I would like to add the last comment to the email notification that sends each time a ticket is updated. Is this possible?

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  • I've tried adding this to the email, and the email I get when a ticket is closed does not have the last comment, instead the user gets an email stating "$change_desc" at the end, which makes no sense to them.
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If it's not there, add $change_desc to the Ticket Change Notification email template.

Service Desk>Configuration>Queues>your queue>Email on Events: [Customize Emails]>Ticket Change Notification

$change_desc will give you the latest update and $ticket_history will give you the full ticket details.

Answered 08/20/2012 by: jknox
Red Belt

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