Most Recent Comment Only
Updated: 16 Jul 2010 | 1 comment
This issue has been solved. See solution.
We are using the "Notify contact when closed" Notify rule to notify the contact that the incident has been handled. I would like to customize the email template "guest issue addressed" by showing the worker's last comment only and add a link to the winuser console if the contact wants to see additional details/information.
Currently, the email template includes all comments - from the time the incident was created, each version, and until the resolution/closure of the incident.
Is there a way to only show the worker's last comment? I know how to add the link to the winuser console.
Thanks!
Discussion Filed Under:
Comments
I believe this is a default template
WORKITEM(workitem_comment) is the variable to insert the most recent comment into an e-mail template. But I've copied the entire Message portion of our template for you below. You should be able to clone your current Template, rename it, and then modify the Message section. Templates, as you know, are found under Admin > E-mail Templates > List E-mail Templates.
I believe this is a default template called Incident Resolved, but ours has customizations in color, so I'm not sure if this is the default name.
In either case, replace everything underneath the <!-- Message =========================================== --> line and above the </table> line with the following content. You will want to clone your current E-mail Template and then modify the copy to avoid production issues.
<tr>
<td class="txtMsgValue" colspan="2">
Your Helpdesk issue has been completed:
</td>
</tr>
<tr>
<td colspan="2"><small> </small></td>
</tr>
<tr>
<td colspan="2" class="txtSubTitle">
Details
</td>
</tr>
<tr>
<td class="txtMsgLabel">Incident #: </td>
<td class="txtMsgValue">WORKITEM(workitem_number)</td>
</tr>
<tr>
<td class="txtMsgLabel">Title: </td>
<td class="txtMsgValue">WORKITEM(workitem_title)</td>
</tr>
<tr>
<td colspan="2"> </td>
</tr>
<tr>
<td colspan="2" class="txtSubTitle">
Comment
</td>
</tr>
<tr>
<td colspan="2" style="padding-left:20px;" class="txtMsgValue">
WORKITEM(workitem_comment)
</td>
</tr>
Does this solve your problem?
Mike Clemson, Senior Systems Engineer
Intuitive Technology Group -- Symantec Platinum Partner
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