helpdesk_ticket_log_start Hook

File: mcp.helpdesk.php
Method: ticketLog
Possible Uses: Modifies the data prior to storing them into the database.

Variables:

• log_data: array with ticket event details

$log_data = $this->EE->extensions->call('helpdesk_ticket_log_start', $log_data);

Note: Various events are being stored (who created ticket, who replied to it, who solved it etc.). Logged events can be determined based on the contents of the $log[“log_type”] variable.

• ticket_created —new ticket has been created via Control Panel, e-mail or SATF
• ticket_assigned —ticket has been assigned to an agent via Control Panel
• ticket_assigned_to_me —ticket has been assigned to myself, via Control Panel
• note —a private note has been added to ticket, via Control Panel
• ticket_cancelled —ticket status has been changed, via Control Panel
• ticket_opened —ticket status has been changed, via Control Panel
• ticket_closed —ticket status has been changed, via Control Panel
• reply —agent has replied to ticket, via Control Panel
• agent_ticket_reply —agent has replied to ticket, via e-mail
• client_ticket_reply —client has replied to ticket, via Control Panel