How to use rules to send note content via email

Created by Alfie Jennings, Modified on Wed, 8 Nov, 2023 at 4:09 PM by Alfie Jennings

The user can configure dynamic fields enabling the note content to be sent over 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
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 will apply only to the note which has triggered the rule, other notes which have already been added to the SR will not be included.

Note – This will be applicable only while a note is added against the SR. These fields cannot be used anywhere else.