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Add SLA response target to ticket created emails, with a call-in note on High and Urgent

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This commit is contained in:
johnnyq
2026-08-27 15:03:31 -04:00
parent 855a608ee4
commit ac175e7dc0
6 changed files with 103 additions and 8 deletions
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8
agent/post/recurring_ticket.php
View File

@@ -190,7 +190,9 @@ if (isset($_POST['bulk_force_recurring_tickets'])) {
if (!empty($config_smtp_provider) && $config_ticket_client_general_notifications == 1 && filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
$email_subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject (scheduled)";
$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
// SLA response commitment for this client + priority, empty when no SLA applies
$sla_notice = escapeSql(getTicketSlaEmailNotice($id, $company_phone));
$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$email = [
'from' => $config_ticket_from_email,
@@ -337,7 +339,9 @@ if (isset($_GET['force_recurring_ticket'])) {
if (!empty($config_smtp_provider) && $config_ticket_client_general_notifications == 1 && filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
$email_subject = "Ticket created - [$ticket_prefix$ticket_number] - $ticket_subject (scheduled)";
$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
// SLA response commitment for this client + priority, empty when no SLA applies
$sla_notice = escapeSql(getTicketSlaEmailNotice($id, $company_phone));
$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$email = [
'from' => $config_ticket_from_email,

12
agent/post/ticket.php
View File

@@ -140,7 +140,9 @@ if (isset($_POST['add_ticket'])) {
// EMAILING
$subject = "Ticket Created [$ticket_prefix$ticket_number] - $ticket_subject";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
// SLA response commitment for this client + priority, empty when no SLA applies
$sla_notice = escapeSql(getTicketSlaEmailNotice($ticket_id, $company_phone));
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a>$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
// Verify contact email is valid
if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
@@ -315,7 +317,9 @@ if (isset($_POST['edit_ticket'])) {
$data = []; // Queue array
$subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
// SLA response commitment for this client + priority, empty when no SLA applies
$sla_notice = escapeSql(getTicketSlaEmailNotice($ticket_id, $company_phone));
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a>$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
// Only add contact to email queue if email is valid
@@ -511,7 +515,9 @@ if (isset($_POST['edit_ticket_contact'])) {
$data = []; // Queue array
$subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
// SLA response commitment for this client + priority, empty when no SLA applies
$sla_notice = escapeSql(getTicketSlaEmailNotice($ticket_id, $company_phone));
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a>$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$data[] = [
'from' => $config_ticket_from_email,

2
agent/ticket.php
View File

@@ -717,7 +717,7 @@ if (isset($_GET['ticket_id'])) {
<!-- Who will see this reply, stated in the label rather than left to a colour -->
<div class="btn-group w-100 mb-3" role="group">
<input class="btn-check" id="public_reply_type_opt0" type="radio" name="public_reply_type" value="0" checked>
<input class="btn-check" id="public_reply_type_opt0" type="radio" name="public_reply_type" value="0">
<label class="btn btn-outline-dark" for="public_reply_type_opt0"><i class="fas fa-fw fa-lock me-1"></i>Internal note</label>
<input class="btn-check" id="public_reply_type_opt1" type="radio" name="public_reply_type" value="1" checked>
<label class="btn btn-outline-info" for="public_reply_type_opt1"><i class="fas fa-fw fa-comment me-1"></i>Public reply</label>