add owner name in note on owner change

[Jason77]

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.

[Jason77]

here are the images:

https://www.screencast.com/t/UmMXk6NpaK

https://www.screencast.com/t/wbWdV1sO7

[edi]

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

[alexus]

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.

Try our free add-on RS4OTRS Ticket Owner Agent for Subject