How to remove New Ticket button without removing main Tickets section

Problem reported by Speednet - February 11 at 11:14 AM

Resolved

I want anyone be be able to view and interact with tickets in the portal, but the only thing I want to remove is the New Ticket button. (For one particular brand I do not want tickets to be able to be started within the portal, but I want users to view and list their tickets there.)

I tried going to Settings > Departments > Tickets and changing New Tickets in Portal to Nobody, and it completely removes the entire Tickets section from the portal.

That is definitely not what I want, and it is not what the name of the option implies that it will do. If I wanted to completely remove the Tickets section, it should be when you change Settings > Brands > Permissions > View Ticket Requires to "Nothing".

So is there some other way to remove only the New Ticket button? Obviously I could add some custom CSS to hide the button, but that is not a real solution, and does not actually remove the functionality from the portal.

If there is no way to do what I want, might I suggest that the current setup of this feature has a bug?

9 Replies

Reply to Thread

Andrew Barker Replied

February 11 at 1:21 PM

Employee Post

Based on the permission settings you have described, SmarterTrack should show the tickets area in the portal, but not the button for creating new tickets. I have changed this thread to a Problem and added it to our internal issue tracking system.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

Speednet Replied

February 11 at 5:07 PM

Thanks!

Andrew Barker Replied

February 15 at 9:37 AM

Employee Post Marked As Resolution

This issue was resolved in build 6984, which was released this morning.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

Speednet Replied

February 15 at 10:14 AM

Unfortunately this does not appear to be fixed.

I installed the new version.
In Brands > [brand] > Permissions, "View Ticket Requires" is set to "All Users (login not required)".
In Departments > [department] > Tickets, "New Tickets in Portal" is set to "Nobody".
Result: Tickets section completely disappears from the portal.

What should have happened is that the Tickets section would continue to be present, but the New Ticket button would disappear from the Tickets section.

Andrew Barker Replied

February 19 at 7:17 AM

Employee Post

For a user who is not logged in, this is expected. If the user is not logged in, SmarterTrack is unable to determine which tickets belong to the user. Since your settings prevent users from creating tickets from the portal, SmarterTrack hides the tickets section from users who aren't logged in since the section is useless to them. Once a user logs in, the ticket section should become accessible as SmarterTrack will then be able to identify which tickets belong to the user.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

Speednet Replied

February 19 at 7:37 AM

Thank you for the reply Andrew. The problem with that logic is that the option to e-mail a listing of all past support tickets is available for anyone, including people who are not logged in. So by denying them access to the Tickets button, that feature that would normally be available is missing.

Andrew Barker Replied

February 20 at 7:36 AM

Employee Post

We had a lengthy meeting with our management team about this and other issues, here is what they decided:

We have decided that the ability to view the Tickets area on the portal will be determined solely by the Brand's "View Ticket Requires" setting. This means that if the Brand is configured to allow all users to view tickets in the portal, unauthenticated users will be able to see the Ticket area, regardless of the department settings for creating tickets from the portal.

Regarding the emailing of a user's tickets, for security purposes, we will be updating the way that the "Email my tickets" action works. Instead of asking for an email address and sending a list of associated tickets to that address, as it does now, the feature will require that the user is logged in and will send the authenticated user's tickets to the email address they have on file.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com