MikeMcGovern

Happy to see the Description field available when creating new Incidents from automation rules! Is there any chance that we could have access to a {{Description}} variable in that field that would allow us to grab the description of the object that triggered the automation? Currently you can access the title,…

I would really like to see this as well. We have a need to filter the Tasks view based on some properties of the Service Request/Incident. Filtering on the title/description of the Task would work great if we could include dynamic content from fields in the Service Request. 

Yeah, exactly. For example, say a new Incident is created from a specific requester with a specific string in the title. We have some workflows where we need to create "child" tickets for other teams based on that original Incident. Currently we can access the title, category, requester, etc. of the original Incident using…

Hi there! This only works for Service Catalog forms so I don't know if it would work for your scenario, but I just set up something similar using a Process Integration and Power Automate. Basically you can create a Power Automate flow or Logic App that uses an HTTP request as the trigger type. Then you add a new Process…

Hi, Armando! If I'm understanding correctly, there's a global setting that dictates this behavior. If you go to Gobal Settings > Service Desk Settings and toggle off 'Auto set state to Resolved at workflow completion' I think that will solve the problem. 

Are you able to use a custom notification template instead of an ad-hoc email in your situation? {{change_info}} doesn't seem to be supported in the body section of a notification, but I think it should work if you were to create a custom notification based on the 'Generic Email Template' and then include {{change_info}}…