Custom field in Automation Action part

Answered TSS, CityU Library 6 years ago

Hi, I want to create a widget (embedded in our external website) to let anonymous users submit a ticket. I want to let them input their email address, and the email address will be subscribed to the new ticket automatically (or send a notify email to the user only). Therefore, I created a custom field called "E-mail address" and set it as a required field.

The problem is, when I go to the trigger page and select "Subscribe" or "Notify" in the Actions part, I can't use my custom E-mail address field for it. I have set the condition to ensure there is "" at the end of the field.

Is there any solution for it?

Thanks a lot!

Replies (2)


I'm sorry, it was my mistake. I found the Email box in the widget now, and email can be sent successfully.

One more question, I created a custom "Responsible person" field". User can input the responsible person email address here, and I want the system to set it as the responsible person in the new ticket.

Similarly, I can't use that custom field for Trigger --> Actions --> Set Responsible.

Is it possible? Thanks.




in your case you can set up the trigger with Object Created event, set required conditions (Object: Type is Ticket, specify the value for your custom field "Responsible person") and in Actions choose Set Responsible where you need to define the agent(s) who will be responsible for the ticket.

But could you please describe your use case in more details as it's strange that your users know the exact email of your agent(s).

Please let us know if the instructions are clear for you.

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