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Custom Email on ticket created

Hi, im trying to send a new email when the ticket is created( a custom one) only if is created by end user.
Im stuck differentiating between end user or staff. How can I do it? Im putting the code in class.ticket.php
Thanka in advance

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  • Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.

    I don't know that I understand at all what you are trying to do...
  • edited July 21
    Hi, well I'm going to try to explain myself better.

    We are using OSTicket system.
    We want to notify the End-User that creating a ticket implies paying a min tax for support.
    For this, I added a kind of modal when creating the ticket (from END-USER side) alerting that he/she is accepting to pay that fee.
    The thing is that, if the user accepts, apart from the email notification of ticket created, we need to send ANOTHER email telling the client that had acepted to pay the fee.
    What I am trying to do is difference between when a ticket is created by and END-USER and by STAFF.
    At the moment, I added the code to send the email in the file /include/class.ticket.php before the return $ticket;
    The problem adding the line there, is that when I create a ticket from backend (Staff) it also sends the email.
    What I am asking for is to 'place' my sendEmail code in a better place, so I only send the email when created from end-user.

    Maybe it is easy, but I am really bad at PHP and it would be great if somebody could help me.
    Thanks in advance.
    Hope to be clear this time
    Regards
  • Hi, I made it sending the email after the ticket creation on open.php
    Thanks!
  • Should I mark this resolved then?

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