KACE Product Support Question

custom ticket rule variables

07/01/2015 2774 views

I am trying to get some variables working in a custom ticket rule (variables in custom ticket rule seem to be different than e-mail template variables).

I have the following cariables and all of them are working great except for the Ticket URL:

Created:    $created
Ticket ID:    $id
ticket URL: $ticket_url
Issue:        $title
Submitter:    $submitter_name

I have also tried $url but also didn't work..... Does anyone know where I can find the correct syntax for custom ticket rules?


Answer Summary:
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Answer Chosen by the Author

We have found in the past that it is easier to make up the URL from plain text and then add the ticket ID variable to the end to finish the URL.

From within a service desk ticket if you click the Choose Action menu and select Email Ticket as an option, enter your email into the popup window and wait to receive the email.

In the email you will see the full URL for the ticket eg


So in your email template you can use the following

Created:    $created
Ticket ID:    $id
ticket URL: https://k1000.indigomountain.co.uk/userui/ticket?ID=$id
Issue:        $title 
Submitter:    $submitter_name

Answered 07/01/2015 by: Hobbsy
Red Belt

All Answers

The variables available for custom rules are determined by the fields selected in the select statement. Any columns returned will be available as $column_name in the email template. 
Answered 07/02/2015 by: chucksteel
Red Belt

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