How to create email notification that includes resolution actions

  • 31 August 2023
  • 2 replies



I’m looking for the best way to accomplish the following:

When an agent works on a chromebook ticket, we need a way for them to mark the ticket in a such a way that our secretary is automatically notified by email what the level of damage is.  My idea was to create a resolution action for each level of damage, and then create a rule that sends the email when the ticket is resolved if one of those resolution actions was applied.  The problem is that there is no supported Variable Data Point for the resolution actions.  So basically the email doesn’t contain info about which resolution action was applied.  Sure our secretary can click on the ticket to find that information, but I really want it to be included in the email.  Is there a better way to do this?

Thank you,

2 replies

Userlevel 6
Badge +10

Hi @Robert Cebula 

Here are a few guides that might offer you some insight into setting up this workflow. I am thinking you could set up a tag that would trigger an email and include all the information with that tag. You would need to make a tag for each level of destruction. 😄

I hope this gets your started! 


I ended up doing something similar.  I created a rule for each resolution action that corresponds to the level of damage and sends an email customized email notification.