I would love this, so that I can create a quick link at the top of the email notification to the ticket inside Cerberus HD on the web. I find myself copying the ticket ID from the email and pasting it into the web form, when a simple click would save a bit of time and manual switching. So in this case, I would add the URL fragment to the template, then the token for the ticket ID at the end to make a clickable link. This was a feature of 2.7.0 when I used it, and miss it in 4.x.

I definitely agree. I'm going to group this with a could other Watcher/Notifications requests. We're wrapping up 4.1 this week, but Watchers could probably use some love with the Support Center and Knowledgebase in 4.2.

CHD-422 and CHD-839 If not the same thing, appear to be heavily related.

Crimm wanted the return of the template-ing capabilities for e-mail notifications. He points to 3.x examples that are a good reference:

##ticket_id## - Ticket ID or Mask
##ticket_subject## - Ticket Subject
##ticket_status## - Ticket Status (new, closed, deleted)
##first_email## - The Body of the Original Ticket Email
##latest_email## - The Body of the Latest Ticket Email
##queue_name## - Ticket Queue Name (Support, etc.)
##requester_address## - The Email Address that Opened the Ticket.

Update Crimm's thread when implemented:
http://www.cerb4.com/forums/showpost.php?p=10484&postcount=3

Update Bill's thread when complete:
http://www.cerb4.com/forums/showpost.php?p=10731&postcount=5

Note that Bill and Crimm were both specifically interested in putting a web link in the notification back to the Helpdesk ticket. Our previous stance was clarified in CHD-326 where we rejected it for security reasons.

This would be a great feature for the char limit on SMS text messages too.

I'd like to receive SMS text message on my phone when a new ticket is assigned to me. I could tehn set up a simple notification (maybe include just the "requester" and "subject") so that I would not have to keep checking my iPhone's INBOX.helpdesk folder for new tickets.

I was talking to Bill in the Chat room and he beat me to the punch. It would be great if we could add this to the email notification system itself so each rule can have it own custom notification. That way we could sent up limited notification to send to phones via sms but at the same time send to my work email the full text.

Thanks
Robert

Related:
If we decide to implement custom watchers, maybe we could use tokens (CHD-839) to include the full list of requesters (CHD-1323).

Update this thread when completed.
http://www.cerb4.com/forums/showpost.php?p=11586&postcount=1

CHD-1392 was asking for ticket mask URLs in the watcher notifications. It's marked as wishlist at the moment but if we're going to build in custom watcher notifications (CHD-839) in a scheduled release, you might want to add #ticket_url# to the list of tokens.

Another request for SMS.
http://www.cerb4.com/forums/showpost.php?p=13627&postcount=1

"There's no specific info about what bucket/group or other status is happening with the watcher, it appears to be just a duplicate message."

http://www.cerb4.com/forums/showpost.php?p=13637&postcount=3

jsidhu in Town Hall +1.

This is possible in 5.4 with Virtual Attendants