Modifying the scp ticket form

bcamp

Good morning. I'd like to add a button to the ticket when viewed in the /scp interface. Can someone point me to the correct file I need to modify to do this? The button should only be viewable by staff members when logged in through /scp, it should not be on the client side form.

ntozier

Depending on what you are triying to do I imagine that you would want to edit: /include/staff/ticket-view.inc.phpand/or/scp/tickets.php

bcamp

Thank you, ntozier. I'll start there.

bcamp

I've got another question (surprise!). I've got a custom field in my tickets called fixed asset number, the shorthand variable assignment is 'asset'. 'Asset' is held in ost_ticket__cdata, which also contains the ticket's ID. For this button, I want to append the value of 'asset' into the button's href URL.So, I see the methods at the top of ticket-view.inc.php under the comment //get the goodies that pulls information from ticket variables. From there, I see a lot of that functionality is in class.ticket.php, but it looks like the core functionality with the sql queries resides in the included files class.dept.php, or class.sla.php, etc.To build a query that pulls the asset variable, should I start with making my own custom class file? include/class.asset.php?I'm trying to not bombard you with questions about this. If you know of any other documentation that might help me figure this part out, that would be great. Once this is finished, I'll have a 'Bomgar' button next to the 'Print' button. Click the Bomgar button, it sends the fixed asset number of the reported machine over to our Bomgar remote support appliance and automatically begins a session with that computer if you've got the Bomgar Rep Console installed. I'll be posting everything I did once it's all working correctly. Works great right now with a hardcoded link. =)

ntozier

actually 'asset' is stored in ost_form_entry_values.

bcamp

I'm looking in ost_form_entry_values, I do see here and there a fixed asset number in column 3 ('value' column), but that same column also contains values from other custom fields we're using. The field_id for those values that look like our fixed asset numbers is 10, when I add a filter, I'm only getting a few results.mysql> select * from ost_form_entry_values where field_id = '10';+----------+----------+-------+----------+| entry_id | field_id | value | value_id |+----------+----------+-------+----------+| 16 | 10 | 12345 | NULL || 20 | 10 | 923 | NULL || 23 | 10 | 12345 | NULL || 26 | 10 | 923 | NULL || 31 | 10 | 923 | NULL || 37 | 10 | 923 | NULL || 38 | 10 | n/a | NULL || 42 | 10 | na | NULL || 55 | 10 | 48773 | NULL || 59 | 10 | N/A | NULL |+----------+----------+-------+----------+10 rows in set (0.06 sec)When I run a select * from ost_ticket__cdata, it returns all of our tickets in the system, and my asset variable is in there for each ticket. I'm also going to need to use the ticket ID so that the button knows it's getting the asset number for this ticket. Having both values in this one table makes life a bit easier.Have I created a collision by naming this variable 'asset'? Is this not a good table to try to use (ost_ticket__cdata)? Am I overlooking something totally obvious with ost_form_entry_values?Sorry, I'm not trying to argue with you. I'm just trying to wrap my head around where everything is in the code. I'm a systems guy, not a developer. I'm learning, but this is by far the largest code base I've ever hacked around on.

ntozier

ost_ticket__cdata is a temporary table that gets regenerated by the system every so often.Pick a ticket number that you have. (any one will do)For argument sake I'll say ticket number: 138820SELECT ticket_id FROM ost_ticket WHERE number = 138830;id: 7221SELECT id FROM ost_form_entry WHERE object_id=7221;id: 8704form_id: 2id: 8710form_id: 7Looks like there are two forms attached to my ticket. Since I purposely added a form to the ticket to populate it with a unique junk value so I could be sure this works ("I walk the line").SELECT * FROM ost_form_entry_values WHERE entry_id=6288;entry_id: 8710field_id: 18value: I walk the lineThis looks like its the value that you would be looking for.Does this help?

bcamp

I think I'm right on the verge of having a light bulb go off. In your last query, you've gotWHERE entry_id=6288;Where did you get the 6288 from? I see where you're still looking at the same form with 8710, but I'm not sure how you determined that you need to filter entry_id by 6288 in your final query.We're on the right track. I was playing around with ost_form_entry_values seeing if I could figure out where your 6288 came from. I haven't been able to figure that out, but I have found that all of my fixed asset numbers are there, they just don't always get the same field_id. I've got a handful that are field_id=10, but I just found thousands more that are field_id=35.

ntozier

Sorry that should read 8710.

bcamp

Ah, yes, perfect. I've run those queries on a handful of tickets on my production system I just picked at random. I'm finding what's been entered in the fixed asset value field for every ticket I've tried. This also tells me how I can have the button identify 'this ticket'. Sketching the table relations by hand while doing this is really helpful.Awesome, we've got progress. Now, to tie it all up together into a function that will run on button click, would you recommend I create a new class.assets.php file, put my logic in there, and then call a ticket->getAsset() method? Similar to how the ticket-view.inc.php file is already calling the 7 methods listed under //Get the goodies.Thank you, by the way. You're always a huge help on this forum whenever I've got a question.

ntozier

If you put your code into a separate file you can always just include it where ever you want (and presuming not too much has changed between versions) which would make it easy to re-do the changes when you upgrade.You're very welcome. :) We try to make sure that everyone gets a response (even if it isn't the one that they wanted.)