I have a group that is requesting that we set up Kace so that they can add the message history to the ticket memo's when they are updated. Can this be done?

Thanks,

Dennis

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If you are asking about the update email notificiation, you can add the variable $ticket_history to that email and it should send any updates that have been made to the ticket.

Answered 10/31/2012 by: jknox
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The queue you are looking at and the customize email area also have other options as well.

Configuration Notes

These templates are used by the Help Desk to generate emails. You can customize these to your organization's needs.

 

The following symbols are available in all templates:
$userui_url$helpdesk_name,$helpdesk_email

 

The following symbols are available in templates for email involving tickets:
$ticket_escalation_minutes,$ticket_priority,$ticket_number$ticket_title,$ticket_url$ticket_history,$ticket_submitter_name,$ticket_submitter_email,$ticket_owner_name,$ticket_owner_email,$change_desc

 

The following symbols are available in the "Response to Unknown Email Address" template:
$subject$quoted_mail

Answered 10/31/2012 by: nshah
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