Tickets Fetch device and software details for tickets about technical problems

[Alpha1]

Many support tickets are because members cant get a certain function to work. For example JavaScript features, captcha, popups, etc.

In our technical difficulties department we use custom fields for:

• Device
• OS
• Browser
• VPN/TOR
• Security Software

This allows us to find out if there is anything blocking the functionality.

It would be useful to automatically populate (some of) these fields.

 

[BamaStangGuy]

This would be amazing.

 

[Naz]

This has been added in now. It comes with a new custom field type in the form of PHP callbacks. You can use this custom field type to pull / set / manipulate anything you want really and set a final value to a custom field. It's more of an advanced feature that'll aid integrations and stuff like that but it's incredibly powerful if used correctly.

I'm using this feature to pull browser and operating system information from a user's User Agent. It's not always going to be reliable because that's just how User Agents are (they get spoofed, misinterpreted, etc) but it gives a general idea.

I may consider a JS approach in the future but at the moment, this does the job and works for the majority of cases.

 

[Alpha1]

This will be very useful. Could you add 'device' and 'resolution'?