Adding a field to ticket creation notification email
We created the ticket notification email so whenever a ticket is created all the IT staff gets an email. We also added a custom field to the tickets that is hidden from the users called "Affected User". This way when we get a call or email and create a ticket we can specify who the user is that need assistance. We would also like to include this field on the notify email. It is listed as CUSTOM_2 under the ticket layout but when I include "Affected User: $custom_2" in the email body of the notify rule it doesn't populate on the email, it shows exactly that "Affected User: $custom_2". Any ideas? Thanks!