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 ?

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