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


  • 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

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

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.

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 ::.


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

This topic was automatically closed 60 days after the last reply. New replies are no longer allowed.