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Using $summary although it's hidden

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Hi,


Is it possible to use the $summary token even though it is hidden in the ticket view?

We need this because the $last_comment token is often not sufficient. Especially when someone is cc'd, this would be very helpful. 

However, we don't want this in the view because it makes the ticket very confusing.


Thank you.


Kind regards

Alexander



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Answers (2)

Posted by: Nico_K 1 week ago
Red Belt
0

since it is hidden, you cannot fill it manually. With a Custom Ticket Rule this is possible, but hidden fields are hidden for a good reason

Posted by: buefa_fermum 1 week ago
Senior White Belt
0

I don't understand the reason. 

Why isn't the token $summary filled in mails when it's not vissible in the ticket view?

If we use it in the mail there stands $summary as a word. 

Our do you have another solution how to send mor informations than $last_comment in mails ?

We wan't to have the possibility to send the ticket summary and/or the first comment in the ticket when closing a ticket or when we forward it to other receivers.

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