OTRS_CUSTOMER_EMAIL[5]

[baggar11]

I'm trying to modify the Agent::OwnerUpdate notification to include the "original" email body. I've added the line <OTRS_CUSTOMER_EMAIL[30]> to the bottom of the notification, but all I seem to be getting is a double body from the owner update email.

It looks like this(below). Notice the double "update." The very bottom "update" I am hoping to paste the original incoming email body. Has anyone else run across this? Is there a better way of doing that? Thanks!
----------------------------
Hi David,

Ticket [2014061810000171] is assigned to you by Paul.

Comment:
update


http://otrs.****.org/otrs/index.pl?Action=AgentTicketZoom;TicketID=16638

Your OTRS Notification Master
update

[crythias]

I would suggest not doing this. The information is in the ticket and needs to be addressed from the Web interface. Providing the ticket body increases temptation for the agent to respond via email.

[baggar11]

Do you have a suggestion on how we can get more information about the ticket to agents when ownership is assigned to them?

Right now, when agents are out in the field, they get an email notification about a ticket that has been assigned to them. But here isn't any information about the ticket for them to decide on whether or not they need to take a look at it sooner rather than later. We do not have OTRS exposed to the outside for phone/APP support, so it would be great if we could get more info some how.

[crythias]

I'd include the customer login, customer id (if you use that for customer-company identification) and priority/impact. (Those are just fields that already exist and can be tagged and not typed.) Maybe customer phone number.
Plus, I'd consider whether this is being assigned by a human and how much the human can tell the agent about its importance.

[baggar11]

I guess I'm trying to figure out how to auto-pilot most of this stuff. Not re-train staff on how to enter certain information into the ownerupdate window. Do you know of a way to auto-populate some information into the ownerupdate window before the ticket gets assigned to an agent? Or maybe use a filter to sent the full text of a ticket to the agent after it's been assigned?

Thanks for your response so far!

[crythias]

Do you know of a way to auto-populate some information into the ownerupdate window before the ticket gets assigned to an agent?

Same place you found it...
Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewOwner
Body...
Notifications are sent to an agent or a customer.
You can use the following tags:
<OTRS_AGENT_SUBJECT[20]>
To get the first 20 character of the subject (of the latest agent article).
<OTRS_AGENT_BODY[5]>
To get the first 5 lines of the body (of the latest agent article).
<OTRS_AGENT_*>
To get the article attribute ( e. g. <OTRS_AGENT_From>, <OTRS_AGENT_To>, <OTRS_AGENT_Cc>, <OTRS_AGENT_Subject>, <OTRS_AGENT_Body>).
<OTRS_CUSTOMER_SUBJECT[20]>
To get the first 20 character of the subject (of the latest customer article).
<OTRS_CUSTOMER_BODY[5]>
To get the first 5 lines of the body (of the latest customer article).
<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 user 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_CONFIG_*>
Config options ( e. g. <OTRS_CONFIG_HttpType>).

[baggar11]

When I go to SysConfig --> Ticket --> Frontend::Agent::Ticket::ViewOwner --> Ticket::Frontend::AgentTicketOwner###Body

I enter <OTRS_CUSTOMER_EMAIL[5]> in the field. But when I test, it actually shows "<OTRS_CUSTOMER_EMAIL[5]>" instead of the actual email content. Am I missing something in my config somewhere? That seems like what I'm trying to go for otherwise.

[crythias]

spell check.

[baggar11]

I spelled it wrong in the post, not in the OTRS system. I double checked and the spelling wasn't the reason. Any other suggestions?

[crythias]

Not really. I don't bother doing much more than assign tickets because there's no need to duplicate the information that's already in the ticket.

[baggar11]

Thanks for your help on this. I decided to expose OTRS to the outside and am using the iPhoneHandle extension.