Using ticket values in email notifications


i have built a trigger that will send an email notification which uses values that are saved in the ticket. The way i do this is by using two colons and selecting the desired attribute. As seen in the following image

2023-05-08 16_00_40-IT Helpdesk - Kalender

In the actual email some but not all of the values are taken out of the ticket as expexcted and some only display the name of the attribute with a “/not allowed” message. The user from who we send our ticket mails was also temporarily given admin rights to check if it helps. I also compared the custom attributes and could not find a substantial difference. New attributes that I created also showed the “not allowed” message.

This is how it looks
2023-05-09 08_43_37-Ticket-Benachrichtigungen - - Outlook

  • Used Zammad version: 5.4.1-1682687131.5ab2a47f.focal
  • Used Zammad installation type: (source, package, docker-compose, …) package
  • Operating system: Ubuntu 20.04 LTS
  • Browser + version: Google Chrome Version 112.0.5615.50

Expected behavior:

  • All attributes appear correctly in the mail, as they are in the ticket

Actual behavior:

  • Some attributes do not appear as in the ticket, instead the attribute name is shown with a “/not allowed” message

Steps to reproduce the behavior:

  1. Create custom attributes for tickets
  2. Create a trigger which sends an email notification and uses the custom ticket attributes
  3. Meet the triggers set conditions (so that the mail notification is sent)
  4. View the mail notification