auto email clients when ticket status changed to "in progress"

[hoya8]

Hi Community

We do know Katamaze/WHMCS-Action-Hook-Factory 's  hook about emailing clients when tickets status changed but the problems was that this hook even emails clients when we really type something on ticket to reply to client, clients will receive two emails, which is confuing

is there anyway to let us only auto-email clients when ticket status changed to "in progress"?  and also include ticket ID on email subject?

email only no auto reply to ticket needed

thanks

 

<?php

/**
 * Send Email & Add Reply on Ticket status change
 *
 * @package     WHMCS
 * @copyright   Katamaze
 * @link        https://katamaze.com
 * @author      Davide Mantenuto <info@katamaze.com>
 */

use WHMCS\Database\Capsule;

add_hook('TicketStatusChange', 1, function($vars) {

    $adminUsername = 'admin'; // The reply will be added by this Admin user. Set false to open the ticket using your own customer
    $ticketDetails = Capsule::table('tbltickets')->where('id', $vars['ticketid'])->first(['userid', 'tid', 'title']);

    // Email notification
    $EmailData = array(
        'id' => $ticketDetails->userid,
        'customtype' => 'general',
        'customsubject' => $ticketDetails->title. ' Changed to ' . strtoupper($vars['status']) . ' [Ticket ID #' . $ticketDetails->tid . ']',
        'custommessage' => 'Your ticket status has been changed to ' .$vars['status']
    );

    localAPI('SendEmail', $EmailData);

    // Ticket reply
    $TicketData = array(
        'ticketid' => $vars['ticketid'],
        'message' => $ticketDetails->title. ' Changed to ' . strtoupper($vars['status']) . ' [Ticket ID #' . $ticketDetails->tid . ']',
        'clientid' => $userID,
        'adminusername' => $adminUsername,
    );

    localAPI('AddTicketReply', $TicketData);
});

 

[brian!]

17 hours ago, hoya8 said:

is there anyway to let us only auto-email clients when ticket status changed to "in progress"?  and also include ticket ID on email subject?

it should be as simple as wrapping the Email Notification part in an if statement...

<?php

use WHMCS\Database\Capsule;

add_hook('TicketStatusChange', 1, function($vars) {

	if ($vars['status'] == "In Progress") {
		$ticketDetails = Capsule::table('tbltickets')->where('id', $vars['ticketid'])->first(['userid', 'tid', 'title']);
		// Email notification
		$EmailData = array(
			'id' => $ticketDetails->userid,
			'customtype' => 'general',
			'customsubject' => $ticketDetails->title. ' Changed to ' . strtoupper($vars['status']) . ' [Ticket ID #' . $ticketDetails->tid . ']',
			'custommessage' => 'Your ticket status has been changed to ' .$vars['status']
		);
		localAPI('SendEmail', $EmailData);
	}
});

with regards to the email subject, it should already include the ticket ID, but if you wanted the subject to contain only the TID, then it would be..

			'customsubject' => '[Ticket ID #' . $ticketDetails->tid . ']',

[hoya8]

HUGGGGE thanks

this works!!

[hoya8]

Hi Brian

is there any way to make it show translated status
so clients will see "in progress"  in their own chosen language

thanks again!

[brian!]

10 minutes ago, hoya8 said:

is there any way to make it show translated status
so clients will see "in progress"  in their own chosen language

'custommessage' => 'Your ticket status has been changed to ' . Lang::trans('supportticketsstatusinprogress')

you could use a custom language override for the entire line if you wanted to.

[hoya8]

great thanks again man , so final hook for us, as a note here, is

 

<?php

use WHMCS\Database\Capsule;

add_hook('TicketStatusChange', 1, function($vars) {

	if ($vars['status'] == "In Progress") {
		$ticketDetails = Capsule::table('tbltickets')->where('id', $vars['ticketid'])->first(['userid', 'tid', 'title']);
		// Email notification
		$EmailData = array(
			'id' => $ticketDetails->userid,
			'customtype' => 'general',
			'customsubject' => ' [Ticket ID #' . $ticketDetails->tid . ']' . $ticketDetails->title. ' staus is changed ' . strtoupper(Lang::trans('supportticketsstatusinprogress')),
			'custommessage' => 'Your ticket status has been changed to ' . Lang::trans('supportticketsstatusinprogress')
		);
		localAPI('SendEmail', $EmailData);
	}
});

 

[brian!]

1 hour ago, hoya8 said:

great thanks again man , so final hook for us, as a note here, is

did you spot the typo in the customsubject - staus instead of status ?

also, there is an existing language string for "Ticket ID" if you want that part of the subject translated too,

[hoya8]

thanks for pointing that out Brian, that typo was my bad 🙂

do you happen to know that "ticketID" 's language string too?

 

thanks!

[brian!]

Just now, hoya8 said:

do you happen to know that "ticketID" 's language string too?

$_LANG['supportticketsticketid'] = "Ticket ID";

which means in a hook, you would refer to it as...

Lang::trans('supportticketsticketid')

[hoya8]

great thanks again, I learned how to look it up for others now 🙂