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Email Notification For Custom Status

Question asked by Stuart_ on Apr 5, 2017
Latest reply on Apr 5, 2017 by Stuart_



We have a custom 'Hold' status for request/incident/problem. When this is selected on a ticket, I want an email notification sent to the 'Affected End User'.


I have attached an event to the 'Update Status' activity notification, which has an associated notification macro and message template. The email is being sent as expected, but the content is empty for any @{ referenced fields. So I'm unable to pull any information from the ticket that was updated to the status 'Hold' into the email.


Any ideas on what is causing this?


Thanks Stuart