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Including the incident Subject in a closed-incident survey
Answer ID 1631   |   Last Review Date 07/22/2019

Can I include the Subject line from the closed incident when sending the closed-incident survey?


Surveys, Incident subject


The content of the invitational email is defined within the transactional survey on the Invitation Message tab.  When configuring the content of the invitation message, you can add a merge field to include the incident reference number or the incident subject.

From the Toolbox on the Invitation Message tab, click Merge Field in the Dynamic Content section at the bottom of the Toolbox.  Then, expand the Incident Fields folder to select either the incident reference number or subject.  You can include two merge fields if you wish to include both the reference number and subject.

Edit survey, from Toolbox, Dynamic Content section, select Merge Field, expand the Incident Fields folder and select either incident reference number or subject or both.

For additional information, refer to the 'Customizing the Invitation Message in Transactional Surveys' section in the Online Help User Guide documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.