I've been running into a problem lately with some of the alerts I am creating. For the most part the tickets are created just fine, and have all the information, but I have a few alerts that create a ticket without a request detail. This causes some glitchiness that we have to work around; we can't save the ticket until we manually enter the request detail, and when we do add the request detail the ticket has a tendency to lose it and demand we enter a request detail again.
I've tried copying the variables in the 'Alert Integration' section of the alert from a working alert over to one of the alerts that is not working, but it didn't seem to make any difference.
Does anybody know if there is a specific variable in the alert that Web Help Desk looks for and uses to create the Request Detail, or if there is a variable or other option in alerts that messes up the Request Detail? Or is there an option somewhere in Web Help Desk to have it auto-fill the Request Detail based off another field?