CA Service Management

Dear Team,

We have configured mail approval process in our catalog.

  We have a requirement to add comments in approval/rejection mail in ca service catalog.

Please suggest how to customize our approval mail to have comment section in the same.

Further we will catch the same comment is PAM Mail Approval Process to have it on our catalog orders.

Thanks & Regards,

Vikash Sonar

Good Afternoon Vikash.

I assume you use the EventRuleAction(ERA) 'When Status is Pending Approval'.
With rule 'Notify Requestor on Pending Approval' 'Request Email'.
Edit the action in this rule. And in there, you can see what email text is being send.

Per your question in this thread, you need to get a different text, right?
Since the ootb rule/action can not be changed, you need to make a copy of it.
Disable the original and ENable the copy.
The copy is where you then enter the email text per your requirement.

Kind regards, Louis.

Thanks Louis for the reply.

My next query is -- How can we make changes on the custom rule/action so the same should be reflected on all the mail links. Whenever user will click on any approval mail(complete request approval or /selected services to approve) , our reply mail body should have the comment part present and user will fill only comment part and they will reply.

Please suggest..

Thanks and Regards,

Vikash Sonar

Good Morning Vikash.

To my knowledge, for ERAs in the Catalog environment, the email messages need to be defined per individual Action.

Do you however want/need to customize your environment, you might consider to follow this document/link:
Where is Catalog Background email template name?
https://comm.support.ca.com/kb/where-is-catalog-background-email-template-name/kb000095051

And from within PAM, you could check on:
How to customize 'Approval for request overdue' email message text.
https://comm.support.ca.com/kb/how-to-customize-approval-for-request-overdue-email-message-text/kb000047082

Kind regards, Louis.

vikash.sonar 

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