OTRS 3.3 Tags

[jkimmel]

Hi there,

Is there a list with all OTRS 3.3 Tags which can be used in autoresponses, replies and so on?

Regards,

Jasper

[crythias]

perldoc Kernel/System/Ticket.pm

Code: Select all

TicketGet ():

                   TicketNumber       => '20101027000001',
                   Title              => 'some title',
                   TicketID           => 123,
                   State              => 'some state',
                   StateID            => 123,
                   StateType          => 'some state type',
                   Priority           => 'some priority',
                   PriorityID         => 123,
                   Lock               => 'lock',
                   LockID             => 123,
                   Queue              => 'some queue',
                   QueueID            => 123,
                   CustomerID         => 'customer_id_123',
                   CustomerUserID     => 'customer_user_id_123',
                   Owner              => 'some_owner_login',
                   OwnerID            => 123,
                   Type               => 'some ticket type',
                   TypeID             => 123,
                   SLA                => 'some sla',
                   SLAID              => 123,
                   Service            => 'some service',
                   ServiceID          => 123,
                   Responsible        => 'some_responsible_login',
                   ResponsibleID      => 123,
                   Age                => 3456,
                   Created            => '2010-10-27 20:15:00'
                   CreateTimeUnix     => '1231414141',
                   CreateBy           => 123,
                   Changed            => '2010-10-27 20:15:15',
                   ChangeBy           => 123,
                   ArchiveFlag        => 'y',

                   # If DynamicFields => 1 was passed, you'll get an entry like this for each dynamic field:
                   DynamicField_X     => 'value_x',

                   # (time stamps of expected escalations)
                   EscalationResponseTime           (unix time stamp of response time escalation)
                   EscalationUpdateTime             (unix time stamp of update time escalation)
                   EscalationSolutionTime           (unix time stamp of solution time escalation)

                   # (general escalation info of nearest escalation type)
                   EscalationDestinationIn          (escalation in e. g. 1h 4m)
                   EscalationDestinationTime        (date of escalation in unix time, e. g. 72193292)
                   EscalationDestinationDate        (date of escalation, e. g. "2009-02-14 18:00:00")
                   EscalationTimeWorkingTime        (seconds of working/service time till escalation, e. g. "1800")
                   EscalationTime                   (seconds total till escalation of nearest escalation time type - response, update or solution time, e. g. "3600")

                   # (detailed escalation info about first response, update and solution time)
                   FirstResponseTimeEscalation      (if true, ticket is escalated)
                   FirstResponseTimeNotification    (if true, notify - x% of escalation has reached)
                   FirstResponseTimeDestinationTime (date of escalation in unix time, e. g. 72193292)
                   FirstResponseTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00")
                   FirstResponseTimeWorkingTime     (seconds of working/service time till escalation, e. g. "1800")
                   FirstResponseTime                (seconds total till escalation, e. g. "3600")

                   UpdateTimeEscalation             (if true, ticket is escalated)
                   UpdateTimeNotification           (if true, notify - x% of escalation has reached)
                   UpdateTimeDestinationTime        (date of escalation in unix time, e. g. 72193292)
                   UpdateTimeDestinationDate        (date of escalation, e. g. "2009-02-14 18:00:00")
                   UpdateTimeWorkingTime            (seconds of working/service time till escalation, e. g. "1800")
                   UpdateTime                       (seconds total till escalation, e. g. "3600")

                   SolutionTimeEscalation           (if true, ticket is escalated)
                   SolutionTimeNotification         (if true, notify - x% of escalation has reached)
                   SolutionTimeDestinationTime      (date of escalation in unix time, e. g. 72193292)
                   SolutionTimeDestinationDate      (date of escalation, e. g. "2009-02-14 18:00:00")
                   SolutionTimeWorkingTime          (seconds of working/service time till escalation, e. g. "1800")
                   SolutionTime                     (seconds total till escalation, e. g. "3600")

Plus of course other fields as displayed below said interfaces.

If you're looking for something in particular, please ask.