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CA Service Desk, Unification of notification of activities.

Question asked by CarlosMora11 on Dec 12, 2018
Latest reply on Dec 12, 2018 by CarlosMora11

Hi all.

Best regards.

 

We have activity notifications when a service ticket is solved (Resolved and automatic closing) and what we want is to unify both (leave a single notification), we already have the HTML with the information of the two notifications in one, however we want inform the user the date in which the service ticket will be closed automatically, the variable that allows this is @ {esc_style = html keeplinks = yes justify = line: description}.

 

But if we enter this variable in the notification what it will bring next is the answer given by the analyst who has assigned the case.

 

Is there any way to bring that date in this notification?

 

Thanks for your prompt responses.

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