OTRS Tags

This tutorial gives an overview about OTRS tags that can be used in the screens.

Note

Feature add-ons can extend the list of OTRS tags. This tutorial explains only those OTRS tags that are shipped with the framework.

OTRS Tag Name Space

OTRS tags are grouped into name spaces. For a quick overview, the following name spaces exist:

<OTRS_AGENT_*>
<OTRS_APPOINTMENT_*>
<OTRS_CALENDAR_*>
<OTRS_COMMENT>
<OTRS_CONFIG_*>
<OTRS_CURRENT_*>
<OTRS_CUSTOMER_*>
<OTRS_EMAIL_*>
<OTRS_FAQ_*>
<OTRS_MERGE_TO_TICKET>
<OTRS_NEWPW>
<OTRS_NOTIFICATION_RECIPIENT_*>
<OTRS_OWNER_*>
<OTRS_QUEUE>
<OTRS_REDIRECT_TO>
<OTRS_RESPONSIBLE_*>
<OTRS_TICKET_*>
<OTRS_TOKEN>

The * in the end of the tags indicates that some fields can be put there.

OTRS Tag Reference

The following reference lists all possible OTRS tags.

<OTRS_AGENT_Body>
Body text of the latest agent article.
<OTRS_AGENT_Body[n]>
First n lines of the latest agent article.
<OTRS_AGENT_BODY_RichText>
The Rich Text body of the latest agent article.
<OTRS_AGENT_BODY_RichText[n]>
First n lines of the Rich Text body of the latest agent article.
<OTRS_AGENT_Cc>
Carbon copy address of the latest agent article.
<OTRS_AGENT_ChangeTime>
Alias of <OTRS_CURRENT_ChangeTime>.
<OTRS_AGENT_CreateTime>
Alias of <OTRS_CURRENT_CreateTime>.
<OTRS_AGENT_Email>
Alias of <OTRS_AGENT_Body>.
<OTRS_AGENT_Email[n]>
Alias of <OTRS_AGENT_Body[n]>.
<OTRS_AGENT_Note>
Alias of <OTRS_AGENT_Body>.
<OTRS_AGENT_Note[n]>
Alias of <OTRS_AGENT_Body[n]>.
<OTRS_AGENT_From>
Sender address of the latest agent article.
<OTRS_AGENT_Subject>
Subject of the latest agent article.
<OTRS_AGENT_Subject[n]>
First n characters of the subject of the latest agent article.
<OTRS_AGENT_To>
Recipient address of the latest agent article.
<OTRS_AGENT_UserEmail>
Alias of <OTRS_CURRENT_UserEmail>.
<OTRS_AGENT_UserFirstname>
Alias of <OTRS_CURRENT_UserFirstname>.
<OTRS_AGENT_UserFullname>
Alias of <OTRS_CURRENT_UserFullname>.
<OTRS_AGENT_UserID>
Alias of <OTRS_CURRENT_UserID>.
<OTRS_AGENT_UserLastname>
Alias of <OTRS_CURRENT_UserLastname>.
<OTRS_AGENT_UserLogin>
Alias of <OTRS_CURRENT_UserLogin>.
<OTRS_AGENT_UserPw>
Alias of <OTRS_CURRENT_UserPw>.
<OTRS_AGENT_ValidID>
Alias of <OTRS_CURRENT_ValidID>.
<OTRS_APPOINTMENT_ALLDAY>
Returns Yes if the appointment is an all day appointment, otherwise returns No.
<OTRS_APPOINTMENT_APPOINTMENTID>
ID of the appointment.
<OTRS_APPOINTMENT_CALENDARID>
Calendar ID of the appointment.
<OTRS_APPOINTMENT_CHANGEBY>
Full name of the agent who changed the appointment.
<OTRS_APPOINTMENT_CHANGETIME>
Date and time when the appointment was changed.
<OTRS_APPOINTMENT_CREATEBY>
Full name of the agent who created the appointment.
<OTRS_APPOINTMENT_CREATETIME>
Date and time when the appointment was created.
<OTRS_APPOINTMENT_DESCRIPTION>
Description of the appointment.
<OTRS_APPOINTMENT_ENDTIME>
End time of the appointment.
<OTRS_APPOINTMENT_LOCATION>
Location of the appointment.
<OTRS_APPOINTMENT_NOTIFICATIONCUSTOMUNIT>
Notification custom unit of the appointment.
<OTRS_APPOINTMENT_NOTIFICATIONCUSTOMUNITCOUNT>
Notification custom unit count of the appointment.
<OTRS_APPOINTMENT_NOTIFICATIONCUSTOMUNITPOINTOFTIME>
Notification custom unit point of time of the appointment.
<OTRS_APPOINTMENT_NOTIFICATIONTEMPLATE>
Notification template of the appointment.
<OTRS_APPOINTMENT_NOTIFICATIONTIME>
Notification time of the appointment.
<OTRS_APPOINTMENT_RECURRENCECOUNT>
Recurrence count of the appointment.
