Dynamic field in response template

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Rikimaru
Znuny newbie
Posts: 21
Joined: 04 Jul 2017, 12:11
Znuny Version: 6.3.3
Real Name: Daniel

Dynamic field in response template

Post by Rikimaru »

Hello all ,

is there any way to make a DynamicField with type Article (not ticket) usable in a response - template.

e.g. by <OTRS_Article_Dynfieldname>.

We currently facing the problem that a retailer we work with, sends a reference ID with each customer message
which is forwarded to us. If the customer writes multiple times at once instead of reply, all tickets get merged
together by postmaster filter due a special global id, which is fine (better overview).

The article 1 for example contains the reference ID xxxx-xxxxxxxxx-x-xxxxxxxxxx-x
and article 2 for example contains the referenceID yyyy-yyyyyyy-yyyyyyyyyyyyy-y

Unfortunately we've to reply to each article, with the correct reference, to mark the message as
replied by the retailer. Currently here by we have to copy the references manually to our reply's
which can cause mistakes.

I hope someone has an approach or a solution, because unfortunately I haven't found one myself :(

Best thanks in advance

Greetings
Daniel
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: Dynamic field in response template

Post by root »

Hi,

AFAIK only ticket dynamic fields can be used in templates. I tried various combinations with article dynamic fields without success. And the placeholder <OTRS_TICKET_DynamicField_*> indicates for me it's ticket related. Maybe worth a shot as a feature request?

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
Rikimaru
Znuny newbie
Posts: 21
Joined: 04 Jul 2017, 12:11
Znuny Version: 6.3.3
Real Name: Daniel

Re: Dynamic field in response template

Post by Rikimaru »

Hi Roy,

thank you very much for your answer. I guess this would be a useful feature. Where or how can
such a feature request be submitted ?

Thank you in advance.

Kind regards
Daniel
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: Dynamic field in response template

Post by root »

Hi,

We have a GitHub repository for this: https://github.com/znuny/znuny-feature-requests

But there is no guarantee for implementation.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
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