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I've created a custom ticket rule to notify the owner when a ticket is overdue by sending an email. That part works great. Now what I want to do is make the email a little more informative. I am able to include things like category, impact, priority, submitter, etc... but I also want to include information from a custom field in the ticket layout. (I have defined CUSTOM_1 as a single select field with about 30 different possible string values. I want to display the chosen string value)
Reading through posts and KB articles, I came across something that said in order to access the custom field data I need to use the appropriate column, CUSTOM_FIELD_VALUE0,1,2 etc... So, how exactly do I use that within my ticket rule? What do I put it in the query and where do I put it? Also, am I correct in assuming that these CUSTOM_FIELD_VALUE0 corresponds to CUSTOM_1 in the ticket layout?
Any help is appreciated, thanks.
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You would add CUSTOM_FIELD_VALUE0 in your query.
e.g.

select CUSTOM_FIELD_VALUE0, ...


In your email you would reference it as $custom_field_value0

This might help too:
http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=965&artlang=en#Overview_of_Email_choices

Also the bubble help in a rule editor explains this
Answered 10/11/2011 by: GillySpy
Seventh Degree Black Belt

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