To suit my needs, I've created a number of modifications to the source code. The entire package update package is available at my website:http://www.davebour.com/misc/replacement_files.zip
See my website, professional, osticket section for the latest collection of updates I've made. Please note, these are not yet supported in the official package and are based on the 1.6RC4 package. As this changes, I'll update accordingly.http://davebour.com/osticket/index.php
So far...the following features have been added:
Time tracking - notes and responses have a date/time/type tracking though no reporting yet. I'm doing manual SQL queries from phpMyAdmin to dump my data to my existing database in M$ Access which tracks client activity (and service contracts, etc).
Merge Tickets...self explanitory...take the existing ticket and move it's data to new ticket... see my web site for more details
cc as From ...Being my company is small (myself, 2 other techs), people frequently call..except I'm on the road..hence an email to my "helpdesk" email and cc' the individual calling, produces a ticket with the "originator" as the ticket owner, even though I sent the email.
Modify Header Info...Since people often make no sense in submitting their tickets, I created a "modify header' that allows me to change the email, name and subject header. It doesn't allow me to change any existing ticket data though..so as submitted, it stands unless I manually edit it via SQL.
Staff Panel - Assigned to - show who is assigned to ticket next to user name (in brackets)
Staff Panel - Modified column - with sort capability
Staff Panel - Status - if the client name is caps - open, if lower case, ticket closed. Easy way to see without tying up screen real estate to show a status.
As I've stated in other posts, use these updates at your own risk. I'm not big on documentation (even in my code) though our fine developer has done a great job ...making emulating their code easy enough to follow...Please backup your data first...Feel free to drop a line at my website's contact me (http://davebour.com/contact.html
) or PM me here (assuming I'll get an email... if you haven't heard from me in a day or so...check my web site's contact me section).
Please read the notes at my web site for a couple caveats... The latest updates will always be at the link above. On that, take care and thank you all for your contributions to make this such a great package.