Ticket Submission Modification

[canadiancow]

I'm posting this here before I delve into the Kayako source, but I'll write this myself if need be.

I run a game server, and people can have multiple game accounts. However, they will only have one support account, and the logins are not tied to their game accounts for several reasons.

I would like to have the user submit their username and password for their game account with every ticket, and then have Kayako's script verify the password, and flag the ticket as having the game account ownership verified, but only show the username in the staff section, not the password.

I know I can add custom form fields to the ticket submission, but I'd like to know if I can do the above processing within Kayako, rather than having my support staff enter the username/password in a script somewhere to verify them (especially since I don't want all my staff getting plaintext passwords for the players).

Thanks in advance.

[craigbrass]

When you say "verify" I assume you mean connect to a 3rd party product (ie the game server) and check the credentials are correct. This would require a fair amount of modification.

The other thing, hiding the password field from staff, would be fairly simple I think (maybe "If staff, do not show and if admin, show").

I suggest you contact SoftAir (http://www.softairltda.com) to have them give you a quote for these modifications.

[Bconsulting]

It would be awesome if custom fields could link to a field in a certain MYSQL table to lookup any values in that table and if the value is not found, return an error back to the ticket submitter.

[canadiancow]

I've been looking through the code, but it looks like it will be a little annoying to make this modification, simply because of the "names" of the custom fields (for example, 98c56cd3c0).

However, I can just take the post variables, perform the check on my database, and replace the password with either "VALID" or "INVALID"

I'll let you know when I'm done, and I'll post the code here for anyone else who might want to do something similar.

[canadiancow]

I've included the surrounding code to make it easier to find. I wanted it to stand out more in the staff section if the user had entered a valid username/password combination, so I had to make a change to the HTML tag stripping on the display page to allow two special cases.

modules/tickets/client_submit.php

                    $template->assign("cclist", $_recipients);
                    $template->assign("recipientcount", $_recipientcount);

                    /************************************
                    EuphRO Account Verification Modification
                    Written by Scott Kennedy
                    ************************************/
                    $euphAccount = $_POST['98c56cd3c0'];
                    $euphPass = $_POST['4e36c66e60'];
                    
                    $euphDb = mysql_connect('host', 'user', 'pass');
                    mysql_select_db('ragnarok', $euphDb);

                    $euphResult = mysql_query("SELECT `user_pass` FROM `login` WHERE `userid` LIKE '{$euphAccount}'", $euphDb);
                    $euphRow = mysql_fetch_assoc($euphResult);
                    $_POST['4e36c66e60'] = (md5($euphPass) == $euphRow['user_pass']) ? '<font color="green">VERIFIED</font>' : '<font color="red">NOT VERIFIED</font>';

                    //mysql_close($euphDb); //this line results in none of the custom fields being saved to the database
                    //End of EuphRO AV Mod

                    updateCustomFields(CUSTOMFIELD_USERTICKET, $_ticketiddata[0], $_POST["departmentid"]);
                    //Mahesh Slaria: Staff & user ticket creation
                    updateCustomFields(CUSTOMFIELD_STAFFUSERTICKET, $_ticketiddata[0], $_POST["departmentid"]);

modules/tickets/staff_viewticket.php

foreach ($val["fields"] as $fieldkey=>$fieldval)
        {
            unset($fieldvalue);
            if (_is_array($fieldval["fieldvalue"]))
            {
                foreach ($fieldval["fieldvalue"] as $fkey=>$fval)
                {
                    /************************************
                    EuphRO Account Verification Colour Modification
                    Written by Scott Kennedy
                    ************************************/

                    if ($fval == '<font color="green">VERIFIED</font>' || $fval == '<font color="red">NOT VERIFIED</font>')
                    {
                        $fieldvalue .= $fval."<BR />";
                    }
                    else
                    {
                        $fieldvalue .= htmlspecialchars($fval)."<BR />";
                    }
                    
                    //$fieldvalue .= htmlspecialchars($fval)."<BR />"; //original code
                    
                    //End of EuphRO AVC Mod
                }
            } else {        
                    /************************************
                    EuphRO Account Verification Colour Modification
                    Written by Scott Kennedy
                    ************************************/

                    if ($fieldval["fieldvalue"] == '<font color="green">VERIFIED</font>' || $fieldval["fieldvalue"] == '<font color="red">NOT VERIFIED</font>')
                    {
                        $fieldvalue = nl2br($fieldval["fieldvalue"]);
                    }
                    else
                    {
                        $fieldvalue = nl2br(htmlspecialchars($fieldval["fieldvalue"]));
                    }
                    
                    //$fieldvalue = nl2br(htmlspecialchars($fieldval["fieldvalue"])); //original code
                    
                    //End of EuphRO AVC Mod
            }
            $infolist[] = array($fieldval["title"].":", autoLink($fieldvalue));
        }