Information included in update Emails
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
$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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Answers (2)
Answer Summary:
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Posted by:
chucksteel
8 years ago
Top Answer
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.
Comments:
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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. - AndrewQ 8 years ago
Posted by:
MAXintosh
8 years ago
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
