How to "grab" ticket ID in reply text, automatically?

[nunopsilva]

Hi,

I'm doing a survey so that whenever a ticket is closed, I have a predefined reply which will have the answer with a link for our survey website.
In first hand what I can do is to put this directly by hand. Every ticket I go there and

<a href=hxxp://surveyhost.blablabla/survey/index.htm?ticketID=acm-123456>Please fulfill our survey</a>

This is possible as I've tested correctly. But how will I be able to have this automatically for every ticket that is closed?

Anyone has ever done this? Is it possible?

Thanks,
Nuno Silva

[ZystemsK]

I think you can do this in the template. In the alert_ticketstatus, you can probably add this where it says:

<{$language[anewstatus]}><{$alertdata[newticketstatus]}>
<{$language[aoldstatus]}><{$alertdata[oldticketstatus]}>

Add:

<{if $alertdata[newticketstatus] == "Closed"}>
<{$language[arlink]}> <a href="http://surveyhost.blablabla/survey/index.htm?ticketID=<{$ticket[ticketid]}>">Survey!</a><BR></if>

That should, I think, only include the survey link when the ticket is closed. Also, I think this is only for staff alerts. We don't use the email functionality yet, so I have no way of testing this. If that's not the correct way, I'm sure it's close (if it's in a template).

[nunopsilva]

Hi,

Thank you for your great help.
Anyway, we've gone a bit further and got this:

<fieldset style="margin-bottom: 6px; color: #333333;FONT: 11px Verdana, Tahoma;PADDING:3px;">
<legend><{$language[ticketdetails]}></legend><BR>
<{$language[articketid]}><{$ticket[fticketid]}><BR>
<{$language[ardepartment]}><{$ticket[department]}><BR>
<{$language[arpriority]}><font color="<{$priority[frcolorcode]}>"><{$ticket[priority]}></font><BR>
<{$language[arstatus]}><font color="<{$status[statuscolor]}>"><{$ticket[status]}></font><BR>
<{if strncmp($ticket[status],"Closed",6) == 0 || $ticket[status] == "Pending to Close"}>
<a href="https://surveyhost/Survey/Inquiry.ht...Survey!</a><BR>
<{/if}>
</fieldset>

I decided to put this info here just in case any of you guys need to develop this thing too.

Thanks a lot!