"update To Ticket #" Emails, Instead Of New Ticket?

[kpmedia]

Is this normal?

A new ticket is emailed as "update to" -- even though it's not been updated. It's new.

 

I don't remember this in earlier versions.

[Michael]

That is normal need a new template if it was to make a new opening one.

[Tyson]

Replying to a ticket always sends the Ticket Updated email template. The email is sent once a reply has been made, as opposed to a note or log entry on the ticket.

[Blesta Addons]

Replying to a ticket always sends the Ticket Updated email template. The email is sent once a reply has been made, as opposed to a note or log entry on the ticket.

But he is asking about new tickets !! It shouldn't have "update " in the subject , normally "new" label should be in the email ticket .

[kpmedia]

Correct. This is not a reply, but a new ticket.

Something is not right here. This is how it behaves on a new install of Blesta 3.4.3.

 

A new ticket says:

Update to Ticket #1563228 -247a80-

 

 

There's actually two issues here.

- Why does the ticket end in a hyphen?
- And more importantly, why does it say it's an update?

[a.daniello]

Yes! This is, for me, a big question! 

 

So many clients (but also staff member) ask me why "update..."!

 

This isn't a big problem, but maybe adding a new template for "new ticket" should be better

[Michael]

Yes! This is, for me, a big question! 

 

So many clients (but also staff member) ask me why "update..."!

 

This isn't a big problem, but maybe adding a new template for "new ticket" should be better

 

Haha not had one ask me yet must be lucky.

[Tyson]

As far as the Support Manager is concerned, a ticket is created independently from any note or reply text you add to it, so it would require additional logic to determine which reply was indeed created when the ticket itself was created (i.e. which reply is indeed the first)--if any reply was created at all.

 

I can see how it might be useful to show "New Ticket" as the subject rather than "Update to Ticket", but I think that is a relatively minor issue not warranting a separate email template by itself.

 

What you could do is update the Ticket Updated email template subject line to cover both cases of New and Updated tickets. If you edit that email template you can change the subject line to:

{% if ticket.reply_date_added == ticket.date_added %}New{% else %}Update to{% endif %} Ticket {ticket_hash_code}

New tickets will then say "New Ticket" in the email subject, and updated tickets will continue to say "Update to Ticket".

 

To be more technical, this will evaluate that the ticket reply (the text you wrote in the ticket) was created at the same time that the ticket itself was created. In that case, it will show "New Ticket" as the subject. However, because the ticket and its reply are created independently of each other, it is possible that they may be created at a different second, causing some new tickets to continue to use the subject "Update to Ticket" instead. That is likely a rare occurrence.

[kpmedia]

Ah! That should be the default setting! That works.

 

Now question #2 --

How to insert the "summary" (ticket title) into the email?

That is also a must, for quick scanning of emails.

And that, too, should be the default setting.

 

Aside:

I'd really like to get a list of variables, as you find with vBulletin and WordPress. If I know those, I'm generally pretty good about reverse engineering or write new code. Both have a decent primer (crash course) on coding for that app, and I was able to follow along with it okay (and have for many years now). I see a lot of potential in Blesta, and it'd be great if I could make what I want (and share it) like I do with vB and WP.

Note: I see the developer manual, but I'm not seeing what I need in there.

[Tyson]

Now question #2 --

How to insert the "summary" (ticket title) into the email?

That is also a must, for quick scanning of emails.

And that, too, should be the default setting.

 

Aside:

I'd really like to get a list of variables, as you find with vBulletin and WordPress. If I know those, I'm generally pretty good about reverse engineering or write new code. Both have a decent primer (crash course) on coding for that app, and I was able to follow along with it okay (and have for many years now). I see a lot of potential in Blesta, and it'd be great if I could make what I want (and share it) like I do with vB and WP.

Note: I see the developer manual, but I'm not seeing what I need in there.

 

All of the available tags are described in the documentation. You can generally find documentation on available tags by looking for the specific plugin the email template is created from. In this case, the Support Manager. The tag you're looking for is {ticket.summary}.