I want to add the Resolution text to the Ticket Closed Notification emailed to the User. The symbols seem very limited. What are my options for adding this to the email message? Just a novice at KBox and we do not have a programmer.
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If you want to add the resolution text then you will have to go with a ticket rule since that field is not available yet in the templates. Take a look at this faq: http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=1046&artlang=en. If you were to use this rule to trigger when the ticket is closed then you could send an email when that occurs. To include the resolution make sure that RESOLUTION is one of the fields in the "long list of columns" the article mentions.

With RESOLUTION in the query the variable for the email would be $resolution.

The article above does not talk about email but if you look at article 613 (http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=613&artlang=en) then you'll see an example of this. Sounds like you want your email to go to SUBMITTER_EMAIL

Don't forget to turn off the closure email (checkbox) if you go this route otherwise your users will get two different emails about the same thing.
Answered 09/04/2011 by: GillySpy
Seventh Degree Black Belt

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Yes GillySpy is correct. It is a somewhat difficult work around, but you create a custom rule that queries tickets WHERE Status = Closed and Resolution is NOT NULL, then it takes you to a screen where you can choose to send the email on "Ticket Save". Then check the box "Send an email for each result row " and it opens up additional input fields where you set the Email Column to SUBMITTER_EMAIL and in the body of the email type $resolution in order to display the resolution.
Answered 12/29/2011 by: lgreenwood
Senior Yellow Belt

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