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08/26/2019 179 views

In the emails people receive, they have no idea what the ticket is about because it does not include the Issue Summary in the email. How do I include this?

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  • $quoted_mail does not work. Is there a better variable than $ticket_history ?

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There's a known issue in versions 9.x, where tokens will not work if they are triggered by custom ticket rules.
And another one for HTML emails.  (works fine with Plain Text emails).

I would recommend contacting Tech Support:
https://support.quest.com/create-service-request

Unfortunately, there is not $ticket_summary token available, you might want to vote and comment here:

https://kace.uservoice.com/forums/82699-k1000/suggestions/17006977-email-token-including-ticket-summary


Answered 09/02/2019 by: Channeler
Red Belt