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

    Link to Incident in outbound e-mail?

    Apprentice

      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:

       

      http://ld-sd-web/WebAccess/ss/object/open.rails?class_name=IncidentManagement.Incident&key=026b485b-bb76-4176-a440-9e3b2e1b58d8

       

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

       

      http://ld-sd-web/WebAccess/ss/object/open.rails?class_name=IncidentManagement.Incident&key={PM_GUID}

       

      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.