Description variable in notifications
It appears that $Description in the notification templates can only refer to the ORIGINAL description for a request, i.e., the text of the requester's original email. What I would find really helpful, in addition to that capability, is to have variables that represent the description of the latest update. A practical example: This "Alert(or Notify) technician by e-mail when there is a new reply from the requester." notification to technicians is limited to saying the following:
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Subject: Request Id ##$RequestId## has been updated with additional details.
Message: Click for the updated details : $RequestLink
Original request details are :
Created by : $RequesterName
Category : $Category
Title : $Title
Original Description : $Description
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What I would like to do is include the text of what the requester just said, without having to go to the portal just to find out whether they said "thank you" or provided more useful information. There are many times we would see these emails on our smart phones, but not be able to get into the web portal for awhile, and it would make us more effective to get the information sooner this way.
Is it possible to do this currently, and I haven't figured it out?
I have ServiceDesk Plus standard 8.0.0 Build 8002, planning to upgrade soon to 8009.
Thank you in advance,
Brandi
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