Current customer user

[ernstf]

Hi all,

I have to implement an automation process where one user of a customer sends a request and another user from this customer has to approve (i use ITSMDecisionResult Approved/Rejected).
For the first user everything works fine. (I don't use an article but create an article using a transition action)
When it comes to the approval step, I'm not able to get a handle to the current logged in customer user to use his/her name or email for article creation.

Any kind of suggestion welcome

[shawnbeasley]

Hi,

typically you can rewrite the customer during a transition action. But this requires that your logins are properly formed. If you have a limited amount of approvers, you can create a dropdown list where the key is the customer user login, and the value is a readable name.

There are good alternatives on the market for accessing databases or LDAP as a dynamic field, or even one explicitly for approvals provided by Znuny GmbH.

Cheers,
Shawn

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[skullz]

try to put in 'To'

Code: Select all

<OTRS_CUSTOMER_EMAIL> 
OR 
<OTRS_CUSTOMER_DATA_UserEmail>