Open Script Solution

Have you ever wanted to include the ticket number into the Premade Reply answer in osTicket System, especially when staff reply to a ticket by using the certain premade reply? Now you can do it by modifying only two lines of code in \include\class.ticket.php file. Assuming you use the %ticket that representing the 6 digits of ticketID. Well, here is the solution I have successfully created to implement it.

1. Open your \include\class.ticket.php file, and find this code:

   743	',response='.db_input(Format::striptags($response)).

   then replace with this following code:

   743	',response='.db_input(Format::striptags(str_replace('%ticket', $this->getExtId(), $response))).

   Find again this code:

   783	$body = str_replace("%signature",$signature,$body);

   then after that please insert this following code:

   784	$body = str_replace("%ticket",$this->getExtId(),$body);

2. Go to Admin Panel -> Knowledge Base -> Premade Replies, then click on the only item with title “What is osTicket (sample)?”, then on the next page, change this following value:

   osTicket is a support ticket system

   become:

   osTicket is a support ticket system 
   This ticket number: %ticket

3. Try to answer one of the tikcets, for example you already have this ticket number 543652, then view this ticket from staff panel, select that premade reply above, then click on Post Reply button to send the reply to that ticket, then that ticket number should be change in that reply become:

   osTicket is a support ticket system 
   This ticket number: 543652

Enjoy it, everyone!