Setting Numeric Search Values

ostickguy

Hello,

As you can see I'm brand new to the forum. Recently installed OSticket and love it, however must make a couple of tweaks to suit our company's requirements.

When we enter a ticket its crucial we're able to search for a closed/open ticket via mobile phone number (we're a telecom company and capture this in each ticket). Currently I've tried even inserting the mobile number in the subject field, but when I search the mobile number nothing is found.

I need to know if...

A). It's possible to add a field for mobile number as mandatory when opening a new ticket, which will then be searchable when queried.

or...

B). We're able to search for a mobile number in the subject field and successfully return results.

Please be forewarned that I'm not a coder and not fluent with PHP/programming.

We're using Cpanel to manage server at this time (version 11.38.2 build 7).

Really appreciate any input!

jared@osticket.com

I'm thinking this cannot be accomplished in osTicket 1.7 with customization. This will be addressed and will work properly with osTicket 1.8, due out some time in October.

ostickguy

That's odd. There must be a way to search phone number via keyword in subject field then I would imagine?

For example:

SUBJECT: 222-333-4444 John Smith Troubleshooting

Ticket search: 222-333-4444, or John Smith to yield results in search query (both search functions required as sometime we only have the phone number, user name or vice versa).

We enter all tickets internally, therefore the client will not be able to dictate the subject.

Anyone able to tell me how to customize to do so?

ostickguy

Found this thread, which appears to fix the issue, but on an old version.

http://osticket.com/forums/showthread.php?t=2682(http://osticket.com/forums/showthread.php?t=2682)

Any ideas? I'm running v1.7.1.1

ostickguy

Can anyone help?

ntozier

Seems to me that you might want to make the request for a mod in the mods section of the forums. Otherwise you will just have to wait for 1.8 to come one. I'm sure that Jared has a reason for why he said that he didn't think that it could be easily addressed as a mod (but I have not looked to see if I can figure out why).

jared@osticket.com

I'm confused. In your original post, you said in section "B" that you were able to search the phone number in the subject field already. I don't doubt that you can. If that's sufficient, then I think you're done.

You also mentioned adding a field for a mobile phone number and searching on it. That would require a mod. Of course, anything is possible with mods, so you're free to go that route, if you feel it's the best.

osTicket 1.8 will add dynamic data to tickets and clients, which will allow you to add new fields to either. You will also be able to search for tickets and clients on your dynamic fields as well. The developer preview is due out in a few weeks, so it might be worth the wait. That's all I'm saying.

Cheers,

ostickguy

I'm confused. In your original post, you said in section "B" that you were able to search the phone number in the subject field already. I don't doubt that you can. If that's sufficient, then I think you're done.
You also mentioned adding a field for a mobile phone number and searching on it. That would require a mod. Of course, anything is possible with mods, so you're free to go that route, if you feel it's the best.
osTicket 1.8 will add dynamic data to tickets and clients, which will allow you to add new fields to either. You will also be able to search for tickets and clients on your dynamic fields as well. The developer preview is due out in a few weeks, so it might be worth the wait. That's all I'm saying.
Cheers,

That was followed by "I need to know if...", meaning we don't currently have any mods set to complete either A, or B which is what I'm trying to complete.

Does anyone know how difficult such a mod would be? We have a dev team, but they're not fluent with OSticket, nor am I as we're all brand new to it.

Is 1.8 the answer? If the dynamic fields can be added and are searchable, this could do it. Hoping it will release soon??

ostickguy

For now my workaround is adding the company name to subject line. When trying to locate ticket via phone number, we search company name which will populate from subject field and then cntrl + f to locate mobile number in subject line.

Now the question is, how many results can populate on the closed ticket page before having to go to next page? Can we change to show more results per page to locate numbers easier?

Not ideal, but a workaround nonetheless.