[otrs] Using dynamic field in notifications when creating ticket

[Alexis HAUSER]

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

[Anthony F McInerney]

Hi Alexis,

You want the followup magic

I think <OTRS_TICKET_DynamicField_Myfield> should map to X-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.

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[Carlos Rodriguez]

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 Rodríguez

[Alexis HAUSER]

Hi,

Actually, I may have done a mistake when doing my first test : using <OTRS_TICKET_DynamicField_MyField_value> works !

Regards

Hi Alexis,

You want the followup magic

I think <OTRS_TICKET_DynamicField_Myfield> should map to X-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.