Pass custom field values in ticket rule email
We are using a custom ticket rule to email a user on ticket creation and close (https://support.quest.com/kace-systems-management-appliance/kb/111222/how-to-notify-any-user-or-group-by-email-when-a-new-ticket-is-created).
We want to include some relevant information from the ticket that is currently in custom ticket fields, but I'm not sure how to pass them to the 'Email each recipient in query results' email body. Similar to $ticknum and $title, but with the custom_field_value# (or custom_#).
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Posted by:
Hobbsy
6 years ago
You first have to select the data value of the custom field you want to use in the SELECT statement as a variable and then you will be able to use the variable as a $variable in your email text.
HD_TICKET.CUSTOM_FIELD_VALUE5 as new_variable,
Will be then used as $new_variable within the email template
Posted by:
pandrews
6 years ago
Top Answer
Thank you for helping, but I found a better way in the admin guide:
$ticket_custom_X_label = the name of the custom field
$ticket_custom_X_value = the value of the custom field
Where X is the number of the custom field.