Filter - Canned Response - osTicket Forum

Filter - Canned Response

m-law

Hi,

I added a filter which states when a help topic is selected, attach canned response.
It does attach the canned response but it does not send this to the user for some reason. It WILL send it to the user if I manually select the canned response and update the ticket. Any ideas? Am on latest OST.
Cheers.

KevinTheJedi

m-law

It should send an alert. When the filter action of attach canned response is triggered it simply sets a variable called cannedResponseId. Then in the Ticket::create() method if that variable is set it calls postCannedReply(). This method calls getAutoReplyMsgTemplate() here. This then calls getMsgTemplate('ticket.autoreply') which gets the Admin Panel > Emails > Templates > click template set > New Ticket Auto-Reply and adds the canned response to the %{response} variable. Then subsequently in the same postCannedReply() function it sends out the email if allowed (see below).

At the moment, the only ways I can think of that would prevent the alert from going out is if the alert is disabled for some reason or if maybe the ticket was created from an email but the headers contain an “auto-reply” header.

Cheers.

m-law

Thanks. Will take a closer look with this additional info when I am able.
The new ticket alert is being received. It’s just not got the canned response on it. Although the canned response appears in the ticket thread within the portal.
Ticket created by agent on back end.

Another thing I noticed is that attachments are not arriving with the canned response if I send a canned response after ticket creation. The canned response is received by the recipient. Just got no attachment on it.

Cheers