OTRS_CUSTOMER_UserFirstname equals - when customer is not in LDAP

[bah]

When I use <OTRS_CUSTOMER_REALNAME> in a salutation and the customer name is unknown, the name part is derived from the e-mail address. (eg. Dear Help,).
This is expected behavior which I hoped would be the same when using other variables.

But now I tried to replace it with <OTRS_CUSTOMER_UserFirstname>.
OTRS_CUSTOMER_UserFirstname is mapped from LDAP in Kernel/Config.pm

$mapping{'dev'} = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target
[ 'UserName', 'Name (LDAP)', 'cn', 1, 1, 'var' ],
[ 'UserLogin', 'Useradmin', 'uid', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
[ 'UserFirstname', 'Firstname', 'preferredGivenName', 1, 0, 'var' ],
[ 'UserComment', 'Forw', 'mailforwardingaddress', 1, 0, 'var' ],
];

It works like a charm when the customer can be found in LDAP.
However, if the user is not in LDAP, a - is displayed. (eg. Dear -,).

How do I get OTRS to return a name derived from the e-mail address (or simply nothing) when the first name of the customer is not known in LDAP?

[bah]

Any thoughts on this?

[bah]

I am no longer retrieving the customer first name from LDAP because it would default to - if the user is not known in LDAP.

I was able to create my own solution by adding a new OTRS_CUSTOMER_FIRSTNAME template variable to Kernel/System/TemplateGenerator.pm that tries to get the first name from the e-mail address.

Added the code below at line 1941

Code: Select all

            
            # get and prepare firstname
            $Tag = $Start . 'OTRS_CUSTOMER_FIRSTNAME';
            if ( $Param{Text} =~ /$Tag$End/i ) {

                my $From;

                if ( $Ticket{CustomerUserID} ) {

                    $From = $CustomerUserObject->CustomerName(
                        UserLogin => $Ticket{CustomerUserID}
                    );
                }

                # try to get the real name directly from the data
                $From //= $Recipient{Realname};

                # get real name based on reply-to
                if ( !$From && $Data{ReplyTo} ) {

                    $From = $Data{ReplyTo};

                    # remove email addresses
                    $From =~ s/&lt;.*&gt;|<.*>|\(.*\)|\"|&quot;|;|,//g;

                    # remove leading/trailing spaces
                    $From =~ s/^\s+//g;
                    $From =~ s/\s+$//g;
                }

                # generate real name based on sender line
                if ( !$From ) {
                    $From = $Data{To} || '';

                    # remove email addresses
                    $From =~ s/&lt;.*&gt;|<.*>|\(.*\)|\"|&quot;|;|,//g;

                    # remove leading/trailing spaces
                    $From =~ s/^\s+//g;
                    $From =~ s/\s+$//g;
                }

                # remove lastname to end up with firstname only
                $From =~ s/\s+.*$//g;

                # replace <OTRS_CUSTOMER_FIRSTNAME> with from
                $Param{Text} =~ s/$Tag$End/$From/g;
            }
 

Just putting it out there in case someone can use it.
I will not be able to provide any support on this.