How to move the Resolution information to the top of the system generated email.

Version 1

    Details

    How to move the Resolution information to the top of the system generated email. At the moment it is at the bottom so customers are missing it.


    Resolution

    If you run through the following steps, you should be able to modify the location of the inserted Resolution  ($(Resolution)) field in the email notification that is being sent out for the resolving of the incident. 


    1.  Launch the Configure Application option as an Administrator.
    2.  Select Business Objects>> Incident.
    3.  Click on the Rules tab and then expand the Triggered Action section.
    4.  You should see a rule named "IncidentResolutionNotification" or similarly named rule.  Select it and click Edit icon.


    5.  Go to the Send Email Notification section and modify the Body moving the inserted $(Resolution) section to where you would like it located in the email.


    6.  Save these changes and re-launch the application and test resolving an Active incident.


    Incident#30097441
    SummaryResolution information above email response
    Description
    When we resolve a ticket our resolution details need to be at the top of the email. At the moment it is at the bottom so customers are missing it.