KACE Product Support Question
Add "-+-+- Please reply above this line to add a comment -+-+-" to custom ticket rule
09/26/2016 4646 views
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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I'm assuming that you already have a custom rule in place to email the submitter.
Step 1. Add that line to the email template of the message being sent by your custom rule.
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.
Answered 09/27/2016 by: chucksteel