Include full message thread & display HTML

chris421

I'm trying to find a way to use osTicket to replace our current helpdesk email address. Currently I have the helpdesk email on my system, but we're employing a few more helpdesk staff and I need them all to access this address. Ideally I plan on using osTicket to control all the emails (incoming and outgoing), but need it to appear transparent to the end client (i.e. they can't get a message saying to check a website for the reply).

I plan on piping the helpdesk email straight into osTicket, then helpdesk staff do all work through this system, and never touch a proper email. When someone replies to a message, I would like to include the full thread so far (as per a standard email reply) along with the current reply, so that the end client never realises that we don't see the email. Including %message just includes the last response. Anyone any ideas as to how to include the full thread easily?

Also, some of the companies we deal with insist on sending us HTML formatted emails. I realise that osTicket strips out the tags, and leaves plain text, but has anyone successfully managed to mod the code to allow full HTML coding to appear?

---

Chris

bonq

Any more luck on this matter, I would need to have it like this too.

gbraux

Also interested in having html messages in the staff web interface ...

I have found a lot of stuff about it in the mod section, but can anybody tell us what is fiaaly the UP AND WORKING solution ?! :)

Thx,

guillaume

craigreilly

I too would like HTML emails going out to our end users. Is there a fix for this?

Using he last release of OS Ticket & Windows Server 2003 Web Edition.

alien

You can edit

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

in class.ticket.php here

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

line 716

then you need to go to staff/viewticket.inc.php and edit

<tr class="header">

<td><?=$ticket->getAttachmentStr($respID,'R')?></td></tr>

<?}?>

<tr><td> <?=Format:($resp_row)?></td></tr>

</table>

into:

<tr class="header">

<td><?=$ticket->getAttachmentStr($respID,'R')?></td></tr>

<?}?>

<tr><td> <?=$resp_row?></td></tr>

</table>

and there u have it. Html body msg. :)

wolfie_cr

is there a solution to do what the original poster describes? show the entire 'conversation'/exchange history that is taking place?

libleigh

Is there a solution for accepting HTML on incoming e-mails? Currently our university-approved e-mail client sends only HTML messages (no option for plain text) and these e-mails aren't piping to osTicket correctly (we see the subject where the message should be). We'd love to see osTicket accept HTML.

We're using v1.6 ST

rickitambo

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

already exists???

but still, can you include the history?

jph

All,

I have hacked around quite a bit, and I currently have HTML preserved on incoming email tickets, and they display fine. (If/when I have more testing and the rest of this full process finished I will try to go back and explain what I did.)

My issue now is that I want OUTGOING email to be HTML format, not "Content-Type: text/plain;" (but "Content-Type: text/html;" or a multipart message including both plain text and html parts.)

I can find low-level functions that seem to be dealing with this, such as mimePart.php function Mail_mimePart, but I can't find the higher-level calls that are setting the content_type for outgoing replies and auto-replies.

Can someone help please??? Even if you don't have time to do it and test it, if you can point me in a direction... ANY HELP APPRECIATED!!!!

mrevjd

See http://osticket.com/forums/showpost.php?p=18162&postcount=5(http://osticket.com/forums/showpost.php?p=18162&postcount=5)