Add new Source

nyzwerewolf · June 2011

Hey guys,

What are the files I need to modify if I want to add a new "source" to the ticket?

Right now, it has Source: Phone/Email/Other. I'd like to add "Fax" to it. Any clue? :)

Love to hear your suggestions!
Thanks all!

ntozier · June 2011

Currently only staff can open a ticket and select a source. That drop down is built in the include/staff/newticket.inc.php around line 82. You can add an additional option in there.

<select name=\"source\">
<option value=\"\" selected >Select Source</option>
<option value=\"Phone\"<?=($info['source']=='Phone')?'selected':''?>>Phone</option>
<option value=\"Email\" <?=($info['source']=='Email')?'selected':''?>>Email</option>
<option value=\"Other\" <?=($info['source']=='Other')?'selected':''?>>Other</option>
</select>
<option value=\"Fax\" <?=($info['source']=='Fax')?'selected':''?>>Fax</option>
</select>
&nbsp;<font class=\"error\"><b>*</b>&nbsp;<?=$errors['source']?></font>

nyzwerewolf · June 2011

ntozier, thank you for the response. I did what you recommended, and I can see the new "Source" in the drop-down menu. But when I submit the ticket with the new "source" selected, it says: "Invalid Source - Fax"

any clue? is there anything else I need to modify?

ntozier · June 2011

Hmmm let me take a looksee.

ntozier · June 2011

take a look at \support\include\class.ticket.php
circa line 1456ish

should look like:

        if($var['source'] && !in_array(strtolower($var['source']),array('email','phone','other')))
            $errors['source']='Invalid source - '.Format::htmlchars($var['source']);

change it to

        if($var['source'] && !in_array(strtolower($var['source']),array('email','phone','other','fax')))
            $errors['source']='Invalid source - '.Format::htmlchars($var['source']);

Ok there is more to do... the database table structure itself needs to be changed. You will need to run a mysql cli or gui and execute the following command:

alter table ost_ticket change source source ENUM('Web','Email','Phone','Fax','Other');

You should probably make sure that they are in the same order every where (which I didn't do but you should).

nyzwerewolf · June 2011

Thank You! That worked! :)

ismannen · December 2013

this still work in 1.8 just testet if anyone use it.

clarkie_2014 · July 2014

In v1.9.x, look for a file called ticket-new.php under \osticket\include\staff then search ~Line 117

and the \osticket\include\class.ticket.php Line 2614...

I've ran the same command in MySQL as above and it's worked.

Happy Days!!

ntozier · July 2014

I would not recommend running this mod on 1.9.+ since the feature is actively being worked on by the devs and might even make the next release.

Oneil · December 2015

hey guys,

in have not the "newticket.inc.php" i changed it at the "tickets.inc.php"

i add the value in the database "ost_tickets".

osticket say " * Invalid source given - Monitoring"

has anyone a idea?

Oneil · December 2015

Oneil · December 2015

screens

ntozier · December 2015

This thread is from 2011.
What version are you running?

Oneil · December 2015

ost 1.9.12 on ms win2012, iis8,5 and php 5.6.14

ntozier · December 2015

I don't see anything wrong with what you have done.

Oneil · December 2015

With these settings, it should go .... yes or?

Oneil · December 2015

The condiation is "!in_array(strtolower" so you i write "monitoring" with an small "m". Then it will work,

btssn · November 2017

hi has anyone tested this working on v1.10.1 i want to add a few new ticket source fields as well ?

wich8 · May 28

Hi, I just tried it and it works! but when I do an advanced search and select the source, I do not see the ones I added. Any ideas????

ntozier · May 29

This thread is from 2011... for version 1.6. You are bound to run into difficulty with advanced search since it was updated multiple times between 1.6 and current.

ost_ticket.source is an enum. Which means you likely have to change the table itself.

Howdy, Stranger!

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