1 Reply Latest reply on Jul 30, 2014 7:01 AM by Stu McNeill

    How do I modify the email (notification) from the escalation action action type "Reassign"?


      There appears to be a blank notification when the "Reassign" action type is checked within the Escalation Action window.  In the Assignment Details panels the User/Group/Role, to which the incident will be re-assigned, is specified.  Separately there is a Notification Details panel which appear to be independent of the Assignment Details.  I have found that, when the Notification Details are populated and when the "Notification" action type is checked, a notification with all of the Notification Details is sent.  However this does not seems to be used by the Reassign action type, which sends.


      My question then is, how can the Reassign notification be modified to include useful information (i.e., Incident reference number and Raise User).


      Thanks in advance.