Notifications set "Reply to" callers email

[Chris H.]

Hello,

it looks like only "To" could be set by a query.
Are there any options to set the callers email as "Reply to"

The only thing I found so far that looks like this is $current_contact->email$ but this is not the caller in this situation, instead it is the agent.

Thanks!
mcdy

[Jeffrey Bostoen]

You need queries for this.

If the notification is linked to an action triggered by a ticket (creation, update, ...):

SELECT Person WHERE id = :this->caller_id

"this" refers to "this ticket"; and then you can use any of the attribute codes.

[Chris H.]

Hello,

I think there is a misunderstanding, these values can only be set for "To:", "Copy to:" and "BCC:", but not for "From:" and "Reply to:".
Or is there a way to use a query for these fields as well?

Thanks!
mcdy

[Vincent @ Combodo]

In the "From" and/or "Reply to" fields of an Email Notification, as stated in the tooltip (tooltip added in iTop 3.1), you can use $this->caller_id->email$ to set the caller email in the From.

Be cautious that if you put it in the "Reply to", then if your agent replies to the email, his answer won't be received by iTop so not added to the Ticket caselog, which does not look like a good practice.

[Chris H.]

OK, that's probably the reason.
We are on 3.0.2-1 at the moment.
But as we planed to install the "email_reply" extension in next time it is OK this way.
We used it that way now for years but I changed some things receantly and thought maybe I could get an emprovement there too.
THX

[Vincent @ Combodo]

The tooltip is not present in 3.0.2-1 , but the behavior is the same, the placeholder is supported, you can test it.

[Chris H.]

Unfortunately not, if I add it to "Reply to (E-Mail)" I couldn't get the e-mail at all.
Also it won't work if the ticket is in approval state.

Thanks!