12-31-2013 12:02 AM
I have a requirement to include the contact's department in the email sent upon closure of an incident ticket.
I have tried using link file but I think in 9.32, there is a slight change in the link files (I think i am editting the wrong link file).
Can somebody advice if I have alternative to grab the department information of the contact?
Thanks in Advance.
01-02-2014 05:53 AM
Can you detail how you are sending the message as there are several different options.
For example are you using a notification, and if so are you using a custom format?
Are you using a macro, and if so with a custom format?
Are you using format control subroutines?
If you can state how you are send the mail and include screenshots of the configuration it may be possible to offer some guidance.
01-02-2014 11:47 PM
Another way: create a local variable (f.ex. $department) in format control IM.close.incident to which you store the department name. You can use this variable in your email.
01-06-2014 06:30 AM
If you are capturing dept info in incident table then you can easily send the data in email. Here you have to post info as Steve stated.
If not then you have to use JS or RAD script to fetch and incorporate data in mail.
Assign Kudo, if found post useful and mark it accepted if solves the issue.
01-13-2014 06:38 PM