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Tailoring approval emails

  • 26 September 2022
  • 2 replies
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Hi All,

I’m wondering if anyone has come across a similar situation where they wanted to have different text in different approval emails depending on what is requested. We have various approvals and workflows set-up across different types of service requests. For example:

  1. any hardware requests go to the user’s department head, then on to the IT Manager.
  2. non-standard hardware/software requests go to me as EUS Support Team Lead for gathering further info, quotes, etc, before then going on to the department head, then the IT Manager
  3. for new starters, all requests first go to our HR department for them to go through all information and ensure it’s correct (to avoid us creating incorrectly spelled users, and to confirm whether the user can have a mobile phone as part of their contract, etc)

I’d like to have various “copies” of approval emails that give instructions on what the approver should check depending on what the item is.

For example, for emails that go to HR, I’d like them to receive an email that contains text along the lines of, “Please ensure that you do the following before approving: check spelling of user’s names; ensure start date is correct… etc, etc”

Just as I’m writing this, I’m wondering whether the easiest thing to do would be to add a content field in each service request that is not visible during the request stage and then add that to the email with the insert placeholder option?

Or is there an option somewhere that I am completely missing?

Thanks in advance!

Jo

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Best answer by ggallaway 26 September 2022, 04:01

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Userlevel 4
Badge +7

Just as I’m writing this, I’m wondering whether the easiest thing to do would be to add a content field in each service request that is not visible during the request stage and then add that to the email with the insert placeholder option?

This is similar to how we handle this situation. Ideally FreshService would provide you a way to override the default email template in the ‘request approvers’ workflow step. We used a paragraph field in the ticket (because service request fields are not available in the email template), then in the workflow you can use an action step defined as below to set the paragraph field equal to text that is built from any field in the service request. In the example below I am passing through a paragraph field called “note to approvers” followed by 2 line breaks (notice the HTML coding) and some additional template text.

This “ticket field” which is called Additional approver information, is added to the approval email template as a placeholder.

 

Good luck,

 

G

Userlevel 6
Badge +10

Hello, 

 

You can also use Truthy and falsy – Liquid template language (shopify.github.io) in the default template to customize it was well. 

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