Assign to Staff W/O Comment

ryan.toolking

This is a two part mod re-quest, that I fee like I should have figured out on my own.

Is is possible to make the comment section of Assign to Staff not mandatory? at least for Managers? Our managers are currently assigning within their respective departments to the best qualified to help, and making a comment is an unnecessary step.

Second, Once it is assigned to another person is is possible to for the ticket to be seen by other staff? I would help our staff know if the ticket was passed successfully and whoever they assigned it to was able to follow up and take care of the customer.

masino_sinaga

Is is possible to make the comment section of Assign to Staff not mandatory? at least for Managers? Our managers are currently assigning within their respective departments to the best qualified to help, and making a comment is an unnecessary step.

Yes, it is.

Open file \scp\tickets.php, FIND:

$fields = array('type'=>'text', 'required'=>1, 'error'=>'Message required');

REPLACE WITH:

// $fields = array('type'=>'text', 'required'=>1, 'error'=>'Message required');

Second, Once it is assigned to another person is is possible to for the ticket to be seen by other staff? I would help our staff know if the ticket was passed successfully and whoever they assigned it to was able to follow up and take care of the customer.

What osTicket version do you use? I am using osTicket v1.6 RC4. As long as I know, the ticket that has been assigned to staff A, still can be seen by staff B. Please correct me if I am wrong. ;)

Best regards,

Masino Sinaga

scottro

This worked for me as well, thanks!

Also - for anyone looking - you can also change the following in order to remove the requirement of a note on "Dept. Transfer"

/scp/tickets.php

REPLACE

$fields = array('type'=>'text', 'required'=>1, 'error'=>'Note/Message required');

WITH

//$fields = array('type'=>'text', 'required'=>1, 'error'=>'Note/Message required');

scottro

Masino,

Do you know how I can get rid of the red * after "Internal Note" as that is an indicator to everyone that it actually is required (but no longer is).

I've looked through some code and I think its somewhere in

include/staff/viewticket.inc.php

But I can't seem to find exactly what I'm looking for.

scottro

Nevermind! I just found it

Just removed the following:

<font class='error'> *<?=$errors?></font>