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Email Template - Line Manager Attribute


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As part of our processes, we require emails to be sent to the customer’s Line Manager. Would it be possible to have this as an attribute that we can select on email templates to display the name within the email?

Many thanks,


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Hi @Alisha

You can currently send an email to a customers line manger and specify an email address to use


We have just completed a story to allow you to get the line manager's display name as a variable on a request.  This will allow you to hold this value in a custom field on a request and then use this in an email template.

This story will be in the next Service Manager which is due to be available in the next two weeks (subject to any issues during testing)



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