Manual Staff Ticket Entry -> Client Fullname => Author

[logicway]

Just made a hack to have the client to be the author of a ticket, when staff creates a ticket manually (phone or email). Also the fullname is required (this way staff never will be the author). And you can search for the fullname and insert it into the ticket. It is for version 3.00.90.

File: /modules/core/functions_userlookup.php

line 72; search for:

PHP Code:

addslashes($val["emails"][0]) 


replace by:

PHP Code:

addslashes($val["fullname"]) 


line 111; search for:

PHP Code:

addslashes($_contact["emails"][0]) 


replace by:

PHP Code:

addslashes($_contact["fullname"]) 


File: /modules/tickets/staff_newticket.php
line 48; search for:

PHP Code:

if (trim($_POST["replycontents"]) == "" || trim($_POST["opt_subject"]) == "" || !checkCustomFieldContent(CUSTOMFIELD_STAFFTICKET, $_POST["departmentid"])) 


replace by:

PHP Code:

if (trim($_POST["replycontents"]) == "" || trim($_POST["opt_subject"]) == "" || trim($_POST["opt_username"]) == "" || !checkCustomFieldContent(CUSTOMFIELD_STAFFTICKET, $_POST["departmentid"])) 


line 93; search for:

PHP Code:

$posttype = POST_STAFF; 


replace by:

PHP Code:

$posttype = POST_CLIENT; 


line 255; search for:

PHP Code:

if ($_REQUEST["type"] == "phone")
    {
        echo '<tr class="'. getRowBG() .'">
    <td width="100" align="left"><span class="tabletitle">'. $_SWIFT["language"]["fophone"] .'</span></td>
    <td align="left"><input type="text" class="swifttext" size="40" name="opt_userphone" value="'. $_POST["opt_userphone"] .'">&nbsp;&nbsp;<a href="javascript:popupInfoWindow(\''. $_SWIFT["swiftpath"] .'staff/index.php?_m=core&_a=userlookup&formname=newticketform&formfield=opt_userphone&sessionid='. $_SWIFT["session"]["sessionid"] .'\');"><img src="'. $_SWIFT["themepath"] .'icon_searchlookup.gif" title="'. $_SWIFT["language"]["lookup"] .'" border="0" align="absmiddle" /></a>&nbsp;&nbsp;<span class="smalltext">'. $_SWIFT["language"]["noptional"] .'</span></td></tr>';
    }

        echo '<tr class="'. getRowBG() .'">
    <td width="100" align="left"><span class="tabletitle">'. $_SWIFT["language"]["fullname"] .'</span></td>
    <td align="left"><input type="text" class="swifttext" size="40" name="opt_username" value="'. $_POST["opt_username"] .'">&nbsp;&nbsp;<a href="javascript:popupInfoWindow(\''. $_SWIFT["swiftpath"] .'staff/index.php?_m=core&_a=userlookup&formname=newticketform&formfield=opt_username&sessionid='. $_SWIFT["session"]["sessionid"] .'\');"><img src="'. $_SWIFT["themepath"] .'icon_searchlookup.gif" title="'. $_SWIFT["language"]["lookup"] .'" border="0" align="absmiddle" /></a>&nbsp;&nbsp;<span class="smalltext">'. iif($_REQUEST["type"]=="email", $_SWIFT["language"]["noptional"]) .'</span></td></tr>'; 


replace by:

PHP Code:

if ($_REQUEST["type"] == "phone")
    {
        echo '<tr class="'. getRowBG() .'">
    <td width="100" align="left"><span class="tabletitle">'. $_SWIFT["language"]["fophone"] .'</span></td>
    <td align="left"><input type="text" class="swifttext" size="40" name="opt_userphone" value="'. $_POST["opt_userphone"] .'">&nbsp;&nbsp;<a href="javascript:popupInfoWindow(\''. $_SWIFT["swiftpath"] .'staff/index.php?_m=core&_a=userlookup&formname=newticketform&formfield=opt_userphone&sessionid='. $_SWIFT["session"]["sessionid"] .'\');"><img src="'. $_SWIFT["themepath"] .'icon_searchlookup.gif" title="'. $_SWIFT["language"]["lookup"] .'" border="0" align="absmiddle" /></a>&nbsp;&nbsp;<span class="smalltext">'. $_SWIFT["language"]["noptional"] .'</span></td></tr>';
    }

