On new service request raised in CA Catalog, we get an successful email confirmation about the creation of Request ticket along with description
Where to find the background file (email template) that is used in sending the email template when an email in event and action rule is enabled?
CA Service Catalog 14.x
CA Service Catalog 17.x
Please go through the below file for your requirement with some caution
The email content/format of the request details can be customized at %USM_HOME%\view\webapps\usm\explorer\request\requestemailprofile.xsl file. However, Changes made in this file with replicate to all the subsequent emails (any email) sent out during the process.
1 Customization/implementation of these file needs CA Services involvement should you need further assistance on this.
2 After customization of any XSL needs to delete the translets to take effect. Which means you need to delete content of folder:
...\Program Files\CA\Service Catalog\view\translets
Note: If you are selecting different email for different actions then you might want to consider the below information
The text - Approval assigned to $pending_action_users_or_groups$ for one or more items in the request ($request_id$) comes from:
"Home > Administration > Events-Rules-Actions > Request/Subscription Item Change > When Status is Pending Approval > Edit Action" that can be changed and retained to specific action scenario.
The next rule/action, starts a PAM process:
"Home > Administration > Events-Rules-Actions > Request/Subscription Item Change > When Status is Pending Fulfillment > Edit Action" and there needs a change to that process for a different email text.