New Ticket Alerts not sent

bl01

When New Ticket Alerts are enabled (for Admin Email, Dept Mngr, and/or Dept Mmbrs), alerts are sent if the ticket is created on the clients' webpage.

But if the ticket is created in the Staff Control Panel, no New Ticket Alerts are sent. Is that correct?

Is there a way to send New Ticket Alerts to the Dept Mngr for tickets created in the Staff Control Panel (as they are for client-created tickets)?

Thanks.

jpowers40828

Yes there is. In scp/tickets.php ~ line 348 change

if(($ticket=Ticket:($_POST,$errors,'staff',isset($_POST)?true,false))){

if(($ticket=Ticket:($_POST,$errors,'staff',isset($_POST)?true,true))){

That should change the default to alert.

I also added the following to include/class.ticket.php ~ line 1099 (probably different on yours as i've modded a bit) find this area.

//If enabled...send alert to staff (New Ticket Alert)

if($alertstaff && $cfg->alertONNewTicket() && is_object($ticket)){

$sql='SELECT ticket_alert_subj,ticket_alert_body FROM '.EMAIL_TEMPLATE_TABLE.

' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($cfg->getDefaultTemplateId());

$resp=db_query($sql);

if($resp && list($subj,$body)=db_fetch_row($resp)){

$subj = str_replace("%ticket", $ticket->getExtId(),$subj);

$subj = str_replace("%email", $ticket->getEmail(),$subj);

$subj = str_replace("%subject", $ticket->getSubject(),$subj);

$subj = str_replace("%name", $ticket->getName(),$subj);

$subj = str_replace("%dept", $dept?$dept->getName():'',$subj);

$body = str_replace("%ticket", $ticket->getExtId(),$body);

$body = str_replace("%name", $ticket->getName(),$body);

$body = str_replace("%email", $ticket->getEmail(),$body);

$body = str_replace("%subject", $ticket->getSubject(),$body);

$body = str_replace("%dept", $dept?$dept->getName():'',$body);

Right afterwards is this

$body = str_replace("%message",$var,$body);

Change it to

$body_message = $var;

if($body_message == "Ticket created by staff") $body_message = $var;

$body = str_replace("%message",$body_message,$body);

bl01

That works great. Thanks for your help, again.

rogden21

Great Advice

This MOD works perfect. I was looking for this exactly MOD and finally found it. with this can all internal notes be sent to the manager as a notification?

jpowers40828

If you want all internal notes to be sent to a specific person, it is possible.

rogden21

Internal Notes, and Sent alert to Manager

JPowers, I believe we have been working on the internal notes thing together, but sending internal notes to specific people would be great, including the manger and staff member.

Also the code above, after some testing, it seems to bypass the checkmark on sending the user an alert. Simply, when the send alert checkbox is not selected, it still sends out a notification.

Please advice.

Thank you again for all of your assistance.

jpowers40828

This doesn't touch the alert for the user, only changes the default from false to true of the notification to staff.