- Used Zammad version: 6.2.0
- Used Zammad installation type: Docker
- Operating system: Linux
- Browser + version: Safari 17.5
We are setting up a notification to agents when a ticket have reach the solution time set in the SLA, and we would like to add to this notification the name we give thee SLA, we are using other variables we are using include, ticket number, customer name, ticket priority, type, but can seen to be able to add:
- SLA that Breach (we have SLA by times, 2hrs, 4hrs, 8hrs, etc) and would like to add the one that was breached
- The description the customer provided when the ticket was open (we can’t find this variable)
Thanks!
