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Author Topic: [MOD] Change Group without using "Assign To" (within TicketEd pop-up)  (Read 2153 times)
rozwellite
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« on: June 11, 2008, 04:34:34 PM »

Sometimes we need to change the group of a ticket but do not want the status to go back to pending and the operator not assigned. I looked and I do not see an option besides Assign To that allows us to change the group. If anyone could please tell me if there is a way to make this possible. Thanks.

P.S. We do use the Assign To option when transferring to a different department and we like that fact it makes it pending. So if at all possible, I would like to keep the Assign To function working.

What I am really looking for is the edit option like what is used in the ticketed.html.


edit by Sparky:  Topic Title
« Last Edit: June 11, 2008, 05:47:54 PM by sparky672 » Logged
Sparky
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« Reply #1 on: June 11, 2008, 04:38:45 PM »

What I am really looking for is the edit option like what is used in the ticketed.html.

Give me a little time and I'll see what I can do.
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
Sparky
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« Reply #2 on: June 11, 2008, 05:43:17 PM »

SOLUTION:

Tested and verified as working in TTX version 2.24

Disclaimer:  I have no idea what other new issues might be caused by switching groups in this manner.


In TTXTickEd.pm...

Find the line in Green and add the Blue...

Quote
$t->{subject} = $val if $val ne undef;
####  Edit the Ticket
$val = $query->param('grp');
$t->{grp} = $val if $val ne undef;
####  End Edit the Ticket

Quote
$data->{TICKET_key} = $t->{key};
#### Construct the Selector for the Ticket Edit Pop-up
$data->{TICKET_GROUP_ED} .= "<select name='grp'>" ;
my @glist = grep(/^group\d+$/, $cfg->vars());
my $sepon;
foreach my $gid (sort {uc(TTXCommon::decodeit($cfg->get($a))) cmp uc(TTXCommon::decodeit($cfg->get($b)))} @glist) {
    next if $cfg->get($gid) eq '' || $cfg->get($gid) eq undef; # skip deleted groups
    my $mbrlist = $cfg->get("mbr-$gid");
    next if $mbrlist eq undef; # skip empty groups
    if (!$sepon) {
        $data->{TICKET_GROUP_ED} .= "<option value=\"\">---[%Groups%]---</option>\n";
        $sepon = 1;
    }
    $data->{TICKET_GROUP_ED} .= "<option value=\"$gid\"";
    if ($gid eq $t->{grp}){
        $data->{TICKET_GROUP_ED} .= " selected";
    }
    $data->{TICKET_GROUP_ED} .=">".TTXCommon::decodeit($cfg->get($gid))."</option>\n";
  }
$data->{TICKET_GROUP_ED} .= "</select>" ;
#### End Construct the Selector

In ticketed.html template...

Find the part in Green and add the Blue...

Quote
<tr>
    <td align=right><b>[%Subject%]</b></td>
    <td align=left><input type=text name=subject size=30 value="(%TICKET_subject%)"></td>
</tr>

<tr>
    <td align=right><b>[%Group%]</b></td>
    <td align=left>(%TICKET_GROUP_ED%)</td>
</tr>
« Last Edit: June 11, 2008, 06:14:23 PM by sparky672 » Logged

Did you update the paths in ttxcfg.cgi after moving TTX to your new location?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
rozwellite
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« Reply #3 on: June 11, 2008, 06:01:38 PM »

I just made the changed from above and noticed that the drop down for group is now in ticketed.html now. Only issue I think might be a problem is that it is not pulling the existing group in the database. It put -. Is it possible to get it to pull the group from the database?

I have it installed and will keep everyone posted if I notice if there are issues that come up. I have made backups of my files and can restore them at anytime.
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Sparky
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« Reply #4 on: June 11, 2008, 06:14:59 PM »

Quote
Is it possible to get it to pull the group from the database?

OK, I made the changes above.
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
rozwellite
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« Reply #5 on: June 11, 2008, 06:19:12 PM »

Works Perfect. Thanks.
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b4a
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« Reply #6 on: June 16, 2008, 12:39:50 PM »

I implemented this and love it.  Thank you!
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« Reply #7 on: April 27, 2010, 09:42:50 AM »

Sparky,

As the post above stated I love using this in version 2.24.  However, I just upgraded to 3.01 and it does not seem to work.  The ticket transfers to the group but the operator assignment goes away.  Any thoughts on how to get this working again.

Thanks!
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Sparky
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« Reply #8 on: April 27, 2010, 10:59:24 AM »

The ticket transfers to the group but the operator assignment goes away.  Any thoughts on how to get this working again.

Yes.  You need to find the corresponding Group Selector code in 3.0 and see what's changed.  I do not have the time to get to this for a while.
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
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