Hi,
When I change a ticket owner a note gets added to the ticket.
Note subject: please take care of this ticket
Note body: now you are the owner
Both of these are configurable in Ticket::Frontend::AgentTicketOwner
I want the subject and the body to also include the name of the new owner, so I tried to add <OTRS_OWNER_UserFirstname> to the beginning of the subject and body. But all that did was actually write out <OTRS_OWNER_UserFirstname> as if it were regular text and did not actually add the owner's name.
The same thing happened when I tried to use <OTRS_NOTIFICATION_RECIPIENT_UserFirstname> instead.
add owner name in note on owner change
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- Znuny newbie
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Re: add owner name in note on owner change
You should use the Ticket Notification Management.
Create a new notification with the TicketOwnerUpdate event.
Create a new notification with the TicketOwnerUpdate event.
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- Znuny wizard
- Posts: 380
- Joined: 20 Sep 2010, 16:54
- Znuny Version: OTRS 6 CE
- Real Name: Alexey Yusov
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- Location: Prague
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Re: add owner name in note on owner change
Try our free add-on RS4OTRS Ticket Owner Agent for SubjectJason77 wrote: ↑08 Jul 2019, 14:49
I want the subject and the body to also include the name of the new owner, so I tried to add <OTRS_OWNER_UserFirstname> to the beginning of the subject and body. But all that did was actually write out <OTRS_OWNER_UserFirstname> as if it were regular text and did not actually add the owner's name.
Alexey Yusov
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Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?