/build/static/layout/Breadcrumb_cap_w.png

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_#).

KehY1c.png
Answer Summary:
0 Comments   [ + ] Show comments

Comments


Answer Chosen by the Author

0
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

1
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.

HD_TICKET.CUSTOM_FIELD_VALUE5 as new_variable,

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

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