Placeholder Tags

Placeholder Tags#

Ticket Attributes#

Ticket attributes are used with the placeholder <OTRS_TICKET_*>. Replace “*” with the term of the desired attribute from the list below.

Age

Age of ticket in seconds

Changed

The timestamp of the last ticket changed

ChangedBy

The ID of the agent who changed the ticket the last

CreateBy

The ID of the agent who created the ticket

Created

Timestamp when the ticket was created

CustomerID

The ID of the customer/customer company

CustomerUserID

The ID of the customer user

Lock

Value of the ticket lock

Owner

Login of the ticket’s owner

OwnerID

The ID of the owner

Priority

Priority name

Queue

Name of the current queue

Responsible

Name of the responsible

Service

Name of the service

SLA

Name of the Service Level Agreement

State

Name of the state

StateType

Name of the state type

TicketID

Ticket ID

TicketNumber

Ticket number

Title

Title

Type

Ticket type

Note

For the most attributes it is also possible to access their ID like TicketID, StateID, PriorityID, LockID, QueueID, TypeID, SLAID, etc.

Dynamic Fields#

<OTRS_TICKET_DynamicField_*>

Returns the value of a field, for fields with key/value pairs like dropdown, the key is returned.

<OTRS_TICKET_DynamicField_*_Value>

Returns the value for fields with key/value pairs, e.g. for dropdown fields.

Escalations#

Escalation details are used like ticket attributes with the placeholder <OTRS_TICKET_*> Attributes with the term WorkingTime are calculated with considering the assigned calendar.

EscalationDestinationIn

Time until the ticket escalates

Note

Example: 1h 4m

EscalationDestinationDate

Timestamp when the ticket escalates

Note

Example: 2009-02-14 18:00:00 (PST)

EscalationTimeWorkingTime

Working time in seconds until the escalation

EscalationTime

Seconds until the escalation of the next escalation type – first response, update, or solution time

FirstResponseTimeDestinationDate

Date of the first response

Note

Example: 2019-04-12 14:25 (CEST)

FirstResponseTimeWorkingTime

Working time in seconds until the first response escalation

FirstResponseTime

Seconds until the first response

UpdateTimeDestinationDate

Date of the update escalation

Note

Example: 2017-12-23 09:42 (Europe/Berlin)

UpdateTimeWorkingTime

Working time in seconds until the update escalation

UpdateTime

Seconds until the update escalations

SolutionTimeDestinationDate

Date of the solution escalation

Note

Example: 2018-07-12 22:00 (UTC)

SolutionTimeWorkingTime

Working time in seconds until the solution escalation

SolutionTime

Seconds until the solution escalation

Article Attributes#

These placeholders are available for the last article of an agent or customer user. Replace the “*” with AGENT or CUSTOMER.

<OTRS_*_From>

The sender of the article

<OTRS_*_To>

Recipient(s) of the article

<OTRS_*_Cc>

Recipients (CC) of the article

<OTRS_*_Subject>

Subject

<OTRS_*_Subject[20]

Subject, limited to a specific number of character

<OTRS_*_Body>

Body of the article

<OTRS_*_Body[5]

Specific amount of lines of the article’s body

Note

Remove the [n] to get all lines or characters of the body or subject.

<OTRS_CUSTOMER_REALNAME>

To get the name of the ticket’s customer user (if given).

User (Agent)#

This placeholder may vary for every single instance. Replace the “*” with one of these values: UserFirstname, UserLastname, UserEmail, UserLogin, UserID, UserFullname. More attributes are possible and can be found in the session data from agents.

<OTRS_OWNER_*>

Values of the owner <OTRS_OWNER_UserFullname>

<OTRS_CURRENT_*>

Value of the agent who performed the current action <OTRS_CURRENT_UserLogin>

<OTRS_RESPONSIBLE_*>

Value of the responsible <OTRS_RESPONSIBLE_UserFirstname>

Customer User and Customer#

These placeholders may also differ for every instance. Possible values for * in the placeholder <OTRS_CUSTOMER_DATA_*> can be found in the first column of the CustomerUser and CustomerCompany mapping. If needed contact the support for help. The table shows only some examples:

<OTRS_CUSTOMER_DATA_UserLastname>

The last name of the customer user

<OTRS_CUSTOMER_DATA_UserPhone>

Phone number

<OTRS_CUSTOMER_DATA_DynamicField_Extra>

Example for a dynamic field with the identifier Extra

<OTRS_CUSTOMER_DATA_CustomerCompanyName>

Company name

Automatic Responses#

There are some special tags which you can use especially for automatic responses. These you parse the e-mail and give you some additional tags for use.

<OTRS_CUSTOMER_SUBJECT[20]>

To get the first 20 character of the subject.

<OTRS_CUSTOMER_EMAIL[5]>

To get the first 5 lines of the email.

<OTRS_CUSTOMER_REALNAME>

To get the name of the ticket’s customer user (if given).

<OTRS_CUSTOMER_*>

To get the article attribute ( e. g. <OTRS_CUSTOMER_From>, <OTRS_CUSTOMER_To>, <OTRS_CUSTOMER_Cc>, <OTRS_CUSTOMER_Subject>, <OTRS_CUSTOMER_BODY>).

System Configuration#

It doesn’t make sense to use all possible configuration settings in templates, but they can also be used. These are the most useful.

<OTRS_CONFIG_FQDN>

FQDN of your instance

Note

Example: test.example.com

<OTRS_CONFIG_HttpType>

Type of HTTP connection

Note

Example: https

<OTRS_CONFIG_TicketHook>

The ticket hook.

Appointment Calendar#

These placeholders are available for calendar notification.

<OTRS_APPOINTMENT_TITLE>

Title of the appointment, limitation with [xx] is possible

<OTRS_APPOINTMENT_STARTTIME>

Start of the appointment

<OTRS_APPOINTMENT_DESCRIPTION>

Appointment description

<OTRS_APPOINTMENT_CALENDARNAME>

Calendar name

<OTRS_APPOINTMENT_COLOR>

HTML color code of the calendar

Important

When using templates of the type Create, not every attribute can be used. The reason is that there is still no ticket created. Instead of e.g. <OTRS_OWNER_FullName> use <OTRS_CURRENT_Fullname>. Placeholders from the System Configuration are always available.

Placeholder Translation#

If the user language is known, and there is a translation available for the string, then the values are translated.

Dates and Time#

If the time zone of the recipient is known, then dates and date/times are converted into the correct time zone.