New file structure for 1.10 vs 1.12?

cjohnsonuk

I made a number of customisations to my 1.10 install that allowed me to display the ticket lists with fields at the top of each column so users can search easily.

In v 1.10 the files I changed were:

include/client/tickets.inc.php
include/staff/tickets_px.inc.php
include/staff/tickets_pc.inc.php
include/staff/tickets.inc.php

I've fixed the include/client/tickets.inc.php but the structure in the staff folder seems to have changed as the file I changed previously doesn't appear to have been overwritten by the update so I'm assuming its no longer used. I'm looking for the file that builds the table of tickets for the staff view so I can add extra columns and the filters.

Can you help please?

The client view now looks like the attached image

ntozier

1.11 and 1.12 has a way in the UI to add/remove columns and filters. I would recommend that you upgrade to 1.12.

cjohnsonuk

That's exactly what I've said already to my users but even I miss the immediacy of just being able to type my criteria into the column heading and getting an immediate filtered list rather than having create a new Q each time. For example : our ticket numbers have a different prefix depending on the source and I often need to be able to view just a subset of these tickets. I can't see how to filter on ticket number. This helps massively when bulk processing tickets. For example I might get 70 tickets one day relating to vulnerabilities with Oracle. I know none are relevant from today's tickets so I can bulk close them all in one go. I have to search for Oracle in the search box and then create a queue that only looks at today's open tickets that have a status on New and I'm only going to use that Queue once as tomorrow it might be a different product I need to search for.

Don't get me wrong I love the new functionality but we chose open source so we could make the product fit our requirements and our workflow rather than have to change the workflow to fit the product. We use the same search and filter across many products to be consistent across them all. The .js I add simply takes the contents of an existing table and makes it filterable and searchable. I just have to check the column headers to make sure they match and add an id attribute to the table.

Can you tell me which files build the HTML that created the ticket table please? I'm working through them slowly trying to find it myself buy I thought it might be quicker just to ask...

Thanks :-)

ntozier

This was probably the most asked question on the forums for a while.

This thread has directions for most contemporary versions of osTicket.

https://forum.osticket.com/d/75457-a-better-ticket-list

Alternatively there is the forthcoming "Custom Queues" feature here:
https://github.com/osTicket/osTicket/pull/2577 (old)
https://github.com/osTicket/osTicket/pull/4342 (new)

You should be able to apply the pulls from github and get the custom queue feature running.

cjohnsonuk

Thanks. I'll give it a go. I seem to remember looking for this some years ago and the result was us applying our own table filter.

In the mean time can you point me at the file that builds the ticket table for staff? It appears that the standard upgrade procedure leaves behind files that are no longer used from previous versions : e.g. tickets.inc.php that I previously modified is no longer part of the current download.