tag:blogger.com,1999:blog-45169151583867887022024-03-13T22:19:00.201-07:00TAGS FOR OTRS HELP DESKYou want to use more OTRS_ *> tags in the edit window of the
notifications area but you don't know all possible tags? Anonymoushttp://www.blogger.com/profile/02962393635412654191noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-4516915158386788702.post-6758015866126380052015-01-19T01:10:00.002-08:002016-03-17T01:19:48.194-07:00OTRS Tags<div dir="ltr" style="text-align: left;" trbidi="on">
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OTRS TAGS </span></h2>
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<span style="font-family: "trebuchet ms" , sans-serif;">This blog is about OTRS tags, For the OTRS HELP DESK 4.0 or older versions including(3.3,2.2, anyother version before 4 they have been tried and tested) , Since OTRS is a pain in the head for beginners i really wanted to find something on the internet that could just lessen the pain of TAGS in OTRS.<br /></span><br />
<span style="font-family: trebuchet ms, sans-serif;">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.</span><br />
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<span style="font-family: "trebuchet ms" , sans-serif;">i will be adding more in due time so for the time being here are some of the tags.<br /><br />do fill on the contact form or write in comment if you need any type of tags and i will if i can get them for you<br />(This is not an official OTRS forum)<br /><br />I would encourage every one visiting this page to comment </span><br />
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<span style="font-family: "trebuchet ms" , sans-serif; font-size: small;">Here is a list: </span></h3>
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<u><span style="font-family: "trebuchet ms" , sans-serif; font-size: small;">0) Some params including agents</span></u></h3>
<u><span style="font-family: "trebuchet ms" , sans-serif;"><br /></span></u>
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<div style="text-align: left;">
<span style="font-family: "trebuchet ms" , sans-serif;"><span style="background-color: white; color: #373737; line-height: 24.375px;">The notification tags <OTRS_Agent_UserFirstname> and <OTRS_Agent_UserLastname> to </span><span style="background-color: white; color: #373737; line-height: 24.375px;">insert the appropriate agent name into each reply.</span></span></div>
<span style="font-family: "trebuchet ms" , sans-serif;"><span style="color: #373737;"><span style="line-height: 24.375px;"><br /></span></span></span>
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<span style="font-family: "trebuchet ms" , sans-serif; font-size: small;"><u>a) All params of the latest customer article:</u> </span></h3>
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<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_*> e. g. </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_SUBJECT[18]> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_EMAIL[16]> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_From> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_To> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_Cc> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_Subject> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_Body> </span><br />
<pre><span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_DATA_UserFirstname>
<OTRS_CUSTOMER_DATA_UserLastname>
<OTRS_CUSTOMER_DATA_UserLogin>
<OTRS_CUSTOMER_DATA_UserCustomerID>
<OTRS_CUSTOMER_DATA_UserEmail>
<OTRS_TICKET_EscalationDestinationDate>
while <OTRS_CUSTOMER_REALNAME> evaluates to the "realname" of the Post
Master address, e.g.: "OTRS Help Desk".
</span></pre>
<pre><span style="font-family: "trebuchet ms" , sans-serif;">The very same <CUSTOMER_DATA_* tags return perfect data when the
notification type is AddNote (the customer's first name, last name, etc.
appear as expected).
