Service Desk Practitioners Forum

Reply to inbound email

Robert S. Falko
Acclaimed Contributor.

Reply to inbound email

For some unknown reason, OVSD has stopped including the Title of the service call when it replies to an inbound mail about that service call.

1. [Title] is indeed in the template.
2. It is a problem with all templates and commands.
3. It used to work.
4. We cannot detect what might have changed, such that it works no longer. In any case, nothing changed in the configuration of the email commands and the email templates.
5. Nonetheless we modified and resaved some templates, to no avail.
6. All the other fields are correctly returned in the remail replies - just Title does not work any more.

Anyone have an idea?