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The subject line must contain the following format...

 

Ticket=[INCIDENT_NUMBER] ItemType=[ITEM TYPE ID] WS=[WORKSPACE ID]

 

This should be included in your email templates sent with any notification that you desire to have any reply update the issue.

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The default portal guest has to have rights to view the field in order for the value to populate in the email.

 

Grant it the rights to the fields you are missing and they should now populate as desired in the resulting emails.

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Today while working with a customer I ran across a scenario where the name of the quick issue template referenced in the escalation actions was not an actual valid template name.

 

I resaved the template but the name did not appear in the possible drop down choices for the escaltion action when editing this escalation.

 

Next I resaved the escalation w/o making any changes.  It now had the proper template listed and began creating the issues as expected.