OTRS Variables.

Mark J. Nernberg

21 Jul 2005 21 Jul '05

7:47 p.m.

Is there a list, somewhere of all of the variables which can be used in responses (such as I thought I had seen one somewhere, but for the life of me I can't find it! -- Mark J. Nernberg Director of Technology Downtown Help Desk (412)478-6262 (cell) (412)232-0710 (fax) http://www.downtownhelpdesk.com

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Daniel Balan

22 Jul 22 Jul

6:49 a.m.

here is the list (available for 1.3.x) to get the first 20 character of the subject to get the first 5 lines of the email to get the from line of the email to get the realname of the sender (if given) to get the ticket number of the ticket to get the ticket id of the ticket Mark J. Nernberg wrote:

...

Is there a list, somewhere of all of the variables which can be used in responses (such as

I thought I had seen one somewhere, but for the life of me I can't find it!

-- Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

Mark J. Nernberg

6:53 a.m.

...

From: Daniel Balan Organization: BitDefender Reply-To: "User questions and discussions about OTRS.org" Date: Fri, 22 Jul 2005 09:49:40 +0300 To: "User questions and discussions about OTRS.org" Subject: Re: [otrs] OTRS Variables.

here is the list (available for 1.3.x)

to get the first 20 character of the subject to get the first 5 lines of the email to get the from line of the email to get the realname of the sender (if given) to get the ticket number of the ticket to get the ticket id of the ticket

I had thought there were more?

...

Mark J. Nernberg wrote:

...
Is there a list, somewhere of all of the variables which can be used in responses (such as

I thought I had seen one somewhere, but for the life of me I can't find it!

-- Daniel

-- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

Daniel Balan

7:09 a.m.

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 Mark J. Nernberg wrote:

...

...
From: Daniel Balan Organization: BitDefender Reply-To: "User questions and discussions about OTRS.org" Date: Fri, 22 Jul 2005 09:49:40 +0300 To: "User questions and discussions about OTRS.org" Subject: Re: [otrs] OTRS Variables.

here is the list (available for 1.3.x)

to get the first 20 character of the subject to get the first 5 lines of the email to get the from line of the email to get the realname of the sender (if given) to get the ticket number of the ticket to get the ticket id of the ticket

I had thought there were more?

...
Mark J. Nernberg wrote:

...
Is there a list, somewhere of all of the variables which can be used in responses (such as

I thought I had seen one somewhere, but for the life of me I can't find it!

-- Daniel

-- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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-- Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

Mark J. Nernberg

7:35 a.m.

...

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

Damn. I was hoping to use some of the other values in my responses.

...

Mark J. Nernberg wrote:

...
...
From: Daniel Balan Organization: BitDefender Reply-To: "User questions and discussions about OTRS.org" Date: Fri, 22 Jul 2005 09:49:40 +0300 To: "User questions and discussions about OTRS.org" Subject: Re: [otrs] OTRS Variables.

here is the list (available for 1.3.x)

to get the first 20 character of the subject to get the first 5 lines of the email to get the from line of the email to get the realname of the sender (if given) to get the ticket number of the ticket to get the ticket id of the ticket

I had thought there were more?

...
Mark J. Nernberg wrote:

...
Is there a list, somewhere of all of the variables which can be used in responses (such as

I thought I had seen one somewhere, but for the life of me I can't find it!

-- Daniel

-- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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-- Daniel

-- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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Christian Schoepplein

8:15 a.m.

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 -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

Graeme Brough

9:14 a.m.

Mark, I can also create your own variables. 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

------------------------------------------------------------------------

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

-- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Mark J. Nernberg

3 p.m.

...

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

------------------------------------------------------------------------

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

-- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

Graeme Brough

3:14 p.m.

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. 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

------------------------------------------------------------------------

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

-- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System?

...
http://www.otrs.de/

Mark J. Nernberg

3:29 p.m.

...

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

------------------------------------------------------------------------

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

-- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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...
http://www.otrs.de/

-- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

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participants (4)

Christian Schoepplein
Daniel Balan
Graeme Brough
Mark J. Nernberg