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Best Practices Question


Information included in update Emails

02/09/2016 719 views
Currently when a ticket is updated an Email is sent that includes what the update is. Our supervisors want to also see the name of the person that made the update (in the Email). I tried using the variable $updater_fname. It didn't work.

$updater_fname has made the comment
$last_comment
$last_attachment

Is there another variable that identifies who made the update?

Thanks for the help
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3
The variables that are available can be found in the admin guide. On the Service Desk Email Notifications page click the Help button and then Configure Email Templates to see the list.

If there are variables that aren't available but you would like to include then you will have to use a custom rule for the notification.

Answered 02/10/2016 by: chucksteel
Red Belt

  • Thank you sir. I see from the list that the variable I seek is not there. I'll have to go read up on custom rules to determine the best way to modify the Email notification.

All Answers

2
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 02/11/2016 by: MAXintosh
Senior Purple Belt

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