Change Ticket ID

[Dynadata]

I suggested it as a new feature by the think tank but I'm afraid it will take to long before it will be implemented.
This is the link to the article: Ticket ID Type
I hope you guys can help me out with this.

In "\modules\tickets\functions_ticketcore.php" you will find the function "generateTicketMask()".
My intention is that it takes the first 3 letters from the department (with substring) and then generates some random numbers.

Now comes the main problem.....it should take the first 3 letters from the department but the ticket is not yet submitted.
So how to get the department? Can you get this from the current URL? (Support Center » Submit a Ticket » General)

Any help would be appriciated.

[Dynadata]

Originally Posted by Dynadata

So how to get the department? Can you get this from the current URL? (Support Center » Submit a Ticket » General)

Anyone can point me to the right direction?

[Dynadata]

When I submit a ticket the nav. URL is:
Support Center » Submit a Ticket » General

When you hover your mouse over the department (General) you will see something like:
http://domain.com/support/index.php?_m=tickets&_a=submit&step=1&departmentid =1

So I opened \modules\tickets\functions_ticketcore.php and search for function generateTicketMask().
Inside this function I replaced the $ticketmaskid by:
$ticketmaskid = $_GET['departmentid'] . "-" . $num;

This aint working....I really have no idea why but it gives me an empty string.
Does anyone have an idea what I could do to get the current departmentid inside the generateTicketMask() function?

[Dewak]

Howdy again,

I think it's not possible to access $_GET['departmentid'] from functions_ticketcore.php. This is what you have to do:

1. Change the declaration of Ticket Mask function from

function generateTicketMask() to function generateTicketMask($deparmentid = 1)

2. In the createTicket() function send the department id to the generateTicketMask() function like this:

$ticketmaskid = generateTicketMask($departmentid);

3. Check if the Ticket Mask function is called from other place and add the $departmentid parameter.

This way you will be able to get the parameter id.

Best

[Dynadata]

Dewak.....you're the man! It works perfectly now!
Thank you sooooo much!

I will post a small tutorial how you can do this by the modifications.

[Dynadata]

EDIT: solved...

[Dewak]

You are welcome, I'm glad you were able to solve it.
Can't wait to see the full tutorial!

[Dynadata]

@Dewak: See Change Ticket ID depending of your department post #1 and #4.