Can message be included on mal to staff?

[bart_arg]

I have tried to include %%MESSAGE%% in new_ticket_staff.txt making some changes in submit_ticket.php but it does not work.
Can anybody help?
I would like to receive the customer message with the e-mail

Many thanks

[lambertlambert2003]

im trying to do the same, any help??

[bcassaro]

Did you ever fiqure this out? That is exactly what I tried.

[bcassaro]

Kleman,

I don't know if you can help me this this. But I am trying to figure out how to include the message body in the e-mail to staff along with the custom fields. This is what I have so far:



A new support ticket has been submitted by: %%NAME%%

Subject: %%SUBJECT%%
Ticket ID: %%TRACK_ID%%

Contact E-Mail: %%HESK_EMAIL%%
Phone Number: %%HESK_custom1%%
Computer Name: %%HESK_custom2%%
Your Location: %%HESK_custom1%%
Desk Phone Extension: %%HESK_custom2%%

Problem Description: %%MESSAGE%%

You can manage this ticket here:
%%TRACK_URL%%

[chiphh]

Hi Klemen,
I haved been digging around and found that my request to add the message content to the body of the email has not been answered.

I would appreciate it if you could reply as I too have tried unsucessfully to add %%MESSAGE%% in the body of the mail.

If you are worried about a security conflict don't worry as many help desks provide these feature and don't seem to have any problem with it, however it is very helpful for customers and support staff when there is more than one ticket open at the same time from the same user,

Thanks a bunch

[Klemen]

It's on my "to do" list for the next version (in May probably?), but it's too much editing and things to consider to be able to help you out here. So I'm afraid you will have to wait for the next version to get this functionality.

[chiphh]

Ok thanks for the response I can wait for May - keep up the excellent work.

Cheers

[danyanderson]

I have tried to include %%MESSAGE%% in new_ticket_staff.txt making some changes in submit_ticket.php but it does not work.
Can anybody help?
I would like to receive the customer message with the e-mail

Many thanks

Hi bart_arg,

I dont know if it is that you need, but anyway try:

submit_ticket.php

Put

Code: Select all

$messagetomail = $message;

between

Code: Select all

$message=hesk_makeURL($message);
$message=nl2br($message);

and after code below

Code: Select all

if (count($admins)>0)
{
$trackingURL_admin=$hesk_settings['hesk_url'].'/admin/admin_ticket.php?id='.$trackingID;

$message=file_get_contents(HESK_PATH.'emails/'.$hesk_settings['language'].'/new_ticket_staff.txt');
$message=str_replace('%%NAME%%',$name,$message);
$message=str_replace('%%SUBJECT%%',$subject,$message);
$message=str_replace('%%TRACK_ID%%',$trackingID,$message);
$message=str_replace('%%TRACK_URL%%',$trackingURL_admin,$message);
$message=str_replace('%%SITE_TITLE%%',$hesk_settings['site_title'] ,$message);
$message=str_replace('%%SITE_URL%%',$hesk_settings['site_url'] ,$message);

put

Code: Select all

$message=str_replace('%%MESSAGE%%',$messagetomail,$message);

In the file /emails/new_ticket_staff.txt after code below

Code: Select all

Ticket subject: %%SUBJECT%%
Tracking ID: %%TRACK_ID%%

put

Code: Select all

Message:
%%MESSAGE%%

I've tested here and it has worked fine.

Regards,

Dany Anderson

[resten]

Hi Danny,

I just wanted to say thank you for that solution. I have now implemented it and it works perfectly.

Kind regards
Dan

[ictconsulting]

Yes, Dany, good man yourself

[allawrence]

Can't match up some of the lines of code mentioned to the current version of Hesk (3.0.4); hopefully it is not my eyes playing tricks.. if it would not be too much trouble can you update your code?



Thanks

Al

[Klemen]

Where did ou find Hesk version 3.0.4??

%%MESSAGE%% is included and works by default in the latest Hesk (2.1).

[allawrence]

My apologies... should have said 2.1

Working on 2 different programs...

[ugogo.info]

The %%MESSAGE%% works fine for me in 2.1, thanks !

[anilthomas]

I added same as instructed but it didnt work. Let me know how to correct it please.

the file submit_ticket.php the lines from 280



if (count($admins)>0)
{
$trackingURL_admin=$hesk_settings['hesk_url'].'/admin/admin_ticket.php?track='.$trackingID;

$msg = hesk_getEmailMessage('new_ticket_staff');
$msg = str_replace('%%NAME%%',hesk_msgToPlain($name,1),$msg);
$msg = str_replace('%%SUBJECT%%',hesk_msgToPlain($subject,1),$msg);
$msg = str_replace('%%TRACK_ID%%',$trackingID,$msg);
$msg = str_replace('%%TRACK_URL%%',$trackingURL_admin,$msg);
$msg = str_replace('%%SITE_TITLE%%',$hesk_settings['site_title'],$msg);
$msg = str_replace('%%SITE_URL%%',$hesk_settings['site_url'],$msg);
$msg = str_replace('%%MESSAGE%%',hesk_msgToPlain($message,1),$msg);
$msg = str_replace('%%MESSAGE%%',$messagetomail,$message,$msg);

/* Send e-mail to staff */
$email=implode(',',$admins);
$headers = "From: $hesk_settings[noreply_mail]\n";
$headers.= "Reply-to: $hesk_settings[noreply_mail]\n";
$headers.= "Return-Path: $hesk_settings[webmaster_mail]\n";
$headers.= "Content-type: text/plain; charset=".$hesklang['ENCODING'];
@mail($email,$hesklang['new_ticket_submitted'],$msg,$headers);

thanks for the help