Can files that have been added to a form be sent out in the new ticket alert?

cruzzlie

I think i read that this is correct, but I'm having some issues with it. I'm running version 1.10.5.
I edited the new ticket alert and added the %{message.files} along with some other changes. Everything worked except for adding the attachments. Instead I get just the text. "%{messge.files} in it. Can someone please verify this is the correct method.

ntozier

Last I checked (which was circa 11/2015) that was the variable. But since they added the variable type ahead in templates I stopped paying attention to what variables are in what version.

cruzzlie

Is there a way I can check it myself? It did show as a correct variable with the type ahead, but I thought maybe I was using it the wrong way or something. I'm new to OSticket so I'm just going off what I can find in the forums, most of which is kinda vague or in older versions.

ntozier

I think that I know what it issue is. You're adding a file via a form and not attaching it to the response.

I'll ask a dev but I dont think that you can send file attached to a subform via email.

ntozier

Since you are using a variable to house the attachment try adding this variable to your template:
%{ticket.variable_name}

where 'variable_name` is the variable name that you gave the field in manage -> forms

cruzzlie

Thanks for the response, I am using a form to submit it. I did also try the %{ticket.variablename} in my case I used Photos. It was actually the first method i used before even searching, unfortunately it just printed out the name of the attachment, not the actual file. I'm about to test another method, having an agent create the ticket internally, and adding the attachment at that point and seeing if it will send out.

cruzzlie

Nah, same thing, which makes sense.
Maybe there is another way to go about this that I don't know of. What I'm really trying to achieve is have a notice/document sent out to a certain group when this type of ticket is created. It's almost always going to contain photos, as its a quality control document. The group that it's going to go to will not usually be dealing with the ticket directly, sometimes one of them might, but I wanted to use the email as a document that they all get, without having to log into the system to see all the information, lazy users and simplified methods being the reasons. I was then planing on modifying the other type of alerts for this group do continue the process when other steps happen, new tasks being created and completed, new notes added, all the stuff that seems to be doable. I might just be reaching to much here, I know it's probably a little out of the scope for this product, but so far it's been a good fit. Any thoughts you have are much appreciated.

ntozier

is the field on the ticket details form? Or some where else?

cruzzlie

It's on a custom form, I do have several other custom fields, all with variables that I have been able to call up in that way. I did also try adding multiple attachments, and calling the %{ticket.Photos} and it listed the name of each file.

ntozier

If you can add the field to the ticket details form then it should work. I dont think that you can do it via sub forms.

cruzzlie

Yeah, that would be just fine to do. Still ends up the same way in the ticket. Does that need a different variable for the email template? I just tried adding the %{message.files} to the body of the template, after adding it to the ticket details form and still just gave me the text %{message.files} in the email.

cruzzlie

Do you have any other thoughts on this?

ntozier

You can add some screen shots of how you have it configured... otherwise nope.

cruzzlie

First image is the Ticket Details config.
2nd is the Template for the New Ticket Alert
3rd is the Email is generates.

ntozier

Try changing Attachs to attachs and use the variable %{ticket.attachs}.

%{message.files} is specifically for the built in attachment system, not a custom field.

cruzzlie

Tried it with the updated variable, to the lower case. It seems all that variable call does is list the name of the file of the attachment.