Private (internal) departments are showing up in the client portal!

[richm]

Our private (internal) departments are showing up in the client portal!

This is a very big problem for us. Clients must not know (beyond our public departments) which private department is working on their tickets. They will be contacting developers and other groups who they should not be contacting.

Steps to reproduce:

• Assign a ticket to a department with a "private" type
• View the ticket through the clients portal
• Department will reflect this internal/private department.

Anyone else seeing this? Or is this a configuration issue?

Thanks,

Rich

[supportskins]

If a ticket has been created by a client which has been moved to a private department, the client certainly will view the department name to which the ticket has been assigned to. The software will not and should not "remove" the ticket from the Client Support Center when you move a ticket to a private department.

[richm]

Thanks for the feedback supportskins.

I wouldn't expect it to remove the ticket from the Client Support Center at any point, so I'm with you on that one.

My expectation was, a private department would remain private and the status would stay with the last public department that was on the ticket (typically customer support for us), unless/until it was assigned back to another public department.

I based this assumption on what I saw in the admin manual under department fields:

Type – Specify your department type, private departments are not visible in the support center.

Type - if set to public, users will be able to see this department in the client support interface.


Rich

[supportskins]

With the change of department the ticket will display the Department name under which the lies under. Although you can "hide" the department name by tweaking the ticket templates using the if else clause where you can set the software to display the department name as "Private" if the ticket is moved into a private department.

[Jamie Edwards]

This is working as designed. Making a department Private only means users cannot submit tickets to that department via the client support interface.

[supportskins]

Yes it is working as designed. Using my suggestion you can cover up on the department name

[richm]

Thanks support skins! I'll take a look at the templates.

If I follow you correctly, I would need to set up logic in the template for the ticketlist and ticketview templates, something like:


<{if $ticket[department] == "Development"}>
<{$ticket[department] = "Private"}>
<{elseif $ticket[department] == "QA"}>
<{$ticket[department] = "Private"}>
<{/if}>

And any other departments would just drop through without change?
(sorry if I'm way off base here, not a coder)

And all of the above (assuming I'm even close) would only affect what the client sees in the support center correct?

Thanks,

Rich

[Siora]

I don't think an elseif is what you need here. You need to do an if xxx = "xxx" or xxx = "xxx" then xxx = "private". What you wrote may work but I don't think its the write logic...I could be wrong though.

[supportskins]

Rich your code should work

[Siora]

Originally Posted by supportskins

Rich your code should work

LOL...thanks. I'm sure it will work but its not proper coding...at least it wouldn't be considered that back in my programming days.

[richm]

Hi supportskins, if I could impose just a little more...

In the ticketlist template, in the section that starts out with:

<{foreach key=key value=ticket from=$ticketlist}>
<tr class="<{$ticket[rowclass]}>" onMouseOver="this.className='rowhighlight';" onMouseOut="this.className='<{$ticket[rowclass]}>';">

<<snip>>

<td align="center" valign="middle"><span class="smalltext"><font color="<{$ticket[prioritycolor]}>"><{$ticket[priority]}></font></span></td>
<td align="center" valign="middle">

Below the code above I have added the following:

<{if $ticket[department] == "Production Support" || $ticket[department] == "QA"}>
<{$ticket[department] = "Private"}>
<{/if}>
<span class="smalltext"><{$ticket[department]}>
</span></td>
</tr>
<{/foreach}>

What I'm getting is, the logic appears to be matching correctly (it's only affecting rows where the department is "Production Support" or "QA"

But instead of changing them to "Private" I get 2 entries of the original department:

(Ignore the periods in the below, just used them to align the text)


-------------------------------------------------------
1036 John Smith Open Low Production Support
.........................Production Support
-------------------------------------------------------




It appears to me that I might need to have a variable set somehow that will substitute for the $ticket[department] (which appears to be read dynamically from the db if I'm guessing correctly.


I read a little bit about the smarty template engine and it sounds like I can't assign a variable directly in the template, but will have to find out the php code pages that underly the ticketlist and the viewticket templates and somehow assign a variable I can reuse in the template??

Am I even close to being on the right track with this latest assessment?

So (guessing again)..

I probably need to assign a variable in the php code, something like this:

$foo = "Private"

and in the template, change my logic to look like:


<{if $ticket[department] == "Production Support" || $ticket[department] == "QA"}>
<span class="smalltext"><{$foo}>
<{elseif}>
<span class="smalltext"><{$ticket[department]}>
<{/if}>

</span></td>
</tr>

[Siora]

See...you used the "or" feature. Now that logic makes much more sense.

[richm]

I think I figured it out. I put in straight up text as the replacement for the departments I want masked and it seems to work.

<td align="center" valign="middle"><span class="smalltext"><font color="<{$ticket[prioritycolor]}>"><{$ticket[priority]}></font></span></td>
<td align="center" valign="middle">

<{if $ticket[department] == "Production Support" || $ticket[department] == "QA" || $ticket[department] == "test" || $ticket[department] == "IT"}>
<span class="smalltext"><{"Support"}></span></td></tr>
<{/if}>
<span class="smalltext"><{$ticket[department]}></span></td></tr>
<{/foreach}>

Rich

[richm]

Spoke too soon, it's working in the list of tickets, but I'm getting artifacts in the list of tickets, right below the Header "Ticket List" I get"

"testProduction SupportITQAQA"

I get similar effect with the viewticket template... will have to figure out why the artifacts are displaying...

So close!

Rich

[richm]

I believe I finally have it. Blue below = existing template code, green = modified to mask departments in the client side portal.

For tickets|ticketlist template

Right under this line in the template:


<td align="center" valign="middle"><span class="smalltext"><font color="<{$ticket[prioritycolor]}>"><{$ticket[priority]}></font></span></td>


I changed this line:

<td align="center" valign="middle"><span class="smalltext"><{$ticket[department]}></span></td></tr>

To this:

<{if $ticket[department] == "Production Support" || $ticket[department] == "QA" || $ticket[department] == "test" || $ticket[department] == "IT"}>
<td align="center" valign="middle"><span class="smalltext"><{"Support"}></span></td>
</tr>
<{else}>
<td align="center" valign="middle"><span class="smalltext"><{$ticket[department]}></span></td></tr>
<{/if}>
<{/foreach}>






For tickets|ticketview template

Right under this line in the template:

<td width="15%" align="left" valign="top" class="row2"><span class="smalltext"><{$language[vtdepartment]}></span></td>

I changed this line:

<td width="35%" align="left" valign="top"><span class="smalltext"><{$ticket[department]}></span></td></tr>

To the following:

<{if $ticket[department] == "Production Support" || $ticket[department] == "QA" || $ticket[department] == "test" || $ticket[department] == "IT"}>
<td width="35%" align="left" valign="top"><span class="smalltext"><{"Support"}></span></td></tr>
</tr>
<{else}>
<td width="35%" align="left" valign="top"><span class="smalltext"><{$ticket[department]}></span></td></tr>
<{/if}>