Tickets Tickets -> Flags -> Custom flags and ICONS

[davids]

Hi Esupport,

I use the flag option in the Tickets section quite a bit to highlight tickets that need a specific member of staff's attention. I have renamed all the currently available flags with staff member names by changing the 'locale/en-us/staff_tickets.php' descriptions.

My Request is for a way to add more flags and to manage them from the interface rather than having to manually change php code.

Thank you

[Varun Shoor]

Hi David,
Why not use the Labels to achieve this?

Regards,

Varun Shoor

[davids]

Hi Varun,

We use the flags because they are very visual in the ticket listings.

We tried using the labels to help us to catagorise the type of ticket but have found that the current incarnation of the labels system is not able to cope with the complexity that we need. We have written a program that provides a .net wrapper to the system which allows the staff to select a button which in turn fills in a field with we can report on and also sets up a timer when the ticket is opened and populates the billed time entry against the ticket automatically when the ticket is closed.

We have looked at using the owner field but again it is not as visual as the flag. This very visual feature is exactly what we need.

[Varun Shoor]

If you are given an option to select custom icons for labels or tags, would that suffice?

Regards,

Varun Shoor

[davids]

Hi Varun,

Yes the ability to expand the repetoire of Flag colors/patterns would be very welcome. Plus an interface for managing the flags would be needed.

[yazheirx]

Originally Posted by Varun Shoor

If you are given an option to select custom icons for labels or tags, would that suffice?

Regards,

Varun Shoor

I agree with davids the fact that flag icons show on almost all views is very useful. However, if I could set up labels with icons that could be seen on the Manage Tickets view that would be even better.

My assumption is that this would allow me to still apply more than one label to a ticket. This would allow my staff to label a trouble ticket with multiple labels (one for each of my products involved in the ticket) and the owners of the products could quickly see which ones they may want to offer assistance to. But this would only be useful if the icons can bee seen in the Manage Tickets view.