Skip to content
Snippets Groups Projects
Commit 1ce690f0 authored by Peter Rotich's avatar Peter Rotich
Browse files

Add a new ticket auto-reply template 

 Template is used for canned auto-reply - triggered by filters.
parent ca6e1bc6
No related branches found
No related tags found
No related merge requests found
Hide whitespace changes
Inline Side-by-side
include/class.template.php
+ 15
− 1
View file @ 1ce690f0
......@@ -100,6 +100,9 @@ class Template {
case 'ticket_autoresp':
$tpl=array('subj'=>$this->ht['ticket_autoresp_subj'],'body'=>$this->ht['ticket_autoresp_body']);
break;
case 'ticket_autoreply':
$tpl=array('subj'=>$this->ht['ticket_autoreply_subj'],'body'=>$this->ht['ticket_autoreply_body']);
break;
case 'msg_autoresp':
$tpl=array('subj'=>$this->ht['message_autoresp_subj'],'body'=>$this->ht['message_autoresp_body']);
break;
......@@ -159,6 +162,10 @@ class Template {
return $this->getMsgTemplate('ticket_autoresp');
}
function getAutoReplyMsgTemplate() {
return $this->getMsgTemplate('ticket_autoreply');
}
function getReplyMsgTemplate() {
return $this->getMsgTemplate('ticket_reply');
}
......@@ -202,6 +209,9 @@ class Template {
case 'ticket_autoresp':
$sql.=',ticket_autoresp_subj='.db_input($vars['subj']).',ticket_autoresp_body='.db_input($vars['body']);
break;
case 'ticket_autoreply':
$sql.=',ticket_autoreply_subj='.db_input($vars['subj']).',ticket_autoreply_body='.db_input($vars['body']);
break;
case 'msg_autoresp':
$sql.=',message_autoresp_subj='.db_input($vars['subj']).',message_autoresp_body='.db_input($vars['body']);
break;
......@@ -283,8 +293,10 @@ class Template {
function message_templates(){
//TODO: Make it database driven and dynamic
$messages=array('ticket_autoresp'=>array('name'=>'New Ticket Autoresponse',
$messages=array('ticket_autoresp'=>array('name'=>'New Ticket Auto-response',
'desc'=>'Autoresponse sent to user, if enabled, on new ticket.'),
'ticket_autoreply'=>array('name'=>'New Ticket Auto-reply',
'desc'=>'Canned Auto-reply sent to user on new ticket, based on filter matches. Overwrites "normal" auto-response.'),
'msg_autoresp'=>array('name'=>'New Message Auto-response',
'desc'=>'Confirmation sent to user when a new message is appended to an existing ticket.'),
'ticket_notice'=>array('name'=>'New Ticket Notice',
......@@ -365,6 +377,8 @@ class Template {
.' ,cfg_id='.db_input($ost->getConfigId())
.' ,ticket_autoresp_subj='.db_input($info['ticket_autoresp_subj'])
.' ,ticket_autoresp_body='.db_input($info['ticket_autoresp_body'])
.' ,ticket_autoreply_subj='.db_input($info['ticket_autoreply_subj'])
.' ,ticket_autoreply_body='.db_input($info['ticket_autoreply_body'])
.' ,ticket_notice_subj='.db_input($info['ticket_notice_subj'])
.' ,ticket_notice_body='.db_input($info['ticket_notice_body'])
.' ,ticket_alert_subj='.db_input($info['ticket_alert_subj'])
......
include/upgrader/sql/f4da0c9b-00ff231f.patch.sql 0 → 100644
+ 17
− 0
View file @ 1ce690f0
/*
* @version=1.7RC2+
*
* Add auto-reply template.
*/
ALTER TABLE `%TABLE_PREFIX%email_template`
ADD `ticket_autoreply_subj` VARCHAR( 255 ) NOT NULL AFTER `ticket_autoresp_body` ,
ADD `ticket_autoreply_body` TEXT NOT NULL AFTER `ticket_autoreply_subj`;
UPDATE `%TABLE_PREFIX%email_template`
SET `ticket_autoreply_subj`='Support Ticket Opened [#%{ticket.number}]',
`ticket_autoreply_body`='%{ticket.name},\r\n\r\nA request for support has been created and assigned ticket #%{ticket.number} with the following auto-reply:\r\n\r\n%{response}\r\n\r\n\r\nWe hope this response has sufficiently answered your questions. If not, please do not open another ticket. If need be, representative will follow-up with you as soon as possible.\r\n\r\nYou can view this ticket''s progress online here: %{ticket.client_link}.';
-- update schema signature
UPDATE `%TABLE_PREFIX%config`
SET `schema_signature`='00ff231f2ade8797a0e7f2a7fccd52f4';
main.inc.php
+ 1
− 1
View file @ 1ce690f0
......@@ -63,7 +63,7 @@
#Current version && schema signature (Changes from version to version)
define('THIS_VERSION','1.7-RC2+'); //Shown on admin panel
define('SCHEMA_SIGNATURE','f4da0c9befa257b5a20a923d4e9c0e91'); //MD5 signature of the db schema. (used to trigger upgrades)
define('SCHEMA_SIGNATURE','00ff231f2ade8797a0e7f2a7fccd52f4'); //MD5 signature of the db schema. (used to trigger upgrades)
#load config info
$configfile='';
if(file_exists(ROOT_DIR.'ostconfig.php')) //Old installs prior to v 1.6 RC5
......
