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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Content at the ticket assignment

Hello osTicket Community,

is it possible to add the content from the customer email (ticket) to the ticket assignment?

Subject work with the variable: %{ticket.subject}
but the content with %{ticket.response} or %{ticket.message} is not work :(

What is the right variable for the email content?

Comments

  • edited August 2014
    We use:

    Hi %{recipient},

    New ticket #%{ticket.number} created

    From: %{ticket.name} <%{ticket.email}>
    Department: %{ticket.dept.name}
    Subject: %{ticket.subject}
    Agency: %{ticket.agency}
    Phone: %{ticket.phone}

    %{message}


    To view or respond to the ticket, please login to the support ticket system
    Your friendly Customer Support System
    Powered By osTicket

  • Hmm "%{message}" not work :( see my picture:
    osticket00.png
    569 x 252 - 8K
  • image
    osticket00.png
    569 x 252 - 8K
  • We use %{ticket.thread.original} to display the "original" message from the end user when a ticket is assigned. Our email template looks like:

    Howdy %{assignee.name.first},

    Ticket #%{ticket.number} has been assigned to you by %{assigner.name} with the following comment:

    %{comments}



    Below you can view the assigned ticket with ID #%{ticket.number} in detail:

    From: %{ticket.name} <%{ticket.email}>
    Phone:  %{ticket.phone}


    %{ticket.subject}


    %{ticket.thread.original}




    To view/respond to the ticket, please login to the support ticket system
    Your friendly Customer Support System
    Powered by osTicket
  • Jihhaa, the variable "%{ticket.thread.original}" is the right one! Thank you!!! :)
  • Hi All,

    About the variable %{ticket.thread.original}, besides of assignment email notification, in which template we can use it?

    thanks.
  • @JohanWijaya
    That thread is from mid 2014 and instead of hijacking it, please start your own thread. Closing this discussion here.
This discussion has been closed.