PHPJunkyard support forum

Script URL: admin_ticket.php / mannage_canned.php
Version of script: 3.4.3
Hosting company:
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution:

Write your message below:

Hi,

I've programmed a few new features into our HESK I allways missed scince coming from other ticketsystems and wondered if anyone would like to have those as well or if they even could find the way to the offical HESK:

1. Restrict standard-replies to categories. So in admin_ticket.php not all standard replies will be shown:

Just like editing the user-rights, all Categories could be selected seperatly or "all".
Therefore a new column in the mysql-std_replies-table was created, where all categories are listed, seperated by ','.

2. I altered a version of admin_ticket.php and saved it as admin_ticket_supporter.php. In this new version a telephone-supporter could search for every ticket by id oder tracking-id and it will be shown. I the HESK-User has no rights for the category of the ticket, the supporter is only allowed to leave an internal note or re-open a ticket to leave an internal note.

3. Bookmarking tickets. For all new supporters, who are in training for the job, this is a good way to follow up a support-request from the beginning to the end. Also you could monitor and supervise a ticket and the work of the supporters, or bookmark for important stuff you maybe need later again. Through the admin-menu in admin_ticket.php you could set a bookmark:

In a new mysql-table "bookmarks" only the user-id and ticket-id is saved. Only thing left to do here: if a ticket is deleted, the bookmark should be deleted as well.

For the bookmark, as well as the ticketsearch a new admin_menu was inserted in the show_admin_nav.inc.php


If there is any interest, feel free to write to me.

Looks interesting. I'd be happy to have a look and see if this is something that could be incorporated into the official version.

Hi Klemen,

I've added my modified files to my personal webspace:
https://blaidd-drwg.net/hesk/admin_ticket.txt
https://blaidd-drwg.net/hesk/admin_ticket_supporter.txt
https://blaidd-drwg.net/hesk/admin_bookmark.txt
https://blaidd-drwg.net/hesk/manage_canned.txt

There are several other customizations in the admin_ticket that you can ignore. The interesting chances are:
changes for bookmarking tickets on line: 491-505, 2469-2496
changes for canned replies on line: 3262-3282

In manage_canned.php the changes are on line: 85, 135, 303, 359, 374, 455, 477, 511, 522, 549, 570, 609, 618

The admin_ticket_supporter.txt is an edited admin_ticket.php file that displays all the ticket information like admin_ticket.php, so that could be one file. If there would be an option in the hesk-setting the firt mentioned lines could be managed. If the user has no rights for the category he’s not allowed to change the status, the category or to response: changes therefore are in line 181-206, 1570-1619. The line 76-89 allows the display of ticket through the ticket-id instead of the tracking-id.

my admin_bookmark is a poor collacation of admin_main.php and the ticket_list.inc.php, that meets our requirements.

ps: I've tried to translate my comments as best as i could. Hope they are enough.

pps: and i haven't edited the delete_tickets.php for deleting bookmarks of that ticket as well. i don't believe that there will be much wasted sql-entries in our company, but this should be done in an offical hesk-version

Just wanted to say a quick "thanks". I currently have work over my head, but will have a more detailed look at this next week (probably Thursday/Friday)