Free Client Ticket List Mods (new & revisited)

[Matthew]

Jemrada/themactep's Client Side Ticket Search & Filter mods were great ideas; these features should have been in Kayako from the start. Otherwise, how do you manage a client ticket list that begins to span more than a few pages? I got the ticket search working relatively painlessly, but the status filter didn't work for me at the time and I left it out.

At some point one of our managers asked if it were possible for clients to be able to see the ticket due date in their ticket list. Eventually, while working on this project, I decided to revisit themactep's hacks.

The result is this package, which I am bundling together because 1) I think you'll want them all, and 2) I'm far too busy/lazy to separate them into separate hacks.

Here's what I've done:

• Added a Due column to the ticket list, which displays the duetime value seen in the Staff CP. I make it perform a few simple formatting tricks for overdue and soon-to-be-overdue tickets. In the process, I rearranged the ticket columns and (IMHO) made the whole ticket list easier to read.
• Fixed themactep's Ticket Status Filter, integrating it more aesthetically into the page, sorting the list alphabetically, making pagination follow the filter, and making the filter 'stick' between column sorts
• Integrated themactep's Ticket Search better into the nav bar. I gave these changes in the original thread, but I've included them here.
• Added language strings for internationalization, rather than hard-coded text.

Caveat 1: this for SupportSuite 3.11.02 stable. I believe the templates can be used up to 3.30.02, but there might be a few changes in the client_tickets.php. Your best bet is to use some kind of comparison app to hilite the changes in the file and templates.

Caveat 2: Don't come crying to me if you break your Kayako installation. Use at your own risk! That being said, if I've released this package with errors, I will do my best to correct them and re-post.

Enjoy, or make it better!

[Dewak]

Nice one Matthew, the ticket list looks neat!

[craigbrass]

That looks really nice. I really hope Kayako implements these features out of the box in V4.

[mopa]

This is a "Must have"..!

It actually only shows tickets for the specific user - I've been waiting for this - SUPER

I've "installed" it on my test site however I can't seem to get any results on the search for message details. By message details it is supposed to be the actual contest in a ticket right?

Also the sort tickets still show the options NON-alphabetically - is there no way to fix this minor detail?

[Matthew]

Originally Posted by mopa

This is a "Must have"..!

It actually only shows tickets for the specific user - I've been waiting for this - SUPER

I've "installed" it on my test site however I can't seem to get any results on the search for message details. By message details it is supposed to be the actual contest in a ticket right?

Also the sort tickets still show the options NON-alphabetically - is there no way to fix this minor detail?

Thanks for the kind words, guys.

Mopa, you were right about the search bug. It seems that Jemrada's SQL query did not account for the `userid` column appearing in several different tables, so the query was failing due to an ambiguous reference. This is now fixed.

I also added a "feature" (on by default) to sort the Status drop-down list alphabetically. Hope you like it. This was as easy as having the array built using the status title as a key, and then applying ksort(). If you want the statuses sorted the old way, just comment out that line of code.

I've upload the changes to my original post. Only search.php and client_tickets.php are affected.

[mopa]

Freakin' Super - I love this mod. Thanks a billion Matthew.

[Hawkwing]

Hi. testing this at my testserver and I found out that the ticket id search doesnt work properly. I have sequential (1,2,3....) but when I search for 4 i get the random id (OOI-280731 (0 replies) Is there anything I can do in the code to correct this?

[Matthew]

Originally Posted by Hawkwing

Hi. testing this at my testserver and I found out that the ticket id search doesnt work properly. I have sequential (1,2,3....) but when I search for 4 i get the random id (OOI-280731 (0 replies) Is there anything I can do in the code to correct this?

I haven't tested on sequential ticket ID's, but it works like a charm on random ID's. I can enter 1, 2, 3, ... all characters in the ID, and all the results are valid.

Hopefully, someone else using sequential ID's can confirm.

I find it mildly inconvenient to have to select the ticket field for searching; I'm considering modifying this so that is just searches in all fields.

