Hello,

We want to change the en::Agent::NewTicket notification so it looks something like this:

--

#Name: <OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname>

#E-Mail: <OTRS_CUSTOMER_DATA_Email>

#Phonenumber: <OTRS_CUSTOMER_DATA_Phone>

Wrote a new ticket to "<OTRS_TICKET_Queue>":

<snip>

<OTRS_CUSTOMER_EMAIL[30]>

<snip>

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID>

Your OTRS Notification Master

--

We use Active Directory (AD) as backend. Email and Phonenumber ends up being a “-“, but in ticketzooms the phonenumber is there.

Is it possible at all to get AD data in the NewTicket notification? Or am I just using the wrong tags?

Regards,

Ulrich