We have recently installed osticket 1.6 for support ticket system.

One of the features that osTicket 1.6 does not have is the ability for the staffs to reply on a ticket thought email.

Think that you are on vacations and a customer creates a ticket that you receive on your smartphone and the answer is something that you can send it right away.

Well with a little hack this can be done so i am posting here the solution.
This technique only works if you enable piping.

on /api/pipe.php
osTicket 1.6 code Line 93

$ticket=null;
if(preg_match ("[[#][0-9]{1,10}]",$var['subject'],$regs)) {
$extid=trim(preg_replace("/[^0-9]/", "", $regs[0]));
$ticket= new Ticket(Ticket::getIdByExtId($extid));
//Allow mismatched emails?? For now hell NO.
if(!is_object($ticket) || strcasecmp($ticket->getEmail(),$var['email']))
$ticket=null;
}
$errors=array();
$msgid=0;
if(!$ticket){ //New tickets...
$ticket=Ticket::create($var,$errors,'email');
if(!is_object($ticket) || $errors){
api_exit(EX_DATAERR,'Ticket create Failed '.implode("\n",$errors)."\n\n");
}
$msgid=$ticket->getLastMsgId();
}else{
$message=$var['message'];
//Strip quoted reply...TODO: figure out how mail clients do it without special tag..
if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()) && strpos($var['message'],$tag))
list($message)=split($tag,$var['message']);
//post message....postMessage does the cleanup.
if(!($msgid=$ticket->postMessage($message,'Email',$var['mid'],$var['header']))) {
api_exit(EX_DATAERR,"Unable to post message \n\n $message\n");
}
}


Replace with new code

$ticket=null;
$response_stuff=0;
$staff_id=0;
if(preg_match ("[[#][0-9]{1,10}]",$var['subject'],$regs)) {
$extid=trim(preg_replace("/[^0-9]/", "", $regs[0]));
$ticket= new Ticket(Ticket::getIdByExtId($extid));
//Allow mismatched emails?? For now hell NO.
if(!is_object($ticket) || strcasecmp($ticket->getEmail(),$var['email'])){
//$ticket=null;
$sql="SELECT username,staff_id FROM " . STAFF_TABLE . " WHERE email='" . $var['email'] . "' ";
$query=db_query($sql);
while($row = mysql_fetch_array($query)) {
$senderUsername = $row['username'];
$staff_id=$row['staff_id'];
}

if (!$senderUsername){
$ticket=null;
}
else
{
$response_stuff=1;
}
}
}
$errors=array();
$msgid=0;
if(!$ticket){ //New tickets...
$ticket=Ticket::create($var,$errors,'email');
if(!is_object($ticket) || $errors){
api_exit(EX_DATAERR,'Ticket create Failed '.implode("\n",$errors)."\n\n");
}
$msgid=$ticket->getLastMsgId();
}else{
$message=$var['message'];
//Strip quoted reply...TODO: figure out how mail clients do it without special tag..
if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()) && strpos($var['message'],$tag))
list($message)=split($tag,$var['message']);
//post message....postMessage does the cleanup.
if($response_stuff==1){
if(!($ticket->postResponse($ticket->getMessageId(),$message,'none',false,true,$staff_id))){
api_exit(EX_DATAERR,"Unable to post message \n\n $message\n");
}
}
else
{
if(!($msgid=$ticket->postMessage($message,'Email',$var['mid'],$var['header']))) {
api_exit(EX_DATAERR,"Unable to post message \n\n $message\n");
}
}
}

on /include/class.ticket.php
add this function


function getMessageId(){
$cur_mes_id=0;
$sql ='SELECT max(msg_id) FROM '.TICKET_MESSAGE_TABLE.' WHERE ticket_id='.db_input($this->getId());
if(($res=db_query($sql)) && db_num_rows($res))
list($cur_mes_id)=db_fetch_row($res);
return $cur_mes_id;
}


and add this on function postResponse

function postResponse($msgid,$response,$signature='none',$attachment=false,$canalert=true,$_staff_id=0){
global $thisuser,$cfg;
//global $cfg;
if($_staff_id!=0){
$ip="0.0.0.0";
$thisuser=new Staff($_staff_id);
}
else
{
$ip=$thisuser->getIP();
}

$sql= 'INSERT INTO '.TICKET_RESPONSE_TABLE.' SET created=NOW()'.
',ticket_id='.db_input($this->getId()).
',msg_id='.db_input($msgid).
',response='.db_input(Format::striptags($response)).
',staff_id='.db_input($thisuser->getId()).
',staff_name='.db_input($thisuser->getName()).
',ip_address='.db_input($ip);

the rest are the same…..

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