OTRS Notification Tags <OTRS_*>

[tupson]

In regards to OTRS Notification Tags, the information within the OTRS app (within the Automated Responses) section gives you a few tags to reference/use, but doesn't give you a full list.

When I google OTRS tags, I receive the following page: http://itsm-demo.otrs.com/otrs/public.p ... ItemID=186 - but obviously, these tags are updated to v2.2 only. I cannot find anything for v3.3x and there are clearly a lot more tags that are available for use.

Any idea where I can find this information?

(example: the v2.2 guide doesnt show any of the Escalation tags, but clearly within the v3.3.9 version, Escalation tags are available)

[crythias]

https://otrs.github.io/doc/api/otrs/sta ... et.pm.html
Look under TicketGet

[tupson]

It would appear that that only shows a few tags also, are you indicating the v2.2x tags and that short is is all of the tags associated in v3.3x?

Update: Just to be clear, I am looking for just the tags that are used for auto-responses and notifications. I am not really interested in the actual ticket processing options.

[crythias]

Code: Select all

TicketGet()
Get ticket info
    my %Ticket = $TicketObject->TicketGet(
        TicketID      => 123,
        DynamicFields => 0,         # Optional, default 0. To include the dynamic field values for this ticket on the return structure.
        UserID        => 123,
        Silent        => 0,         # Optional, default 0. To suppress the warning if the ticket does not exist.
    );

Returns:
    %Ticket = (
        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")
    );

[tupson]

I saw that section from your original post. I apologize if what you are trying to tell me is still unclear. I am running OTRS v3.3.9 and the tags I use are like the example below: (identical to v2.2x terms) as I referenced a URL to.

c) Ticket owner options:
<OTRS_OWNER_*> e. g.
<OTRS_OWNER_UserFirstname>
<OTRS_OWNER_UserLastname>
<OTRS_OWNER_UserSalutation>
<OTRS_OWNER_UserLogin>
<OTRS_OWNER_UserEmail>
<OTRS_OWNER_UserComment>
[...]

The returns are are displaying are far different than what tag use is being shown within the appliance I am using.

The Returns on this list do not indicate whether it requires OTRS_Owner, OTRS_User, OTRS_Customer, etc so it is confusing as to what you are pasting.

[tupson]

Ahh,

Now I think I follow what you are referencing, you provided information on all <OTRS_Ticket_*> tags. I am seeking the full blown Notification Tags referencing all options:

- OTRS_Customer_*
- OTRS_Customer_Data_*
- OTRS_Config_*
- OTRS_Owner_*
- OTRS_Responsible_*
- OTRS_Current_*
- OTRS_Ticket_*
- OTRS_<whatever else>

Whatever the full blown Notification Tags that are equipped to v3.3.9, the same as the list expressed for v2.2x here http://itsm-demo.otrs.com/otrs/public.p ... ItemID=186

[crythias]

Short answer: they're all in the API.
Long answer: you don't really need a list. You need the *one* field for the purpose you need and you would rather ask for the haystack than the needle.

[tupson]

What I "need" may not necessarily always be a thought to use; if I was unaware of another/alternative option.

It sounds like there is no documentation/list that supports my question and I'll have to dig around within the software to find it; which the short answer is no. Thanks anyway.