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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

How to get the ticket message body in the ticket assignment email

As the title suggests really, I've had a go but cant find out how to get the ticket body to be included in the new assigned ticket email that goes out to technicians I have tired %{message} and %{ticket.thread} both didn't work :-(

Any help would be greatly appreciated.

Cheers

Comments

  • Go to Email Template -> New Ticket Alert

    You can update the template ( I have customized the template as given below, it might help you )

    New ticket #%{ticket.number} has been created 

    Ticket Category: %{ticket.topic}

    Ticket Subject: %{ticket.subject} 

    From: %{ticket.name} <%{ticket.email}> 

    Comments:

    %{message} 


  • Tired that, all I get is the actual text "Comments: %{message}" 
  • Tired that, all I get is the actual text "Comments: %{message}" 
    Not sure, what's wrong. It's working for me.
  • Try:
    %{ticket.thread.original}

  • Long time since updating this but basically the same issue, I cant get the message body in the ticket assigned email no matter what I use, ive tried %{ticket.thread.original}

    Ive also tried copying all the supported variables into the email template and then creating a new ticket to see what it pulls through all to no avail. Woe is me!

    Any help would be greatly received.

    Dan
  • have you upgraded?
  • A few months a go yes were on v1.9.11 (c1b5a33) now Upgrade n
  • i would check the html view of the template , meaning the coding side not the wysiwig and make sure it is formatted properly.
  • edited September 2015
    I have the following: 

    <h3><strong>Hi %{assignee.name.first},</strong></h3>
     Ticket <a href="%%7Bticket.staff_link%7D">#%{ticket.number}</a> has been assigned to you by %{assigner.name.short} <br>
    <br>
    <table>
    <tbody>
    <tr>
    <td>
    <strong>From</strong>:
    </td>
    <td>
    %{ticket.name} &lt;%{ticket.email}&gt; &lt;%{ticket.email}&gt;
    </td>
    </tr>
    <tr>
    <td>
    <strong>Subject</strong>:
    </td>
    <td>
    %{ticket.subject}
    </td>
    </tr>
    <tr>
    <td>
    <strong>Message</strong>:
    </td>
    <td>
    %{ticket.thread.original}
    </td>
    </tr>
    </tbody>
    </table>
  • Its working now doing it via the HTML editor.

    Cheers
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