Generic Agent Modify Text Field

[tnieman]

One of our queue owners has requested that I add a custom column that gets it's value from a combination of the Lock and Owner column. If Unlocked, they want the value to be "Not Owned". This one is easy and I have already created a Generic Agent triggered process to run when a ticket is in that queue and becomes unlocked. When the ticket is locked or the owner changes, they want to see the owner's name in that custom field. I tried using the code from the response (e.g. <OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>) But that just put in that text.

Is it possible to put in something that will evaluate to the TicketOwner name?

Or do I have to write a custom Module to perform this update?

The reason for this is to save screen real estate. One column instead of two.

Thanks in advance for any help.

Tom