(2022.1) ServiceDesk Item Completed

Purpose

The purpose of the ServiceDesk Item Completed Notification is to notify the various stakeholders that any given Service Desk item's Status has been set to Complete.

Recipient

The To: field of the email sent out by this Notification will send to two recipients.

1. The ##REQUESTOR_EMAIL## placeholder will send to the email of the Contact that is placed in the Requestor picker of the Service Desk item.
2. Additionally, the Notification will send to whatever Owner (either the Contact or (2022.1) Department Hierarchy ) is assigned to the SD item in the Owner picker with the ##SD_OWNER_EMAIL## placeholder.

The Cc: field of the email sent out will include some additional recipients.

1. The ##CSR_EMAIL## placeholder will include the email of Contact from the Service Rep picker that is assigned to the SD item and is always included in the email.
2. The ##COORDINATOR_EMAIL## placeholder will insert all of the primary emails of the Coordinators assigned to the Department Hierarchy of the Contact set in the Requestor picker.

Subject

The ##TYPE## placeholder will insert the Type of the Service Desk item into the subject line of the email and is always included.
The ##SD_NUMBER## placeholder will insert the Service Desk item's number into the subject line of the email and is always included.

Content

The boilerplate text of "The item you requested has been completed." will be included in the email.
The ##TYPE## placeholder will insert the Type of the Service Desk item into the body of the email and is always included.
The ##SD_NUMBER## placeholder will insert the Service Desk item's number into the body of the email and is always included.
The ##DESCRIPTION## placeholder will insert the text for the Description field and will only be included if there is a value for the Description.