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customizing helpdesk email sent to Users

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For complete details, see:
    http://10.100.71.99/userui/ticket?ID=83

 
above message is sent to users when ticket is created , I would like to include some details users mentioned  in there ticket to be added to above auto alerts sent from K1000


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Answers (2)

Posted by: chucksteel 7 years ago
Red Belt
1
It looks like you are using the system rules. To change the email template go to Service Desk, Configuration, Queues. Click on the Queue you need to change, scroll down to Email on Events. Click Customize emails.

To view the variables available for email templates click the Help button in the upper right corner when editing the email templates.
Posted by: MAXintosh 7 years ago
Senior Purple Belt
1
As of v6.4 here are the available tokens...

All Email Templates:
$helpdesk_email
$helpdesk_name
$userui_url

Ticket-Related Email Templates:
$change_desc
$last_attachment
$last_comment
$ticket_approver_email
$ticket_approver_name
$ticket_approver_phone_home
$ticket_approver_phone_mobile
$ticket_approver_phone_pager 
$ticket_approver_phone_work
$ticket_custom_X_label
$ticket_custom_X_value
$ticket_due_date
$ticket_escalation_minutes
$ticket_fields_visible
$ticket_history
$ticket_history_X
$ticket_id
$ticket_number
$ticket_owner_email
$ticket_owner_name
$ticket_owner_phone_home
$ticket_owner_phone_mobile
$ticket_owner_phone_pager
$ticket_owner_phone_work
$ticket_priority
$ticket_resolution
$ticket_status
$ticket_submitter_email
$ticket_submitter_name
$ticket_submitter_phone_home
$ticket_submitter_phone_mobile
$ticket_submitter_phone_pager
$ticket_submitter_phone_work
$ticket_title
$ticket_url
$ticket_http_url
$ticket_https_url
$userui_url

Error-Related Email Templates:
$error_text
$quoted_mail
$subject

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