Adding custom fields to email notifications

RT Users
1

Hello all,

My users are asking about possibly adding information from custom fields
into the email notifications they receive on things like queue changes,
comments, etc… I’m not sure how I’d go about something like that without
changing ALL the queue emails… there’s probably a simple solution to this
I’m overlooking. Does anybody have any insights?

2

Queue level templates named the same as global templates get used
preferentially.On 06/28/2011 10:22 AM, Chris Hall wrote:

Hello all,

My users are asking about possibly adding information from custom fields
into the email notifications they receive on things like queue changes,
comments, etc… I’m not sure how I’d go about something like that
without changing ALL the queue emails… there’s probably a simple
solution to this I’m overlooking. Does anybody have any insights?

2011 Training: http://bestpractical.com/services/training.html

3

Chris,

Here’s an example template of what we use for one of our Queues:

This ticket has been resolved. DO NOT REPLY to this message!
TICKET INFORMATION:
Queue : {$Ticket->QueueObj->Name}
Number : {$Ticket->Id}
Requestor : {$Ticket->Requestors->UserMembersObj->First->Name}
Created by: {$Ticket->CreatorObj->Name}
Created on: {substr($Ticket->Created, 0, 10)}
Owned by: {$Ticket->OwnerObj->Name}
Development Started on: {substr($Ticket->Started, 0, 10)}
QA Approved on: {substr($Ticket->FirstCustomFieldValue(‘QA Approval Date’),
0, 10)}
QA Approved by: {$Ticket->FirstCustomFieldValue(‘QA Approver’)}
Migrated on: {substr($Ticket->Resolved, 0, 10)}
Migrated by: {$Ticket->FirstCustomFieldValue(‘Migrator’)}
Resolution Comment:
{$Ticket->FirstCustomFieldValue(‘Resolution Description’);}

Here you have several Ticket fields as well as Custom Fields.

Hope this helps.

Kenn
LBNLOn Tue, Jun 28, 2011 at 7:22 AM, Chris Hall hiro24@gmail.com wrote:

Hello all,

My users are asking about possibly adding information from custom fields
into the email notifications they receive on things like queue changes,
comments, etc… I’m not sure how I’d go about something like that without
changing ALL the queue emails… there’s probably a simple solution to this
I’m overlooking. Does anybody have any insights?

2011 Training: http://bestpractical.com/services/training.html