ticket type dropdown?

[hamper19]

I was showing my boss this software yesterday and she made a good point.

How hard would it be to be able to put ticket's into a category like

"FTP_Request", "New hire", "purchase request", etc etc

I know there is the department and help topics, but it seems a little backwards to have to make a totally new department if you just really are trying to make a category of tickets.

So what would be involved with having inside each ticket a drop down menu where you can select what type of ticket it is. Then you can go to that area, and look at how many of each type of requests you have etc.

I'm not a developer, I'm actually a network eng/admin, so if my question is dumb, then sorry about that.

Any help would be appreciated

thanks

[peter]

I have to agree with your boss, It is actually a very useful feature. We plan on adding categories (same as help topics but internal) which in your case translate to ticket type.

[tolje]

not a dumb question, i found out how just 10 min ago, you have to go into the SQL database, and look for the table ost_help_topic (or of that nature)

You will can edit the fields or create new ones by inserting rows.

Do note that you should never have 2 topic id's the same.
The dept_id field will place the topic with whatever Department related to that ID (ost_department). Also the priority_id will place the priority according the what priority is assigned to that field (ost_ticket_priority).

[jpowers40828]

Or do it the normal way and go into Help Topcis in the Admin Panel.

[cdavis1986]

The best way I've found to do this is to append the category onto the beginning of the subject, say: "Category - User generated subject", then you can just pull it from the database and use split("-", $xyz)

[cdavis1986]

I now have fully functional internal categories. It's not too hard, it's a combination of a new admin side field: Category, as well as this mod:

http://www.osticket.com/forums/showthread.php?t=1095&highlight=editable

By default the category is unassigned, but you can log in and click on a ticket and change the value to whatever you want using that mod.

[Alex]

Has there been any progress on adding a subcategory to a department?

I'm trying to look through the mod as cdavis1986 has posted, but since I'm not too savvy with PHP programming, I was wondering if anyone has been able to come up with either a MOD or if there has been new changes to the ticket system.

Or if cdavis1986 could walk through on how you added this sub-category, that would be great!

I've just started using this ticketing system and I have to say it's really really awesome!

Thanks!