Feature Request: Remove Required Ticket Details from Custom Forms

mbelanger

I'd like to be able to remove the two required fields for Ticket Details on custom forms. The custom forms allow me to get specific ticket details from my client, and then they have to type them again anyways, which is redundant. I'd like on custom forms for them to not have to enter that information.

Maybe on my custom form make me chose which of my custom fields will be the "subject" and "details" and then force those two to be required.

ntozier

The required fields are name and email.Which are used to assign ownership of the ticket to the user account of the client.I can't think of a way that one could assign ownership of the ticket with out requiring who the ticket belongs to...

mbelanger

The required fields I was referencing are Issue Summary and Issue Details found under the "Ticket Details" header.

So for my custom forms, I made a form for access request. They pick from a drop down what system. Then they type which functions. Then they drop down select which locations they need it for. Perfect.

Except now they have to type in an Issue Summary and Issue details. Which is basically just re-entering the data I just made them enter, or put in gibberish. Either way my custom form is rendered useless.

ntozier

then the system wouldn't work with emails... or there would have to be a mechanism to map those (subject and body) to other fields.

mbelanger

Right. Which was my feature request. On custom forms maybe allow me to assign fields to be the subject and details. Or have default subject and details for a form. So the Subject could just be "access request" and the details I could put in via variables, or just a generic "See custom fields"

peter

This feature is already part of upcoming version. osTicket v1.10 makes Issue Summary/Details optional via help topic. This won't affect incoming emails.

mbelanger

Sweeeeet. Trying 1.10 now and the feature is working perfectly!Awesome product!

hamadwahad

Peter, it there a way to make the "subject" field in 1.9.12? Or at least a method to "not show" the field on open ticket page (both agent and client) it on screen by tweaking the source code?I am having the same issue as mbelanger , and already did a lot of customization on 1.9.12 to start from the scratch with 1.10.Thanks!

ntozier

Q: Peter, it there a way to make the "subject" field in 1.9.12?A: Huh? I'm going to go with no.Q: Or at least a method to "not show" the field on open ticket page (both

agent and client) it on screen by tweaking the source code?A: You would have to 1. pump a value into the field. 2. use css to hide it.

hamadwahad

Geez... I'm a noob with doing this...Didn't think for a second to set a value for the subject field and hide it with CSS.Thanks ntozier