[otrs] Show ticket URL in a response

[Claudio Tassini]

Hi guys,

is there a variable containing the full URL of a ticket? I would need an auto-response in which to insert the full ticket URL so that the customer can simply click in the mail and be redirected to the ticket page (after authentication, obviously). 

Alternatively, could it be possible to append parameters to customer.pl to open a ticket as soon as the user logs in? Something like: https://support.isp.com/otrs/customer.pl?ticketid=1000123 

Many thanks in advance.

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Claudio Tassini

[JEWETT Boyd]

I have configured this for all notifications on my OTRS server you need to put this into the body wherever you would like it to be:

 

Ticket Link:  <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID>

 

This will allow the customer to click on the link and after logging in go straight to the ticket.

 

With regards,

Boyd

[Claudio Tassini]

Thank you for your reply, the URL seem to work but I still have a couple of problems:

First of all, using he format you suggested, I got this text in the resulting mail:

https://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerZoom&TicketID=-

in other words, it seems that the second and the third variables are not extracted correctly. Do they need to be "escaped" somehow?

Second, I've set up an auto response of type "auto reply", but it seems that the <OTRS_TICKET_TicketID> variable is not available because it is always substituted with the character "-" . Other variables are substituted correctly, including <OTRS_TICKET_TicketNumber>. Is that normal?

2010/3/25 JEWETT Boyd <Boyd....@swift.com>

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Claudio Tassini