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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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4
cron/ticket_email_parser.php
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@@ -161,7 +161,9 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
$data = [];
if ($config_ticket_client_general_notifications == 1 && !preg_match($bad_pattern, $contact_email)) {
$subject_email = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject";
$body = "<i style='color: #808080'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: New<br>Portal: <a href='https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$id&url_key=$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
$sla_notice = getTicketSlaEmailNotice($id, $company_phone);
$body = "<i style='color: #808080'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: New<br>Portal: <a href='https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$id&url_key=$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,
'from_name' => $config_ticket_from_name,