How do I add service request answers to the subject lines of emails?

Administrators have the ability to pull Text Field answer values through to email subject lines. This can be used, for example, to pull through a council tax number when sending out an email (to a submitter, another administrator, or a third party).

What steps do I need to follow to add answers to subject lines?

1. Go into Administration > Forms Builder, and select the appropriate form.

2. Scroll down to the Text Field item, whose answer value you would like to be pulled through to email subject lines. You will see the "Merge fields" option. You can select between 1 and 10 (so if you set this as "Merge custom 4", this answer value will pull through when "Merge custom 4" is selected in an email template).

3.  Save  the changes, and publish if required.

4. Go into Administration > General > Templates > Email Template, and either create a new email template or edit an already-existing one.

5. Configure the details as required. On the right side of the screen, you can search for merge fields like you would do for dynamic fields (which can also be pulled through to email subject lines). Copy the relevant merge field, and paste it into the subject line.  Save  the changes.

6. When a user submits a service request using the configured form, go into Service Desk, select the relevant SR, and scroll down to Send >  Email  

7. Select the email template you have configured, and the merge field will pull through the answer value within the subject line. When the email is sent, this answer value will appear in the subject line for the receiver. This process also works when sending an email from a rule action.