Rule Email showing Tokens
Recently I duplicated a rule which send out a notification email. For some reason the email on the new rule shows the tokens and I cant seem to get it to display information. I went into the admin guide and reset the tokens to the ones shown there but got the same thing. KAce version 7.2.1 Any suggestions would be appreciated.
Original email template:
TICK:$id has been assigned to $ownername.
Priority: $priority
Status: $status
Submitter: $subname
Submitter Email: $subemail
Submitter Default phone: $subphone
Alternate phone: $subcallback
Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=$id
$title
------------------------------------
$summary
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Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=$id
Revised email template based on Admin guide:
TICK:$id has been assigned to $ticket_owner_name
Priority: $ticket_priority
Status: $ticket_status
Submitter: $ticket_submitter_name
Submitter Email: $ticket_submitter_email
Submitter Default phone: $ticket_submitter_phone_work
Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=$id
$title
------------------------------------
$summary
------------------------------------
Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=$id
Emails I am getting:
TICK:100396 has been assigned to $ticket_owner_name
Priority: $ticket_priority
Status: $ticket_status
Submitter: $ticket_submitter_name
Submitter Email: $ticket_submitter_email
Submitter Default phone: $ticket_submitter_phone_work
Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=100396
Test #1
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Test #1
TOC_Admin Rule
18Jan18
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Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=100396
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Answers (1)
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Posted by:
chucksteel
6 years ago
The available tokens are generated by the select statement of the ticket rule. I'm guessing that the original rule that you duplicated had aliases set for the columns making them more user friendly. These will be in the first part of the statement and will look something like HD_PRIORITY.NAME as TICKET_PRIORITY.
The aliases will be in all caps, but the tokens will be lower case. If you aren't familiar with looking at the SQL to know which columns correspond to which tokens, you can post the select statement and I can help.
