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KACE Product Support Question


customizing helpdesk email sent to Users

04/19/2016 1029 views
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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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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.
Answered 04/19/2016 by: chucksteel
Red 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
Answered 04/21/2016 by: MAXintosh
Senior Purple Belt

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