Can I add the value of a custom field into an email notification?
I used this KB article to create a custom rule to email the technical group when a ticket is in the queue, https://support.software.dell.com/kb/111222. Is there a way to add a value from a custom field to an email notification? For example our users choose a building location. When the notification email comes through to the technician, I want the location on that email. Is that possible? The field is Custom_field_value0 or Custom_1.
Answer Chosen by the Author
You need to add the custom field to the select query in order for it to be available as a variable in the email. In the select SQL find the line that begins with FROM. If you followed the KB article you listed then it should read FROM HD_TICKET. The line above that is something like 'firstname.lastname@example.org' AS NEWTICKETEMAIL -- $newticketemail where you should have customized the email address. Add a comma to the end of that line and add this:
HD_TICKET.CUSTOM_FIELD_VALUE0 as BUILDING
You can now use $building in your email. You can add other custom fields by including them in the same way, just be sure to separate the fields with a comma.
Answered 04/27/2015 by: chucksteel
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