Wrong salutation / Email

da_freak

Hi together,
i have a Problem resp. im looking for a solution 😁

The Problem is...
When a new Ticket is coming in by E-Mail (support@example.com). The System generates a "New Ticket End User E-Mail Notification"
for example:

Hallo %{recipient.name.first},

die IT Abteilung hat folgenden Vorgang mit der Ticketnummer #%{ticket.number} für dich erstellt.

Thema: %{ticket.topic.name}
Betreff: %{ticket.subject}

Du kannst den Vorgang jederzeit HIER einsehen

%{company.name},
%{signature}

but the Ticket Customer receive a Mail with a wrong Name. The Email begins with
Hello "Lastname"

not like the configuration (see below) %{recipient.name.first}

The Problem is, every Customer receive Mails with a wrong salutation.
The Problem exists by external Users and by internal (LDAP Auth) Users.

Here is my Dashboard Information

da_freak

marlat
its the same 😅

KevinTheJedi

@da_freak

Go to the User's profile and show me what the name looks like there. Also, please show me what your Admin Panel > Settings > Users > Name Formatting option is set to.

Cheers.

da_freak

KevinTheJedi
i know this setting. i have tested this. First with "First, Last" and the actually setting is "Last,First" --> see attachment (Picture)
But no recovery...

KevinTheJedi

@da_freak

Okay, you still didn’t provide me with a screenshot of the users name in their profile.

Cheers.

da_freak

KevinTheJedi
sorryyy 😅 my eyes are faster then my brain 🤣

here the screenshots

KevinTheJedi

@da_freak

So you tried both First Last and Last, First name formats with the %{recipient.name.first} variable and it's still pulling the last name instead of the first name? I'll have to test this to see if I can replicate it.

Cheers.

da_freak

KevinTheJedi

yes thats my problem... its still pulling everytime the last name. But i will pull the FIRST name.

cheers

SteRinaldi

Having the same problem, I suppose.
And I suppose I solved it.
Go to the Operator Panel --> Users --> Users Directory --> select a user --> modify his/her contact information using <first name> <last name>

For OSTicket developers:
I used the %{recipient.name.first} formula in all my templates, but I noticed that mails based on some templates are correct and I obtain first name while for other templates the mail reports last name.
For instance: ticket.alert is using correctly the first name, while ticket.reply reports the last name.
I'm using OSTicket 1.14.3 version

ntozier

I think that to trouble shoot this the devs would need

Name of Template that doesn't work right.

The code from that template.

repeat.