14 Replies Latest reply on Jan 12, 2018 7:11 AM by Kelvin Santana

    Email notification for close tickets are missing ticket details

    Kelvin Santana

      Email sent to users only displays Client name, Resolution and Open Date after a ticket is closed (see attached). We need for it at least also show description as well. See below for email template we currently use.

       

       

      <messaging:emailTemplate subject="Service Request #(Ref:IN:{!relatedto.Name}) has been closed" recipientType="User" relatedToType="BMCServiceDesk__Incident__c">

      <messaging:htmlEmailBody >

      <html>

         <body>

         Hello, <br></br>

      <br></br>This email is to inform you that the Service Desk Analyst has completed work on Service Request #'{!relatedto.Name}' and has closed the Service Request. If you have any questions or if the Service Request was not resolved to your satisfaction, please contact the Service Desk.

      <br></br>

      <br></br>

      This Service Request has the following details:<br/>

       

       

      <table border = "0">

          <tr>

              <td>Description</td>

              <td>:</td>

              <td>{!relatedto.BMCServiceDesk__incidentDescription__c}</td>

          </tr>  

          <tr>

              <td>Resolution</td>

              <td>:</td>

              <td>{!relatedto.BMCServiceDesk__incidentResolution__c}</td>

          </tr>

          <tr>

              <td>Owner Name</td>

              <td>:</td>

              <td>{!relatedto.Owner.Username}</td>

          </tr>  

          <tr>

              <td>Service</td>

              <td>:</td>

              <td>{!relatedto.BMCServiceDesk__FKBusinessService__r.name}</td>

          </tr>  

          <tr>

              <td>Service Request Title</td>

              <td>:</td>

              <td>{!relatedto.BMCServiceDesk__FKRequestDefinition__r.name}</td>

          </tr>

          <tr>

              <td>Open Date</td>

              <td>:</td>

              <td><apex:outputText value="{0,date,M/d/yyyy h:mm a z}"><apex:param value="{!relatedto.BMCServiceDesk__openDateTime__c}" /></apex:outputText></td>

          </tr>

      </table>

      <br></br>

      Thank you,<br/>

      Service Desk Team

       

       

          </body>

      </html>

      </messaging:htmlEmailBody>

      </messaging:emailTemplate>