Expected resolution date in user notification

Question

Hi,
I'm new to but am currently implementing SCSM 2012 and like many others find the lack of basic email functionality a major hole in the product. Anyhoo, enough ranting....my problem is:
When creating the template to notify the end user of an expected resolution date to either the incident or service request I cannot get the date to display no matter what criteria I use so basically I get along the lines of:
Thank you for your email blah blah blah
Your request number is 0000
Your request is assigned to Joe Bloggs
Your request priority is whatever
The expected resolution date is BLANK
I have tried every available criteria but still get the same result.
Any pointers would be a Godsend.
Thanks.

Answer 1

Hi,
In addition, I would like to suggest you
setup your Service Level Objectives, it is very easy to notify the users before the SLA is breached.
Please go through the links below for more details:
Notifying before SLA breaches
http://blogs.technet.com/b/servicemanager/archive/2012/02/07/notifying-before-sla-breaches.aspx
Managing Incident Resolution SLAs in Service Manager
http://blogs.technet.com/b/servicemanager/archive/2010/09/21/managing-incident-resolution-slas-in-service-manager.aspx
Regards,
Yan Li
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