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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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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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12
agent/post/ticket.php
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@@ -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,