[dev] Simple code to add <OTRS_TICKET_ID/HOOK> to responses

24 Mar 2004

      Hi all,

I've found it helpful to add support for inserting the ticket ID within the
context of responses and added the following snippet to
Kernel/Modules/AgentCompose.pm:

Immediately after the following line:
$Data{StdResponse} = $Self->{QueueObject}->GetStdResponse(ID =>
$Self->{ResponseID});

I added the following:

    # replace  with ticket id and  with
ticket hook
    $Data{StdResponse} =~ s//$Ticket{TicketNumber}/g;
    $Data{StdResponse} =~ s//$TicketHook/g;

This allows me to insert the following in responses:

"Please refer to :  if you contact us via
telephone for faster response."

I think it might make a useful addition for others.

Best wishes,
Paul