When an email comes into our helpdesk it auto creates a case and emails the sender with a case number and summary of their case, it then emails staff to let them know a new case has been created,all working good,
When either the sender or staff update the ticket no one knows so i have been trying to get it to send an email notification saying that the case has been updated giving the case number and the customer/account name and details of the update
so far i have it so it sends an email with the subject line showing the update and the details in the body along with the correctly formatted date and time, what i cant figure out is how to get it to pull the case number and the customer/account name and then put it in an email,
I have a trigger for when notes is modified, added or deleted,
Change Type: Add, Mod, Del
Table: Notes
Scope : Org
I then have send an email when i click on to add dynamic field all that shows is Description, IS Document and Title, i tried to add list rows after the trigger but that made no difference, i tried changing the table from Notes to Case but then nothing happens when you add a note, you only get a notification when you change a field within the case.
I have tried copilot a million times but it does what i have already tried and there is never the case number or customer/account fields to select
