Ticket Creator Variable

jjmicro

Looking for a way to edit the new ticket created email template to include the name of the staff member who created the ticket.

Most of our tickets are created by a staff member and when the new ticket created email alert comes in via email, we'd like to be able to tell who actually created the ticket.

Is there a variable for who the ticket was created by?

The standard ticket view screen names the ticket creator just under the very first thread entry. So I feel like the data is in the database. But using what variable?

jjmicro

It looks like the data is stored in the database here: ost_thread_event

Any row with event_id = 1 is a ticket creation.

From that row, you can pull the staff_id, uid, or username for who created the ticket.

If I can pull any one of those pieces of data into the email template for New Ticket Alert, I could solve my problem.

Any suggestions?

For reference, I'm running osTicket v1.10.4.

ntozier

I do not believe that there is a ticket template email for that value. So you would have to code your own variable and add it.

jjmicro

Can you recommend any resources that would point me in the right direction of how to write my own variables?

ntozier

I would look at the code to see how other email template variables are coded and clone one of them. Sadly I'm not at a place where i can look at the code right now to give more direction than that.

jjmicro

@ntozier
I've spent the weekend looking at the email template variables and I don't see how exactly they are querying the database. I know where the data is stored in the database, just not how to reference it as a variable. Any suggestions?

KevinTheJedi

@jjmicro

It'd be something like this (below is just an example):
https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L1851-L1948

getVarScope is to define the meta and getVar references the function to call to return the data for the variable. Create a function to retrieve and return the data you want (ie. Staff's name who opened ticket) in the class it's meant for, then create a scope for the variable (to explain what it does and so you can select it), then reference the function you created earlier in the getVar function, and then edit the template to include your variable.

Here's a better example using Thread:
https://github.com/osTicket/osTicket/pull/4613

Cheers.