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I am a new OTRS user -- it's working great so
far...
One thing I can't seem to find, and would like to
suggest --
When using a pre-canned response to resond to a
customer, I would like to be able to say:
Hi {FIRST_NAME},
rather than:
Hi {FROM},
(I am not using the correct format, but it's more
of the concept) --
I was wondering if either A) this exists, or B)
someone could add it -- it would seem pretty easy to do.
Here are some examples that this variable would
return:
(i am using { and } below instead of < and >
-- outlook is converting the <> to email addresses... )
Joe Smith {j[EMAIL PROTECTED]} ->
Joe
Smith [EMAIL PROTECTED]} -> Smith
[EMAIL PROTECTED]} -> [empty] Mr. Joe Smith [EMAIL PROTECTED]} ->
Joe (if the first part has a dot in it, skip it and go to the second
part)
We like to have our customers feel like we are addressing them directly and
this would go a long way to doing that....
Hope this makes sense?
-John
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