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E-Mail Overlay report specification

The subject and message body of issue status update e-mail messages are defined in the E-Mail Overlay report specification. The message body is specified in the Parameters field on the Detail Report Parameters window. The following parameters can be entered in the Parameters field:

  • [Service_Request.ServiceReference] - This parameter is replaced by the issue reference in the e-mail message body.
  • [Service_Request.Title] – This parameter is replaced by the issue title in the e-mail message body.
  • [Service_Request.Status] – This parameter is replaced by the issue status in the e-mail message body.

The issue status update e-mail subject header is prefaced with Re: your Issue followed by the issue reference and issue title.

The following is an example of the contents of the Parameters field on the Detail Report Parameters window:

OLWA Foundation
Issue Management Notification
Your Issue (Ref. # [Service_Request.ServiceReference]) [Service_Request.Title] has been submitted and has been assigned a status of 
[Service_Request.Status].
Thank you,
QLWA Foundation

This will result in an issue status update e-mail message body similar to the following:

QLWA Foundation
Issue Management Notification
Your Issue (Ref. # 14) Test has been submitted and has been assigned a status of InProcess.
Thank you,
QLWA Foundation

To create the E-Mail Overlay report specification

  1. Select Utilities > Report Specs to display the Report Specifications window.
  2. Click New.
  3. Enter SERVICE in the System field.
  4. Enter Status in the Category field.
  5. Enter E-Mail Overlay in the Title field.
  6. Enter Overlay text for Issue Management System E-mail messages in the Description field.
  7. Click Parameters to display the Detail Report Parameters window.
  8. Enter Service_Request in the Main Tables field.
  9. Enter the text, including the desired issue parameters ([Service_Request.ServiceReference], [Service_Request.Title], and [Service_Request.Status]), to include in issue status update e-mail messages in the Parameters field.
  10. Click Save.
Report Specifications window for E-Mail Overlay report specification Example of Detail Report Parameters window for E-Mail Overlay report specification