Custom Reply for Comment Submitted field

I want to make a custom Comment Submitted reply for a specific Queue that is externally facing to our Vendors. 

I have a K1000 KACE Systems Management Appliance Current Version: 8.0.320

Currently under the Service Desk › Configuration › Queue › Service Desk Email Notifications the Comment submitted field is set to what i believe is the default setting:

Comment Submitted


[$ticket_number] $ticket_title


Comment Submitted.

When my users make a comment in the ticket the $last_comment variable contains their name, email address, timestamp and the comment added to the ticket. below is an example

Comment Submitted.

John Doe (jdoe@domain.com) on Aug 13 2020 04:01:44 PM


    Hi Jane,

    What is the WO#?



I'd like to remove the users email address from the $last_comment variable because 

my vendors are clicking on the users email address to respond instead of replying to the email the being sent from the Queue with the ticket number in the subject line. 

Resulting in the Vendors response to not be logged in the ticket. 

1 Comment   [ + ] Show comment
  • Anybody got any suggestions or need more info? - J_Dam 2 years ago

Answers (1)

Posted by: Hobbsy 2 years ago
Red Belt

This variable is selected within the "Main code" of the KACE box and unlike selecting variables to use in emails within ticket rules, it is preset and we are unable to change the data that is returned. 

If you want to vary the response to your user, the best way would be to create a ticket rule that includes an email sending portion, where you can load the variables that you wish to include by adding them to your select statement.

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