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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Change default settings

Hello,

I would like to change the default settings so that an email would not be sent to the customer. Because we are primarily using osTicket as a phone solution in order to keep track of records and calls, we do not need to send emails to the customer each time. 

Primarily there are 2 scenarios:
1) When creating a new ticket, the check box for "Send alert to user" is on by default. I would like to have it deactivated if possible.

image

2) When replying to a ticket, it has the email address of the customer filled in by default. I would like it to be set to "Do Not Email Reply". I know we could always just post internal notes to avoid this but because coworkers will have to consciously select that, it would be easier to just change the default to avoid an accidental false response. 
image

v1.9.8
Thanks in advance for the help!


Comments

  • It would also be convenient if the email was not a required field in the user information form. Not sure if that is possible.
  • Q: It would also be convenient if the email was not a required field in the user information form. Not sure if that is possible.
    A: No this is currently not possible.

    Regarding your first questions / screenshot:
    You can turn off the autoresponder for new tickets created by an agent here:
    Admin Panel > Settings > Autoresponder > New ticket by agent > Disable it ;)

    Regarding the second question / screenshot:
    I guess you'd need to alter the source code. Take a look at include/staff/ticket-view.inc.php around lines 494 ;) (https://github.com/osTicket/osTicket-1.8/blob/develop/include/staff/ticket-view.inc.php#L494)

    Cheers,
    Michael
  • Awesome help! 
    The first was obviously an easy fix that I should have seen myself (duh)

    I will check out the source code and see what I can come up with.

    Thanks!
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