[keithsmith]

I read in your post here that it now restricts the user to only their tickets. While the version I have installed lets them search for tickets not made by them when one goes to click on the link to the ticket not in their department or own by someone else, it will not display and say page not found etc.

When I make them a manager in the user group rather than a user then they can search within the user group of the department that is assigned to a user group. This is valuable if we are using the client side to place tickets in and a customer calls in the user must see all the tickets and be able to find them within the same department and user the user interface rather than staff. If I update to this version, if they are set to a manger will they still be able to see all the tickets in the department

THANKS!
K

[judgepg]

Matthew,

First of all, a great job on this script. A welcome enhancement to the product suite.

I have one concern. When using the searching functionality, it appears that keyword searching finds tickets across all groups, if the user is a manager.

So, if members in GroupA, GroupB, and GroupC have tickets, and I am a manager-user for GroupA. I can search across all tickets in either group. Although if I click-through I will get the permission denied error if the ticket is not in my group, I am thinking that the result set shouldn't appear in the first place.

I am speculating the issue may lie in the search.php specifically:

$limit_to_recent_user = ($_SWIFT["user"]["ismanager"] == 1) ? '' : 'AND `'.TABLE_PREFIX.'tickets`.`userid`='. intval($_SWIFT["user"]["userid"]);

The second condition of this statement will in fact search only in tickets that for which the user is the owner of, provided the user is not a manager. The first condition (i.e., that I am a manager) seems to search against tickets in all groups.

Any thoughts how this query could be modified to show only those tickets in a particular group?

Thanks again for this valuable addon.

[lslavick]

Is there any way to use this on the hosted version?

[supportskins]

Is there any way to use this on the hosted version?

No you cannot use this mod for hosted solution.

[cbentkowski]

Originally Posted by judgepg

Matthew,

First of all, a great job on this script. A welcome enhancement to the product suite.

I have one concern. When using the searching functionality, it appears that keyword searching finds tickets across all groups, if the user is a manager.

So, if members in GroupA, GroupB, and GroupC have tickets, and I am a manager-user for GroupA. I can search across all tickets in either group. Although if I click-through I will get the permission denied error if the ticket is not in my group, I am thinking that the result set shouldn't appear in the first place.

I am speculating the issue may lie in the search.php specifically:

$limit_to_recent_user = ($_SWIFT["user"]["ismanager"] == 1) ? '' : 'AND `'.TABLE_PREFIX.'tickets`.`userid`='. intval($_SWIFT["user"]["userid"]);

The second condition of this statement will in fact search only in tickets that for which the user is the owner of, provided the user is not a manager. The first condition (i.e., that I am a manager) seems to search against tickets in all groups.

Any thoughts how this query could be modified to show only those tickets in a particular group?

Thanks again for this valuable addon.

Myself and another at my company have come up with a fix for this issue.

In the search.php file find:

$limit_to_recent_user = ($_SWIFT["user"]["ismanager"] == 1) ? '' : 'AND `'.TABLE_PREFIX.'tickets`.`userid`='. intval($_SWIFT["user"]["userid"]);

And replace it with:

$limit_to_recent_user = ($_SWIFT["user"]["ismanager"] == 1) ? 'AND `'.TABLE_PREFIX.'tickets`.`userid` IN (SELECT `'.TABLE_PREFIX.'users`.`userid` FROM `'.TABLE_PREFIX.'users` LEFT JOIN `'.TABLE_PREFIX.'usergroups` ON `'.TABLE_PREFIX.'users`.`usergroupid` = `'.TABLE_PREFIX.'usergroups`.`usergroupid` WHERE `'.TABLE_PREFIX.'users`.`usergroupid` = '. intval($_SWIFT["user"]["usergroupid"]).')' : 'AND `'.TABLE_PREFIX.'tickets`.`userid`='. intval($_SWIFT["user"]["userid"]);

This change will check for all users that belong to one group and then only search for tickets for the users that belong to that group.

[Matthew]

Thanks cbentkowski, and welcome to the forums!

Original post has been updated with query change.

[judgepg]

Great! Many thanks cbentkowski.