change sms message layout

[rickowen]

Hi

would anyone be able to point me to where i can
change the sms message layout,
so that the client name is in the first part
of the sms message sent when a ticket is created or modified

thanks

Rick

[rickowen]

can anyone help with this

thanks

Rick

[jonathanjab]

Are you trying to rearrange the content of the message or put the name in as the sender of the ticket?

[rickowen]

thanks for the reply

i really need th name or email address of the sender in the sms message in the first line as using the standard layout we do not know who logged the call
so to contact the client we need to log on to the helpdesk system, which is not always possible .
hence with the name or email address we would know who the call is from

i guess the other way would be to change the email template to have this info in the first line

Thanks again

rick

[jonathanjab]

That is basically the only method to do it. We've modified our layout as such:

<{if $alerttype == "sms"}><{$ticket[fticketid]}> (NT)
<{$ticket[subject]}>
<{$alertdata[contentssms]}>
<{else}>
A new ticket has been received for the <{$ticket[department]}> Team (<{$ticket[priority]}> Priority).

<{$ticket[subject]}>
<{$swiftpath}>staff/index.php?_m=tickets&_a=viewticket&ticketid=<{$tic ket[ticketid]}>


<{$alertdata[contentstext]}>
<{/if}>


However, looking at the code, you should be able to use $alertdata[fullname] or possibly $ticket[fullname].

[clyde]

Hi Jonathon
Is this the template : alert_newticket ?
I need to have the same result as above, thanks.

[jonathanjab]

Yeah - that be the one for all new ticket notices.

[clyde]

Much appreciated Jonathon

[jonathanjab]

No problem