Auto populate ticket description basis incident category

[former_member66250]

Issue Description: I want to populate a template file in the Ticket Description Field, based on the selection of incident category. For example: While creating a ticket, if I select a specific incident category (i.e. UKA Payroll and Benefits), Ticket description field should auto pick a template/few details that is required to be captured to fulfill the request. (i.e. Pay Roll Id, SAP Number, Frequency, etc.) I tried the workflow rule which does not have any fields relevant to Ticket Description. Hence, not possible. Please suggest, how can I achieve this in our tenant. https://my330803.crm.ondemand.com/

Thank you/Sonu Kumar Contact: +91 9718659222

[former_member303175]

Hi Sonu,

You can create a custom field and logic to update the details and refer to for business.

OR

For an incoming email to automatic ticket creation scenario, by default, the content of the email is copied to the description field. You can try altering email content that matches your pre category selection.

Thanks,

Vani

[former_member66250]

The question is how do I achieve this in my tenant. Do you have a guide or detailed description for the same in some sort of a blog that you can share with us.