setup/inc/sql/osTicket-mysql.sql
+ 4
− 2
View file @ 1ce690f0
......@@ -289,6 +289,8 @@ CREATE TABLE `%TABLE_PREFIX%email_template` (
`notes` text,
`ticket_autoresp_subj` varchar(255) NOT NULL default '',
`ticket_autoresp_body` text NOT NULL,
`ticket_autoreply_subj` varchar(255) NOT NULL default '',
`ticket_autoreply_body` text NOT NULL,
`ticket_notice_subj` varchar(255) NOT NULL,
`ticket_notice_body` text NOT NULL,
`ticket_alert_subj` varchar(255) NOT NULL default '',
......@@ -317,8 +319,8 @@ CREATE TABLE `%TABLE_PREFIX%email_template` (
) ENGINE=MyISAM DEFAULT CHARSET=utf8;
-- TODO: Dump revised copy before release!!!
INSERT INTO `%TABLE_PREFIX%email_template` (`tpl_id`, `cfg_id`, `isactive`, `name`, `notes`, `ticket_autoresp_subj`, `ticket_autoresp_body`, `ticket_notice_subj`, `ticket_notice_body`, `ticket_alert_subj`, `ticket_alert_body`, `message_autoresp_subj`, `message_autoresp_body`, `message_alert_subj`, `message_alert_body`, `note_alert_subj`, `note_alert_body`, `assigned_alert_subj`, `assigned_alert_body`, `transfer_alert_subj`, `transfer_alert_body`, `ticket_overdue_subj`, `ticket_overdue_body`, `ticket_overlimit_subj`, `ticket_overlimit_body`, `ticket_reply_subj`, `ticket_reply_body`, `created`, `updated`) VALUES
(1, 1, 1, 'osTicket Default Template', 'Default osTicket templates', 'Support Ticket Opened [#%{ticket.number}]', '%{ticket.name},\r\n\r\nA request for support has been created and assigned ticket #%{ticket.number}. A representative will follow-up with you as soon as possible.\r\n\r\nYou can view this ticket''s progress online here: %{ticket.client_link}.\r\n\r\nIf you wish to send additional comments or information regarding this issue, please don''t open a new ticket. Simply login using the link above and update the ticket.\r\n\r\n%{signature}', '[#%{ticket.number}] %{ticket.subject}', '%{ticket.name},\r\n\r\nOur customer care team has created a ticket, #%{ticket.number} on your behalf, with the following message.\r\n\r\n%{message}\r\n\r\nIf you wish to provide additional comments or information regarding this issue, please don''t open a new ticket. You can update or view this ticket''s progress online here: %{ticket.client_link}.\r\n\r\n%{signature}', 'New Ticket Alert', '%{recipient},\r\n\r\nNew ticket #%{ticket.number} created.\r\n\r\n-----------------------\r\nName: %{ticket.name}\r\nEmail: %{ticket.email}\r\nDept: %{ticket.dept.name}\r\n\r\n%{message}\r\n-----------------------\r\n\r\nTo view/respond to the ticket, please login to the support ticket system.\r\n\r\n%{ticket.staff_link}\r\n\r\n- Your friendly Customer Support System - powered by osTicket.', '[#%{ticket.number}] Message Added', '%{ticket.name},\r\n\r\nYour reply to support request #%{ticket.number} has been noted.\r\n\r\nYou can view this support request progress online here: %{ticket.client_link}.\r\n\r\n%{signature}', 'New Message Alert', '%{recipient},\r\n\r\nNew message appended to ticket #%{ticket.number}\r\n\r\n----------------------\r\nName: %{ticket.name}\r\nEmail: %{ticket.email}\r\nDept: %{ticket.dept.name}\r\n\r\n%{message}\r\n----------------------\r\n\r\nTo view/respond to the ticket, please login to the support ticket system.\r\n\r\n%{ticket.staff_link}\r\n\r\n- Your friendly Customer Support System - powered by osTicket.', 'New Internal Note Alert', '%{recipient},\r\n\r\nInternal note appended to ticket #%{ticket.number}\r\n\r\n----------------------\r\n* %{note.title} *\r\n\r\n%{note.message}\r\n----------------------\r\n\r\nTo view/respond to the ticket, please login to the support ticket system.\r\n\r\n%{ticket.staff_link}\r\n\r\n- Your friendly Customer Support System - powered by osTicket.', 'Ticket #%{ticket.number} Assigned to you', '%{assignee},\r\n\r\nTicket #%{ticket.number} has been assigned to you by %{assigner}\r\n\r\n----------------------\r\n\r\n%{comments}\r\n\r\n----------------------\r\n\r\nTo view complete details, simply login to the support system.