Hi Swen, You're right, there's no support for variables in the Bulk Action email. I know, I implemented it, and this was not a requirement. :D
If you can't do coding, I think the best solution would be a combination of the two actions Gerald suggested: Create a "Notification (Event Based) which can send out email and can use variables and make it trigger on an update of some field; create a Generic Agent job that selects your tickets and sets the field wich triggers the Notification you created. -- Mike On Fri, May 30, 2014 at 8:27 PM, NetSaint <netsa...@gmail.com> wrote: > Thanks, > > I tried both variables in the subject but they don’t translate correctly > (Screenshot: http://o7.no/1pEMihD) . It seems that OTRS is not evaluating > for a variable in the subject field for bulk actions. :( > > - Swen > > On May 30, 2014, at 1:14 PM, Gerald Young <cryth...@gmail.com> wrote: > > I'd think about a Generic Agent/Notification Event combination. > <OTRS_CUSTOMER_SUBJECT> (?) <OTRS_TICKET_Title> (?) might be options in > either your bulk case or Notification Event > > > On Fri, May 30, 2014 at 1:58 PM, NetSaint <netsa...@gmail.com> wrote: >> >> Hello, >> >> I am working for an ISP. I use a queue within OTRS for the abuse helpdesk >> address. >> >> Recently, I got over 500 tickets over the weekend into my queue, which is >> unusual. Some copyright company decided to notify for each mp3 song a user >> downloaded. So, these 500 tickets belong to just 5 users. My responsibility >> is to forward those notifications to the end use. I upgraded to 3.3.7 >> yesterday and wanted to do the following. Search for tickets so I find all >> tickets belonging to a single user, then use the bulk action to send a >> generic reply back to the copyright company to let them know we got the >> notification and will try to forward the notice. Then use the bulk action >> again to forward the tickets to the end user and close the tickets. All of >> this seems to be working in 3.3.7 My only problem is that in the pop up >> window (below) of the Ticket Bulk Action where I click on Send Email, it is >> asking for a subject. I like the subject to be the original subject with a >> RE: or so in front of it. I tried using RE: <OTRS_TICKET_SUBJECT>, but this >> doesn’t seem to work. If I leave it blank it complains about it being blank. >> I can’t send 100 emails to a customer all with the same subject, I need to >> original subject to stay in place….does anybody knows if this is possible? >> >> Here a screenshot of the subject field -> >> https://dl.dropboxusercontent.com/u/21330287/otrs.png >> >> Thanks, >> - Swen >> --------------------------------------------------------------------- >> 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 > > > --------------------------------------------------------------------- > 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 > > > > --------------------------------------------------------------------- > 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 --------------------------------------------------------------------- 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
