I hope I haven't missed this somewhere, but I'd like to see a specific alert when an issue is closed. That way, we could setup a message with the title " - Closed - Re: original subject" and an indication to the user that there case is complete.

15 days later
15 days later

Closed Ticket Notice

I agree with this. We have a satisfaction survey we'd like people to complete after their issue is resolved. A closed ticket alert would be perfect for this. Also, it lets people know that there will be no further follow-up on the issue. Closing a ticket without specifically telling the customer could be a communication hole.

5 days later

I'd love this. Add in a flag when I'm on any other view besides Open/Closed tickets and it would be awesome.

4 months later

In scp/tickets.php ~ line 86

change this

if(!$errors && ($respId=$ticket->postResponse($_POST,$_POST,$_POST,$_FILES))){

to

if(!$errors && ($respId=$ticket->postResponse($_POST,$_POST,$_POST,$_FILES,$_POST))){

And because we changed the function we need to change in scp/tickets.php ~ line 336

$ticket->postResponse($msgId,$_POST,'none',null,false);

to be

$ticket->postResponse($msgId,$_POST,'none',null,null,false);

In include/class.ticket.php ~ line 550

change this

function postResponse($msgid,$response,$signature='none',$attachment=false,$canalert=true){

to

function postResponse($msgid,$response,$signature='none',$attachment=false,$ticket_status,$canalert=true){

In include/class.ticket.php ~ line 570

After this

//Send Response to client...based on the template...

//TODO: check department level templates...if set.

$sql='SELECT ticket_reply_subj,ticket_reply_body FROM '.EMAIL_TEMPLATE_TABLE.

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

$resp=db_query($sql);

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

ADD this

if(strtolower($ticket_status)=="close"||strtolower($ticket_status)=="closed") $subj = " - Closed - Re: %subject";

9 days later

I have tried this code twice and when a ticket is closed, there is no email sent. I can only get an email to send when a response to the ticket is posted. Is there a template for this I am missing under the admin email templates screen?

Thanks

The user isn't getting an email at all? I believe anytime there is an response posted, it automatically sends an email, this mod was just to make the subject say closed in it.

mail($this->getEmail(), $subj, $body, $headers);

try that in class.ticket.php ~ line 694(this is on mine, probably different on yours) right after

Misc:($this->getEmail(),$subj,$body,$from,$fromName,$headers);

a year later

Ticket Closed Alert is a Must

Agree,

An official Ticket Closed Alert to the customer Email list is essential.

I actually throught it already existed ???????

a year later

I also agree that official ticket Closed Alert to the customer e-mail list is needed to be done. it can save time for the customer and also save many other costs.

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