\r\n\r\n%{ticket.staff_link}\r\n\r\n- Your friendly Support Ticket System - powered by osTicket.', 'Ticket Transfer #%{ticket.number} - %{ticket.dept.name}', '%{recipient},\r\n\r\nTicket #%{ticket.number} has been transferred to %{ticket.dept.name} department by %{staff.name}\r\n\r\n----------------------\r\n\r\n%{comments}\r\n\r\n----------------------\r\n\r\nTo view/respond to the ticket, please login to the support ticket system.\r\n\r\n%{ticket.staff_link}\r\n\r\n- Your friendly Customer Support System - powered by osTicket.', 'Stale Ticket Alert', '%{recipient},\r\n\r\nA ticket, #%{ticket.number} assigned to you or in your department is seriously overdue.\r\n\r\n%{ticket.staff_link}\r\n\r\nWe should all work hard to guarantee that all tickets are being addressed in a timely manner.\r\n\r\n- Your friendly (although with limited patience) Support Ticket System - powered by osTicket.', 'Open Tickets Limit Reached', '%{ticket.name}\r\n\r\nYou have reached the maximum number of open tickets allowed.\r\n\r\nTo be able to open another ticket, one of your pending tickets must be closed. To update or add comments to an open ticket simply login using the link below.\r\n\r\n%{url}/tickets.php?e=%{ticket.email}\r\n\r\nThank you.\r\n\r\nSupport Ticket System', '[#%{ticket.number}] %{ticket.subject}', '%{ticket.name},\r\n\r\nA customer support staff member has replied to your support request, #%{ticket.number} with the following response:\r\n\r\n%{response}\r\n\r\nWe hope this response has sufficiently answered your questions. If not, please do not send another email. Instead, reply to this email or login to your account for a complete archive of all your support requests and responses.\r\n\r\n%{ticket.client_link}\r\n\r\n%{signature}', NOW(), NOW());
INSERT INTO `%TABLE_PREFIX%email_template` (`tpl_id`, `cfg_id`, `isactive`, `name`, `notes`, `ticket_autoresp_subj`, `ticket_autoresp_body`, `ticket_autoreply_subj`, `ticket_autoreply_body`, `ticket_notice_subj`, `ticket_notice_body`, `ticket_alert_subj`, `ticket_alert_body`, `message_autoresp_subj`, `message_autoresp_body`, `message_alert_subj`, `message_alert_body`, `note_alert_subj`, `note_alert_body`, `assigned_alert_subj`, `assigned_alert_body`, `transfer_alert_subj`, `transfer_alert_body`, `ticket_overdue_subj`, `ticket_overdue_body`, `ticket_overlimit_subj`, `ticket_overlimit_body`, `ticket_reply_subj`, `ticket_reply_body`, `created`, `updated`) VALUES
(1, 1, 1, 'osTicket Default Template', 'Default osTicket templates', 'Support Ticket Opened [#%{ticket.number}]', '%{ticket.name},\r\n\r\nA request for support has been created and assigned ticket #%{ticket.number}. A representative will follow-up with you as soon as possible.\r\n\r\nYou can view this ticket''s progress online here: %{ticket.client_link}.\r\n\r\nIf you wish to send additional comments or information regarding this issue, please don''t open a new ticket. Simply login using the link above and update the ticket.\r\n\r\n%{signature}', 'Support Ticket Opened [#%{ticket.number}]', '%{ticket.name},\r\n\r\nA request for support has been created and assigned ticket #%{ticket.number} with the following auto-reply:\r\n\r\n%{response}\r\n\r\n\r\nWe hope this response has sufficiently answered your questions. If not, please do not open another ticket. If need be, representative will follow-up with you as soon as possible.\r\n\r\nYou can view this ticket''s progress online here: %{ticket.client_link}.', '[#%{ticket.number}] %{ticket.subject}', '%{ticket.name},\r\n\r\nOur customer care team has created a ticket, #%{ticket.number} on your behalf, with the following message.\r\n\r\n%{message}\r\n\r\nIf you wish to provide additional comments or information regarding this issue, please don''t open a new ticket. You can update or view this ticket''s progress online here: %{ticket.client_link}.