article variables don't work

Technical assistance
1

Infos:

  • Used Zammad version: 6.5
  • Used Zammad installation type: docker
  • Operating system: Server Ubuntu 24.04 / Client Win11
  • Browser + version: Chrome 146

Expected behavior:

regarding Articles — Zammad Admin Documentation documentation
The variables

#{article.body} or #{last_article.body}

in the signature should paste the body of the incoming mail into to answear when hitting the “reply”-button

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Email to reply to

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should quote
“Hallo,
test vom Verlauf
LG”
Mit freundlichen Grüßen
at the end of each reply-mail

Actual behavior:

  • it just adds a dash - to the text

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Steps to reproduce the behavior/what I’ve tried so far:

  • set up a signature with eg #{article.body} and reply to an email in the group the signature is assignes to
  • add a text module with the same variable → same behavior
  • also tried with an actual customer mail if being agent and customer at the same time is a problem → same behavior
  • tried multiple variations of first_, last_, created_, .body_as_html and so on variations as mentioned on the admin docu
  • quotation by marking text in the original email when hitting reply works though
  • other variables like #{ticket.created_at} work as intended
  • as mentioned in other topics, those article-variables don’t show up when hitting :: , thats ok but as far as I understood they should work nevertheless
  • the mails I tried this on already exist, tried some with only one “input” and also some with a longer history
  • yes, those were all mails not only “notes”

Thanks in advance, maybe I’m just too dumb and would be happy if someone just tells me the correct syntax

2

Of course this won‘t work. The signature loads variables when you begin to write the article. The article body is not available at that point (for obvious reasons).

This is a limitation the documentation also hibts you about.

3

I thought first_article.body is like the incoming mail / the first textblock in a ticket.
Whats the correct way to “quote” the whole request like in a standard email-app then?

like

  • my answear
  • my signature
  • request of the customer
4

You could enable full quoting in the composer settings instead lf manual fiddling. There‘s no option to deliver a whole history with a variable.

5

Thanks, that was exactly what I was looking for. Tbh I checked all settings several times but not this one in the ticket itself.
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