Steve Giller Posted December 13, 2016 Posted December 13, 2016 I thought I'd seen this question posted, but I can't find it, so apologies if it's been answered. Is there a variable to allow the call resolution notes to be conveyed in the email that is sent? Currently the customer is only getting a reminder of the Summary/Description of the problem, and I can't find a way to give the Resolution, which is resulting in customers claiming that we've close a call without fixing their issue.
Shamaila.Yousaf Posted December 13, 2016 Posted December 13, 2016 @DeadMeatGF I'm not sure if this video helps:
Steve Giller Posted December 14, 2016 Author Posted December 14, 2016 Sadly not - no mention of a Resolution Notes variable in there.
Victor Posted December 14, 2016 Posted December 14, 2016 @DeadMeatGF have you tried {{.H_resolution}} ?
Shamaila.Yousaf Posted December 14, 2016 Posted December 14, 2016 Thanks @Victor & @DeadMeatGF this issue has now been resolved. @DeadMeatGF liaise with Neil Hutchinson if you require details on how he resolved this issue. Regards
Steve Giller Posted December 15, 2016 Author Posted December 15, 2016 Thanks @Victor - no, I hadn't, just didn't see it as an option no matter how much I looked!
Victor Posted December 15, 2016 Posted December 15, 2016 @DeadMeatGF sadly, it is not (displayed as an option). Same as {{message}} variable. This one is used in email update templates.
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