Purpose
This email will notify a CSR when a new email is received related to the SD item. This allows the CSR to keep track of incoming emails to SD items that they are assigned to.
Recipient
The ##CSR_EMAIL## placeholder will insert the email for the Worker / Contact that is assigned in the Service Rep picker of the Service Desk item.
Content
The following boilerplate text will be inserted first into the email:
"An SD item for which you are the CSR has received a new thread email."
The ##SD_LINK## placeholder will insert the link to the SD Item as a URL with the text of the item's Service Desk number.
The ##SUBJECT## placeholder will insert the subject of the original email into the Notification and is always included.
The ##MESSAGE## placeholder will insert the message from the original email into the Notification and is always included.
Note: Since the subject and the message of any received email can be blank the ##SUBJECT## and ##MESSAGE## can insert as blank values.