Creating References to the Call_Req Table for Request/Incident/Problem Workflow Task Notification Message Templates

Document ID : KB000100370
Last Modified Date : 18/06/2018
Show Technical Document Details
Introduction:
Out of the box, Service Desk Manager does not supply any Message Templates with Object Type "Request/Incident/Problem Workflow Task". When creating a Message Template of this type, one may require referencing information from the related Request, Incident or Problem ticket, although will not have an example out of the box. 
Environment:
CA Service Desk Manager
Instructions:
When creating the required Message Template, any references to the call_req table will be made with a "cr" reference, rather than a "call_req_id" reference one might use regarding Request/Incident/Problem Message Templates. Using a Request/Incident/Problem Message Template HTML message as an example, rather than the "@{call_req_id.web_url}" reference to add a link to the related Request/Incident/Problem, one would use the "@{cr.web_url}" reference.