Fixes issue #105: Email template issues.

fixtures/initial_data.json

@@ -4,7 +4,7 @@
         "model": "helpdesk.emailtemplate", 
         "fields": {
             "template_name": "assigned_cc", 
-            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that ticket <a href=\"{{ ticket.staff_url }}\"><b>{{ ticket.ticket }}</b></a> (<em>{{ ticket.title }}</em>) for {{ ticket.submitter_email }} has been {% if ticket.assigned_to %}assigned to {{ ticket.assigned_to }}{% else %}unassigned{% endif %}.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID<b>: {{ ticket.ticket }}<br>\r\n<b>Queue<b>: {{ queue.title }}<br>\r\n<b>Title<b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter<b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority<b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status<b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to<b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>", 
+            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that ticket <a href=\"{{ ticket.staff_url }}\"><b>{{ ticket.ticket }}</b></a> (<em>{{ ticket.title }}</em>) for {{ ticket.submitter_email }} has been {% if ticket.assigned_to %}assigned to {{ ticket.assigned_to }}{% else %}unassigned{% endif %}.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Queue</b>: {{ queue.title }}<br>\r\n<b>Title</b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter</b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status</b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>", 
             "plain_text": "Hello,\r\n\r\nThis is a courtesy e-mail to let you know that ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") for {{ ticket.submitter_email }} has been {% if ticket.assigned_to %}assigned to {{ ticket.assigned_to }}{% else %}unassigned{% endif %}.\r\n\r\nTicket ID: {{ ticket.ticket }}\r\nQueue: {{ queue.title }}\r\nTitle: {{ ticket.title }}\r\nOpened: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSubmitter: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriority: {{ ticket.get_priority_display }}\r\nStatus: {{ ticket.get_status }}\r\nAssigned to: {{ ticket.get_assigned_to }}\r\nView Online: {{ ticket.staff_url }}\r\n\r\nThe original ticket description was:\r\n\r\n{{ ticket.description }}", 
             "heading": "Ticket Assigned", 
             "subject": "(Assigned)"
@@ -15,7 +15,7 @@
         "model": "helpdesk.emailtemplate", 
         "fields": {
             "template_name": "assigned_owner", 
-            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that ticket <a href=\"{{ ticket.staff_url }}\"><b>{{ ticket.ticket }}</b></a> (<em>{{ ticket.title }}</em>) for {{ ticket.submitter_email }} has been assigned to <b>you</b>.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID<b>: {{ ticket.ticket }}<br>\r\n<b>Queue<b>: {{ queue.title }}<br>\r\n<b>Title<b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter<b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority<b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status<b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to<b>: YOU<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>", 
+            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that ticket <a href=\"{{ ticket.staff_url }}\"><b>{{ ticket.ticket }}</b></a> (<em>{{ ticket.title }}</em>) for {{ ticket.submitter_email }} has been assigned to <b>you</b>.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Queue</b>: {{ queue.title }}<br>\r\n<b>Title</b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter</b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status</b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to</b>: YOU<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>", 
             "plain_text": "Hello,\r\n\r\nThis is a courtesy e-mail to let you know that ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") for {{ ticket.submitter_email }} has been assigned to you.\r\n\r\nTicket ID: {{ ticket.ticket }}\r\nQueue: {{ queue.title }}\r\nTitle: {{ ticket.title }}\r\nOpened: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSubmitter: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriority: {{ ticket.get_priority_display }}\r\nStatus: {{ ticket.get_status }}\r\nAssigned to: YOU\r\nView Online: {{ ticket.staff_url }}\r\n\r\nThe original ticket description was:\r\n\r\n{{ ticket.description }}", 
             "heading": "Ticket Assigned To You", 
             "subject": "(Assigned To You)"
@@ -26,7 +26,7 @@
         "model": "helpdesk.emailtemplate", 
         "fields": {
             "template_name": "closed_cc", 
-            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ticket <i>{{ ticket.title }}</i> ('{{ ticket.title }}'){% if ticket.assigned_to %}, assigned to {{ ticket.get_assigned_to }}{% endif %} has been closed.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID<b>: {{ ticket.ticket }}<br>\r\n<b>Queue<b>: {{ queue.title }}<br>\r\n<b>Title<b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter<b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority<b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status<b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to<b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The resolution provided was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">If you wish to view this ticket online, you can visit <a href='{{ ticket.staff_url }}'>{{ ticket.staff_url }}</a>.</p>", 
