Display Customer Name in Subject or in From (Agent Email)

[dalton]

Hey,

Hoping someone can help me here. I'm just looking for the standard email template sent to agents or if someone knows a better way of doing this.
I just want to add the customers name to the subject or replace the from name from "OTRS Notification Master" to their name.

Currently we are running OTRS 2.3.5 with LDAP integration.

On a side note I was wondering if OTRS records the customers IP address or hostname as I would to see the computer that our staff is submitting tickets from.
Any light you can shed on the matter would be greatly appreciated.

Cheers,
Allan.

[Mothra]

Hey,

Hoping someone can help me here. I'm just looking for the standard email template sent to agents or if someone knows a better way of doing this.
I just want to add the customers name to the subject or replace the from name from "OTRS Notification Master" to their name.

Currently we are running OTRS 2.3.5 with LDAP integration.

Look at the Agent Notifications section in the Admin UI.

On a side note I was wondering if OTRS records the customers IP address or hostname as I would to see the computer that our staff is submitting tickets from.
Any light you can shed on the matter would be greatly appreciated.

Cheers,
Allan.

OTRS doesn't, but your web server does (or should, depending on how it's configured).

[dalton]

Thanks Mothra,

You are right and the Agent Notification sections will allow me to change the subject to include <otrs_customer_from>. I'm just wondering now what the best way to change the from address to be the customer is.
Really just after changing the name part more then email. I've attempted putting otrs_customer_from in the Config.pm but believe OTRS modules do not check for replacing that with customers info and limits to <otrs_config> info.

Would the best bet be to just modify one the send mail modules? if so any idea which file (pm file) does that?

Cheers,