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Checking for strings in the notes during the Service Desk Change automation.

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OK, I would like to change part of a ticket via email. Now, I know how to do this when it is first created. By putting something into the subject field or the message body. Now I would like to update/change a ticket via email but I think that I would have to check for something to show up in the notes field. Anyone know how to check the notes field or note logs?

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  • bump

  • Bump, still looking for some help on this one.

  • You use the Ticket Change procedure .. and the [$Changes$] variable will includes the note been added.

    So search for content within [$Changes$]

    i.e. if [$Changes$] contains "ABCD" then .....