Agents reply to tickets via email

jburatto

Hello,I've seen few threads on this topic but none of them were solved, imho.We use emails to allow our agents to reply to tickets and we want the response to be sent to the customer.Current osTicket's behaviour is that the agent's reply is saved as a note which is internally stored but not forwarded to customer.There is a "workaround" in the forums for previous osTicket which doesn't apply to 1.10 (current) version.a) anyone has already a patch for 1.1 ?b) is this in the roadmap of the osTicket product ?b) anyone want to help to develop a MOD for this ?Thank you all and the osTicket teamJulienPS: we currently use Cerberus https://cerb.ai to manage tickets and we cannot move to osTicket because of this.

ntozier

Q: a) anyone has already a patch for 1.1 ?A: There is no such version as 1.1. So no one has a patch for this... Do you mean 1.10 or 1.11 which isn't out yet?Q: b) is this in the roadmap of the osTicket product ?A: Not that I know of.Q: b) anyone want to help to develop a MOD for this ?A: I'd like to see this developed as a plugin, but do not have any interest in the feature myself.

walhallaJ

Hi,I think he was talking about 1.10. We would need this very urgently too, because some staff is always out of the office but has to answer tickets. If anyone has a solution it would be great because we cant really use without this function. In the past there were some hacks - but I couldnt find for 1.10.Thanks for any idea / solution!!!Walhalla

ntozier

I believe that there is a PR on github that allows this, or its in a thread here on the forums.

walhallaJ

What is a "PR"? I searched much time now and didnt find anything. D you remeber any words I could search for?

blueyeguy

PR = Pull Request

walhallaJ

Hi and thanks! Searched there and found ->> https://github.com/osTicket/osTicket/issues/2242Seems that many people would be very happy having this feature because they need it too and many of them requested alraedy in earlier versions. Maybe that OS should think about just implementing the code that others have written ... maybe as an option one can de/activate?!Will try this patch today at night if nnobody is working / using the system and hope tat it works (again)!Thanks ... regardsWalhalla

wizard210

@[deleted] is this working?

jburatto

@[deleted] Yes I meant osTicket (v1.10)I understand you are not interested in adding this as a feature, it's too bad coz I feel many need this, I've seen this implementation present in many other ticketing systems. if you could help me speeding things up, I could put this in a plugin, but as I've never done it before, I would need some help (I've already read the doc about how to create a plugin)@[deleted] That "MOD" is the one I took the idea from, but it should be packed in a pluginPS: If you want to test the patch, see thishttps://github.com/osTicket/osTicket/issues/2242#issuecomment-293012872PR on Github is here: https://github.com/mikshepard/osTicket-1.8/commit/c23fe01485cc5bda841fcd2d0611bf7cb3251710

ntozier

"I understand you are not interested in adding this as a feature, it's too bad coz I feel many need this, I've seen this implementation present in many other ticketing systems. if you could help me speeding things up, I could put this in a plugin, but as I've never done it before, I would need some help (I've already read the doc about how to create a plugin)"On the contrary I believe that this should be a feature, and that the admin should be able to toggle if it is enabled or not. That being said I already pointed you in the direction of "I believe that there is a PR on github that allows this, or its in a thread here on the forums."

Rich_C

@[deleted] "That "MOD" is the one I took the idea from, but it should be packed in a plugin"^ This is really what I'd like to see get some clarity to those who are active within the community here. It is also why a roadmap or what CORE osTicket is meant to do needs to be defined and done clearly. I also think that if osTicket does go in this direction that there should be some sort of approval where the team allows for 3rd Party free plugins to be posted on the main site to make them easier to obtain for the average person.For example from what I can tell CORE osTicket is meant to ONLY manage issue tracking and basic reporting of issues. It is also only meant to support native authentication & document storage. Thus items like additional authentication options/ sources, additional file storage options etc. are all to be managed via the creation and use of plugins. Extending osTicket into other options/items like Asset Management and other additional functionality is also to be managed by plugins.The above seems to be the general direction I am seeing. Where it gets REAL fuzzy is when the CORE features (such as this issue - tweaking email support native to CORE) come up....the other issue I see with many of these mods and PR's is that some do not include a means of toggling them on and off.my two cents...

pcjkollmorgen

@[deleted] @[deleted]I've made a branch for the patch so it can use used like a PR for v1.10.x.https://github.com/perryk/osTicket/commit/f0036276e2c4aa21d9b0fd147a230c79ba349e95I usually apply this with with something like:git remote add perryk https://github.com/perryk/osTicket.gitgit pull --no-edit perryk mod-allow-agent-emails-to-usersWe have used this with v1.10 for a while. Mostly we stick to using the web interface however it is certainly handy occasionally to be able to quickly reply via email.

jburatto

Well, topic is complex.Core or plugin ? that's not me to tell, imho.As a user and very bad developer, I've contributed to open source projects starting from linux kernel modules, java softwares, php projects and so on.I personally love the "plugin" approach where a company integrate in the "core" the features that comes from their product management and plugins coming from the community.Then a company may also provide some "featured" plugins or pre-install them in the core (see WordPress).What I personally find very frustrating in a product/company is:Poor documentationNot listening of user's needsCommunity projects are very valuable because users can tell you what path to follow and sometimes also develop a branch of code to start with. For the second point, listening, I personally don't care really, but when I find poor docs I get frustrated.Going back to osTicket, I could do the plugin thing, and I would do two:Respond via email (code ready)Apply filters also to email (not only for new tickets so that you can hit command (like "close the ticket") via emailMy two cents :-)Julien

ACTSolutions_Ryan

This mod is a beautiful representation of how the community works together to get something done. As our agents are often in the field, this is a vital mod for OST that was a make or break aspect to it being a functional addition to our support strategy.WTG community, appreciate the great code!I put this patch in place by directly editing the pages after making a backup of each page edited. Works a treat!

Pietro_Aretino

@[deleted]Do you by chance have a simple guide on installation for your plugin? Is it even a plugin or are you replacing specific PHP files with your own?

jburatto

Pietro, if you check in githb you find a patch file that you can apply to your current file no installation, no package yet

pcjkollmorgen

Correct, this is not a plugin.You can see what needs to be done manually to edit the php files directly or you can apply my branch using git.

sahilrana09

Hello all,
Has this feature been included in OsTicket yet? If so, how do I enable my agents emailing to tickets?

ntozier

There has been no change in this.