Akeeba Ticket System

Thursday, 02 December 2021 12:33 CST

Hello,

I was curious if there are email variables (or other) methods to determine who assigns a ticket to a case manager. I noticed that on the front end when viewing tickets with the "Latest Open Tickets" menu item, that a ticket that has been assigned shows "Latest Post by ......" in the lower right section of the table view. This seems to be the case even is the user listed did not post any content but simply assigned the case to another case manager. Is this a correct assumption?

I tried to use the email variables [POSTER_NAME] or [POSTER_USERNAME] in the manager-assigned ticket email template so that the newly assigned case manager would know who assigned them the ticket. But the template didn't use the variable. However, I know this variable works in other templates.

Is there a method to identify who assigned a case manager a ticket?

Thanks in advance for any guidance!

Eric Johnson

Friday, 03 December 2021 02:09 CST

nicholas

Hm, that's an interesting use case. Technically, it's neither “assigned by” nor ”last post by”, it's just the “last modified by” field. This and the modified_on fields are updated automatically whenever a change is made to the ticket. This includes sending a post, changing the ticket state, editing the ticket title or other metadata and assigning a ticket.

We could add a [MODIFIED_BY] variable to the emails in the next version to let you display that information in emails. For the email sent when a ticket is assigned that would indeed by equivalent to “Assigned By”.

BTW, the reason the poster_* variables did not work is that these are populated by the post's created_by field. Since there is no post when sending the email on ticket assignment this is blank.

Thank you for another great suggestion, Eric! I'll get working on it right away.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 03 December 2021 08:46 CST

[email protected]

Nicholas,

I appreciate your consideration. It will be appreciated by our entire helpdesk team.

Thanks again for all that you do on such a great suite of products!

Eric Johnson

Friday, 03 December 2021 09:17 CST

nicholas

You're welcome! Next release of Akeeba Ticket System will have this feature built–in :)

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Sunday, 02 January 2022 20:17 CST

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This ticket has been automatically closed. All tickets which have been inactive for a long time are automatically closed. If you believe that this ticket was closed in error, please contact us.

Edited by on 2022-01-02 20:17 CST

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