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:

  • first_internal_article

  • first_external_article

  • first_article

  • last_internal_article

  • last_external_article

  • last_article

  • created_internal_article

  • created_external_article

  • created_article

The table uses “Article” as example. Replace it with one of the aforementioned article types.

Article Variables

Name

Variable

Example

Article > Cc

#{article.cc}

jdoe@example.com, company@example.com

Article > Created by > Address

#{article.created_by.address}

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

Article > Created by > Department

#{article.created_by.department}

Sales or empty if not set in user object

Article > Created by > Email

#{article.created_by.email}

jdoe@example.com

Article > Created by > Fax

#{article.created_by.fax}

+4930123456789 or empty if not set in user object

Article > Created by > Firstname

#{article.created_by.firstname}

Joe or empty if not set

Article > Created by > Lastname

#{article.created_by.lastname}

Doe or empty if not set

Article > Created by > Login

#{article.created_by.login}

jdoe

Article > Created by > Mobile

#{article.created_by.mobile}

+4930123456789 or empty if not set in user object

Article > Created by > Note

#{article.created_by.note}

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

Article > Created by > Phone

#{article.created_by.phone}

+4930123456789 or empty if not set in user object

Article > Created by > VIP

#{article.created_by.vip}

true or false

Article > Created by > Web

#{article.created_by.web}

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

Article > Created

#{article.created_at}

2019-10-08 15:24:47 UTC

Article > From

#{article.from}

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

Article > Sender > Name

#{article.sender.name}

Customer, Agent or System

Article > Subject

#{article.subject}

My amazing subject

Article > Text

#{article.body}

Test without formatting (plain). See also note below.

Article > Text (HTML)

#{article.body_as_html}

Test with formatting. See also note below.

Article > TicketID

#{article.ticket_id}

1 (not ticket number)

Article > To

#{article.to}

helpdesk@example.com

Article > Type > Name

#{article.type.name}

email (list of article types)

Article > Updated by > Address

#{article.updated_by.address}

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

Article > Updated by > Department

#{article.updated_by.department}

Sales or empty if not set in user object

Article > Updated by > Email

#{article.updated_by.email}

jdoe@example.com

Article > Updated by > Fax

#{article.updated_by.fax}

+4930123456789 or empty if not set in user object

Article > Updated by > Firstname

#{article.updated_by.firstname}

Joe or empty if not set

Article > Updated by > Lastname

#{article.updated_by.lastname}

Doe or empty if not set

Article > Updated by > Login

#{article.updated_by.login}

jdoe

Article > Updated by > Mobile

#{article.updated_by.mobile}

+4930123456789 or empty if not set in user object

Article > Updated by > Note

#{article.updated_by.note}

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

Article > Updated by > Phone

#{article.updated_by.phone}

+4930123456789 or empty if not set in user object

Article > Updated by > VIP

#{article.updated_by.vip}

true or false

Article > Updated by > Web

#{article.updated_by.web}

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

Article > Updated

#{article.updated_at}

2019-10-08 15:24:47 UTC

Article > Visibility

#{article.internal}

false or true (false if not internal)

Ticket > Article#

#{ticket.article_count}

1 number of ticket articles

Note

There are different variables for the body of an article. In addition to the mentioned variables in the table above, there are even two more which are not in the suggestion list when typing : :.

Let’s have a look at an example to make it more clear. The following text is the body of an article with some HTML formatting:

This is the <b>body</b> of an<br>
article you want to use<br>
in a variable.<br>

Depending on the variable, the result differs:

Variable: #{article.body}

Body in plain text, converted to HTML with quote character (>) at the beginning of each line. Example:

> This is the body of an<br>
> article you want to use<br>
> in a variable.<br>