see own ticket create

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xSATx
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Last seen: vor 7 Jahre 2 Monate
Joined: 05/09/2014 - 18:02
see own ticket create

hey everyone!

i have this little problem, how i can see the own ticket create?

when i create the ticket and assign to someone he see the ticket that is fine, but i cant see when i created.

how i can fix that?

i want see my assign ticket and when created the ticket

Tomark
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Last seen: vor 2 Monate 1 Woche
Joined: 14/01/2013 - 16:00

The administrators can see all tickets of all departmets. A department manager can see all the tickets of his own department. A normal operator can't see the tickets assigned to other operators.

If you are the owner of the ticket (that is, the email address in it is yours) you can see it from the external interface, as a normal user.

If you want to change this, you have to modifiy the file "include/staff/tickets.inc.php".

fragajah
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Last seen: vor 6 Jahre 4 Monate
Joined: 19/11/2014 - 05:00

hi tomark..

i have problem to modify the file "include/staff/tickets.inc.php" for see own ticket, what's modify line for can see own ticket create?

thanks

Tomark
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Last seen: vor 2 Monate 1 Woche
Joined: 14/01/2013 - 16:00

I assume that you have Katak-support version 1.0.0.
In the file "include/staff/tickets.inc.php", try to replace the line 109 with:
$qwhere = ' WHERE (ticket.staff_id='.$thisuser->getId().' OR ticket.email="'.$thisuser->getEmail().'")';

and the line 127 with:
$qwhere = ' WHERE ((ticket.staff_id='.$thisuser->getId().' OR ticket.email="'.$thisuser->getEmail().'") OR (ticket.dept_id IN ('.implode(',',$depts).') AND ticket.staff_id=0))';

Be careful: I have not tested it thoroughly!

fragajah
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Last seen: vor 6 Jahre 4 Monate
Joined: 19/11/2014 - 05:00

thanks tomark, i'll try ..

fragajah
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Last seen: vor 6 Jahre 4 Monate
Joined: 19/11/2014 - 05:00

hi tomark, i've tried your steps, but it is not work..

Tomark
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Last seen: vor 2 Monate 1 Woche
Joined: 14/01/2013 - 16:00

I'm sorry, to me it works well!
I'll help you gladly, but you have to give me more details: what happens? The system works or it crash? Do you see any difference from before? Any error messages?

fragajah
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Last seen: vor 6 Jahre 4 Monate
Joined: 19/11/2014 - 05:00

i don't see different from before, there are not any error messages..
when my help desk create new ticket and assign to staff, my help desk did not see him the ticket..

Tomark
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Last seen: vor 2 Monate 1 Woche
Joined: 14/01/2013 - 16:00

Oops, you are right: it works only if the staff member creates the new ticket with his/her own email!

I'm sorry, but I don't see an easy way to do what you want. The system does not contemplate this and lack the necessary information on the ticket table of the database.

fragajah
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Last seen: vor 6 Jahre 4 Monate
Joined: 19/11/2014 - 05:00

owh ok tomark no problem if that's complicated.. thanks for ur advice..

so how to make manager in one department more than one?

Tomark
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Last seen: vor 2 Monate 1 Woche
Joined: 14/01/2013 - 16:00

No way, you have to deeply modify the code.
If you want to have more operator with the same rights as a department manager, create a new role and activate for it all the permissions and access.

fragajah
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Last seen: vor 6 Jahre 4 Monate
Joined: 19/11/2014 - 05:00

ok tomark... thank you very much...