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View tickets by organization

Discussion in 'Using Kayako Classic' started by Nathan Underwood, Aug 6, 2012.

  1. Nathan Underwood

    Nathan Underwood Established Member

    Me again :)
    Is there a way to see the tickets by organization? If I look at a user, I can see a tab called 'tickets' with all of the tickets for that user. Is there way for me to reliably get this data on an organizational level? I am trying to go to Tickets -> Advanced Search and search for tickets where user organization == xyz organization but the results are inconsistent (sometimes I get results, sometimes I don't, but if I search by user, the tickets show up and it shows the ticket organization as the right organization).
     
  2. Gary McGrath

    Gary McGrath Staff Member

    Hi Nathan,

    Advanced search is the way to go, did you make sure that you had "Match ANY ( or )" and not "Match All ( and )"

    Gary
     
  3. Nathan Underwood

    Nathan Underwood Established Member

    AHHHH, that did it. Thank you!!
     
  4. Gary McGrath

    Gary McGrath Staff Member

    Your welcome :)

    Gary
     
  5. tim.rs

    tim.rs New Member

    Hi Gary,

    I appreciate it's possible to use Advanced Search to list tickets by User Organization. However since the global search function (not sure what the proper name is) is so good, it would also be *extremely* useful to have a list of tickets available in the Organization screen, with a URL like the following:

    http://mycompany.helpserve.com/staff/Base/UserOrganization/Edit/9

    Currently there are 3 tabs: General, Profile and Users - a 4th tab Tickets would be a good RFE...

    Am I missing another simple way to do this? In eSupport v3 we had filters set up for each User Group (now Org) but that's now impractical for the number of customers we have.

    Thanks,
    Tim
     
  6. Nathan Underwood

    Nathan Underwood Established Member

    I SOOOO agree with this tim.rs!!!
     
  7. IreneF

    IreneF Established Member

  8. Peter Scott

    Peter Scott Member

    We've just gone live yesterday with helpdesk and this question is quite important to us. I am experimenting with creating a filter for each organisation that we use; Filters > Manage > New , and set the filter up similar to the way the advanced search is described above. It will be a bit cumbersome in that we will have all organisations in this filter list.

    Wondering if there are any other methods that can be used to get this singular list out easily ?
     
  9. Gary McGrath

    Gary McGrath Staff Member

    Hi All,

    I put together a quick change which will give a tickets tab within the manage organization screen, you will need to replace the two files attached to this post. ( please make a backup copy of your origional files before replacing )

    Version: 4.51.1891
    File: class.View_UserOrganization.php
    Location: __swift\apps\base\staff
    File: class.Controller_Ticket.php
    Location: __apps\tickets\staff

    Gary
     

    Attached Files:

    Peter Scott and Drew Keller like this.
  10. nice work Gary,
    is it possible to include the user of the organization in this tab?

    Regards,
    Steffen
     
  11. Gary McGrath

    Gary McGrath Staff Member

    Hi there Steffen,

    I agree that in that view, the user's name is probably very handy to have, so I have amended the files attached to the original post to include the user name

    Gary
     
  12. FrankSmith

    FrankSmith Established Member

    Hi Gary

    Is the Class.Controller_Ticket.php file compatible with SWIFT1339?

    Showing tickets per organisation cures all manor of ills for us!
     
  13. Gary McGrath

    Gary McGrath Staff Member

    Hi Frank,

    Not in its current form, but I have pm'd you a version of the above which is.

    Gary
     
  14. FrankSmith

    FrankSmith Established Member

    Hi Gary

    WOW! - I absolutely LOVE IT
    Just need to get it in the next version?

    We have a few organisations with 4 or 5 user and tracting tickets has been a nightmare. - not any more.

    Kayako has always been a valuable tool and it is rapidly becoming indispenible.

    Thanks you for this.

    Frank
     
  15. Drew Keller

    Drew Keller Just one person in a world of millions.

    Gary,

    I take it the version above was meant to be 4.51.1891?
     
  16. Gary McGrath

    Gary McGrath Staff Member

    Hi Drew,

    Correct, I amended the post to make it more clear :)

    Frank, your welcome, glad you find it useful :)

    Gary
     
  17. Peter Scott

    Peter Scott Member

    Sounds like it will do the trick Gary, we are currently using 4.50.1636, and intend on updating but it won't be immediate - I assume it would NOT be recommended to use these files in a previous version ?
     
  18. Drew Keller

    Drew Keller Just one person in a world of millions.

  19. Gary McGrath

    Gary McGrath Staff Member

    Hi Peter,

    I am afraid that its not backwards compatable with that version, there was several bugs fixed in 1891, I would really recommend you upgrade to the latest version.

    Gary
     
  20. Hi Gary,
    I replaced the files and it works great.

    I Think there are a few more changes in the class.Conbtroller_Ticket.php -> 'Billing Missing' if there is no worked time
    This is a nice feature, too. But is it possible to make it configurable? (just for Department A, B, C --- not for D, E, F)

    Steffen
     

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