Hi, currently our Kace user are synchronized with Active Directory. When the synchronization is done, we also import 2 custom fields, phone and location into the Kace user. When a new ticket is created in Kace, an email is sent automatically to a specific address. Is it possible to add the user (submitter) phone, location, custom fields information in the email ? If yes, how can I do this ?

Thanks in advance for your help!
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  • Thx a lot for the quick reply, I'll test with your proposed solutions.

    Thx!
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hello,

as far as I know you cannot use custom fields in the email templates.
for the submitter the variables you can use are limited to:

$ticket_submitter_email
$ticket_submitter_name
$ticket_submitter_phone_home
$ticket_submitter_phone_mobile
$ticket_submitter_phone_pager
$ticket_submitter_phone_work

You can try to map your LDAP fields with these pre-existing fields and use the standard tokens.
Another possible solution, more complex, is to use a custom ticket rule that generates an email.
You can find more about that in the replies of this article: http://www.itninja.com/question/kace-customize-email-using-custom-fields

Kind regards,
Marco - StockTrader

Answered 11/09/2015 by: StockTrader
Red Belt

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