Use effective number in email subject

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Modify the email subject to display the relevant ticket number by using the task effective number. For example, if your service ticket is associated with a universal request, then you must mask the service ticket number and show the UR number.

    Before you begin

    Role required: admin

    About this task

    The task_effective_number is a dynamic field value that displays the UR number when the service ticket is associated with UR and displays the actual service ticket number when there is no UR associated.

    Procedure

    1. Navigate to All > System Notification > Notifications.
    2. Open your service specific notification that you want to customize.
    3. In the When it will contain tab, in the Subject field use the task_effective_number.
      For example, in the Incident Opened and Unassigned notification, in the Subject field, enter Incident ${task_effective_number} - open and unassigned.

      Use effective number in email subject

    4. Click Update.