• Forum Home
• Register
• Login

• Search
• Member List
• ACCORD5.com

ACCORD5 Company Forums » Trellis Desk » General Discussion

1. 

   omegadm
   

   offline

   Member

   I wanted to share my custom Manage Tickets layout with members. The customisation is show in the screenshot. Essentially, I have worked with numerous HelpDesk systems before - managing clients support requests and billing them for this. To work efficently I need a certain layout - which I am sure is common to others.

   Modifications:

   1 - Filter area toggled to display by default - toggle to hide (rather than the other way round). If you manage tickets, you need this in front of you
   2 - Colour coded ticktet status - see also 5
   3 - Added column to display the Member name - definitely required (odd this is missing by default!)
   4 - Change the submitted time format to something for usable and reader friendly...
   5 - colour coded the status to highlight areas of important. On-hold means a lot to us (ready for billing!) so this is the most prominent though you can change this to what ever you wish.

   This is all achieved by modifying 1 file = ad_tickets.php

   Feel free to use mine at:

   You can just upload it to replace your existing file (keep the original for backup!)
   My changes are commented with 'BC' i.e. search the file for BC to find my changes.

   Enjoy!

   Brian

   Posted 1 year ago #
2. 

   abeltran
   

   offline

   Member

   Thank for the post. I would like to look at it. Where's the screenshot?

   Posted 1 year ago #
3. 

   omegadm
   

   offline

   Member

   For some reason, I am unable to attach images to forum posts - here's a blog post I wrote about it:
   http://www.advanced-web-metrics.com/blog/2011/01/24/improving-a-website-without-web-analytics/

   The modified file is available at the bottom of the post.

   Would love to hear feedback

   Posted 1 year ago #
4. 

   abeltran
   

   offline

   Member

   I used your mods with one change.
   Instead of setting the color with an inline style, I used a CSS class.
   Works great. My staff is very pleased.

   This is basically what I changed in the ad_tickets.php file:
   //Color Code Status
   $bc_format = '<span>';
   if ( $t['status'] == "1" ) { $bc_format = '<span class=\'alert_color\'>'; } //Open
   if ( $t['status'] == "2" ) { $bc_format = '<span class=\'alert_color\'>'; } //In Progress
   if ( $t['status'] == "3" ) { $bc_format = '<span class=\'pending_color\'>'; } //On Hold
   if ( $t['status'] == "4" ) { $bc_format = '<span class=\'pending_color\'>'; } //ACA
   if ( $t['status'] == "5" ) { $bc_format = '<span class=\'alert_color\'>'; } //Escalated
   if ( $t['status'] == "6" ) { $bc_format = '<span class=\'closed_color\'>'; } //Closed

   In \includes\global.css I added the referenced classes:
   .alert_color {
   color:red;
   }

   .closed_color {
   color:black;
   }

   .pending_color {
   color:green;
   }

   The idea behind this is that I'm also going to color code the member's page.

   Posted 1 year ago #
5. 

   omegadm
   

   offline

   Member

   Nice - thats a useful improvement :)

   Posted 1 year ago #
6. 

   billwill
   

   offline

   Member

   This is one awesome improvement! It is so much more intuitive for the staff, and shows practically everything at a glance, rather than having to click around for it. thanks for sharing!

   Posted 1 year ago #
7. 

   billwill
   

   offline

   Member

   Do either of you know how to make the row background color be controlled by the status of the ticket?

   Posted 1 year ago #
8. 

   slackerchris
   

   offline

   Member

   this was very helpful thank you!

   Posted 1 year ago #

RSS feed for this topic

Reply to this topic

You must log in to post.

© 2011 ACCORD5