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| Tags | Description | Notes |
|---|---|---|
| {ticket_hash_code} | A hash code for validating ticket replies | Required to be in the subject line to allow for tickets to be replied to by email |
{ticket.id} | The system-level ticket ID | |
| {ticket.code} | The ticket number | e.g. "1821914" |
| {ticket.department_id} | The system-level department ID of the department this ticket belongs to | |
| {ticket.staff_id} | The system-level staff ID of the staff member assigned to this ticket | May be empty |
| {ticket.service_id} | The system-level service ID of the service this ticket is in relation to | May be empty |
| {ticket.client_id} | The system-level client ID of the client this ticket is assigned to | |
| {ticket.email} | The email address the ticket was emailed in from | Only set when the email address is piped in and unrecognized |
| {ticket.summary} | A brief ticket summary | |
| {ticket.priority} | The system-level ticket priority | e.g. "critical", "high", "medium", etc. |
| {ticket.priority_language} | The language for the translated ticket priority | e.g. "Critical", "High", "Medium", etc. |
| {ticket.status} | The system-level ticket status | e.g. "open", "awaiting_reply", "closed", etc. |
| {ticket.status_language} | The language for the translated ticket status | e.g. "Open", "Awaiting Reply", "Closed", etc. |
| {ticket.date_added} | The UTC datetime stamp of ticket creation | Formatted as "YYYY-MM-DD HH:MM:SS" |
| {ticket.date_closed} | The UTC datetime stamp the ticket was closed | May be empty. Formatted as "YYYY-MM-DD HH:MM:SS" |
| {ticket.reply_id} | The system-level reply ID attached to this ticket | |
| {ticket.reply_staff_id} | The system-level staff ID of the staff member that sent this reply | |
| {ticket.reply_type} | The system-level type of reply | i.e. "reply", "note", "log". Emails are only sent when the type is "reply" |
| {ticket.details} | The ticket reply details in plain text | |
| {ticket.details_html} | The ticket reply details in HTML | |
| {ticket.reply_date_added} | The UTC datetime stamp of the reply | Formatted as "YYYY-MM-DD HH:MM:SS" |
| {ticket.company_id} | The system-level company ID this ticket was created under | |
| {ticket.department_name} | The name of the department this ticket belongs to | |
| {ticket.department_email} | The email address of the department this ticket belongs to | |
| {ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "staff", "client", or "email" |
Email Piping
If your department is set up to receive tickets via email piping, your server must be configured to pipe those messages into the support manager.
Email should be piped to "index.php plugin/support_manager/ticket_pipe/index/1" assuming "1" is the company ID. In your /etc/aliases file, it might look something like this..
| No Format |
|---|
support: "|/usr/bin/php /home/user/public_html/index.php plugin/support_manager/ticket_pipe/index/1" |
On some systems you may need to create a symlink to php and index.php in /etc/smrsh..
| No Format |
|---|
cd /etc/smrsh
ln -s /usr/bin/php
ln -s /home/user/public_html/index.php |