I was wondering how to adjust the body of the EmailOnClose rule. Currently This is the outcome:

-+-+-  Please reply above this line to add a comment  -+-+-


Ticket Updated.


For complete details, see:



----- Change by Unassigned at 12/29/2015 11:46:12 -----


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----- Change by Ronny Cervantes AASKI at 12/29/2015 11:48:06 -----


Updated resolution text.

Survey Satisfaction changed from "0" to "1".

Survey Comments changed from "" to "Good job".




Closed Email Sent"

How would I get the updated change all the way on the bottom to show right below the 2nd line "Ticket Updated."

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  • Within the ticket queue configuration you can do this. If you need more flexibility create a custom ticket rule on close.
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Answer this question or Comment on this question for clarity


As mentioned by my learned colleague the configuration of the standard text can be edited in the following area:

Go to Service Desk > Configuration on the main console menu

Select Queues and then the Queue you wish to edit from the list

Scroll down through the Queue settings to the email area:

Click on the Customize Emails link in blue to access the email templates
Answered 01/15/2016 by: Hobbsy
Red Belt

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