Recently I duplicated a rule which send out a notification email. For some reason the email on the new rule shows the tokens and I cant seem to get it to display information. I went into the admin guide and reset the tokens to the ones shown there but got the same thing. KAce version 7.2.1 Any suggestions would be appreciated. 
Original email template: 
TICK:$id has been assigned to $ownername.

Priority:   $priority
Status:   $status
Submitter:   $subname
Submitter Email:   $subemail
Submitter Default phone:   $subphone
Alternate phone:   $subcallback

Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=$id

$title
------------------------------------
$summary
------------------------------------

Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=$id

Revised email template based on Admin guide: 
TICK:$id has been assigned to $ticket_owner_name

Priority:   $ticket_priority
Status:   $ticket_status
Submitter:  $ticket_submitter_name
Submitter Email:   $ticket_submitter_email
Submitter Default phone: $ticket_submitter_phone_work


Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=$id

$title
------------------------------------
$summary
------------------------------------

Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=$id

Emails I am getting: 

TICK:100396 has been assigned to $ticket_owner_name

 

Priority:   $ticket_priority

Status:   $ticket_status

Submitter:  $ticket_submitter_name

Submitter Email:   $ticket_submitter_email

Submitter Default phone: $ticket_submitter_phone_work

 

 

Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=100396

 

Test #1

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Test #1

TOC_Admin Rule

18Jan18

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Link to ticket: https://k1000.valleymed.net/adminui/ticket.php?ID=100396

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Answers

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The available tokens are generated by the select statement of the ticket rule. I'm guessing that the original rule that you duplicated had aliases set for the columns making them more user friendly. These will be in the first part of the statement and will look something like HD_PRIORITY.NAME as TICKET_PRIORITY.

The aliases will be in all caps, but the tokens will be lower case. If you aren't familiar with looking at the SQL to know which columns correspond to which tokens, you can post the select statement and I can help.

Answered 01/19/2018 by: chucksteel
Red Belt

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