New ticket source

blastik

Hi there,

Does anybody know how to solve this?

http://osticket.com/forums/project.php?issueid=181(http://osticket.com/forums/project.php?issueid=181)

They fixed it already but if I could fix it before next update would be great.

Thanks!!

wyeth

Hi there,
Does anybody know how to solve this?
http://osticket.com/forums/project.php?issueid=181(http://osticket.com/forums/project.php?issueid=181)
They fixed it already but if I could fix it before next update would be great.
Thanks!!

have exact same problem

ryanp

Solved: naughty developers

We have had this MASSIVE headache since we deployed, it affects our reporting (we have an automated external reporting system that exports data from osTicket) and we cannot see where our support requests are actually coming from :

The solution is unbelivably simple :

In include/class.ticket.php find

$source='Web';

Replace this with

if(!$source) { $source='Web'; }

: I don't understand why the developers didn't simply do this in the first place. This line is there for clients submitting a ticket via the client interface but what it is actually doing is redefining the variable regardless of it's origin right before it is posted. With the simple IF statement we can define the actual source regardless of how it came in, client interface or a source defined by staff.

;) Also, when adding a source see this post from ntozier, they are the best instructions I have seen: http://osticket.com/forums/showpost.php?p=21659&postcount=5(http://osticket.com/forums/showpost.php?p=21659&postcount=5)

Cheers,

Ryan - Ahgora Sistemas