We want Mail notification to be triggered to the reporter, when the status of the incident is changed by the processor. For the same we have created a mail form SAMPLE_MAIL_FORM_ID with Attribute Context : Service Request Attributes.

Also i have maintained the same in the processing parameters of Action Definition ZSIN_STD_MAIL_FORM (Copy of Standard).

During the creation of incident, no email notification happens to the reporter. If the status is changed to customer action / Proposed Solution, we get a mail but the incident details are in the attachment ( as a PDF file) , the outlook mail body is blank.


Please guide as in how to get the ITSM notification details in outlook main body