+            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ticket <i>{{ ticket.title }}</i> ('{{ ticket.title }}'){% if ticket.assigned_to %}, assigned to {{ ticket.get_assigned_to }}{% endif %} has been closed.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Queue</b>: {{ queue.title }}<br>\r\n<b>Title</b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter</b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status</b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The resolution provided was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">If you wish to view this ticket online, you can visit <a href='{{ ticket.staff_url }}'>{{ ticket.staff_url }}</a>.</p>", 
             "plain_text": "Hello,\r\n\r\nTicket {{ ticket.title }} (\"{{ ticket.title }}\"){% if ticket.assigned_to %}, assigned to {{ ticket.assigned_to }}{% endif %} has been closed.\r\n\r\nTicket ID: {{ ticket.ticket }}\r\nQueue: {{ queue.title }}\r\nTitle: {{ ticket.title }}\r\nOpened: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSubmitter: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriority: {{ ticket.get_priority_display }}\r\nStatus: {{ ticket.get_status }}\r\nAssigned to: {{ ticket.get_assigned_to }}\r\nView Online: {{ ticket.staff_url }} (login required)\r\n\r\nThe original description was:\r\n\r\n{{ ticket.description }}\r\n\r\nThe resolution provided was:\r\n\r\n{{ resolution }}", 
             "heading": "Ticket Closed", 
             "subject": "(Closed)"
@@ -37,7 +37,7 @@
         "model": "helpdesk.emailtemplate", 
         "fields": {
             "template_name": "closed_owner", 
-            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The following ticket, which is currently assigned to you, has been closed.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID<b>: {{ ticket.ticket }}<br>\r\n<b>Queue<b>: {{ queue.title }}<br>\r\n<b>Title<b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter<b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority<b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status<b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to<b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The resolution provided was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.resolution }}</blockquote>", 
+            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The following ticket, which is currently assigned to you, has been closed.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Queue</b>: {{ queue.title }}<br>\r\n<b>Title</b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter</b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status</b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The resolution provided was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.resolution }}</blockquote>", 
             "plain_text": "Hello,\r\n\r\nThe following ticket, which is currently assigned to you, has been closed.\r\n\r\nTicket ID: {{ ticket.ticket }}\r\nQueue: {{ queue.title }}\r\nTitle: {{ ticket.title }}\r\nOpened: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSubmitter: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriority: {{ ticket.get_priority_display }}\r\nStatus: {{ ticket.get_status }}\r\nAssigned to: {{ ticket.get_assigned_to }}\r\nView Online: {{ ticket.staff_url }} (login required)\r\n\r\nIf you wish to view this ticket online, you can visit {{ ticket.staff_url }}.\r\n\r\n", 
             "heading": "Ticket Closed", 
             "subject": "(Closed)"
@@ -59,7 +59,7 @@
         "model": "helpdesk.emailtemplate", 
         "fields": {
             "template_name": "escalated_cc", 
-            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that ticket <i>{{ ticket.ticket }}</i> ('{{ ticket.title }}') has been escalated automatically.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID<b>: {{ ticket.ticket }}<br>\r\n<b>Queue<b>: {{ queue.title }}<br>\r\n<b>Title<b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter<b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority<b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status<b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to<b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>", 
+            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that ticket <i>{{ ticket.ticket }}</i> ('{{ ticket.title }}') has been escalated automatically.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Queue</b>: {{ queue.title }}<br>\r\n<b>Title</b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter</b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status</b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>", 
