Re: [otrs] OTRS Variables.

22 Jul 2005

...
From: Graeme Brough 
Reply-To: "User questions and discussions about OTRS.org" 
Date: Fri, 22 Jul 2005 16:14:36 +0100
To: "User questions and discussions about OTRS.org" 
Subject: Re: [otrs] OTRS Variables.
Hi Mark,
I only used the X-Headers to filter incoming emails and I cannot quickly think
of a way to include X-Header content within an email.
The X-Header content DOES set variables.  For example:

X-OTRS-TicketKey1: blocked website
X-OTRS-TicketValue1: $blockedurl

Is used when we filter websites using a filtration system.

When the ticket is shown in OTRS, these values appear in the ticket
information.  So there's gotta be a way to use them ... I would think.
...
Perhaps someone else could shine some light on this for you.
Hope you get your answer.
Regards,
Graeme
Mark J. Nernberg wrote:
...
...
From: Graeme Brough 
Reply-To: "User questions and discussions about OTRS.org" 
Date: Fri, 22 Jul 2005 10:14:33 +0100
To: "User questions and discussions about OTRS.org" 
Subject: Re: [otrs] OTRS Variables.
Mark,
I can also create your own variables.
Actually, what I'm trying to do is use Ticket free key values.
I have a web form which sets certain X-headers, such as OTRS-TicketKey1 and
OTRS-TicketValue1.  I want to include those values in my automatic or canned
responses.
Any ideas to make that easy?
...
In Modules/AdminCompose.pm, prior to (approx line 270):
# replace customer data
   foreach (keys %Customer) {
if ($Customer{$_}) {
$Data{Signature} =~ s//$Customer{$_}/gi;
$Data{Salutation} =~ s//$Customer{$_}/gi;
$Data{StdResponse} =~ s//$Customer{$_}/gi;
}
   }
you can add a variation of the following:
#
# add custom values to Subject
#
   $Data{Subject} =~ s//$variable[1]/g;
   $Data{Subject} =~ s//$variable[2]/g;
   $Data{Subject} =~ s/<LOCATION>/$variable[3]/g;
#
# add custom values to StdResponse
#
   $Data{StdResponse} = $Self->{QueueObject}->GetStdResponse(ID =>
$GetParam{ResponseID});
#
   $Data{StdResponse} =~ s/<ORIGINATOR>/$variable[0]/g;
   $Data{StdResponse} =~ s//$variable[1]/g;
   $Data{StdResponse} =~ s//$variable[2]/g;
   $Data{StdResponse} =~ s/<LOCATION>/$variable[3]/g;
All you then need to do is create your response templates as normal and
include your customer tags.
HTH,
Graeme
Christian Schoepplein wrote:
...
Hello,
On Fri, Jul 22, 2005 at 03:35:32AM -0400, Mark J. Nernberg wrote:
...
...
From: Daniel Balan 
Organization: BitDefender
Reply-To: "User questions and discussions about OTRS.org" 
Date: Fri, 22 Jul 2005 10:09:17 +0300
To: "User questions and discussions about OTRS.org" 
Subject: Re: [otrs] OTRS Variables.
I had a question like yours on 7/1/2004 10:57 AM (See: "[otrs] ticket id
in the body" message) and that is what Robert from OTRS team told me.
Maybe v2 will have more
I was hoping to use some of the other values in my responses.
Go to the response section in the adminarea and take a look at the
bottom of the screen. There you'll find the notes and a list of
variables that you can use. This note section exists for all settings in
the adminarea.
Ciao,
Christian
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If you are not the intended recipient, please contact the sender by
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