How can i generate and auto-populate summary with contents when a new ticket gets created/generated?

[Sandip Bhogal]

Hi team, wonder if you can help guide me on this. I have a form, which looks like:

 

When this form is filled by the customer and submitted, the first ticket email confirmation goes out to the customer, is there a way we could have the title and content to be specifically be picked from this form to be included in the email confirmation the user receives? 

At the moment you will see that the email the customer receives will only have the new ticket number logged and summary, we would want it to show specifically the Change summary from the form along with its contents put in by the customer. 

 

If i were to display the change summary and the contents to what was written by the customer is it possible to show on an email also? If so, whats the best way to do this, for me to implement this change?

Would appreciate your help, thanks

Sandip

 

 

How to generate /populate summary + description when customer receives ticket email

[Steve Giller]

@Sandip Bhogal You can map the Change Summary answer from the Capture to the Request Details, either in the form by mapping the field to h_description, which will directly copy the answer into the Request Description, or in the Workflow using an Update Request Details node.
I prefer the latter option as this allows you to add text around the given answer, so you could have a Description of:

Change Summary provided by Customer: This will need to be about the new changes in place for development

You will need to ensure the Workflow has a Get Request Information->Intelligent Capture Answers node before the update node, and then use the variable picker to select the answer from your Intelligent Capture.

Once the Details are populated they are available for use in an email Template.