Hi,

We send emails on incidents directly from ontime.  The incident id automatically appears in the subject which is fine, but I would like the incident name to appear in the subject as well so the recipient can have some context.  Is there a way to change this in a template or in a setting.  I have looked and the templates only allow for changing alerts and notifications.  Right now, we are copy/pasting into the subject which is not very efficient and prone to errors.  Thanks for any help!!

 

PS - We are using OnTime 8.1.1

John

Hello John,

Yes you can edit the templates to include the name in the subject.  Go to Tools => Manage => E-mail Templates and you can insert the name in the subject of the template.  Note that OnTime uses the Incident ID to reference the incident and if it can not find one it will create a new Item.

---

Brian C
Axosoft Support
support@axosoft.com
1.800.653.0024 option 3
http://community.axosoft.com
--Try Axosoft University--

Thanks for responding!  Unfortunately, I don't think I was clear in my explanation.  The templates you speak of are for Notifications and Alerts, not sending a standard email, unless I am totally missing something (which is possible ).  Here are the steps we go through:

1) Open an existing incident to bring up the Edit Incident window

2) Click on the "Emails" tab

3) Click on the "New Email" button

4) A "Send Email" window pops up

5) The subject is pre-populated with "Re: [#xxxxxxx]"

6) We then manually add the name of the incident to the subject so it reads "Re: [#xxxxxxx] Name of incident"

We would like to control what goes into the subject line automatically so that the name of the incident automatically appears next to the #.  Do this help clarify?

 Thanks!

John

Does anyone have any insight before I change this to a tech support ticket?  Thanks!!

John

Hello John,

That is currently not a feature of OnTime.  You can submit a feature request above by clicking Requested Features.  It is possible to add the "Name" in the subject to the e-mail template as a default but not to a new outgoing e-mail.

---

Brian C
Axosoft Support
support@axosoft.com
1.800.653.0024 option 3
http://community.axosoft.com
--Try Axosoft University--

I really think this is a good idea, too often people here forget to add a proper subject, and the mail go to the client with a subject like:

Re: [#SRX00285]

which of course doesnt mean anything.

what I really would like to be able to do is format the subject message to be something like:

[INCIDENT ID] <Our product name> - <incident name>

where <Our product name> - is a constant string.

I have submitted a feature request for you and would encourage anyone else interested in this option to also submit a feature request.  Your Feature ID is 4070.

---

Brian C
Axosoft Support
support@axosoft.com
1.800.653.0024 option 3
http://community.axosoft.com
--Try Axosoft University--