When a new ticket is generated in the Message field sent to the technicians, we have

Ticket: $ticknum

From: $submitter_fullname ($submitter_Email)

Catergory:  Excel

Comment: $initial_comment

Everything seems to work except we don't see the initial comment made by the submitter such as "In Excel, i am having a hard time with a formula, can you help."
Can anyone help me get the last part of the message we want sent to the help desk techs so the first comment is included?

Thanks, Jay
1 Comment   [ - ] Hide Comment


  • Are you using the system rules or a custom rule? If you are using a custom rule, please post the select statement part of the rule.
Please log in to comment

There are no answers at this time
Answer this question or Comment on this question for clarity


Admin Script Editor
Admin Script Editor is an integrated scripting environment available free here at ITNinja