Multiple Schools with columns

iPepsi57

Hello!

This is a really awesome tool to have, but I am struggling with setting something up that I want.

I created a new list that is populated with multiple schools in a district.

It is in the Ticket Details form.

Users can can select a school when creating their ticket just fine.

However, we are unable to see what school they are at in the ticket itself. I would like to be able to show the school when viewing the list of open tickets.

It seems i may I may be doing something wrong, but I’m not exactly sure.

Basically, the ticket list when viewed by one of our techs shows the number, etc. but when trying to sort or change a column, the school option is not there.

RBGE

iPepsi57 You can do this with custom queues, or by modifying an existing one. In Admin -> Settings -> Tickets -> Queues select the relevant queue (or add a new one) and under the Columns tab select the schools one you want to be included. Note that you might have to resize existing columns to make things fit.

iPepsi57

RBGE

I just now tried this. Now when viewing the Agent Panel, there are no tickets shown. When I remove the 'school' column, the tickets come back.

RBGE

iPepsi57 That shouldn't happen - normally the very worst thing you can do is add colums that go beyond the width of the page 🤔 Do you get a completely blank page, or just no tickets (so the rest of the page including menus and the footer display)?

RBGE

iPepsi57 Can I also confirm that you added the schools column into the 'Columns' tab, and not the 'Criteria' one?

iPepsi57

RBGE

Yes, I added the schools column to the 'Columns' page under the already created 'Open' queue.

When that column is added, the Staff Control Panel tickets page shows the 'School' columns, along with all of the other columns, but no tickets.

The rest of the site displays fine.

I made the schools as follows:

Manage > Lists > created a custom list named "school"
Manage > Forms > Modified the 'Contact information' form to include the "schools" list as a drop down, with the variable 'schools'. and required.

Thank you for all your help.

Our situation is super simple. We just need to know what school the ticket was created at in the district.

RBGE

iPepsi57 Hmm, I get the same issue with a DB Error #1146 generated. I even tried ensuring all tickets had a valid entry in the school field (by modifying the users so that an entry was present), but this error still occurred. Message ended with "Table 'osticket.ost_user__cdata' doesn't exist".

Maybe I'm suggesting the wrong way of doing things here 😕

iPepsi57

RBGE

Well, I appreciate all your help. Do you know of any other member that could potentially shine some light on the subject or maybe another method of being able to find what school the ticket was created at?

RBGE

iPepsi57 If I add the school to the Ticket Details instead of Contact Information, it works fine:

However, doing it this way would mean users have to select the school when submitting a ticket - it's not included in their account details.

It might be worth waiting a while for people in American timezones to wake up, as there's more chance another user there will be able to provide a better answer than myself.

iPepsi57

RBGE I’m not in my office currently. I’ll try that and maybe that will work. Either way they’ll have to select what school they’re at when creating a new ticket.