osTicket Default Template Config help

Jeffrie7

Hi there! I've activated the email alerts for osTicket. They work great, however:

I just want the staff to be email notified ONLY on new ticket creations.

Is there a way to null out the other response templates under staff?

For example, we use the email notifications to remind people to log back into OSTicket. However, I don't want Ticket Assigned Alerts going out to the staff.

Thank you for your time on this and I look forward to contributing to the forum.

ntozier

Click on "Admin Panel".

Click on "Settings" tab.

Scroll down to "Alerts & Notices"

Disable the ones you don't want.

Jeffrie7

ntozier, thank you for your prompt reply. However, I must have mis-communicated my query.

You are correct in your instructions on how to turn on/off the Alerts&Notices for the entire system.

My query actually belongs to a subset of the the Alerts&Notices. Let me explain the scenario:

An email arrives and default Department is notified of a New Ticket.

When someone from the department assigns the ticket to themselves or someone else, a notification is sent to the entire department that the New Ticket has been assigned to person 'X'.

Now, what I want to achieve is only step 1 above and not step 2. I only want the department to be notified of new tickets only.

In turn, I looked for areas in the system to where "New Ticket Assigned" alerts were generated. I found it in the osTicket default Template:

Admin Panel-->"Emails" Tab-->"Templates" link--> "osTicket Default Template" -->"Ticket Assigned Alert/Notice" section (under Staff category).

So, my query is how do I turn off "Ticket Assigned Alert/Notice" in the osTicket Default Template?

Thank you to anybody who took the time to read this and attempts an answer. My gut feeling is that I am going to have go into some PHP file and change something from a '1' to a '0' (on to off).

Jeffrie7

So Far

I found some lines in ~/include/class.ticket.php that could be useful if someone could help me:

//Assign: staff

function assignStaff($staffId,$message,$alertstaff=true) {

global $thisuser,$cfg;

$staff = new Staff($staffId);

if(!$staff || !$staff->isAvailable() || !$thisuser)

return false;

if($this->setStaffId($staff->getId())){

//Reopen the ticket if cloed.

if($this->isClosed()) //Assigned ticket Must be open.

$this->reopen();

$this->reload(); //

<STRONG><s>**</s>//Send Notice + Message to assignee. (if directed)<e>**</e></STRONG>

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

//Send Notice + Message to assignee.

$dept=$this->getDept();

if(!$dept || !($tplId=$dept->getTemplateId()))

$tplId=$cfg->getDefaultTemplateId();

$sql='SELECT assigned_alert_subj,assigned_alert_body FROM '.EMAIL_TEMPLATE_TABLE.

' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId);

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

$body=$this->replaceTemplateVars($body);

$subj=$this->replaceTemplateVars($subj);

$body = str_replace('%note',$message,$body);

$body = str_replace("%message", $message,$body); //Previous versions used message.

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

$body = str_replace("%assigner", ($thisuser)?$thisuser->getName():'System',$body);

if(!($email=$cfg->getAlertEmail()))

$email=$cfg->getDefaultEmail();

if($email) {

$email->send($staff->getEmail(),$subj,$body);

}

}else {

Sys:(LOG_WARNING,'Template Fetch Error',"Unable to fetch 'assigned' alert template #$tplId");

}

$message=$message?$message:'Ticket assigned';

//Save the message as internal note...(record).

$this->postNote('Ticket Assigned to '.$staff->getName(),$message,false); //Notice that we are disabling note alerts!

return true;

}

return false;

}

In reference to bolded/orange mark section above, would commenting out the section turn off the ability to notify staff that a ticket was assigned?

Is there an easier way to stop Ticket Assignment notifications?

Is there a way to just send Ticket Assignment Notifications to the trash (/dev/null)?

Jeffrie7

Okay...it seemed to work.

Alrighty, I deleted the lines as stated above (after making a backup of the file of course ) and it seems to work. I don't have Ticket assignment notifications anymore when assigning tickets.

However, if someone could tell me if I have compromised the integrity of the database by doing this would be helpful. This was more of a hack then a solution. :