[HELP] - Sorting Ticktets (I'm a total newbie)

bhoward

NOTE (Jan-15-2009): I've found a "solution" to most of this. Now I just have 3 small problems. Can someone read the second post and help, please?

Hello. =)

I've been trying to modify my osTicket settings for a few days, and it's driving me crazy. I know a little bit of HTML, but I don't understand PHP at all. I've been trying to add fields (according to (this thread's) instructions), and I screwed things up. :

Anyway, I've listed everything I'm trying to do in here. Can someone please help me? I'd really appreciate it! (And sorry for the length of this post...)

PS: If a client replies to a ticket via email, how can I get the message to show up in the SCP? Is that what "email piping" is for?

And if I use email piping, will I still have copies of each ticket in my inbox? I'd like to have email copies too, as backup.

I. Submitting a New Ticket (Appearance):

1) On the tickets, how can I add a field for "Referrals" (which'll be a drop-down menu, similar to the "Help Topics" field)?

2) How can I make the "Due Date" field appear on all new tickets (staff-side AND client-side)?

[ (picture of what I'm trying to do

II. Organizing Tickets (External/SCP View):

3) I want the "Email Address" to be visible in the SPC, (like this picture).

3.5) Is there a way that only Managers and Admins can see client email addresses?

4) I want to be able to sort the "Subject", "From", and "Email" areas too. How can I do this? I assume I'd have to edit something in tickets.inc.php (it looks like there are sorting options in there), but I'm not sure.

III. Organizing Tickets (Internal View, When You Read a Ticket)

5) Can I replace the "Source" area with "Referrals"? (Assuming "source" isn't super important, and the software won't crash if I get rid of it.)

6) Can I add a new ticket status group, called "Payment Pending"? So instead of "closing tickets on reply", staff members will "send tickets to the Billing Department on reply".

[ (picture of what I'm trying to do

If I can't edit the "Close on Reply" checkbox (or add a "Payment Pending" group at the top)...then can I remove this checkbox altogether? That way, only managers and admins can close the tickets (via Mass Close), after tickets have been processed in the Billing Department.

bhoward

Hi again,

I managed to get at least some of what I wanted....but I'm having a few minor problems. Hopefully someone can help me with this?

1) The "Referred by:" field is empty on viewticket.inc.php. No one's name is showing up. Does anyone know what happened?

1.5) Did I format my "Referred by:" database entry incorrectly? This is what I did in myPHPAdmin (in the ost_ticket table):

<s>**</s>Field:<e>**</e> referrer

<s>**</s>Type:<e>**</e> ENUM

<s>**</s>Length/Values:<e>**</e> 'B.Howard','Name.2','Name.3','Website'

<s>**</s>Collation:<e>**</e> latin1_swedish_ci

<s>**</s>Attributes:<e>**</e>

<s>**</s>Null:<e>**</e> not null

<s>**</s>Default:<e>**</e> Website

<s>**</s>Extra:<e>**</e>

<s>**</s>Comments:...Should I add the "referrer" field to other tables, too? (Like ost_ticket_message?)

2) Dept. Transfers: Each time the Billing Department is selected, I want a special sentence to automatically show up in the textarea. How can I do this?

PRedmond

It is good that you have done what you have - by playing with it yourself, you'll learn more than you ever would having someone write directions for you!! If you have managed to do most of the things listed above, you have done great!

1) Do you mean that you have created a select list, but there are no select options?? If so, what you need to do it the following:

<select name="referredBy">

<option value="FredJones">Fred Jones</option>

<option value="JaneDoe">Jane Doe</option>

<option value="Jack Smith">Jack Smith</option>

</select>

This should create the dropdown list, with options. The value entered in the value attribute (eg "Jack Smith") is what will appear in the database when it is working properly.

1.5) I usually use latin1, but I don't see that it would cause any problems being latin1_swedish_ci...

I have never added extra columns to other tables in this circumstance. The only time I have been interested in the extra information (in this case, the referrer) is when the ticket has been submitted. If this information changed each time you replied to a ticket, then you would need the extra fields in other tables.

2) Do you want this to happen when the client selects the billing dept, or when a staff member transfers the ticket to the billing dept? I assume the second. Do you want the text to simply appear in the textbox so that staff can add comments, or do you want the text to out as an automatic message?

bhoward

Eek! My "instant email notification" for this thread went into my Spam box (plus I thought no one would ever reply to this thread), so I never knew you responded! Sorry!!

By the way: when I said I found "solutions", what I meant was:

1. Turns out, I made an error in my "Referred by" field, so now it's working just fine. And the database info I created works fine.

I already know how to create a dropdown list (thanks for the tip though!). It wasn't working because I used incorrect code somewhere, like I added an extra '-symbol or I added an unnecessary column to my database table. I can't remember what it was now; I should have written it down. >

2. I gave up on adding a "Due Date" field. I figure the clients can discuss this with my staff, when the time arises.

3. I'm still having problems with the email one. I even made (a new thread) about it.

4. I figured this part out; just copied/pasted/edited info from the other, already "sortable" fields. =D

5. I solved this, too. I think I just had to replace everything in the "Source" area with my "Referrer" code.

6. I never figured out how to make a new group. So instead, I got rid of the "Close On Reply" button (which now means only admins can close tickets, via the "Close" button). And I wrote a message at the bottom of the page, reminding staff to transfer ALL tickets to the Billing Dept.

This'll be a quick fix until I learn more about PHP, 'cuz I really do want a "Payment Pending" group.

PRedmond

Sounds like a steep curve - particularly without knowledge of PHP!!