I have a custom field that I want to include in the resolution text that gets sent to via email.  It is called CUSTOM_1.  When I type "$ticket_custom_1"  It shows up in the email as "$ticket_custom_1" (see below for an example of what is seen in the email to the submitter upon resolution).  I want the receiver of the email to see what is in the field, not the field name itself.  The other fields show up correctly.  How do I do get Custom_1?

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The fields available in the email templates are fixed and described in the online help of KACE 1000.
If you want to generate another email customised email you need to use a custom ticket rule that sends the results as an email.
 Kind regards,
Marco - StockTrader
Answered 11/11/2015 by: StockTrader
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To add to the above, to include the custom field it is easier to use a Custom Ticket Rule as you can then select your custom field and then add it in as a variable to your template.

When creating the custom rule tick the "Email each recipient in query result box" this will then display the Subject, Email Address and Message boxes

The Column containing email address is a variable that must just be added in capitals, i.e.SUBMITTER_EMAIL and that must be included as part of your select statement within the rule.

You must then add in your CUSTOM_FIELD_VALUE_1 into the select statement so that you can then use that in the Subject or main email box but this time as a $ value.

So if your select statement says something like


then you will be able to use the $Resolution_text variable in your email template
Answered 12/17/2015 by: Hobbsy
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