ServiceDesk

 View Only
Back to discussions
Expand all | Collapse all

How can we include names in notifications rather than e-mail addresses

  • 1.  How can we include names in notifications rather than e-mail addresses

    Posted Mar 16, 2014 05:28 PM

    When sending notifications to End users and Support staff ServiceDesk inserts the users e-mail addres rather than First Name + Surname of Display Name.

    For example ..

    "Hi  Joe.Blogs@domain.com"

    "Hi j.blogs001@domain.com" 

     

    Although this is not so much of a concern for Assignees this is not a form of address used when addressing customers.

    Are we able to inlclude names in notifications rather than e-mail addresses without using the email workflow?

     



  • 2.  RE: How can we include names in notifications rather than e-mail addresses

    Posted Mar 17, 2014 08:55 AM

    Huh, I guess I never realized it didn't give that option. All of our email templates don't incude a name at all, so I didn't notice you don't get that option. I suppose not using names is the easy way out.

    One solution might be do create an ORM data type that reads in the first and last name fields (or whatever you want) from the user record. If you add a plugin to do this, then the data would be available in email templates and rules. https://www-secure.symantec.com/connect/articles/how-add-custom-data-existing-processes-incident-management-change-management-etc