             "plain_text": "Hello,\r\n\r\nThis is a courtesy e-mail to let you know that ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") has been escalated automatically.\r\n\r\nTicket ID: {{ ticket.ticket }}\r\nQueue: {{ queue.title }}\r\nTitle: {{ ticket.title }}\r\nOpened: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSubmitter: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriority: {{ ticket.get_priority_display }}\r\nStatus: {{ ticket.get_status }}\r\nAssigned to: {{ ticket.get_assigned_to }}\r\nView Online: {{ ticket.staff_url }} (login required)\r\n\r\nThe original ticket description was:\r\n\r\n{{ ticket.description }}", 
             "heading": "Ticket Escalated", 
             "subject": "(Escalated)"
@@ -70,7 +70,7 @@
         "model": "helpdesk.emailtemplate", 
         "fields": {
             "template_name": "escalated_owner", 
-            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">A ticket currently assigned to you has been automatically escalated as it has been open for longer than expected.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID<b>: {{ ticket.ticket }}<br>\r\n<b>Queue<b>: {{ queue.title }}<br>\r\n<b>Title<b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter<b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority<b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status<b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to<b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>", 
+            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">A ticket currently assigned to you has been automatically escalated as it has been open for longer than expected.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Queue</b>: {{ queue.title }}<br>\r\n<b>Title</b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter</b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status</b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>", 
             "plain_text": "Hello,\r\n\r\nA ticket currently assigned to you has been automatically escalated as it has been open for longer than expected.\r\n\r\nTicket ID: {{ ticket.ticket }}\r\nQueue: {{ queue.title }}\r\nTitle: {{ ticket.title }}\r\nOpened: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSubmitter: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriority: {{ ticket.get_priority_display }}\r\nStatus: {{ ticket.get_status }}\r\nAssigned to: {{ ticket.get_assigned_to }}\r\nView Online: {{ ticket.staff_url }} (login required)\r\n\r\nThe original ticket description was:\r\n\r\n{{ ticket.description }}\r\n\r\nPlease review this ticket and attempt to provide a resolution as soon as possible.", 
             "heading": "Ticket Assigned to You Has Been Escalated", 
             "subject": "(Escalated)"
@@ -92,7 +92,7 @@
         "model": "helpdesk.emailtemplate", 
         "fields": {
             "template_name": "newticket_cc", 
-            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that a new ticket has been opened.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID<b>: {{ ticket.ticket }}<br>\r\n<b>Queue<b>: {{ queue.title }}<br>\r\n<b>Title<b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter<b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority<b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status<b>: {{ ticket.get_status }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Description:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>", 
+            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that a new ticket has been opened.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Queue</b>: {{ queue.title }}<br>\r\n<b>Title</b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter</b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status</b>: {{ ticket.get_status }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Description:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>", 
             "plain_text": "Hello,\r\n\r\nThis is a courtesy e-mail to let you know that a new ticket has been opened.\r\n\r\nTicket ID: {{ ticket.ticket }}\r\nQueue: {{ queue.title }}\r\nTitle: {{ ticket.title }}\r\nOpened: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSubmitter: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriority: {{ ticket.get_priority_display }}\r\nStatus: {{ ticket.get_status }}\r\nView Online: {{ ticket.staff_url }} (login required)\r\n\r\nDescription:\r\n{{ ticket.description }}\r\n", 
             "heading": "New Ticket Opened", 
             "subject": "(Opened)"
@@ -114,7 +114,7 @@
         "model": "helpdesk.emailtemplate", 
         "fields": {
             "template_name": "resolved_cc", 
-            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The following ticket has been resolved.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID<b>: {{ ticket.ticket }}<br>\r\n<b>Queue<b>: {{ queue.title }}<br>\r\n<b>Title<b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter<b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority<b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status<b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to<b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The resolution that was added was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This resolution has been e-mailed to the submitter, who will verify it before you can close this ticket.</p>", 
