Free Priority reminder for clients on ticket submission page

[richm]

Hi All,

I wanted to place a reminder to our clients of what the descriptions of the ticket priorities from our SLA are, on the ticket submission page in their portal, as we were getting tickets where the clients were setting the priority to "urgent" or "high" that were really just normal issues.

I'm documenting how I did it here in case anyone else has need of this.

Rich


Admin CP

Edit the submitticket template

Templates > Manager Templates > Tickets > submitticket

Right above the line that looks like this:

<{displaytemplate name="customfields"}>

Insert the following (adapted for your own priorities and descriptions)

 <table width="100%"  border="0" cellspacing="0" cellpadding="2">
	 <br>
		<tr>
			<td align="left" valign="top" class="row2" width="100%"><span class="smalltext"><b>Urgent </b>- A production system is down and there is no possibility of avoiding the problem and continuing operations.</span></td>
		</tr>	  
		  
		<tr>
			<td align="left" valign="top" class="row2" width="100%"><span class="smalltext"><b>High </b>- A production system is impacted in a major way, where a workaround exists.</span></td>
		</tr>
		<tr>
			<td align="left" valign="top" class="row2" width="100%"><span class="smalltext"><b>Normal </b>- You can continue working with the Software but its use is curtailed by unexpected or
undocumented behavior.</span></td>
		</tr>
		<tr>
			<td align="left" valign="top" class="row2" width="100%"><span class="smalltext"><b>Low </b>- A request for information, a product enhancement suggestion or a documentation related error.</span></td>
		</tr></table><br>

To give you a rough idea, here is a text representation:

Ticket Priority
Priority: Normal

Urgent - A production system is down and there is no possibility of avoiding the problem and continuing operations.
High - A production system is impacted in a major way, where a workaround exists.
Normal - You can continue working with the Software but its use is curtailed by unexpected or undocumented behavior.
Low - A request for information, a product enhancement suggestion or a documentation related error.

Ticket Information

I've attached a screenshot to this post so you can get an idea of what it looks like.

It would be nice if Kayako designed something like this into the app, to allow you to manage and display the priority definitions. </hint>

[Siora]

Great work, I'm sure this will come in handy for many.

[Matthew]

We can get more mileage with richm's idea when coupled with a suggestion that started from Varun. If you are like me, you have more than one department, and the explanation for the Priorities may vary from department to department. (But of course, it doesn't have to be Priorities we are talking about here; you can insert any explanatory text.)

As given by richm, edit the submitticket template:

Templates > Manager Templates > Tickets > submitticket

Right above the line that looks like this:

  <{displaytemplate name="customfields"}>

Add the following code, customized to your needs:

<{if $department[departmentid] == '2'}>
<fieldset class="swiftfieldset">
<legend>About Priorities</legend>
 <table width="100%"  border="0" cellspacing="0" cellpadding="2">
        <tr>
            <td align="left" valign="top" class="row2" width="100%"><span class="smalltext"><b>Urgent </b>- A production system is down and there is no possibility of avoiding the problem and continuing operations.</span></td>
        </tr>      
        <tr>
            <td align="left" valign="top" class="row2" width="100%"><span class="smalltext"><b>High </b>- A production system is impacted in a major way, where a workaround exists.</span></td>
        </tr>
        <tr>
            <td align="left" valign="top" class="row2" width="100%"><span class="smalltext"><b>Normal </b>- You can continue working with the Software but its use is curtailed by unexpected or
undocumented behavior.</span></td>
        </tr>
        <tr>
            <td align="left" valign="top" class="row2" width="100%"><span class="smalltext"><b>Low </b>- A request for information, a product enhancement suggestion or a documentation related error.</span></td>
        </tr></table>
</fieldset>
<{elseif $department[departmentid] == '3'}>
<fieldset class="swiftfieldset">
<legend>Caption Goes Here</legend>
Put your text for department 3 here
</fieldset>
<{else}>
<fieldset class="swiftfieldset">
<legend>Caption Goes Here</legend>
Put your default text here
</fieldset>
<{/if}>

What you get:

A frame with caption, in true Kayako user interface style, customized for each department that uses that particular template group (if you have more than one, that is).

[mopa]

Very Nice indeed.

I like to use languages though so with a lot of different departments and languages I have done like this:

PHP Code:

<fieldset class="swiftfieldset">
<legend><{$language[severityabout]}></legend>
  <table width="100%"  border="0" cellspacing="0" cellpadding="2">
        <tr>
            <td align="left" valign="top" class="row2" style="width: 200px><span class="smalltext">
                        <{$language[severity1]}></span></td>
            <td align="left" valign="top" class="row2" width="100%" style="width: 70%"><span class="smalltext"><{$language[severity1b]}></span></td>
        </tr>      
        <tr>
            <td align="left" valign="top" class="row2" style="width: 200px"><span class="smalltext">
   <{$language[severity2]}></span></td>
            <td align="left" valign="top" class="row2" width="100%" style="width: 70%"><span class="smalltext">
   <{$language[severity2b]}></span></td>
        </tr>
        <tr>
            <td align="left" valign="top" class="row2" style="width: 200px"><span class="smalltext">
   <{$language[severity3]}></span></td>
            <td align="left" valign="top" class="row2" width="100%" style="width: 70%"><span class="smalltext"><{$language[severity3b]}></span></td>
        </tr>
        <tr>
            <td align="left" valign="top" class="row2" style="width: 200px"><span class="smalltext">
   <{$language[severitynone]}></span></td>
            <td align="left" valign="top" class="row2" width="100%" style="width: 70%"><span class="smalltext">
   <{$language[severitynoneb]}></span></td>
        </tr></table>
</fieldset> 


Notice the:
<{$language[severityabout]}> - This is the "About Priorities"-text, where "severityabout" is the value I have given the specific languagetext for all my languages"
<{$language[severity1]}> - "Urgent"
<{$language[severity1b]}> - "A production system is down and there is no possibility of avoiding the problem and continuing operations."

This way all the text will appear in the right language and I have then added all the text in admin CP -> Languages

[Matthew]

Originally Posted by mopa

I like to use languages though so with a lot of different departments and languages I have done like this:

Good one. That was the next logical step. Definitely going to try this.

[Siora]

Matthew or Mopa - Can you provide screen shots of what this looks like?

[mopa]

No problem

Below you can see the english and the danish version.

[Siora]

Do the descriptions change based on the department chosen?

[mopa]

Yes we have 8 departments some english and some danish.
I have insearted language phrases for the different priority status' and also all the describtions in both english and danish.

So when I choose a department that is set in english the describtions will be in english and the same goes when choosing a danish department, then the describtions will be in danish.