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08/26/2018 150 views

Is it possible to get access to the variables that are defined and used when generating an email. I would like to get to these via a custom ticket rule. Is that possible


$ticket_due_date The due date as saved on the ticket. Administrators can override automatic due dates with manual due dates if necessary.

$ticket_escalation_minutes

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The variables available for a custom ticket rule are the columns selected in the SQL statement. If you use the rules wizard to generate your rule it will create quite a few of the typical variables. The beginning of the statement uses a SELECT clause to choose those columns, so you can look at that list to see the variables available. Most of the lines will end with an "AS SOMETHING" the something will be the name of the variable $something. Adding other variables is as easy as adding the appropriate column to the select list.

To get the $ticket_due_date add this above the FROM line:
, HD_TICKET.DUE_DATE as TICKET_DUE_DATE
(the columns are in a comma separated list, so make sure you have that comma.


Answered 08/27/2018 by: chucksteel
Red Belt

  • Thanks Chucksteel. I will try it

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