ProfessorI tried to come up with a solution to this -- I added custom properties to devices/device groups that I hoped could be inserted into the alert template, but the problem is this really can't work since there is no single master template. What you CAN do is use a custom email integration, which allows you to fetch the resultant alert message as ##MESSAGE##, and then you can put stuff around it based on whatever you like. But if you choose to do this, you lose all the features of normal email alerts, like reply-commands (ACK, SDT etc.). The current alert system is very limited, but I am hopeful it will be improved in the somewhat near future based on conversations I've had with LM folks.
What we have been using is a custom integration that feeds into an actual template system (not just unconditional token substitution), from which we generate markdown output that feeds into a ticket. In that I can synthesize some of the links that allow for ACK/SDT and API calls can be used to populate more information into the ticket.
