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KACE Product Support Question


KACE Service Desk email templates - include Category

03/05/2020 105 views

I'm modifying email templates for the automated email to be sent when a new ticket is created.  One bit of info I like to include is the Category.  I know I can do this with a custom rule and writing my own SQL code, but the template is much easier to read and I'm not great at SQL.  Is there a variable name I can use in the template which would output the value of the Category field?  I'd also like the Impact.

It seems odd that I can show the output of all custom fields, but I cannot find a way to display the value of some of the pre-defined fields.  Hopefully I'm missing something and I can do this using the templates.

Thanks.

Below is the template I am trying to use.  I highlighted the variables which I hoped would work, but don't.

New $helpdesk_name ticket created via email.


Summary: $ticket_title

Submitter: $ticket_submitter_name ($ticket_submitter_email)

Office Phone: $ticket_submitter_phone_work

Category: $ticket_category

Impact: $ticket_impact

$ticket_custom_1_label: $ticket_custom_1_value

Link: $ticket_https_url


Additional Details:

$comment


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