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!

Arthur