Hi all,
I've found it helpful to add support for inserting the ticket ID within the
context of responses and added the following snippet to
Kernel/Modules/AgentCompose.pm:
Immediately after the following line:
$Data{StdResponse} = $Self->{QueueObject}->GetStdResponse(ID =>
$Self->{ResponseID});
I added the following:
# replace <OTRS_TICKET_ID> with ticket id and <OTRS_TICKET_HOOK> with
ticket hook
$Data{StdResponse} =~ s/<OTRS_TICKET_ID>/$Ticket{TicketNumber}/g;
$Data{StdResponse} =~ s/<OTRS_TICKET_HOOK>/$TicketHook/g;
This allows me to insert the following in responses:
"Please refer to <OTRS_TICKET_HOOK>: <OTRS_TICKET_ID> if you contact us via
telephone for faster response."
I think it might make a useful addition for others.
Best wishes,
Paul
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