<OTRS_APPOINTMENT_RECURRENCEEXCLUDE>
Recurrence exclude of the appointment.
<OTRS_APPOINTMENT_RECURRENCEFREQUENCY>
Recurrence frequency of the appointment.
<OTRS_APPOINTMENT_RECURRENCEID>
Recurrence ID of the appointment.
<OTRS_APPOINTMENT_RECURRENCEINTERVAL>
Recurrence interval of the appointment.
<OTRS_APPOINTMENT_RECURRENCETYPE>
Recurrence type of the appointment.
<OTRS_APPOINTMENT_RECURRENCEUNTIL>
Recurrence until time of the appointment.
<OTRS_APPOINTMENT_RECURRING>
Returns Yes if the appointment is recurring, otherwise returns No.
<OTRS_APPOINTMENT_RESOURCEID>
Resource ID of the appointment.
<OTRS_APPOINTMENT_STARTTIME>
Start time of the appointment.
<OTRS_APPOINTMENT_TEAMID>
Team ID of the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_ChangeBy>
ID of the agent who changed the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_Changed>
Alias of <OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_ChangeTime>.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_ChangeTime>.
Date and time when the customer user of the ticket linked to the appointment was changed.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_CreateBy>
ID of the agent who created the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_Created>
Alias of <OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_CreateTime>.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_CreateTime>
Date and time when the customer user of the ticket linked to the appointment was created.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_CustomerCompanyCity>
City of the company of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_CustomerCompanyComment>
Comment of the company of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_CustomerCompanyCountry>
Country of the company of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_CustomerCompanyName>
Name of the company of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_CustomerCompanyStreet>
Street of the company of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_CustomerCompanyURL>
URL of the company of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_CustomerCompanyZIP>
ZIP code of the company of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserCity>
City of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserComment>
Comment of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserCountry>
Country of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserCustomerID>
Customer ID of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserEmail>
Email of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserFax>
Fax of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserFirstname>
First name of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserLastname>
Last name of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserLogin>
Login name of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserMobile>
Cell phone number of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserPassword>
Password of the customer user of the ticket linked to the appointment. Masked and replaced by xxx.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserPhone>
Phone number of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserStreet>
Street of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserTitle>
Title of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_UserZip>
ZIP code of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKET_CUSTOMER_DATA_ValidID>
