Helpdesk Ticket Comments
pwilson
June 5th, 2009
How do i add comments to the Helpdesk comment section when an end user open a ticket. I want to have comments in the comment section that reads...."Please provide as much information as possible, so that we can resolve your issue as quickly as possible."
Filed under: Helpdesk Solution, Endpoint Management and Virtualization
I would suggest making a
I would suggest making a customization to workitemedit.ascx that will update the comment field with the desired text. Then possibly clearing the comment text when it gains focus so the desired text is not added to every incident.
A second suggestion, which I would not recommend would be to set a default value for the comment field of the workitem table in altiris_incidents.
Here is the Code
w.current.workitem_comment = "Testing"
Here is actual code that will do the trick. Place that in an appropriate place in the WorkItemEdit.ascx file and it will set your comment field to Testing. Remember that when upgrading altiris its possible that your customizations are overwritten so creating a custom.config file and making a copy of WorkItemEdit.ascx in the custom directory would be better than just editing WorkItemEdit.ascx directly.
Location Field
Hi Mccarthy,
I need your help,
I have customized the helpdesk and added the location field. Now I need that when users create a ticket, the location field should be selected.
Regards,
Rahiz
Rahiz, Check the other
Rahiz,
Check the other thread you specificially made for this question.
mccarthy.cw's answer will
mccarthy.cw's answer will do.
If you don't want to modify the code directly, you need to ensure that you are on HD SP5. Then you can use the Service Catalog and create a new Task in which the Comment field is pre-populated based on your needs.
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