Ticket Name vs Description field solution

[trgteam]

Given the way Customer Alerts map Ticket data fields we are only able to use the Description field and Description field (First line only) variables to identify tickets (Other than the Ticket Number). Would it be a good idea to use the Extra Fields (i.e. Cause or other) for a Ticket Name field so that we can actually maintain the Name even when the description changes? Let me know if we are missing something or if it makes sense?

Thanks!

[Support Team]

Thank you for posting. Well, assuming we're on the same page here and discussing automated email alerts sent to customers on ticket open, close, etc. then - such alerts are based on Email Templates where you have full control over the design and content of such email alert notifications - they are based on Email Templates. This means that the number is definitely in there, or can be added if needed. Check out the Alerts to Customers guide for all details. Of course, if you were referring to something else, please let us know.

[trgteam]

Thanks! Definitely referring to something else. Here goes a better explanation:

We currently create email alerts with the given data fields: Ticket Number and Ticket Description: (Which also has Description- First paragraph only data field) as part of the email

That is great but there is no option for a Ticket name as a title (Something brief and concise) to put in an email subject line for instance. The issue with Ticket Description: (Which also has Description- First paragraph only data field) is that as soon as you update the Ticket Description field, the title changes in the subject line. Example subject line:

Project: 0500-1896 | Project Mega Network Implementation

after update to the description field the subject line then becomes:

Project: 0500-1896 | Update 12/16- Completed Kickoff meeting

We are thinking of using one of the extra fields to solve for this (so that "Project Mega Network Implementation" stays the name regardless of the most recent change to the description- "Update 12/16- Completed Kickoff meeting") unless we are missing a feature already available.

Hopefully that makes more sense!

Thanks!

[Support Team]

Thank you for clarifying your use case.

It is indeed possible to use another system field as a 'Ticket title' so it will be kept unchanged.
In case it's not already in use by your team, you may consider using the Notes field located under the Details tab that allows you to enter longer texts than what some of the "fields" may offer (probably about 30 characters, though this may be sufficient too).

If you end up using the Notes field for that, you can add it too to the Email Template subject line as well. Also, if you use it, only use a single line there (even though it accepts longer texts).

Please remember to restart the 'CRM Server' Windows service on your server after editing the Email Template to immediately apply the changes for Alerts to Customer.

Hope this helps!

[trgteam]

Thanks for the reply. Currently we use DESCRIPTION for the Client-side notification/ awareness and NOTES for any items that should only be seen by the internal team. Do you think there will ever be a way to capture or audit updates and changes to the DESCRIPTION or NOTES, so that they cannot be modified inadvertently? We would love to have an update record for the ticket until closure.

Thanks!

[Support Team]

Thank you for posting this.

Yes, and we have just prepared and emailed you a patch that will add support exactly for this. Meaning, audit records will get added also when the Ticket Description and Notes fields are modified.

Let us know how it goes.

Hope this helps!

[trgteam]

Thank you for doing that so fast! Support lives!

My only issue is that now it creates an audit record for each change instead of a single record that keeps track of all changes. Our ticket preview is now getting messy with a number of audit records for each update. Almost!! Let me know if there is something that I am missing. Thanks for all of your work!

[Support Team]

Thank you for the update and you are welcome!

Well, indeed separate audit records are added every time you save the ticket record after performing changes to a field that is backed by automated auditing. This is by design, or how auditing works - keeps history of saved changes to the fields getting audited - and who performed the change.

For what it's worth, while in the Ticket Preview you can use the 'Collapse All' link to reduce what's included in the view and be able to scroll faster.
In case collapsing helps - You can set it to show collapsed by default under Tools > Options > Display tab, the 'Preview Tab Display Mode' box.

Hope this helps!

[trgteam]

Super! Thanks for the explanation and the tip. Will give it a run!