New Email Tags and Templates

rogden21

After installing OS Ticket, we decided to add additional information into the automatic emails that are sent out to the users and staff. Attached is the updated code for the include\class.ticket.php file, and the additional fields you can add to the email templates.

Please let me know how you like it.

Replace the ~inlcude\class.ticket.php file with the attached file. Remember to make a backup before you make any changes.

Within Admin Panel->Emails->Templates, change the email tags to reflect the newly available tags. Below are the tags:

Users:

New Ticket Autoresponse:

%name

%ticket.

DESCRIPTION: %subject

ADDITIONAL INFORMATION: %message

PRIORITY: %priority

You can view this ticket's progress online here: %url/view.php?e=%email&t=%ticket.

%signature

Staff Alert:

New Ticket Alert:

Hi %staff,

New ticket #%ticket created.

-------------------

Name: %name

Email: %email

Dept: %dept

Description: %subject

Priority: %priority

Additional Info:

%message

-------------------

To view/respond to the ticket, please login to the support ticket system.

%url/scp/login.php

Your friendly,

Customer Support

New Message Alert

Alert sent to staff ( if enabled) when user replies to an existing ticket.

%staff,

New message appended to ticket #%ticket

----------------------

NAME: %name

EMAIL: %email

DEPT: %dept

ORIGINAL ASSIGNMENT: %assignment

NEW MESSAGE:

%message

-------------------

To view/respond to the ticket, please login to the support ticket system.

%url/scp/login.php

Your friendly,

Customer Support System

Ticket Assigned Alert/Notice

Alert sent to staff on ticket assignment.

%assignee,

%assigner has assigned ticket #%ticket to you!

PRIORITY: %priority

DESCRIPTION: %assignment

ADDITIONAL INFORMATION: %additional

MESSAGE FROM MANAGER: %message

To view complete details, simply login to the support system.

%url/scp/login.php

Sincerely,

%assigner

[class.ticket.zip](https://forum.osticket.com/assets/files/migrated/f/5461e4ab8f1afb895c4b94bd6081cd2.zip)

altomarketing.com

Excelent but in subject

Excellent all works but do you know why cannot i put %subject in subject from autoreply ?

I appears just like %subject, but in main body it works perfectly.

thanks in advance. !

altomarketing.com

an error on close ticket

I need to change on line 519:

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

To:

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

because it produced : PHP Fatal error: Call to undefined method Ticket:() in /home/xxxxxxx/public_html/tickets/include/class.ticket.php on line 519

rogden21

Which Reply?

Excellent all works but do you know why cannot i put %subject in subject from autoreply ?
I appears just like %subject, but in main body it works perfectly.
thanks in advance.

If you want to add the subject to the subject line, it may look something like this. Let me know when autoreply email you want to put the subject in and I'll take a look at a fix. But try putting this code below in your in line 1047 for the \include\class.ticket.php file.

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

Let me know if this works, I have not tested it.

rogden21

I need to change on line 519:
$body = str_replace("%message", $this->additional(),$body);
To:
$body = str_replace("%message", $this->additional,$body);
because it produced : PHP Fatal error: Call to undefined method Ticket:() in /home/xxxxxxx/public_html/tickets/include/class.ticket.php on line 519

I could not find this code in my class.ticket.php file. My line 519 reads:

if($cfg->autoAssignReopenedTickets() && ($lastrep=$this->getLastRespondent())) {

//3 months elapsed time limit on auto-assign. Must be available and have access to Dept.

if($lastrep->isAvailable() && $lastrep->canAccessDept($this->getDeptId())

&& (time()-strtotime($this->getLastResponseDate()))<=90*24*3600) {

rodeored

If you want to add the subject to the subject line, it may look something like this. Let me know when autoreply email you want to put the subject in and I'll take a look at a fix. But try putting this code below in your in line 1047 for the \include\class.ticket.php file.
$body = str_replace("%subject", $ticket->getSubject(),$subj);.
Let me know if this works, I have not tested it.

It won't work, because its adding the subject text to the body, not the subject.In the file attached to the message that started this thread, there is already code to insert the subject text into the body.

In that file, this is line 1021:

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

To include the subject in the New Ticket Alert, add this just below that line.

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

Don't forget you also have to add this to the subject in the New Ticket Alert template:%subject

trbn

same problem here

hey,

thanks for your work! it's really fine!

i have the same problem here with %subject!

The subject of the E-Mail: "Ticket Assigned Alert/Notice Alert sent to staff on ticket assignment" should be: "#%ticket - %subject"!

I can see '%ticket' but no '%subject'...

any advice?

thanks,

torben

ozkr

Autoresponse when close

im trying to do an autoresponse when close the ticket but i cant make it work.

ideas...

trbn

hey,
thanks for your work! it's really fine!
i have the same problem here with %subject!
The subject of the E-Mail: "Ticket Assigned Alert/Notice Alert sent to staff on ticket assignment" should be: "#%ticket - %subject"!
I can see '%ticket' but no '%subject'...
any advice?
thanks,
torben

I got it!!:)

I had to add the line:

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

also in line ~445! (in the code it's marked: "//Send Notice + Message to assignee."

Thank you anyway!

Torben

peter

I assume this is related to RC4? Please consider upgrading it to the latest.

BTech

None of this works for me I no longer get emails all I get is :

Fatal error: Call to undefined method Misc:() in C:\Inetpub\helpdesk\include\class.ticket.php on line 1007

any ideas ?