The Ticket template dont get the information?

[dianis123]

Hello,

I am an user to OTRS since few months ago, and i am learning how to use it. At
this moment i want to create a new Ticket that contain in the body message the
following items:
Ticket number
Customer name

I tried puting in the body message the following template, but in the email that i
receive, the message arrives in the same form like a plane text:

"<OTRS_TICKET_TicketNumber>,

New Ticket Notification #<OTRS_TICKET_TicketNumber>,

Dear <OTRS_CUSTOMER_DATA_UserFirstname>,

A new issue has been open by our SMC department; please review it and reply with
your TT number. Listed below are details of this ticket, you will need to use the
ticket number listed to follow up on the status of this ticket."

How can i get the real information from the template in the firts notification?

We realy appreciate your help.
Thanks in advance.

[crythias]

You may need to put this in source mode instead of WYSIWYG.

[dianis123]

Excuse me, can you explain me what do you mean with WYSIWYG?

[crythias]

WYSIWYG: What you see is what you get. This is the rich text editor.

[dianis123]

ok but, i dont know how to do this, can you tell me some explain or help with some manuals to make this configuration?
Thank you very much in advance.

[crythias]

Try pressing the button named SOURCE and then entering the fields you want.

If you want them to be permanent, check out:
Sysconfig

Ticket::Frontend::AgentTicketPhone###Body

Ticket::Frontend::AgentTicketEmail###Body