Two questions:

 1.  We do not use the "Alert the following technician(s) by e-mail when a new request is created" notification because when the daily preventative maintenance tasks are created each morning, these are included in this notification and we don't want to be notified of the PM tasks this way.

 So, we have a business rule to email Technicians of a new request.  Much to our disappointment, the email template here does not contain a "Description" variable.  Therefore, when we get the, "A New Request has been Entered" email, we can only see the Subject. We have to open the request to see the description.  It would be so much better if we could include the Description in the initial email.  Is there a work around or a way to do this that I do not know about?

 2.  We would also like to have a "Logged In User" variable in the, "Replying to a Request" notification template .  That way we can include a line like, "John Smith has entered in the following new details:"  However, the only choices we have are CreatedBy, RequesterName & Technician. Any one of our Technicians can reply to a request and right now, when the email is received, we don't know who it is from unless we go digging. Again, is there a way to do this that I do not know about?

Our Requesters use the self-service portal so all emails come from "HelpDesk". We are using 8.0.0 Build 8007.

Any help would be appreciated. Thank you.