Add Variables to "Stale Ticket" Rule

  • 7 August 2023
  • 2 replies


I want to add requestor name and ticket id in the email and or subject line of a stale ticket notification. I can’t find anywhere telling me if this is doable or not. I also would like to be able to see a sample email before activating the rule.


Best answer by Hannah Bailey 22 August 2023, 17:58

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Userlevel 7
Badge +16


This is a great question and the answer is that this is an enhancement and it is actively being worked on. Please see and follow the idea below and we will update you when this enhancement is released. 



Userlevel 7
Badge +16

Event better new @jmerwin 

This is now live in production.


Here is the Knowledge base guide around this feature.