Data fields to post in premade reply

captainmurph

Has anyone found which files need to be modified to allow a data field from the current ticket to be automatically inserted into a premade reply?

We are currently copying all the data from the top of the ticket and then appending it into a premade reply for sending the customer to our parts store for a warranty order, but would like to eliminate the copy and paste operation at our end.

The customer gets the premade reply and is instructed to copy the data we inserted from the ticket into a remarks field in the online store order.

If we could have the premade reply automatically populated with two or three fields currently in the ticket, it would help considerably.

At the minimum, we'd be looking to insert the ticket number and VIN (17-digit vehicle identification number) from the currently open ticket.

Any ideas on how to do this?

Thanks.

ByteRot

The variables are here (http://www.osticket.com/wiki/Email_Templates)

The ticket number is easy - %ticket

OSTicket has no idea what the VIN number is. How is that recorded? Is that just text in the ticket? You will probably have to cut and paste that unless you modify OSTicket to store the information but that would only work through the website and not email.

captainmurph

The ticket number is easy - %ticket

Yeah. I knew about the variables, but find that inserting them into a pre-made reply doesn't work like it does in the email template.

If I insert : Here's some information about your recent ticket %ticket

I get: Here's some information about your recent ticket %ticket

It is used in exactly this form in the email template but the pre-made reply (which does go out as an email) is apparently structured differently.

Any other ideas?

Murph'