How do I disable the View Tickets widget

joelennon · **How do I disable the View Tickets widget -** 27-03-2008, 12:44 PM

We are currently working on our Support site, and for now we wish to only roll out the knowledgebase and downloads sections of SupportSuite to clients. We have managed to disable the options to submit new tickets on the client interface, but we cannot find any way of disabling the "View Tickets" widget.

All users can click on the View Tickets link and get an empty ticket list, and we don't want to receive an abundance of support calls about it, so we would like to simply disable this widget altogether for now.

Is there a way of turning off the ticket system as a whole? We would prefer not to have to modify the source code.

craigbrass · 27-03-2008, 12:55 PM

Staff CP -> Users -> Manage Groups -> Registered -> Set all Ticket ones to "No" and save.

joelennon · 27-03-2008, 02:15 PM

We have all these options switched off. They stop registered users from submitting tickets, but the widget "View Tickets" is still there.

craigbrass · 27-03-2008, 02:24 PM

Tried going Admin CP -> Diagnostics -> Rebuild Cache (version 3.20.00+) OR deleting everything in the /cache/ directory using FTP software?

joelennon · 27-03-2008, 02:38 PM

Tried that, no help. Don't think it's a caching issue.

craigbrass · 27-03-2008, 04:08 PM

Are you running the latest version of the core php software (3.20.02)? Version is shown on staff / admin control panel logins.

joelennon · 27-03-2008, 04:21 PM

Nope, currently using 3.11.01. I don't want to update the software unless it will definitely resolve this issue, mind you. Does the latest version allow us to turn off this widget? Thanks for your help.

craigbrass · 27-03-2008, 04:26 PM

Actually, this doesn't work in the latest version either so is a bug. I will submit a report.

craigbrass · 27-03-2008, 04:29 PM

Added -> Kayako Bug Tracker - Viewing Issue #505 - Can View Submit Ticket Widget Doesn't Work

joelennon · 27-03-2008, 05:19 PM

Thanks for that Craig, appreciate it.

joelennon · 27-03-2008, 05:21 PM

Craig, just noticed that you said the "Can view Submit Ticket widget" option doesn't work. In fact, that option does as it describes (i.e. disables the "Submit Ticket" widget). What we want to do is disable the "View Tickets" widget, but there does not appear to be a menu option for this.

Dewak · 27-03-2008, 08:03 PM

Hi Joe,

What you can do is manually edit the includes/Widgets/widgets.php file and comment out lines 50 to 57 (// ======= VIEW CURRENT SUPPORT TICKETS =======), this code displays the "View Tickets" widget.

Best

craigbrass · 27-03-2008, 08:10 PM

Correct, but that doesn't remedy the fact that there is an option there to disable it that doesn't work and needs fixing.

Dewak · 27-03-2008, 08:45 PM

Yep, you are right Craig. It's a solution while the bug is fixed on the new version.

uwc · 06-05-2008, 01:56 PM

I have the opposite problem: I need to disable the options to submit new tickets while leaving existing tickets available, and I can't figure out how. joelennon, how did you accomplish that?

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craigbrass Offline Senior Member Posts: 5,326 Join Date: Jun 2005 Location: Cumbria, UK	27-03-2008, 12:55 PM Staff CP -> Users -> Manage Groups -> Registered -> Set all Ticket ones to "No" and save. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

joelennon Offline New Member Posts: 6 Join Date: Mar 2008	27-03-2008, 02:15 PM We have all these options switched off. They stop registered users from submitting tickets, but the widget "View Tickets" is still there.

craigbrass Offline Senior Member Posts: 5,326 Join Date: Jun 2005 Location: Cumbria, UK	27-03-2008, 02:24 PM Tried going Admin CP -> Diagnostics -> Rebuild Cache (version 3.20.00+) OR deleting everything in the /cache/ directory using FTP software? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

joelennon Offline New Member Posts: 6 Join Date: Mar 2008	27-03-2008, 02:38 PM Tried that, no help. Don't think it's a caching issue.

craigbrass Offline Senior Member Posts: 5,326 Join Date: Jun 2005 Location: Cumbria, UK	27-03-2008, 04:08 PM Are you running the latest version of the core php software (3.20.02)? Version is shown on staff / admin control panel logins. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

joelennon Offline New Member Posts: 6 Join Date: Mar 2008	27-03-2008, 04:21 PM Nope, currently using 3.11.01. I don't want to update the software unless it will definitely resolve this issue, mind you. Does the latest version allow us to turn off this widget? Thanks for your help.

craigbrass Offline Senior Member Posts: 5,326 Join Date: Jun 2005 Location: Cumbria, UK	27-03-2008, 04:26 PM Actually, this doesn't work in the latest version either so is a bug. I will submit a report. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,326 Join Date: Jun 2005 Location: Cumbria, UK	27-03-2008, 04:29 PM Added -> Kayako Bug Tracker - Viewing Issue #505 - Can View Submit Ticket Widget Doesn't Work Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

joelennon Offline New Member Posts: 6 Join Date: Mar 2008	27-03-2008, 05:19 PM Thanks for that Craig, appreciate it.

joelennon Offline New Member Posts: 6 Join Date: Mar 2008	27-03-2008, 05:21 PM Craig, just noticed that you said the "Can view Submit Ticket widget" option doesn't work. In fact, that option does as it describes (i.e. disables the "Submit Ticket" widget). What we want to do is disable the "View Tickets" widget, but there does not appear to be a menu option for this.

Dewak Offline Member Posts: 127 Join Date: Feb 2008	27-03-2008, 08:03 PM Hi Joe, What you can do is manually edit the includes/Widgets/widgets.php file and comment out lines 50 to 57 (// ======= VIEW CURRENT SUPPORT TICKETS =======), this code displays the "View Tickets" widget. Best Andres Berdugo Email & MSN: andres[at]dewak.com Skype: andres.dewak Dewak: Kayako Development, Consultancy and Support http://www.dewak.com

craigbrass Offline Senior Member Posts: 5,326 Join Date: Jun 2005 Location: Cumbria, UK	27-03-2008, 08:10 PM Correct, but that doesn't remedy the fact that there is an option there to disable it that doesn't work and needs fixing. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Dewak Offline Member Posts: 127 Join Date: Feb 2008	27-03-2008, 08:45 PM Yep, you are right Craig. It's a solution while the bug is fixed on the new version. Andres Berdugo Email & MSN: andres[at]dewak.com Skype: andres.dewak Dewak: Kayako Development, Consultancy and Support http://www.dewak.com

uwc Offline New Member Posts: 1 Join Date: May 2008	06-05-2008, 01:56 PM I have the opposite problem: I need to disable the options to submit new tickets while leaving existing tickets available, and I can't figure out how. joelennon, how did you accomplish that?