[SOLVED] Add tag <OTRS_TICKET_SolutionInMin> in response template

[adminrd]

Hi all,

OTRS 3.2.7

I add the tags <OTRS_TICKET_SolutionInMin> and <OTRS_TICKET_SolutionTime> in the response template.

But when I send the response the values are empty.

I suppose I have to activate some flag in the code, I tried to add Extended => 1 in the AgentTicketCompose.pm but it does nothing.

Notice: I add these tags in a Notification Event template and it works.

Thanks for your help,

[adminrd]

Anyone ?

[crythias]

They may be empty because they're empty.

[RStraub]

From my understanding, solution is calculated as soon as a ticket is closed (and maybe only if a SLA with SolutionTime is attached to it).

But I'm rather baffled that it works with notifications then

[adminrd]

Yes, I can see the fields SolutionTime and SolutionInMin in the Notification Event and in the search.
Maybe my "Extended => 1" modification is not in the good source or maybe I miss somme other change to do in the code ?
I'm really stuck on this now...
Here's my response template:

Code: Select all

Avis de clôture ticket <OTRS_TICKET_DynamicField_TicketFreeText6_Value> <OTRS_TICKET_TicketNumber>

Interlocuteur : <OTRS_CUSTOMER_REALNAME>, <OTRS_CUSTOMER_From>
Identifiant site : <OTRS_TICKET_DynamicField_TicketFreeText1_Value>

Objet :
Avis de clôture ticket : <OTRS_TICKET_DynamicField_TicketFreeText6_Value> <OTRS_TICKET_TicketNumber>

Bonjour,
Nous vous confirmons la clôture du ticket <OTRS_TICKET_TicketNumber>

Information d'ouverture de ticket
Date de signalisation : <OTRS_TICKET_Created>

Description de la signalisation :
<OTRS_TICKET_DynamicField_Descriptif_Value>

Information de clôture de ticket

Descriptif des actions effectuées :
<OTRS_TICKET_DynamicField_Correctif_Value>

Date de rétablissement : <OTRS_TICKET_SolutionTime>
FirstResponse : <OTRS_TICKET_FirstResponse>
FirstResponseInMin : <OTRS_TICKET_FirstResponseInMin>
SolutionTime : <OTRS_TICKET_SolutionTime>
SolutionInMin : <OTRS_TICKET_SolutionInMin>
SolutionDiffInMin : <OTRS_TICKET_SolutionDiffInMin>
FirstLock : <OTRS_TICKET_FirstLock>

Clôture ticket le : <OTRS_Ticket_Changed>

Temps de rétablissement : <OTRS_TICKET_SolutionInMin> min

------------------------------------------------------------------------------------------------------
Cordialement,
<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname>

Thanks,
Best regards,

[adminrd]

Hi all,

I get it !
In fact the Extended =>1 must be in the TicketGet function of the Kernel/System/TemplateGenerator.pm source file.

Regards,