Video Screencast Help

Help to find Costumer's Email Notification Resolved

Created: 12 Jun 2013 • Updated: 13 Jun 2013 | 2 comments
mariomendez83's picture
This issue has been solved. See solution.


I'm having hard time to find the component that edits the email that a costumer receives when resolved an Incident.

That email containing 

Symantec Service Desk
Incident Resolved


Incident  ID: 




I have to make some modifications on it.

Can anyone help me? please

Operating Systems:

Comments 2 CommentsJump to latest comment

etk1131's picture

For SD 7.1, you need to open SD.IncidentManagement workflow.  From the Primary Model, double-click the Main Incident Work model, then the Customer Confirmation model (or you can find the Customer Confirm Resolution model from the tree on the left side).

Inside the Customer Confirm Resolution Model, there's a dialog workflow called Have Customer Confirm Resolution.  Edit it, and on the Event Configuration tab, click the "..." next to the Start Process.  You can edit the Subject and Body of that email there.

Hope this helps!