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

[richm]

Although.... now I think I've opened a can of worms, because ticket list shows the "who" the ticket is assigned to. not sure I want to go in and mask all the private department users...

Maybe a feature request for future. Create settings in the admin cp such that if department = private, do you wish to mask department/assigned to in client portal? (yes/no)

If yes to above, enter text to mask with:
Department Mask: (example: Private)
Assigned to Mask: (Example: Internal)


Cheers,

Rich

[supportskins]

I am glad you figured it out. Although this is not an absolute way to tackle the issue, you can say it is more like a "work around"

[Siora]

It was a nice attempt though. I'm sure the coders can do something to help you out with this.

[richm]

Actually, masking the names of repliers in for private departments wasn't that bad... I did the same thing I did for the previous hacks, for lastreplier variable in the ticket list and ticketpostname variable in the ticketview and it works!

Sweet!

Rich

[supportskins]

Originally Posted by rixm

Actually, masking the names of repliers in for private departments wasn't that bad... I did the same thing I did for the previous hacks, for lastreplier variable in the ticket list and ticketpostname variable in the ticketview and it works!

Sweet!

Rich

So you did manage to work it out?

[richm]

One more thing on this. Making these mods to the templates somehow removed a fix kayako provided for an issue I had with the client portal, where I could not sort by the header rows in the ticket list. (e.g. sort by Ticket ID Last Replier Status Priority Department)

The solution was to take the fix "swift_templates.xml" and make the same 4 mods I described earlier in this thread, to the 2 template sections in the ticketlist and ticketview templates section of the swift_templates.xml file and then import this into the default template in the import/export section under templates in the admin cp. Once imported everything (masking and sorting works)

And yes, supportskins, it works! Thanks for guiding me!

Cheers,

Rich

[richm]

A small nit I noticed. If you reply with your account (assuming you are not in a masked department) and the department is currently set to a masked department, and you forget to change the department to your own, your post shows up on the client side as masked (e.g. it shows up from the generic "private" name you are masking internal departments with. Good news is when you flip the department to the correct one on the staff side, the client will see the correct info.

Side effect of no checking in esupport to see if you are replying from your own department I suppose.

Rich

[richm]

Well, at the end of the day, this isn't working out so great.

In the current state of this... If department is set to an internal department, it will mask all "lastrepliers" i.e. If department = internal (the ones you want masked) all last repliers, will read "Private" (or whatever you have it set to), including the clients replies. That equates to everyone with a reply within the ticket.

As noted before, this will show correct client lastreplier when department is switched to a non-internal department. Unfortunate side effect of that is, this also reveals the names of the internal lastrepliers in the ticket history.

So close... yet so far.

Rich

[NC Software]

Just remove the department and any other info from the template! Why does the user even need to see department, staff assigned, etc.? Just remove that nonsense, leave what is required at a bare minimum.