Ticket Description missing on ConnectWise emails

Aaron Corney Updated by Aaron Corney

Problem

Variables such as [fullticketdetails] and [fullticketdetailsformatted] are missing on your emails generated out of ConnectWise for new tickets logged by DeskDirector.

This is an API limitation explained on this GitHub thread.

Solution

A flag is available on your Admin Console

  • System
  • Feature Configuration
  • Tickets
  • Ensure ticket created email contains ticket description

How did we do?

DDPortal (Installed client) Vs. DDWeb (Web Client)

Creating an integrator resource in Autotask

Contact