I see there is a setting where Primary Contacts can be added to all tickets for their organization, and they will get copied on all ticket emails, correct?I am interested in letting Primary Contacts view all tickets for their organization via the web. Where they're not emailed each and every time, but they can still log in online to view what's going on with their organization.Has this been done before, or will I be modifying this myself?Any help would be appreciated.Thanks!
Q: I see there is a setting where Primary Contacts can be added to all tickets for their organization, and they will get copied on all ticket emails, correct?A: Yes.Q: Has this been done before, or will I be modifying this myself?A: That is sorta of the point of this feature.
You missed the middle part, the important part! I am interested in letting Primary Contacts view all tickets for their organization via the web. Where they're not emailed each and every time, but they can still log in online to view what's going on with their organization.
Then you would need to train your staff to uncheck the Collaborators check box when they reply. It is the only way besides removing the people as collaborators to make them not get the update / email.
Right, so I'm taking these responses as I'm on my own to allow Primary Contacts view all tickets for their organization via the web?
Q: I'm on my own to allow Primary Contacts view all tickets for their organization via the web?A: No. I've told you how to do so.
You are not actually providing any help, and just quoting partial questions.. to which you are providing basic answers.Not actually answering my question as a whole.I don't want to email the primary contact at all, but I want them to view all tickets via the web portal. The only way it shows tickets via the web portal is if it also emailed the person. I don't want to email them! Just give them access via the web.
If you don't want my answers then by all means say so and I will stop replying.Re: "I don't want to email the primary contact at all, but I want them to view all tickets via the web portal. The only way it shows tickets via the web portal is if it also emailed the person. I don't want to email them! Just give them access via the web."Then you would need to use an agent account not a user (or Primary Contact) account. The agent would need access to every single department to ensure that they have access to every single ticket. Which would be more like having the Account manager set in the organization.
I have finished this modification. I added a isPrimaryContact() function to the client class, and then changed a few SQL statements..Example:This was the original $qwhere in tickets.inc.php$qwhere = sprintf(' WHERE ( ticket.user_id=%d OR collab.user_id=%d )', $thisclient->getId(), $thisclient->getId());I have now modified that to this:if($thisclient->isPrimaryContact() > 0) { $getOrg = sprintf('SELECT `org_id` FROM '.USER_TABLE.' WHERE `id`=%d', $thisclient->getId()); $getOrg = db_query($getOrg); $getOrg = db_fetch_array($getOrg); $getOrgUsers = sprintf('SELECT `id` FROM '.USER_TABLE.' WHERE `org_id`=%d', $getOrg); $getOrgUsers = db_query($getOrgUsers); $orgUsers = array(); while($getOrgUser = db_fetch_array($getOrgUsers)) { $orgUsers = $getOrgUser; } $orgUsers = implode(",", $orgUsers); $qwhere = sprintf(' WHERE ( ticket.user_id IN (%d) OR collab.user_id IN (%d) )', $orgUsers, $orgUsers);}else { $qwhere = sprintf(' WHERE ( ticket.user_id=%d OR collab.user_id=%d )', $thisclient->getId(), $thisclient->getId());}So when the script is ran, it is querying for tickets where any member of their organization is the owner or a collaborator. I will see about publishing this modification as well.Thanks