Validity ID of the customer user of the ticket linked to the appointment.
<OTRS_APPOINTMENT_TICKETAPPOINTMENTRULEID>
Ticket appointment rule ID of the appointment.
<OTRS_APPOINTMENT_TITLE>
Title of the appointment.
<OTRS_APPOINTMENT_TITLE[n]>
First n characters from the title of the appointment.
<OTRS_APPOINTMENT_UNIQUEID>
Unique ID of the appointment.
<OTRS_CALENDAR_CalendarID>
ID of the calendar of the appointment.
<OTRS_CALENDAR_CalendarName>
Name of the calendar of the appointment.
<OTRS_CALENDAR_ChangeBy>
ID of the agent who changed the calendar of the appointment.
<OTRS_CALENDAR_ChangeTime>
Date and time when the calendar of the appointment was changed.
<OTRS_CALENDAR_Color>
Color of the calendar of the appointment in RGB format.
<OTRS_CALENDAR_CreateBy>
ID of the agent who created the calendar of the appointment.
<OTRS_CALENDAR_CreateTime>
Date and time when the calendar of the appointment was created.
<OTRS_CALENDAR_GroupID>
Group ID of the calendar of the appointment.
<OTRS_CALENDAR_TicketAppointments>
Returns an array of the ticket appointments.
<OTRS_CALENDAR_ValidID>
Validation ID of the calendar of the appointment.
<OTRS_COMMENT>
Alias of <OTRS_CUSTOMER_Body>.
<OTRS_COMMENT[n]>
Alias of <OTRS_CUSTOMER_Body[n]>.
<OTRS_CONFIG_AuthModule::Radius::Password>
Masked and replaced by xxx.
<OTRS_CONFIG_Customer::AuthModule::DB::CustomerPassword>
Masked and replaced by xxx.
<OTRS_CONFIG_Customer::AuthModule::Radius::Password>
Masked and replaced by xxx.
<OTRS_CONFIG_DatabasePw>
Masked and replaced by xxx.
<OTRS_CONFIG_PGP::Key::Password>
Masked and replaced by xxx.
<OTRS_CONFIG_PublicFrontend::AuthPassword>
Masked and replaced by xxx.
<OTRS_CONFIG_SearchUserPw>
Masked and replaced by xxx.
<OTRS_CONFIG_SendmailModule::AuthPassword>
Masked and replaced by xxx.
<OTRS_CONFIG_UserPw>
Masked and replaced by xxx.
<OTRS_CONFIG_X>
Any system configuration value or empty string if the configuration not present. X is the name of the system configuration setting.
<OTRS_CURRENT_ChangeTime>
Change time of the current agent.
<OTRS_CURRENT_CreateTime>
Creation time of the current agent.
<OTRS_CURRENT_UserEmail>
Email of the current agent.
<OTRS_CURRENT_UserFirstname>
First name of the current agent.
<OTRS_CURRENT_UserFullname>
Full name of the current agent.
<OTRS_CURRENT_UserID>
User ID of the current agent.
<OTRS_CURRENT_UserLastname>
Last name of the current agent.
<OTRS_CURRENT_UserLogin>
Login name of the current agent.
<OTRS_CURRENT_UserPw>
Password of the current agent. Masked and replaced by xxx.
<OTRS_CURRENT_ValidID>
Validation ID of the current agent.
<OTRS_CUSTOMER_Body>
Body text of the latest customer user article.
<OTRS_CUSTOMER_Body[n]>
First n lines of the latest customer user article.
<OTRS_CUSTOMER_BODY_RichText>
The Rich Text body of the latest customer user article.
<OTRS_CUSTOMER_BODY_RichText[n]>
First n lines of the Rich Text body of the latest customer user article.
<OTRS_CUSTOMER_Cc>
Carbon copy address of the latest customer user article.
<OTRS_CUSTOMER_DATA_UserTitle>
Title of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserFirstname>
First name of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserLastname>
Last name of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserLogin>
Login name of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserPassword>
Password of the customer user of the ticket. Masked and replaced by xxx.
<OTRS_CUSTOMER_DATA_UserEmail>
