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How to assign value to subject name on Email reuse component on Ticket TI Screen?

Hi all,

We have a business requirement in which we want to populate subject field on email with the local product name instead of ticket subject. As a standard functionality its automatically showing the ticket subject description, can we alter the value of subject on email and assign local product name to it?

Please suggest the approach I can follow to meet this requirement and refer the sc for more details.

.

Regards,

Deepak

sc1.png (58.1 kB)
sc2.png (42.4 kB)
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2 Answers

  • Dec 22, 2016 at 10:53 AM

    Hi Deepak,

    Check if you can create XBO on ticket , and create AfterModify event where you update the email subject with Product.

    Thanks, Pradeep.

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    • Hi Pradeep,

      Thank you for the reply,

      This Email is a standard reuse component and they have user a 'Compose new mail' (plz refer Screenshot)event handler to transfer value from header subject to the email subject. As standard event handler cannot be modified so I am confused how to update email subject without modifying the header subject.

      Thanks,

      Pradeep

      sc-eventhandler.png (109.7 kB)
  • Dec 27, 2016 at 02:33 AM

    Hi Deepak,

    /Root/MessageName would be mapped in the inport , check to what it is mapped and try to populate that with the required text.

    Thanks, Pradeep.

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