I am wanting to provide a requester an expectation for IT response without using a table. For instance if theĀ {{ticket.priority}} is Urgent and the SLA Matrix defines that Urgent is First Response = 30 minutes, I want to be able to placeholder that in the new ticket email notification. How can I achieve this?
What I am doing today:
Dear {{ticket.requester.name}},
IT has received your ticket and classified the priority as {{ticket.priority}}. Priority is calculated using the Urgency:Ā {{ticket.urgency}} x Impact:Ā {{ticket.impact}}Ā of your ticket. You can expect an IT response by using the table below:
| Priority | First Response |
| Urgent | 30 minutes |
| High | 2 business hours |
| Medium | 4 business hours |
| Low | 8 business hours |
Ā
What I want to do:
Dear {{ticket.requester.name}},
IT has received your ticket and classified the priority as {{ticket.priority}}. Priority is calculated using the Urgency:Ā {{ticket.urgency}} x Impact:Ā {{ticket.impact}}Ā of your ticket. You can expect an IT response in {{ticket.firstresponsedue}}.Ā
