Creating New Email Template - CORE

zgjonbalaj

I have a question regarding the default email templates used on the system for notifications & alerts. If i wanted to create a new email template very similar to the "agent template - transfer alert" except to be used to notify the customer instead of just staff when their ticket has been transferred what files am I looking to modify?class.template.phpclass.ticket.phpI am not so much concerned about being able to edit the template for now just as long as the customer gets an email stating your ticket has been transferred etc etc. I am going through the core files now and just trying to narrow down how much work is really involved.Regards,Jim

Chefkeks

Hi Jim,with the latest version of osTicket (currently 1.9.3) it's possible to change the email templates at the UI. Just have a look at it: Admin Panel -> Emails -> TemplatesThere you can also edit the existing template and/or create your own template ;)Greetings,Michael

zgjonbalaj

Hi Jim,

with the latest version of osTicket (currently 1.9.3) it's possible to change the email templates at the UI. Just have a look at it: Admin Panel -> Emails -> Templates

There you can also edit the existing template and/or create your own template ;)

Greetings,

Michael

Thanks for your reply Michael, I did go through those templates but the only template for transfer alert is under agents. What I am hoping to do is create a transfer alert for the customer so that when a ticket is assigned or transferred to an agent the customer is notified with some information about the transfer. I assumed i would need to create a new template set that has that extra added template.

Chefkeks

Ok, misunderstood this with the transfer - thought you meant the agent transfer alert.At the moment there is no template to inform the user about the transfer. So you will have to modify the source directly or, if it's possible to teach your agents, create a canned response which contains some info for the user that the ticket was transfered and before or directly after each transfer "post reply" this canned response to the user. Just suggesting this, because modifiying the source is something that may "blocks" you from upgrading to newer versions which is really important.

ntozier

@[deleted] you are correct that to add additional alerts that you would have to edit core file. Unfortunately this is not something that I have personally tried to do and do not have an answer for you.I'm going to move this thread to mods and customizations so that hopefully someone else who has done this will see it and give you a better answer.edit: Oh and you might want to actually post what version of osTicket you are running.

zgjonbalaj

@[deleted] Thanks for your help again, I think the only workaround updating would be to constantly update the changes on the files. Not the best approach but only one I can think of other than working out a module of sorts. I did go ahead and create the canned responses as a temporary solution but eventually I would like to implement a change into the core. @[deleted] Thank you, yea i figured it would involve just duplicating a lot of the functionality from those agent ticket assignment & transfer alerts and updating the functions on the Ticket class accordingly. I appreciate you placing this on the mods forum hopefully someone will know a quick solution to this.Im using version 1.9.4 rc5