Version 1.9.12. I've added a field to the Open a New Ticket form for the user's department. I'm having a problem passing that department info to the New Ticket Alert email sent to Admin/Agents. I'm sure it has something to do with the variable names I'm using. No matter what the User/Ticket creator uses for department, the alert email shows the department as "Support". Any suggestions?Open a New Ticket form:Contact Information form settings:New Ticket Alert email template:New Ticket Alert email sent to Admin:
Is it possible that you chose 'Support' in 'Help Topic' dropdown?
Thanks for the reply. "Support" isn't an option in our Help Topic dropdown. I've been using Feedback or General Inquiry when testing.
Just wanted to clarify that I added the Department field to the Open New Ticket form. It wasn't there by default, but was included in the sent email by default.
Department is an internal osTicket thing... If you added an additional "department" field you will have to add your new variable to your email template
Thanks ntozier. I was starting to look into custom variables. I think I tried that once, but ended up with blank information sent in the email. In the contact information form I used the variable udept (User Department) and then tried using ticket.udept in the email template. I was wondering if that variable prefix should be different since it is coming from the contact form.
If you are using the Contact Information builtin form you would want to try %{ticket.user.VARIABLE}
Changed variable in contact information form to userdept.Used %{ticket.user.userdept} in New Ticket Alert email template.The email sent shows: Department: %{ticket.user.userdept}Something flashes on the screen momentarily, but it is too quick for me to catch what is says.
Update: I restarted my system and it now works. :-) Not sure if the same thing could have been accomplished by restarting the MySQL or Apache service, but thought I would give it a try.Thank for your help ntozier.
