+1I’d like to forward a ticket, including the description, location ect. in forder for the external company to place a hardware order.
I´ve setup the service item, workflow and everything is working, besides the information part. It won´t simply not drag the information over in the email.
All above should be done without an supporters interference, and after the ticket is forwarded et will be resolved.
+8Hi Debbie,
I hope you are doing well :)
I understand that you want to include description and other ticket details on the forward thread.
Please note that when you forward a thread the quoted text will only contain that thread and will not include other details. However you can navigate to admin > workflow > automation and create a automation with action forward and include placeholders which would pick the description and other fields. I have attached a sample action below,
Feel free to respond to this thread for any queries :)
Thank you
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