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Not planned Add phone number to information box in staff ticketview

Discussion in 'Kayako product feedback and suggestions' started by kpsmith, Mar 21, 2011.

  1. kpsmith

    kpsmith Member

    In v3 we used a custom field to display the ticket owners phone number in the staff ticket view to make it easy to give them a call.

    In V4 I see that phone numbers have been added as a standard field to the user profiles but I cannot figure out a way to display the phone number in the staff ticket view.

    Ideally, I would like to have this information displayed on the left under the name associated with each thread in the ticket.

    I know you can click the USER name in the information box on the upper left to see the user profile and get the phone number but it's one more step we would like to avoid.

    Is it possible to modify the staff ticket template as you would the user ticket template?
    pcmnetmanage likes this.
  2. gsealberto

    gsealberto Member

  3. quyet

    quyet New Member

  4. Jamie Edwards

    Jamie Edwards Staff Member

    Moved the thread to the feature requests forum
  5. CASIT

    CASIT Member

    No way to add a call for this field?
  6. CASIT

    CASIT Member

    +1 There is a field in the DB against the ticket called phoneno
  7. Chris Bell

    Chris Bell Established Member

  8. ClintThomson

    ClintThomson Member

    I would like to see the user phone number and organization phone number listed in the Information box on every ticket.

    We frequently need to call clients and have to click through to their profile or the organization profile to get this information which adds an additional step.

    I think this should be a simple fix and one that is very useful.

  9. Gary McGrath

    Gary McGrath Staff Member

    Hi Clint,

    If your using self hosted kayako, you can make the changes to the base code to acheive that, I can help with the required code if your not php savvy?

  10. Aleksei Neiman

    Aleksei Neiman New Member

    in class.View_Ticket.php (under __modules/tickets/staff/ folder) add the following code (after line:3456, under RenderInfoBox() function))
    if ($_SWIFT_UserObject->GetProperty('phone')) {
        $_informationHTML .= '<div class="ticketinfoitem">' .
            '<div class="ticketinfoitemtitle">PHONE</div><div class="ticketinfoitemcontainer">' . StripName(htmlspecialchars($_SWIFT_UserObject->GetProperty('phone')), 20) . '&nbsp;</div></div>';
    version: 4.30.750
  11. lowcrow

    lowcrow New Member


    a little smart modification of the information box during you watching a ticket in staffview. Most problems we solve via phone so it would be nice if you have the phone number in the information box for faster action.
    I will send a picture to show what I mean:[​IMG][​IMG]

    Attached Files:

  12. +1 In my college we would like to have the field as lowcrow suggests, in that Information box to the left of the ticket being displayed.

    In a college environment you need to call people to their extensions quite often, being able to save yourself of several clicks a day hunting for their phone number/extension number is quite welcome.
  13. DustinTaylor

    DustinTaylor Member

    FYI, I made a modification to my V4 kayako installation to include this. It was pretty straight forward once I figured out where they were actually building the box (a chat session with kayako support helped tremendously in finding the correct method). Looks like you could easily mod it to add a couple more items from the user or userorganization tables if needs be. Search through the code for "Dustin Taylor" (tagged my modification) to see what I did to add it.

    File: class.ViewTicket.php
    Location: __apps\tickets\staff
    Kayako Version: 4.53.2633

    Hope it helps!

    Attached Files:

  14. tamkim

    tamkim Member

    Thanks Dustin, it works fine! :)

    I made the modification in Kayako Version:
  15. Alexander Ullrich

    Alexander Ullrich New Member

    Thanks a lot Dustin
    Made the Changes in Kayako Version
  16. alvaro.madrid

    alvaro.madrid Established Member

  17. Tom Lesniak

    Tom Lesniak Established Member

    Thanks Dustin. I'll be adding that to my list of code modifications to make!
  18. Jamie Edwards

    Jamie Edwards Staff Member

    Hi folks

    While we are not planning on adding this feature specifically, in the next major version of Kayako (with a new UI), we are working on better one-click access to more of the user's profile. Stay tuned
  19. Jkmitche

    Jkmitche Established Member

    V 4.68
    added :

    /* ---------------------------
    Begin user mod - Dustin Taylor
    $_informationHTML .= '<div class="ticketinfoitem">' .
    '<div class="ticketinfoitemtitle">PHONE NUMBER</div><div class="ticketinfoitemcontainer"><b>' . StripName(htmlspecialchars($_SWIFT_UserObject->GetProperty('phone')), 20) . '</b></div></div>';
    /* ----------------------------
    End user mod

    Does not work, wonder if they changed the name of the field to something other than "phone" or something.
  20. Tom Lesniak

    Tom Lesniak Established Member

    Works fine under 4.71.1

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