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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

"Open" ticket view - can we change fields?

edited January 2015 in General Discussions
Server Information
osTicket Versionv1.9.4 (c18eac4)
Web Server SoftwareApache
MySQL Version5.1.73
PHP Version5.3.3

I am still getting to grips with the many changes on 1.9.4 which I love.  
We are using the Department extensively and frequently want many staff to be able to see ALL tickets with the Department and be able to sort from that.  Can we add this field to the columns on the "Open Ticket" page?  Currently it is only on the "My Tickets" page and so other staff cannot see those.  I know that it can be done one department at a time on the search facility but it would be great to be able to see all this.

Related to this, can we include a column which shows the date/time of the last post on each ticket.  That is more useful than the date of creation for us because our tickets are numbered sequentially so that tells us the order they are opened.  It would be really good to see which have not had an answer from us/client from some time.

Thanks developers for a great product.

Comments

  • Q: Can we add this field to the columns on the "Open Ticket" page?
    A: Not currently.  There is a feature in the pipeline called Custom Queues which should allow you to do so.  In the meantime you would need to modify your installation to achieve this.  If you want to do that (and I do not really recommend it) you can read about it at:
    http://osticket.com/forum/discussion/75457/a-better-ticket-list

    Q: Related to this, can we include a column which shows the date/time of the last post on each ticket.
    A: Not currently, see answer to other question.
  • Are you talking about adding the "department" column to the "Open" ticket view page?

    I too wanted this feature!
    We have a user that checks all open tickets for every department so we needed this feature.

    I achieved this by editing a few lines in one file. (Osticket version 1.9.5.1)
    (Please do at own risk! Also note: changes will disappear after update)

    from the support root folder -> include -> staff -> tickets.inc.php

    I commented out a conditional statement,
    added a variable for Departments
    and displayed it in the table,
    also changed the colspan of the bottom of the table to adjust to the new table.

    Please take a look at the attached file.

  • Thank yyou ntozier and ttaka.  There was no attached file ttaka which I would like to see please.
  • Sorry for the attachment, couldn't attach .php.
    please check the github link below:


    Hope this helps!
  • This is a very old ticket that I started.  However @ttaka please could you re-email me the changes you made to that php file so I can do it.

    We are now on Version 1.10 latest stable version in case it helps.
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