HTML templates used by the Notify option

The Notify option selects an appropriate HTML template to generate the default subject and message body, depending on the type of the record from which you launch the Notify option.

The following table lists the HTML templates that the Notify option uses to generate email messages:

Module Record type Template
Service Desk Interaction records (incidents) SD.incident.notify
Incident Management Incident records (probsummary) IM.update.incident
Change Management Change records (cm3r)

The templates named after the Default and Close views of the Change Phase record (on the Scripts/Views tab of each Change Phase record).

Note If the out-of-box Default and Close views have the same name, only one HTML template is used. For example, for change records in the Change Review phase, the CM.change.review HTML template is used.

If you have modified the out-of-box view settings of a Change Phase record, you need to create one or two (depending on whether the Default and Close views have the same name) HTML templates named after your customized names of the Default and Close views.

Change Management Change task records (cm3t)

The templates named after the Default and Close views of the Task Phase record (on the Scripts/Views tab of each Task Phase record).

Note If the out-of-box Default and Close views have the same name, only one HTML template is used. For example, for change task records in the Software phase, the CM.change.review HTML template is used.

If you have modified the out-of-box view settings of a Task Phase record, you need to create one or two (depending on whether the Default and Close views have the same name) HTML templates named after your customized names of the Default and Close views.