Custom attributes - Not Sending Via Ticket Notification Template

I have an automation rule set up to email a shared email address whenever a ticket with a specific type or service is created.

From what I can tell, this email is using our "Ticket Created (Requestor) Template" which shows that Custom Attributes would be included in the email sent out. However, I am seeing only some of the custom attributes get sent via the email notification. I need all of the custom attributes that were filled in by the client to be emailed in this notification. What do I need to configure to make this happen?

Tags client-visible notifications notification-templates ticket-alert ticketing-application custom-attributes
Asked by Sara Solland on Thu 3/10/16 10:00 AM Last edited Tue 10/25/16 11:46 AM
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Answer (1)

This answer has been marked as the accepted answer
Jamey Stock Thu 3/10/16 10:07 AM

Hi Sara,

Ticketing Notification Templates should only include custom attributes that have the Client Visible property flagged as True. Do the missing attributes have Client Visible set to False? If not, please let us know since you may have discovered a bug in the system.

The Client Visible setting is used to determine whether or not the attribute should be visible in the Client Portal. However, this value is not copied over when adding a custom attribute to a request form. Instead, request form field visibility is controlled by the field's Visible setting. This allows for custom attributes to be used on multiple request forms and have different visibility settings for each.

I hope this helps to explain why certain custom attributes are not included in ticket creation emails. Please let us know if there is anything else we can do for you.

Jamey Stock

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