Dynamic field in response template

[Rikimaru]

Hello all ,

is there any way to make a DynamicField with type Article (not ticket) usable in a response - template.

e.g. by <OTRS_Article_Dynfieldname>.

We currently facing the problem that a retailer we work with, sends a reference ID with each customer message
which is forwarded to us. If the customer writes multiple times at once instead of reply, all tickets get merged
together by postmaster filter due a special global id, which is fine (better overview).

The article 1 for example contains the reference ID xxxx-xxxxxxxxx-x-xxxxxxxxxx-x
and article 2 for example contains the referenceID yyyy-yyyyyyy-yyyyyyyyyyyyy-y

Unfortunately we've to reply to each article, with the correct reference, to mark the message as
replied by the retailer. Currently here by we have to copy the references manually to our reply's
which can cause mistakes.

I hope someone has an approach or a solution, because unfortunately I haven't found one myself

Best thanks in advance

Greetings
Daniel

[root]

Hi,

AFAIK only ticket dynamic fields can be used in templates. I tried various combinations with article dynamic fields without success. And the placeholder <OTRS_TICKET_DynamicField_*> indicates for me it's ticket related. Maybe worth a shot as a feature request?

- Roy

[Rikimaru]

Hi Roy,

thank you very much for your answer. I guess this would be a useful feature. Where or how can
such a feature request be submitted ?

Thank you in advance.

Kind regards
Daniel

[root]

Hi,

We have a GitHub repository for this: https://github.com/znuny/znuny-feature-requests

But there is no guarantee for implementation.

- Roy