October 27, 2020

Available OTRS / Znuny variables for automation

OTRS provides a bunch of variables for automation and for generation of notes, e-mails, event notification and messages. Which variables are available are sadly bad documented on Znuny/OTRS page itself. Thus we have collected all (for us) known variables in this article.

Variables for current agent details

This variables can be used there a agent is interacting and thus creating or modifying tickets. The schema of this variables is <OTRS_Agent_*>

  • <OTRS_Agent_UserFirstname>
    replaces the variable with the current agents first/given name
  • <OTRS_Agent_UserLastname>
    replaces the variable with the current agents last name

Variables for current customer details

This variables can be used there a customer is related to the tickets. The schema of this variables is <OTRS_CUSTOMER_*>

  • <OTRS_CUSTOMER_SUBJECT[18]>
  • <OTRS_CUSTOMER_EMAIL[16]>
  • <OTRS_CUSTOMER_From>
  • <OTRS_CUSTOMER_To>
  • <OTRS_CUSTOMER_Cc>
  • <OTRS_CUSTOMER_Subject>
  • <OTRS_CUSTOMER_Body>
  • <OTRS_CUSTOMER_DATA_UserFirstname>
  • <OTRS_CUSTOMER_DATA_UserLastname>
  • <OTRS_CUSTOMER_DATA_UserLogin>
  • <OTRS_CUSTOMER_DATA_UserCustomerID>
  • <OTRS_CUSTOMER_DATA_UserEmail>
  • <OTRS_TICKET_EscalationDestinationDate>

Variables for current owner ticket details

This variables can be used there a ticket is created or modified and there ticket owner details need to be added. The schema of this variables is <OTRS_OWNER_*>

  • <OTRS_OWNER_UserFirstname>
  • <OTRS_OWNER_UserLastname>
  • <OTRS_OWNER_UserSalutation>
  • <OTRS_OWNER_UserLogin>
  • <OTRS_OWNER_UserEmail>
  • <OTRS_OWNER_UserComment>

Variables for current ticket responsible details

This variables can be used there a ticket is created or modified and there ticket responsible details need to be added. The schema of this variables is <OTRS_RESPONSIBLE_*>

  • <OTRS_RESPONSIBLE_UserFirstname>
  • <OTRS_RESPONSIBLE_UserLastname>
  • <OTRS_RESPONSIBLE_UserSalutation>
  • <OTRS_RESPONSIBLE_UserLogin>
  • <OTRS_RESPONSIBLE_UserEmail>
  • <OTRS_RESPONSIBLE_UserComment>

Variables for current user details

This variables can be used there a ticket is created or modified and there ticket responsible details need to be added. The schema of this variables is <OTRS_CURRENT_*>

  • <OTRS_CURRENT_UserFirstname>
  • <OTRS_CURRENT_UserLastname>
  • <OTRS_CURRENT_UserSalutation>
  • <OTRS_CURRENT_UserLogin>
  • <OTRS_CURRENT_UserEmail>
  • <OTRS_CURRENT_UserComment>

Variables for current customer data details

This variables can be used there a ticket is created or modified and there customer data details need to be added. The schema of this variables is <OTRS_CUSTOMER_DATA_*>

  • <OTRS_CUSTOMER_DATA_UserFirstname>
  • <OTRS_CUSTOMER_DATA_UserLastname>
  • <OTRS_CUSTOMER_DATA_UserLogin>
  • <OTRS_CUSTOMER_DATA_UserCustomerID>
  • <OTRS_CUSTOMER_DATA_UserEmail>

Variables for current ticket details

This variables can be used there a ticket is created or modified and there customer data details need to be added. The schema of this variables is <OTRS_TICKET_*>

  • <OTRS_TICKET_TicketNumber>
  • <OTRS_TICKET_TicketID>
  • <OTRS_TICKET_Title>
  • <OTRS_TICKET_Queue>
  • <OTRS_TICKET_QueueID>
  • <OTRS_TICKET_State>
  • <OTRS_TICKET_StateID>
  • <OTRS_TICKET_StateType>
  • <OTRS_TICKET_Priority>
  • <OTRS_TICKET_PriorityID>
  • <OTRS_TICKET_Lock>
  • <OTRS_TICKET_LockID>
  • <OTRS_TICKET_Owner>
  • <OTRS_TICKET_OwnerID
  • <OTRS_TICKET_Service>
  • <OTRS_TICKET_ServiceID>
  • <OTRS_TICKET_SLA>
  • <OTRS_TICKET_SLAID>
  • <OTRS_TICKET_FirstResponseTimeDestinationDate>
    (date till the customer need to get a response)
  • <OTRS_TICKET_FirstResponseTime>
    (time till the customer need to get a response)
  • <OTRS_TICKET_FirstResponseTimeWorkingTime>
    (working time till the customer need to get a response)
  • <OTRS_TICKET_UpdateTimeDestinationDate>
    (date till the customer need to get an update)
  • <OTRS_TICKET_UpdateTime>
    (time till the customer need to get an update)
  • <OTRS_TICKET_UpdateTimeWorkingTime>
    (working time till the customer need to get an update)
  • <OTRS_TICKET_SolutionTimeDestinationDate>
    (date till the ticket need to be closed)
  • <OTRS_TICKET_SolutionTime>
    (time till the ticket need to be closed)
  • <OTRS_TICKET_SolutionTimeWorkingTime>
    (working time till the ticket need to be closed)
  • <OTRS_TICKET_CustomerID>
  • <OTRS_TICKET_CustomerUserID>
  • <OTRS_TICKET_Created>
  • <OTRS_TICKET_Changed>

Dynamic Fields for custom data

Dynamic fields are required sometimes to extend notes, tickets, emails, templates with and without processes

  • <OTRS_TICKET_DYNAMICFIELD_yourdynamicfield>

FreeText Fields in Tickets

FreeText fields are required sometimes to extend notes, tickets, emails and so on

  • <OTRS_TICKET_TicketFreeKey1>
  • <OTRS_TICKET_TicketFreeText1>
  • <OTRS_TICKET_TicketFreeKey2>
  • <OTRS_TICKET_TicketFreeText2>
  • <OTRS_TICKET_TicketFreeKey3>
  • <OTRS_TICKET_TicketFreeText3>
  • <OTRS_TICKET_TicketFreeKey4>
  • <OTRS_TICKET_TicketFreeText4>
  • <OTRS_TICKET_TicketFreeKey5>
  • <OTRS_TICKET_TicketFreeText5>
  • <OTRS_TICKET_TicketFreeKey6>
  • <OTRS_TICKET_TicketFreeText6>
  • <OTRS_TICKET_TicketFreeKey7>
  • <OTRS_TICKET_TicketFreeText7>
  • <OTRS_TICKET_TicketFreeKey8>
  • <OTRS_TICKET_TicketFreeText8>
  • <OTRS_TICKET_TicketFreeTime1>
  • <OTRS_TICKET_TicketFreeTime2>

Variables for current config details

This variables can be used there a custom config is related to the tickets. This variable has the following schema <OTRS_CONFIG_*>

  • <OTRS_CONFIG_HttpType>
  • <OTRS_CONFIG_FQDN>
  • <OTRS_CONFIG_ScriptAlias>
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