Add new property as ticket type wich could be event, incident, request, etc.
Table structure could be:
create table hesk_ticket_type
(
id
smallint ,
ticket_type_name
varchar ,
isactive
char
);
insert into hesk_ticket_type
(id
, ticket_type_name
, isactive
) values('1','Event','0');
insert into hesk_ticket_type
(id
, ticket_type_name
, isactive
) values('2','Incident','1');
insert into hesk_ticket_type
(id
, ticket_type_name
, isactive
) values('3','Request','1');
insert into hesk_ticket_type
(id
, ticket_type_name
, isactive
) values('4','Access request','1');
In hesktickets will add new field tickettype (small int).
Ticket type could be selected in admin form and based on this we use a report for this (similar to category).
-
David Boone commented
I used a custom field and (did a coding change) added it to the columns (between Name and Subject) that you see of tickets on the home page. It is basically the product. Groups support several product types which may have similar sounding issues. This helps first with getting the ticket assigned correctly. This is also added to the email message in the subject so folks for that product can respond and everyone else can ignore (especially good at night when you glance at an email that came in at 3 am). It would be nice to have this built in . It makes for one less coding change when upgrading HESK to the next version. Thanks.