Open Script Solution

Have you ever wanted to make the response message text become bolder in the response email in your osTicket System so that your client will be easier to differs and read it from the other message in that email? Since the default of email template in osTicket using the plain text, then we have to change the type of the message that located in the class.email.php file, from the text mode to the html mode. This modification also will answer the same question in osTicket Discussion Forum as well. Okay, here is the solution I successfully made.

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

   144	',ticket_reply_body='.db_input(Format::striptags($var['ticket_reply_body'])).

   then replace with this following code:

   144	',ticket_reply_body='.db_input($var['ticket_reply_body']).

   Find again this code:

   209	',ticket_reply_subj='.db_input(Format::striptags($info['ticket_reply_subj'])).

   then replace with this following code:

   209	',ticket_reply_subj='.db_input($info['ticket_reply_subj']).

2. Open your \include\class.email.php file, and find this code:

   160	$body = stripslashes(preg_replace("/(\r\n|\r)/s", "\n", trim($message)));

   then replace with this following code:

   160 161

   //$body = stripslashes(preg_replace("/(\r\n|\r)/s", "\n", trim($message))); // Text mode $body = stripslashes(preg_replace("/(\r\n|\r)/s", "<br />", trim($message))); // HTML mode

   Find again this code:

   203	$mime->setTXTBody($body);

   then replace with this following code:

   203 204

   //$mime->setTXTBody($body); // switch to HTML mode below $mime->setHTMLBody($body);

3. Go to your Admin Panel -> Emails -> Templates -> then click on your template record (default: osTicket Default Template), then at the Message Body directive under the Ticket Response/Reply section, change this code:

   %response

   become:

   <b>%response</b>

   Please note that since we have switched from the text mode to the html mode, then we have to change also this URL code at the same template place above in order to have the ability to be clicked, from this code:

   %url/view.php?e=%email&t=%ticket

   become this following code:

   <a href="%url/view.php?e=%email&t=%ticket">%url/view.php?e=%email&t=%ticket</a>

   afterwards, click on the Save Changes button to save the changes.

Now, each time your staff reply to a ticket, then the response message in the email that your client received will become bolder than the rest of the messages.

Please note that by using that technique above, you can also implement this html mode for other section in your email template in Admin Panel.

Have a nice try!