Add staff name & email to staff replies?

[jon]

I'm trying to add the email address or name of the staff member who sends a staff reply or makes a status change to the ticket details at the end of the email.

What variable is the staff name and staff email stored in?

Thanks in advance!

[jon]

Through some creative investigating I have come up with the following list of variables available from alert_newreply. I don't know if this list changes depending on the alert type or not, if anyone has additional information it would be greatly appreciated!

Variables like _vars[something] are accessed through the template engine using <{$something}>

Variables like _vars['something'][else] are accessed using <{$something['else']}>

$this->_vars[languagecode] => en-us.
$this->_vars[_SWIFT] => Array.
$this->_vars[settings] => Array.
$this->_vars[themepath] => http://support.domain.com/themes/admin_default/.
$this->_vars[swiftpath] => http://support.domain.com/.
$this->_vars[localepath] => http://support.domain.com/locale/en-us/.
$this->_vars[version] => 3.10.02.
$this->_vars[product] => supportsuite.
$this->_vars[productname] => SupportSuite.
$this->_vars[poweredbytitle] => .
$this->_vars[poweredby] => Powered by SupportSuite.
$this->_vars[copyright] => Copyright © 2001-2007 Kayako Infotech Ltd..
$this->_vars[date] => Oct 15 2007.
$this->_vars[xmlheader] => <?xml version="1.0"?>.
$this->_vars[jscachefile] => 271d01367cc08bb253901cb8eb167c47.js.
$this->_vars[basepath] => http://support.domain.com/index.php.
$this->_vars[baseurl] => http://support.domain.com/index.php?.
$this->_vars[ismodernbill] => .
$this->_vars[staffirs] => 1.
$this->_vars[session] => Array.
$this->_vars[staffname] => Jo Staff.
$this->_vars[replytype] => staff.
$this->_vars[postattachments] => Array.
$this->_vars[language] => Array.
$this->_vars[ticket] => Array.
$this->_vars['ticket'][ticketid] => 7736.
$this->_vars['ticket'][ticketmaskid] => JFY-260877.
$this->_vars['ticket'][departmentid] => 1.
$this->_vars['ticket'][ticketstatusid] => 1.
$this->_vars['ticket'][priorityid] => 1.
$this->_vars['ticket'][emailqueueid] => 1.
$this->_vars['ticket'][userid] => 411.
$this->_vars['ticket'][staffid] => 0.
$this->_vars['ticket'][ownerstaffid] => 4.
$this->_vars['ticket'][assignstatus] => 1.
$this->_vars['ticket'][fullname] => Ann User (Creator).
$this->_vars['ticket'][email] => ann.user@domain.com.
$this->_vars['ticket'][lastreplier] => Ann User.
$this->_vars['ticket'][replyto] => ann.user@domain.com.
$this->_vars['ticket'][subject] => Testing.
$this->_vars['ticket'][dateline] => 1192257960.
$this->_vars['ticket'][lastactivity] => 1192478502.
$this->_vars['ticket'][laststaffreplytime] => 1192478023.
$this->_vars['ticket'][slaplanid] => 0.
$this->_vars['ticket'][ticketslaplanid] => 0.
$this->_vars['ticket'][duetime] => 0.
$this->_vars['ticket'][totalreplies] => 4.
$this->_vars['ticket'][ipaddress] => 192.66.107.209.
$this->_vars['ticket'][flagtype] => 0.
$this->_vars['ticket'][hasnotes] => 0.
$this->_vars['ticket'][hasattachments] => 0.
$this->_vars['ticket'][isemailed] => 1.
$this->_vars['ticket'][edited] => 0.
$this->_vars['ticket'][editedbystaffid] => 0.
$this->_vars['ticket'][editeddateline] => 0.
$this->_vars['ticket'][creator] => 2.
$this->_vars['ticket'][charset] => utf-8.
$this->_vars['ticket'][transferencoding] => base64.
$this->_vars['ticket'][timeworked] => 0.
$this->_vars['ticket'][dateicon] => 0.
$this->_vars['ticket'][lastpostid] => 26132.
$this->_vars['ticket'][firstpostid] => 26108.
$this->_vars['ticket'][tgroupid] => 1.
$this->_vars['ticket'][messageid] => jptx0o.di3.
$this->_vars['ticket'][escalationruleid] => 0.
$this->_vars['ticket'][hasdraft] => 0.
$this->_vars['ticket'][hasbilling] => 0.
$this->_vars['ticket'][isphonecall] => 0.
$this->_vars['ticket'][isescalated] => 0.
$this->_vars['ticket'][phoneno] => .
$this->_vars['ticket'][autoclosetimeline] => 0.
$this->_vars['ticket'][islabeled] => 0.
$this->_vars['ticket'][lastuserreplytime] => 1192478502.
$this->_vars['ticket'][escalatedtime] => 0.
$this->_vars['ticket'][followupcount] => 0.
$this->_vars['ticket'][usergroupid] => 2.
$this->_vars['ticket'][lockstaffid] => 4.
$this->_vars['ticket'][lockdateline] => 1192478851.
$this->_vars['ticket'][userpasswordtxt] => de20c4e195750a5373dc6addf3ea5efa.
$this->_vars['ticket'][labels] => Array.
$this->_vars['ticket'][fticketid] => JFY-260877.
$this->_vars['ticket'][priority] => Low.
$this->_vars['ticket'][department] => Support.
$this->_vars['ticket'][status] => Open.
$this->_vars['ticket'][emailqueue] => .
$this->_vars['ticket'][tgroup] => default.
$this->_vars['ticket'][ccreatedon] => Oct 12 2007 10:46 PM.
$this->_vars['ticket'][clastupdate] => Oct 15 2007 12:01 PM
$this->_vars[priority] => Array.
$this->_vars[status] => Array.
$this->_vars[department] => Array.
$this->_vars[emailqueue] => .
$this->_vars[tgroup] => Array.
$this->_vars[contentshtml] => Another test.<br />

