Hello I have OSticket 1.12, php 7.0.33, everything so far seems to be great except as an agent or admin I can set a due date and see it @ scp/tickets.php but a user cannot see the option for due date so I created a field for due date in a custom form and that works fine but I cannot see it in the due date queue @ tickets.php. Is there a way to connect a php file to the DB to populate this?
You would add a custom field to the ticket details.
go to Admin panel -> Manage -> Forms -> Ticket Details.
add a custom due date field. Maybe call it External Due Date.
click Config
click on Settings tab
grant at least visibility for End Users and visibility and editable for Agents.
Now when a User or Agent opens a ticket they can populate your "External Due Date" field.
Note that this field will not trigger the tickets to become overdue, and is really a meaningless field othat than the User will expect it to be completed by the due date. You would also want to alter the ticket queue to display this new column so that Agents can see it easily and quickly since I presume that your agents will be working on tickets in an order to assure that they are completed before the due date.
I searched the internet on forums and Github and could not find anyone that has been able to post a serious response. I finally figured it out.
I had to add the date field in a "built-in" form, I used the "Additional request information" form and added a date field, in the variable box i put "test_duedate". Then in the DB I found "ost_queue_column" and changed the "duedate" to "cdata__test_duedate". That allowed for the duedate from the "additional request information" form to populate in the queue field "Due Date".
I still had an issue with trying to sort the queue. So I went back to the DB in "ost_queue_sort" and changed "Due Date" to "-cdata__test_duedate". Now it is functioning properly. I hope this helps someone as I was frustrated for days trying to find some kind of info on the internet.
So, you are correct in that we don't have the DueDate field configurable to where you can let Users set the actual Due Date. This is the thinking that Users shouldn't control when a ticket is due, this should be up to the configurations of the system as in Help Topic, Department, Filters, etc.
With this being said the workaround is to create a Custom Date/Time Field that you can name "Due Date" (or whatever you want) and let Users set a Date/Time. The value they set does not affect the Ticket in any way; this will not act as an actual Due Date. Then you can set this field as a column for queues by going to Admin Panel > Settings > Tickets > Queues, clicking a Queue, Columns, in the dropdown select Add New, and for Primary Data Source select your custom field. When you save this it should add a new field available for all queues. You can now add this field as column on a queue and visit the Ticket Queue in the Agent Panel. Once you do this you should have no issues sorting the queue by the new column. You shouldn't have to update the database with anything manually it should just sort automatically. I tested this locally and was able to sort just fine with only performing the above steps.
Cheers.
KevinTheJedi Thank you for clarifying! I have one other question, I want to set up a queue to show different colors in columns when different agents are assigned tickets, is this possible?
Yes, this is called Conditions. You can set them at Global Level and individual Staff level. Any edits to Queues/Columns in the Admin Panel under Settings > Tickets > Queues is considered Global and all Agents will see these changes. If an individual Staff member edits the Queues/Columns in the Agent Panel then it's considered specific to the Agent and only that one Agent will see the changes. Now, with this in mind and assuming you want the Conditions to be Global, then you'd go to Admin Panel > Settings > Tickets > Queues, click a Queue, Conditions, and add your conditions. You can set Conditions based on a TON of different criteria and set things like Background-Color, font-style, etc.
Now, you can go even further and set Conditions per column. So any Conditions set like the above example under the Conditions tab is considered Global for all columns, meaning all columns in the row like ticket number, subject, user's name, etc. So if you wanted to have the entire row Background-color set globally and have a specific column's color set differently you can do so. To set the individual Column Conditions you can go to Admin Panel > Settings > Tickets > Queues, click a Queue, Columns, click Config next to a Column, click the Conditions tab, and set your Conditions.
Keep in mind these two things:
Cheers.
