How can I include property values in ticket notifications?

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Article ID: 107765

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction



I would like to include the property values from a ticket open in Service Desk Manager, what values should be specified in the notification template to allow them to display?

Environment

Release:
Component: USRD

Resolution

1. Open the notification template that you wish to alter, go into "edit" mode, and then click the "Edit HTML Message" button.
2. You can edit the template through the designer. Depending on the ticket type, you will want to specify a different code.

For Change Orders you can use:

@{change_id.property_list.0.value}

For Request/Incidents/Problems you can use:

@{call_req_id.properties.0.value}

3. In the examples outlined above I am displaying the first property from the property list, which is specified by the number "0". If you wish to display a different property from the list, you can alter the number to whatever value you wish. For example, if you want the 3rd property in the list, you would use the number "2".