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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.

#Templates #SCSM #Email

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