Michael,
We did this by creating a Custom Field called "Description" and putting
the subject line in it if the ticket came from E_mail. The Field is
mandatory so that when an owner opens it, he must put info in the field.
The subject data gives him a start. When the ticket is resolved, we
modified the template to display the CF "Description" and then display
the "Resolve" Comments on the e_mail. It works nicely and our users,
especially those who have about 1,000 a year, like it because the
description reminds them of what they were asking for in the first place.
Kenn
LBNL
Michael Leighty wrote:
This is probably a really easy question, but I've spent the last few
hours looking through the past mailings on here to see if anyone
addressed it and I can't find it.
Basically I'd like to include the first entry from the ticket history
(likely to be the description of the problem) in any email that is sent
out about the ticket. I guess this might mean editing the transaction
template as well. Also I'd like the to include whatever the last entry
in the ticket history is, so that the person can easily see what was
last done, or what comments were made before the ticket was assigned to
them, or they were added as adminCC.
Thanks for your help.
Michael Leighty
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