Remove buttons on Help Topic Form

jdceg

We're looking for a way to remove the buttons for specific help topics. Is there a way to do this?

We're using specific help topics as informational only and they shouldn't put in a ticket.

Daedalus01

Are you meaning like this? End users will not be able to select the Help topic but they would still be visible to Agents.

jdceg

Daedalus01 We would want it to still be visible to end users, just want them to not be able to click the "Create Ticket" button. We use some help topics as a way for people to know who to contact that aren't agents in our help desk system.

Here's an example of what it would look like

Boephe

Can you just have it create the ticket, email the relevant person and then close the ticket?

Settings -> Manage -> Filters
Filter rule
Might need some ID number and not the name, I haven't tested that bit

Filter Action
This may email your team but I think you can find a way around that. The %{ticket.thread} was the only way I could get the original message in the email but with more testing there might be a better code to use. These are the codes you use in Emails -> Templates so you can look up if there is a better one to use. %{message} and %{ticket.thread.original} didn't work for me.

The resulting email
I changed the wording after testing and getting it to work. You can see the %{ticket.thread} thing looks a little funny, but you can play around with that. I found if I set the Filter Action to Reject Ticket I was prevented from submitting the ticket at all so I think you are stuck opening and then closing the ticket.

jdceg

Boephe I'll give this a shot.

This was initially what we wanted to do but couldn't figure it out. Appreciate your help on this!

jdceg

An FYI for anyone wanting to do this and doesn't know how to get the "Topic Id"

Go to the Help Topics section and click on the help topic you want to filter. The id will be in the URL

http://<your_osticket_instance>/scp/helptopics.php?id=26