Support Center: How to Hide Tickets with Status "Closed"

[sureshkumar.mr]

Hi,
As we all know there is no Search option in "View Tickets" we want to know whether it is possible to hide tickets/rows which are CLOSED and more than 6 months old.

Regards,
SURESH KUMAR M R

[Jamie Edwards]

Hi Suresh,

No, there is not. You can remove Closed tickets from this view completely by editing the status properties (admincp), but you cannot set a predicate for whether they should be displayed or not relating to how "old" they are.

[sureshkumar.mr]

I changed "Tickets » Status » Edit » Status Type" to Private in AdminCP. Still I am able to view tickets in the Support Center. However in the "Ticket Status" column a blank cell is displayed.

I want to remove the entire row from the view list.

[supportskins]

Did you restore the templates after you upgraded your software build?

[sureshkumar.mr]

Yes, I have restored it.

[Jamie Edwards]

Hi Suresh,

I had misunderstood you. You cannot remove the entire row for some statuses only. However, you can remove the cell that shows the status (for all statuses) in the client support centre by modifying the templates.

The template you need to edit it under Tickets -> viewticket, around this code:

 <td width="15%" align="left" valign="top" class="row2"><span class="smalltext"><{$language[vtstatus]}></span></td>
        <td width="35%" align="left" valign="top"><span class="smalltext"><font color="<{$status[statuscolor]}>"><{$ticket[status]}></font></span></td> 

[supportskins]

Use the if else clause to remove tickets with status set as Closed however this will remove all tickets set with Closed status irrelevant to the time frame.

[sureshkumar.mr]

Thanks a lot Jammie and Supportskin for your valuable information. I will try to hide the entire row by making use of $ticket[status] and $ticket[lastactivity] values.

[cl_techstaff]

SupportSkins wrote:

>Use the if else clause to remove tickets with status set as Closed however this will remove all tickets set with Closed status irrelevant to the time frame.

Sureshkumar wrote:

>Thanks a lot Jammie and Supportskin for your valuable information. I will try to hide the entire row by making use of $ticket[status] and $ticket[lastactivity] values.

Hi there! I need to solve this exact same problem. Could someone please point me to the page/line of code I need to alter in order to make this work?

I'm running Kayako SupportSuite v3.20.02

Thanks very much in advance for your help.

[actionhero]

Need a update too.

[supportskins]

Can you please explain as to what exactly you are looking for?

[cl_techstaff]

Originally Posted by supportskins

Can you please explain as to what exactly you are looking for?

Hi there. Thanks for the quick reply.

I'm basically looking for a way of simply hiding all the Closed Tickets in the Ticket List. I don't want to delete the tickets, just hide from view.

I imagine that this can be done by altering some PHP code and using an if..then..else statement on the ticket status. Can you point me to exactly where the code is? Alternatively, if there is an easier way of doing this, I'd love to hear it.

Thank you very much!

[supportskins]

You need to edit the ticketlist template and edit:

<{foreach key=key value=ticket from=$ticketlist}>
<tr class="<{$ticket[rowclass]}>" onMouseOver="this.className='rowhighlight';" onMouseOut="this.className='<{$ticket[rowclass]}>';">
<td align="left" valign="middle" colspan="5"><img src="<{$themepath}>icon_ticketbullet.gif" border="0" align="absmiddle" /><a href="<{if $iswhmcs==true}>viewticket.php?<{else}><{$baseurl}><{/if}>_m=tickets&_a=viewticket&ticketid=<{$ticket[ticketid]}>"><b><{$ticket[fticketid]}>:</b>&nbsp;<{$ticket[subject]}></a></td>
</tr>
<tr class="<{$ticket[rowclass]}>">
<td align="center" valign="middle"><span class="smalltext"><{$ticket[lastactivity]}></span></td>
<td align="center" valign="middle"><span class="smalltext"><{$ticket[lastreplier]}></span></td>
<td align="center" valign="middle"><span class="smalltext"><font color="<{$ticket[statuscolor]}>"><{$ticket[status]}></font></span></td>
<td align="center" valign="middle"><span class="smalltext"><font color="<{$ticket[prioritycolor]}>"><{$ticket[priority]}></font></span></td>
<td align="center" valign="middle"><span class="smalltext"><{if $ticket[department] == 'private'}><{$language[private]}><{/if}><{if $ticket[department] != 'private'}><{$ticket[department]}><{/if}></span></td>
</tr>
<{/foreach}>

to:

