Email Token - Including Ticket Summary
There is a list of Tokens we can use currently for emails that go out to Service Desk users. One token we could really use is the original summary of the ticket. A workaround would be to use ticket history but that can get messy after a while.
Anonymous
shared this idea
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Misty Jacobs
commented
This is something that can be done by using $summary - https://support.quest.com/kace-systems-management-appliance/kb/180793
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Anonymous
commented
Need this.
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Garrett Michael Hayes
commented
This very definitely needs to be added. For the reasons already mentioned, this is an important item to include. Not having this is tied to the idea that techs are always at a desk with immediate access to the portal, and that is simply not true for many organizations.
If the reason not to implement this is concern about making the notification emails too long, then if not the full summary, then at least a preview, such as the first 10 lines or something. (If the user can't convey the essence of their need in 10 lines, they can wait.)
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Brandon Griffin
commented
This really needs to be added. Having the ticket summary in the initial ticket creation via portal is crucial so we can read it before having to go sign in to the service desk. One example is being able to see the summary when not at a computer and see the summary via email on phone.
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Anonymous
commented
I Concur - NEED THIS
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Jack Senesap
commented
I ran out of votes but we need this!