With the version 1.16x update, is form data sent with the email alert? Currently running 1.15.x and use help topics with forms. However it is a bit cumbersome when you get a email about a ticket with no information in the body. I can click the link and go to the ticket but that defeats the main purpose of receiving the email.

Thanks for your time.

@PaulFender

What alert are you talking about? The New Ticket Alert for Users or Agents? Also, the default New Ticket Alert for the Agents has the Issue Details included in the alert.

Cheers.

    KevinTheJedi

    When the new ticket alert is received I get the email and it shows the template text.

    Hi admin,

    New ticket .......
    department.......

    Then nothing, no data from the form that has been filled out.

    This is the same for the Ticket is assigned to you email.

      Here is the settings, they should be the default.

      @PaulFender

      Yea it looks like someone edited your template which is why it's not working. Change %{ticket.thread} to %{message}, save changes, and retest.

      Cheers.

      Tested with %{message} and the new ticket body now contains the text %{message} in the body. The rest of the variables are working. However still no form data.

        The help topic has a form assigned to it and I have the %{message} variable is in the new message alert and the form data for the help topic is filled out. However the ticket alert email has none of the form data and only displays only the text %{message}

        Over variables like %{ticket.number} and %{ticket.depart} convert to actual data.

          Here are two screen shots. One it the ticket where the form was filled out and the other was the email received about the ticket.


          @PaulFender

          The %{message} variable only includes the Issue Details (if filled out). It does not include custom forms/fields. You must add a new variable to the template for each field you want to display in the alert (eg. %{ticket.field_variable_name}).

          Cheers.

          Okay, I will have to look into that. I have a few forms and as far as I can tell I can't specify a new ticket email alert based on help topic. if help topic x, use new ticket form y, that kind of thing.

          Thank you.

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