Email Шаблоны

osTicket полагается на предопределенных шаблонов, отсылая авто ответы, уведомления и тревоги. У каждого шаблона есть ряд переменных представленных ниже.

Базовые переменные Другие переменные

`%id`	ID заявки (внутрен. ID)
`%ticket`	Номер заявки (внеш. ID)
`%email`	Email адрес
`%name`	Full name
`%subject`	Тема
`%topic`	Тема обращения
`%phone`	Номер телефона + доп.
`%status`	Статус
`%priority`	Приоритет
`%dept`	Отдел
`%assigned_staff`	Assigned staff (if any)
`%createdate`	Дата создания
`%duedate`	Due date
`%closedate`	Дата закрытия

`%message`	Сообщение (incoming)
`%response`	Ответ (outgoing)
`%note`	Внутренее сообщение
`%staff`	Имя менеджера (alert/notices)
`%assignee`	Менеджер назначенный
`%assigner`	Менеджер назначенный на заявку
`%url`	osTicket's url (FQDN)

Please note that only known (supported) variables are substituted. Non-base variables depends on the context of template type to which they are used.

New Ticket Auto Response: Autoresponse sent to user/client on new ticket if enabled. Meant to give the user the ticket ID which can be used to check the status of the ticket.
New Message Auto Response: Confirmation sent to user when a new message is appended to an existing ticket. This can be emailed or web-based replies.
Over Limit Notice: Ticket denied notice. This is a one time notice sent when the user has reached the max allowed open tickets defined in preference section. Reasonable limit helps control spam and possible email flood loops.
Ticket Response/Reply: Message template used when responding to a ticket or simply alerting the user about a response/answer availability.
New Ticket Alert: Alert sent to staff on new ticket.
New Message Alert: Alert sent to staff when user replies to an existing ticket.
New Internal Note Alert: Alert sent to selected staff ( if enabled) when an internal note is appended to a ticket.
Assigned Ticket Alert: Alert sent to staff on ticket assignment.
Overdue/Stale Alert: Alert sent to staff on stale or overdue ticket.