Variable for first ticket article needed

Feature requests
1

Infos:

  • Used Zammad version: 3.2
  • Used Zammad installation source: Package
  • Operating system: CentOS 7
  • Browser + version: any

Expected behavior:

  • E-Mail notification on ticket change should include initial ticket description (first article)

Actual behavior:

  • E-Mail notification on ticket change only includes the change and if present last article that was made together with the change, not the first article

Steps to reproduce the behavior:

  • Change owner or group of ticket

I know similar questions to this have been brought up before but I think what I am looking for has not been answered before. We want to change the notification e-mail template for ticket_update to include the initial ticket description but the variable {article.body_as_html} doesn’t work for this. Even on tickets with no other articles after the the initial ticket description the notification e-mail when the ticket is changed doesn’t contain the description.

Example workflow:

  • Customer opens Ticket via Mail or Web
  • Ticket is automatically assigned to group “New Tickets”
  • Helpdesk agent receives ticket_create notification containing the ticket description
  • Helpdesk agent assigns different group
  • Agent(s) in group receives ticket_update notification containing only the ticket summary but not the description

Is there a possibility to include the first article as a variable? If not please make this a feature request.

Thanks
Andreas

2

I’ve changed this threads category to feature requests, as this currently is not possible as far as I’m aware.

3

This is indeed possible—I have just tested it and can confirm that using the following variable does the job:

#{ticket.articles.first.body}

1 Like
4

Thanks, that’s a good start. But it doesn’t work 100% correct for me. The Text is full of html tags and loses all of its original formatting. I also tried #{ticket.articles.first.body_as_html} but that did the same. Didn’t this happen when you tested it? I already use Zammad 3.3 if that makes a difference.

5

While it’s technically possible to output such stuff, we do not officially support it. So it might work but not intended by us to do so :wink:

6

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