Custom form not appearing for tickets created via email

Ichigo

Hi,I have created a custom form and tied it to topic - Report a Problem.Confirmed that the custom form appears for tickets created via web interface when I edit the ticket.Please advise how can I get the same for tickets created via email as currently the custom form is not showing.Thanks!

ntozier

That information doesn't get populated via email... so there is nothing to display.Edit the ticket and select the help topic that has the associated custom forms.Save the ticket, and then go back in and I think that the empty fields will appear so that you can populate them if you want to.Or at least that what I was doing in 1.8.1... now that I'm running 1.8.1.2 I haven't actually looked at that.

Ichigo

Hi ntozier,I have done that but the custom form did not appear even after I assign it to the associating topic.Will you be able to take a look at 1.8.1.2 and see if you are facing the same as I am?Thanks!

ntozier

I see that you are correct (just tested on my 1.8.1.2 install). It appears that there is no way to add these fields after a ticket has been created using the ui at this time. You may want to post on github and open an issue for this.

alex_del

Same issue there on V1.8.1.2.Please Ichigo open a post on GitHub.

alex_del

I opened a new request on GitHub there:https://github.com/osTicket/osTicket-1.8/issues/721

ntozier

Thanks Alex_del. I comment on the thread also.

Ichigo

Thanks Alex_del and ntozier for the confirmation as well as raising the request in GitHub.