%ticket.number Placeholder Not Working in Email Templates

Dentech

Hi everyone,

I'm currently setting up email templates in our osTicket system and ran into a strange issue.

In several of our templates, we use the placeholder %{ticket.number} to display the ticket number. The link to the ticket itself is working fine and includes the correct ticket number (e.g. #DT001231), but the visible value next to the hashtag (where the number should be shown) is just blank. So in the email, it shows up like this:

We tested this using the "Send test email" function, and the result is always an empty hashtag (e.g., #) without a number next to it — even though the rest of the placeholders work fine.

Are we maybe using the wrong placeholder syntax for the ticket number?
Would really appreciate any guidance from the community!

Thanks in advance,
Daniël

KevinTheJedi

Dentech

Sounds like you set a Custom Field Variable to number which would overwrite the real ticket.number Variable. All Variables need to be unique. So check your Ticket Details Form (and any other Custom Forms) to ensure you don't have a Custom Field with Variable name of number. If you do simply change it and should be good moving forward.

Cheers.

Dentech

Thanks a lot, that was exactly the issue!

I had assigned our internal finance number to a custom field with the variable name 'number', which was overwriting the built-in %{ticket.number}.

I’ve now changed the variable name in the form and everything is working perfectly again. Really appreciate the quick and spot-on help!