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!
Answers (1)
The SQL code will use a number lower than in the GUI, so CUSTOM2 in the GUI would be HD_TICKET.CUSTOM_FIELD_VALUE1 in the SQL code. You'll need to include HD_TICKET.CUSTOM_FIELD_VALUE1 in the SQL Select statement's SELECT section, something like this:
SELECT .... (all of your other SELECT items)... HD_TICKET.CUSTOM_FIELD VALUE1 as AFFECTED_USER .... (other SELECT items) FROM etc
Just be aware that HD_TICKET might be getting aliased as T (look for something like HD_TICKET T), in which case you would use T.CUSTOM_FIELD_VALUE1.
From there, use $AFFECTED_USER in the email, and the email should return the value.
For some examples of this, check out the Email Alert ticket rules in these posts:
http://www.itninja.com/blog/view/k1000-service-desk-time-tracking-queue-config-custom-ticket-rules-sql-reports
http://www.itninja.com/blog/view/k1000-service-desk-equipment-request-queue-config-custom-ticket-rules
Hope that helps!
John