Email of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserCustomerID>
Customer ID of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserPhone>
Phone number of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserFax>
Fax number of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserMobile>
Cell phone number of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserStreet>
Street of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserZip>
ZIP code of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserCity>
City of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserCountry>
Country of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_UserComment>
Comment of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_CustomerCompanyName>
Name of the company of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_CustomerCompanyStreet>
Street of the company of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_CustomerCompanyZIP>
ZIP code of the company of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_CustomerCompanyCity>
City of the company of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_CustomerCompanyCountry>
Country of the company of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_CustomerCompanyURL>
URL of the company of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_CustomerCompanyComment>
Comment of the company of the customer user of the ticket.
<OTRS_CUSTOMER_DATA_CreateTime>
Date and time when the customer user was created.
<OTRS_CUSTOMER_DATA_CreateBy>
ID of the agent who created the customer user.
<OTRS_CUSTOMER_DATA_ChangeTime>
Date and time when the customer user was changed.
<OTRS_CUSTOMER_DATA_ChangeBy>
ID of the agent who changed the customer user.
<OTRS_CUSTOMER_DATA_ValidID>
Validation ID of the customer user.
<OTRS_CUSTOMER_UserTitle>
Alias of <OTRS_CUSTOMER_DATA_UserTitle>.
<OTRS_CUSTOMER_UserFirstname>
Alias of <OTRS_CUSTOMER_DATA_UserFirstname>.
<OTRS_CUSTOMER_UserLastname>
Alias of <OTRS_CUSTOMER_DATA_UserLastname>.
<OTRS_CUSTOMER_UserLogin>
Alias of <OTRS_CUSTOMER_DATA_UserLogin>.
<OTRS_CUSTOMER_UserPassword>
Alias of <OTRS_CUSTOMER_DATA_UserPassword>.
<OTRS_CUSTOMER_UserEmail>
Alias of <OTRS_CUSTOMER_DATA_UserEmail>.
<OTRS_CUSTOMER_UserCustomerID>
Alias of <OTRS_CUSTOMER_DATA_UserCustomerID>.
<OTRS_CUSTOMER_UserPhone>
Alias of <OTRS_CUSTOMER_DATA_UserPhone>.
<OTRS_CUSTOMER_UserFax>
Alias of <OTRS_CUSTOMER_DATA_UserFax>.
<OTRS_CUSTOMER_UserMobile>
Alias of <OTRS_CUSTOMER_DATA_UserMobile>.
<OTRS_CUSTOMER_UserStreet>
Alias of <OTRS_CUSTOMER_DATA_UserStreet>.
<OTRS_CUSTOMER_UserZip>
Alias of <OTRS_CUSTOMER_DATA_UserZip>.
<OTRS_CUSTOMER_UserCity>
Alias of <OTRS_CUSTOMER_DATA_UserCity>.
<OTRS_CUSTOMER_UserCountry>
Alias of <OTRS_CUSTOMER_DATA_UserCountry>.
<OTRS_CUSTOMER_UserComment>
Alias of <OTRS_CUSTOMER_DATA_UserComment>.
<OTRS_CUSTOMER_CustomerCompanyName>
Alias of <OTRS_CUSTOMER_DATA_CustomerCompanyName>.
<OTRS_CUSTOMER_CustomerCompanyStreet>
Alias of <OTRS_CUSTOMER_DATA_CustomerCompanyStreet>.
<OTRS_CUSTOMER_CustomerCompanyZIP>
Alias of <OTRS_CUSTOMER_DATA_CustomerCompanyZIP>.
<OTRS_CUSTOMER_CustomerCompanyCity>
Alias of <OTRS_CUSTOMER_DATA_CustomerCompanyCity>.
<OTRS_CUSTOMER_CustomerCompanyCountry>
Alias of <OTRS_CUSTOMER_DATA_CustomerCompanyCountry>.
<OTRS_CUSTOMER_CustomerCompanyURL>
Alias of <OTRS_CUSTOMER_DATA_CustomerCompanyURL>.
<OTRS_CUSTOMER_CustomerCompanyComment>
Alias of <OTRS_CUSTOMER_DATA_CustomerCompanyComment>.
