Bugs of Version 2.2

[snifty]

1.) Admin Interface - Home (admin_main.php): When sorting the tickets (doesn't matter which criteria) the "+ New ticket"-Link (in the upper right corner) is gone.

2.) Admin Interface - New Ticket (new_ticket.php): The assignment of the owner should be the logged on staff member instead of "unassigned". Or this option should be choosable in the settings (admin_settings.php).

[Klemen]

1) see viewtopic.php?f=13&t=3182

2) not sure what you mean exactly? Can you give a real-life example?

[snifty]

1) Thanks! it worked (hopefully it will be fixed in v2.3!?)

2) Every time I (as a staff member) create a new ticket, the owner dropdown box of a ticket is "unassigned" by default. It would be nice to have it automatically set to my logged on account. Then you don't forget to assign a ticket to somebody. The enhanced version would be to choose in the admin settings if the default value is "unassigned" or assigned to the "logged on staff member" by default.

[snifty]

to 2) Shouldn't only staff members from the same category be listet in the owner-dropdown-list? Example: My user account is in the category A but I can assign tickets to users from category B.

[Klemen]

I won't give any promises, but will see what I can do in 2.3.

[snifty]

Here is the change to be done that the ticket is by default assigned to the logged on user instead of unassigned:

admin\new_ticket.php
Line 561

if ($v == $_SESSION['name'])
instead of
if ($k == $owner)

[wedlock]

hello,
In the submit ticket staff (/admin/new_ticket.php) it is possible display only name my category authorize (from admin)..and not the list display of all the categories?

thankyou,
wedlock

[snifty]

3.) Searching by Tracking ID does not work properly.
Example: If I have a Ticket with the ID "TNNEEUAM8H" I only get a hit when I exacly know this ID. If I search for "TNN" or "TNN*" I don't get any result.

[Klemen]

That's the expected behaviour with the current version.

To change it you can try modifyign this code in admin/find_tickets.php

Code: Select all

$sql  .= "`trackid` = '".hesk_dbEscape($q)."' ";

to

Code: Select all

$sql  .= "`trackid` LIKE '%".hesk_dbEscape($q)."%' ";

[snifty]

Thanks Klemen! The TickedID lookup works now as expected.

[wedlock]

hello klemen,
In the submit ticket staff (/admin/new_ticket.php) it is possible display only name category authorize (from admin)..and not the list display of all the categories?

thankyou,
wedlock

[Raven]

That's the expected behaviour with the current version.

To change it you can try modifyign this code in admin/find_tickets.php

Code: Select all

$sql  .= "`trackid` = '".hesk_dbEscape($q)."' ";

to

Code: Select all

$sql  .= "`trackid` LIKE '%".hesk_dbEscape($q)."%' ";

Mod added - nice one

[Raven]

Here is the change to be done that the ticket is by default assigned to the logged on user instead of unassigned:

admin\new_ticket.php
Line 561

if ($v == $_SESSION['name'])
instead of
if ($k == $owner)

Works just fine and for me works a little better as I now don't end up with staff members forgetting to assign support tickets received via telephone/email to themselves

Thank you

[Raven]

hello klemen,
In the submit ticket staff (/admin/new_ticket.php) it is possible display only name category authorize (from admin)..and not the list display of all the categories?

thankyou,
wedlock

Yup, a much needed fix....

[rmiddleton]

One man's fix is another man's problem.
I use the Unassigned for Helpdesk to sort / dispatch.
If you "fix" it to default to logged in user, please make that an option, not hard coded.
Thanks.