Client Side Ticket Search and Filter

[Jemrada]

There should be a drop down menu that will let you select from the current statuses you have in your support center. Can you post a screen shot?

[Siora]

Originally Posted by Jemrada

There should be a drop down menu that will let you select from the current statuses you have in your support center. Can you post a screen shot?

Here you go. I see the search part of the mod worked but I don't think the filter part did becasue I dont' get the drop down menu.

I also see that you have a file called "clientcss.tpl_addon" in your zip file but I have no idea what to do with it.

[Siora]

I just figured it out. Your instructions that are in the KB article on your site do not work. The actual code that is in the ticketlist.tpl file that was included in your zip file worked and helped with the placement. You should probably look at editing that KB article to include the proper code.

Now that it works...The tickets filter when you select them from the list automatically but when you select "go" it takes you back to the home page. What is the point of the "go" button. Did I do something wrong again?

Thanks Jemrada.

[Jemrada]

oh ok thanks, I will have to check those articles.

I will look in to that go button issue.

[Siora]

Originally Posted by Jemrada

oh ok thanks, I will have to check those articles.

I will look in to that go button issue.

Thanks Jemrada, not sure what the point of it is since it will just cause users to go back to the homepage instead of activiating the filter (the filter is activated automatically by selecting it from the list).

[richm]

Hmm. Maybe it's my install, but since the latest version, if I search for the full ticket number, search doesn't locate any tickets on the client side. The only way I can get hits on my search is if I scale it down to one digit & even then it isn't locating all (I set up a test account with only 2 tickets)

e.g.

2 tickets for this test account: 618 & 619.

If I search for ticket 618 (and there is a ticket with this ticket ID) I get no hits. If I search for ticket 61, no hits, but if I search for 6, I get 618 but not 619.

Just noticed another anomaly with my installation...
Created a ticket as client 1 from the client side portal.
Logged out and back in as client 2 from the client side portal.
Searched for "6" using ticket id and found the ticket I just created as client 1.


Any ideas?

Thanks,

Rich

[Siora]

Originally Posted by rixm

Hmm. Maybe it's my install, but since the latest version, if I search for the full ticket number, search doesn't locate any tickets on the client side. The only way I can get hits on my search is if I scale it down to one digit & even then it isn't locating all (I set up a test account with only 2 tickets)

e.g.

2 tickets for this test account: 618 & 619.

If I search for ticket 618 (and there is a ticket with this ticket ID) I get no hits. If I search for ticket 61, no hits, but if I search for 6, I get 618 but not 619.

Just noticed another anomaly with my installation...
Created a ticket as client 1 from the client side portal.
Logged out and back in as client 2 from the client side portal.
Searched for "6" using ticket id and found the ticket I just created as client 1.


Any ideas?

Thanks,

Rich

Is this before or after you performed this mod by Jemrada? I am on v3.10.2 and it appears to work. However, I am using the Random ticket ID option.

[richm]

I may have found the answer... though it doesn't explain finding one clients tickets while logged in as another (Note: I was not able to "view" the other clients ticket, clicking on it gave a blank page. It just turned up in a search)

After talking with Kayako support (I'm seeing similar results when using search in the staff interface), about searching by TicketID:

This feature uses MySQL full text search.It has certain restrictions.
1. Word to be searched should be 3 chaaracters in length.
2. It should not be common.
3. It should appear in atleast 3 records.
4. Common words like in, are etc. are ignored.

Still, I seem to recall that searching by 2 or 3 numbers in the past appeared to work properly... Perhaps I'm mistaken.

[richm]

As a follow up, this was user error <doh!> I had manipulated the search.php to display sequential ticket #'s and must have trashed a query in the process. Compared to an older version a corrected the error.

Works like a charm once again!

Rich

[Siora]

Jemrada,

Is there a way that "Ticket ID" or "Subject" etc.. can be the default search item? Right now you always have to choose something from the list and it would be good if there were a default. Also, is there a way that the search can search all feilds? Maybe ---- Entire Ticket ---- or something like that.

[richm]

Using a completely fresh copy (downloaded & installed this afternoon) of search.php, I get the unique ticket id's (which if I read the php correctly is the way it works by default (though sequential would be what I need)

I'm seeing a problem where when I search for tickets (either with strings or with numbers) I'm getting results that don't belong to the client whos account I'm logged in with.

I can see the ticket # (the unique number) and the summary of the ticket info.

If I click on the ticket it won't actually open it (thank goodness) but I'm concerned that I'm getting hits that don't belong to this client)

I put unique words in the ticket posts of tickets from each client I am testing with so that I would be sure to only match these unique words and not common words.

Client A: xyzzy
Client B: pflug

I can get results while logged in as client b, that I should only get when logged in as a.

Rich

[richm]

Hi,

I'm far from a sql/php expert, but shouldn't there be some kind of filtering within the sql for this search based on usergroupid? So that no tickets will be pulled up unless they belong to that client? (which I believe usergroupid reflects)

Cheers,

Rich

[Siora]

Jemrada,

Were you able to look into the "GO" button issue? Maybe we can simply rename the button to "Back" to make it easier.

[mopa]

Originally Posted by Siora

Jemrada,

Were you able to look into the "GO" button issue? Maybe we can simply rename the button to "Back" to make it easier.

Just write the below in the admin -> tamplates -> manage templates -> tickets -> ticketlist

PHP Code:

<!-- themactep: status filter hack -->
<script type="text/javascript">
<!--
function goTo() {
  var el = document.getElementById('goto');
  document.location.href = el.path.value;
}
//-->
</script>
<form id="goto" action="#">
<p align="right" class="status_filter"><label for="path">Sort by Status: </label>
<select name="path" id="path" onchange="goTo();">
<{foreach key=key value=item from=$status_links}>
<{$item}>
<{/foreach}>
</select>
</p>
</form>
<!-- themactep: status filter hack end --> 


It removed the "GO" button completely.

[Siora]

Sweet that worked. Thanks a lot Mopa.