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So let's say I want to change a ticket from "Test1 User" who has a userid of 129, to "Test2 User" who has a userid of 130.

I have just such a ticket here.  Ticket ID 1767, created by Test1 User.

in helpdesk_tickets

id_ticket = 1767
id_member_started = 129
id_first_msg = 12777

in helpdesk_ticket_replies

id_msg = 12777
id_member = 129
poster_name = Test1 User
poster_email = [email protected]
modified_member = 0
modified_name =

It's easy enough to change all of that via phpMyAdmin.  I like that better than moving ALL of the replies to the new user, because it looks just fine in the ticket to have the older messages attributed to the older user, and I don't really see any other ramifications.

Ideas for the UI of something that could do this automatically...

On Admin/Helpdesk/Maintenance, I'd envision a type of wizard interface.

[Reattribute Individual Ticket]

Enter the ticket number that you wish to reattribute...

Enter-> TICKET_NUMBER [NEXT]

After you enter the ticket number and press NEXT a dialog says...

Ticket 1767 was created by...

Username: Test1 User
UserID: 129

Reattribute this ticket to ->> USERNAME [NEXT]

There's also [n] additional replies on this ticket by Test1 User.  Do you also want to reattribute those [n] replies to Test2 User?  Yes/No (Checkboxes) [NEXT]

Reattribute Ticket 1767 (and n attached replies) from [Test1 User] to [Test2 User]?  YES/CANCEL

I tried changing only helpdesk_tickets.id_member_started from one user to another.  There seems to be no problems.  Even editing the ticket seems to work OK.  Interestingly enough, editing the ticket by the new owner actually edits the hlepdesk_ticket_replies entry that still belongs to the old owner, but the system seems to be OK with that.  I wonder if maybe reattributing a ticket from one person to another wouldn't be better if it were to not just change helpdesk_tickets.id_member_started to the new userid, but also change the fields in the helpdesk_ticket_replies table for the first post in the ticket.

There's definitely a place for a mod here.  If I give ownership of a ticket to Joe Smith who works at UCLA, and Joe has never met Bob Jones who used to work at UCLA and was the originator of the ticket, the replies on the ticket that were originally posted by Bob Jones should not look like they were posted by Joe Smith.  That makes it very confusing.  I'd like to just go to the ticket in question and reassign ownership.

Right now I can get away with doing it via SQL directly, though I haven't done it yet.  But it seems like just a matter of changing the ownership of the row in helpdesk_tickets, and perhaps the ownership of the original reply in helpdesk_ticket_replies.  Will report back here on how it looks after doing that.

I'd like a dialog in the ticket itself where I can reattribute ownership of the the ticket to a different user, but leave the replies on the ticket alone.  Of course with a very strong warning and "Are you sure" dialog that keeps it from being done by accident.

You're going to have to define "latest" as I'm thinking that I can't see whatever is the latest.  Ever since we lost sequential version numbers I've been loathe to get involved because nobody knows what version is what.

A bunch of these were back again today.  I disabled template evaluation and will wait to see if it happens again.

I ended up completely reinstalling (for other reasons) and imported the SQL database back in, after switching to a different SQL server also, and this is no longer happening.

Yes, it's checked.  Hadn't thought of that.  But it actually turns out that it does consider helpdesk admins to be staff in the maintenance, but the maintenance needs to be run twice for it to get it right in all cases.  The first time maintenance runs it figures out and corrects the setting of who is the last person to respond to a ticket.  Then when you run maintenance again it corrects the status for those tickets where staff was the last to respond.  You just need to run maintenance twice in a row for it to get it right.

I'm running this immediately after my Exdesk import, where there's 1700+ new tickets, which then require two SQL queries to run to get them correct.  I'll post a full update in a publicly visible forum about how to update from Exdesk.  There's a few twists.

I do like it as an idea, though it scares me because I've never seen a GUI date picker in an SMF mod before... or even in SMF.

So... in the event that there's not a GUI date picker available, I wonder if it wouldn't make as much sense to just make an entry mask for the existing text field type?  Allow the admin to specify a date mask such as "mm/dd/yyyy" for standard us character dates, etc.  That would kill several birds with one stone.  For instance, there could be a phone mask "(nnn)nnn-nnnn" or a social security number mask "nnn-nn-nnnn" etc.

I still say the Project Tools drop downs, with the little down arrow, and the black box that appears upon hover, are about as elegant as it gets. 

I have to say that I forget the status of this.  I haven't played with SD for a long time.  I thought it was fairly well complete, though with a couple of needed options?  Is it at the point where it would be harder to strip it out than  to finish it?

In the split ticket dialog, it says "Send a PM to the ticket starter:" and indeed, a PM is sent to the person who created the originating ticket, while the new ticket will belong to the author of the split "post."  Should there be the option to assign ownership of the split ticket also to the originator of the first ticket?  And perhaps the ability to assign a relationship between the two tickets?  I could see opening a new ticket this way for a customer by going to what will be the "Parent" or "Sibling" ticket, posting a comment, and then spawning that comment into a child or sibling ticket by splitting it off.

The assigning to a different user I know is in the road map, but this would definitely be a nice place to have it, even if it's an either/or option between originator of the ticket and originator of the split post.  And offering to build a relationship between the split tickets seems like a natural.

One of the options shown when splitting a ticket is "The new ticket should have every reply from this message (including this message)"

Is it just me or is that an odd way to phrase it?  Is the first instance of the word "message" really referring to the ticket, or does it mean to say "from this message forward" or something like that?

Just as a note about myself and the way I used the SMF help system when I first found SMF... I didn't.    Never used it one time.  It seemed so much easier to just dive in and learn it by doing it.

I would have much preferred a knowledge base/FAQ type of material at hand and searchable.  Not the WIKI that we talked about last year, but an actual FAQ and knowledge base with good search functions.

I wrote an install doc a while ago over in the Documentation Helpers section.  It's a start.  I do enjoy writing documentation.  It makes me feel like I'm contributing, since I can't contribute on the PHP side.

I knew a few people who wrote that stuff back in the 80's and 90's, when even a new mouse would come with a 200 page technical manual.    The entire industry has since died.