Help Topic visible in Ticket View

DackR

I know that right now, it seems like the Help Topics are directly linked to the Departments. This is fine, but I'd like to be able to see what Help Topic the user selected and have it visible in the ticket list as well as when viewing tickets individually. This cant be too difficult to pull off... right?

Please let me know!

4ice

I know that right now, it seems like the Help Topics are directly linked to the Departments. This is fine, but I'd like to be able to see what Help Topic the user selected and have it visible in the ticket list as well as when viewing tickets individually. This cant be too difficult to pull off... right?
Please let me know

Hi DackR,

I will take a look at this. Can't say if it will be difficult or not, just gonna see what I can do.

DackR

Awesome! I'm excited to see what you'll come up with. Good luck!

hamper19

I was thinking about something like this also. I'd like to be able to somehow categorize our tickets into ticket type, such as "ftp request", "purchase request", "new hire request" etc.

It seems you kind of have to do it a backwards way, and make new departments and then new help topics if you want to do this.

In the ticket it would be nice to have a drop down that lets you pick what type of ticket it is

can that be done?

closebeauty

I need this function too

Because one department can have several products.

JayDee

Hey hey,

This sounds like what i'm trying to get working as well, my approach is slightly different but they same deal.

We just need to catagorize our tasks into different area's but all staff need to set the topics in the staff new ticket form.

Cheers

Jay

micro3d

Any news?

Any word on this mod/feature? I really need this ability. We are using osTicket for my local govt "Community Support" page. Basically like a complaints page. Well under our public works dept we have different staffys for different help topics. I.E. Sanitation, Road Work, Street Lights. In the department different people are responsible for those different tasks. It would be nice if they didn't have to View each ticket to see if it applies to their "sub category". This field would naturally be sortable too =)

Thanks!

cdavis1986

Yeah, this would be a great feature, something I'm kind of working on right now as well.

kakubei

yes please!

Hello, I just installed osTicket and am setting it up and this feature is sorely needed. Support needs to know what Help Topic the user chose in order to route the ticket appropriately. It seems strange that it is not available right now and that there has been no response since September.

Anyone know the status of this? osTicket needs a ticket! :)

encryptomatic

Showing Help Topic on ticket page would be great!

Hi, I would like to add my support to this feature.

We have 6 products assign to a single department; there is a real disconnect between the user selecting a "Help Topic" that identifies the product they want help with, and the department being able to actually see which Help Topic was selected. I wonder why they should even both to select a Help Topic, honestly.

Sometimes people offer minimal details, and then we have to go back and ask them, "sorry, which product are you talking about."

Having a column for Help Topic on the Tickets page would be really useful.

derekmorris7

This would be great

The way we use it, we definately need something like this!

AlexeySim

Hi All,

I've solved this problem like this:

(I used this manual http://osticket.com/forums/showthread.php?t=873(http://osticket.com/forums/showthread.php?t=873))

1) MySQL Database: manually add a field to ost_Ticket

topic varchar(32)

2) class.ticket.php:

Add new variable here:

class Ticket{

var $id;

var $extid;

var $email;

var $status;

var $created;

var $updated;

var $priority;

<s>**</s> var $topic; <e>**</e>

and here:

$this->created =$row;

$this->updated =$row;

<s>**</s> $this->topic =$row; <e>**</e>

and here:

//GET

function getId(){

return $this->id;

}

function getExtId(){

return $this->extid;

}

function getTopic(){

return $this->topic;

}

and here:

// Intenal mapping magic...see if we need to overwrite anything

if(isset($var) && !$var) { //Ticket created via web by user

if($var && ($topic= new Topic($var)) && $topic->getId()) {

$deptId=$topic->getDeptId();

$priorityId=$priorityId?$priorityId:$topic->getPriorityId();

$autorespond=$topic->autoRespond();

<s>**</s> $topic_txt = $topic->topic;<e>**</e>

}

$topic=null;

$source='Web';

}elseif($var && !$var) { //Emailed Tickets

$email= new Email($var);

if($email && $email->getId()){

$deptId=$email->getDeptId();

$autorespond=$email->autoRespond();

$priorityId=$priorityId?$priorityId:$email->getPriorityId();

}

$email=null;

$source='Email';

$topic='';

<s>**</s> $topic_txt = '';<e>**</e>

}elseif($var){ //Opened by staff.

$deptId=$var;

$source=ucfirst($var);

<s>**</s> $topic_txt = '';<e>**</e>

}

and finally open view client\viewticket.inc.php and staff\viewticket.inc.php.

I've decided to put topic to the header.

Ticket #<?=$ticket->getExtId()?> <a href="tickets.php?id=<?=$id?>" title="Reload"> </a>  

<?=$ticket->getTopic()?>

Hope this will help somebody.

WBR, Alex Simachov

FrankDee

We'd love to have this one too

masino_sinaga

Here is the real solution!

Hi,

I made a complete MOD to implement HelpTopic in ticket table, including save the new field "topic_id" in ticket table:

http://www.osticket.com/forums/showthread.php?t=2023(http://www.osticket.com/forums/showthread.php?t=2023)

Hope this helpful for you. Waiting for your feedback.

Best regards,

Masino Sinaga