Send ticket notifcations based on email address stored in dynamic field

Moderator: crythias

kongyong92
OTRS newbie
Posts: 22
Joined: 15 Sep 2017, 11:40
OTRS Version?: OTRS v5.0.10
Real Name: Kong-Yong
Company: ABC Company Limited

Send ticket notifcations based on email address stored in dynamic field

Postby kongyong92 » 10 Nov 2017, 07:35

Hello all,

I have created an additional dynamic field named 'EmailAddress'.

I was planning to use the named capture function to 'catch' the email address and have it populated from the email body into this dynamic field.

When setting up the ticket notification, i set the field 'Additional receipient email address:' to be '<OTRS_TICKET_DynamicField_EmailAddress>' in hope that the trigger will send an email to the email address stored in the dynamic field 'EmailAddress' for a particular ticket.

However, this seems to not work.

Anyone has any idea why or how this can be resolved?

P/S. i made sure that the dynamic field name are in the same case and the names entered are correct.

Thanks in advance!

root
Moderator
Posts: 971
Joined: 18 Dec 2007, 12:23
OTRS Version?: 5.0.x
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Send ticket notifcations based on email address stored in dynamic field

Postby root » 10 Nov 2017, 08:15

Hi,

What is your exact version?

- Roy
OTRS 4 /5 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

kongyong92
OTRS newbie
Posts: 22
Joined: 15 Sep 2017, 11:40
OTRS Version?: OTRS v5.0.10
Real Name: Kong-Yong
Company: ABC Company Limited

Re: Send ticket notifcations based on email address stored in dynamic field

Postby kongyong92 » 13 Nov 2017, 08:14

Hi Roy,

Thanks for the reply.

Kindly refer to the attached screen shots.

Ticket notification method:
ss1.PNG


Dynamic field setting:
ss2.PNG
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root
Moderator
Posts: 971
Joined: 18 Dec 2007, 12:23
OTRS Version?: 5.0.x
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Send ticket notifcations based on email address stored in dynamic field

Postby root » 13 Nov 2017, 08:22

kongyong92 wrote:Kindly refer to the attached screen shots.


Hi,

I've asked you about your exact OTRS version ;-) . The feature you're asking for was introduced with OTRS 5.0.17, if interested check the changelog for 2/14/17.

- Roy
OTRS 4 /5 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

kongyong92
OTRS newbie
Posts: 22
Joined: 15 Sep 2017, 11:40
OTRS Version?: OTRS v5.0.10
Real Name: Kong-Yong
Company: ABC Company Limited

Re: Send ticket notifcations based on email address stored in dynamic field

Postby kongyong92 » 14 Nov 2017, 04:41

Dear Roy,

Ah okay, apologies for the misunderstanding.

We are currently running on version 5.0.10


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