[resolved] Require Help Topic to Modify Ticket

b3achbumjk

Does anyone know how I could alter the code to require Help Topic on a email-generated ticket prior to closing? I would prefer to not allow any edits prior to this step being accomplished, so for instance if the Help Topic was not supplied the agent could be taken directly to the Edit screen with a message displayed. Any ideas are appreciated.

Chefkeks

You could assign a default help topic in the settings ;)Admin Panel > Settings > Tickets > Default help topic

ntozier

Q: Does anyone know how I could alter the code to require Help Topic on a email-generated ticket prior to closing?A: You could use a mail filter to assign that, or at Admin panel -> Tickets -> Default Help Topic.Also my understanding is that a forth coming feature in 1.10 will have the ability to add a step then closing... or more appropriately IF X != foo, then don't let someone close the ticket. (if that makes sense)

b3achbumjk

Thanks for the input. Unfortunately, we wanted to force the agent to supply a valid topic for metrics use.I found a simple solution though - remove the Close status from the ticket status list if no topic is assigned. At line 617 (the Post Reply tab) in \osticket\include\staff\ticket-view.inc.php I changed it to read -if ($thisstaff->canCloseTickets() and $ticket->getHelpTopic())then repeated this at line 699 (Post Note tab). Works well.

Chefkeks

Great you found a solution and thanks for sharing with the rest of us.I close this topic and mark it as resolved. Feel free to start a new discussion for another topic.