How to change Email subject in Service Request

[rajiv_juarbal]

Hi Everyone,

In Service Request, you can send an email reply from a certain facet in the TI screen of the ticket. How do you change the subject name of the email based on the ticket attributes (i.e. ID, Status, etc.)? Do you need to implement a script for a certain event, or any configurations that will automatically populate the subject of the email based on some ticket attributes.

Thanks in advance.

Regards,

Rajiv

[ankurgodre · Accepted solution]

Hello Rajiv,

You first need to create a Custom Template based on your requirement:

Once you create template & based on available place holder you can choose what field of information you want to populate.

When replying to the Email from the ticket, click on the link for Template & select the template you created:

Hope this helps!

BR

Ankur

[rajiv_juarbal · Accepted solution]

Hi Ankur,

Thanks for your suggestion, it's applicable to the email message only, not on the subject and the attribute that I'm going to use is not an available placeholder in the template.

Regards,

Rajiv