<OTRS_CUSTOMER_CreateTime>
Alias of <OTRS_CUSTOMER_DATA_CreateTime>.
<OTRS_CUSTOMER_CreateBy>
Alias of <OTRS_CUSTOMER_DATA_CreateBy>.
<OTRS_CUSTOMER_ChangeTime>
Alias of <OTRS_CUSTOMER_DATA_ChangeTime>.
<OTRS_CUSTOMER_ChangeBy>
Alias of <OTRS_CUSTOMER_DATA_ChangeBy>.
<OTRS_CUSTOMER_ValidID>
Alias of <OTRS_CUSTOMER_DATA_ValidID>.
<OTRS_CUSTOMER_Email>
Alias of <OTRS_CUSTOMER_Body>.
<OTRS_CUSTOMER_Email[n]>
Alias of <OTRS_CUSTOMER_Body[n]>.
<OTRS_CUSTOMER_Note>
Alias of <OTRS_CUSTOMER_Body>.
<OTRS_CUSTOMER_Note[n]>
Alias of <OTRS_CUSTOMER_Body[n]>.
<OTRS_CUSTOMER_From>
Sender address of the latest customer user article.
<OTRS_CUSTOMER_REALNAME>
Real name of the customer user of the ticket.
<OTRS_CUSTOMER_Subject>
Subject of the latest customer user article.
<OTRS_CUSTOMER_Subject[n]>
First n lines of the subject of the latest customer user article.
<OTRS_CUSTOMER_To>
Recipient address of the latest customer user article.
<OTRS_EMAIL_Date>
Full date and time of the email message based on UTC.
<OTRS_EMAIL_Date[TIMEZONE]>
Full date and time of the email message based on the given TIMEZONE (e.g. Europe/Berlin).
<OTRS_FAQ_Author>
Author name of the knowledge base article.
<OTRS_FAQ_Category>
Category name of the knowledge base article.
<OTRS_FAQ_CategoryID>
Category ID of the knowledge base article.
<OTRS_FAQ_ItemID>
Item ID of the knowledge base article.
<OTRS_FAQ_Language>
Language of the knowledge base article.
<OTRS_FAQ_Number>
Knowledge base article number of the knowledge base article.
<OTRS_FAQ_State>
State (visibility) of the knowledge base article.
<OTRS_FAQ_Title>
Title of the knowledge base article.
<OTRS_MERGE_TO_TICKET>
Ticket number of the new ticket where the original ticket is merged.
<OTRS_NOTIFICATION_RECIPIENT_UserFirstname>
First name of the recipient user of the appointment.
<OTRS_NOTIFICATION_RECIPIENT_UserFullname>
Full name of the recipient user of the appointment.
<OTRS_NOTIFICATION_RECIPIENT_UserLastname>
Last name of the recipient user of the appointment.
<OTRS_NOTIFICATION_RECIPIENT_UserLogin>
Login name of the recipient user of the appointment.
<OTRS_NOTIFICATION_RECIPIENT_UserPassword>
Password of the recipient user of the appointment. Masked and replaced by xxx.
<OTRS_OWNER_ChangeTime>
Alias of <OTRS_TICKET_OWNER_ChangeTime>.
<OTRS_OWNER_CreateTime>
Alias of <OTRS_TICKET_OWNER_CreateTime>.
<OTRS_OWNER_UserEmail>
Alias of <OTRS_TICKET_OWNER_UserEmail>.
<OTRS_OWNER_UserFirstname>
Alias of <OTRS_TICKET_OWNER_UserFirstname>.
<OTRS_OWNER_UserFullname>
Alias of <OTRS_TICKET_OWNER_UserFullname>.
<OTRS_OWNER_UserID>
Alias of <OTRS_TICKET_OWNER_UserID>.
<OTRS_OWNER_UserLastname>
Alias of <OTRS_TICKET_OWNER_UserLastname>.
<OTRS_OWNER_UserLogin>
Alias of <OTRS_TICKET_OWNER_UserLogin>.
<OTRS_OWNER_UserPw>
Alias of <OTRS_TICKET_OWNER_UserPw>.
<OTRS_OWNER_ValidID>
Alias of <OTRS_TICKET_OWNER_ValidID>.
<OTRS_QUEUE>
Alias of <OTRS_TICKET_Queue>.
<OTRS_REDIRECT_TO>
Email address where the ticket is redirected to.
<OTRS_RESPONSIBLE_ChangeTime>
Alias of <OTRS_TICKET_RESPONSIBLE_ChangeTime>.
<OTRS_RESPONSIBLE_CreateTime>
Alias of <OTRS_TICKET_RESPONSIBLE_CreateTime>.
<OTRS_RESPONSIBLE_UserEmail>
Alias of <OTRS_TICKET_RESPONSIBLE_UserEmail>.
<OTRS_RESPONSIBLE_UserFirstname>
Alias of <OTRS_TICKET_RESPONSIBLE_UserFirstname>.
<OTRS_RESPONSIBLE_UserFullname>
Alias of <OTRS_TICKET_RESPONSIBLE_UserFullname>.
<OTRS_RESPONSIBLE_UserID>
Alias of <OTRS_TICKET_RESPONSIBLE_UserID>.
<OTRS_RESPONSIBLE_UserLastname>
