Add Customer Name to Email Subject

[ipmanux]

Dear All,

How to add the customer Name to the email Subject of the Responses ?

Actually there is only the ticket number and ticket tile.

Regards,

[ipmanux]

What i am looking for is when I send an email from a ticket, i would like that in the Email Subject we see the Ticket Number, Customer Name and Ticket Title

Rgds,

[otrs-warrior]

Hello,

I am trying to do the same here, to find a way to add "Customer Company name" or "CustomerID" automatically in the Ticket Subject upon an email update.

The following tag already exist in OTRS: <OTRS_TICKET_CustomerID> but no tag for the Company Name...
I have tried to insert the previous tag into the ticket hook (Ticket > Core::Ticket > Ticket::Hook), but without success.

Note: Having Customer Company Name in ticket subject is crucial for organizing users & agents mail-boxes (as they most use incoming filters...) as well as for quickly identifying the customer involved with a ticket follow-up upon a quick email check. And it would be also great if we can add ticket Priority as well.

Thanks in advance for any help.

[crythias]

You might be able to modify Ticket.pm. We generally figure the from address relates to the customer...

[otrs-warrior]

Crythias, thanks for the hint.

I am now able to add static text to the Subject by editing the return clauses in TicketSubjectBuild subroutine.
i.e: return "[$TicketHook$TicketHookDivider$Param{TicketNumber}] " . "STATIC TEXT HERE - " . $Subject;

But it seems other ticket information is missing from the $Param array.. the only information available is Ticket Number, Subject, and Type.

I also found that TicketSubjectBuild is called from the module AgentTicketEmail.pm... Is there any guide explaining how the code works and how to modify it?

Thanks

[crythias]

$Param{CustomerID} doesn't work?

If you want the Customer Company, you'll have to add

Code: Select all

use Kernel::System::CustomerCompany;

CustomerCompanyGet()
get customer company attributes

Code: Select all

my %CustomerCompany;
if ($Param{CustomerID}) {
    %CustomerCompany = $CustomerCompanyObject->CustomerCompanyGet(
        CustomerID => $Param{CustomerID},
    );
}

then

Code: Select all

. $CustomerCompany{CustomerCompanyName}.

Nothing tested, but it should get you on your way.

[otrs-warrior]

in Ticket.pm and within the subroutine TicketSubjectBuild(), $Param{CustomerID} doesn't work.. no value returned
$Param only holds ticket number, subject, and type (reply, new, forward)

[crythias]

$Self is a Ticket Object

Code: Select all

my $TicketID = $Self->TicketIDLookup(
   TicketNUmber => $Param{TicketNumber},
   UserID => 1,
);
my %Ticket = $Self->TicketGet(
   TicketID => $TicketID,
   UserID =>1,
);
$Param{CustomerID} = $Ticket{CustomerID};

... other stuff previously posted.

Again, not tested, but this is based upon the API. If it doesn't work, it may be something syntax error, but if I understood the code, this is close.

[otrs-warrior]

thanks, it works like charm for getting the TicketID and CustomerID, but when it comes to the CustomerCompany section of the code, I wasn't able to fix it and the browser keeps giving me this error:

Software error:
Can't call method "CustomerCompanyGet" on an undefined value at /opt/otrs//Kernel/System/Ticket.pm line 791.
For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error.

which corresponds exactly to:

Code: Select all

    790     if ( $Param{CustomerID} ) {
    791     my %CustomerCompany = $Self->{CustomerCompanyObject}->CustomerCompanyGet( CustomerID => $Param{CustomerID}, );
    792     }

Some forum threads mention the need to add an event handler... any idea?
Best Regards

[crythias]

You can't use $Self->CustomerCompanyObject because $Self is a TicketObject.
You'd need to create a new CustomerCompanyObject to get the info.

Check out dev.otrs.org for how to accomplish that. Basically,

Code: Select all

    my $CustomerCompanyObject = Kernel::System::CustomerCompany->new(
        ConfigObject => $Self->{ConfigObject},
        LogObject    => $Self->{LogObject},
        DBObject     => $Self->{DBObject},
        TimeObject   => $Self->{TimeObject},
        EncodeObject => $Self->{EncodeObject},
        MainObject   => $Self->{MainObject},
    );

Don't forget the use Kernel::System::CustomerCompany; at the top

[otrs-warrior]

Thanks a lot for your help
the following code did the trick within Ticket.pm / sub New { }

Code: Select all

$Self->{CustomerCompanyObject} = Kernel::System::CustomerCompany->new(%Param);

I'll be working next on using the ticket Title in all email Forward & Reply instead of using the Subject from the last email received. I hope it won't make much trouble
Cheers!