when someone comments a ticket or makes a change the system email to the submitter does not contain the name of the person making the comment or change. How can we add this?
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  • Are you using a custom rule or a system rule?
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Go to Service Desk->Configuration->Queues->(Select your queue)->Emails on Events - [Customize Emails] and update the template of your choice (Ticket Modified/Comment) by including the variable: $change_desc 

That will include the change with a timestamp and the name of who did the change. 
Answered 03/29/2016 by: MAXintosh
Senior Purple Belt

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