Articles

Note

If you’re missing variables or are not sure if something is not working as expected, feel free to ask over at the community.

Below you can find a list with examples of article variables. Depending on the context and if you want to use an attribute of a specific article, you can choose from specific article types in Zammad. To access suggestions for variables, type :: followed by your search query to trigger a list of relevant options. The following article types are available, depending on the context:

  • last_internal_article

  • last_external_article

  • last_article

  • created_internal_article

  • created_external_article

  • created_article

The table uses last_article as example. In case you want another article, replace it with one of the mentioned article types.

Article Variables

Name

Variable

Example

Last Article > Cc

#{article.cc}

jdoe@example.com, company@example.com

Last Article > Created by > Address

#{article.created_by.address}

Some street 1, 12345 Berlin or empty if not set in user object

Last Article > Created by > Department

#{article.created_by.department}

Sales or empty if not set in user object

Last Article > Created by > Email

#{article.created_by.email}

jdoe@example.com

Last Article > Created by > Fax

#{article.created_by.fax}

+4930123456789 or empty if not set in user object

Last Article > Created by > Firstname

#{article.created_by.firstname}

Joe or empty if not set

Last Article > Created by > Lastname

#{article.created_by.lastname}

Doe or empty if not set

Last Article > Created by > Login

#{article.created_by.login}

jdoe

Last Article > Created by > Mobile

#{article.created_by.mobile}

+4930123456789 or empty if not set in user object

Last Article > Created by > Note

#{article.created_by.note}

Some note about user or empty if not set in user object

Last Article > Created by > Phone

#{article.created_by.phone}

+4930123456789 or empty if not set in user object

Last Article > Created by > VIP

#{article.created_by.vip}

true or false

Last Article > Created by > Web

#{article.created_by.web}

https://zammad.com or empty if not set in user object

Last Article > Created

#{article.created_at}

2019-10-08 15:24:47 UTC

Last Article > From

#{article.from}

Joe Doe <jdoe@example.com> may differ, depends on FROM of send mail

Last Article > Sender > Name

#{article.sender.name}

Customer, Agent or System

Last Article > Subject

#{article.subject}

My amazing subject

Last Article > Text

#{article.body}

Test without formatting (plain)

Last Article > Text (HTML)

#{article.body_as_html}

Test with formatting

Last Article > TicketID

#{article.ticket_id}

1 (not ticket number)

Last Article > To

#{article.to}

helpdesk@example.com

Last Article > Type > Name

#{article.type.name}

email (list of article types)

Last Article > Updated by > Address

#{article.updated_by.address}

Some street 1, 12345 Berlin or empty if not set in user object

Last Article > Updated by > Department

#{article.updated_by.department}

Sales or empty if not set in user object

Last Article > Updated by > Email

#{article.updated_by.email}

jdoe@example.com

Last Article > Updated by > Fax

#{article.updated_by.fax}

+4930123456789 or empty if not set in user object

Last Article > Updated by > Firstname

#{article.updated_by.firstname}

Joe or empty if not set

Last Article > Updated by > Lastname

#{article.updated_by.lastname}

Doe or empty if not set

Last Article > Updated by > Login

#{article.updated_by.login}

jdoe

Last Article > Updated by > Mobile

#{article.updated_by.mobile}

+4930123456789 or empty if not set in user object

Last Article > Updated by > Note

#{article.updated_by.note}

Some note about user or empty if not set in user object

Last Article > Updated by > Phone

#{article.updated_by.phone}

+4930123456789 or empty if not set in user object

Last Article > Updated by > VIP

#{article.updated_by.vip}

true or false

Last Article > Updated by > Web

#{article.updated_by.web}

https://zammad.com or empty if not set in user object

Last Article > Updated

#{article.updated_at}

2019-10-08 15:24:47 UTC

Last Article > Visibility

#{article.internal}

false or true (false if not internal)

Ticket > Article#

#{ticket.article_count}

1 number of ticket articles