SD Version 8, notification rules issue, reply from the requester.
Hi,
we updated from version 7 to verion 8 latest build and since that change we are experiencing an issue with one of the notification rules:
"Alert(or Notify) technician by e-mail when there is a new reply from the requester."
The email is sent out to the technician correctly, so that acutally works, its just that the content is not correct.
The actual reply message is not displayed in that automated email. The only thing which we can see is the original message (request/incident) but not the reply itself.
On the other hand, the reply message itself is attached at the ticket within the SD.
Here is our config from that notification rule (message part, subject works). No changes to that rule were made, we just upgraded from verions 7 to 8.
Nils
we updated from version 7 to verion 8 latest build and since that change we are experiencing an issue with one of the notification rules:
"Alert(or Notify) technician by e-mail when there is a new reply from the requester."
The email is sent out to the technician correctly, so that acutally works, its just that the content is not correct.
The actual reply message is not displayed in that automated email. The only thing which we can see is the original message (request/incident) but not the reply itself.
On the other hand, the reply message itself is attached at the ticket within the SD.
Here is our config from that notification rule (message part, subject works). No changes to that rule were made, we just upgraded from verions 7 to 8.
greetings,Request details are :
Created by : $RequesterName
Due by date : $DueByDate
Category : $Category
Title : $Title
Description : $Description
Click for details : $RequestLink
Nils