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Posted: Sat Jun 12, 2010 11:31 am
by Klemen
Don't fix if it ain't broke
Emails Subject Flieds
Posted: Thu Jul 08, 2010 3:13 pm
by southernmoney
Hi Klemen,
I would like to insert the client name again in the ticketing emails subject field. Please assist again as I have installed the latest version.
Regards.
Posted: Thu Jul 08, 2010 3:21 pm
by Klemen
Have you tried using $tmpvar['name'] instead of $name?
Emails Subject Field
Posted: Thu Jul 08, 2010 3:34 pm
by southernmoney
Hi Klemen,
No! I do nothing without you approving. I know to little and trust none but you. Smile...
Please indicate what I should change to what and in which file [for staff and client all emails]
Appreciated.
Posted: Thu Jul 08, 2010 4:37 pm
by Klemen
Since you are such a supporter of Hesk development, let it be
--> STAFF NOTIFICATION OF NEW TICKET
In the
submit_ticket.php and in
admin/admin_submit_ticket.php change:
to:
Code: Select all
$hesklang['new_ticket_submitted'].' by '.$ticket['name']
--> CUSTOMER NOTIFICATION OF NEW TICKET
In the
submit_ticket.php and in
admin/admin_submit_ticket.php change:
to:
Code: Select all
$hesklang['ticket_received'].' by '.$ticket['name']
--> STAFF NOTIFICATION OF NEW CUSTOMER REPLY
In the
reply_ticket.php change:
to:
Code: Select all
$hesklang['new_reply_ticket'].' by '.$ticket['name']
Posted: Fri Jul 09, 2010 1:01 pm
by hollandsedrop
Hi Klemen,
this not work v2.2
help please?
Posted: Fri Jul 09, 2010 1:55 pm
by Klemen
Just tested it and works for me in v2.2
Re: Email / Ticket Subject Field
Posted: Fri Dec 03, 2010 2:37 pm
by aknight
I am looking to add the ticket number to the subject line,
I replaced
with
Code: Select all
$hesklang['ticket_received'].' - '.$ticket['trackid']
but it did not work, what am I doing wrong?
Re: Email / Ticket Subject Field
Posted: Sat Dec 04, 2010 7:06 pm
by Klemen
You didn't mention which file you're editing, but you might want to see if using $trackingID helps.
Re: Email / Ticket Subject Field
Posted: Thu Sep 29, 2011 3:31 pm
by Lisaweb
Tried this in Version 2.3 and it didn't work. Oddly, it didn't seem to break it either. Just no change. So I'm going to try the other hack found
here.
If this needs to be tweaked to work in 2.3, any suggestions would be appreciated. Thanks!
Klemen wrote:Since you are such a supporter of Hesk development, let it be
--> STAFF NOTIFICATION OF NEW TICKET
In the
submit_ticket.php and in
admin/admin_submit_ticket.php change:
to:
Code: Select all
$hesklang['new_ticket_submitted'].' by '.$ticket['name']
--> CUSTOMER NOTIFICATION OF NEW TICKET
In the
submit_ticket.php and in
admin/admin_submit_ticket.php change:
to:
Code: Select all
$hesklang['ticket_received'].' by '.$ticket['name']
--> STAFF NOTIFICATION OF NEW CUSTOMER REPLY
In the
reply_ticket.php change:
to:
Code: Select all
$hesklang['new_reply_ticket'].' by '.$ticket['name']
Re: Email / Ticket Subject Field
Posted: Thu Sep 29, 2011 4:15 pm
by Lisaweb
Ahah! I started thinking about it, and realized that I use the email piping feature in 2.3, so I need to make these changes in the /inc/mail/hesk_pipe.php file
instead. Changed the following and it's working great:
Changed:
Code: Select all
/* Send e-mail */
hesk_mail($tmpvar['email'],$hesklang['ticket_received'],$msg);
to
Code: Select all
/* Send e-mail */
hesk_mail($tmpvar['email'],$hesklang['ticket_received'].' by '.$ticket['name'].' : '.$ticket['subject'],$msg);
Changed:
Code: Select all
/* Send e-mail to staff */
hesk_mail($autoassign_owner['email'],$hesklang['ticket_assigned_to_you'],$msg);
to:
Code: Select all
/* Send e-mail to staff */
hesk_mail($autoassign_owner['email'],$hesklang['ticket_assigned_to_you'].' by '.$ticket['name'].' : '.$ticket['subject'],$msg);
Changed:
Code: Select all
/* Send e-mail to staff */
$email=implode(',',$admins);
hesk_mail($email,$hesklang['new_ticket_submitted'],$msg);
to:
Code: Select all
/* Send e-mail to staff */
$email=implode(',',$admins);
hesk_mail($email,$hesklang['new_ticket_submitted'].' by '.$ticket['name'].' : '.$ticket['subject'],$msg);
Re: Email / Ticket Subject Field
Posted: Thu Sep 29, 2011 4:40 pm
by Lisaweb
For better formatting, and to also add the ticket number, I changed all the email coding to the following. Worked great.
Code: Select all
hesk_mail($tmpvar['email'],$hesklang['ticket_received'].' ['.$ticket['trackid'].'] '.$ticket['name'].' ['.$ticket['subject'].']',$msg);
hesk_mail($autoassign_owner['email'],$hesklang['ticket_assigned_to_you'].' ['.$ticket['trackid'].'] '.$ticket['name'].' ['.$ticket['subject'].']',$msg);
hesk_mail($email,$hesklang['new_ticket_submitted'].' ['.$ticket['trackid'].'] '.$ticket['name'].' ['.$ticket['subject'].']',$msg);
Enjoy!
Re: Email / Ticket Subject Field
Posted: Thu Sep 29, 2011 5:56 pm
by hollandsedrop
Perfect!
Re: Email / Ticket Subject Field
Posted: Thu Sep 29, 2011 6:18 pm
by Lisaweb
Thanks!
This is kinda fun. After tweaking, used another format that I like even better:
Code: Select all
hesk_mail($tmpvar['email'],$hesklang['ticket_received'].' [#'.$ticket['trackid'].'] '.$ticket['subject'].' ['.$ticket['name'].']',$msg);
Looks like:
Ticket received [#12A-PHA-U179] Ticket Subject [Submitter Name]
This format seemed the most easy to read in my email client. But this code is very easy to tweak into any number of combinations, to whatever one prefers.
hollandsedrop wrote:Perfect!
Re: Email / Ticket Subject Field
Posted: Fri Nov 04, 2011 4:11 am
by promptcs
this is really helpful but I would also like to edit the e-mail message. I would like to figure out how to make the email come in like this...
The metadata
from: <user submitted e-mail>
To: <the correct help desk staff
Subject <name> has submitted <ticketid> <subject>
The message
A new Ticket has been submitted by <name><e-mail address>
Ticket Number:<ticket number>
Ticket Subject:<subject>
Yours Issue:
<message>
Manage this ticket
<url of ticket>
*DO NOT REPLY TO THIS E-MAIL*
This is an automated e-mail message sent from our support system. Do not reply to this e-mail as we won't receive your reply, use the link above for proper communication!
Yours sincerely,