Close New Ticket

JayDee

Hey hey,

Another customisation of the new ticket feature for staff.

I am looking at adding a close ticket option to the new ticket feature of the helpdesk. I want to be able to add the option to close a job at the new ticket page. Just for logging purposes for tasks that have been resolved in a short period of time.

I have found the setStatus() function in the ticket class.ticket.php file, but it seams i need a ticket number before closing the ticket to be able to use this function.

Once again any nudges in the right direction would be awesome and time saving :)

And if I figure it out I will be sure to post my findings here :)

Cheers

Jay

Corey

Hey hey,
Another customisation of the new ticket feature for staff.
I am looking at adding a close ticket option to the new ticket feature of the helpdesk. I want to be able to add the option to close a job at the new ticket page. Just for logging purposes for tasks that have been resolved in a short period of time.
I have found the setStatus() function in the ticket class.ticket.php file, but it seams i need a ticket number before closing the ticket to be able to use this function.
Once again any nudges in the right direction would be awesome and time saving :)
And if I figure it out I will be sure to post my findings here :)
Cheers
Jay

Maybe I'm not understanding you, but that already exists.

/scp/admin.php >> Staff >> Group Name >> Check 'Can Mass Close Tickets'.

JayDee

hmmm not really

Thanks Corey,

But i was looking more at adding a close function into the new ticket page, so the ticket is created and closed when creating the ticket.

At the moment all that i can see is open ticket, well i pretty much want another button or a check box or something that says close ticket. Then it keeps a log and time is saved rather than ticking the ticket and closing it on a different page.

Cheers

Jay

manmach

I can see what you mean, but you must agree that this should not be common use of the system. Therefore, I would advise against making such a change, unless it is optional and not enabled by default.

JayDee

Fun and Games

At the moment we get jobs at our counter that can be resolved there and then.

Our supervisor wishes all jobs and inquires to be logged because this is a new department.

Being able to create and close a job in one page makes sense in this scenario and many more I can think of. Instead we have to open a job, and then close it on a different page. Just trying to make things a little faster and streamlined on our end.

It’s not a suggestion for the release’s, just something I think will be useful for our case and wondered if anyone could lend a hand in witch files to rip apart, still relatively new to this kind of programming so it’s all fun and games for me ;)

Will keep battling solo till I figure things out

Cheers

Jay

manmach

Your case certainly makes sense.

But I don't quite understand what the problem is with the current setup.

Right now, you get your customer at the desk, so one of your staff clicks 'new ticket' and enters the customers complaint into the system.

She then clicks 'Open ticket', which leads here immediately to the page where she can enter or select the solution, explain it to the customer and close the ticket.

Do you not want the solution to be recorded? Because I don't quite see how you could save more than one click (the 'open ticket') in this particular case.

JayDee

Yeah i can see where your comming from. But i did not realise that it was such an odd inquiery, i have worked with desktops in the past where jobs can be closed imediatly, for the sake of logging and reporting.

Many requests we recive are simple tasks such as setting up a wireless connection on a laptop to the university network.

Subject: Student Wireless config

Issue summury:

Configured wireless on students laptop

basicly thats all thats needed for that job, other than to close it

Another resaon i am doing it is so that it actually looks like i'm doing something, being employed and all it pays to look busy hehe

Anyways again would be nice if my motives could be left out of it and maybe some help given on how i can achive the desired out come :)

cheers

Jay

Corey

Let me get this straight.

A costumer creates a ticket and you want that ticket to automatically be closed right after the creation?

peter

Corey, no he is talking about staff panel. I will post a patch to add the feature in a day or so.

JayDee

hehe, thanks peter :) looking forward to it.

manmach

Your motives where interesting nonetheless, because it might apply to others too. Understanding the situation better, makes for a solution that works for everyone.

It appears there are two different use cases here that both have value and may need to be recognised separately.

One is where an incident gets reported that cannot be solved immediately, thus needs to be monitored until completion.

And one is where an incident gets reported and solved immediately or has already been solved, thus only needs to be logged.

But I am sure Peter has already recognised that by now and his patch will solve it elegantly :-)

JayDee

Hmmm very good point,

i did say option though, not automatically close, there are some jobs we have that still need to be tracked.

I was probably not to clear in my original description sorry. But i think we got there in the end :) And i think peter knows what i mean, so all is well :)

look forward to seeing what he comes up with...

peter

Attached is a patch to add ability to close new tickets created via staff panel. Simply overwrite include/staff/newticket.inc.php and scp/tickets.php

If need be I can post segment of code to change if overwriting existing files is not an option.

NOTE: Patch only applies to RC4.

[status_patch.zip](https://forum.osticket.com/assets/files/migrated/2/bd831a2cc9e29765df42ac272137498.zip)

JayDee

Thanks very much peter, I will implement when i get back to work and tell you how i go

cheers

Jay

JayDee

Yay

Works like a charm :)

Had to re do a couple of my own customizations but other than that, stress free closing of the jobs

cheers

Jay

wyotriumphrider

Peter, if you would be so kind...

Attached is a patch to add ability to close new tickets created via staff panel. Simply overwrite include/staff/newticket.inc.php and scp/tickets.php
If need be I can post segment of code to change if overwriting existing files is not an option.
NOTE: Patch only applies to RC4.

Would you put up the code changes? I've got too many other mods going on, and I suck with PHP...

Thanks!

wyotriumphrider

I have the mod implemented that shows who was assigned the ticket when viewing closed tickets. Is there a possibility that the staff that opened and closed the "quick ticket" could assign themselves during the creation phase so that the ticket author would appear in closed tickets?

Thanks!

cube28

Hey, i made this for 1.6 RC5 and it works fine for me.

What you have to do is...

add this in your /include/staff/viewticket.php:

Ticket Status:

Open

>Closed

* <?=$errors?>

and find this in your /scp/tickets.php:

elseif($_POST){ //Not assigned...save optional note if any

$ticket->postNote('New Ticket',$_POST,false);}

and add this code:

if($_POST=='closed') { //Ticket getting closed.

$ticket->close();}

schiwe

Hey, i made this for 1.6 RC5 and it works fine for me.
What you have to do is...
add this in your /include/staff/viewticket.php:
Ticket Status:

Open
>Closed

* <?=$errors?>

and find this in your /scp/tickets.php:
elseif($_POST){ //Not assigned...save optional note if any
$ticket->postNote('New Ticket',$_POST,false);}
and add this code:
if($_POST=='closed') { //Ticket getting closed.
$ticket->close();}

Why to modify the viewticket.php file?

RoubX

Hi, I'm using v1.6 (ST). I have plenty of IT experience, but none of it with PHP. I've implemented an LDAP mod so I was looking to put this in using code snippets. However, the viewticket file name is different and the code is not visible in tickets.php.

Could I ask someone a huge favour and let me know where to go in my version?

thanks.