The example below is related to WORKORDER object but can be applied to any main object.
First of all you have to create a relationship in Database Configuration between the WORKORDER object and the LONGDESCRIPTION object.
Launch Database Configuration and select the WORKORDER object. Open the Relationship tab and create a relationship with the following properties.
- Relationship: LONGDESCINFO
- Child object: LONGDESCRIPTION
- Where clause: ldkey=:WORKORDERID and ldownertable='WORKORDER' and ldownercol='DESCRIPTION'
Save the relationship. You shouldn't need to activate Admin Mode.
To include the long description in a communication template use the tag :LONGDESCINFO.LDTEXT
If you want to apply this technique to other objects you have to verify which is the LDKEY field to be matched against the source table.
For the TICKET object the LDKEY matches the TICKETUID field so the correct where clause is different.
ldkey=:TICKETUID and ldownertable='TICKET' and ldownercol='DESCRIPTION'