Custom Variable (Token) with User selection in email Template only outputs a ID instead a Username

Hi folks,

i try to use the "queue email templates" to mail multible fields from a ticket to different contacts assigned as cc to the ticket

everything works fine, only 1 value will not output what i want: $ticket_custom_5_value (check below).

Behind "$ticket_custom_5_value" i configured a "user selection" (Fieldtype: User) and the variable dont outputs the full username but the ID associated in the kace user pool.


is there any option/ idea to use a variable to output the full username or is a custom tickt rule, (with a SQL query to match ID to Username) my last option?

if a custom ticket rule is my way, maybe you can share your SQL statements/ Ticket rules, so i dont need to forge the weel from scratch ;)

Thanks a lot!


A new Proccess has started:



Due Date: $ticket_due_date

First Name: $ticket_custom_1_value
Last Name: $ticket_custom_2_value
Title: $ticket_custom_3_value
Department: $ticket_custom_4_value

Manager: $ticket_custom_5_value

Cost Center: $ticket_custom_8_value
ORG-Group: $ticket_custom_10_value

For complete details, see:


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Answers (2)

Answer Summary:
Posted by: Hobbsy 1 year ago
Red Belt

Top Answer

That looks as though the functionality is choosing to use the ID of the user rather than the name. If the previous custom fields are working as expected, I would suggest that there is a bug. Raise a support call and see what Quest says.

Posted by: Laxhuber 1 year ago
White Belt

ok thank you, i will reach out to the Quest support

will update the Ticket if i get a solution from Quest for other KACE Users with this problem, until this i will mark your hint as best answer

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