Editing Default Templates

Technical assistance
1

Infos:

  • Used Zammad version: 5.2.x
  • Used Zammad installation type: Package
  • Operating system: Debian 11
  • Browser + version: Chrome 106.0.5249.61

This is more of a question than a bug report.

I am using the Scheduler to escalate stagnant tickets.

I want to edit the default template /opt/zammad/app/views/mailer/ticket_update/en.html.erb to include the body of the article, so that once a ticket is escalated to 2nd level they can just view the ticket body in the mail. I am having issues with this. I am not very familiar with the variables and how they are implemented. Any assistance appreciated.

When I get the mail now, instead of seeing the article body where I want to see it, I see this:

Information:
#{article / no such object}

I believe I should see the article body where I see #{article / no such object} (this is my understanding). My ticket_update/en.html.erb looks like this:

Updated Ticket (#{ticket.title})

<div>Hi #{recipient.firstname},</div>
<br>
<div>Ticket: (#{ticket.title}) has been updated by "<b>#{current_user.longname}</b>".</div>
<br>
<div>
#{t('Group')}: #{ticket.group.name}<br>
#{t('Owner')}: #{ticket.owner.fullname}<br>
#{t('State')}: #{t(ticket.state.name)}<br>
</div>
<br>
<% if @objects[:article] %>
  <div>
  #{t('Information')}:
  <blockquote type="cite">
  #{article.body_as_html}
  </blockquote>
  </div>
<% end %>
<% if @objects[:changes].present? %>
  <div>
  #{t('Changes:')}:<br>
  <% @objects[:changes].each do |key, value| %>
    <%= t key %>: <%= h value[0] %> -&gt; <%= h value[1] %><br>
  <% end %>
  #{t('Information')}:
  <blockquote type="cite">
  #{article.body_as_html}
  </blockquote>
  </div>
<% end %>
<br>
<div>
  <a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
</div>

So I thought I would see the content of article.body_as_html - but in place, I see #{article / no such object}

Its probably something very simple.

The resulting email looks like this:

Hi Mark,

Ticket: (Escalation check 3) has been updated by “-”.

Group: 2nd Level Support
Owner: -
State: new>

Changes - edited by Mark:
Group: 1st Level → 2nd Level Support
Information:
#{article / no such object}

View this in Zammad

I made the #{article / no such object} bold to highlight it

I want it to look like:

Hi Mark,

Ticket: (Escalation check 3) has been updated by “-”.

Group: 2nd Level Support
Owner: -
State: new

Changes - edited by Mark:
Group: 1st Level → 2nd Level Support
Information:
Hi, this is a customer sending an email to your support desk. This is the most recent response from the customer.

View this in Zammad

What am I doing wrong? I am just copying what I see in other templates to this one - but I am definitely getting it wrong.

Again, any help, tips or pointers appreciated.

2

So it seems that many of the variables available in Articles — Zammad documentation are not valid.

They are returning incorrectly, even if they show up properly in other templates.

I have found a workaround by using the built in SLA function - but I think this is not how this is supposed to behave. I cant understand why article.body would return no such object - the object exists in other templates.

Ill keep trying to figure this out so that I can perhaps be of help to the community - it seems that help is sorely lacking on this forum.

3

Because the object in question is not available in the scope you’re trying to use it.
The notification in question does not fire due to a specific new article but due to a ticket escalating which is missing article scopes. They’re just not needed in that scope within the core.

This is a free community without any guaranteed reply or help.
If you need in time answers due to your business needing that, consider a support contract.

4

I understand its a free community. That is why I am trying to offer my experience (however limited) to try and assist others like me who may stumble on my post. I have not contacted anyone directly asking for assistance.

I had no intention of offending anyone. I just don’t want people like me to think that there is no help on offer - so I am offering mine.

I now understand why its not working as expected - I still don’t understand the reasoning behind not making these variables available globally - perhaps its a ruby thing I just don’t understand yet. At least I have a useable workaround.

I fear I might have to learn Ruby to make use of Zammad effectively. I would get a support contract, but for my limited use, the cost of the support is simply too high.

Feel free to trash this post if it breaks any community guidelines.

5

This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.