Show Ticket No On Support Ticket Request Created

yogiman.uk

If a user creates a ticket saying they can not access their email, they will not be able to view the email returned by the ticket system to tell them what their ticket number is, and therefore they will not be able to track the ticket status.

So is it possible to display the assigned ticket number on the "Support Ticket Request Created Screen"

This way they would know the ticket number even if they can not access their email.

If this is possible can anyone help me with the code and I am not a programmer.

Many thanks for any help you can offer.

Regards

yogiman!

graham.brown

Look in the include/client folder for a file called viewticket.inc.php

Goes without saying you should back up first!

Look near the top for this

<a href="view.php?id=<?=$ticket->getExtId()?>" title="Reload">

 </a>

and insert the last line so it looks like this.

<a href="view.php?id=<?=$ticket->getExtId()?>" title="Reload">

 </a>

URL: <? echo $cfg->getBaseUrl() ."/view.php?e=" . $ticket->getEmail() . "&t=" . $ticket->getExtId();?>

You may want to change the font to make it a little smaller.

The viewticket file is seen by the client.

Regards

Graham

yogiman.uk

Graham

That's great, thank you for your help I will give it a go.

Regards

Yogiman!

xmux

Hi Graham,

Thanks for your code but i tried it now and it doesnt show the ticket number! Do you have any suggestions? This could be a great feature for OS Ticket!

cheers

graham.brown

Works for me.

Please post the code form the viewticket.inc.php

xmux

Here is my code: (i just copied the line like u wrote)

<tr><td colspan=2 width=100% class="msg">Ticket #<?=$ticket->getExtId()?>

 <a href="view.php?id=<?=$ticket->getExtId()?>" title="Reload">

 </a>

URL: <? echo $cfg->getBaseUrl() ."/view.php?e=" . $ticket->getEmail() . "&t=" . $ticket->getExtId();?>

</td></tr>

graham.brown

What does it show when you open the page?

If I open an existing email and log in as a customer I get

Ticket #712715 URL: http://s.co.uk/techsupport/view.php?e=info@s.co.uk&t=712715(http://s.co.uk/techsupport/view.php?e=info@s.co.uk&t=712715) across the top line.

xmux

It shows me the usual text as always:

Thank you for contacting us.

A support ticket request has been created and a representative will be getting back to you shortly if necessary.

An email with the ticket number has been sent to xxx@xxx.com You'll need the ticket number along with your email to view status and progress online.

If you wish to send additional comments or information regarding same issue, please follow the instructions on the email.

Support Team

But there isnt any ticket number on this site.

and if i click on the link that u give it opens

(http://www.xyzinvest.com/contact-us)

By the way i found out how to do it!

In the same folder but another file which called thankyou.inc.php

and change it like this code and at the thank you section it shows the ticket number as well!

Thank you for contacting us. 

A support ticket <? echo $ticket->getExtId();?> request has been created and a representative will be getting back to you shortly if necessary.

Thanks

graham.brown

We are opening tickets using different screens which is why we aren't seeing the same result. I'm opening the ticket by going into the history and clicking the new button. You are in include/client/thankyou.inc.php

So my thankyou.inc.php now looks like this: -

I've added a reference to $ticket->getextid and the link.

<?php

if(!defined('OSTCLIENTINC') || !is_object($ticket)) die('Kwaheri rafiki!'); //Say bye to our friend..

//Please customize the message below to fit your organization speak!

?>

<div>

<?if($errors) {?>

<?=$errors?>

<?}elseif($msg) {?>

<?=$msg?>

<?}elseif($warn) {?>

<?=$warn?>

<?}?>

</div>

<div style="margin 100px 100px 0;">

<?=Format:($ticket->getName())?>, 

Thank you for contacting us. 

A support ticket request has been created and a representative will be getting back to you shortly if necessary.

<?if($cfg->autoRespONNewTicket()){ ?>

An email with the ticket number: <?=$ticket->getExtId();?> has been sent to <?=$ticket->getEmail()?>.

 You'll need the ticket number along with your email to view status and progress online with this link 

<? echo $cfg->getBaseUrl() ."/view.php?e=" . $ticket->getEmail() . "&t=" . $ticket->getExtId();?>

If you wish to send additional comments or information regarding same issue, please follow the instructions on the email.

<?}?>

Support Team 

</div>

<?

unset($_POST); //clear to avoid re-posting on back button??

?>

When I run this I get

Graham,

Thank you for contacting us.

A support ticket request has been created and a representative will be getting back to you shortly if necessary.

An email with the ticket number: 746744 has been sent to info@s.co.uk.

You'll need the ticket number along with your email to view status and progress online with this link

http://s.co.uk/techsupport/view.php?e=info@s.co.uk&t=746744(http://s.co.uk/techsupport/view.php?e=info@s.co.uk&t=746744)

If you wish to send additional comments or information regarding same issue, please follow the instructions on the email.

Support Team

Please note s.co.uk is not my real domain..!

How does that look ?

xmux

yeah thanks a lot! i made it like this! even i can show them directly the web address too!

Thank you for contacting us. 

A support ticket <? echo $ticket->getExtId();?> request has been created and a representative will be getting back to you shortly. 

To view the status please visit this link: 

<a href="<? echo $cfg->getBaseUrl() ."/view.php?e=" . $ticket->getEmail() . "&t=" . $ticket->getExtId();?>"><? echo $cfg->getBaseUrl() ."/view.php?e=" . $ticket->getEmail() . "&t=" . $ticket->getExtId();?></a>