Ticket salutation template - insert customer firstname

[gob]

Hi

Running Znuny 6.4.3

We are syncing our customer / agent backend to Azure AD.
In the standard Salutation when replying to a customer, we have been using:

Hi <OTRS_CUSTOMER_REALNAME>,

However this inserts the customer's full name and we find this a rather formal response and would rather it display "Hi Firstname,"

I have swapped this to the suggestion in the guide:

Hi <OTRS_CUSTOMER_DATA_UserFirstname>,

but this doesn't return the customer's first name and simply displays "Hi -,"

Any suggestions on a fix, or whether or not this is possible?
Customers do not have a login to the customer frontend in case that is relevant.

Thanks.

[root]

Hi,

I have swapped this to the suggestion in the guide:

Hi <OTRS_CUSTOMER_DATA_UserFirstname>,

but this doesn't return the customer's first name and simply displays "Hi -,"

Any suggestions on a fix, or whether or not this is possible?
Customers do not have a login to the customer frontend in case that is relevant.

If it's <OTRS_CUSTOMER_DATA_UserFirstname> depends on the mapping for the used CustomerUser configuration and if the customer is assigned to the tickert.
For the first check your Kernel/Config.pm, the mapping is mostly there. Search for something like this: https://github.com/znuny/Znuny/blob/dev ... s.pm#L1617

The first column of the table is the end of the placeholder <OTRS_CUSTOMER_DATA_XXX> Without a value the - is display or if no customer user is set. If a customer user is assigned (or detected based on your configuration) is know by seeing the customer infomation block on the right side of the ticket detail view.

- Roy

[gob]

thanks for your advise there Roy.
Turned out I had an error in my mappings. I had left it as UID instead of UserPrincipalName.

Cheers.