Ticket Notifications
Can I control which "standard attributes" appear in a ticket notification? I want to remove Due Date and Priority from all notifications as we NEVER use those. We have customized our notifications but even when I remove reference to those two attributes, they still appear in my notifications.
Asked by Jon Ricketson
on Fri 8/5/22 6:00 AM
Sign In to leave feedback or contribute an answer
Answer (1)
This answer has been marked as the accepted answer
Mark Sayers
Fri 8/5/22 10:30 AM
Hello Jon,
Can you supply an example email notification (.eml file or .msg) where those fields were included in the notification after you removed them from your templates?
Also, which ticketing app(s) did you remove them from, because there are multiple apps in your environment?
No feedback
Hi Mark. I am working in the Dartmouth Equipment Program ticketing app 3212. The Notification Template I removed those two attributes from is named Ticket Created (Requestor). I'll save one of that I received and send to you somehow?
- Jon Ricketson
Fri 8/5/22 12:22 PM
Thanks for that email Jon. When was the template in question modified to remove DueDate and Priority?
- Mark Sayers
Fri 8/5/22 1:38 PM
Hi Mark. I just forwarded a new notification generated just now. The template was changed on or before 8/3. Is there an audit trail of that somewhere?
- Jon Ricketson
Fri 8/5/22 2:05 PM
I'm pretty sure you are receiving the "Ticket Created (Ticketing User) Template" version of that notification. Because that template *does* have the Due date and Priority tags still on it.
That template is used when the recipient of the ticket creation notification *does* have TDNext + Ticket app access to the ticketing app this ticket was created in. - Mark Sayers Fri 8/5/22 2:06 PM
That template is used when the recipient of the ticket creation notification *does* have TDNext + Ticket app access to the ticketing app this ticket was created in. - Mark Sayers Fri 8/5/22 2:06 PM
Interesting. So under those conditions, does that notification get sent INSTEAD of the Requestor notification?
- Jon Ricketson
Fri 8/5/22 2:08 PM
That was it! Thank you Mark. That's good to know that it works like that - not obvious! Thanks again.
- Jon Ricketson
Fri 8/5/22 2:12 PM
And yes, under the conditions I mentioned a ticket app user with TDNext access gets the Ticketing User version of the creation template. That is expected.
- Mark Sayers
Fri 8/5/22 2:44 PM