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29 Oct

Knowledge Base Detail

Case Summary: How can one set default priority and categories values for the support tickets
ID: 2874
Date Created: 11/14/2011
Last Modified: 11/14/2011
Problem Type: Question
Item: Web+Center 6.0
Resolution:
There would be two places where you could define a default priority and category for a new ticket.

For the customer+center,

In the doCaseForm.asp module, you can set the priority in line 343

or the line

NewRecord("Severity") = 0

For categories, you will need to add a line of code after the categories setting section which looks like:

NewRecord("CX") = Y

Where X = Category number and Y = Item Number - You can best find those by reviewing categories table directly.

This line should be inserted around line line 412

---

For Technicians creating new tickets, there is a similar set of functions in DoTCaseform.asp

in this module around line 542 you will see the lines:

If Case_Severity = "" Then
NewRecord("Severity") = 0 ' Set back to 0 (un-assigned)
Else
NewRecord("Severity") = Case_Severity
End IF

Add a new line after this section like:

NewRecord("Severity") = XX where XX = the severity level as a integer.

For categories, add a similar line around line 604 or just before the bit of code that says

'* * * * * * * * * * * * * * * * * * * * *
' Default Group Setting ******************
' * * * * * * * * * * * * * * * * * * * * *

Add a line of code like

NewRecord("CX") = Y

or like NewRecord("C3") = 5

You can determine the C number and the item number from the categories table.

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