mpuskar

There is an automation rule that can be created on a time based condition. If you set the amount to 1 day before due date / time you can have the action be to send an ad hoc notification to you which can include ticket number and title in the subject.

I found a partial solution. Does your subject line on the notification include "Incident {{incident_number}}"? Example: Incident {{incident_number}} - {{Incident_title}} This solved it for me. I can use generic email templates custom to the message and recipients can reply into the comments of the original ticket. Also, a…

I did hear back from support and it partially solved my issue. I had to include #VALUE on my subject line. For example the subject of the notification must include "Incident {{Incident_number}}" and that ties the response back to the original ticket. However, I am now faced with the issue where I need to create an account…