When opening tickets

michael.therrien

Wouldn't it make sense to allow those in /support/scp/ to choose Help Topics, same as those in /support/ ?

I ask because I noticed my tickets saying "Help Topic: N/A" which should easily be able to be assigned by those logged in.

peter

Mike,

Help topics are actually meant for mapping online inquiries to departments and assign priorities without the need to expose such information to clients e.g internal departments. They are temporary and can be changed depending on hot support issues at the time (in theory) e.g Refunds for ABC product. On the other hand, staff creating the ticket can map to departments and priorities directly.

michael.therrien

Great description Peter,

For reporting reasons, I would modify the /support/scp/newticket.inc.php to auto-populate the department and priorities once the Help Topic is chosen, and give them the ability to customize the department and priorities to their liking. This would make it so the "Help Topic" is always set and they can be populated from the database for statistical reporting.

If you find this to be a good idea, would you like help implementing something to this nature? (I've already modified /include/client/open.inc.php to do something similar for my use of osTicket)

peter

Sounds good to me. Be sure to post your mod when you are done.

michael.therrien

I'll keep you posted...