Unable to retrieve Ticket number from hook when creating a new ticket to inform customer

Infos:

  • Used Zammad version: 6.2.0-1712931839.b27a0d24.jammy
  • Used Zammad installation type: (source, package, docker-compose, …) Linux
  • Operating system: ubuntu 22.04
  • Browser + version: Chrome 124.0.6367.158

Expected behavior:

  • When creating a new ticket via email, when i email the client to inform him of ticket creation, we want the ticket number to show within the body of the email. I am using a text module to retrieve the ticket number via a ticket hook.

Actual behavior:

  • The ticket number comes out as tsd#24- after using the tag #{config.ticket_hook}#{ticket.number}.
    but my subject of the email i send to the customer has the full ticket number

(for example
To: Client
Subject: TSD#24301234 subject

Dear Mr/Ms client,

We refer to your [request/issue] and have logged your case under reference number #TSD24-

)

> Therefore, there is a valid ticket number in the subject of the email but the body of the email displays an incomplete ticket number.

### Steps to reproduce the behavior:

this is my text module>>

* Dear [Mr./Ms.] #{ticket.customer.firstname} #{ticket.customer.lastname}, 

We refer to your [request/issue] and have logged your case under reference number #{config.ticket_hook}#{ticket.number}.

This is how it’s working for me: