How do I use rules to send note content via email

Users can configure dynamic fields enabling the note content to be sent via email when a note is added.

There are two dynamic fields available:

#NOTE_TITLE#

#NOTE_MATTER#

These two fields can be used to populate the title of the note and the content of the note into the email that is sent via the ‘Note Added’ rule when a note is added on a service request.

This is applicable on: 

• Rule – Note Added
• Event/Option – Note Added
• Condition - Form for SR
• Action detail (Email notification) – Notify Owner, Notify Person, Notify Submitter
• Content Type = Message

Once the note is added to a service request, then it will trigger a rule to notify the concerned party as per the configuration via email. The email can include the title and content of the note using the above-mentioned dynamic fields.

This is for the note which has triggered the rule, it does not include other notes which have already been added to the SR. 

Note –These dynamic fields are for this rule only and are not available elsewhere on the system.