ITSM: Add info to notification emails [SOLVED]

[nbacon]

Hello,

How can I add the description and justification fields to emailed notifications? I see in the Notification Management section of the Admin area that you can configure what it is sent out, but I am not sure where to find the associated variables that I would add in for these fields.

Thanks!

[nbacon]

My ultimate question is, where can I find a full list of the variables available in the <OTRS_CHANGE_*> variables. Is the reference below a COMPLETE list? We want to include detailed information about change requests to the work order agents in the emails they are getting.

Thank you!


Reference

You can use the following tags:

<OTRS_CUSTOMER_SUBJECT[20]>
To get the first 20 character of the subject.
<OTRS_CUSTOMER_EMAIL[5]>
To get the first 5 lines of the email.
<OTRS_CUSTOMER_REALNAME>
To get the realname of the sender (if given).
<OTRS_CUSTOMER_*>
To get the article attribute (e. g. <OTRS_CUSTOMER_From>, <OTRS_CUSTOMER_To>, <OTRS_CUSTOMER_Cc>, <OTRS_CUSTOMER_Subject> and <OTRS_CUSTOMER_Body>).
<OTRS_CUSTOMER_DATA_*>
Options of the current customer data (e. g. <OTRS_CUSTOMER_DATA_UserFirstname>).
<OTRS_OWNER_*>
Ticket owner options (e. g. <OTRS_OWNER_UserFirstname>).
<OTRS_RESPONSIBLE_*>
Ticket responsible options (e. g. <OTRS_RESPONSIBLE_UserFirstname>).
<OTRS_CURRENT_*>
Options of the current user who requested this action (e. g. <OTRS_CURRENT_UserFirstname>).
<OTRS_TICKET_*>
Options of the ticket data (e. g. <OTRS_TICKET_TicketNumber>, <OTRS_TICKET_TicketID>, <OTRS_TICKET_Queue>, <OTRS_TICKET_State>).
<OTRS_TICKET_DynamicField_*>
Options of ticket dynamic fields internal key values ( e. g. <OTRS_TICKET_DynamicField_TestField>, <OTRS_TICKET_DynamicField_TicketFreeText1>).
<OTRS_TICKET_DynamicField_*_Value>
Options of ticket dynamic fields display values, useful for Dropdown and Multiselect fields ( e. g. <OTRS_TICKET_DynamicField_TestField_Value>, <OTRS_TICKET_DynamicField_TicketFreeText1_Value>).
<OTRS_CONFIG_*>
Config options (e. g. <OTRS_CONFIG_HttpType>).

[nbacon]

Hello,

I'm still hoping this can be done. Let me know if my question is not clear and I can reword it or add any additional info. If it's not possible, a confirmation of that would work as well.

Thanks!

[reneeb]

You can use <OTRS_CHANGE_#> where # is one of those attributes:

ChangeID
ChangeNumber
ChangeStateID
ChangeState
ChangeStateSignal
ChangeTitle
Description
DescriptionPlain
Justification
JustificationPlain
ChangeManagerID
ChangeBuilderID
CategoryID
Category
ImpactID
Impact
PriorityID
Priority
WorkOrderIDs
WorkOrderCount
CABAgents
CABCustomers
PlannedStartTime
PlannedEndTime
ActualStartTime
ActualEndTime
PlannedEffort
AccountedTime
RequestedTime
ChangeFreeKey1
ChangeFreeText1
CreateTime
CreateBy
ChangeTime
ChangeBy

[nbacon]

Wonderful! Thanks for the response! So I've edited en::Agent::WorkOrder::WorkOrderAdd and added "Description of Workorder: <OTRS_CHANGE_Description>" to the body of the email and it is working perfectly. Very much appreciated.