Customizing view showing Topic

ube

This is my first post.

I start using osTicket and i think is very usefull.

I tried to customize the client view showing the Topic column

but I'm not able to get the right php code to show the Topic entry, I can see only the topic_id.

How to modify $qselect = ... and $qform = ... in include/client/ticket.inc.php to show the topic in the column.

I'm not very good in php..

Thanks

micro3d

I will be writing this soon. The problem is that you have to rewrite the SQL Query completely to include the table with the help topic names. This shouldn't be a hard mod but with the 4th of July coming up don't expect it for another of couple of weeks.

At a brief glace it looks like you might need to add the Help Topic table and the Help topic name into this code:

$qselect = 'SELECT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,email,dept_name '.

',status,source,isoverdue,ticket.created,pri.* ';

$qfrom=' FROM '.TICKET_TABLE.' ticket LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id '.

' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON ticket.priority_id=pri.priority_id '.

' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW() ';

ube

I try to modify the sql query according to your indication but I always get "NO tickets found", it might be something wrong with the code:

$qselect = 'SELECT ticket.*,ispublic,subject,name,email,dept_name,status,source,priority_id,topic ';

$qfrom =' FROM '.TICKET_TABLE.' ticket LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id '.

' LEFT JOIN '.TICKET_TOPIC_TABLE.' topic ON ticket.topic_id=topic.topic_id ';

micro3d

My mistake

Upon further investigation, you need to write code that will save the TopicID to the Ticket its self before this function will work. If you look at the fields in the DB there is no Topic_ID field on the ticket table. OSTicket by default does not link these two. On the open.php code you could add this field to the table and modify the insert query to save the topic ID.

If you do that then...

I believe you have a var that is spelled wrong. Unless you modified the main.inc.php the topic table is TOPIC_TABLE:

define('TOPIC_TABLE',TABLE_PREFIX.'help_topic');

Try changing TICKET_TOPIC_TABLE to just TOPIC_TABLE

I will be doing this mod, but it will be a couple of weeks. I also plan to include sorting based on Topic Name on the ticket page.

Cheers mate!

ube

OK here we are I got the right code to insert in client ticket.inc.php:

$qselect = 'SELECT ticket.*,ispublic,subject,name,email,dept_name,status,source,topic ';

$qfrom =' FROM '.TICKET_TABLE.' ticket LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id '.

' LEFT JOIN '.TOPIC_TABLE.' topic ON ticket.topic_id=topic.topic_id ';

of course I also added topic_id as a db field.

Now I have to modify the staff - ticket.inc.php and the way to insert the exact data topic_id into db field in ticket table. My target is to have Topic related to Department and Tickets. At the moment there is no relations in between Tickets an Topics.

Thanks a lot mate for any suggestions.

micro3d

Ok, sorry it has taken me so long to get back to you. I'm on so many threads now I miss some. (I just love this freaking script)

Anyway. Help Topix and Departments are already related. The simplest way to get this done is to add a field in the DB to the Ticket table. helptopicID. Then on new ticket creation, save the topicID from the drop down menu into the ticket table. The ticket will already have a deptID (built in) so you should be able to add columns to the ticket view, sort, and extend reporting based on help topics.

The down side is you will have to go back and manually add the topic topidID's for already-created tickets.

Ok, so basically we have said the same thing.... now here is how to do it.

include\class.ticket.php

I would refer to http://www.osticket.com/forums/showthread.php?t=873(http://www.osticket.com/forums/showthread.php?t=873) on how to add and save a new var to the ticket class.

== html ==

client form - include\client\open.inc.php (save the TopicID on post)

admin form - include\staff\newticket.inc.php (might have to add the helptopic dropdown in place of the dept drop down for this)

There are so many mods I want to do!! - Let me know if I can be of further assistance. Shoot me a PM if I take forever again.

masino_sinaga

Hi,

Since I made MOD for implementing Help Topic, I also will have a plan to realize this feature.

Just to remind you about how implementing 100% Help Topic in osTicket v1.6 RC4, please go to this:

http://www.osticket.com/forums/showthread.php?t=2023(http://www.osticket.com/forums/showthread.php?t=2023)

Hope this helpful before we make this feature in this topic come true. ;)

Best regards,

Masino Sinaga

CobbCarl

Help Topic 1.6 SC

I am running 1.6 (Stable) and cannot apply any of these MODS to display "Help Topic" in my Staff Panel. I want to remove "Subject" and display the "Help Topic" there instead. I have a development server for the site and a live site. Currently the live site is running and just showing a blank subject line for new tickets, since I have removed "Subject" from the input form that my users see. They do however select a "help topic" from the drop down and I would like to display that in the staff portion so when they have a new ticket they can take a quick glance to see what help topic the ticket falls under. Any help would be appreciated!

waterc

Any progress on this item?

Has anyone had a chance to develop this mod? I'd be interested in having it on my site.

Thanks

-B

calebNZ

Hi,

Adding my voice to the requests for this mod. Would love to be able to see Help Topic in the list of tickets and order the list by this column. An alternative would be to be able to filter searches by help topic in addition to department.

Caleb

GaryNY

I guess Im not the only one.