how to add owner name to email sent from KBOX

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?

1 Comment   [ + ] Show comment
  • Are you using a custom rule or a system rule? - chucksteel 5 years ago

Answers (1)

Posted by: MAXintosh 5 years ago
Senior Purple Belt

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. 

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