Track-It! 2018: OOTB Business Rule for "Notify technician on ticket assignment" does not include the "Ticket ID" and the "Ticket Summary" in the notification

Knowledge Article

Article Number

000304931

Old Article Number

000155896

Article Type

Solutions to a Product Problem

Title

Track-It! 2018: OOTB Business Rule for "Notify technician on ticket assignment" does not include the "Ticket ID" and the "Ticket Summary" in the notification

Summary

Track-It! 2018: OOTB Business Rule for "Notify technician on ticket assignment" does not include the "Ticket ID" and the "Ticket Summary" in the notification

Product

Track-It!

Component

Track-It! 2018.02

Applies to

Track-It! 2018.02

Problem

OOTB Business Rule for "Notify technician on ticket assignment" does not include the "Ticket ID" and the "Ticket Summary" in the notification when the assignment is done from the Grid View.

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Cause

Solution

Workaround:

Add the 'Delay' of one minute to the Define Actions Scheduler to run the rule after one minute of the {CurrentDateTime} like shown below

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Attachment(s):