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!
Thanks!