How to show custom form field info in ticket reply?

Dav1d

osTicket v1.15.2
Apache/2
MySQL 5.5.41
PHP 7.3.18

In admin panel I made a custom form.
I attached that custom form to one of the help topics in osTicket.

The custom form shows up in all the tickets made from that help topic. So far so good.

When posting a reply (as an agent) I want to show information from the custom form atttached to the ticket.

When making a canned response, in order to make a reply from the ticket:
Typing %{ticket.} won't show the variables of the ticket attached custom form field to choose from.

Even if I use the variable name of a field in the ticket attached custom form, example: %{ticket.custom_1})
Won't work.....

Please help.

Daedalus01

The predefined list may not show the variable name, but it should still take it. I added a field for the name of the person submitting the ticket since our user accounts are generic. When I have a canned response go back to them, it uses that field in the greeting to make it more direct and personable and it works.

Dav1d

Daedalus01

Hi Daedalus01,

Did jou make that field in the Build-in form: Ticket Details?
or did you make a custom form with that field?
(and than attached that custom form to one off your help-topics )

awaiting a reply

Dav1d

Daedalus01

I have found that I use the same variable name in the ticket attached custom form, which I already used in the build-in ticket details form. (Var: custom_1)

That's probably why I don't get any information when I use the variable name the canned respons: %{ticket.custom_1}?

When I rename the variable in the custom form, it still won't show up in the suggestions pulldown when making a canned respons.
But when typing %{ticket.} with the renamed variable will show the information!

Maybe the programmers should look into that: that there will be an error message when you use a variable in the custom form that is already in use by 'Ticket details' form.
Or I suggest:
% {ticket."custom form name".variable} in canned response.

Daedalus01

It actually doesn't matter where the variable is, as long as its unique. I don't think any custom form variable will show up in the suggestion pull down since those are the base system variables. The help window shows how to tie in the custom variables for tickets, users, and company.