Ticket Creation Issues
Answered
Posted Oct 18, 2024
Howdy all!
I am trying to add the {{ticket.title}} in the Subject line of the automated Notify by email > Ticket Requester.
But…. everytime I do this is what the End User sees when they receive the email.
Any ideas how to get rid of the “Disclaimer… ” ?
Thanks!
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4 comments
Audrey Ann Cipriano
Yay! Thanks, 6594238169882 I am happy we have resolved this!
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Geoff Ludwig
Thank you Heather and Audrey - problem has been resolved!
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Audrey Ann Cipriano
Hi 6594238169882 this issue can happen if the Subject field is inactive or is only visible to agents.
The placeholder renders the description of the ticket instead. This is the first comment on the ticket. To use the Subject field in notifications to end users, the Subject must be visible to end users.
More info here.
Hope this helps! Let me know if this isn't the case and we can check further!
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Heather Rommel
I don't know for sure, but I suspect some sort of Trigger or webhook collision is going on. Can you please click “events” on the ticket and review what's firing on the ticket at the time of creation? That should get you in the right direction.
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