<br />
Technical Support.
$this->_vars[contentstext] => Another test.

Technical Support.
$this->_vars[ishtml] => .
$this->_vars[alert] => Array.
$this->_vars[alerttype] => email.
$this->_vars[alertdata] => Array.
$this->_vars['alertdata'][alertactionid] => 136.
$this->_vars['alertdata'][alertruleid] => 5.
$this->_vars['alertdata'][actiontype] => 2.
$this->_vars['alertdata'][alertscope] => 0.
$this->_vars['alertdata'][staffid] => 7.
$this->_vars['alertdata'][departmentid] => 0.
$this->_vars['alertdata'][priorityid] => 0.
$this->_vars['alertdata'][ticketstatusid] => 0.
$this->_vars['alertdata'][alerttype] => 1.
$this->_vars['alertdata'][execassign] => 0.
$this->_vars['alertdata'][title] => Jo's Rule.
$this->_vars['alertdata'][contentshtml] => No client replier field there.. Let's look one last place.<br /> .
$this->_vars['alertdata'][contentstext] => No client replier field there.. Let's look one last place.
.
$this->_vars['alertdata'][contentssms] => No client replier field there.. Let's lo.
$this->_vars['alertdata'][fullname] => Jo Staff.

[jon]

So, to answer my own question, the staff email is not available, however you can get their name using something like this:

<{if $replytype == "staff"}>
Staff Reply By: <{$staffname}>
<{/if}>

I couldn't find the staff email, and sadly lastreplier is the previous last replier not whoever just replied.

It would be _really_ nice to have access to the lastreplier and lastreplier email, but both of those pieces of information are in the posts table, which as you can see is not available.

[supportskins]

Thanks for sharing. Did any of the variable $this->_vars work?

[Jamie Edwards]

Threads merged. Thank you for posting, jon.

[jon]

Originally Posted by supportskins

Thanks for sharing. Did any of the variable $this->_vars work?

Yeah, for example:

$this->_vars[staffname] => Jo Staff.

works as:

<{if $staffname == "Example"}>
Staff Reply By: <{$staffname}>
<{/if}>

[supportskins]

Okay, thanks