<{foreach key=key value=ticket from=$ticketlist}>
<{if $ticket[status] == "Closed"}>
<{else}>
<tr class="<{$ticket[rowclass]}>" onMouseOver="this.className='rowhighlight';" onMouseOut="this.className='<{$ticket[rowclass]}>';">
<td align="left" valign="middle" colspan="5"><img src="<{$themepath}>icon_ticketbullet.gif" border="0" align="absmiddle" /><a href="<{if $iswhmcs==true}>viewticket.php?<{else}><{$baseurl}><{/if}>_m=tickets&_a=viewticket&ticketid=<{$ticket[ticketid]}>"><b><{$ticket[fticketid]}>:</b>&nbsp;<{$ticket[subject]}></a></td>
</tr>
<tr class="<{$ticket[rowclass]}>">
<td align="center" valign="middle"><span class="smalltext"><{$ticket[lastactivity]}></span></td>
<td align="center" valign="middle"><span class="smalltext"><{$ticket[lastreplier]}></span></td>
<td align="center" valign="middle"><span class="smalltext"><font color="<{$ticket[statuscolor]}>"><{$ticket[status]}></font></span></td>
<td align="center" valign="middle"><span class="smalltext"><font color="<{$ticket[prioritycolor]}>"><{$ticket[priority]}></font></span></td>
<td align="center" valign="middle"><span class="smalltext"><{if $ticket[department] == 'private'}><{$language[private]}><{/if}><{if $ticket[department] != 'private'}><{$ticket[department]}><{/if}></span></td>
</tr>
<{/if}>
<{/foreach}>

[cl_techstaff]

Originally Posted by supportskins

You need to edit the ticketlist template and edit:

<{foreach key=key value=ticket from=$ticketlist}>
<tr class="<{$ticket[rowclass]}>" onMouseOver="this.className='rowhighlight';" onMouseOut="this.className='<{$ticket[rowclass]}>';">
<td align="left" valign="middle" colspan="5"><img src="<{$themepath}>icon_ticketbullet.gif" border="0" align="absmiddle" /><a href="<{if $iswhmcs==true}>viewticket.php?<{else}><{$baseurl}><{/if}>_m=tickets&_a=viewticket&ticketid=<{$ticket[ticketid]}>"><b><{$ticket[fticketid]}>:</b>&nbsp;<{$ticket[subject]}></a></td>
</tr>
<tr class="<{$ticket[rowclass]}>">
<td align="center" valign="middle"><span class="smalltext"><{$ticket[lastactivity]}></span></td>
<td align="center" valign="middle"><span class="smalltext"><{$ticket[lastreplier]}></span></td>
<td align="center" valign="middle"><span class="smalltext"><font color="<{$ticket[statuscolor]}>"><{$ticket[status]}></font></span></td>
<td align="center" valign="middle"><span class="smalltext"><font color="<{$ticket[prioritycolor]}>"><{$ticket[priority]}></font></span></td>
<td align="center" valign="middle"><span class="smalltext"><{if $ticket[department] == 'private'}><{$language[private]}><{/if}><{if $ticket[department] != 'private'}><{$ticket[department]}><{/if}></span></td>
</tr>
<{/foreach}>

to:

<{foreach key=key value=ticket from=$ticketlist}>
<{if $ticket[status] == "Closed"}>
<{else}>
<tr class="<{$ticket[rowclass]}>" onMouseOver="this.className='rowhighlight';" onMouseOut="this.className='<{$ticket[rowclass]}>';">
<td align="left" valign="middle" colspan="5"><img src="<{$themepath}>icon_ticketbullet.gif" border="0" align="absmiddle" /><a href="<{if $iswhmcs==true}>viewticket.php?<{else}><{$baseurl}><{/if}>_m=tickets&_a=viewticket&ticketid=<{$ticket[ticketid]}>"><b><{$ticket[fticketid]}>:</b>&nbsp;<{$ticket[subject]}></a></td>
</tr>
<tr class="<{$ticket[rowclass]}>">
<td align="center" valign="middle"><span class="smalltext"><{$ticket[lastactivity]}></span></td>
<td align="center" valign="middle"><span class="smalltext"><{$ticket[lastreplier]}></span></td>
<td align="center" valign="middle"><span class="smalltext"><font color="<{$ticket[statuscolor]}>"><{$ticket[status]}></font></span></td>
<td align="center" valign="middle"><span class="smalltext"><font color="<{$ticket[prioritycolor]}>"><{$ticket[priority]}></font></span></td>
<td align="center" valign="middle"><span class="smalltext"><{if $ticket[department] == 'private'}><{$language[private]}><{/if}><{if $ticket[department] != 'private'}><{$ticket[department]}><{/if}></span></td>
</tr>
<{/if}>
<{/foreach}>

Thank you! Will try this out immediately and let you know...

[supportskins]

Should work, I tested it on our test installation