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How to send notification email with Hold Date and Hold Reason data from Incident?

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Article ID: 173106

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Updated On:

Products

ServiceDesk

Issue/Introduction

How to send notification email with Hold Date and Hold Reason data from Incident? These values do not seem to be available when creating an Email template for using in rules in Hold-related rulesets.

Cause

There are no variables available for On Hold Date and On Hold Reason (ImIncidentTicket.HoldDate and ImIncidentTicket.HoldReason in the database) when creating an Email Template.

Environment

ServiceDesk 8.5

Resolution

These values have been added as Email template variables in ServiceDesk 8.5 RU1.