Incident's email
xenon2050
August 12th, 2008
So whenever a incident is closed we have it send out a email. The email includes the incident title, incident number and the last comment. Problem is, in the last comment I only want the end users to see the comment that I leave, not "the Category changed", "Assigned to name changed" and so on and so forth. I was looking at the SQL tables and it appears they are all stored in the same field so I doubt I can include my comment and not the rest of the stuff, but if I can let me know. That in mind, is there a way to put a space inbetween my comment and the rest of the stuff? Problem is it is hard to see what I wrote and not all the extra junk because they are all the same text etc... Any ideas?
Filed under: Helpdesk Solution, Endpoint Management and Virtualization
Incident's email
What email template are you sending out for a closed incident? The email templates (located under the admin menu) can be edited to display the only fields and information you want shown to the customer.
Hi, wow this is a old
Hi, wow this is a old comment...
I've pretty much figured that it isn't possible to do what I want to do.... But to explain, when I send out a email it shows up like this:
Comment
Blueprints scanned and printed up.
Notify rules were modified.
Priority changed
From: Medium
To: High
Status changed
From: Open
To: Closed
Close code changed
From: None
To: Completed Successfully
Now I like to have everything after the second line in the helpdesk record. But I don't want them in the email sent to people. They don't need to know that the priority changed for instance. But I still want to be able to look at the incident and see that priority was change...
Does that make more sense?
Incident's Email
That does make sense...perfect sense. We've had the same issue. We don't want to de-select "Include incident change log with every incident comment" under the Incidents Settings on Notification Server...because we want to capture all of the modifications...however we don't need any of that information to go out to our customers.
The only other suggestion I have for you is possibly sending the user an email using an email template (type: E-mail Action) with WORKITEM(workitem_email_message) in the body. Then the user only sees what you add into the body of that particular message only. And yet, the contents of that msg are contained within the history for that incident.
Hmm,
Well I tried what you suggested and it doesn't work for me. I looked in the SQL tables and there isn't any workitem_email_message, the field that stores all that stuff is workitem_comment... And that field has all the extra junk in it.
incident's email
How doesn't it work for you? Using the process I described....I copied what was written into the incident below. You can see my changes and comments have been preserved in the incident. However, what was sent and visible to the customer is listed there as well.
3 ‑ 10/30/2008 3:48:14 PM Abuhl, Jacquelyne (JLAbuhl) ‑ E‑mail
I am documenting the changes to this incident.
Owned by name changed
From: Helpdesk
To: ALT-Help Desk
Priority changed
From: Medium
To: Planned
Type changed
From: 0-Unclassified
To: 8-Break Fix-Low
--------
E-mail has been sent.
E-mail template: Incident correspondence
To: JLAbuhl@SNOPUD.com
Cc:
Bcc:
Attachments:
Message:
Writing unique information from the actual comments in this field for testing purposes. This is what the customer sees.
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