Regarding the display of client names in the ticket history

[shddcit]

Dear Klemen,

Could you please advise if it is possible or planned to change how the client's name is displayed in the ticket history? Currently, it always shows just "Client," for example: "Ticket was created by user Client."

When an action is performed by an employee, their actual full name is displayed correctly in the history — this works well.

However, when a ticket is created by a client, even if they are logged into the system under their own account, their name is not substituted — the generic "Client" remains. It would be much more convenient to see the client's actual first and last name, as is the case for employees.

Is there a possibility to implement this in the future?

[Klemen]

No promises, but it could be changed in the future.

The current ticket history is static anyway (names do not update if staff name changes, for example). We plan to remove the ticket history in the future and introduce a more detailed "audit log" instead (planned for 3.8.x).

[shddcit]

No promises, but it could be changed in the future.

The current ticket history is static anyway (names do not update if staff name changes, for example). We plan to remove the ticket history in the future and introduce a more detailed "audit log" instead (planned for 3.8.x).

Dear Klemen,
I had some doubts about your answer to my question, so I am presenting my own solution.
In the file submit_ticket.php, you need to find the following code:

Code: Select all

// All good now, continue with ticket creation
$tmpvar['owner']   = 0;
$tmpvar['history'] = sprintf($hesklang['thist15'], hesk_date(), $hesklang['customer']);

and replace it with the following:

Code: Select all

// All good now, continue with ticket creation
$tmpvar['owner']   = 0;

// Determine which name to use in the history
$user_display_name = $hesklang['customer']; // default value

// Check if the client is logged in using a reliable function
$logged_in_customer = hesk_isCustomerLoggedIn(false);

if ($logged_in_customer && !empty($logged_in_customer['name'])) {
    // For registered users, use their account name
    $user_display_name = $logged_in_customer['name'];
} elseif (!empty($tmpvar['name'])) {
    // For unregistered users, use the name entered in the form
    $user_display_name = $tmpvar['name'];
}

$tmpvar['history'] = sprintf($hesklang['thist15'], hesk_date(), $user_display_name);

// Auto assign tickets if aplicable
$autoassign_owner = hesk_autoAssignTicket($tmpvar['category']);
if ($autoassign_owner)
{
    $tmpvar['owner']    = $autoassign_owner['id'];
    $tmpvar['history'] .= sprintf($hesklang['thist10'], hesk_date(), addslashes($autoassign_owner['name']).' ('.$autoassign_owner['user'].')');
    $tmpvar['assignedby'] = -1;
}

You could introduce this code in the nearest update for the convenience of Hesk users, until the incredibly distant time when the far-off version 3.8.x appears.

P.S. I hope you don’t revoke my license for being so forward.

[Klemen]

Thanks for sharing your modifications. No promises, but will consider including it in the official release.