PHPJunkyard support forum

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).

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

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

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.

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.

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

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)

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

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.

That's the expected behaviour with the current version.

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

Thanks Klemen! The TickedID lookup works now as expected.

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

Klemen wrote: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

snifty wrote: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

wedlock wrote: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....

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.