templates
I'm thinking that I know what you are asking - so this is my solution
You need to edit your templates -- this is what my new ticket alert looks like
%staff,
New ticket #%ticket created.
-------------------
Name: %name
Email: %email
Dept: %dept
Subject: %subject
Due Date: %duedate
Priority: %priority
-------------------
%message
-------------------
To view/respond to the ticket, please login to the support ticket system.
%url/scp/tickets.php?id=%ticket
This is what the email alert looks like when someone appends a new message to an existing ticket
%staff,
New message appended to ticket #%ticket
-------------------
Name: %name
Email: %email
Dept: %dept
Subject: %subject
Due Date: %duedate
Priority: %priority
-------------------
%message
-------------------
To view/respond to the ticket, please login to the support ticket system.
%url/scp/tickets.php?id=%ticket
You need to go to the admin panel, click on the "E-Mail" tab and then find "Templates" in the sub-section of the navigation bar.
You need to create a new template (The easiest way is to copy the existing and modify as needed), and then go to your departments to specify which template each department uses.
For example, my osTicket instance is responsible for checking 9 different email addresses, I have about 8 different templates, and 10 different departments (although 1 or 2 of those departments aren't being used).
Each E-Mail address is linked to a different department, and each department has their own templates ...
Hopefully this helps you out ...
(I also want to add that we have been using this system since 07/14/2009 - and we just closed our 3000th ticket this morning!)
