Feature Request

I would like Atera Email Templates to support ticket custom fields as dynamic snippets, so information captured within a ticket form can also be included automatically in emails generated from Ticket Automation Rules.

I am currently building a Change Request / Change Control workflow in Atera. The engineer records the full change within custom fields, including:

Change Type and Status
Change Description
Risk Assessment
Impact
Planned Implementation Date
Implementation Plan
Rollback Plan
Testing / Validation Plan
Implementation Summary
Implementation Steps Completed
Testing Performed
Test Results
Issues Encountered
Rollback Status

The workflow sends notifications at key stages:

Submitted
→ Customer and Change Board receive the Change Request details for review.

Approved
→ Customer receives confirmation that the change has been approved.

Implementation in Progress
→ Customer and Change Board are notified that implementation has started.

Implemented
→ Customer and Change Board receive a detailed completion summary, including the work performed, testing results, issues encountered and rollback status.

The limitation is that although this information is already stored in Atera custom ticket fields, those field values cannot currently be included in Email Templates.

I would therefore like custom ticket fields to appear in the Email Template Snippets list, alongside existing snippets such as Ticket Number, Ticket Title, Ticket Status and Ticket Impact.

For example, an email template could contain:

Change: [Ticket Title]
Risk Assessment: [Risk Assessment]
Implementation Plan: [Implementation Plan]
Rollback Plan: [Rollback Plan]
Testing Plan: [Testing / Validation Plan]

And after implementation:

Implementation Summary: [Implementation Summary]
Testing Performed: [Testing Performed]
Test Results: [Test Results]
Issues Encountered: [Issues Encountered]

This would allow the Change Request ticket to remain the single source of truth, while automatically providing customers and Change Board members with as much relevant change information as possible.

It would also make custom Atera forms significantly more powerful beyond Change Control, as the same functionality could be used for workflows such as New Starters, Leavers, Access Requests and other service processes.

Main change: this wording makes the feature itself very explicit: any custom ticket field should be selectable as an email-template snippet, allowing the field's current value to be dynamically inserted into automated emails.