I see this is filed in the ITSM v6 & v7 space. How you would approach this may depend a lot on which of those older product lines you are using. Can you tell us the version you are using?
Hi Jonathan, we are currently using HEAT version 2016.2.1000.21143 @ 23/1/2017 and plan to upgrade as soon as possible to version 2017.2
Ok, I've moved this thread to the proper space. For future reference the 20xx version Service Management product is the "Ivanti Service Manager (Formerly HEAT Service Management)"
I would think you can use the Search and link action in your SR Fulfillment workflow to link the SR to the CI and then an email notification could be sent after that. I'm not certain you could get the listener to link the email to the CI, but you could certainly use a rollup to make the email appear on the CI workspace.
Here's a couple links that may help. You'll need to adapt the rollup idea to fit your use case with CI > Service Req > Journal.