CA Service Management

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  • 1.  Comment in status transition

    Posted Jun 14, 2016 06:11 PM

    Hello Community,


    I have a condition that when you go to a status to another you have to set a comment:




    This user description is stored in the "act_log" table, the object is "alg". I'll like to know how can i show the description field (user description at you see in the picture) in a message template so the user can see it in an email.



  • 2.  Re: Comment in status transition
    Best Answer

    Posted Jun 14, 2016 09:59 PM

    If you are using the Update Status activity notification, your message template works in the context of the Activity Log record.  The comment field should be just @{description}.  And to access any field of the ticket you need to use @{call_req_id.<field name>}