KACE Product Support Question

Service Desk: email notifications $last_comment doesn't work in ticket closed

05/02/2016 1340 views

I want to include the last comment made in the "Ticket Closed" e-mail notifications.

The variable $last_comment works in other e-mail notifiations (i.e. in the comment submitted e-mail notification) but it does not return anything when included in the "Ticket Closed" e-mail notification.

Any insight?

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Community Chosen Answer


I believe $last_comment only sends what was written in the comment field during a ticket save. I believe though, that it will only work if you written someone during the latest ticket save. Meaning it wont send the most recent comment no matter what, the last comment will need to be during the latest ticket save... If that makes any sense. 
Answered 05/02/2016 by: MAXintosh
Senior Purple Belt

All Answers

I understand what you are saying, but I also tested that way - and even if I add a comment during the same time that I make as complete, it doesn't work :-(
Answered 05/04/2016 by: VSwift
Senior Yellow Belt

  • VSwift,

    Try replacing $last_comment with $change_desc

    Let us know if that does it!

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