Displaying Help Topic Based on Selected Department in New Ticket Form at Client Side of osTicket v1.6 RC5

One of the advantages of osTicket after comparing to another ticketing system is the ability to clasify the tickets based on its department and its help topic. For those of you who implement osTicket for such company which has several departments, which is each department has several help topics, you need to filter the related help topic based on the department that selected by your customer or client. Since the help topic is the part of department, then the ticket will be able being sent to the right topic and also to the related department. This modification will add the department selection in the open or new ticket form at the client side. When the particular department selected by client, then at the Help Topic directive will automatically display all help topics belong to the selected department.

1. Open your \include\client\open.inc.php file, and find this code:

   49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65

   <tr> <th>Help Topic:</th> <td> <select name="topicId"> <option value="" selected >Select One</option> <? $services= db_query('SELECT topic_id,topic FROM '.TOPIC_TABLE.' WHERE isactive=1 ORDER BY topic'); while (list($topicId,$topic) = db_fetch_row($services)){ $selected = ($info['topicId']==$topicId)?'selected':''; ?> <option value="<?=$topicId?>"<?=$selected?>><?=$topic?></option> <? }?> <option value="0" >General Inquiry</option> </select> &nbsp;<font class="error">*&nbsp;<?=$errors['topicId']?></font> </td> </tr>

   then replace with this following code:

   49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84

   <tr> <th>Department:</th> <td> <select name="deptId" onChange="getTopic('findtopic.php?topic_id='+this.value)"> <option value="" selected >Select Department</option> <? $services= db_query('SELECT dept_id,dept_name FROM '.DEPT_TABLE.' ORDER BY dept_name'); while (list($deptId,$dept) = db_fetch_row($services)){ $selected = ($info['deptId']==$deptId)?'selected':''; ?> <option value="<?=$deptId?>"<?=$selected?>><?=$dept?></option> <? }?> </select> &nbsp;<font class="error"><b>*</b>&nbsp;<?=$errors['deptId']?></font> </td> </tr>   <tr> <th>Help Topic:</th> <td> <div id="topicdiv"> <select name="topicId"> <option value="" selected >Select Help Topic</option> <? if ($info["deptId"]=='' || is_null($info["deptId"])) { $info["deptId"]='0'; } $services= db_query('SELECT topic_id,topic FROM '.TOPIC_TABLE.' WHERE isactive=1 AND dept_id = '.$info["deptId"].' ORDER BY topic'); while (list($topicId,$topic) = db_fetch_row($services)){ $selected = ($info['topicId']==$topicId)?'selected':''; ?> <option value="<?=$topicId?>"<?=$selected?>><?=$topic?></option> <? }?> <!-- <option value="0" >General Inquiry</option> --> </select>&nbsp;<font class="error">*&nbsp;<?=$errors['topicId']?></font> </div> </td> </tr>

   Find again this code:

   137

   </form>

   after that line, please insert this following code:

   138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183

   <script>   function getXMLHTTP() { //fuction to return the xml http object var xmlhttp=false; try{ xmlhttp=new XMLHttpRequest(); } catch(e) { try{ xmlhttp= new ActiveXObject("Microsoft.XMLHTTP"); } catch(e){ try{ xmlhttp = new ActiveXObject("Msxml2.XMLHTTP"); } catch(e1){ xmlhttp=false; } } }   return xmlhttp; }   function getTopic(strURL) { var req = getXMLHTTP(); // fuction to get xmlhttp object if (req) { req.onreadystatechange = function() { if (req.readyState == 4) { //data is retrieved from server if (req.status == 200) { // which reprents ok status document.getElementById('topicdiv').innerHTML=req.responseText; } else { alert("There was a problem while using XMLHTTP:\n"); } } } req.open("GET", strURL, true); //open url using get method req.send(null); } } </script>

2. Create a new file named findtopic.php, then put it to the root directory of your osTicket. Copy-paste this following code into that file:

   1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28

   <?php   /* File : findtopic.php */ /* Purpose: This file will help you to display the help topic */ /* automatically based on the selected department */ /* in the open or new ticket form at the client side */ /* Author : Masino Sinaga, http://www.openscriptsolution.com */ /* Created: December 2, 2009 */   require_once('main.inc.php'); if(!defined('INCLUDE_DIR')) die('Fatal Error'); define('CLIENTINC_DIR',INCLUDE_DIR.'client/'); define('OSTCLIENTINC',TRUE); //make includes happy   $topic_id=$_GET['topic_id']; $query="SELECT topic_id,topic FROM ".TOPIC_TABLE." WHERE isactive=1 AND dept_id = ".$topic_id." ORDER BY topic"; $result=db_query($query);   ?>   <select name="topicId"> <option value="">Select Help Topic</option> <?php while (list($topicId,$topic) = db_fetch_row($result)){ ?> <option value="<?php echo $topicId; ?>"><? echo $topic; ?></option> <?php } ?> </select>

3. Open your open.php file, and find this code:

   22	$_POST['deptId']=$_POST['emailId']=0; //Just Making sure we don't accept crap...only topicId is expected.

   then replace with this following code:

   22	// $_POST['deptId']=$_POST['emailId']=0; //Just Making sure we don't accept crap...only topicId is expected.

4. Open your \include\class.ticket.php file, and find this code:

   1051	if(strcasecmp($origin,'web')==0) { //Help topic only applicable on web tickets.

   after that line, please insert this following code:

   1052	$fields['deptId'] = array('type'=>'int', 'required'=>1, 'error'=>'Dept. required');

   Find again this code:

   1151	if(isset($var['topicId']) && !$var['deptId']) { //Ticket created via web by user

   then replace with this following code:

   1151	if(isset($var['topicId']) && $var['deptId']) { //Ticket created via web by user