Custom form not added for tickets received via email

AlexanderBC

Hi all,

I am using osTicket (Awesome) 1.15.3.1.
I receive tickets via my mailbox ticket@... which works fine.
I set a default help topic for tickets coming from that email address in the email addresses settings.
The help topic is assigned correctly but the custom form that should be added through the help topic is not added to the ticket.
It looks like custom forms are only added when a user or agent creates new tickets via web forms but now if new tickets are created via email.
Is this a bug or am I doing something wrong?

Thanks & best regards
Alexander

ntozier

empty forms are not saved.
emails cannot populate forms so they are empty.

Agent would have to manage forms on the ticket, add the form, and then edit it to populate data into the fields.

AlexanderBC

ntozier

Thats not correct I think.
It is a form with only internal fields, so a user can not fill anything either.
But when a ticket is created by a user via the web form, the custom form is added to the ticket.

The form has a field that needs to be filled in order to be able to close the ticket.
Therefore I want it to be present on every ticket so that the agents can not forget to provide this information.

AlexanderBC

Is this a bug or intended?
I would expect that the form is added via email too.

ntozier

It's been this way since they added custom forms, and it intentional.

If you have a field that you want present on every ticket... then you should add it to the Ticket Details form (the default built in one). We have a required to close field (time spent) and that is where we added it in our production sites.

AlexanderBC

ntozier

Thank you.
I changed it now so that the "required to close fields" are in Ticket Details form.

But anyhow it would make more sense if the forms are added via email, too, in my opinion.

gerundt

We had the same problem and I wrote a patch for it:
https://github.com/osTicket/osTicket/pull/5906

Unfortunately it has not yet been accepted! 🙁

KevinTheJedi

@gerundt

We don't add Forms to Tickets created via Email by design.

Cheers.

gerundt

osTicket (Admin Panel -> EMails -> Update EMail Address) say something different 😆 :

We have an mail address for "IT" and one for "SAP" tickets. In SAP we need some more fields for cost tracking. In the past must the agent added the form manuelly when he crap the ticket. A much anoing work! Now after my patch the agent need only to fill the values.

If you look at my patch, you will see that it don't change much. But it is a big simplification for the users.

KevinTheJedi

@gerundt

I confirmed with the Team that it's by design that we do not add Forms to emailed Tickets (yea the help tip in this case is incorrect). We are thinking about making this configureable however so please stay tuned!

Cheers.

gerundt

KevinTheJedi

Can I help you with this? The first part from the patch is there. I must only add the option. What do you thing about this:

Add Forms to Emailed Tickets

If Enabled, forms associated with the Help Topic will be added to the ticket created via Email Address. But the forms will not have any data.

Settings -> Tickets -> Settings

It would be a concern for me to get it upstream!

JuVDC

Hey there, this has never been merged the main product right?

gerundt

Unfortunately not. 😒

However, for the moment I have also given up on osTicket development. It's too frustrating to get the changes into the project. 🤷‍♂️

gerundt

I created a new version from my pull request: https://github.com/osTicket/osTicket/pull/6185

This time it has a mail option, which ist off by default! Hopefully it get this time upstream.

SophiaXiong

We want this feature too!!!