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Send e-mail to requester with custom text

PostPosted: Fri Aug 28, 2009 9:12 am
by Klier
We have a rule which sends a mail to the requester when an incident is changed. The problem is that the technician can't add custom text to this mail to send specific information to the requester.
So we need a way to comment a change of an incident and use the comment in the email notification.

Re: Send e-mail to requester with custom text

PostPosted: Mon Aug 31, 2009 4:52 pm
by janstonselig
Trigger email from activities instead of tickets for that. Then you can send text + activity details. Create a new activity brule, base criteria on category, add whatever info you want to the email, but add the
%[details]% field.

Re: Send e-mail to requester with custom text

PostPosted: Wed Sep 02, 2009 9:23 am
by Klier
Works.

Thank you.