Is it possible to change the email text sent by "SendRequestEmail" SOAP method?

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Article ID: 125583

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Updated On:

Products

CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

When a the SOAP method "SendRequestEmail" is used, the text sent by it is hard coded and always is the same, here is an example of what is actually sent:

<soapenv:Header/>
<soapenv:Body>
<ser:sendRequestEmail soapenv:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/">
<sessionID xsi:type="xsd:string">11111111-2222-3333-4444-123456789012</sessionID>
<requestId xsi:type="xsd:int">10001</requestId>
<includeRequestDetails xsi:type="xsd:boolean">false</includeRequestDetails>
<emailFromAddress xsi:type="xsd:string">[email protected]</emailFromAddress>
<emailFromName xsi:type="xsd:string">ServiceCatalog</emailFromName>
<emailTo xsi:type="xsd:string">[email protected]</emailTo>
<emailSubject xsi:type="xsd:string">Title</emailSubject>
<emailMessage xsi:type="xsd:string">Test_message</emailMessage>
</ser:sendRequestEmail>
</soapenv:Body>

NOTE: the flag "includeRequestDetails" is set to FALSE, if it's set to TRUE the format of the email will change.

The result of this call, result in the following email:

"Test_messageView Request10146"

Environment

Release:
Component: USVCT

Resolution

Example 1:

We can change the content of the email sent by customizing "requestemailprofile.xsl!" under .. CA\Service Catalog\view\webapps\usm\explorer\request.

If you want to add a space between 'View Request' and the requestID, copy "requestemailprofile.xsl" from original location to custom folder (%USM_HOME%\filestore\custom\explorer\request).
Now edit the .xsl and search for the following line: '<xsl:value-of select="$xslcontent/view_request"/>', you can add a space using the code "&#160", as shown below:

<a href="{concat($uri, 'wpf?Node=icguinode.requestprofile&amp;Args=', /xmlRoot/COLLECTION/usm_request/request_id/LITERAL)}"><xsl:value-of select="$xslcontent/view_request"/>&#160; <xsl:value-of select="/xmlRoot/COLLECTION/usm_request/request_id/LITERAL"/></a>

After this, save the change, stop Service Catalog service, delete the content of "translets" folder and start Service Catalog service again.

Example 2:

The text sent by the email is managed by this code "<xsl:value-of select="$xslcontent/view_request"/>" from "requestemailprofile.xml" file, located under CA\Service Catalog\view\webapps\usm\locale\icusen\request, which corresponds to the string 'View Request'. If the message needs to be changed, it can be done by customizing it as well just as the first example.