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Issue trying to use ticket custom field data in email output from custom ticket rule

Here is the code I have so far


select

  distinct HD_TICKET.ID,

HD_TICKET.CUSTOM_VALUE4 AS PHONE,

HD_TICKET.CUSTOM_VALUE1 AS USERNAME,

HD_TICKET.CUSTOM_VALUE2 AS PASSWORD,

HD_TICKET.CUSTOM_VALUE3 AS EMAIL,

  case

    when HD_TICKET.SUMMARY like "%Company: company1%" then "Email1@somewhere.com"

    when HD_TICKET.SUMMARY like "%Company: company2%" then "Email2@somewhere.com"

    when HD_TICKET.SUMMARY like "%Company: company3%" then "Email3@somewhere.com"

    when HD_TICKET.SUMMARY like "%Company: company4%" then "Email4@somewhere.com"

    when HD_TICKET.SUMMARY like "%Company: company5%" then "Email5@somewhere.com"

    else "Email@somewhere.com"

  end as NEWTICKETEMAIL -- $newticketemail


from

  HD_TICKET

 join HD_TICKET_CHANGE c on HD_TICKET.ID = c.HD_TICKET_ID and c.ID = <CHANGE_ID>

  left join HD_TICKET_CHANGE_FIELD cf on c.ID = cf.HD_TICKET_CHANGE_ID

  join HD_STATUS S on HD_TICKET.HD_STATUS_ID = S.ID

  join HD_SERVICE_TICKET st on HD_TICKET.SERVICE_TICKET_ID = st.ID

  join HD_SERVICE serv on st.HD_SERVICE_ID = serv.ID

  ,(select S.`VALUE` ticket_label from SETTINGS S where S.`NAME` = "HD_TICKET_LABEL") settings

where


  HD_TICKET.PARENT_ID = 0 and HD_TICKET.IS_PARENT # Parent Ticket

  and serv.NAME = "Main Employee Process" # of process "Main Employee Process"

  and S.STATE = "closed" # on ticket close...

  and (

    c.DESCRIPTION like concat("%", settings.ticket_label, " Created%")

    or ifnull(cf.FIELD_CHANGED, "") = "STATUS_NAME"

  ) # ...on ticket close

group by

  HD_TICKET.ID



The error I get during the select is:11/23/2021 16:24:01> Starting: 11/23/2021 16:24:01 11/23/2021 16:24:01> Executing Select Query... 11/23/2021 16:24:01> mysqli error: [1054: Unknown column 'HD_TICKET.CUSTOM_VALUE4' in 'field list'] in EXECUTE("select distinct HD_TICKET.ID, HD_TICKET.CUSTOM_VALUE4 AS PHONE, HD_TICKET.CUSTOM_VALUE1 AS USERNAME, HD_TICKET.CUSTOM_VALUE2 AS PASSWORD, HD_TICKET.CUSTOM_VALUE3 AS EMAIL, etc.. 
If anyone has any ideas I would appreciate it
thanks
Jason

0 Comments   [ + ] Show comments

Answers (2)

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

Top Answer

I think it should be

HD_TICKET.CUSTOM_FIELD_VALUE4 Etc etc



Comments:
  • I really appreciate your help.. I think the select is working now.. but when I use the variables in my html e-mail that gets sent, it does not work..

    Here is part of the e-mail code:
    <table border="1" cellpadding="0" cellspacing="0" style="background-color:transparent;border-spacing:0px;border:0px;border-collapse:collapse;max-width:100%;" width="700">
    <tbody>
    <tr>
    <td style="min-width:5px;border:1px solid rgb(221,221,221);"><strong style="font-weight:700;">Computer Login Information&nbsp;</strong><em style="font-style:italic;">(See step 3 above for other account info)</em></td>
    </tr>
    <tr>
    <td style="min-width:5px;border:1px solid rgb(221,221,221);">Windows Username: $USERNAME</td>
    </tr>
    <tr>
    <td style="min-width:5px;border:1px solid rgb(221,221,221);">Windows Password:$PASSWORD</td>
    </tr>


    The resulting E-mail:
    Computer Login Information (See step 3 above for other account info)
    Windows Username: $USERNAME
    Windows Password:$PASSWORD

    again, thanks for any ideas you may have.. - jct134 1 week ago
    • Try the variable in lower case in the email text i.e. $password rather the $PASSWORD - Hobbsy 6 days ago
Posted by: jct134 5 days ago
Senior Yellow Belt
0

I ended up using this in my select statement:


select

  distinct HD_TICKET.ID,

HD_TICKET.CUSTOM_FIELD_VALUE0 AS TICKET_CUSTOM_1,

HD_TICKET.CUSTOM_FIELD_VALUE1 AS TICKET_CUSTOM_2,

HD_TICKET.CUSTOM_FIELD_VALUE2 AS TICKET_CUSTOM_3,

HD_TICKET.CUSTOM_FIELD_VALUE3 AS TICKET_CUSTOM_4,

HD_TICKET.TITLE, -- $title



And in my E-mail template I used these variables..

$ticket_custom_1

$ticket_custom_2

$ticket_custom_3

$ticket_custom_4



All is working perfectly now...





 
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