Below is an example of a customers email template from the excellent Helpdesk 6 product
As you can see it is sent to advise end users that an incident has been re-assigned to another worker or queue
It contains the following :-
- Which queue or worker the incident has been assigned to as an email link
- The name of the worker or queue it was previously assigned to
- Who has done this assignment as an email link
- When they have made this assignment
- The comment that was entered by the person doing the assignment (which would usually explain why they were re-assigning it)
All of this is the sort of basic information that should be provided to the end user in this type of situation....
I am now trying to implement this is Service Desk 7.5 but cannot see how to provide this level of information using the email template capability. The level of information and functionality required is simply not available....
Anyone got any suggestions or comments?
Cheers
Steve