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Author Topic: problem with user notifications  (Read 29884 times)
sostro
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« on: September 28, 2007, 10:07:11 AM »

I've been having a problem with all users receiving a notification that a new ticket has been submitted. I only want this notice to be sent to the admin and the creator of the ticket. Will the "internal" switch eliminate this problem?
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Sparky
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« Reply #1 on: September 28, 2007, 10:09:43 AM »

I've been having a problem with all users receiving a notification that a new ticket has been submitted. I only want this notice to be sent to the admin and the creator of the ticket. Will the "internal" switch eliminate this problem?

"internal" will create tickets with messages that only operators can see.  The customers can't even see or use the internal option.
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sostro
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« Reply #2 on: September 28, 2007, 11:17:07 AM »

so this probaly won't help much, any ideas on what can be done
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Sparky
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« Reply #3 on: September 28, 2007, 11:23:04 AM »

so this probaly won't help much, any ideas on what can be done

As far as I know, it would require serious modifications to the module.
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« Reply #4 on: September 28, 2007, 11:26:27 AM »

Looks like the "groups" module might help if you assigned only ONE operator to each group...

From setup.cgi...

Quote
Enable Group Mode      If checked, the Trouble Ticket Express will place a group selector drop down menu on a standard ticket submission form. This will ensure that each new ticket is being designated to appropriate group and only members of that group will receive new ticket notifications. Furthermore, operators will be provided with an option to transfer a ticket to a group, rather than to a particular employee.

Note: Group support requires Groups Module. The module is not installed on your server. Click here for ordering and installation instructions.

I don't have anyone besides myself and my customers using my TTX system so I'm not an expert on this function.
« Last Edit: September 28, 2007, 11:27:59 AM 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
Alex
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« Reply #5 on: September 28, 2007, 11:34:05 AM »

I would suggest using the Groups Modules. Create 2 groups - 'Admin' and 'Operators'. Make sure only admin user is a member of 'Admin' group, while operators are members of 'Operators' group. Make sure all new ticket submissions are for the 'Admin' group - you will have to modify newticket.html template:

1) make sure it shows the group selector
2) take the page source code
3) edit the newticket.html template - remove the group selector macro, replace it with the hidden tag matching name and value for the Admin group.
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sostro
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« Reply #6 on: October 04, 2007, 10:01:21 AM »

Where do I find the hidden tag code being refered to. Also do I remove (%GROUPSELSTD%) or just GROUPSELSTD.
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« Reply #7 on: October 04, 2007, 10:14:32 AM »

Where do I find the hidden tag code being refered to. Also do I remove (%GROUPSELSTD%) or just GROUPSELSTD.

Remove the whole macro

Quote
(%GROUPSELSTD%)

Replace it with...

Quote
<input type=hidden name=grp value=admin>

where the part in red matches the name of the admin group you just created.

... and the part in blue must match the name of the old group selector pull-down menu.  Look at the source code of the page running TTX in a browser to find this.

The name in blue came from the old group selector macro...

Quote
<select name=grp>
« Last Edit: October 04, 2007, 10:40:19 AM by sparky672 » Logged

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sostro
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« Reply #8 on: October 04, 2007, 11:24:14 AM »

So I don't make any changes to the text in blue?
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Sparky
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« Reply #9 on: October 04, 2007, 11:27:28 AM »

So I don't make any changes to the text in blue?

No - Since I don't have the Groups module, I looked that up on the TTX demo page.

grp is the correct name
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sostro
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« Reply #10 on: October 04, 2007, 11:33:58 AM »

I must not be doing something right. The ticket form still requires a department and the format of the text boxes is incorrect. Here is my template source code.

[%Name%]*   
[%Email%]*   (%CUSTOMVARS%) (%ITEMSELSTD%)
(%OPERSELSTD%) <input type=hidden name=grp value=Admin>
[%Subject%]*   (%KIDFORM%)
[%Problem%]   [%preview%]


(%FILEFORMS%)
(%INTERNALCHECKBOX%)   
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Sparky
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« Reply #11 on: October 04, 2007, 01:34:18 PM »

I must not be doing something right. The ticket form still requires a department and the format of the text boxes is incorrect. Here is my template source code.

[%Name%]*   
[%Email%]*   (%CUSTOMVARS%) (%ITEMSELSTD%)
(%OPERSELSTD%) <input type=hidden name=grp value=Admin>
[%Subject%]*   (%KIDFORM%)
[%Problem%]   [%preview%]


(%FILEFORMS%)
(%INTERNALCHECKBOX%)   


Something looks incredibly wrong.  Where are your text boxes?

I suggest starting over with your template.
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sostro
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« Reply #12 on: October 04, 2007, 01:47:35 PM »

I can't do a print screen, so I just copied and pasted the text.
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Sparky
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« Reply #13 on: October 04, 2007, 01:49:55 PM »

I can't do a print screen, so I just copied and pasted the text.

What I meant was, the HTML you posted is missing all kinds of stuff.

example...

this is a text box...

<input type=text size=25 name=name value="(%INPUT_name%)">
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Sparky
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« Reply #14 on: October 04, 2007, 01:59:06 PM »

You need to be editing the source HTML code of the template.

It looks like you just added...

Quote
<input type=hidden name=grp value=Admin>

... to the front end of the page in a graphical editor.

In source mode, that would get converted into this...

Quote
&lt;input type=hidden name=grp value=Admin&gt;

... that would be WRONG and will not function.


Just open the template in any plain text editor if you don't know how to edit source mode.
« Last Edit: October 04, 2007, 02:09:59 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
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