Show Priority in Email Alerts

Hetfield

Hi,

I'd like to show the priority in the subject of the email alert that is sent to staff saying a new ticket has been assigned to them. I tried just putting %priority in the subject but this obviously is not a default variable.

Can anyone point me in the right direction?

Corey

File: /include/class.ticket.php

Find: //Send Notice + Message to assignee.

$sql='SELECT assigned_alert_subj,assigned_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(db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){

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

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

$body = str_replace("%assignee", $staff->getName(),$body);

$body = str_replace("%assigner", $thisuser->getName(),$body);

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

$body = str_replace("%url", $cfg->getBaseUrl(),$body);

Misc:($staff->getEmail(),$subj,$body,$cfg->getAlertEmail());

}

And change that to:

//Send Notice + Message to assignee.

$sql='SELECT assigned_alert_subj,assigned_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(db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){

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

$subj = str_replace("%priority", $this->priority,$subj);

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

$body = str_replace("%assignee", $staff->getName(),$body);

$body = str_replace("%assigner", $thisuser->getName(),$body);

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

$body = str_replace("%url", $cfg->getBaseUrl(),$body);

Misc:($staff->getEmail(),$subj,$body,$cfg->getAlertEmail());

}

%priority will then work in the subject.

Hetfield

Awesome, worked perfectly!

Thanks for your help

delia

It didn't work!

The emails are coming thru with %priority not the actual priority. This is such a simple thing: how in the world did I go wrong?

craigreilly

Please upload your /include/class.ticket.php

so we can see what may be wrong.

delia

Can't upload the file, can't post the whole file

I also added an extra field to the ticket form itself (website) which shows up fine but when I tried to add it to the email, that didn't work either.

here's the section copied from the code itself:

if($alertstaff && $staff->getId()!=$thisuser->getId()) { //No alerts for self assigned.

//Send Notice + Message to assignee.

$sql='SELECT assigned_alert_subj,assigned_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(db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){

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

$subj = str_replace("%priority", $this->priority,$subj);

$body = str_replace("%website", $this->website,$body);

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

$body = str_replace("%assignee", $staff->getName(),$body);

$body = str_replace("%assigner", $thisuser->getName(),$body);

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

$body = str_replace("%url", $cfg->getBaseUrl(),$body);

Misc:($staff->getEmail(),$subj,$body,$cfg->getAlertEmail());

}

Vandrew

The emails are coming thru with %priority not the actual priority. This is such a simple thing: how in the world did I go wrong?

Did this ever get resolved? I'm getting the same thing.

Cheers,

Vandrew

masino_sinaga

$this->getPriority()

Hi,

I think you should REPLACE:

$subj = str_replace("%priority", $this->priority,$subj);

WITH:

$subj = str_replace("%priority", $this->getPriority(), $subj);

CMIIW. ;)

Best regards,

Masino Sinaga

Vandrew

Sorry I did notice at the beginning that this is for when the ticket is assigned. I wanted it so that when a new ticket comes in to the admin area it shows the priority. I've had a play but am struggling to get it to work.

masino_sinaga

Priority Level

Sorry I did notice at the beginning that this is for when the ticket is assigned. I wanted it so that when a new ticket comes in to the admin area it shows the priority. I've had a play but am struggling to get it to work.

Have you tried the MOD I recommended before? What's the result?

Best regards,

Masino Sinaga

Vandrew

Unforntunatly it didn't work I still got %priority.

Cheers,

Andrew

delia

The actually line should be

$subj = str_replace("%priority", $this->getPriority(),$subj);

That works, Masino - add those parenthesis after the getPriority

Thanks for setting me on the right track!

masino_sinaga

Gotcha!

In that \include\class.ticket.php, FIND:

//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($cfg->getId()).' AND tpl_id='.db_input($templateId);

$resp=db_query($sql);

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

AFTER, ADD THIS:

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

It should be working now.

Best regards,

Masino Sinaga

The actually line should be
$subj = str_replace("%priority", $this->getPriority(),$subj);
That works, Masino - add those parenthesis after the getPriority
Thanks for setting me on the right track

Thanks delia, for reminding me about parenthesis after the getPriority. I have changed on that my post.

In fact, there are 2 requests for this current topic.

First, request from delia who wanted to add priority description in Email Subject for Send Notice + Message to assignee

Second, request from Vandrew who wanted to add priority description in Email Subject for Send Alert To Staff (New Ticket Alert).

They should be working now.

Best regards,

Masino Sinaga

Vandrew

Excellent, that worked famously! I dont honestly know where I would be without this forum!

Vandrew

oriecat

Hi, I am trying to use this priority info to add attachment info to the first message that goes to the Admin when a ticket is created. I added:

$body = str_replace("%attachment", $this->getAttachment(), $body);

at line 535 but it isn't working just putting "%attachment" in the email.

Any thoughts? Thank you!

masino_sinaga

Hi, I am trying to use this priority info to add attachment info to the first message that goes to the Admin when a ticket is created. I added:
$body = str_replace("%attachment", $this->getAttachment(), $body);
at line 535 but it isn't working just putting "%attachment" in the email.
Any thoughts? Thank you

Try this:

http://www.osticket.com/forums/showpost.php?p=7896&postcount=7(http://www.osticket.com/forums/showpost.php?p=7896&postcount=7)

Best regards,

Masino Sinaga