Configuring columns in the open ticket view

[profdelapaz]

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Is it possible to add/remove/rearrange columns on the open tickets page? We're using HESK as an internal ticket system for ongoing projects, and the person submitting the ticket isn't necessarily the one who is working on it. I'd like to be able to view the name of the owner of the ticket, rather than the name of the person who submitted the ticket.
I looked through the inc files but couldn't figure out exactly what needs to be modified. I'm sure it can be done by changing the SQL query but my SQL skills aren't great.

Thanks.

[profdelapaz]

Ok, digging a bit more, it looks like HESK records the ticket owner as an integer which correlates to the user's ID.
So I'm trying to run this from ticket_list.inc.php inside the while($ticket=...") loop right before the info is written to the page:

$sql_name = "SELECT `name` from `hesk_users` where `id`=" . $ticket[owner];
$result_name = hesk_dbQuery($SQL);

but the page fails with "Can't execute SQL, please notify webmaster..."

Any idea what I'm doing wrong here?

[profdelapaz]

Whoops, that second line should have been

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$result_name = hesk_dbQuery($sql_name);

Now it runs without error but it's not returning the name...

[Klemen]

Staff names are already defined in an array, so you could try just using

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$admins[$ticket[owner]]

to show the name in the while loop.

So instead of

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<td class="$color">$ticket[name]</td>

you can try

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<td class="$color">$admins[$ticket[owner]]</td>

[profdelapaz]

That actually causes the page to come up blank... I got it working with the following code:

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$sql_name = "SELECT `name` from `hesk_users` where `id`=" . $ticket[owner];
$result_name = hesk_dbQuery($sql_name);
$result_name2 = hesk_dbFetchAssoc($result_name);

and then a bit lower

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<td class="$color">$result_name2[name]</td>

Seems to work well, though your way would be more straightforward and require less SQL queries.

[profdelapaz]

I'd also like to be able to sort the rows by owner name... do you have another quick solution before I spend hours trying to figure it out?

[profdelapaz]

One more thing, what's going to happen when we update to the next version? Will I lose these changes?

[Klemen]

I'm afraid I don't have any code/guide written to modify sorting.

And yes, a new version will overwrite any changes you make, so I would recommend keeping notes on exactly what you have changed, so you can apply that to a future version if you decide to upgrade.

[profdelapaz]

Will do. Maybe you can work these changes into the next version

[Klemen]

It won't be available in 2.5.0, because this version is almost ready for release. But maybe in one of the future ones

[bastiaan.c]

Hello, The Owner is now a number for me (user id):

Tracking ID Created on Updated Name Subject Status Owner Last replier Sort by Priority
JZU-2NE-9ZVQ 6-Jun-2013
14:28:36 1d5h Bas * Backup Management Replied 1 Bret

What can I do to make the user id a name (this should be the assigned user)

[akwil]

Hi Bastiaan,
I actually have the same question to Klemen.
I renamed the Last replier to Owner. I need to have information who is the owner of the ticket.
When i put owner in few places it shows me the number not the owner name...
I dont need to order by it i only need to see the owner...

Klemen we need your help cheers.

[Klemen]

A working solution has been posted a few replies up.

This should also work: in inc/ticket_list.inc.php find

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echo <<<EOC

Just ABOVE that code add

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$ticket['owner'] = isset($admins[$ticket['owner']]) ? $admins[$ticket['owner']] : '<i>'.$hesklang['unas'].'</i>';

Then the $ticket[owner] variable should display the name instead of number.

[bastiaan.c]

Thanks so much for this, but the page go's blank!

Please help

[Klemen]

The last one I posted works for me - tested.

After echo <<<EOC make sure you use $ticket[owner] (without quotes around "owner" - this will not work: $ticket['owner'] ).