Hello, When building Notifications using "<OTRS_*" tags, results for the same tag differs depending on the event generating the Notification, or else they just return empty. This has made it difficult to figure out which tag to use.
For example, the following tags all come up blank in a NewTicket Notification: <OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname> <OTRS_CUSTOMER_DATA_UserLogin> <OTRS_CUSTOMER_DATA_UserCustomerID> <OTRS_CUSTOMER_DATA_UserEmail> while <OTRS_CUSTOMER_REALNAME> evaluates to the "realname" of the Post Master address, e.g.: "OTRS Help Desk". The very same <CUSTOMER_DATA_* tags return perfect data when the notification type is AddNote (the customer's first name, last name, etc. appear as expected). One would think that tags with names such as "CUSTOMER_DATA_*" that we would be referring to the Customer's information in the database, and the same tags should work consistently regardless of the type of event generating the Notification. Besides the following links, has anyone found more accurate or complete documentation on how to use this high level API with OTRS-2.4.x? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=186 Many thanks in advance. Steve --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
