Settings for intermediate collaborators

jerome_dje

Hi,
I can't set our case.
My "service" can manage some tickets, no problem, it works.
But for some more difficult tickets, we have to contact our IT provider, who does not access to OSTicket (he has his own ticket soft).

I thought I could answer the ticket, choosing this provider as collaborator, but the user always receives this mail too.
I trid to assign a ticket to this provider. An alert is sent (I may set the ticket thread in the model), but I need to give further information, and I can't.

How can I set OSTicket for my case ?

Thanks for your help !

KevinTheJedi

jerome_dje

You can either create a separate Ticket from one of the Thread Entries and Link the two together to keep them related but separate. Or you can create a Task on the Ticket and add the IT Provider as a Collaborator on the Task.

Cheers.

jerome_dje

Thanks, but something annoyes me.
In the "assignes task template", I add the following variable for the title : %{ticket.subject} but a message indicates it can't be used. And indeed, the title of the received mail is "%{ticket.subject}" (unlike what I read : https://forum.osticket.com/d/88201-add-ticketvariables-to-mail-subject).
I replaced it with "Title", thinking this word would be replaced by the object of the task I've created, but it does not.
The object is still "Title"
How can the title of the task be reused as object of the mail ?

Other question : can you confirm that we can't use canned responses for tasks ?

Thank you again for your help !

KevinTheJedi

jerome_dje

You are using a Ticket variable for a Task which will not work. Variables have contexts. So you can only use Task variables within Tasks. You can see all available variables for the template you are editing by typing %{. Once you type those two characters the system will provide a typeahead that shows all possible variables. Options with arrows are expandable meaning there are variables within those variables. You can read the Email Template docs here.
Correct, Canned Responses are only available to Tickets at this time.

Cheers.