Hi,

I am trying to find a variable that gives me the name of the agent writing a reply for the predefined answers.
But there seems to be none.

%{response.poster.name} and
%{poster.name}
do not work.

And
%{ticket.staff.name}
gives me the name of the assigned agent, not the one actually writing the reply.

Is there a variable to get this?

Thanks & best regards
Alexander

ntozier

Thanks for the hint.
That might work.

Anyhow, all agents would have to set their name as signature then.
But I think that is acceptable.

    ntozier

    But that is not what I want to do.
    I'm looking for a solution for predefined answers.

      @AlexanderBC

      The Signature is not available in this context as it doesn't know which signature you are choosing yet. The Signature is set only when you post the Reply. So, the variable may look like it isn't working but when you post the reply it will be replaced in the email to the User.

      Cheers.

      Try %{note.poster} Thats what I use so that if someone adds a message to a ticket it lets everyone know who added it even if its assigned to someone else.

      edit--- I just tried adding that to a canned response we have. Didn't work. Guess it only works in email templates.

      a year later

      Not sure if this is still a problem for OP, but I just used %{response.poster} with great success.

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