{ticket.body} or {article.body_as_html} not found

Technical assistance
1

Infos:

  • Used Zammad version: 2.4
  • Used Zammad installation source: yum rhel7 package
  • Operating system: CentOs 7.4
  • Browser + version: Chrome 65

Expected behavior:

  • On public comments we want to send the customer an email containing the last comment that was done. Lots of documentation is referring to ticket.body or article.body_as_html.
    Both is not available when creating a Tigger and typing :: to get all the available placeholders.

Actual behavior:

Typing :: in the Trigger definition does not find ticket.body or article.body
image
or
image

Steps to reproduce the behavior:

  • create new trigger
  • choose “email” as object to execute and start typing ::

My best guess is that the placeholder got renamed to something else and I’m too blind to see it.
Any suggestion is welcome.
Thanks much

Edit:
Just saw that the email sent to the team when a ticket is not directly assigned to a person contains the body. In fact the functionality is available, but somehow hidden.
image

2

Digged more in the system as I found the email contained the info I needed.
Seems like zammad/app/views/mailer/ticket_create/$LANG.html.erb contains the mail body.
This file also contained #{article.body_as_html}.
Using this in the Trigger template works properly even though it is not suggested in the placeholders list when typing ::.

2 Likes
3

Neat! Works like a charm. I wonder why it’s not suggested though…

4

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