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Customer Service Form Templates.By default the customer service form is invoked via the following URL: helpdesk.cgi?cmd=newticket Being executed in such a way the script will use the an embedded template In order to specify alternate template, use the following syntax helpdesk.cgi?cmd=newticket&form=formname This will instruct the software to use template named formname.html. Please note, that you need to create the alternate template and to upload it into the scripts directory, before executing the script. The Help Desk Lite allows addition of virtually unlimited number of custom fields to your mail forms. The rule is plain simple - any new ticket form input (see the newticket.html template) with a name starting with letter 'x' is considered to be a custom field. The help desk software will automatically add its name and content to the inquiry. Our demo mail form template contains 2 custom fields - Phone and Department. For your convenience we have included a fragment of the template html code:
<tr>
<td align=right class=lbl>Phone</td>
<td align=left><input type=text size=25 name=xPhone value="(%INPUT_xPhone%)"></td>
</tr>
<tr>
<td align=right class=lbl>Department</td>
<td align=left>
<select name=xDepartment>
<option></option>
<option>Sales</option>
<option>Service</option>
<option>Billing</option>
</select>
</td>
</tr>
<script type="text/javascript"><!--
var i;
for (i = 0; i < document.forms['newticket'].xDepartment.options.length; i++) {
if (document.forms['newticket'].xDepartment.options[i].text == '(%INPUT_xDepartment%)') {
document.forms['newticket'].xDepartment.options[i].selected = true;
}
}
//--></script>
Note the (%INPUT_xPhone%) macro and JavaScript code used to initialize custom fields. This is how your web form preserves content of the fields in an event of submission errors (e.g. missing email address or customer name).
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