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Questions
Notifications. Only modification of the ticket
The "ticket" notification template sends the entire ticket, all comments and tasks. I want to send only the changes that have occurred in the ticket, or at least the last comment. Among the template controls, I did not find anything that could be used for this.
Answer
There is too much information in email notifications.
It would be nice if the mail was like Redmine:
The first line of the email tells you what has changed in the ticket. Eg: "Status has changed from New to Assigned"
It also includes the last comment (if any).
The rest of the ticket is more or less like the same.
Hi,
Thanks for your suggestion.
This is already possible, you can use the mail template system to configure what you want to send (LAST followups for example), when (adding a follow-up, assigning a technician, etc ...) and for who (technician, requester, admin, etc...).
Regards,
Sorry I cannot find a way to do it with enough granularity.
How can I have a template for title changes, so when the title of an issue changes I can have this on the very first line of the body (or even the subject):
Title has changed from "OLD_SUBJECT" to "NEW_SUBJECT"
Customer support service by UserEcho
Hi,
Thanks for your suggestion.
This is already possible, you can use the mail template system to configure what you want to send (LAST followups for example), when (adding a follow-up, assigning a technician, etc ...) and for who (technician, requester, admin, etc...).
Regards,