After installing OS Ticket, we decided to add additional information into the automatic emails that are sent out to the users and staff. Attached is the updated code for the include\class.ticket.php file, and the additional fields you can add to the email templates.

Please let me know how you like it.

Replace the ~inlcude\class.ticket.php file with the attached file. Remember to make a backup before you make any changes.

Within Admin Panel->Emails->Templates, change the email tags to reflect the newly available tags. Below are the tags:

Users:

New Ticket Autoresponse:

%name

%ticket.

DESCRIPTION: %subject

ADDITIONAL INFORMATION: %message

PRIORITY: %priority

You can view this ticket's progress online here: %url/view.php?e=%email&t=%ticket.

%signature

Staff Alert:

New Ticket Alert:

Hi %staff,

New ticket #%ticket created.

-------------------

Name: %name

Email: %email

Dept: %dept

Description: %subject

Priority: %priority

Additional Info:

%message

-------------------

To view/respond to the ticket, please login to the support ticket system.

%url/scp/login.php

Your friendly,

Customer Support

New Message Alert

Alert sent to staff ( if enabled) when user replies to an existing ticket.

%staff,

New message appended to ticket #%ticket

----------------------

NAME: %name

EMAIL: %email

DEPT: %dept

ORIGINAL ASSIGNMENT: %assignment

NEW MESSAGE:

%message

-------------------

To view/respond to the ticket, please login to the support ticket system.

%url/scp/login.php

Your friendly,

Customer Support System

Ticket Assigned Alert/Notice

Alert sent to staff on ticket assignment.

%assignee,

%assigner has assigned ticket #%ticket to you!

PRIORITY: %priority

DESCRIPTION: %assignment

ADDITIONAL INFORMATION: %additional

MESSAGE FROM MANAGER: %message

To view complete details, simply login to the support system.

%url/scp/login.php

Sincerely,

%assigner

[class.ticket.zip](https://forum.osticket.com/assets/files/migrated/f/5461e4ab8f1afb895c4b94bd6081cd2.zip)