When you create a new ticket (http://domain.com/node/add/support-ticket), by default certain fields are filled out. For example, the Client dropdown menu automatically has the last Client which you have viewed.

The issue is that the "Assigned" drop down menu only contains the users which can view that client's tickets. For example:

Client A - Can view tickets: Alex, Andre, Amy
Client B - Can view tickets: Bob, Becca, Berry

If "Client A" is selected by default in the "Client" dropdown menu, only Alex, Andre and Amy shows up in the "Assigned" dropdown menu. While you can change the selected client to any other client, you can not change the users in "Assigned" because Bob, Becca or Berry won't even show in the "Assigned" dropdown menu.

Comments

NToronto’s picture

NToronto commented
Version: 6.x-1.3-rc1 » 6.x-1.2

The module I am using is 6.x-1.2.

jeremy’s picture

jeremy commented
Category: bug » feature
Status: Active » Postponed

This would take some AJAX to update the assigned and subscribed lists each time you change the client. It's doable, but not in my immediate plans. Patches are welcome.

WAKeaney’s picture

WAKeaney commented

So, to effectively transfer a ticket between clients, it would be necessary to:
1) Edit the ticket
2) Change the Client
3) Save the changes
4) Edit the ticket
5) Change the appropriate Assigned/Subscribed settings

?

WAKeaney’s picture

WAKeaney commented

Actually, that won't work.
It looks like you cannot unsubscribe a user from a ticket - unchecking their subscription box does not do anything. They are forcibly resubscribed when the ticket is saved.
This means that you cannot move a ticket to a different client, because the already-subscribed users don't have access to the new client, and you cannot unsubscribe them.

NToronto’s picture

NToronto commented

Correct, at the moment when creating a new ticket I need to select the correct client, and then select one of the users in the assigned menu (which will not contain the correct list of users). I need to save the ticket and then edit the ticket again and select the correct user from the assigned menu.

It seem this requires an Hierarchical Select type solution.

http://drupalmodules.com/module/hierarchical-select-node-reference
http://drupalmodules.com/module/dependantdropdown
http://drupalmodules.com/module/active-select

WAKeaney’s picture

WAKeaney commented

For the time being, I really need to find a way to unsubscribe users from tickets. Any thoughts?
EDIT: Nevermind, it looks like I can unsubscribe people via a Comment, rather than Editing the ticket.

However, I still have a problem where the Assigned list is not based upon who has access to the Client to which the ticket is currently set. I changed the Client, saved the ticket, then went back into the Edit form, and the list of users for Assigning still includes everybody in the database, regardless of what Clients they have access to.

WAKeaney’s picture

WAKeaney commented

My apologies. It appears that I misunderstood the "administer support" permission - I thought it was for specifying which roles were for Support personnel, versus regular end users.
Anyone who has the "Administer Support" permission will show up in the Assigned list for all clients.

So, now I have a slightly different problem that I suppose will fall under another Issue: How to limit the list of users to whom a ticket may be assigned within a client.

WAKeaney’s picture

WAKeaney commented

I have submitted Issue 780136: http://drupal.org/node/780136
There is a patch attached that will allow you to specify which roles have permission to be assigned tickets for a given client.

jeremy’s picture

jeremy commented
Status: Postponed » Closed (duplicate)

There is a partial patch here:
#436726: Make it possible to assign ticket to other user at ticket creation