Quick mod for simple edit of client email?

CoastalData

Hello,I need a quick, dirty, and easy to use method of changing JUST the from email of a ticket, without having to go through the "add client" screen, accessed through the "edit" screen.Here's our scenario: we get leads from a site called busrates.com. These leads are coming from an external site, over which we have no control, and always come from the same email address. When we receive them, we review them and see which person in our company is most appropriate to handle the lead, assign the ticket to them, and edit the user information to match the from name and email contained within the body of that information.The problem is that when you click the "edit" button, you go to another screen where the message body is no longer shown, and then you have to click "change" to change the user, but now you no longer have the clients' name and email in front of you, so it requires additional steps to save off that information before you go to the edit screen when, really, the ONLY thing we need to is to change the "from email address" so that replies to the ticket go to the actual user, not the fixed email address for busrates.com.If possible, I'd like to bypass those extra screens and have a simple way to edit just the email, and maybe this feature would only be exposed to admins and managers.Any ideas?Thanks in advance!--Jon

utopiasedge

Actually, the best way to do this would be to add functionality to the ticket filters. If the Ticket Filters could automatically take any ticket created by email@busrates.com (or whatever) and make the change to the user based on the info in the email, that would be really helpful.My team could use the resulting functionality as well, since our alerts system comes from the same email no matter which client the alert is for.I have not looked at the code for the ticket filters, so I don't know how complicated that would be. However, I don't use ticket filters very much because it only allows for minor changes to the ticket, like SLA and assignment, not email changes, phone number changes, user changes, create new user, send new user welcome email, or what have you.

CoastalData

I tend to think that might be impractical though, as it would be hard to tell OST how to find the email within the response. In my case the data is submitted as an HTML table, so you'd have to find the row that begins with "Contact Email Address:" and then look into the next column.In another one of my scenarios, though, you'd need to find the row that begins with "Email" and then extract the email from the next ROW.I'd be happy enough with just an ajax popup launched from an edit icon right next to the from address where you can just go in and directly and manually edit that from address without having to jump through any additional hoops.So far, I also do not use filters because even though my forms are clearly organized into "tech support", "charter sales", and so forth, users will use whatever forms they want to use, irregardless of what you conceived them for, so we just have an employee who reviews them individually and then assigns them, manually. Not perfect, but good enough.

peter

@[deleted] - Do you know if busrates.com adds reply-to header to their emails? If so, then you can use ticket filters to create the tickets on behalf of the user - no mods needed!

Grizly

Or just middle click the edit button and modify in a new window..

But I agree, ajax FTW. Very doable. I've added my own fields to that section with ajax, never thought about the email fields even though I have to forward emails to the ticket system which causes this exact issue. I'll have a look.

CoastalData

@[deleted] - Never thought of that, I'll have a look! It seems to me though that if the reply-to field is available, OST should use that be default, or at least there should be an option to use that by default.@[deleted] - Yeah, I suppose the middle-click would help a little; I'll let my peeps know about that.

Grizly

If the table is well structured, jQuery could find the email address. I've been using it to find and save order numbers and account numbers for emailed orders, jQuery + ajax works a treat. As it's client side, no additional mods required beyond including the inputs and js file.To make it ajaxy, you'll need to extend the ajax class and write an entry in the router.The default ajax.tickets.php doesn't provide an interface to modify the tickets directly. If you are interested, I'll write up how I did it.

CoastalData

Hi Grizly, yes, I'm very interested... as it turns out in this case, the reply-to field was available to me, and I see that the new OST settings is definitely doing the job for us now, but there are other cases where I'd still like to have the capability to do an inline-edit of those fields, so if you have something to share, I'd appreciate it!

ntozier

You can already edit client data (such as email) in ost by clicking on their name on the ticket screen. Then clicking on their name on the popup.