I want to Modify the default Ticket Closed Notification email to include the 'Resolution' block so the user/customer can see What was done to correct the issue. What is the correct code/text that needs to be added for this to work?

I thought I had read an old post asking this but I can't find it.

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Is there anyway to Modify the default System Ticket Rule for EmailOnClose to include the ticket resolution? I've been trying but can't get nothing to work. Anyone?

Answered 11/23/2011 by: rjobe
Fourth Degree Green Belt

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To do this you will have to :
  • open the system ticket rule
  • click on the link to open it in the rule editor
  • duplicate it
  • disable the system ticket rule
  • modify the rule to include the resolution field

from ...


Then enabled your new rule (make sure the schedule is correct).
Answered 11/23/2011 by: GillySpy
Seventh Degree Black Belt

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Go to Service Desk configuration tab, then queues.

Select the queue you want to modify this for.

Scroll down to "Email on Events" and click on "Customize Emails"

In the body of the "Ticket Closed Notification" email, use the $ticket_resolution where you want to display the resolution.

Hope that fixes it for you!


Answered 03/24/2014 by: mgratama
White Belt

  • Yep, this is what I did and works great.
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