## This is the OsTicket 'Staff Reply Mod' Version 4.1
## Created by Jemson (andrew@jemson.org)

See here for original post: http://osticket.com/forums/showthread.php?t=14164




Requirements:
1) OsTicket V 1.7.0 (Stable)

2) IMAP or POP email integration. (May be modified to work with email piping, but I don't have an environment to test this with myself.)

3) Ensure ticket number is sent to staff in subject of alerts.
   To do this log into the Admin Panel and go into Email->Templates add and ensure the [#%{ticket.number}] variable is in the Message Subject for Staff Alerts.

4) Ensure the reply email on (OsTicket) outbound emails is the same email address that will be receiving incoming email.




Available functions include:
  - Ability for staff to reply to email alerts, having the correspondence sent to the requeste
  - Ability for staff to reply to email alerts with attachments (added to ticket, not sent to requester)
  - Ability for non-staff to reply to tickets also (Useful if requester CC's another address on a response and the receiver then replies also)
  - Ability to send actions through in the email subject or email body
	#claim - Claim the ticket
	#assign:user - Assign the ticket to another user (user component must be the users login ID)
	#unassign - Unassign the ticket
	#close - Close the ticket
	#reopen - Reopen the ticket
	#internal - Add reply as an internal note (Not sent to requester)

	These must be in the subject or email body with the # prefix as above. Multiple actions can be passed on a single reply and each action is recorded as an internal note




Changelog:
4.0 to 4.1
  - Added #internal action.
  - Added ability to use actions in email body as well as subject.
  - Fixed issue with staff email attachments not being added to the ticket.




Todo in later versions:
  - Add CC ability (for alerting multiple recipients of ticket updates.
  - Allow staff attachments to be forwarded to requestor with ticket update.
  - Add additional actions as necessary/requested.