+            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The following ticket has been resolved.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Queue</b>: {{ queue.title }}<br>\r\n<b>Title</b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter</b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status</b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The resolution that was added was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This resolution has been e-mailed to the submitter, who will verify it before you can close this ticket.</p>", 
             "plain_text": "Hello,\r\n\r\nThe following ticket has been resolved:\r\n\r\nTicket ID: {{ ticket.ticket }}\r\nQueue: {{ queue.title }}\r\nTitle: {{ ticket.title }}\r\nOpened: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSubmitter: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriority: {{ ticket.get_priority_display }}\r\nStatus: {{ ticket.get_status }}\r\nAssigned to: {{ ticket.get_assigned_to }}\r\nView Online: {{ ticket.staff_url }} (login required)\r\n\r\nThe original ticket description was:\r\n\r\n{{ ticket.description }}\r\n\r\nThe resolution provided was:\r\n\r\n{{ ticket.resolution }}\r\n\r\nThis resolution has been e-mailed to the submitter, who will verify it before you can close this ticket.", 
             "heading": "Ticket Resolved", 
             "subject": "(Resolved)"
@@ -125,7 +125,7 @@
         "model": "helpdesk.emailtemplate", 
         "fields": {
             "template_name": "resolved_owner", 
-            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">A ticket currently assigned to you has been resolved.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID<b>: {{ ticket.ticket }}<br>\r\n<b>Queue<b>: {{ queue.title }}<br>\r\n<b>Title<b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter<b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority<b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status<b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to<b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The resolution that was added was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This resolution has been e-mailed to the submitter, who will verify it before you can close this ticket.</p>", 
+            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">A ticket currently assigned to you has been resolved.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Queue</b>: {{ queue.title }}<br>\r\n<b>Title</b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter</b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status</b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The resolution that was added was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This resolution has been e-mailed to the submitter, who will verify it before you can close this ticket.</p>", 
             "plain_text": "Hello,\r\n\r\nA ticket currently assigned to you has been resolved.\r\n\r\nTicket ID: {{ ticket.ticket }}\r\nQueue: {{ queue.title }}\r\nTitle: {{ ticket.title }}\r\nOpened: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSubmitter: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriority: {{ ticket.get_priority_display }}\r\nStatus: {{ ticket.get_status }}\r\nAssigned to: {{ ticket.get_assigned_to }}\r\nView Online: {{ ticket.staff_url }} (login required)\r\n\r\nThe original ticket description was:\r\n\r\n{{ ticket.description }}\r\n\r\nThe resolution provided was:\r\n\r\n{{ ticket.resolution }}\r\n\r\nThis resolution has been e-mailed to the submitter, who will verify it before you can close this ticket.", 
             "heading": "Ticket Resolved", 
             "subject": "(Resolved)"
@@ -147,7 +147,7 @@
         "model": "helpdesk.emailtemplate", 
         "fields": {
             "template_name": "updated_cc", 
-            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") for {{ ticket.submitter_email }} has been updated.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID<b>: {{ ticket.ticket }}<br>\r\n<b>Queue<b>: {{ queue.title }}<br>\r\n<b>Title<b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter<b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority<b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status<b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to<b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The following comment was added:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ comment }}</blockquote>\r\n\r\n<p style=\"font-family: Tahoma, Arial, sans-serif; font-size: 11pt;\">This information has {% if private %}not {% endif %} been e-mailed to the submitter.</p>", 
