Parse UserLogin with TicketCreate

[cbruigom]

Hi all,

Anyone had any luck\expereince with parsing the current user login info (agent) within the TicketCreate fucntion in process tickets? I want to be able to show who created the new ticket and it should be set to UserLogin but I cant seem to find anyway to parse it. I have also tried using the notification tags like <OTRS_CURRENT_UserFirstname> but doesnt seem to work.

Any ideas?

OTRS Ver 4.

[Eggllo]

I can't speak on OTRS 4 but at least for our system in OTRS 5 there is an entry in the process information section "Created by" which seems to give the exact info you're looking for. You could always try upgrading if this isn't something that's available in OTRS 4.

[cbruigom]

Hi Egglio,

Thanks for the response - could you let me know where you see that entry? Is it in the transition action?

[Eggllo]

I am able to see the created by field when viewing a process ticket, as soon as it has been created. Look where normal tickets would show ticket information and customer information, to the right of your screen...

process%20example%20picture.png

[cbruigom]

Thanks Egglio,

Yes that does help I can see who created the ticket. I was hoping I could use that information within the transition action "CreateTicket" and parse it to other fields used for the ticket creation but it doesnt seem those work in process tickets. An example is UserLogin or <OTRS_CURRENT_UserFirstname>. But thanks for the feedback will try your suggestion as a workaround.