Alias of <OTRS_TICKET_RESPONSIBLE_UserLastname>.
<OTRS_RESPONSIBLE_UserLogin>
Alias of <OTRS_TICKET_RESPONSIBLE_UserLogin>.
<OTRS_RESPONSIBLE_UserPw>
Alias of <OTRS_TICKET_RESPONSIBLE_UserPw>.
<OTRS_RESPONSIBLE_ValidID>
Alias of <OTRS_TICKET_RESPONSIBLE_ValidID>.
<OTRS_TICKET_AccountedTime>
Total time accounted in a ticket.
<OTRS_TICKET_Age>
Age of the ticket in absolute seconds.
<OTRS_TICKET_ArchiveFlag>
Archive status of the ticket. Returns y or n.
<OTRS_TICKET_ChangeBy>
ID of the agent who changed the ticket.
<OTRS_TICKET_Changed>
Date and time when the ticket was changed.
<OTRS_TICKET_CreateBy>
ID of the agent who created the ticket.
<OTRS_TICKET_Created>
Date and time when the ticket was created.
<OTRS_TICKET_CustomerID>
Customer ID of the ticket.
<OTRS_TICKET_CustomerUserID>
Customer user ID of the ticket.
<OTRS_TICKET_DynamicField_X>
Stored value of the dynamic field where X is the internal name of the dynamic field.
<OTRS_TICKET_DynamicField_X_Value>
Displayed value of the dynamic field where X is the internal name of the dynamic field.
<OTRS_TICKET_EscalationDestinationDate>
Date of escalation in date and time, e. g. 2021-08-02 18:00:00.
<OTRS_TICKET_EscalationDestinationIn>
Escalation in human readable format, e. g. 1h 4m.
<OTRS_TICKET_EscalationDestinationTime>
Date of escalation in UNIX time, e. g. 1627904516.
<OTRS_TICKET_EscalationResponseTime>
Response time of escalation in UNIX time, e. g. 1627904516.
<OTRS_TICKET_EscalationSolutionTime>
Solution time of escalation in UNIX time, e. g. 1627904516.
<OTRS_TICKET_EscalationTime>
Seconds total till escalation, e. g. 3600.
<OTRS_TICKET_EscalationTimeWorkingTime>
Seconds of working/service time till escalation, e. g. 1800.
<OTRS_TICKET_EscalationUpdateTime>
Update time of escalation in UNIX time, e. g. 1627904516.
<OTRS_TICKET_FirstResponseTime>
Seconds total till first response, e. g. 3600.
<OTRS_TICKET_FirstResponseTimeDestinationDate>
Date of first response time in date and time, e. g. 2021-08-02 18:00:00.
<OTRS_TICKET_FirstResponseTimeDestinationTime>
Date of first response time in UNIX time, e. g. 1627904516.
<OTRS_TICKET_FirstResponseTimeEscalation>
If true, ticket is escalated.
<OTRS_TICKET_FirstResponseTimeNotification>
If true, notify - x% of escalation has reached.
<OTRS_TICKET_FirstResponseTimeWorkingTime>
Seconds of working/service time till first response, e. g. 1800.
<OTRS_TICKET_GroupID>
Group ID of the queue of the ticket.
<OTRS_TICKET_ID>
ID of the ticket.
<OTRS_TICKET_Lock>
Lock status of the ticket.
<OTRS_TICKET_LockID>
Lock ID of the ticket.
<OTRS_TICKET_Number>
Number of the ticket.
<OTRS_TICKET_Owner>
Alias of <OTRS_TICKET_OWNER_UserLogin>.
<OTRS_TICKET_OWNER_ChangeTime>
Change time of the owner agent of the ticket.
<OTRS_TICKET_OWNER_CreateTime>
Creation time of the owner agent of the ticket.
<OTRS_TICKET_OWNER_UserEmail>
Email of the owner agent of the ticket.
<OTRS_TICKET_OWNER_UserFirstname>
First name of the owner agent of the ticket.
<OTRS_TICKET_OWNER_UserFullname>
Full name of the owner agent of the ticket.
<OTRS_TICKET_OWNER_UserID>
User ID of the owner agent of the ticket.
<OTRS_TICKET_OWNER_UserLastname>
Last name of the owner agent of the ticket.
<OTRS_TICKET_OWNER_UserLogin>
Login name of the owner agent of the ticket.
<OTRS_TICKET_OWNER_UserPw>
Password of the owner agent of the ticket. Masked and replaced by xxx.
<OTRS_TICKET_OWNER_ValidID>
Validation ID of the owner agent of the ticket.
