Put the Owner Ticket in the Title

[OTRSPro]

Hello,

in the "Title" of OTRS, where you can edit the system standard salutation (en) (that apparently is necessary), I would like to write:

Hello <OTRS_OWNER_*>, <--- (Like an automatic command that write on the Ticket answer the name of who create the ticket),

but If I copy and paste <OTRS_OWNER_*>, when I answer to a Ticket it appear:

Hi -, (the - instead of the name of the Client).

Can you help me out why?

Thanks,.

[zzz]

Hello Michael,

Try this one instead:

Code: Select all

Hello <OTRS_CUSTOMER_REALNAME>,

With the owner Tag, you address the agent, not the customer. The correct one for that would be <OTRS_OWNER_UserFirstname>. The wildcard is a placeholder for UserFirstname, UserLastname etc.

Best regards
Emin

[OTRSPro]

Hello Michael,

Try this one instead:

Code: Select all

Hello <OTRS_CUSTOMER_REALNAME>,

With the owner Tag, you address the agent, not the customer. The correct one for that would be <OTRS_OWNER_UserFirstname>. The wildcard is a placeholder for UserFirstname, UserLastname etc.

Best regards
Emin

Is working! Thank you very much.
Is maybe possible to insert ONLY the First Name or you must insert "REALNAME" that contain First Name + Last name?

[zzz]

Sure, you can do '<OTRS_CUSTOMER_UserFirstname>' aswell, but you could've tried that out yourself on a test system

Best regards
Emin