v1.16.3 - Reply To Email address - User email address issue.

assil

Hello,

I am using v1.163, PHP 8.0 .

We had a requirement to use multiple forms to create different kinds of tickets. In order to create additional forms, i used Jot forms and added links to these forms on Welcome page of oS tickets. When user fills one of teh form and press the submit, it is sent to oS Ticket fetch email address and a ticket is created in oS ticketing system,

The form has field named Your Email - this is an email address of the user who is creating a ticket. The jot form sends an email from the defined SMTP email address not the users email address. So tickets are created by the SMTP email address not the users email address. When we reply to the ticket it doesn't reach user, for that matter user won't even receive the initial ticket number because it is sent to smtp email address not the user email address.

My question is - is there a way the YOUR EMAIL address defined in the jot form can be mapped/ added to user email address or its added as a collaborator in the oS ticketing system at the time ticket is created? Jot forms was not able to provide any solution.

Thanks

KevinTheJedi

assil

I’m not familiar with jotforms but you should be able to edit the script and add a Reply-To header in the email that gets sent. This header should be set to the specific user’s email. Now in osTicket you can create a Filter that targets these emails and for the Filter Action you set it to Use Reply-To. From that point on the system will use the Reply-To email as the owner of the ticket.

Cheers.

assil

KevinTheJedi
Hi Kevin,

Thanks for the quick reply. I am sure the solution you provided will work, but i don't think i know how to Reply to the script. I believe by script you mean in the form? I have attached the code of one of the form to this message, any help is appreciated.

addinfo.zip

5kB

KevinTheJedi

assil

You will need to edit that script to add a Reply-To email header when it sends an email to osTicket. I cannot assist in custom scripts/mods.

Cheers.

assil

KevinTheJedi

Thanks for pointing to right direction. I added the following code to the php

<?php
$headers = 'From: smtp@domain.com' . "\r\n" .
'Reply-To: id_48' . "\r\n" .
'X-Mailer: PHP/' . phpversion();
mail($to, $subject, $message, $headers);
?>
Created a filter in oSticket, looks like it did a trick and ticket got created with Reply To address and replies were sent correctly.