<OTRS_TICKET_OwnerID>
ID of the owner agent of the ticket.
<OTRS_TICKET_Priority>
Priority of the ticket.
<OTRS_TICKET_PriorityID>
Priority ID of the ticket.
<OTRS_TICKET_Queue>
Queue of the ticket.
<OTRS_TICKET_QueueID>
Queue ID of the ticket.
<OTRS_TICKET_RealTillTimeNotUsed>
UNIX timestamp of pending time.
<OTRS_TICKET_Responsible>
Alias of <OTRS_TICKET_RESPONSIBLE_UserLogin>.
<OTRS_TICKET_RESPONSIBLE_ChangeTime>
Change time of the responsible agent of the ticket.
<OTRS_TICKET_RESPONSIBLE_CreateTime>
Creation time of the responsible agent of the ticket.
<OTRS_TICKET_RESPONSIBLE_UserEmail>
Email of the responsible agent of the ticket.
<OTRS_TICKET_RESPONSIBLE_UserFirstname>
First name of the responsible agent of the ticket.
<OTRS_TICKET_RESPONSIBLE_UserFullname>
Full name of the responsible agent of the ticket.
<OTRS_TICKET_RESPONSIBLE_UserID>
User ID of the responsible agent of the ticket.
<OTRS_TICKET_RESPONSIBLE_UserLastname>
Last name of the responsible agent of the ticket.
<OTRS_TICKET_RESPONSIBLE_UserLogin>
Login name of the responsible agent of the ticket.
<OTRS_TICKET_RESPONSIBLE_UserPw>
Password of the responsible agent of the ticket. Masked and replaced by xxx.
<OTRS_TICKET_RESPONSIBLE_ValidID>
Validation ID of the responsible agent of the ticket.
<OTRS_TICKET_ResponsibleID>
ID of the responsible agent of the ticket.
<OTRS_TICKET_Service>
Service of the ticket.
<OTRS_TICKET_ServiceID>
Service ID of the ticket.
<OTRS_TICKET_SLA>
Service level agreement of the ticket.
<OTRS_TICKET_SLAID>
Service level agreement ID of the ticket.
<OTRS_TICKET_SolutionTime>
Seconds total till solution, e. g. 3600.
<OTRS_TICKET_SolutionTimeDestinationDate>
Date of solution time in date and time, e. g. 2021-08-02 18:00:00.
<OTRS_TICKET_SolutionTimeDestinationTime>
Date of solution time in UNIX time, e. g. 1627904516.
<OTRS_TICKET_SolutionTimeEscalation>
If true, ticket is escalated.
<OTRS_TICKET_SolutionTimeNotification>
If true, notify - x% of escalation has reached.
<OTRS_TICKET_SolutionTimeWorkingTime>
Seconds of working/service time till solution, e. g. 1800.
<OTRS_TICKET_State>
State of the ticket.
<OTRS_TICKET_StateID>
State ID of the ticket.
<OTRS_TICKET_StateType>
State type of the ticket.
<OTRS_TICKET_TicketID>
Ticket ID of the ticket.
<OTRS_TICKET_TicketNumber>
Ticket number of the ticket.
<OTRS_TICKET_TimeUnit>
Alias of <OTRS_TICKET_AccountedTime>.
<OTRS_TICKET_Title>
Title of the ticket.
<OTRS_TICKET_Type>
Type of the ticket.
<OTRS_TICKET_TypeID>
Type ID of the ticket.
<OTRS_TICKET_UnlockTimeout>
Unlock timeout of the ticket.
<OTRS_TICKET_UntilTime>
Pending time in seconds.
<OTRS_TICKET_UpdateTime>
Seconds total till update, e. g. 3600.
<OTRS_TICKET_UpdateTimeDestinationDate>
Date of update time in date and time, e. g. 2021-08-02 18:00:00.
<OTRS_TICKET_UpdateTimeDestinationTime>
Date of update time in UNIX time, e. g. 1627904516.
<OTRS_TICKET_UpdateTimeEscalation>
If true, ticket is escalated.
<OTRS_TICKET_UpdateTimeNotification>
If true, notify - x% of escalation has reached.
<OTRS_TICKET_UpdateTimeWorkingTime>
Seconds of working/service time till update, e. g. 1800.
<OTRS_TOKEN>
Token for the lost password feature.
<OTRS_UserFirstname>
Alias of <OTRS_NOTIFICATION_RECIPIENT_UserFirstname>.
<OTRS_UserFullname>
Alias of <OTRS_NOTIFICATION_RECIPIENT_UserFullname>.
<OTRS_UserLastname>
Alias of <OTRS_NOTIFICATION_RECIPIENT_UserLastname>.
<OTRS_UserLogin>
Alias of <OTRS_NOTIFICATION_RECIPIENT_UserLogin>.