+            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") for {{ ticket.submitter_email }} has been updated.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Queue</b>: {{ queue.title }}<br>\r\n<b>Title</b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter</b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status</b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The following comment was added:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ comment }}</blockquote>\r\n\r\n<p style=\"font-family: Tahoma, Arial, sans-serif; font-size: 11pt;\">This information has {% if private %}not {% endif %} been e-mailed to the submitter.</p>", 
             "plain_text": "Hello,\r\n\r\nThis is a courtesy e-mail to let you know that ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") for {{ ticket.submitter_email }} has been updated.\r\n\r\nTicket ID: {{ ticket.ticket }}\r\nQueue: {{ queue.title }}\r\nTitle: {{ ticket.title }}\r\nOpened: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSubmitter: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriority: {{ ticket.get_priority_display }}\r\nStatus: {{ ticket.get_status }}\r\nAssigned to: {{ ticket.get_assigned_to }}\r\nView Online: {{ ticket.staff_url }} (login required)\r\n\r\nOriginal description:\r\n\r\n{{ ticket.description }}\r\n\r\nThe following comment was added:\r\n\r\n{{ comment }}\r\n\r\nThis information has {% if private %}not {% endif %} been e-mailed to the submitter.\r\n\r\nIf you wish to view this ticket online, you can visit {{ ticket.staff_url }}.", 
             "heading": "Ticket Updated", 
             "subject": "(Updated)"
@@ -158,7 +158,7 @@
         "model": "helpdesk.emailtemplate", 
         "fields": {
             "template_name": "updated_owner", 
-            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") for {{ ticket.submitter_email }}, which is assigned to you, has been updated.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID<b>: {{ ticket.ticket }}<br>\r\n<b>Queue<b>: {{ queue.title }}<br>\r\n<b>Title<b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter<b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority<b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status<b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to<b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The following comment was added:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ comment }}</blockquote>\r\n\r\n<p style=\"font-family: Tahoma, Arial, sans-serif; font-size: 11pt;\">This information has {% if private %}not {% endif %} been e-mailed to the submitter.</p>", 
+            "html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">This is a courtesy e-mail to let you know that ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") for {{ ticket.submitter_email }}, which is assigned to you, has been updated.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Queue</b>: {{ queue.title }}<br>\r\n<b>Title</b>: {{ ticket.title }}<br>\r\n<b>Opened</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Submitter</b>: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priority</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Status</b>: {{ ticket.get_status }}<br>\r\n<b>Assigned to</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>View Online</a></b> to update this ticket (login required)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Just for reference, the original ticket description was:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">The following comment was added:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ comment }}</blockquote>\r\n\r\n<p style=\"font-family: Tahoma, Arial, sans-serif; font-size: 11pt;\">This information has {% if private %}not {% endif %} been e-mailed to the submitter.</p>", 
             "plain_text": "Hello,\r\n\r\nThis is a courtesy e-mail to let you know that ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") for {{ ticket.submitter_email }}, which is assigned to you, has been updated.\r\n\r\nTicket ID: {{ ticket.ticket }}\r\nQueue: {{ queue.title }}\r\nTitle: {{ ticket.title }}\r\nOpened: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSubmitter: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriority: {{ ticket.get_priority_display }}\r\nStatus: {{ ticket.get_status }}\r\nAssigned to: {{ ticket.get_assigned_to }}\r\nView Online: {{ ticket.staff_url }} (login required)\r\n\r\nOriginal description:\r\n\r\n{{ ticket.description }}\r\n\r\nThe following comment was added:\r\n\r\n{{ comment }}\r\n\r\nThis information has {% if private %}not {% endif %} been e-mailed to the submitter.\r\n\r\nIf you wish to view this ticket online, you can visit {{ ticket.staff_url }}.", 
             "heading": "Ticket Updated", 
             "subject": "(Updated)"

models.py

@@ -331,7 +331,7 @@ class Ticket(models.Model):
             if self.assigned_to.get_full_name():
                 return self.assigned_to.get_full_name()
             else:
-                return self.assigned_to
+                return self.assigned_to.username
     get_assigned_to = property(_get_assigned_to)
 
     def _get_ticket(self):