How to / Feature Request Ticket Source

Daedalus01

Hello all again. This one should hopefully be fairly simple as its mainly a question

OS - Ubuntu 20.04
osTicket Version v1.15.1
Web Server Apache /2.4.41
MySQL Version 10.3.25
PHP Version 7.3.27-7

So I have some custom form options that are required for the end user but not for the agents. The thing is, that sometimes agents also submit tickets to other departments. The way that they are not required to put in some information is that they have to log in through the SCP and that is fine, but I am curious if its possible to add another source For the ticket source. Currently on the SCP, there are three options " Phone, Email and Other". I would like to add another option to the list. Is that possible?

KevinTheJedi

@Daedalus01

Yes, customize the code and database to include whatever sources you want. First go to include/class.ticket.php and you should see a protected variable called $sources that houses the Sources. You can add whatever sources you'd like in the array just make sure you follow the same format/structure as the existing sources. Next you can go to the database, go to the ost_ticket table, and add the sources you added in the code to the sources ENUM column.

Note:
You'll probably want to create a patch of the code changes so you can easily re-apply after every upgrade.

Cheers.

Daedalus01

Thanks Kevin. Whats odd is that there is already a web option in the list, but its not visible in the SCP side.

Can that not be made visible to both portals since technically the agent would be creating the ticket on the web, but just through the SCP interface instead of the client interface?

// Ticket Sources
static protected $sources =  array(
        'Phone' =>
        /* @trans */ 'Phone',
        'Email' =>
        /* @trans */ 'Email',

        'Web' =>
        /* @trans */ 'Web',
        'API' =>
        /* @trans */ 'API',
        'Other' =>
        /* @trans */ 'Other',
        );

Daedalus01

Those are the only options available if I am on the SCP trying to open a ticket.

KevinTheJedi

@Daedalus01

In include/staff/ticket-open.inc.php we unset() the Web and API options. You can remove Web from being unset there.

Cheers.

Daedalus01

Perfect!! That Worked!! Many Thanks Kevin!!! Line 202 if anyone else wants to do this.