How to print name, email, and custom field.

[doniking]

Hello,

How to print the value for name, email, and custom field inside the body of the ticket and email sent to staffs?
My client has owned license so I can edit the source code if it needed.
I really need the help.

Thank you.

[Andrew Scott]

SO, As far as I understood. When you are creating new ticket you need to add some information to the message body(text area).

Am I right?

[doniking]

Hello Andrew,

When creating a new ticket, someone is asked to input his name, email, and phone number (custom field that i have already created), and the message, right?
Nah, I want these information to be showed on the ticket body and the email body. Because every staff who recevied this ticket through their email, they can't see the submitter's email address and the phone without opening the web and hunt for these infos.
So i want to make it easy to find to display these infos on the email/ticket body like this:

Name: Bla bla
Email: bla@submitter.com
Phone: 123-123-1234
[message goes here]


Donie

[Andrew Scott]

Give me a moment. I'm trying to find the code that will help you to perform this task.

:-)

[Andrew Scott]

Quick question:

Who will submit tickets? Staff or users that comes to your support suite?

Andrew, Holbi

[doniking]

Originally Posted by Andrew Scott

Quick question:

Who will submit tickets? Staff or users that comes to your support suite?

Andrew, Holbi

The users.
When they submit new ticket, his name, his email, and a value from a custom field are recorded on the database and can be viewed through "my account" page, right?.
These are the values what I want to be displayed on the ticket/email body.
Thank for the help.

Donie

[Andrew Scott]

Ok, in 1 hour, my programmer will send me his ideas how to do it.
I'll post solutions on the forum.

Andrew, Holbi

[doniking]

Thanks!
I will wait for it.
I know php, just need clues about where to start and how is the best way.

Donie

[Andrew Scott]

Ok, here is the path to solve your problem:
open client_submit.php file in _kayako_root_/modules/tickets/
Find the line # 166, this line creates new ticket.
$_POST["message"] - The variable that contains all data that is going to be sent in email, and will be showed in ticket.
If you want to add additional information to the ticket you have to change this variable.
Please let me know if you need any further help, I'll ask one of my programmers to help you.

Andrew, Holbi

[doniking]

Thanks,

That is for those who send a new ticket through the web.
How about if the clients send a message through email to email and the next time they reply the email?
I want to show these info (name,email,phone) at the above every emails they send.
Where should I take a loot at and how does SupportSuite work to process these incoming emails?
Thanks.

Donie

[Andrew Scott]

What do you mean "through email to email"? Do you mean when client replies to email, or sending new one to support@something.com? In this case you need to re-code email parser.
Please let me know if I'm right, and I'll send you the path to a file that you need to recode.

Best regards,

Andrew, Holbi.

[doniking]

Yes you're right. I mean when they reply an email and sending new one to support@something.com as well.

I need some clues. Thanks.

[Andrew Scott]

Ok, give me a couple of hours, I'll help you.

Andrew, Holbi

[doniking]

Thank you. Maybe this will help other users as well.

[doniking]

Any updates?