For a couple departments, we have a ticket rule to automatically add their supervisor to the cc field so they can see what is going on with the ticket.  I understand that the cc field cannot get into a ticket that they did not submit, but if I could get the ticket summary into the comment notification email, that would help tremendously.  I added $ticket_history but that would show even the owner's only comments, and we can't have that.  I did use $ticket_fields_visible and that does show the summary, but it is just so messy.  I don't see a variable for $ticket_summary.  Is there anything like that?  OR any way a person in the cc field can see the ticket yet?


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If you can't get the desired information using the variables in the system rules then you will need to create a custom rule to notify the supervisor.
Answered 02/15/2016 by: chucksteel
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