Configuring the Open Ticket Order Action Plugin Module Estimated Reading Time: 5 Minutes The Order Action Open Ticket plugin adds an Open Ticket order action. Use this action to open a support ticket at a specific step in an order queue. The ticket is linked to the order and to the client. To use the plugin, do these steps: Enable the plugin. Add a plugin instance for your order queues. Add the Open Ticket action to a step in each order queue. Known issue for v5.2.3: In this version, the action cannot open a ticket if CC is empty. The action shows the error "cc: Invalid email address". Because of this, the action also cannot open an internal ticket. For more information, see Known issues. Enable the plugin Go to Settings > Global Settings > Customization > Plugins. Under Core Plugins, click Order Action Open Ticket. If the plugin shows DISABLED, click the toggle. Then click Yes to confirm. For more information about plugins, refer to the article "Using Plugins". Add a plugin instance An instance tells the plugin which order queues can use the action. It also sets the default values for the ticket. On the Open Ticket Order Queues card, click add new instance. In Order Queues, select the order queues that can use the action. To select all order queues, select Apply to all. Under Configuration, set the ticket fields: Internal Ticket: Select Yes to make a ticket for your staff only. Ubersmith does not send email to the client or to the CC addresses. Select No to include the client. Ticket Source: Select Client if the ticket comes from the client. Select Admin if the ticket comes from your staff. For an internal ticket, Ubersmith always uses Admin. Staff Owner: Select the staff member who owns the ticket. Department: Select the support department for the ticket. CC: Type the email addresses that get a copy. Separate the addresses with commas. You can also type ##owner_email## for the email address of the staff member who runs the action, or ##email## for the email address on the order. This field does not show for an internal ticket. Send Copy to Client: Select Yes to send the email to the email address on the order. This field does not show for an internal ticket. Subject: Type the subject of the ticket. Body: Type the text of the ticket. View Variables: Click this link to see the order variables, for example ##order_id##. In Ubersmith 5.2.3, the plugin does not replace these variables. See Known issues. To add an automatic update to the ticket later, set Add Timer to Yes. Then set the timer fields: Timer Delay (Hours): Type the number of hours before the update. The default is 24. Update Type: Select Staff Followup, Staff Comment (Client Viewable), or Staff Comment (Private). Update From: Select the email address that the update comes from. Update Subject: Type the subject of the update. Update Body: Type the text of the update. Click save. Note: Fill in all of the timer fields. The plugin creates the timer only when Update Type, Update From, Update Subject, and Update Body all have a value. If one of these fields is empty, the plugin opens the ticket without a timer, and it does not show an error. The "From" address: When Ticket Source is Admin, the email comes from the From Address of the order queue. If the order queue has no From Address, the email comes from the reply address of the brand. If neither address is set, the action stops with the error "No usable email address could be found under order queue or company identity settings". This also applies to internal tickets. Add the Open Ticket action to an order queue Go to the order queue. Click edit on the order queue to open Manage Order Queue. For more information, refer to the article "Adding Order Queues". Find the step where you want to open the ticket. Click add action. In English(USA) Name, type a name for the action. This name shows on the order. In Module, select Open Ticket under Plugins. Click Save. Warning: The Module list has two items with the name Open Ticket. The item under Modules is the older, built-in Open Ticket action. The item under Plugins is the plugin action that this article describes. The plugin item shows only after you add a plugin instance for this order queue. Do not click the Config tab for the plugin action. The plugin action has no settings on this tab. In Ubersmith 5.2.3, the tab shows a blank page. The plugin instance holds all of the settings. Run the action on an order Open the order. Under Order Actions, find the action. Click Process. The Process Order popup opens. It shows the ticket fields with the values from the plugin instance. Change the values for this order if necessary. Click Process. When the action is complete, the ticket shows in the Support Manager. The ticket is linked to the order and to the client. If the ticket is not internal, Ubersmith also sends the email. The subject of the email starts with the ticket number, for example [#123]. You can run the action again on the same order. Click Reprocess next to the completed action. Known issues These issues apply to Ubersmith 5.2.3: CC cannot be empty. If CC is empty, the action stops with the error "cc: Invalid email address". Type at least one address in CC. You can use ##owner_email##. Internal tickets fail. For an internal ticket, the plugin always clears CC. Because of this, an internal ticket always fails with the "cc: Invalid email address" error. Order variables are not replaced. The plugin puts the Subject and Body text into the ticket as you type them. A variable such as ##order_id## stays as text. Do not use variables in these fields. The timer fields always show on the Process Order popup, also when Add Timer is No. Ubersmith ignores these fields when Add Timer is No.