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Including hosting service information of client when ticket is opened

Johann shared this idea 11 months ago
Under Consideration

This is severeal time that in case a client has several services, and he opens a ticket, and select the related service before submit his query :

  • 1 - on admin side, we don't know of which service and server his request relates to. After a close look, when watching ticket, we see below all services of clients, and the highlight is so weak that we had not remarked it exists
  • 2 - for email notifications sent to admin or client (email template notification related), on both admin or end user side, informations of hosting service ticked by client is missing whereas client has chosen a specific service.

These informations missing or not correctly reported are a source of waste of time, confusion, or require that we ask more details about IP or service in some cases.

We need to know 3 important informations :

his service name, domain configured for service, and server hostname related

I looked at your article : https://docs.whmcs.com/Email_Templates

and tested all possibilities, nothing is working contrary to documentation that state this can be done :

1 : {$service_custom_field_service_product_name}

2 : {$service_custom_field_product_name}

3 :

{$service_product_name} {$service_domain} {$service_server_hostname}

{foreach from=$service_custom_fields item=product_name}

{$product_name}

{/foreach}

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Comments (1)

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1

Hi,

Thanks for taking the time to provide your suggestion, we can certainly look to implement these ideas in future should they provide popular. In the meantime, here's some information which should help you achieve these outcomes right away.

1. The highlighting of the related service is defined in the admin template CSS, so can be customised at your end in /admin/templates/*your custom template*/css/style.css

  1. table.datatable tr.rowhighlight td {
  2. background-color: #E0E8F3;
  3. }

2. The available merge fields do vary between email templates. To view all available template variables you will just need to enter {debug} into any email template (Setup > Email Templates > Edit), send the message to a client and then load it in your browser via the client's Email tab. Once loaded you will get a popup showing what template variables are available on that particular email template.

Not all variables are available on every email, and if the variable you wish to use isn't there, then you would need to obtain this yourself. EmailPreSend can be used to create your own smarty variables to use on email templates.