[MOD] Customer Ticket List for Operators

[Sparky]

Provide a link (to only your Operators) inside every Ticket which quickly brings up a complete list of this particular customer's Ticket history.

In TTXTicket.pm, in the ticket subroutine, add this piece of code in blue just below the line as indicated...

$data->{PAGEHEADING} = '[%Ticket%] #'.$t->{id};
if ($isoper) {
    $data->{CUST_TICKETS} = "<a href='".$cfg->get('scriptname')."?cmd=helpdesk&sid=".$query->param('sid')."&style=&status=(PND|OPN|WFR|CLS)&qsort=open&qwindow=30&email=".$t->{email}."'>All Tickets by ".$t->{email}."</a>";
}

In your ticket.html template, add the new macro anyplace you wish...

(%CUST_TICKETS%)

Easy Tweaks-

 - This code displays 30 tickets per page.  Edit qwindow=30 above if you want to change this.

 - This code displays tickets of all four status codes.  Edit status=(PND|OPN|WFR|CLS) above if you want to change this.

 - This code sorts the ticket list by creation date column.  Edit qsort=open above if you want to change this.

[Sparky]

Optional Companion Modification...

Customer Ticket List for Customers

[lebowski]

Just an FYI...
I had to enable the Keep operators logged in (keep session id in cookie) in order for this to work out in TTX 3.0. 

[Paul Nolette]

If you do not use the option "Keep operators logged in" you can just pass the sid in the command by using this instead:

Code:

if ($isoper) {
    $data->{CUST_TICKETS} = "<a href='".$cfg->get('scriptname')."?cmd=helpdesk&sid=".$query->param('sid').
                                          '&style=&status=(PND|OPN|WFR|CLS)&qsort=open&qwindow=30
                                          &email='.$t->{email}."'>All Tickets by ".$t->{email}."</a>";
}

basically added

Code:

sid=".$query->param('sid').

[Sparky]

If you do not use the option "Keep operators logged in" you can just pass the sid in the command by using this instead:

Code:

if ($isoper) {
    $data->{CUST_TICKETS} = "<a href='".$cfg->get('scriptname')."?cmd=helpdesk&sid=".$query->param('sid').
                                          '&style=&status=(PND|OPN|WFR|CLS)&qsort=open&qwindow=30
                                          &email='.$t->{email}."'>All Tickets by ".$t->{email}."</a>";
}

basically added

Code:

sid=".$query->param('sid').

Good idea...  I'll add that anyway.

[arvin]

Just wondering .....

Are there any TTX version limitations for this mod? or is this mod good for all versions?

Thank you in advance

[Sparky]

It's basically just a specially constructed link so it should work on any version.

[robwellesley]

Could one replace the query by email with a custom field?

[Sparky]

Could one replace the query by email with a custom field?

Yes, but then the list of tickets will no longer be for one particular customer.

[robwellesley]

Actually, we use the group feature to group each individual 'customer' into  Companies.  Because our Customer is the company.  So sorting by group would be even better.

[Sparky]

Actually, we use the group feature to group each individual 'customer' into  Companies.  Because our Customer is the company.  So sorting by group would be even better.

You can do that.  Just modify the query string in the URL code to use the group instead of the email.  I think the new variable would look like $t->{group}