Subject not displayed in admin replay

[brveljkovic]

Hi, here is a problem:
When I create new ticket as admin, I receive email notification with subject of ticket displayed. When I replay to the ticket the subject is not there. Any ideas,
thanks
Branko

[Klemen]

You will probably need to modify email templates to fit your needs, for instructions see here:
http://www.hesk.com/knowledgebase/?article=35

[brveljkovic]

I think that if I modified this templates, the changes will appear only in message body, but not in email subject - title of an email, if you know what I mean.
thanks

[Klemen]

Aha, subjects can't be changed that easily at the moment, but they will be editable the same way as messages in version 2.4 that should be released in following months.

[Nathanoj]

Thanks for your time, Klemen. We were actually able to get it to work for admin_submit_ticket by adding $subject to the send message function. These these message threads helped us to get that far:
viewtopic.php?t=1479
viewtopic.php?f=13&t=1701
viewtopic.php?f=13&t=2801&p=16285&hilit ... ket#p16285

But we're having a hard time figuring it out for admin_ticket_reply.

Any ideas?

Much thanks,

[Klemen]

The subject (and other variables) are in the $ticket array, try using

Code: Select all

$ticket['subject']

instead of $subject (that may or may not be set).

For version 2.4 I've added an easier way of modifying subjects with special tags, just like you can modify email template now.

[Nathanoj]

Thanks so much Klemen! That did the trick!

When we upgrade to 2.4, what do you recommend? Will these files be overwritten with your new versions?
reply_ticket.php
submit_ticket.php
admin_submit_ticket.php
admin_reply_ticket.php

If so, will we be able to do get the same results in a different way?

If that's a bridge we should cross when we come to it, I understand. Just glad to have it working now.

Sincerely,
Jon

[Klemen]

These files will indeed be overwritten in 2.4

However, modifying the subjects will be much easier - simply by editing the text inside the language file (language/en/text.php). You will be able to use special tags like %%SUBJECT%% that will be dynamically replaced.

For example in version 2.3 when someone submits a ticket with subject "Printer problems" the assigned staff member receives an notification with subject "New ticket assigned to you".

In 2.4 the default format will be "[%%TRACK_ID%%] New assigned ticket: %%SUBJECT%%", so the email subject will actually look like this by default: "[123-456-7890] New assigned ticket: Printer problems"

[smegnl]

Just installed 2.4, trying to make the customizations to it that I had in 2.3. So far everything is going well, except the subject of the email that goes out to staff and customers. We send the tickets via txt so we are limited to the amount of characters. I want to change the subject from:

[123-456-7890] New assigned ticket: Printer problems

to some thing like New TKT: Printer Problems.

I read thru your post above, but did not quite understand it.

Thanks for the great product. We are going to move to it this year, and defiantly buying a licence. It is well worth the asking price!!!

[Klemen]

As of 2.4 subject templates are in the language/en/text.php file.

Open text.php in a plain text editor and find

Code: Select all

$hesklang['ticket_assigned_to_you'] = '[#%%TRACK_ID%%] Ticket assigned: %%SUBJECT%%';

Then change it to something like

Code: Select all

$hesklang['ticket_assigned_to_you'] = 'New TKT: %%SUBJECT%%';

You can use these special tags in email subjects:
%%SUBJECT%%
%%TRACK_ID%%
%%CATEGORY%%
%%PRIORITY%%
%%STATUS%%


More documentation will be included in final release in August.

[Nathanoj]

Hi Klemen,

I've been hesitant to upgrade to 2.4 because of the mods we made previously. Is the procedure just to make a backup of these 4 files
reply_ticket.php
submit_ticket.php
admin_submit_ticket.php
admin_reply_ticket.php

...then install 2.4, then replace the 2.4 files with the backups?

Sincerely,
Jon

[Klemen]

That won't work because these files have been modified in 2.4.x

You will need to:

- note what changes you did to HESK
- upgrade
- apply changes to the new version