\r\n\r\n%{signature}', 'New Ticket Alert', '%{recipient},\r\n\r\nNew ticket #%{ticket.number} created.\r\n\r\n-----------------------\r\nName: %{ticket.name}\r\nEmail: %{ticket.email}\r\nDept: %{ticket.dept.name}\r\n\r\n%{message}\r\n-----------------------\r\n\r\nTo view/respond to the ticket, please login to the support ticket system.\r\n\r\n%{ticket.staff_link}\r\n\r\n- Your friendly Customer Support System - powered by osTicket.', '[#%{ticket.number}] Message Added', '%{ticket.name},\r\n\r\nYour reply to support request #%{ticket.number} has been noted.\r\n\r\nYou can view this support request progress online here: %{ticket.client_link}.\r\n\r\n%{signature}', 'New Message Alert', '%{recipient},\r\n\r\nNew message appended to ticket #%{ticket.number}\r\n\r\n----------------------\r\nName: %{ticket.name}\r\nEmail: %{ticket.email}\r\nDept: %{ticket.dept.name}\r\n\r\n%{message}\r\n----------------------\r\n\r\nTo view/respond to the ticket, please login to the support ticket system.\r\n\r\n%{ticket.staff_link}\r\n\r\n- Your friendly Customer Support System - powered by osTicket.', 'New Internal Note Alert', '%{recipient},\r\n\r\nInternal note appended to ticket #%{ticket.number}\r\n\r\n----------------------\r\n* %{note.title} *\r\n\r\n%{note.message}\r\n----------------------\r\n\r\nTo view/respond to the ticket, please login to the support ticket system.\r\n\r\n%{ticket.staff_link}\r\n\r\n- Your friendly Customer Support System - powered by osTicket.', 'Ticket #%{ticket.number} Assigned to you', '%{assignee},\r\n\r\nTicket #%{ticket.number} has been assigned to you by %{assigner}\r\n\r\n----------------------\r\n\r\n%{comments}\r\n\r\n----------------------\r\n\r\nTo view complete details, simply login to the support system.\r\n\r\n%{ticket.staff_link}\r\n\r\n- Your friendly Support Ticket System - powered by osTicket.', 'Ticket Transfer #%{ticket.number} - %{ticket.dept.name}', '%{recipient},\r\n\r\nTicket #%{ticket.number} has been transferred to %{ticket.dept.name} department by %{staff.name}\r\n\r\n----------------------\r\n\r\n%{comments}\r\n\r\n----------------------\r\n\r\nTo view/respond to the ticket, please login to the support ticket system.\r\n\r\n%{ticket.staff_link}\r\n\r\n- Your friendly Customer Support System - powered by osTicket.', 'Stale Ticket Alert', '%{recipient},\r\n\r\nA ticket, #%{ticket.number} assigned to you or in your department is seriously overdue.\r\n\r\n%{ticket.staff_link}\r\n\r\nWe should all work hard to guarantee that all tickets are being addressed in a timely manner.\r\n\r\n- Your friendly (although with limited patience) Support Ticket System - powered by osTicket.', 'Open Tickets Limit Reached', '%{ticket.name}\r\n\r\nYou have reached the maximum number of open tickets allowed.\r\n\r\nTo be able to open another ticket, one of your pending tickets must be closed. To update or add comments to an open ticket simply login using the link below.\r\n\r\n%{url}/tickets.php?e=%{ticket.email}\r\n\r\nThank you.\r\n\r\nSupport Ticket System', '[#%{ticket.number}] %{ticket.subject}', '%{ticket.name},\r\n\r\nA customer support staff member has replied to your support request, #%{ticket.number} with the following response:\r\n\r\n%{response}\r\n\r\nWe hope this response has sufficiently answered your questions. If not, please do not send another email. Instead, reply to this email or login to your account for a complete archive of all your support requests and responses.\r\n\r\n%{ticket.client_link}\r\n\r\n%{signature}', NOW(), NOW());
DROP TABLE IF EXISTS `%TABLE_PREFIX%file`;
CREATE TABLE `%TABLE_PREFIX%file` (
......
setup/inc/sql/osTicket-mysql.sql.md5
+ 1
− 1
View file @ 1ce690f0
f4da0c9befa257b5a20a923d4e9c0e91
00ff231f2ade8797a0e7f2a7fccd52f4
0% or .
You are about to add 0 people to the discussion. Proceed with caution.
Finish editing this message first!
Please register or to comment