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

Mandatory Help Topic

Hi, what is the most straightforward way to force users to set a help topic?

It can be in the first save or ticket close, i don't mind, but the ticked must have a help topic when it is closed.

The problem is that the tickets are open by email and the osticket user ( tech support ) need to set a help topic for statistics, but they don't do it if its not mandatory on the system.

Many thanks in advance.

Server Information
osTicket Version v1.8.1.2
Server Software Apache/2.2.3 (CentOS)
PHP Version 5.3.3
MySQL Version 5.0.95

Comments

  • Honestly the only way to ensure that tickets have a help topic is to force users to use the web interface.
  • The upcoming version supports setting default help topic at the email level (email setting) as well as ticket filters.
  • I've got a feeling that i'm using the help topic field for the wrong thing.

    What i need is a field where our support technician can categorize the problem. Something like "software issue", "hardware issue", "software installation" etc...

    But i need this field in a report to generate statistics for the inquiries. From what i've seen the help topic looked perfect because it is on the dashboard statistics and on the tickets list download.
  • I'm not seeing a question to answer so I am unsure how to reply to this thread. :)
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