Send article body

[AdiosOnline]

Infos:

• Used Zammad version: 1.4.x

Hi,

I set a Trigger to send Public Notes per Mail to the Customer. (Trigger Described in #298 ).
I thought that the Line:
"

Ihr Agent weist auf folgendes hin:
#{article.body}

"
would send the actual content from the last Public note. But the Email the Customer receives looks like:
"

Ihr Agent weist auf folgendes hin:

Ihre Anfrage (Ticket#87473): (Neuen Zamad Agent "Webdesigner"?) wurde vom Support
Team vollständig bearbeitet.

Für weitere Informationen klicken auf den Nachfolgenden Link:[1]
http://zammad/#ticket/zoom/473

Ihr Gruppe - Helpdesk Team

[1] http://zammad/#ticket/zoom/473

"

I searched the Documentation in zammad.org for Possible Tags I can insert to the Mail Body, but i can't find any overview about that and therefore no Solution for my Problem.

Would be glad to get a complete overview about possible content Strings. If not possible a direct Solution for my Problem would be nice.

Thanks a lot!

J. Müller

Edit:
After Reading #800 I tried over and over to recreate my failure. I think the Trigger for sendig public Notes is not possible while closing the Ticket. If done this way the Trigger sends the "closed-Notification" as Article.body. Is there a workaround to get the actual Public Note sent instead of the Closing Notification?

[martini]

@AdiosOnline currently only "#{article.body}" is supported which is the last article of an ticket.

You looking for something like:

#{ticket.article_customer_last.body}
#{ticket.article_system_last.body}
#{ticket.article_agent_last.body}

?

Or, what do your mean with "public notes"?

[AdiosOnline]

Hi @martini ,

Thnaks for your feedback.

That would be what I am looking for, but when i put it into a Trigger, the Email content look like
Ihre Anfrage (Ticket#87502): (TEst) wurde vom Support Team bearbeitet.

Ihr Agent weist auf folgendes hin:
#{ticket.article_agent_last / no such method}

Für weitere Informationen klicken auf den Nachfolgenden Link

Which bodys can be used in Triggers?

Thanks

[martini]

Which bodys can be used in Triggers?

Currently just "article.body" which is the latest article. -> So we need to add additional names to have them accessible via placeholder tags.

I have an change to the last list, how about this possibilities to access the last/first article by sender type?

#{ticket.articles_customer.last.body}
#{ticket.articles_system.last.body}
#{ticket.articles_agent.last.body}

#{ticket.articles_customer.first.body}
#{ticket.articles_system.first.body}
#{ticket.articles_agent.first.body}

Feedback is welcome!

[AdiosOnline]

Hi @martini ,

I think we talk about different things. What I need is an Element to place the last Article Body of a Public Note into a Email.

The Placeholders you posted seems not working on sent Emails.

The working Quote is not working when the Ticket gets closed with the note. When we close the Ticket with the public Article, the sent Email looks like

and its content is the "Your case is closed" Trigger Mail:

i hope we get it working on this way.. Thanks for your further Feedback

[martini]

The Placeholders you posted seems not working on sent Emails.

Thanks correct. I'm talking about, what placeholder you would need - we need to implement them. :)

-> I just want to clarify what you needs is (to do not work/implementation several times).

[AdiosOnline]

I need a Placeholder that send the Last Article (Note!!) even if the Ticket gets closed. Can yo reproduce my Situation and know why the #{article.body} is not working every time for me? Or are the Triggers above "Incompatible" to each other?

[martini]

Or are the Triggers above "Incompatible" to each other?

One more question, how many triggers do you have (and with which options)?

Background: Indeed I think we are talking from different things. I want to setup you use case to see what's going wrong.

[AdiosOnline]

hi @martini ,
sorry for my late response.

My active Triggers are the both from above, and these:

[AdiosOnline]

We could set up a Remote Session on monday if it's easier for you. Have a nice Weekend.

[AdiosOnline]

Hi @martini ,

did you recreate my error? Anything new about a solution?

[rlue]

Currently just "article.body" which is the latest article.

I might be mistaken, but if I understand the issue correctly, I believe that 5dd699c (written for #1543) fixes this. Previously, the trigger would use ticket.articles.last for the email template; after this commit, it uses the article that originally fired the trigger in the first place.

[thorsteneckel]

@MrGeneration can you please check if this is actually resolved as @rlue pointed out?

[MrGeneration]

I could verify that the current Zammad-Version does take the correct article-body.
For this I had a second trigger that fired right before the other trigger which would add a private note.

I'll be closing this. :)