In TSRM, I've been creating an escalation whose purpose is to notify the service request affected user and owner of a new worklog insertion. The notification is something like this:
A new workflow record has been established for your service request No.: :ticketid:
Clic on the following link to go directly to the service request:
However, the worklog.description and :worklog.description_longdescription variables are not bringing up the last worklog record for this particular service request, but the first that was generated since the beginning of the times on TSRM.
I created an alternative escalation which is associated with the worklog object, marked the worklog object as a main object, but then I don´t know how to make the escalation sql condition to call up the ticket related to this particular worklog.
Thanks for your much needed help.