Editing end of email labels

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4 Comments

  • Carsten Falborg
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    Hi

    Those fields are only visible if the recipient is an Agent. They are not in the email if it is to an End-user.

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  • Avantis Marine
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    Is there any way I can include them to the end user?

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  • Avantis Marine
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    And hopefully to choose which fields to display

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  • Brett - Community Manager
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    Hi Avantis,

    You would want to navigate to Admin>Manage>Ticket fields and edit any of the fields you'd like to make available to end-users. Screenshot below:

    You'll see a radio button which will allow for you to make these fields read-only to end-users.

    If you'd like to display these fields in an email to end-users you would need to edit your Notify Requester triggers under Admin>Business Rules>Triggers and apply the appropriate placeholders to the email body. For example, if you'd like to include the Group you would add the ticket.group.name to the email body of your trigger.

    Let me know if you have any other questions for me :) 

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