Audit Log & Ticket View: New Ticket in Staff CP logs Staff User who entered ticket

[ds289]

Presently, if a Staff user creates a new ticket on behalf of an end-user the audit log notes as follows:

Setting due time to: 13 Feb 2009 2:43 PM 11 Feb 2009 2:43 PM System
New ticket created by <Client Name> 11 Feb 2009 2:43 PM Client

(I removed the timeline column on purpose for this post, btw.)

There should be an additional line or notation stating which staff member entered the ticket in the system. Extremely frustrating in our environment that this is not present should a staff member fail to sign off in the body.

Other possibilities:
- Add the staff member signature in the body of the first post.
- Add text somewhere in the ticket view indicating the staff member that entered the ticket.

Thanks.

[John Haugeland]

I agree, and we'll look into this for a future release. For the time being, that information is in the ticket's audit log; whereas I realize that isn't a very good location for the data in context, it's better than nothing until we get something closer to what you need in place.

Thanks for the heads up.

[ds289]

Hi John:

Thanks for the reply. Appreciate its recognized as something to be improved.

I just noticed something interesting. We use New Ticket -> Phone Ticket 99% of the time.

I just created a test ticket using New Ticket -> Send E-Mail instead, and the staff member signature was added to the initial post, plus the staff member who entered the ticket is noted in the Audit Log. This does not happen using 'Phone Ticket'.

Anyway, I think you see what I'm getting at.

Thanks.

[John Haugeland]

DS289: a lot of our best features - especially subtle ones - come from our users. We would be stupid not to listen to the people in the trenches, using the product.

Thank you for the assist.

[lshaw]

I fixed this bug myself a while back. If a Staff member created the ticket then we wanted their name to the left of the first post so I changed $fullname = $_POST["opt_useremail"]; from around line 109 in the staff_newticket.php file to $fullname = $_SWIFT["staff"]["fullname"]; It isn't a perfect fix, but has worked pretty well for us.


*Note*
The line number listed may be different in your file as I have added comments, and modified/added code to this file.

[ds289]

Thank you!