I have a notification set to send an email to the listed customer when a ticket is marked as Closed Successful. After some testing, I am noticing that the tag <OTRS_CUSTOMER_SUBJECT[20]> is using the DB field from the last article in the ticket. What I am looking to do when a ticket is closed is to include the ORIGINAL subject from when the ticket was originally submitted OR the actual subject listed for the ticket (that was set in the free fields menu).
Here is what I have been using as code:
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Ticket #<OTRS_TICKET_TicketNumber> WORKING CORRECTLY
Subject:<OTRS_TICKET_SUBJECT[99]> LINE THAT NEEDS ATTENTION
State: <OTRS_TICKET_State> WORKING CORRECTLY
Final Notes:
<OTRS_AGENT_BODY[20]> WORKING CORRECTLY
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If anyone could offer up some help it would be much appreciated.
Notification Subject Tags
Moderator: crythias
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Re: Notification Subject Tags
I answered my own question.The correct tags is <OTRS_TICKET_Title>