PHPJunkyard support forum

Klemen, I have set up HESK and tweaked it and it works brillantly. The major stumbling block for me is that I cant assign or re-allocate tickets to different staff . What would really help is

a) main page with staff member listed, sort by staff
b) ablity for admin to assign tasks to staff
c) email to go to staff member when this has been allocated or re-allocated.

Could you tell me if you have plans for similar features or do I need to keep looking for a program to help me.. I really like what you have done and dont want to look elsewhere.

regards Rick Saul

Right now Hesk doesn't have any mechanism to assign a ticket to an individual user so it'd be quote some work to get this working. I'm starting to write my diploma this month so I probably won't have much to to work on any scripts until October, you might want to check elsewhere.

thanks Klemen.. I will have a look around. What you have done works brilliantly and is very fast.. I will come back later in the year. regards Rick Saul

Whenever this happens I would also be very interested in this feature.

Hi

We have set up our Hesk and we are planning to use "Move category" as a way og assigning. Everytime we move category we sends out an e-mail to the people of the staff responcible for that Category. Those who have a tick on the category. Works fine for us

TB - that Is what I currently do - however if you have several people working in a single category... I would still like to be able to assign the ticket to a specific individual. As the Webmaster - I am involved in every category. That does not mean that I want to be the one responsible for resolving every ticket.

An alternative would be to add the ability to pick which category(s) are available to the ticket writer (non-staff). If they could only pick from a few categories...then I could use other categories to assign the actual work.

If you are willing to use one category as collection for all tickets, than it should quite easy to setup with no extra coding needed. The negative thing here is that you'll need a helpdesk coordinator with Admin rights to disperse the tickets from the general collection category to the individual categories (staff).

I would think the steps would be the following:

1. Setup all categories for each staff plus a general category.

2. In the index.php file, change the category section to be hidden and defaulted to the General category (I'd remove any signs of it on the ticket form itself...should be easy to do).

3.(Optional) Use one of the custom fields to make a pseudo category drop down list for your ticket (this will help the coordinator disperse the tickets to the right staff).

After that, all submitted tickets would go to the general category. The problem here is that they will sit there until someone moves them to another category (in your case, the individual staff member category).

Just a thought on the subject.

RB

BigDog - that is exactly what I need!

Can you explain Step #2 - the Dummies version?

Okay....Hopefully I can help.

First, always make a backup file of anything your going to change....so make a copy of index.php (my habit is to call it index_working.php just so I know it was the last working copy that I can go back to it if I need to).

Do you have PHPMyAdmin installed by chance have or another way to see the structure of your MySQL hesk database? I ask you because there is one piece of information you are going to need from it. The categories are setup by number and not name. It's easy to see with PHPMyAdmin and many hosting companies have that installed for you. If you do, look for the "hesk_categories" table (left side) and then click "browse" button up top on the right side. Down below you you will see your categories and the ID number for each....that's the number you will need later.

If not, you're going to have to make some guesses at it.

In your Index.php file, look for the <!-- Department and priority --> section:

<!-- Department and priority -->
<table border="0">
<tr>
<td align="right" width="150"><?php echo $hesklang['category']; ?>: <font class="important">*</font></td>
<td align="left" width="600"><select name="category">
<?php
require_once('inc/database.inc.php');

hesk_dbConnect() or hesk_error("$hesklang[cant_connect_db] $hesklang[contact_webmsater] $hesk_settings[webmaster_mail]!");
$sql = "SELECT * FROM `hesk_categories` ORDER BY `cat_order` ASC";
$result = hesk_dbQuery($sql) or hesk_error("$hesklang[cant_sql]: $sql</p><p>$hesklang[mysql_said]:<br>".mysql_error()."</p><p>$hesklang[contact_webmsater] $hesk_settings[webmaster_mail]");
while ($row=hesk_dbFetchAssoc($result))
{
if ($_SESSION['c_category'] == $row['id']) {$selected = ' selected';}
else {$selected = '';}
echo '<option value="'.$row['id'].'"'.$selected.'>'.$row['name'].'</option>';
}

?>
</select></td>
</tr>

You're going to change 99% percent of it. After you get done, it will look something like this:

<!-- Department and priority -->
<table border="0">
<input type="hidden" name="category" value="1">

Yes, we did get rid of alot here. Make sure you don't take out the following <TR> that starts the next cell (that's the start of the Priority section of the form).

This will get rid of the "category" input selection from the ticket completely (it's there, but it won't be seen). I'm assuming that's what you want to do.

Now, you need to replace the 1 in the value with the Row ID of your General category. If you have that information from PHPMyAdmin, then you should be set (plug it in and try it). If you don't have it and can't get it, then you'll to do a little trial and error. Start with 1 and make a new ticket. Login with Admin now and locate the new ticket (and see what category it is). If it's not the right one, start the whole thing again with a 2 in the value.

Now, the categories don't always have to be in ID order. In other words, your Row ID's could be 2, 3, 5, 8. That's usually happens when you've added and deleted categories. Using the above Row ID's, I also believe that if you put a 4 as the value in your code (and there is no Row ID 4), that it will automatically go the first Row ID (in this case 2)....does that make sense? I have to admit, I'm not 100% sure of that, but I think it works that way. Like I said, it would be easier if you knew what Row ID your General category is....

Anyway, that's about it I think. I hope it helps and remember to make yourself a copy of the index.php file before you make changes to it (or any other file).

RB

Thanks - I am sick today and not thinking clear enough to try this out - even though it seems easy to follow. I will get back to you in a few days.

Hope you are feeling better JMM....

You might want to take a look at another recent posting here about a similar subject...it might be another option for your HelpDesk and assigning tasks to individual staff, but limiting the number of catagories on the submission form:

viewtopic.php?t=1606&sid=4c63c98f4f9593 ... 0d97f7ed29

RB