I have searched the forums and have not found an answer to this.

I am using the System Ticket Rules such as email on ticket reopen to alert techs if the ticket has been reopened by the end user. The problem, is that the email portion of the rule does not include the actual ticket number. The link in the email only takes the tech to the ticket screen. I tried adding the $ticket_url to the email or attaching it to the end of the url in the email and it does not work. Any help is much appreciated.
Answer Summary:
in a system ticket rule the ticket number should be simply $id -- also remember that these variables are always lower case
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The $ticket_number variable should return just the ticket number.
Answered 11/23/2011 by: dchristian
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Maybe I just don't understand the formating to get the correct link in there. So lets start over. I am working off of the built in System Ticket Rules such as WaitingOverdue and ReopenTicket. Here is what the generic email is set to for the built in Reopen Ticket System Rule.

Closed ticket owned by "" has been reopened.

You may review the ticket here:
http://support.<yourcompany>.com/adminui/ticket?ID=

The status was "" and is now marked as "Reopened".


Here is what we would like it to say
A closed ticket has been reopened.

You may review the ticket here:
(Link to ticket and ticket number here)

The status was "Closed" and is now marked as "New".


The problem is that I do not know how to attach the ticket number to the link or display it. If I put $Ticket_Number in the email, it just shows up as text as $Ticket_Number. Any help is appreciated since we are rolling this out next week on a trial to some staff. Thank You
Answered 11/23/2011 by: sdnbtech1
Fourth Degree Green Belt

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in a system ticket rule the ticket number should be simply $id -- also remember that these variables are always lower case
Answered 11/23/2011 by: GillySpy
Seventh Degree Black Belt

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FWIW, $ticket_number is only relevant in the email templates and is always the format TICK:xxx
Answered 11/23/2011 by: GillySpy
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Thank you GillySpy, the $id worked perfectly.
Answered 12/08/2011 by: sdnbtech1
Fourth Degree Green Belt

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