One would think that tags with names such as "CUSTOMER_DATA_*" that we
would be referring to the Customer's information in the database, and
the same tags should work consistently regardless of the type of event
generating the Notification.</span></pre>
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<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">Also possibe but depends on used action: </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_Comment> (for note or owner update comments) </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
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<span style="font-family: "trebuchet ms" , sans-serif; font-size: small;"><u>b) All possible OTRS config settings:</u> </span></h3>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CONFIG_*> e. g. </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CONFIG_HttpType> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CONFIG_FQDN> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CONFIG_ScriptAlias> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
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<span style="font-family: "trebuchet ms" , sans-serif; font-size: small;"><u>c) Ticket owner options:</u> </span></h3>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_OWNER_*> e. g. </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_OWNER_UserFirstname> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_OWNER_UserLastname> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_OWNER_UserSalutation> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_OWNER_UserLogin> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_OWNER_UserEmail> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_OWNER_UserComment> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
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<span style="font-family: "trebuchet ms" , sans-serif; font-size: small;"><u>d) Ticket responsible options:</u> </span></h3>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_RESPONSIBLE_*> e. g.</span><br />
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<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_RESPONSIBLE_UserFirstname> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_RESPONSIBLE_UserLastname> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_RESPONSIBLE_UserSalutation> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_RESPONSIBLE_UserLogin> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_RESPONSIBLE_UserEmail> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_RESPONSIBLE_UserComment> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
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<span style="font-family: "trebuchet ms" , sans-serif; font-size: small;"><u>e) Options of the current user who requested this action:</u> </span></h3>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CURRENT_*> e. g. </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CURRENT_UserFirstname> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CURRENT_UserLastname> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CURRENT_UserSalutation> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CURRENT_UserLogin> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CURRENT_UserEmail> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CURRENT_UserComment> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
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<span style="font-family: "trebuchet ms" , sans-serif; font-size: small;"><u>f) Options of the current customer user data of this ticket:</u> </span></h3>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_DATA_*> e. g.</span><br />
<br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_DATA_UserFirstname> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_DATA_UserLastname> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_DATA_UserLogin> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_DATA_UserCustomerID> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_CUSTOMER_DATA_UserEmail> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;">Note: For more tags have a look into your "CustomerUser" Kernel/Config.pm </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;">options. All tags under "Map => [...]" are possible. </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
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<span style="font-family: "trebuchet ms" , sans-serif; font-size: small;"><u>g) Options of the ticket data:</u> </span></h3>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_*> e. g.</span><br />
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<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketNumber> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketID> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_Title> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_Queue> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_QueueID> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_State> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_StateID> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_StateType> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_Priority> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_PriorityID> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_Lock> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_LockID> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_Owner> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_OwnerID> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_Service> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_ServiceID> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_SLA> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_SLAID> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_FirstResponseTimeDestinationDate> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"> <i>(date till the customer need to get a response)</i> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_FirstResponseTime> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"> <i>(time till the customer need to get a response)</i> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_FirstResponseTimeWorkingTime> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"> <i>(working time till the customer need to get a response)</i> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_UpdateTimeDestinationDate> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"> <i>(date till the customer need to get an update)</i> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_UpdateTime> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"> <i>(time till the customer need to get an update)</i> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_UpdateTimeWorkingTime> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"> <i>(working time till the customer need to get an update)</i> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_SolutionTimeDestinationDate> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"> <i>(date till the ticket need to be closed)</i> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_SolutionTime> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"> <i>(time till the ticket need to be closed)</i></span><br />
<br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_SolutionTimeWorkingTime> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"> <i>(working time till the ticket need to be closed)</i> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /></span>
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_CustomerID> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_CustomerUserID> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_Created> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_Changed> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeKey1> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeText1> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeKey2> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeText2> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeKey3> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeText3> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeKey4> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeText4> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeKey5> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeText5> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeKey6> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeText6> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeKey7> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeText7> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeKey8> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeText8> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeTime1> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><OTRS_TICKET_TicketFreeTime2> </span><br />
<span style="font-family: "trebuchet ms" , sans-serif;"><br /><span style="font-size: large;"><br /></span></span><span style="font-family: "trebuchet ms" , sans-serif; font-size: xx-small;"><a href="https://otrs.github.io/doc/api/otrs/stable/Perl/Kernel/System/Ticket.pm.html" target="_blank"><span style="font-size: large;">DO CHECK OUT THEIR GITHUB FORUM</span></a></span>
</div>
Anonymoushttp://www.blogger.com/profile/02962393635412654191noreply@blogger.com16