Where can the ServiceDesk "Resolution" email template be customized?

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Article ID: 179678

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Updated On:

Products

ServiceDesk

Issue/Introduction

 

Resolution

Question

Where can the ServiceDesk "Resolution" email template be customized at?

Answer
ServiceDesk email templates are located in various projects. For the "Resolution" template, follow these instructions on where and how to edit this at:

  1. In Workflow Designer, open the SD.Incident Management project by going to File > Open > Open Project > \WorkflowProjects\SD.Incident Management.
  2. In the Projects panel, select Model [3]: Customer Confirm Resolution.
  3. Edit the Have Customer Confirm Resolution (Dialog Workflow) component.
  4. Click on the Event Configuration tab.
  5. Edit the values for Start Process (the ellipse button).
  6. Depending on what is desired to be changed, edit the Thank you Subject or Thank you Body (Merge Text) components.
  7. Edit the value for Merge Data (the ellipse button).
  8. When finished, click on the OK buttons to save and exit the project.
  9. Save and republish the project as needed.