New ticket e-mail notification

Moderator: crythias

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mifi
Znuny newbie
Posts: 1
Joined: 11 Jul 2021, 10:51
Znuny Version: 6.0.32
Real Name: Michal

New ticket e-mail notification

Post by mifi »

I upgraded OTRS 4 to 6.0.32 community edition and I can't figure out if the new ticket notification behaviour is a feature or bug. I read several similar topics, but nothing is helpful to me so far. The problem is that every time a new ticket notification is sent, the e-mail contains "No Body" instead of the real ticket body.

The notification text template uses well known variables:

Code: Select all

<OTRS_UserFirstname>,
New ticket in <OTRS_TICKET_Queue> created!
<OTRS_CUSTOMER_From> wrote:
<OTRS_CUSTOMER_BODY[5]>
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom;TicketID=<OTRS_TICKET_TicketID>
Any help is appreciated!
crythias
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Re: New ticket e-mail notification

Post by crythias »

How are new tickets created? If they aren't created from a Customer, then there won't be a customer body.
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