add owner name in note on owner change

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Jason77
OTRS newbie
Posts: 4
Joined: 04 Jul 2019, 16:09
OTRS Version?: 6.0.16

add owner name in note on owner change

Post by Jason77 » 08 Jul 2019, 14:49

Hi,

When I change a ticket owner a note gets added to the ticket.
Note subject: please take care of this ticket
Note body: now you are the owner

Both of these are configurable in Ticket::Frontend::AgentTicketOwner

I want the subject and the body to also include the name of the new owner, so I tried to add <OTRS_OWNER_UserFirstname> to the beginning of the subject and body. But all that did was actually write out <OTRS_OWNER_UserFirstname> as if it were regular text and did not actually add the owner's name.

The same thing happened when I tried to use <OTRS_NOTIFICATION_RECIPIENT_UserFirstname> instead.

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Jason77
OTRS newbie
Posts: 4
Joined: 04 Jul 2019, 16:09
OTRS Version?: 6.0.16

Re: add owner name in note on owner change

Post by Jason77 » 08 Jul 2019, 14:49


edi
OTRS newbie
Posts: 12
Joined: 20 Nov 2018, 16:10
OTRS Version?: OTRS 5
Real Name: Eduard
Location: Russia
Contact:

Re: add owner name in note on owner change

Post by edi » 06 Aug 2019, 08:32

You should use the Ticket Notification Management.
Create a new notification with the TicketOwnerUpdate event.

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