c.Support Community

The following question was posted after the last Webinar on v7.5. 

Q: Does this version allow you to insert a user defined field into a correspondence template?
A: The ability to include form specific custom fields in a correspondence template has been in the solution for several releases, but category and asset type specific custom fields can not be inserted. 

I would like to dispute the answer to this, as if you open a blank correspondence on a specific incident ticket, and insert the custom fields, you can then copy those fields into a template which can be used anytime with that category.  Of course it can only be used with the category that includes the custom fields, but it can be done.

Hi kzimmer1,

Thanks for your input and example on the question that was submitted at the webinar.  Darren may have some additional follow-up on your comments, but he's off today, so if he posts any further thoughts, look for them next week.

Best,
Eric

 It is correct that category specific custom fields can be included within emails created from an incident ticket to which they are associated.  As the question pertained to correspondence templates rather than to correspondence created from an individual ticket I wanted to let the questioner know that when defining a correspondence template via configuration. the category and asset type specific custom fields will not be listed in the include field drop down list.  As a side note though, the tags for custom fields related to a category can be manually added to a correspondence template rather than being selected from the include field list.  If a correspondence template is used from a ticket that doesn't use the category the tagged custom fields are associated with the tags would simply be ignored.  Thanks for your feedback k, it's helped us provide a bit more detail regarding the correspondence and custom field features of c.Support.