Changing ticket labels

[rodolphe]

Hello,

 

I would like to do a couple of things:

 

- change the default ticket setting from "Medium" to "Low"

- rename the labels Low, Medium and High.

 

can anyone point me in the right direction please?

[brian!]

have you had a play with editing the language files - both admin and then client overrides?

 

$_ADMINLANG['status']['high'] = "High";
$_ADMINLANG['status']['medium'] = "Medium";
$_ADMINLANG['status']['low'] = "Low";

and...

 

$_LANG['supportticketsticketurgencyhigh'] = "High";
$_LANG['supportticketsticketurgencylow'] = "Low";
$_LANG['supportticketsticketurgencymedium'] = "Medium";

although i'm not sure if modifying the admin terms will affect escalations - i'm tempted to think that it will, but maybe try it and see.

 

on second thoughts, as there is a feature request for this, perhaps it might not be possible...

 

https://requests.whmcs.com/responses/i-want-to-be-able-to-edit-my-whmcs-support-ticket-priorities

 

I think defaulting to "Medium" is hard-coded, but i'm happy to be corrected on that.

[rodolphe]

Thanks again Brian. I think changing it on the client side would be enough, but only if I can change the default.

 

I'll raise a ticket on that part.

[brian!]

Thanks again Brian. I think changing it on the client side would be enough, but only if I can change the default.

 

I'll raise a ticket on that part.

oh ok, if you're only changing it on the client side, then admin conflicts shouldn't matter...

 

i'd be interested to hear support's reply to this - I don't know if this is how it works, but perhaps rename (in client language override files), 'Medium' to whatever you want the default to be.. and then adjust the others terms if you need to.

[rodolphe]

Here's the reply I got from a very helpful and quick Liam:

 

Yes you can change the default option in the drop down when the customer creates a ticket. Please open the template file templates/yourtemplate/supportticketsubmit-steptwo.tpl

 

Look for the code:

 

<select name="urgency" id="priority">

<option value="High"{if $urgency eq "High"} selected="selected"{/if}>{$LANG.supportticketsticketurgencyhigh}</option>

<option value="Medium"{if $urgency eq "Medium" || !$urgency} selected="selected"{/if}>{$LANG.supportticketsticketurgencymedium}</option>

<option value="Low"{if $urgency eq "Low"} selected="selected"{/if}>{$LANG.supportticketsticketurgencylow}</option>

</select>

 

And change this to be:

 

<select name="urgency" id="priority">

<option value="High"{if $urgency eq "High"} selected="selected"{/if}>{$LANG.supportticketsticketurgencyhigh}</option>

<option value="Medium"{if $urgency eq "Medium"} selected="selected"{/if}>{$LANG.supportticketsticketurgencymedium}</option>

<option value="Low"{if $urgency eq "Low" || !$urgency} selected="selected"{/if}>{$LANG.supportticketsticketurgencylow}</option>

</select>

 

You are right Brian that the labels can be changed by creating an override english.php file with the changes.

You are also right that the default priority level of the ticket when submitted by email is hard-coded to medium and can't be changed. Pity.