Adding %staff is not displaying the staff name

awarner20

Hi folks,

Under Email-->templates-->user section I have edited the "Ticket Response/Reply" section to include the %staff variable. Unfortunately, it's not working and the user is just seeing %staff instead of my osTicket username.

Am I misunderstanding the usage of the variables? Here's what I have in that response:

%name,

%staff has replied to your support request #%ticket

%response

We hope this response has sufficiently solved your request. If not, please do not send another email. Instead, reply to this email or login to your account for a complete archive of all your support request and responses.

%url/view.php?e=%email&t=%ticket

%signature

masino_sinaga

Solution

Open your \include\class.ticket.php file, and find this code:

$body = str_replace('%response',$response,$body);

after that line, please insert this following code:

$staff = new Staff($thisuser->getId());

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

Sincerely,

Masino Sinaga

awarner20

Thanks Masino,

Is this an oversight in the code or is this a hack to fix it? I just want to make sure that when a new version is available, I can safely overwrite the file.

masino_sinaga

IMHO, this is a kind of hack or something like that to enhance the related feature in osTicket.

Sincerely,

Masino Sinaga