Customized Subject in Reply Emails

[iwanschmid]

hi

i want do customize the subject of reply emails with a dynamicfield.

i found the file "Ticket.pm". there is a function that generates the subject. the function is called "TicketSubjectBuild"

how can i access a dynamic field from the ticket in this function?

at the moment it looks like this:

Code: Select all

return $TicketSubjectRe . "[$TicketHook$TicketHookDivider$Param{TicketNumber}] " . $Subject;

and i like to enhance it like this:

Code: Select all

return $TicketSubjectRe . "[$TicketHook$TicketHookDivider$Param{TicketNumber}] " . $DynamicField_Fremdnummer . " - " . $Subject;

but i have no idea how i can get a value for the dynmic field "DynamicField_Fremdnummer".

can anyone help me?

[RStraub]

Hello and welcome to the forum.

I doubt that what you are doing is the most practical way. It's probably easier with javascript in the template.

Anyhow, to answer your question:

The Param only contains the ticketnumber and the subject. Thus you have to first search for the ticket id:

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my @TicketIDs = $TicketObject->TicketSearch(
       # result (required)
       Result => 'ARRAY',

       # ticket number (optional) as STRING or as ARRAYREF
       TicketNumber => $Param{TicketNumber},
);

Then "get" the ticket, with DFs:

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   my %Ticket = $TicketObject->TicketGet(
       TicketID      => $TicketIDs[0],
       DynamicFields => 1,
       UserID        => 1,
   );

Then you should (untested) get the DF-value via:

Code: Select all

$Ticket{DynamicField_NameOfYourField}

[iwanschmid]

thank you very much for the fast answer

i think i undestand, what these code does. and it's exactly what i look for.

Code: Select all

	my @TicketIDs = $TicketObject->TicketSearch(
       Result => 'ARRAY',
       TicketNumber => $Param{TicketNumber},
	);
	my %Ticket = $TicketObject->TicketGet(
       TicketID      => $TicketIDs[0],
       DynamicFields => 1,
       UserID        => 1,
	);

but when i paste this to my ticket.pm i get the following error message:
Global symbol "$TicketObject" requires explicit package name at C:/otrs/OTRS/bin/cgi-bin/../../Kernel/System/Ticket.pm line 830.

do you have an idea why?

[RStraub]

Yup. That specific subroutine does not have the TicketObject. Following the API here:
http://otrs.perl-services.de/docs/otrs/ ... icket.html
you would get that via

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my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');

Also, the TicketSearch has probably more mandatory params, at least the UserID has to be given.

[iwanschmid]

hi again! i'm very thankful for your help!

when i add the following line to ticket.pm i get an error from the webserver:

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my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');

Error Message:

Internal Server Error
The server encountered an internal error or misconfiguration and was unable to complete your request.

[RStraub]

Apache error log should tell you what's wrong.

[iwanschmid]

Can't call method "Get" on an undefined value at C:/otrs/OTRS/bin/cgi-bin/../../Kernel/System/Ticket.pm line 809., referer: http://otrs.flachglas.ch/otrs/index.pl? ... etID=10320

[RStraub]

It seems you don't find tickets with a certain ticketnumber (even though that value should be set).

I would suggest you stop trying to modify the file as you clearly lack experience with perl. You might try to change the subject with javascript in the template, if you have more experience with JS.

[iwanschmid]

now it works

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	my @TicketIDs = $Self->TicketSearch(
       Result => 'ARRAY',
       TicketNumber => $Param{TicketNumber},
       UserID     => 1,
	   );
	my %Ticket = $Self->TicketGet(
       TicketID      => $TicketIDs[0],
       DynamicFields => 1,
       UserID        => 1,
	);

thank you very much for your help

[RStraub]

What did you change? Only the UserID Param?

[iwanschmid]

i just replaced "$TicketObject" with "$Self" and added the line "UserID => 1,", beause UserID ist required for "TicketSearch":

Your Code:

Code: Select all

   my @TicketIDs = $TicketObject->TicketSearch(
       Result => 'ARRAY',
       TicketNumber => $Param{TicketNumber},
   );
   my %Ticket = $TicketObject->TicketGet(
       TicketID      => $TicketIDs[0],
       DynamicFields => 1,
       UserID        => 1,
   );

Working Code:

Code: Select all

   my @TicketIDs = $Self->TicketSearch(
       Result => 'ARRAY',
       TicketNumber => $Param{TicketNumber},
       UserID     => 1,
      );
   my %Ticket = $Self->TicketGet(
       TicketID      => $TicketIDs[0],
       DynamicFields => 1,
       UserID        => 1,
   );

[RStraub]

Hah, good point. Never worked on the Object itself hehe...