Is there a way to add the resolution that is entered into a closed ticket to the email that is sent when a ticket is closed?
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There is no way that I know of to accomplish this... The rule that sends email alerts for help desk ticket changes is embedded in the application. As far as I know, we don't have access to modify this. You could, however, write a rule that pulls the data from the Resolution field and adds it as a final comment in the ticket - this would trigger a notification and list the new "comment".
Answered 02/02/2010 by: airwolf
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thanks. I'll look into doing that.


Kris
Answered 02/02/2010 by: kdasanmartino
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ORIGINAL: kdasanmartino

Is there a way to add the resolution that is entered into a closed ticket to the email that is sent when a ticket is closed?


We have the Resolution text sent via email. We do not send the "Ticket Closed" Email on Events though. We send an "Any Change" message with the status changed to Closed clearly indicated at the top, the Resolution text is included as are Comments and in effect it is the last ticket change email.

We stopped using the survey since nobody was reading the results and the main reason was a survey request timing issue. The Ticket Closed event sends an immediate email with the template text saying the ticket was closed and please fill out the survey but the last ticket change email may take 5 minutes to arrive. People were complaining about the ticket being closed without knowing the details, which arrived moments after their complaint!


Answered 02/04/2010 by: RichB
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Rich;
I don't sent the servey eather. It requireds that the user login to Kbox and right now that's more than they can deail with.
We haven't started sending comment emails to the submitter yet but plan to do so soon. so your idea of putting the resolution there is work able.
I noticed on your screen shot that you have "New Ticket Via Email' checked. Some of my testing seems to indicate that tickets can be sent to Kbox even if that box is unchecked.
Have you found that to be true?
Answered 02/05/2010 by: kdasanmartino
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The box has nothing to do with the ability to send tickets to the KBOX. "New Ticket via Email" just sends a notification when a ticket is created by email.
Answered 02/05/2010 by: airwolf
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Well, that clears that up.
Thanks.
Answered 02/05/2010 by: kdasanmartino
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