Client name same when creating new ticker

saleem67

HiI have bee using ver 1.6 for over a year. got the same problem as rsinc.I look after 5 schools and have an email account attached to each school.support@primaryschool1/2/3/4/5.com etc. I had each school logging in with their own email and then using individual names in the name fields in the ticket submission form. when i logged into the admin staff panel i could see all the tickets with the relevant names for each ticket submitted. everything been running lovely for all this time. When i upgraded to the new ver 1.8 it has messed up all the database, i have the same name for the users in each school. john for school1, james for school 2 etc. when new tickets are created for each school with different names in the name field, the same name comes up in the staff panel for each school. this is causing me a big problem as i dont know who is creating the tickets in each school. Im sorry im not a php wizz and I really need some help. you mentioned the fix for the other user, I cant get my head around it? Could you explain a bit better? thanks in advance.To update the name associated with an email address you:Login in as a Staff click on new ticket.search by the email address.click continue.click on First Last <email@address.tld>Correct the Full Name.Click Update User.

jared@osticket.com

I think this will just be an adjustment if you want to use osTicket 1.8. We've changed the data model, so users are identified by the information they submit. Currently, the primary identifier is the email address. Therefore, if a ticket is submitted with the email address of an existing user, the existing user is bound to the ticket.You could add a custom field to the ticket, so you could request the school name and email address with the ticket submission in the 'Your Information' section, and request the contact name in the 'Ticket Details' section. That might be your best option.Do please note that if you change the name for school.support@domain.tld, the name change will be reflected system wide -- not only for that ticket alone.

saleem67

Thanks for your prompt reply jared.That is exactly what has happened, when upgrading from 1.6 to 1.8. the data model has looked at my existing database and done system wide name change and has changed all tickets submitted names associated with with an email to a single name associated with that email. Even if a database restore was done then the data model would still do the same thing because of the primary email identifier.I will try what you have suggested and see if it will work for me.I didnt want to be putting in extra fields really, wanted to keep it as simple as possible for teachers, they are not all as bright as we believe, getting them to do something extra can be a pain, thats why i removed even the telephone field.I dont want to go back to 1.6 either, I would have to strip everything out, drop the database, reinstall everything and then import the backup of the database.This would be a word of warning for any other user of Osticket 1.6 if they use the system similar to me. DEFINATELY back up your database and all the tables.also is there a way, or tweak i can use to change the data model so it behaved in the same way as 1.6?

saleem67

Or is there a way i can add an entry to the user information field that can be seen in the staff panel so that i can see who added the ticket. could change the "Name" in the php code to School name, but would like an extra entry "school name" i have had a look at manage forms and ticket details, but it wont allow me to add anything extra to the information field..

saleem67

Update.I used what you suggested and it seems to be working. when i click on the ticket in the list it shows the staff member who submitted it.just wondering, is it possible to add an extra column (staff member) in the open/closed ticket table along with ticket,date,subject,from,priority,assigned to columnsit would save me a lot of hassle trying to look for a staff member who submitted the ticket instead of going through a list .Thanks for your support so far.The UI is great especially for people like me who are not experts on PHPon another note.the print feature is a great addon.would it be possible to print the open/closed ticket list in pdf as i can print a single ticket in pdf.

saleem67

changing name in information field. figured it out. have to go to contact information form and change it in there. so now when someone opens ticket in school, i get the correct info put in. still would like an extra column in staff panel so i can see who put the ticket in.