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How to add custom id in email in action rules.

allon

We are having trouble pulling custom fields in WHD to be put in an email as part of an action rule.

Ticket <ticket_id> this works

Custom fields

Rank <custom_44> id # is from database

DSN <custom_49>

It is not pulling the info. What are we doing that is incorrect? we followed directions in admin guide.

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Accepted answers

pabely

As it says in the Action Rule Setup for Action > Send E-Mail

* Ticket attributes may be represented by the following tags:

Thus the numbering is per the Ticket Custom Field ID, not the one in the Database, the one in the UI Interface

All comments

pabely

As it says in the Action Rule Setup for Action > Send E-Mail

* Ticket attributes may be represented by the following tags:

Thus the numbering is per the Ticket Custom Field ID, not the one in the Database, the one in the UI Interface

allon

Do you mean the display order?

I tried this also. I think I am missing something...

allon

Looking to grab custom fields from clients not tickets. Is it possible to pull the custom fields from a client and place that information in an email template? This would be very helpful for our organization as we need to display a persons rank/title so that we can properly address the users. Thank you.

calvincheng

Hi Folks,

Is it possible to add custom field from Clients into the email template?