ServiceDesk

Hi All,

I have a question to see if this is possible. In email templates, you use a drop down to choose what you want to include such as processID, AffectedUser, etc. What I want to do is parse the "affecteduser" option to use their first name only. So, it would go like this:

Hello John,

Your ticket (processID) has been closed.

BLAH BLAH

Support team

Instead it goes like:

Hello John.Doe@contoso.com,

Is this possible?

I don't think so. You'd have to skip the automated "Send Email" rule and instead use a "Send Incident To Workflow" rule after creating a custom workflow to do what you need.

I figured a custom workflow would be the way to do it. I suppose its not that big of a deal. Perhaps an enhancement request would be in order. Just for a little more customization.

I woudl upvote that request. I've always been a little suprised that only a small subset of the data from an incident (or change, or problem) is available for the email templates. It seems like an easy thing for them to create tokens for every column in the table.