Hello,This is probably an often asked question but 10 mins of searching hasn't given me what I am looking for. Close ... but no banana.Our users don't change the help topic dropdown when open tickets so we get lots of tickets ending up at the general IT queue rather than directed to other teams. We've tried educating them, but ignorance and high churn rates in the departments that need support means we don't really get anywhere.We decided to replace the default index.php with a list of common issues and links to "Click here for support on this issue". The link would be to open.php and the Help Topic and Issue Summary should be pre-populated with the corresponding team and issue - but I'm not sure how to pre-populate those fields based on the URL clicked by the user from index.phpAny hints and tips, pointers or guidance most appreciated!

In my 1.10 installation they cannot even type in any ticket details of their issue until they select a help topic, because we do not have a default help topic set underAdmin Panel > Settings > Tickets > Default Help Topic set to None

Yea we had this problem occasionly as we have a top level indicating what department it should go to and people would just pick the department, so we added a rule that rejects a ticket if it's entered on the top level.

But onto specifying helptopic based on url http://domain.com/open.php?topicId=2

Something like that should work, you can find the id of your help topics in the admin panel, hover over the link to the help topic and note the id in the link.

    Ah! Thanks Micke1101. I'll add that ?topicid=n to the referring URL and go from there.Does anyone know if there is there a list of valid variable names we can pass via the URL? And if so where is it? Thanks all!

    I believe that is the only valid one that isn't used by the software itself.https://github.com/osTicket/osTicket/blob/develop/open.php#L22https://github.com/osTicket/osTicket/blob/develop/include/client/open.inc.php#L13

    Excellent, thanks for the pointers!

    Also, you can use ticket filters to set things. Great for email Tickets.

    2 years later
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