I have modified the "ticket modified" service desk email notification as seen below.  I cannot get the row "Ticket Detail: $ticket_CUSTOM_3" to display the data that is in that field.  Can someone please advise what I am doing wrong.  When the emails are sent, everything works, but that row just says ticket detail: $ticket_custom_3.

Ticket Updated.
Ticket Summary: $ticket_title
Ticket Status: $ticket_status
Ticket Detail: $ticket_CUSTOM_3

Last Update: $change_desc

Ticket History
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You need to make sure it's the same name in the SQL Select query.

For example:


then you can use the TICKET_CUSTOM_3 variable in your email which will point to CUSTOM_FIELD_VALUE2 which is really CUSTOM_FIELD_3 in the GUI. Welcome to KACE konsistency!

In your case I don't think there's anything to edit SQL wise so you have to use the actual name which should be $CUSTOM_FIELD_VALUE2 or $CUSTOM_FIELD_3. I'm not where I can access my KBOX to test but something like that should work.
Answered 09/26/2014 by: h2opolo25
Red Belt

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