[resolved] Is there an email variable for 'username'

Marley

Hi,

I'm testing OS Ticket as a support helpdesk to be used internally by the company I work for - we're using version 1.9.2.

The intention is that new client accounts will be set up by a staff member, using the scp site. To minimise the number of login details an individual has to use for different applications throughout the company, I want the username to match their network logon. This will be different from both their email address and their name.

I'd originally wanted to add the username to the email template for account activation, but I don't think that's possible because the username isn't added to the account until the email is generated. In fact, I don't think a variable for username exists at all?

I have a couple of potential ideas that might work - populate 'name' with 'username' when initially setting up the account, then using staff.name in the account activation email template - of course the disadvantage of this approach would be that we couldn't use the proper name in subsequent email templates unless we add custom 'forename' and 'surname' fields to tickets...

Anyway, before I get too far down one route, I thought I'd request some pointers/suggestions from the forum mods or other users.

Thanks in advance for any help anyone can offer.

Chefkeks

Time is limited right now, need to catch my bus, but a little idea:An article from the blog of @[deleted] with all the email variables:http://tmib.net/osticket-191-email-template-variablesYou will notice, there is no username. But maybe this helps:Admin Panel -> Manage -> Forms -> Contact informationAdd a new field in this contact information form, e.g. username, make it internal only visibleAnd finally, hopefully there is a way to use this field now when sending the email.

ntozier

Q: I'm testing OS Ticket as a support helpdesk to be used internally by the company I work for - we're using version 1.9.2.A: IS there a specific reason why you wouldn't be evaluating on the current version? (1.9.4)Q: I want the username to match their network logon.A: Are you running an LDAP/AD server on your network? If so then you would probably want to look at the Authentication: and Active Driectory plugin. Alternatively maybe the Authentication: Pass-Through plugin. http://osticket.com/download#addonsQ: In fact, I don't think a variable for username exists at all?A: I do not understand your question. Once you add the user as a guest user, click register. The Username field is right there. (It defaults to their email address that you entered)

Marley

Hi - thanks to both of you for the responses. I really appreciate the speed you reply to support queries :)

Responding to questions in no particular order: I should probably clarify that I only have access to the 'front end' of the system, so I'm limited to using the browser based scp and client sites. 1.9.2 was the latest version when I started testing, but other project work came up, which means that we are now two versions behind. I wanted to get to grips with the system I had already started working with, before asking our IT department to roll out additional upgrades.

@[deleted] - as I understand custom variables, that would work if I wanted to quote username in an email template relating to a ticket, but what I want to do is to be able to quote the username in a registration email template. Please correct me if I'm wrong, but I don't think using a customised ticket variable would work because there aren't any tickets associated with the user account at that stage?

@[deleted] - I'm happy with the process of setting the username; what I'd like to do is then include this information within the activation email template (Admin Site > Settings > Access Control Settings > Authentication and Registration Templates) . Hopefully, the following example demonstrates what I'm asking more concisely:

I'm trying to work out if there is an email template variable I can use to populate X so that the user has a written record of the username they log in with. (I have tried %{username}; %{client.username}; %{staff.username} and %{recipient.username} with no success).

I don't know if this is even possible, assuming that the username I input isn't written back to the database until the 'send activation email' button is pressed - this is what I'd like to understand.

I hope that helps to explain what I'm trying to achieve?

Chefkeks

Not sure if you understood me correctly.I was not talking about ticket variables, I talk about additional user variables. Despite the fact I do not know if this works, I suggest it, so you can try / test it ;)Admin Panel -> Manage -> Forms -> Contact Information -> Add a new field, e.g. label "username" and type "short answer" and visibility "internal, optional" blank Finally I hope (have not tested) you can now use this new field (in my example "Mobile Number") with the variable "user_info_mobile" in the activation email. I would try to use e.g. %{recipient.user_info_mobile} or just %{user_info_mobile} or {ticket.user_info_mobile} or ... and even though there is no ticket yet for a fresh user, some variable may work I have not yet looked so much into variables, but that would be my approach to work around this issue.

Marley

Nailed it.

For info, %{recipient.username} works after creating a custom field as you have suggested - we just have to make sure that the username entered on the 'Lookup or Create a User' form matches the username input on the 'Register:' form.

Thanks Chefkeks :)

Chefkeks

Great! I will close this discussion and mark it as resolved. Feel free to start another discussion when you have a new question or comment regarding osTicket.Cheers,Michael