variables in Generic Agent note

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Jarod
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variables in Generic Agent note

Post by Jarod »

Hi,

I am generating a note via generic agent when the queue of a tickets is updated.
I want to place the agents fistname and lastname in the "from" field.
I also want to add them into the articletext.
I tried
<OTRS_CURRENT_UserFirstname>
<OTRS_CURRENT_UserLastname>
but this doesn't work. It just shows the plain code.
Can these tags be used in this place?

Is there a list of all available tags which can be used in the article?

Best regards

Jarod
Viele Grüße

Jarod
crythias
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Re: variables in Generic Agent note

Post by crythias »

Jarod wrote:Can these tags be used in this place?
no, only in the body (and maybe the Subject).
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Jarod
OTRS newbie
Posts: 30
Joined: 08 Jul 2014, 10:41
Znuny / OTRS Version: 4.0.6
Real Name: Patrick

Re: variables in Generic Agent note

Post by Jarod »

Hi crythias,

thank you for your reply.
Tried using the tags in the body field.
But trhe result was the same. The tags are shown plain in the article body.
Is there sth special I have to place in addition "around" the tags when I want them to be interpreted as tags.
Looks like OTRS just handles them as a string.

Best regards

Jarod
Viele Grüße

Jarod
RIAIngo
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Re: variables in Generic Agent note

Post by RIAIngo »

i have the same Problem.

arte the some News regarding the issue ?
quickndirty
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Re: variables in Generic Agent note

Post by quickndirty »

Hello there,

me also, I have the same problem. Trying to use the Generic Agent to transfer information from dynamic fields entered by the customer in the customer interface upon ticket creation to an automatic note. (I do not want to display all those dynamic fields in the agent ticket view, stupid, I know. Also, I don't want to use process tickets, because I want to keep them reserved for real processes, not for standard issue admission.)

In this special case, maybe the actual fields do not really exist yet? However, the sorting to queues etc. depending on dynamic field values works fine, so I don't think this is a problem.

In the created note, I get the placeholders in plain text, no names, no values. :(

Any ideas? I quite liked the prospect of being able to present pre-defined forms and values to the customer, but then only display the information entered once in an extra note, because I don't want my agents having to enter / correct / cope with too many attributes manually.

Thanks in advance and have a nice day.

EDIT: I just set up a note as a template with the desired dynamic fields. Here, the intended use of the variables works just fine. This suggests the template notes and the generic agent notes are not handled in the same way, which would really be nice.
pisoir
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Re: variables in Generic Agent note

Post by pisoir »

Any update on this issue? I would also desperately need this functionality.
jojo
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Re: variables in Generic Agent note

Post by jojo »

pisoir wrote:Any update on this issue? I would also desperately need this functionality.
If you want to suggest an idea: https://otrsteam.ideascale.com, if you need an offer for development: sales@otrs.com
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Re: variables in Generic Agent note

Post by root »

Fully ACK to Jojo. Just to add there a other companies too ;-)
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