Process Management TicketCreate

[cbruigom]

Hi There,

I have a question around Key and Value pairs in Process Management.

This forum post (http://lists.otrs.org/pipermail/itsm//2 ... 1260.html) says you have access to all the %Ticket hash ref data, but it seems I can only get it to work with smarttags on some fields. An example is:
I want to parse Owner of the current ticket to the new ticket created through the ticket create function, I can use <OTRS_TICKET_OWNER_OwnerID> in the Value field and OwnerID in the Key field. This will successfully update the newly created ticket with the owner of the existing ticket. If I try the same with CustomerUser as Value and parse <OTRS_CUSTOMER_DATA_UserLogin> it doesnt parse the the the actual value but parses the actual text "<OTRS_CUSTOMER_DATA_UserLogin>".

Does anyone know why it might not work in some cases and secondly, if there is a different way to do this apart from using smarttags but rather variables that are available in the %Ticket hash ref like for example parsing $CustomerUser?

Using OTRS 5 + ITSM, CentoOS7, mysql

[cbruigom]

Anyone got any ideas?

[root]

Only ticket attributes and dynamic fields are replaced. That means sth. <OTRS_TICKET_Title> and <OTRS_TICKET_DynamicField_*> but no <OTRS_TICKET_CUSTOMER_*>. In your case CustomerUserID and CustomerID should be the right ticket attributes:

- <OTRS_TICKET_CustomerUserID>
- <OTRS_TICKET_CustomerID>

[cbruigom]

Thanks root...

Any idea on the second question, is it possible to use the hash ref vs smarttags?