It would be great if there were a way to insert custom field values in emails.
Closed for Voting
Make custom fields available in email inserted values
I agree with this.
For service requests we create "Custom Fields" when we put in custom check boxes or custom boxes, drop downs, etc. But these custom fields aren't actual fields that we can use later.
Here is an example. I created a service request called "New Hire" the first couple boxes are -
First name: ________ Last name: __________ Date of Hire: ________
I'd like to use that First name and Last name field to automatically fill out an email template that goes out like so:
Subject {Custom Field 1 } {Custom Field 2} - New Hire {Custom Field 3}
etc.
Kevin,
You can add custom fields that are setup on the ticket level, but you still can't add custom fields that are part of a Service Request from Service Catalog - which was what I was talking about (unless I am missing something)
Hi Nicholas
you can use this placeholder '{{ticket.service_item_fields}}' to insert all the custom field names and values for that Service Request.
Let me know if it helps.
I asked for 1 extra place holder (helpdesk number). I think there should be more even custom ones. I was told in ticket https://support.freshservice.com/support/tickets/731099
"put the request on the forum".
This is perhaps one of the most important features you can have in this system, especially in light of confidentiality. Assume this scenario: an HR service catalog contains a lot of information for On Boarding of a new employee. Including potential salary. A very piece of confidential information.
All the information in this service request needs to go to I.T. as an email, EXCEPT the salary information.
I almost got there another way by making Salary a separate service catalog item and used the Additional Items functionality in the system. The issue there is that the Salary item then appears in the service catalog by itself.
The post is written in very a good manner and it contains much useful information for me.
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