Filter created emails don't appear to access many osTicket standard variables

baplron

When using the Filter option for new tickets submitted via the web interface by users (not Agents), the template doesn't accept variables such as %{message} or %{ticket.thread}. The auto-completion doesn't show these variables, and autocompletion shows an undocumented variable %{ticket.message} which doesn't include any content from the ticket. Is there a limitation of available variables for Filter-instanced emails? Any list of which ones are supposed to work in the Filter emails? Thx.

KevinTheJedi

baplron

Can you provide further context please? Where are you attempting to use the variable?

Cheers.

baplron

Admin Panel > Manage > Filters > {selected filter} > Update Filter > Filter Actions tab
Here is a sample test filter message body use of 'standard' variables

+ +body of Filter Actions+ + +

Test 123 filter

= = = =

tmessage %{ticket.message}

= = = =

msg %{message}

= = = =

tmessageorg %{ticket.message.original}

= = = =

tsource %{ticket.source}
tnumber %{ticket.number}
tstatus %{ticket.status}
tcreatedate %{ticket.create_date}
tdept %{ticket.dept}
baseurl %{url}

Template (filtertestformessagebody)

+ +Here is the resultant email body received after the filter rules (detect department) are applied+++

Test 123 filter

= = = =

tmessage

= = = =

msg %{message}

= = = =

tmessageorg

= = = =

tsource Web
tnumber 24000617
tstatus Open
tcreatedate 08/21/2024 4:33 PM
tdept Digital Services Department

baplron

Here is the ticket message body as received in osTicket
Hi Ron Friedman,
A new ticket has been submitted with the following information:

From: Ron Friedman
Department: IT Help Desk Department
Ticket Subject: Test of ticket notification

Ticket Description:

Test of ticket notification. 0822 1031AM

From department Customer Service

[This is only a test]

For your information, the ticket number is: #24000620
To view or respond to the ticket, please login to the support ticket system template osticketagentnewticketalert

KevinTheJedi

baplron

Yea but where are you trying to use these variables? Is the Filter Action to attach a canned response or to send an email or what?

Cheers.

baplron

The Filter Action sends an email to an external email address when a new ticket is received from a particular DepartmentName (a custom field) that is supposed to include some fields from the new ticket received, including the ticket details and ticket summary of the submitted ticket. The 'standard' fields are used in the Filter Action. The email is sent. The ticket details do not appear. And when typing the variables into the Filter Action for sending an email, fewer variables than the 'standard' template variables autocomplete while typing. On the surface, it seems that the variable options with Filter Action for sending an email is much more limited than those available for templates.

KevinTheJedi

baplron

Yes, the Send an Email is limited in variables; however the message variable should be available. I will take a look at it later and see.

Cheers.

baplron

KevinTheJedi Thanks for that info. Is there a list of available variables for the Send as Email Filter Action? If not, is there "something" we can search for in the designated PHP so we can document what variables are available?

KevinTheJedi

baplron

There is no list within the UI (nor do I keep a list on me) but the code is open-source so you can definitely see the variable scopes the filter action uses:

https://github.com/osTicket/osTicket/blob/develop/include/class.filter_action.php#L621

Good luck! Cheers.