new Ticket Mail

theMezz

When I as an admin open a new ticket myself (i.e. after getting a phone call for tech support ) my client gets an email that tells him that I have opened a ticket. That mail gives hima URL and ticket #, but does not tell him what the ticket is for. Any way to include that in the message s/he gets?

Thanks... Love OS Ticket !!!

djtremors

Well as you may know, it sends based on the template. the template would need to be altered for a new replacement field and the code change in the web based area to add this to the template when sending the email.

All because the user doesn't click the link to find out what they got a ticket for even though they called about the problem anyway.

I usually tell my clients that they will receive an email for this issue with the ticket number which they can check online.... never had an issue with it.

jpowers40828

Add this code by the others like it on line 960 of include/class.ticket.php

$body = str_replace("%message",$var,$body);

Then you can use %message in the template how ever you would like.

Spoon

Add this code by the others like it on line 960 of include/class.ticket.php
$body = str_replace("%message",$var,$body);
Then you can use %message in the template how ever you would like.

I try this solution but in the mail appear the text "Ticket created by staff" when I created the ticket ad an admin i.e. after getting a phone call :(

jpowers40828

$body_message = $var;

if($body_message == "Ticket created by staff") $body_message = $var;

Add that line in right below it.

rogden21

Even with

$body_message = $var;
if($body_message == "Ticket created by staff") $body_message = $var;
Add that line in right below it.

I still get the "Ticket created by staff" even after adding this context. I have been trying to work around it by adding the response from the response table.

Any thoughts?

xrat

for 1.6 RC5

The following should work based on the code of osTicket v1.6 RC5. In include/class.ticket.php around line 617 you should find

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

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

$body = str_replace('%signature',($dept && $dept->isPublic())?$dept->getSignature():'',$body);

After these lines add

$body = str_replace("%message", $msg,$body);