Reminder notifications

Hello,

 

We are using HPSM 9.3

 

Analysts are able to right click on tickets and set reminders and can choose In Client Message or Email.  I found the form under us.reminder.g.  When they choose to have the reminder sent as an email its unreadable and I would like to work on the formatting.  I have been unable to locate the cooresponding noticiation record.  Can someone help me with what message/class I should be looking for? Or am I looking in the wrong place entirely?

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  • Here is the format it comes in:

     

    Filter By Activit10/06/15 08:08:14 mcfa35608 Open - Linked

    Update: By:Action DatAt:

    Opened:ent McFarlane, Ch10/06/15 08:0

    Last UpdatedMcFarlane, Ch10/06/15 08:0

    Closed:e:

    Re-Opened:

    Service Recipient bee0 atimes.d

     

     

     

    Notify By: E-mailEric.Miller@

    Current PC Name:PK16K5A Location:

     

     

     

     

    Incident Detail

    Category:

    Area:

    Sub-area: Closure Code:

    Impact: Solution:

    Urgency: Solution Details:

    Priority:

    Subject:

    TPM reset

    Description:

    User is requesting TPM reset on

    10/14/2015 9am MT

     

    Computer Name: XXXXXX

     

  • Hey,

     

    Seems like the schedule calls us.process.reminder

    looking at the build.message step, it has a section: nullsub(format in $L.file, "IM.Browse")

    So, probably it's using the format that you have for displaying the IM or it's using the default Browse format.

     

    Given the nullsub, perhaps you could tell it to use a custom format?

    The button (oob) "apm.edit.problem_do nothing" is the button that the agent clicks, perhaps you could experiment with a pre rad that sets format in $L.filed = "custom format"?

     

    Just some ideas, hope they help :)