[SOLVED] Customer User, Title in OTRS tags possible?

[soth]

Hello,

we have set a list of customers in the Customer User area in the newest OTRS but we can not seem to find a way of putting an OTRS tag into templates to fetch customer company name i.e. Title.

Can anyone advise what tag should we use?

Thanks.

EDIT:

In the previous OTRS versions we did this with: <OTRS_CUSTOMER_DATA_Company> EDIT2: // actually, this has never worked either in the previous OTRS

[soth]

Is the question asked wrong?

[crythias]

Is the question asked wrong?

Kinda. There's no way to extrapolate what's the problem and how to replicate from your post. The syntax is valid for the statement you chose. Obviously, it's not returning the value you expect in the place you expect it, or else you wouldn't ask a question, but our crystal ball is a bit cloudy here.

[soth]

Is the question asked wrong?

Kinda. There's no way to extrapolate what's the problem and how to replicate from your post. The syntax is valid for the statement you chose. Obviously, it's not returning the value you expect in the place you expect it, or else you wouldn't ask a question, but our crystal ball is a bit cloudy here.

Ok I will try explaining better.

1. We have our clients defined in: ADMIN -> Customer User

2. Our templates are defined in the Templates area. (for example: Create • HandOut protocol)

In the templates we use OTRS tags, such as: <OTRS_CURRENT_UserFirstname>, <OTRS_CUSTOMER_DATA_Company>...

3. When creating a new ticket, we first choose a customer from "[ Customer user ]" link to pick a customer.

4. Then we select a Queue and an approriate Template.

However, the (for example) <OTRS_CURRENT_UserFirstname> is processed correctly and returns the user. But we can not get the client's name which is the "Title" field in the Customer User Form, nor the <OTRS_CUSTOMER_DATA_UserFirstname> works for example..

I hope this would be sufficient explanation. We would love to upgrade to 3.3.6 from our current 3.0.10 finally.

[crythias]

1. We have our clients defined in: ADMIN -> Customer User

As I would hope anyone else would (clients=customer in OTRS parlance).

2. Our templates are defined in the Templates area. (for example: Create • HandOut protocol)

Makes sense

3. When creating a new ticket, we first choose a customer from "[ Customer user ]" link to pick a customer.
However, the (for example) <OTRS_CURRENT_UserFirstname> is processed correctly and returns the user. But we can not get the client's name which is the "Title" field in the Customer User Form, nor the <OTRS_CUSTOMER_DATA_UserFirstname> works for example..

From the template Reference section:
> Note: Create type templates only supports this smart tags: <OTRS_CURRENT_*> and <OTRS_CONFIG_*>

So, a template like "Hello, Customer Jones, I am creating a ticket on your behalf" is going to be as you encounter it, but not as you desire, apparently.

I get your concern. I don't think it's possible to do what you wish. Since I handle tickets differently, I'm primarily focused on why I'm creating the ticket, and since I turned off, for instance, email out on Phone tickets, the first post, if I create a ticket, is simply for my techs or my personal quick-ref of why the ticket was created. Then, if I need to communicate with the customer, I do it (Reply/Template) after the ticket is created. As I generally assume my view is going to be of the same gist as if a customer sends to me, the first article being, "Hey, Customer Jones" throws me out of the loop for a bit.

(read: My customers don't self-address tickets, so I just create tickets as if the customer wrote them.)

[soth]

1. We have our clients defined in: ADMIN -> Customer User

As I would hope anyone else would (clients=customer in OTRS parlance).

2. Our templates are defined in the Templates area. (for example: Create • HandOut protocol)

Makes sense

3. When creating a new ticket, we first choose a customer from "[ Customer user ]" link to pick a customer.
However, the (for example) <OTRS_CURRENT_UserFirstname> is processed correctly and returns the user. But we can not get the client's name which is the "Title" field in the Customer User Form, nor the <OTRS_CUSTOMER_DATA_UserFirstname> works for example..

From the template Reference section:
> Note: Create type templates only supports this smart tags: <OTRS_CURRENT_*> and <OTRS_CONFIG_*>

So, a template like "Hello, Customer Jones, I am creating a ticket on your behalf" is going to be as you encounter it, but not as you desire, apparently.

I get your concern. I don't think it's possible to do what you wish. Since I handle tickets differently, I'm primarily focused on why I'm creating the ticket, and since I turned off, for instance, email out on Phone tickets, the first post, if I create a ticket, is simply for my techs or my personal quick-ref of why the ticket was created. Then, if I need to communicate with the customer, I do it (Reply/Template) after the ticket is created. As I generally assume my view is going to be of the same gist as if a customer sends to me, the first article being, "Hey, Customer Jones" throws me out of the loop for a bit.

(read: My customers don't self-address tickets, so I just create tickets as if the customer wrote them.)

Thank you for the clarification.

[soth]

I get your concern. I don't think it's possible to do what you wish. Since I handle tickets differently, I'm primarily focused on why I'm creating the ticket, and since I turned off, for instance, email out on Phone tickets, the first post, if I create a ticket, is simply for my techs or my personal quick-ref of why the ticket was created. Then, if I need to communicate with the customer, I do it (Reply/Template) after the ticket is created. As I generally assume my view is going to be of the same gist as if a customer sends to me, the first article being, "Hey, Customer Jones" throws me out of the loop for a bit.

(read: My customers don't self-address tickets, so I just create tickets as if the customer wrote them.)

Sorry to bother you again, but when answering a ticket the <OTRS_CUSTOMER_DATA_Company> tag still does not work.

<OTRS_TICKET_TicketNumber> works for instance but I can not seem to fetch the company name.

[crythias]

The fields will fill from the Map of the customer.

[soth]

The fields will fill from the Map of the customer.

Could you be more specific?

[crythias]

vanilla OTRS doesn't have Company as a field.

[soth]

vanilla OTRS doesn't have Company as a field.

I see, so how should I proceed, should I install an addon?

[crythias]

The proper question to answer is "Which OTRS-designated field holds the value you seek to display?"
Don't guess. If you see it in Customer Management for the user, inspect element/view source on the appropriate field and look for name="fieldname"

[soth]

The proper question to answer is "Which OTRS-designated field holds the value you seek to display?"
Don't guess. If you see it in Customer Management for the user, inspect element/view source on the appropriate field and look for name="fieldname"

Now I get it I understood you wrong the first time, It works thanks!

The last thing, is there really no way of fetching the company name when creating a new ticket after selecting a customer?

We would like to have unified protocols, otherwise we must type the company name every time when creating a ticket.

[crythias]

I use the CustomerID to hold the company name.