Passing data to a Ticket Assignment Alert email

ldillon

I have a Custom List that contains a list of buildings that our managers would like passed on in Ticket Assignment Alert emails. I've looked at https://docs.osticket.com/en/latest/Admin/Manage/Lists.html and https://docs.osticket.com/en/latest/Getting%20Started/Email%20Templates.html but it's not clear to me how to pass this data. I've tried setting a variable in the custom list item properties Variable but I can never get it to not be red and don't really understand how to use or pass variables. I've tried including %{ticket.thread.original.body} and many variations in the Ticket Assignment Alert message body but it never works. Just including the whole original message would work, but it doesn't include the information that users select in the Help Topic. I feel like I'm not approaching this properly and obviously don't understand how variables are assigned, passed and referenced.

KevinTheJedi

ldillon

First make sure the Custom List is added as a Field to the Ticket Details Form or any other Custom Form attached to the needed Help Topics. Then make sure that Custom List Field has a unique Variable name set. Now when the User selects a Help Topic on the Client Portal they will see the Custom List Field to select their needed option(s).

On the Email Template side you can then use %{ticket.variable_name} (replacing variable_name with the unique Variable name you set for the Custom List Field) on the Ticket Assignment Alert to insert the Custom List Field value(s) the User selected.

Cheers.

ldillon

My Help Topic has a Custom Form called Physical Location. It has a Form Field with a Label called Building with a Type of Custom List called Buildingss and a variable name of building.

Under Lists I have a Custom List called Buildings. On its Properties tab, I've tried various things to make the Label and Variable happy, but the Properties box is red so I think it's mad about something, but it doesn't say what. In this example I've used "building2" to make sure the name is unique, but nothing seems to work.

If I tr to add %{ticket.building2} to the Email Template, it says it's a typo.

KevinTheJedi

ldillon

The Variable you'd use is the Variable within the Custom Form. You can delete the Buildingss Custom List from the Custom List properties. The Properties for the Custom List is basically additional properties for each List Item.

Cheers.

ldillon

I tried and tried but could not get this to work. The guy before me had the Location as a sub-form and I was using that. I deleted the sub-form and put the Custom List in the main Ticket and it just worked.

Thanks for the help!