Tickets -> Notes Add Notes and Custom Fields to Ticket Reply Tab

[greengiant]

Hi,

When sending a reply to a ticket as staff, currently you can not see the ticket notes or custom fields on the reply tab. We use these alot in our support desk and often need to refer to that information when creating a reply. We solved this by adding the notes and custom fields to that tab as follows.

Edit the /modules/tickets/staff_viewticket.php file at line 753 find this section of code

addHiddenField("ticketlabelid", $_REQUEST["ticketlabelid"]);
addHiddenField("ticketid", $_ticket["ticketid"]);
echo '</table>';
printFormEnd();

before the echo line in the above code, add the following.

// ======= Show Notes on Ticket Reply Tab =======
    foreach ($_ticket["notes"] as $key=>$val)
    {
        if ($val["forstaffid"] == 0 || $val["forstaffid"] == $_SWIFT["staff"]["staffid"] || $val["bystaffid"] == $_SWIFT["staff"]["staffid"])
        {
            if (empty($val["bystaffid"]))
            {
                $byname = $_SWIFT["language"]["alsystem"];
            } else {
                $byname = htmlspecialchars($_SWIFT["staffcache"][$val["bystaffid"]]["fullname"]);
            }
            echo '<tr><td align="left" valign="top" colspan="8" style="PADDING: 0px 0px 4px 0px;"><div class="ticketcboxpad"><div class="ticketnote"><div class="ticketcbox"><table border="0" cellpadding="0" cellspacing="0" width="100%">
            <tr><td width="1" align="left"><img src="'. $_SWIFT["themepath"] .'icon_topic'. iif($val["dateline"]>$_SWIFT["staff"]["lastvisit"], "yellow") .'.gif" border="0" /></td>
            <td align="left"><span class="smalltext">&nbsp;'. sprintf($_SWIFT["language"]["notetitleformat"], $byname, edate($_SWIFT["settings"]["dt_datetimeformat"], $val["dateline"]), strColorDate(DATENOW-$val["dateline"], true, true)) .'</span></td><td width="1" align="right"><a href="index.php?_m=tickets&_a=ticketactions&action=delticketnote&ticketid='. $_ticket["ticketid"] .'&ticketnoteid='. $val["ticketnoteid"] .'"><img src="'. $_SWIFT["themepath"] .'icon_ftrash.gif" border="0" /></a></td></tr>
            <tr><td colspan="3"><HR class="notehr"></td></tr>
            <tr class="ticketnotecontent"><td colspan="3"><span class="smalltext">'. getProcessedHTML($val["notes"]) .'</span></td></tr>
            </table></div></div></div></td></tr>';
        }
    }
    // ======= Show Custom Fields on Ticket Reply Tab =======
    foreach ($_ticket["fields"] as $key=>$val)
    {
        if ($val["linktype"] == CUSTOMFIELD_TIMETRACK)
        {
            continue;
        }

        echo '<tr><td align="left" valign="top" colspan="8" style="PADDING: 0px 0px 4px 0px;"><div class="ticketcboxpad"><div class="ticketcf"><div class="ticketcbox"><table border="0" cellpadding="0" cellspacing="0" width="100%">
        <tr>
        <td width="100%" align="left"><img src="'. $_SWIFT["themepath"] .'icon_customfield.gif" align="absmiddle" border="0" /><span class="smalltext">&nbsp;'. $val["grouptitle"] .'</span></td><td width="1" align="right">'. iif($val["linktype"]==CUSTOMFIELD_USERTICKET||$val["linktype"]==CUSTOMFIELD_STAFFTICKET||$val["linktype"]==CUSTOMFIELD_STAFFUSERTICKET||$val["linktype"]==CUSTOMFIELD_USER, '<a href="index.php?_m=tickets&_a=ticketactions&action=delcflink&ticketid='. $_ticket["ticketid"] .'&customfieldlinkid='. $val["customfieldlinkid"] .'"><img src="'. $_SWIFT["themepath"] .'icon_ftrash.gif" border="0" /></a>') .'</td></tr>
        <tr><td colspan="2"><HR class="notehr"></td></tr>
        <tr class="ticketcfcontent"><td colspan="2"><table border="0" cellpadding="3" cellspacing="0" width="100%">';
        $colarray = $infolist = array();
        foreach ($val["fields"] as $fieldkey=>$fieldval)
        {
            unset($fieldvalue);
            if (_is_array($fieldval["fieldvalue"]))
            {
                foreach ($fieldval["fieldvalue"] as $fkey=>$fval)
                {
                    $fieldvalue .= htmlspecialchars($fval)."<BR />";
                }
            } else {
                $fieldvalue = nl2br(htmlspecialchars($fieldval["fieldvalue"]));
            }
            $infolist[] = array($fieldval["title"].":", autoLink($fieldvalue));
        }
        renderSplitFields($infolist, "ticketcfrow1", "ticketcfrow2");

        echo '</table></td></tr></table></div></div></div></td></tr>';
    }

Please add this to the next release of esupport.

[Andrew Scott]

cool +1