OTRS Screen Reference

The following reference lists the screens where the OTRS tags can be used.

Note

<OTRS_AGENT> and <OTRS_CURRENT> are synonym and they will be replaced by the data of the agent doing the action. For example in process management or generic agent where the agent can overwrite the UserID parameter, it do not has to be the current ticket owner.

Forward action
<OTRS_TICKET_State>
Merge Action
<OTRS_MERGE_TO_TICKET>
Ticket::Frontend::AutomaticMergeText
<OTRS_TICKET_*>
Generic notifications
<OTRS_CONFIG_*>
Appointment notifications
  • <OTRS_APPOINTMENT_*>
  • <OTRS_CALENDAR_*>
  • <OTRS_CONFIG_*>
  • <OTRS_NOTIFICATION_*>
  • <OTRS_USER*>
Process management sequence flow actions and script task activities
  • <OTRS_AGENT_*>
  • <OTRS_CONFIG_*>
  • <OTRS_CUSTOMER_*>
  • <OTRS_NOTIFICATION_*>
  • <OTRS_TICKET_*>
Ticket notifications
  • <OTRS_APPOINTMENT_*>
  • <OTRS_CALENDAR_*>
  • <OTRS_CONFIG_*>
  • <OTRS_NOTIFICATION_*>
  • <OTRS_USER*>
Lost password
  • <OTRS_NEWPW>
  • <OTRS_USER_*>
Auto responses
  • <OTRS_AGENT_*>
  • <OTRS_CONFIG_*>
  • <OTRS_CUSTOMER_*>
  • <OTRS_NOTIFICATION_*>
  • <OTRS_TICKET_*>
Salutation
  • <OTRS_CONFIG_*>
  • <OTRS_CURRENT_*>
  • <OTRS_CUSTOMER_DATA_*>
  • <OTRS_OWNER_*>
  • <OTRS_RESPONSIBLE_*>
  • <OTRS_TICKET_*>
Signature
  • <OTRS_CONFIG_*>
  • <OTRS_CURRENT_*>
  • <OTRS_CUSTOMER_DATA_*>
  • <OTRS_OWNER_*>
  • <OTRS_RESPONSIBLE_*>
  • <OTRS_TICKET_*>
Templates
  • <OTRS_AGENT_*>
  • <OTRS_CONFIG_*>
  • <OTRS_CURRENT_*>
  • <OTRS_CUSTOMER_*>
  • <OTRS_CUSTOMER_DATA_*>
  • <OTRS_OWNER_*>
  • <OTRS_RESPONSIBLE_*>
  • <OTRS_TICKET_*>