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Custom Variable (Token) with User selection in email Template only outputs a ID instead a Username

Hi folks,

i try to use the "queue email templates" to mail multible fields from a ticket to different contacts assigned as cc to the ticket

everything works fine, only 1 value will not output what i want: $ticket_custom_5_value (check below).

Behind "$ticket_custom_5_value" i configured a "user selection" (Fieldtype: User) and the variable dont outputs the full username but the ID associated in the kace user pool.

Nz2BbuaC2v7xkqqTPvfiSd4wshFAAAADkjhAKAACA3BFCAQAAkDtCKAAAAHJHCAUAAEDuEiG0paUFAAAAuG3xnGmjEgoAAIDcEUIBAACQO0IoAAAAckcIBQAAQM7Wyb+ZjauH0lGNywAAAABJRU5ErkJggg==


is there any option/ idea to use a variable to output the full username or is a custom tickt rule, (with a SQL query to match ID to Username) my last option?

if a custom ticket rule is my way, maybe you can share your SQL statements/ Ticket rules, so i dont need to forge the weel from scratch ;)


Thanks a lot!
Simon

--------------------------------------------------------------------------------------------------------------------------------------

A new Proccess has started:

$ticket_title

$ticket_category

Due Date: $ticket_due_date

First Name: $ticket_custom_1_value
Last Name: $ticket_custom_2_value
Title: $ticket_custom_3_value
Department: $ticket_custom_4_value

Manager: $ticket_custom_5_value

Cost Center: $ticket_custom_8_value
ORG-Group: $ticket_custom_10_value


For complete details, see:
$ticket_url

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Answers (2)

Answer Summary:
Posted by: Hobbsy 1 month ago
Red Belt
0

Top Answer

That looks as though the functionality is choosing to use the ID of the user rather than the name. If the previous custom fields are working as expected, I would suggest that there is a bug. Raise a support call and see what Quest says.

Posted by: Laxhuber 1 month ago
White Belt
0

ok thank you, i will reach out to the Quest support

will update the Ticket if i get a solution from Quest for other KACE Users with this problem, until this i will mark your hint as best answer

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