Wrong help topic being displayed

ryanp

Hi guys,

I cannot find anything in the forum already however we have a situation where when I open ticket (for example) 000001 it shows a topic of XYZ however, when we export the DB into CSV it is showing no topic under ticket 000001, so I looked directly into mySQL on the server and again it is showing no topic, then finally when I go back to the webpage and clear the cache and look at ticket 000001 it shows the help topic being XYZ.

To be save I have used Chrome, Firefox, IE and Safari and all give the same results.

We export the ost_ticket table to CSV for reporting and this is how we found the issue, does anyone know of a secondary location where the help topic is located or some way of ensuring the help topic being displayed is the same as the help topic is the ost_ticket table?

Thanks in advance

ntozier

I went into my OST DB specifically looking to see if I was the same thing as you.

It appears that the help topic is stored in two places in the ost_ticket table.

In the topic_id (as a number that correlates to the entries in ost_help_topic) and in helptopic. I notice that in my database about 1/3 of my tickets do not have either field populated. Something happened on 01/12/2010. Maybe I upgraded to a different version of OST.

Do you have help topic as a mandatory field? Sorry, doesn't look like I have any ideas to help you. I'll take a look at this again after lunch and maybe I will have an idea for you.

ryanp

Hi ntozier,

The help topic is mandatory in the customer front end but not in the staff backend.

Any help is greatly appreciated as right now our reports are not accurate.

Thanks,

Ryan

ryanp

Solved

Ok, I found the problem, it's a mod implimented ((here)) to change the help topic via include/staff/viewticket.inc.php

If you have implimented it this is the fix...

In viewticket.inc.php find

<span for="help_topic">Help Topic:</span>

and update the entry to

<span for="help_topic">Help Topic:</span>

<select id="help_topic" name="help_topic" <?=!$info?'disabled':''?> >

<option value="0" selected="selected">-Unchanged-</option>

<?

$helptopic=$ticket->getHelpTopic();

$resp=db_query('SELECT topic_id,topic,isactive FROM '.TOPIC_TABLE.' ORDER BY topic');

while($row=db_fetch_array($resp)){ ?>

<option value="<?=$row?>" <?=$topic==$row?'disabled':''?> ><?=$row?></option>

Next, in include/class.ticket.php find the lines added by searching for

function setHelpTopic($topic_id){

Change the following lines to

function setHelpTopic($helptopic){

if(!$helptopic)

return false;

$sql='UPDATE '.TICKET_TABLE.' SET helptopic='.db_input($helptopic).',updated=NOW() WHERE ticket_id='.db_input($this->getId());

if(db_query($sql) && db_affected_rows($res)){

//TODO: escalate the ticket params??

return true;

}

return false;

}

This works for us, it is updating both the field topic_id and helptopic in the ticket.

I hope this helps others!

ntozier

Excellent! Glad that you got it figured out.