        echo '<tr class="'. getRowBG() .'">
    <td width="100" align="left"><span class="tabletitle">'. $_SWIFT["language"]["fullname"] .'</span></td>
    <td align="left"><input type="text" class="swifttext" size="40" name="opt_username" value="'. $_POST["opt_username"] .'">&nbsp;&nbsp;<a href="javascript:popupInfoWindow(\''. $_SWIFT["swiftpath"] .'staff/index.php?_m=core&_a=userlookup&formname=newticketform&formfield=opt_username&sessionid='. $_SWIFT["session"]["sessionid"] .'\');"><img src="'. $_SWIFT["themepath"] .'icon_searchlookup.gif" title="'. $_SWIFT["language"]["lookup"] .'" border="0" align="absmiddle" /></a>&nbsp;&nbsp;<span class="smalltext">'. iif($_REQUEST["type"]=="email", $_SWIFT["language"]["noptional"]) .'</span></td></tr>'; 


That's it.

[Varun Shoor]

Excellent Work, Thanks for Sharing.

Regards,

Varun Shoor

[logicway]

Originally Posted by Varun Shoor

Excellent Work, Thanks for Sharing.

I am also working on a some extra features on the lookup-window. I want that you can only select an email-address, only if you are searching for an email-address. This way you can't fill in i.e. a phonenumber, where you should fill in an email-address.

[SWG]

I get the following error:

Parse error: parse error, unexpected ']' in /home/XXXXXX/public_html/support/modules/tickets/staff_newticket.php on line 48

Any suggestions?

Thanks!

[logicway]

Originally Posted by SWG

I get the following error:

Parse error: parse error, unexpected ']' in /home/XXXXXX/public_html/support/modules/tickets/staff_newticket.php on line 48

Any suggestions?

Thanks!

Check line 48. This should be:

PHP Code:

if (trim($_POST["replycontents"]) == "" || trim($_POST["opt_subject"]) == "" || trim($_POST["opt_username"]) == "" || !checkCustomFieldContent(CUSTOMFIELD_STAFFTICKET, $_POST["departmentid"])) 


[SWG]

Nice Job!!

Thank you for providing this handy modification.

[logicway]

Originally Posted by logicway

I am also working on a some extra features on the lookup-window. I want that you can only select an email-address, only if you are searching for an email-address. This way you can't fill in i.e. a phonenumber, where you should fill in an email-address.

I have this feature also working now. Because there are a lot of changes, I can't make a list of lines you should replace. See attachment for the file (/modules/core/functions_userlookup.php).

Maybe the Kayako-developers could look into these modifications. They could possibly be finetuned.

[caitlyntw]

Could Kayako incorporate this into the 3.098 cvs build?

[Varun Shoor]

I will look into this, A lot of our clients also use the current way of working to create new emails from the helpdesk and follow up the conversation through a ticket. Implementing this as a de facto feature will break that all up.

Regards,

Varun Shoor

[logicway]

Originally Posted by Varun Shoor

I will look into this, A lot of our clients also use the current way of working to create new emails from the helpdesk and follow up the conversation through a ticket. Implementing this as a de facto feature will break that all up.

I don't understand why you think this feature will break.

The majority of my hack is nothing but being able to search also for a fullname (besides emailaddress and phonenumber) form the current users/contacts and putting all items (phone#, email, fullname) in the right box, so you don't i.e. accidentally get a phonenumber where you should enter an emailaddress.

The small part of my hack is that your client is always the tickets author if the staff enters the ticket manually. Without this I find it very difficult to find out which client a ticket is about, or to search for a ticket from a certain client.

[keyguru]

would it possible to post already modified php files (functions_userlookup.php and staff_newticket.php)? We have a rented version of the software and are not able to modify these files ourselves. This feature is very much needed and it would be great to have it before it is implemented oficially in a future release. Thank you in advance.

[SWG]

Does this work in 3.0.4 "Stable"?

[logicway]

Originally Posted by SWG

Does this work in 3.0.4 "Stable"?

I did not test it yet, but I think it should work.

[keyguru]

Bump
Could somebody please post already modified php files (functions_userlookup.php and staff_newticket.php)? I don't think this feature has yet to be implemented in official release, but it would really help to start using it before it is released. Thanks again.

[logicway]

Originally Posted by keyguru

Bump
Could somebody please post already modified php files (functions_userlookup.php and staff_newticket.php)? I don't think this feature has yet to be implemented in official release, but it would really help to start using it before it is released. Thanks again.

See attachment.