new ticket - hiding email field & pre-populate

kristiaanb

Hi Guys,

I'm very new to OSTicket and would appreciate some help / advice with the changes I am trying to make.

we basically want to hide the Email field on the new ticket entry screen from the main system portal, however I from what I've read previously I understand the system may rely on this so I am happy to pre-populate it with something like a@b.com as I've already altered the ticket page so that it never sends update emails when an agent updates the ticket.

But I am struggling to work out how I go about modifying the email field so its hidden, prepopulated and not required.

any help on how or where to start would be fantastic.

Chefkeks

Do you want to do this at the enduser portal or at the agent panel?

kristiaanb

At the End user Portal, this is where the tickets will be generated.

Chefkeks

You can create accounts for your users or let them register for an account (whatever you prefer) so then all they (users) need to do is to sign in and then the fields are pre-populated.Check the settings under Admin Panel > Settings > Access ;)

kristiaanb

we'd prefer to not have users sign in or have accounts on the system as it just leads them to problems and password issues.

at present if we go-to the main url for OSTicket we just have the option to open a new ticket (I've had to remove the option to track existing). our users are call center users and do not have personalised accounts for anything other than their backoffice login and telephone agent login. and due to security requirements they have zero access to email.

hence why I am trying to work out how I can modify the open case page so that the email field is pre-populated and disabled or just pre-populated and hidden.

Chefkeks

I guess you'll then need to modify the source code then since I see no other possible solution here.

kristiaanb

HI Chef, that was part of the reason I raised this query and asked for help, as I was hoping to find some direction on where to start with these modifications.

I've got a good understanding of PHP but looking at the source it seems to be doing a lot with Classes and other items that I haven't dealt with much.

kristiaanb

Would anyone be able to point me in the direction of the files I need to modify in order to make the change's I've mentioned previously?

Chefkeks

Actually just read that statement from my forum moderator colleague ntozier which is nearly exactly what I also think when reading your question: "Sorry, that is not part of the code that I have ever been interested in exploring. You would have to look at the code and figure it yourself."

kristiaanb

Well I was hoping that this being a forum for help and advice on the system and being in the mods & customisation area someone may have had an idea on how to help but it seems that this is not the case and the best advice is to figure it out yourself.

seems that I've wasted time on here hoping for help when I could have spent the time figuring it out myself and not telling anyone else.

hey ho thanks for the time waste, if the rest of the forum is like this you are more than welcome to delete my user account to save me wasting more time in the future asking questions.

Chefkeks

I'm sorry when you think it's waste of time, but unless some other forum member with more than average php skills chimes in here I guess you're on your own.

I know that this is the mods section of the forum, but only the developers and experienced users are really capable to help here in my eyes - sorry but I and I guess other average osTicket users too usually don't dig that deep into code customizations unless really needed.

Generally I (in my role as forum moderator) can tell you that the rest of the forum is definitely not like that and in my opinion we (the forum moderators and dedicated/active forum users) are solving issues, answering question and offering help pretty well unless we don't have a clue at all (and btw. all this in our spare/free time without being paid )

So I hope you're not going to give up on us and instead give us another chance (with your next issue/question/etc.) to prove that ;)

Cheers,

Michael

ntozier

Personally I think that your best bet would be to setup the HTTP Pass-Through Plugin paired with the LDAP/AD plugin (or a different auth plugin). Setup up your users (via import) and then they would auth against your account server with their normal account. They wouldn't be able to change their password in osTicket, so should avoid your "problems and password issues".