6 Replies Latest reply: May 8, 2012 5:26 PM by BirchBarlow RSS

Generate search from within a ticket using field values

BirchBarlow

My team supports equipment in classrooms at a university. When a user calls in with a question, it's usually related to a problem they are having in a particular classroom. We'd like to be able to quickly pull up a history of tickets associated with the classroom the user is calling about, similar to the History button in the Contact Info section.

 

Agents will enter the Building and Room number of the room being called about. My thought is we can use a Javascript to grab these values and build a search from them. Has anybody done something like this?

  • 1. Generate search from within a ticket using field values
    Link

    The easiest way to do this would be to create a custom query view on the db server that contains the needed info then using the SQL mapper do a lookup and pull in the needed info into the ticket.

  • 2. Generate search from within a ticket using field values
    BirchBarlow

    We're not really looking to pull this information into the ticket. The "History" button brings up a window that's identical to an advanced search for tickets associated with a selected contact.

     

    With the field mapper, would we be able to get links to existing tickets so agents can review the descriptions/actions?

  • 3. Generate search from within a ticket using field values
    Link

    To get that type of functionality will take some custom programming and could potentialy break with the next upgrade, but you could get very close to that using the SQL Mapper.  If there is more than one record that matches your search you will get the pop up window to select the record you want.  Depending on how you design the custom query you can have the needed info displayed in that pop up window for the techs to look at.

  • 4. Generate search from within a ticket using field values
    Bruno Domingues

    If you have the CMDB the information you want will be easy to get... Just have a CI that is the classroom, linked to other CI's has pc's, etc... and when you have a newe issue just  link the issue to the CI then you can navigate throught CI and their history...

     

    Without CMDB i not aware of how you can use the navigation on the history of the classroom...

  • 5. Generate search from within a ticket using field values
    John Carson

    Here is what I use in one of our workspaces to show tickets from another workspace with the same ID #

    In our case we use an id field that we use as the primary address book field.

     

    This is pretty much exactly what the history button on the contact info tab uses.

     

    We are still use FP 9.5.4 so we put this in a field header that is always visible on a Tab of the ticket.

    In FP 11 I believe you can just put the custom HTML anywhere you like without having to add it as a field header above a particular field.

     

    <INPUT TYPE="BUTTON" VALUE="New Ticket" ONCLICK="window.open(new_ticket, '_blank', 'height=800, toolbar=0, directories=0, menubar=0, scrollbars=1, resizable=1, status=0, location=0')">

    <input type=button value="Refresh" onClick="FRAME_NAME.location = search">

     

    <script type="text/javascript">

    var new_ticket;

    var search;

     

    var new_ticket = 'http://SERVERNAME/MRcgi/MRLogin.pl?&PROJECTID=X&DIRECTLOGIN=1&PERFORM_SELECT_CONTACT=1&DOWHAT=REGISTER&FIELD_NAME=' + document.regform.FIELD_NAME.value + '&USER=' + regform.elements["USER"].value + '&MRP=' + regform.elements["MRP"].value;

     

    var search = 'http://SERVERNAME/MRcgi/MRhomepage.pl?USER=' + regform.elements["USER"].value + '&MRP=' + regform.elements["MRP"].value + '&PROJECTID=X&FROMSELECTCONTACT=1&FROM_TICKETPAGE_HISTORY=1&ABN=' + document.regform.FIELD_NAME.value;

     

    document.write('<iframe src="' + search + '"name="FRAME_NAME" width="100%" height="300"' + '"></iframe>');

    onfocus = function() { FRAME_NAME.location = search; };

    </SCRIPT>

     

    Hope this helps!

  • 6. Generate search from within a ticket using field values
    BirchBarlow

    I remember our Footprints trainer talking about using the Field Mapper and saying we needed to use a single value (a primary key) to do lookups on an item.

     

    We would want to do lookups on a combination of building and room, each of which would be stored as separate fields.