Re: Using dynamic field in notifications when creating ticket

Carlos Rodriguez <[email protected]> Thu, 13 Feb 2020 09:47:45 -0600
Newsgroups gmane.comp.otrs.user
Message-ID <[email protected]> 
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Hi Alexis,

I think it is a time issue when the ticket is created there are no DF
saved as they need a Ticket reference to be saved, so instead of the
event TicketCreste you might want to use NotificationNewTicket. This
happens after the ticket, ticket DF and article are created.

((enjoy))


Carlos Rodr=C3=ADguez

On 2/12/20 2:19 PM, Anthony F McInerney wrote:
> Hi Alexis,
>
> You want the followup magic
> I think <OTRS_TICKET_DynamicField_Myfield> should map
> to=C2=A0X-OTRS-FollowUp-DynamicField instead of X-OTRS-DynamicFIeld
>
> I believe that's correct (but i haven't got access to my otrs right
> now, some vicious googling on the forums will throw some up eventually)=

>
> Cheers
> Ant.
>
>
>
> On Wed, 12 Feb 2020 at 09:06, Alexis HAUSER
> <[email protected]
> <mailto:[email protected]>> wrote:
>
>     Hi,
>
>     I tried to use dynamic fields in notifications, using the
>     following syntax : <OTRS_TICKET_DynamicField_Myfield>
>     It worked for escalation notifications and others things, but it
>     seems that the dynamic fields don't get any value when the
>     notification is sent after creating a new ticket.
>     It's replaced instead with "-".
>
>     Any idea how I can update the dynamic fields values before the
>     notification of a new ticket creation is sent ?
>
>     Regards
>     Alexis
>     -------------------------------------------------------------------=
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    <font face=3D"Helvetica, Arial, sans-serif">Hi Alexis,<br>
      <br>
      I think it is a time issue when the ticket is created there are no
      DF saved as they need a Ticket reference to be saved, so instead
      of the event TicketCreste you might want to use
      NotificationNewTicket. This happens after the ticket, ticket DF
      and article are created.<br>
      <br>
    </font>
    <div class=3D"moz-signature">
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      <p class=3D"p1"><span class=3D"s1">((enjoy))</span></p>
      <p class=3D"p2"><span class=3D"s1"></span><br>
      </p>
      <p class=3D"p1"><span class=3D"s1">Carlos Rodr=C3=ADguez</span></p>=

    </div>
    <div class=3D"moz-cite-prefix">On 2/12/20 2:19 PM, Anthony F McInerne=
y
      wrote:<br>
    </div>
    <blockquote type=3D"cite"
cite=3D"mid:[email protected]=
l.com">
      <meta http-equiv=3D"content-type" content=3D"text/html; charset=3DU=
TF-8">
      <div dir=3D"ltr">Hi Alexis,
        <div><br>
        </div>
        <div>You want the followup magic</div>
        <div>I think &lt;OTRS_TICKET_DynamicField_Myfield&gt; should map
          to=C2=A0X-OTRS-FollowUp-DynamicField instead of X-OTRS-DynamicF=
Ield</div>
        <div><br>
        </div>
        <div>I believe that's correct (but i haven't got access to my
          otrs right now, some vicious googling on the forums will throw
          some up eventually)</div>
        <div><br>
        </div>
        <div>Cheers</div>
        <div>Ant.</div>
        <div><br>
        </div>
        <br>
      </div>
      <br>
      <div class=3D"gmail_quote">
        <div dir=3D"ltr" class=3D"gmail_attr">On Wed, 12 Feb 2020 at 09:0=
6,
          Alexis HAUSER &lt;<a
            href=3D"mailto:[email protected]"
            moz-do-not-send=3D"true">[email protected]</a>&=
gt;
          wrote:<br>
        </div>
        <blockquote class=3D"gmail_quote" style=3D"margin:0px 0px 0px
          0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex">=

          <div>
            <div
style=3D"font-family:arial,helvetica,sans-serif;font-size:12pt;color:rgb(=
0,0,0)">
              <div>Hi,<br>
              </div>
              <div><br>
              </div>
              <div>I tried to use dynamic fields in notifications, using
                the following syntax :
                &lt;OTRS_TICKET_DynamicField_Myfield&gt;<br>
              </div>
              <div>It worked for escalation notifications and others
                things, but it seems that the dynamic fields don't get
                any value when the notification is sent after creating a
                new ticket.<br>
              </div>
              <div>It's replaced instead with "-".<br>
              </div>
              <div><br>
              </div>
              <div>Any idea how I can update the dynamic fields values
                before the notification of a new ticket creation is sent
                ?<br>
              </div>
              <div><br>
              </div>
              <div>Regards<br>
              </div>
              <div>Alexis<br>
              </div>
            </div>
          </div>
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