OTRS TAGS
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.
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.
i will be adding more in due time so for the time being here are some of the tags.
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
(This is not an official OTRS forum)
I would encourage every one visiting this page to comment
Here is a list:
0) Some params including agents
The notification tags <OTRS_Agent_UserFirstname> and <OTRS_Agent_UserLastname> to insert the appropriate agent name into each reply.
a) All params of the latest customer article:
<OTRS_CUSTOMER_*> e. g.
<OTRS_CUSTOMER_SUBJECT[18]>
<OTRS_CUSTOMER_EMAIL[16]>
<OTRS_CUSTOMER_From>
<OTRS_CUSTOMER_To>
<OTRS_CUSTOMER_Cc>
<OTRS_CUSTOMER_Subject>
<OTRS_CUSTOMER_Body>
<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".
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.
Also possibe but depends on used action:
<OTRS_CUSTOMER_Comment> (for note or owner update comments)
b) All possible OTRS config settings:
<OTRS_CONFIG_*> e. g.<OTRS_CONFIG_HttpType>
<OTRS_CONFIG_FQDN>
<OTRS_CONFIG_ScriptAlias>
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>
d) Ticket responsible options:
<OTRS_RESPONSIBLE_*> e. g.<OTRS_RESPONSIBLE_UserFirstname>
<OTRS_RESPONSIBLE_UserLastname>
<OTRS_RESPONSIBLE_UserSalutation>
<OTRS_RESPONSIBLE_UserLogin>
<OTRS_RESPONSIBLE_UserEmail>
<OTRS_RESPONSIBLE_UserComment>
e) Options of the current user who requested this action:
<OTRS_CURRENT_*> e. g.<OTRS_CURRENT_UserFirstname>
<OTRS_CURRENT_UserLastname>
<OTRS_CURRENT_UserSalutation>
<OTRS_CURRENT_UserLogin>
<OTRS_CURRENT_UserEmail>
<OTRS_CURRENT_UserComment>
f) Options of the current customer user data of this ticket:
<OTRS_CUSTOMER_DATA_*> e. g.<OTRS_CUSTOMER_DATA_UserFirstname>
<OTRS_CUSTOMER_DATA_UserLastname>
<OTRS_CUSTOMER_DATA_UserLogin>
<OTRS_CUSTOMER_DATA_UserCustomerID>
<OTRS_CUSTOMER_DATA_UserEmail>
Note: For more tags have a look into your "CustomerUser" Kernel/Config.pm
options. All tags under "Map => [...]" are possible.
g) Options of the ticket data:
<OTRS_TICKET_*> e. g.<OTRS_TICKET_TicketNumber>
<OTRS_TICKET_TicketID>
<OTRS_TICKET_Title>
<OTRS_TICKET_Queue>
<OTRS_TICKET_QueueID>
<OTRS_TICKET_State>
<OTRS_TICKET_StateID>
<OTRS_TICKET_StateType>
<OTRS_TICKET_Priority>
<OTRS_TICKET_PriorityID>
<OTRS_TICKET_Lock>
<OTRS_TICKET_LockID>
<OTRS_TICKET_Owner>
<OTRS_TICKET_OwnerID>
<OTRS_TICKET_Service>
<OTRS_TICKET_ServiceID>
<OTRS_TICKET_SLA>
<OTRS_TICKET_SLAID>
<OTRS_TICKET_FirstResponseTimeDestinationDate>
(date till the customer need to get a response)
<OTRS_TICKET_FirstResponseTime>
(time till the customer need to get a response)
<OTRS_TICKET_FirstResponseTimeWorkingTime>
(working time till the customer need to get a response)
<OTRS_TICKET_UpdateTimeDestinationDate>
(date till the customer need to get an update)
<OTRS_TICKET_UpdateTime>
(time till the customer need to get an update)
<OTRS_TICKET_UpdateTimeWorkingTime>
(working time till the customer need to get an update)
<OTRS_TICKET_SolutionTimeDestinationDate>
(date till the ticket need to be closed)
<OTRS_TICKET_SolutionTime>
(time till the ticket need to be closed)
<OTRS_TICKET_SolutionTimeWorkingTime>
(working time till the ticket need to be closed)
<OTRS_TICKET_CustomerID>
<OTRS_TICKET_CustomerUserID>
<OTRS_TICKET_Created>
<OTRS_TICKET_Changed>
<OTRS_TICKET_TicketFreeKey1>
<OTRS_TICKET_TicketFreeText1>
<OTRS_TICKET_TicketFreeKey2>
<OTRS_TICKET_TicketFreeText2>
<OTRS_TICKET_TicketFreeKey3>
<OTRS_TICKET_TicketFreeText3>
<OTRS_TICKET_TicketFreeKey4>
<OTRS_TICKET_TicketFreeText4>
<OTRS_TICKET_TicketFreeKey5>
<OTRS_TICKET_TicketFreeText5>
<OTRS_TICKET_TicketFreeKey6>
<OTRS_TICKET_TicketFreeText6>
<OTRS_TICKET_TicketFreeKey7>
<OTRS_TICKET_TicketFreeText7>
<OTRS_TICKET_TicketFreeKey8>
<OTRS_TICKET_TicketFreeText8>
<OTRS_TICKET_TicketFreeTime1>
<OTRS_TICKET_TicketFreeTime2>
DO CHECK OUT THEIR GITHUB FORUM
