Can I add the value of a custom field into an email notification?
I used this KB article to create a custom rule to email the technical group when a ticket is in the queue, https://support.software.dell.com/kb/111222. Is there a way to add a value from a custom field to an email notification? For example our users choose a building location. When the notification email comes through to the technician, I want the location on that email. Is that possible? The field is Custom_field_value0 or Custom_1.
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Posted by:
chucksteel
9 years ago
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You need to add the custom field to the select query in order for it to be available as a variable in the email. In the select SQL find the line that begins with FROM. If you followed the KB article you listed then it should read FROM HD_TICKET. The line above that is something like 'helpdesk@mycompany.com' AS NEWTICKETEMAIL -- $newticketemail where you should have customized the email address. Add a comma to the end of that line and add this:
HD_TICKET.CUSTOM_FIELD_VALUE0 as BUILDING
You can now use $building in your email. You can add other custom fields by including them in the same way, just be sure to separate the fields with a comma.
Comments:
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like this I'm assuming.
SELECT
-- ticket fields
HD_TICKET.ID, -- $id
HD_TICKET.ID AS TICKNUM, -- $ticknum
HD_TICKET.TITLE, -- $title
DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created
DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified
-- change fields
C.COMMENT, -- $comment
C.DESCRIPTION, -- $description
GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',
H.DESCRIPTION,'\n',H.COMMENT,'\n\nPlease see your ticket at http://kaceassets.sboe.org/adminui/ticket.php?ID=',H.HD_TICKET_ID,'\n')
ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history
-- about the updater
UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname
UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname
UPDATER.EMAIL AS UPDATER_EMAIL, -- $updater_email
IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional
-- about the owner
OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname
OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname
OWNER.EMAIL AS OWNER_EMAIL, -- $owner_email
IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user
-- about the submitter
SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname
SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname
SUBMITTER.EMAIL AS SUBMITTER_EMAIL, -- $submitter_email
-- about priority
P.NAME AS PRIORITY, -- $priority
-- about status
S.NAME AS STATUS, -- $status
-- about impact
I.NAME AS IMPACT, -- $impact
-- about category
CAT.NAME AS CATEGORY, -- $category
-- other fields
-- -- example of static distribution list
'xxx@abc.net' AS NEWTICKETEMAIL -- $newticketemail,
HD_TICKET.CUSTOM_FIELD_VALUE0 as BUILDING
FROM HD_TICKET
/* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
AND C.ID=<CHANGE_ID>
/* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
/* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
/* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
/* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID
/* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID
/* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
/* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
/* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
WHERE
C.DESCRIPTION LIKE 'TICKET CREATED%'
/* this is necessary when using group by functions */
GROUP BY HD_TICKET.ID
HAVING 1=1
I added that line but when I get the email, it only says Building: $building in the email. - mjreccoppa 9 years ago-
The syntax is correct, I'm not sure why the value isn't getting populated. You might want to try checking the "Email results" box and having the results of the query sent to you. This helps troubleshoot sometimes. - chucksteel 9 years ago
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Ok, I figured it out. There had to be an issue with the SQL statement itself. I just deleted my test queue and created a new one and everything worked perfectly....thank you. - mjreccoppa 9 years ago
