Updating Workflow Task Notifications To Display Task.Sym rather than Code and Persistant_ID

Products

• CA Service Desk Manager

Issue/Introduction

We are trying to fine tune our notification system and noticed email notifications for Workflow Tasks that are attached to a Change Order are appearing as the following.

We'd like to have it instead say

Workflow task CAB Approval updated: Field='status' OLD='Pending' NEW='Complete'.

(provide the name or description of the task rather than it's code)

The attribute that is generating above comes from the following lines of code

Change Order @{change_id.chg_ref_num} @{type.sym} Notification
@{esc_style=html keeplinks=yes justify=line:description}

Is there any way to update the description of a Change Order Workflow Task's change to list the task.sym?

Environment

Release : 17.3

Component : SDM - In-bound/Out-bound Mail

Resolution

We determined that the line to be changed in the notification email is coming from the activity log.  Since changing how Service Desk creates the data it writes to the activity log is not a good option, we will work on creating a macro to customize the line that goes into the email instead.

Note:

The given notification customization and developing a custom macro as workaround is not supported.  KB content is being provided for informational purposes.