Apologies for the lack of clarity. By 'a table', I was referring to a database table where each entry consists of fields such as ticketID, link, and additional custom filed from ost_ticket__cdata.
I appreciate your patience and will ensure to provide more detailed information moving forward.

not really, i need to generate the same link as %{recipient.ticket_link}
so something like
http://xxx.xxx/view.php?auth=o1xbeaaaaaraaaaa6srwRrsrthBDpA%3D%3D
and see the ticket in osTicket

I need a table like ticketID | link for fast visualization of the ticket

How can I generate the access link to a ticket?
I know there is the email templates with %{recipient.ticket_link} to generate it, but I need to take it and insert that into a custom table along with the access link

Greetings,
I've been exploring osTicket and successfully identified the storage location for the email body within ost_thread_entry.body. However, I'm currently struggling to locate where osTicket stores the email subject.

Could someone kindly guide me on the specific location or method to retrieve the email subject in osTicket? Your assistance in this matter would be greatly appreciated.

Thank you in advance for your support.

Best regards,

Hello KevinTheJedi,

Thank you for your prompt response. I appreciate the clarification on the limitation of filling custom fields via email.

To provide additional context, these custom fields are intentionally set as internal for operator use within our system. Users cannot directly see these fields via email or osTicket. Our goal is to leverage them for internal processes and system integration on the operator side.

Is there a recommended approach or workaround for operators to fill in these custom fields via email?

I appreciate any guidance you can provide.

Thank you,
Nricci

Hello osTicket community,

I'm currently facing an issue when trying to create a new ticket from an email. In particular, I have custom fields (e.g., customID) in the ticket form, and I'm struggling to fill these custom fields automatically when a ticket is created via email.

Details:

• osTicket Version: v1.17.5 (7c20036)
• Email Integration Setup: gmail
• Custom Field Label: customID, customCall
  Has anyone successfully configured osTicket to populate custom fields in the ticket form from an email? If so, could you please share the steps or provide guidance on how to achieve this?

Thank you in advance for your assistance!

NRicci

I tried, but the outcome is a new ticket. The only solution I found is to set the alert, reply to it, and then the message will be stored as an internal note, but not from a new email.

Best regards,
nick.

Hello,

I'm a newcomer to the platform and currently facing an issue while attempting to add internal notes to a ticket by replying to an email. Despite following suggestions from other questions, the system seems to be adding my response as a message or creating a new ticket instead.

I would greatly appreciate your guidance and assistance in resolving this matter. Could you please provide step-by-step instructions or insights on the correct procedure to ensure that my replies result in internal notes being added to the existing ticket?

Thank you for your support.

Best regards,
nick