Systems Management Question

Pass custom field values in ticket rule email

02/19/2018 986 views
We are using a custom ticket rule to email a user on ticket creation and close (https://support.quest.com/kace-systems-management-appliance/kb/111222/how-to-notify-any-user-or-group-by-email-when-a-new-ticket-is-created). 

We want to include some relevant information from the ticket that is currently in custom ticket fields, but I'm not sure how to pass them to the 'Email each recipient in query results' email body. Similar to $ticknum and $title, but with the custom_field_value# (or custom_#).

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Answer Chosen by the Author

Thank you for helping, but I found a better way in the admin guide:

$ticket_custom_X_label = the name of the custom field
$ticket_custom_X_value = the value of the custom field

Where X is the number of the custom field.
Answered 02/28/2018 by: pandrews
Senior White Belt

All Answers

You first have to select the data value of the custom field you want to use in the SELECT statement as a variable and then you will be able to use the variable as a $variable in your email text.


Will be then used as $new_variable within the email template
Answered 02/19/2018 by: Hobbsy
Red Belt

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