[rt-users] template emails for custom fields

[psminusaxl]

Hi guys,

I got a template that sends out an email everytime a ticket is created.  It
works fine as is, it has the company information and standard greeting and
even the ticket number and subject of the ticket.  Here's the delima though:

I got a queue, say Support and under support I've created several custom
fields (sub queues) such as desktop, printers and network.  I can't seem to
figure out what syntax I should be putting in the template in order for the
email to send out the custom field information.  i.e: if a ticket is in the
Support queue and is in the printers sub queue, it would send out the
email to the user with both of those information.

Any help is appreciated.  Thanks,
pslminusaxl

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] template emails for custom fields

[Raed El-Hames]

Hi;

You can include something like:

{my $subq = $Ticket-FirstCustomFieldValue('sub queues')}

In the body of the template; any where you wish 2 lines below the header 
lines


Regards;

Roy


psminusaxl wrote:


Hi guys,

I got a template that sends out an email everytime a ticket is 
created.  It

works fine as is, it has the company information and standard greeting and
even the ticket number and subject of the ticket.  Here's the delima 
though:


I got a queue, say Support and under support I've created several custom
fields (sub queues) such as desktop, printers and network.  I can't 
seem to
figure out what syntax I should be putting in the template in order 
for the
email to send out the custom field information.  i.e: if a ticket is 
in the

Support queue and is in the printers sub queue, it would send out the
email to the user with both of those information.

Any help is appreciated.  Thanks,
pslminusaxl



Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] template emails for custom fields

[psminusaxl]

Thanks Roy for responding!  I actually *just* figured it out.  The thing
that constantly
threw me off is that all the thread support i've read always included that
additiona ('sub queues').  I have multiple queue and I wanted to make sure
that the right queue gets placed in the template.  As it turns out all I
needed was to exclude that and the proper value would get populated:

{$Ticket-FirstCustomFieldValue}

Thanks again,
psminusaxl

On Wed, Apr 14, 2010 at 8:52 AM, Raed El-Hames r...@vialtus.com wrote:

 Hi;

 You can include something like:

 {my $subq = $Ticket-FirstCustomFieldValue('sub queues')}

 In the body of the template; any where you wish 2 lines below the header
 lines

 Regards;

 Roy



 psminusaxl wrote:


 Hi guys,

 I got a template that sends out an email everytime a ticket is created.
  It
 works fine as is, it has the company information and standard greeting and
 even the ticket number and subject of the ticket.  Here's the delima
 though:

 I got a queue, say Support and under support I've created several custom
 fields (sub queues) such as desktop, printers and network.  I can't seem
 to
 figure out what syntax I should be putting in the template in order for
 the
 email to send out the custom field information.  i.e: if a ticket is in
 the
 Support queue and is in the printers sub queue, it would send out the
 email to the user with both of those information.

 Any help is appreciated.  Thanks,
 pslminusaxl



Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com