Is it possible to put the properties of a ticket on a notification message?

[Legacy User]

My customer would like to send the properties fields information on the notification. Is it possible? If so, how?

[Jon_Israel]

Hi Juiliana,  I dont believe its currently possible to do this as there is no named variable that you can use for properties like there is for fields such as the ticket number or assignee.  Properties are created by customers, and are not out-of-the-box, thus we dont have a means of providing those attributes. This would definitely make a good enhancement to have a single variable that would show all properties associated with that ticket, which could then be used in the notification template.  You can post this as an "idea" on the communities, which folks can vote for, and then product management will review and decide if its a viable feature for future releases of the product.

Hope this helps,

Thanks,

Jon I.

[Grant Bruneau]

Hi,

 

According to Gutis this is possible, I copied his response from another thread.

 

https://communities.ca.com/message/241837312#comment-241837312

[User filled Category Propery field] - {call_req_id.properties.x.label}:@{call_req_id.properties.x.value}

e.g. for the first property: {call_req_id.properties.0.label}:@{call_req_id.properties.0.value}

[Legacy User]

Thanks!.. It did work!

 

De: gbruneau

Enviada em: quarta-feira, 2 de março de 2016 15:45

Para: Juliana Mendo <[e-mail]>

Assunto: Re:  - Is it possible to put the properties of a ticket on a notification message?

 

CA Communities <https://communities.ca.com/?et=watches.email.thread>

 

 

Is it possible to put the properties of a ticket on a notification message?

 

reply from Grant Bruneau<https://communities.ca.com/people/gbruneau?et=watches.email.thread> in CA Service Management - View the full discussion<https://communities.ca.com/message/241865245?et=watches.email.thread#comment-241865245>

[JEROME MAYER]

Yes in addition to that.

Any relation to foreign table that are constructed from a BREL or QREL and that return an array can be constructed the same way where 0 is the first element of you array, 1 the second etc... so you can potentially use this technic to list last activities, attached sla or solutions logged into the ticket like below and many others :@{call_req_id.alg.0.desription} or @{call_req_id.soln_log.0.desription}

Hope this help.

/J