Hi,
I am generating a note via generic agent when the queue of a tickets is updated.
I want to place the agents fistname and lastname in the "from" field.
I also want to add them into the articletext.
I tried
<OTRS_CURRENT_UserFirstname>
<OTRS_CURRENT_UserLastname>
but this doesn't work. It just shows the plain code.
Can these tags be used in this place?
Is there a list of all available tags which can be used in the article?
Best regards
Jarod
variables in Generic Agent note
Moderator: crythias
variables in Generic Agent note
Viele Grüße
Jarod
Jarod
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Re: variables in Generic Agent note
no, only in the body (and maybe the Subject).Jarod wrote:Can these tags be used in this place?
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Re: variables in Generic Agent note
Hi crythias,
thank you for your reply.
Tried using the tags in the body field.
But trhe result was the same. The tags are shown plain in the article body.
Is there sth special I have to place in addition "around" the tags when I want them to be interpreted as tags.
Looks like OTRS just handles them as a string.
Best regards
Jarod
thank you for your reply.
Tried using the tags in the body field.
But trhe result was the same. The tags are shown plain in the article body.
Is there sth special I have to place in addition "around" the tags when I want them to be interpreted as tags.
Looks like OTRS just handles them as a string.
Best regards
Jarod
Viele Grüße
Jarod
Jarod
Re: variables in Generic Agent note
i have the same Problem.
arte the some News regarding the issue ?
arte the some News regarding the issue ?
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Re: variables in Generic Agent note
Hello there,
me also, I have the same problem. Trying to use the Generic Agent to transfer information from dynamic fields entered by the customer in the customer interface upon ticket creation to an automatic note. (I do not want to display all those dynamic fields in the agent ticket view, stupid, I know. Also, I don't want to use process tickets, because I want to keep them reserved for real processes, not for standard issue admission.)
In this special case, maybe the actual fields do not really exist yet? However, the sorting to queues etc. depending on dynamic field values works fine, so I don't think this is a problem.
In the created note, I get the placeholders in plain text, no names, no values.
Any ideas? I quite liked the prospect of being able to present pre-defined forms and values to the customer, but then only display the information entered once in an extra note, because I don't want my agents having to enter / correct / cope with too many attributes manually.
Thanks in advance and have a nice day.
EDIT: I just set up a note as a template with the desired dynamic fields. Here, the intended use of the variables works just fine. This suggests the template notes and the generic agent notes are not handled in the same way, which would really be nice.
me also, I have the same problem. Trying to use the Generic Agent to transfer information from dynamic fields entered by the customer in the customer interface upon ticket creation to an automatic note. (I do not want to display all those dynamic fields in the agent ticket view, stupid, I know. Also, I don't want to use process tickets, because I want to keep them reserved for real processes, not for standard issue admission.)
In this special case, maybe the actual fields do not really exist yet? However, the sorting to queues etc. depending on dynamic field values works fine, so I don't think this is a problem.
In the created note, I get the placeholders in plain text, no names, no values.
Any ideas? I quite liked the prospect of being able to present pre-defined forms and values to the customer, but then only display the information entered once in an extra note, because I don't want my agents having to enter / correct / cope with too many attributes manually.
Thanks in advance and have a nice day.
EDIT: I just set up a note as a template with the desired dynamic fields. Here, the intended use of the variables works just fine. This suggests the template notes and the generic agent notes are not handled in the same way, which would really be nice.
Re: variables in Generic Agent note
Any update on this issue? I would also desperately need this functionality.
Re: variables in Generic Agent note
If you want to suggest an idea: https://otrsteam.ideascale.com, if you need an offer for development: sales@otrs.compisoir wrote:Any update on this issue? I would also desperately need this functionality.
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
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Re: variables in Generic Agent note
Fully ACK to Jojo. Just to add there a other companies too
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?