Notification to Technician of Requester update does not contain detail of the update (conversation)
We have notifications turned on to send an email to a technician whenever a requester updates their ticket. This is particularly helpful if we are away from our desk and can see the emails on our mobile devices.
However, the notification does not contain the actual text detail of the update and instead gives us a link to the call which we cannot access from our mobiles. I have had a look through the available fields for the notification email, but there does not seem to be one that provides the detail of the update. I am guessing it will be adding the latest "conversation" field into the email, but that is not a selectable variable in the list.
I can't be the first person to ask this. Anyone have any idea of the variable we need to add?