Add "-+-+- Please reply above this line to add a comment -+-+-" to custom ticket rule
When using the out of the box "Email on Events - Comments" an email is sent to the submitter. This email includes a function that allows the submitter to type a response above the "-+-+- Please reply above this line to add a comment -+-+-", that response goes directly back to the comments section of the service request. Does anyone know how to add this function to custom rules?
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Posted by:
chucksteel
7 years ago
Top Answer
I'm assuming that you already have a custom rule in place to email the submitter.
Step 2. Verify that the subject of the email contains [TICK:$ticknum] where $ticknum is the name of a column returned in the select statement with the ticket ID. [TICK:$id] would probably work, too as most rules have the ticket ID in this field.
Comments:
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Thank you, it worked. - splinter 7 years ago
The matter here is that the task seems to require specific Knowledge and access from Development. The Kace Professional Services email is remoteconfig@kace.com - Ericenri 7 years ago