Customizing Tickets

[jlui213]

Hello All,

I was just wondering if it was possible to create tickets that would require both the staff and the client to answer specific questions. For example, have the ticket as for the user's name, company, product, location, etc.

I know that this can be done with the custom fields, but I would much prefer to have these questions in the text area. I have a feeling that I would have to play around with the templates, but I am not sure which one I should mess with/ how it's done.

Thanks.

[supportskins]

For the client side, you need to edit the submitticket template. For the staff side, you will have to modify the software source code.

[jlui213]

ok, so i tried messing around with the "submitticket" template but i'm still having some trouble trying to figure out how to add my inputs. I located the text area box and tried coding in the questions I want to ask (Product #, Location, etc.). However when I save the HTML code, I get nothing. Am I going at this all wrong?

[Andrew Scott]

Please try to clean cache, I think It will help you.

Andrew, Holbi

[jlui213]

here is what my code looks like. It seems as though I can't use line breaks. Any suggestions?

<tr>
<td colspan="2"><textarea class="swifttextarea" name="message" rows="10" cols="30" style="WIDTH:98%;">Product Version:<br>Other Product?:<br>Other site?:<{$message}></textarea><div id="irsui" style="DISPLAY: none;"><BR /><div class="irsui"><table border="0" cellpadding="3" cellspacing="1" width="100%"><tr><td class="smalltext"><img src="<{$themepath}>loadingcircle.gif" border="0" align="absmiddle" />&nbsp;<{$language[irsloading]}></td></tr></table></div></div></td>
</tr>

[Andrew Scott]

Hello jlui213,

What part of Kayako code, or template have you edited?

Andrew, Holbi

[jlui213]

so far I've only edited the submitticket template.

[Andrew Scott]

Originally Posted by jlui213

so far I've only edited the submitticket template.

:-) Why do you use HTML symbols inside of text area? try to use use symbols of new line. \r\n

Pleas let me know if you need any further help, and Yes, clean cache each time you change the template.

[jlui213]

I actually tried using \r\n, but that didn't work. However, (by pure luck) I was able to accomplish this in a rather INCREDIBLY easy manner. Instead of hard coding, I just hit the enter key. seems to work. Here's what I did in case you are interested.

First, I opened up "submitticket" template. Then searched by "$message". Then I began typing BEFORE that function. Heres what it looks like:

<tr>
<td colspan="2"><textarea class="swifttextarea" name="message" rows="10" cols="30" style="WIDTH:98%;">
Version of product:
Failure symptoms:
Other information:
Diagnostic tests performed and results: <{$message}></textarea><div id="irsui" style="DISPLAY: none;"><BR /><div class="irsui"><table border="0" cellpadding="3" cellspacing="1" width="100%"><tr><td class="smalltext"><img src="<{$themepath}>loadingcircle.gif" border="0" align="absmiddle" />&nbsp;<{$language[irsloading]}></td></tr></table></div></div></td>
</tr>

[Andrew Scott]

:-) Nice, if you have any further questions, you can post them and I'll help you with pleasure.

Andrew, Holbi

[rtulisi]

created new thread: http://forums.kayako.com/f56/filling-custom-fields-tickets-general-tab-17337/

[jlui213]

Now that I know how to customize tickets on the client side, is it possible to do the same for the Staff CP? Does anyone know what template I would have to modify if I wanted to change the text area (in tickets) for staff members?

Thanks.

[Andrew Scott]

Hi jlui213

It is not possible in the current version to edit Staff emails.

Andrew, Holbi