[resolved] Problem in Email Template

ovs

I have installed osticket 1.9.3 on centos.

I modified Ticket Assignment Email Template added ticket message in this template using ( %{message} ) but when ticket assign alert will come it display %{message} rather than ticket message.. So how can I get ticket message in Ticket Assignment Email Template.

Any help is greatly appreciated.
Thank You

ntozier

I do not believe that variable is allowed in that template.
You would want to use {%comments} to forward the assignment comments.

ovs

Thanks ntozier for your reply..

I am able to send other ticket details in this template but in ticket problem field it display %{message} instead of ticket problem text.

Mulielo

I am also having this problem.  We set our template up to use both %{mesage} and %{comments} so that we could see the user submitted description of the ticket in our email when it was assigned.  The %{comments} only includes any internal notes/comments entered during the assignment, which for new tickets is always "Auto Assigned".  I am on osticket version 1.9.2.

ntozier

Q: I am also having this problem.  We set our template up to use both %{mesage} and %{comments} so that we could see the user submitted description of the ticket in our email when it was assigned.

A: then you should be using %{ticket.thread.original}

ovs

ntozier,

can we use %{ticket.thread.original} instead of %{message} for get ticket Issue Details?

Mulielo

Thank you, thank you, thank you ntozier!!!  I didn't see that in any list of supported variables to use, and I haven't been using OSTicket long enough to know if that was an option from previous versions or anything.  I've hunted for a couple of weeks now, and finally we have the answer we were looking for!  Thanks again.

OVS, ticket.thread.original does seem to include the original message details, so as long as it works for the template you are working on, I would say use it.

ntozier

I try to maintain a current list at:
http://tmib.net/osticket-191-email-template-variables

I'm sure that I am missing some though. :)

ovs

Thanks ntozier and Mulielo %{ticket.thread.original} is working..

Thank you so much. :)

ntozier

Very welcome.  And thanks for letting us know that worked for you.
I'll mark this thread as resolved and close it.
Please start a new thread if you have another question, comment, etc.