7 Replies Latest reply on Jun 14, 2011 8:43 AM by cgodden

    Link to Incident in outbound e-mail?


      When an Incident is created from an inbound e-mail, is there any way to include a link to the Incident in the outbound reply?  On the Action Settings screen, in the Successful Creation section, the only placeholders available on the drop-down are {PROCESS} and {IDENTIFIER}.  The URL of the page in Self Service looks like:




      I tried putting {PM_GUID} in as a place holder:




      But that was just wishful thinking.  The e-mail went out with {PM_GUID} still there.


      Similarly, is there any way to insert the actual title or description of the Incident into the e-mail.  Having only {PROCESS} and {IDENTIFIER} as placeholders is really limiting.