I've seen some other posts somewhat related to this but did not understand the solutions. Can someone give me a step by step breakdown on how to do this?
Here's what I'm trying to achieve: Platinum / Gold clients create a ticket and send an e-mail. Bronze / Silver clients create a ticket but do not send an e-mail.
I have the procedure written - not that complex... but I use a custom field (via Audit) to mark the SLA type. In an Agent Procedure, I can easily check the custom field by using #vSystemInfoManual.fieldValue#. In Service Desk, I cannot. I also tried [$vSystemInfoManual.fieldValue$] but that also didn't work.
Any help would be appreciated!