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edit popup window(ticket-preview.tmpl) and add new line.

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Hello all.

I want to edit pop-up window. I found that includ\staff\template\ticket-preview.tmpl is responsible for that.
I want to add there line with first 20 characters of text which client write in "
Issue Details". I found class which is responsible for that textarea it is staff/ticket-view.php. Class name is "thread-body" line 412.
I added  tr and td between them and cause it
sprintf i should add 3-th component. I named it on bottom of code "WHAT IS HERE????".   Code inside "ticket-preview.tmpl" line 65 looks like this:

echo sprintf('
        <tr>
            <th width="100">'.__('Status').':</th>
            <td>%s</td>
        </tr>
<tr>
            <th width="100">'.__('text').':</th>
            <td>%s</td>
        </tr>
        <tr>
            <th>'.__('Yaradılıb:').':</th>
            <td>%s</td>
        </tr>',$ticket_state, WHAT IS HERE????, Format::db_datetime($ticket->getCreateDate()));

Please help, can not echo written text it to pop-up windows(((

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