This will allow for %ticket, %name, %email, %subject, %dept, %status, %name, %firstname, and %lastname in the subject line.

It will also allow %ticket, %name, %email, %message, %quote, %subject, %signature, %dept, %status, %name, %firstname, and %lastname in the body.

It also changes the way %url works. I wanted the url to work like a real link, so now the %url opens the link and %/url closes it. (%urlClick Here to View Ticket%/url)

After modifying the code for this, you will need to change the template in the admin panel to be HTML. I haven't used this with attachments or the mail fetching part of osTicket.

REPLACE scp/tickets.php ~ line 86

//If no error...do the do.

if(!$errors && ($respId=$ticket->postResponse($_POST,$_POST,$_POST,$_FILES,$_POST))){

REPLACE include/class.ticket.php ~ line 550 this part

//Insert Staff Reply

function postResponse($msgid,$response,$signature='none',$attachment=false,$ticket_status,$canalert=true){

global $thisuser,$cfg;

if(!$thisuser || !$thisuser->getId() || !$thisuser->isStaff()) //just incase

return 0;

$sql= 'INSERT INTO '.TICKET_RESPONSE_TABLE.' SET created=NOW() '.

',ticket_id='.db_input($this->getId()).

',msg_id='.db_input($msgid).

',response='.db_input(Format:($response)).

',staff_id='.db_input($thisuser->getId()).

',staff_name='.db_input($thisuser->getName()).

',ip_address='.db_input($thisuser->getIP());

$resp_id=0;

//echo $sql;

if(db_query($sql) && ($resp_id=db_insert_id())):

if(!$canalert) //No alert/response

return $resp_id;

$dept=$this->getDept();

//Send Response to client...based on the template...

//TODO: check department level templates...if set.

$sql='SELECT ticket_reply_subj,ticket_reply_body FROM '.EMAIL_TEMPLATE_TABLE.

' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($cfg->getDefaultTemplateId());

$resp=db_query($sql);

if(db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){

if(strtolower($ticket_status)=="close"||strtolower($ticket_status)=="closed") {

$ticket_status = "Closed"; }

else { $ticket_status = "Open"; }

$subj = str_replace("%ticket", $this->getExtId(),$subj);

$subj = str_replace("%name", $this->getName(),$subj);

$subj = str_replace("%email", $this->getEmail(),$subj);

$subj = str_replace("%subject", $this->getSubject(),$subj);

$subj = str_replace("%dept", $dept?$dept->getName():'',$subj);

$subj = str_replace("%status", $_POST, $subj);

		$seperate_names = explode(" ",$this->getName(),2);
	$subj = str_replace("%firstname", $seperate_names, $subj);
	$body = str_replace("%firstname", $seperate_names, $body);
	$subj = str_replace("%lastname", $seperate_names, $subj);
	$body = str_replace("%lastname", $seperate_names, $body);
		$body = str_replace("%ticket", $this->getExtId(),$body);
	$body = str_replace("%name", $this->getName(),$body);
	$body = str_replace("%email", $this->getEmail(),$body);
	$body = str_replace("%subject", $this->getSubject(),$body);
	$body = str_replace("%dept", $dept?$dept->getName():'',$body);
	$body = str_replace("%status", $_POST,, $body);
	$body_response = $response;
	$body_response = str_replace(chr(10), "<br />", $body_response);
	$body = str_replace("%message",$body_response,$body);
	$body = str_replace('\"', '"', $body);
	$body = str_replace("\'", "'", $body);
		$url = '<a target="_blank" href="'.$cfg->getBaseUrl().'/view.php?e='.$this->getEmail().'&t='.$this->getExtId().'">';
	$body = str_replace("%url", $url, $body);
	$body = str_replace("%/url", "</a>", $body);
		$ticket_number = $msgid;
	$sql2 = 'SELECT `message` FROM `ost_ticket_message` WHERE `msg_id` LIKE $ticket_number LIMIT 0, 1 ';
	$services= mysql_query("SELECT message FROM ".TICKET_MESSAGE_TABLE." WHERE msg_id LIKE '$ticket_number'"); 
	list($original_message) = db_fetch_row($services);
        if($original_message == "Ticket created by staff") {
		$services= mysql_query("SELECT response FROM ".TICKET_RESPONSE_TABLE." WHERE msg_id LIKE '$ticket_number' ORDER BY response_id ASC"); 
		list($original) = db_fetch_row($services);	
		$original_message = $original;
	}	
	$original_message = str_replace(chr(10), "<br />", $original_message);							
	$body = str_replace("%quote", $original_message,$body);
		//Figure out the signature to use...if any.
	switch(strtolower($signature)):
	case 'mine';
	$signature=$thisuser->getSignature();
	break;
	case 'dept':
	$signature=$dept->isPublic()?$dept->getSignature():''; //make sure it is public
	break;
	case 'none';
	default:
	$signature='';
	break;
	endswitch;
	$body = str_replace("%signature",$signature,$body);
		//Email attachment when attached AND if emailed.
	if(($attachment && is_file($attachment)) && $cfg->emailAttachments()) {
		$semi_rand = md5(time());
		$mime_boundary = "==Multipart_Boundary_x{$semi_rand}x";
		$headers="MIME-Version: 1.0\n" .
				 "Content-Type: multipart/mixed;\n" .
				 " boundary=\"{$mime_boundary}\"";
		$body = "This is a multi-part message in MIME format.\n\n" .
				"--{$mime_boundary}\n" .
				"Content-Type: text/html; charset=\"iso-8859-1\"\n" .
				"Content-Transfer-Encoding: 7bit\n\n".
				$body . "\n\n";
		$body.= "--{$mime_boundary}\n" .
				"Content-Type: " . $attachment . ";\n" .
				" name=\"" . $attachment . "\"\n" .
				"Content-Disposition: attachment;\n" .
				" filename=\"" . $attachment . "\"\n" .
				"Content-Transfer-Encoding: base64\n\n" .
				chunk_split(base64_encode(file_get_contents($attachment))). "\n\n" .
				"--{$mime_boundary}--\n";
	}
	else {
		$headers = "MIME-Version: 1.0\n"."Content-type: text/html; charset=iso-8859-1";
	}
	if($dept->noreplyAutoResp()){
		$from=$cfg->getNoReplyEmail();
	}else {
		$deptemail=$dept->getEmail();
		if(!$deptemail || !($from=$deptemail->getAddress()))
			$from=$cfg->getDefaultEmailAddress();
		//Reply separator tag.
		if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
			$body ="\n$tag\n\n".$body;
	}
	Misc:($this->getEmail(),$subj,$body,$from,$fromName,$headers);
	Misc:($cfg->getAdminEmail(),$subj,$body,$from,$fromName,$headers);  /* admin wants a copy of every response to clients as well, delete this line if you don't want it */
}else{
	//We have a big problem...alert admin...
	$msg='Problems fetching response template for ticket#'.$this->getId().' Possible config error';
	Misc:('System Error',$msg);
}return $resp_id;
        endif;
        
        return 0;

}

And because we changed the function we need to change in scp/tickets.php ~ line 336

$ticket->postResponse($msgId,$_POST,'none',null,false);

to be

$ticket->postResponse($msgId,$_POST,'none',null,null,false);