• Glen (Xapity)

Business Services in Incident Notification Templates

Adding Business Services in Notification Templates did not work as expected in my Service Manager 2016 lab. The display name property was blank when I used it on an Incident Template.

When you insert the Business Service displayname property, it adds this to the template:

$Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItemImpactsService' TypeConstraint='CustomSystem_Library!System.Service']$?$DisplayName$?

But there is no data in the output.

Looking at the relationship that is used to connect a Business Service to the Incident, it was: WorkItemAboutConfigItem

So I replaced the WorkItemImpactsService in the statement above with WorkItemAboutConfigItem and this produced the expected display result.

Updated line in template:

$Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItemAboutConfigItem' TypeConstraint='CustomSystem_Library!System.Service']$?$DisplayName$?

As a side note, Business Service can be added multiple times to an Incident, when there is more than one service it will display them as comma separated values.

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