Ticket rule can trigger email & comment as well, in the email, I can use $variable, however in the "add a comment" part, I tried to do that. E.g. $id, comment just shows $id, it seems variable can't be used in the comment part, is that right?

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That's correct.

One way to get around this limitation would be to create a second rule but have it email to the service desk email address with the [TICK:$id] in the subject and the comment with the variables in the body of the email. That email would then be added as a comment to the ticket.


Answered 04/29/2014 by: chucksteel
Red Belt

  • Interesting workaround, thanks! Chucksteel!
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