Remove or Rename Text in Ticket

rubanj · November 24, 2021, 2:44pm

How can I remove the default text field in the default ticket? Alternatively I want to rename it or move it below some of the other custom objects.

Filippoc · November 25, 2021, 7:48am

Since the text field is mandatory i think it’s not actually possible to remove it.
What’s your goal?

rubanj · November 25, 2021, 8:00am

Hi Filippoc,

Goal is to organize the the fields in a better way to make the creation of the ticket more fluid. For example, start with the title, then select the category of the problem, sub category etc and then finally add some text.

Filippoc · November 25, 2021, 8:36am

For a more complex ticket creation i think (and that’s my opinion based on a relatively small experience on zammad) it could be better to rely on custom forms / api. Since it’s not possibile inside Zammad you’d be facing the customisation of Zammad core and it’d be a much greater effort than working on an external form.
At the moment i’m working with Google Forms but i guess you can make it work with about any form.

rubanj · November 25, 2021, 8:56am

Yes thank you for that. I had also the same feeling. Thank you for confirming it.

Filippoc · November 25, 2021, 2:25pm

If you want i’ve linked a repository in this thread

Milo · March 21, 2022, 11:41am

Hello @Filippoc
please can you explain to me how you do to associate google form with zammad?

Filippoc · March 24, 2022, 7:07am

hi!

I’ve used this code in the “Script editor” of Google Form. (in the three dots drop down menu on the right)

github.com

crnfpp/GoogleForm-to-Zammad/blob/main/gFormToZammad.js

var POST_URL = "________";
var MY_TOKEN = "________"
function onSubmit(e) {
    var form = FormApp.getActiveForm();
    var allResponses = form.getResponses();
    var latestResponse = allResponses[allResponses.length - 1];
    var response = latestResponse.getItemResponses();
    
    // "collect e-mail function" under settings is required for this script to work
    var mail = allResponses[allResponses.length - 1].getRespondentEmail();

    // Creating the ticket body 
    var ticketBody ="";
    for (let i = 0; i < response.length; i++) {
       
       // The following code is only needed if you have your users uploading files. 
        if (response[i].getItem().getType() == "FILE_UPLOAD")   
            {
                var string = response[i].getResponse().toString();
                var splitted = string.split(",");

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Filippoc · March 24, 2022, 7:10am

Here’s a more detailed guide:

Filippoc · April 19, 2022, 6:20am

Hi!
I’ve updated the code in avoid any issue that may come from a race condition meaning that if two users send a request from the same form at the same time.
In my earlier script i used the “last response” method. Now we’re using the e (event) object that is passed by the form.

system · August 17, 2022, 6:20am

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