[resolved] Different email alerts based on chosen help topic

ludv1g

Version: osTicket (v1.15.2)

Hello,

At my helpdesk, I have 2 different help topics that tickets can be created from - Software support and Hardware support. If a customer creates a ticket for Software support, it triggers the email alert to our support-mail. The email template however, is now set with variables for Software support. For the hardware support, I would need to have other variables.

I am wondering if it is possible to create 2 different email templates, and set the Software email template to be chosen as alert when a ticket is created in the help topic for Software support. When a ticket is created from the Hardware support help topic, the Hardware support email template should be the chosen one.

Basically, Im looking for the possibility to send different email alerts based on what help topic the ticket was created from.

Just ask me if you wonder anything and I will try explain as well as I can.

Best regards

ramrajone

ludv1g
Yes, you can create another email template

Under Templates, click Add New Template Set
Then Name the Template
Enable it
Clone from current Template

Then change the settings on outgoing Email Settings Template Set from System Default to New Template

ludv1g

Hello,

I solved this problem by making two departments, and in the departments assign two different Email Templates for outgoing emails and it is working as I wanted now. Thanks for your input ramrajone!

Best Regards