Open Script Solution

Both osTicket version 1.6 RC4 and 1.6 RC5 have not included the post number, the sender name of client, and duration time in each message. That is why I made this modification. It is important for you as staff or admin of your ticketing system, if you want to know quickly how much time needed to respond between one post and the next post in one current ticket. Moreover, you will also know how much total time taken for the opened ticket when you view the certain ticket in full-mode.

Follow these instructions below.

1. Create a new file, copy-paste the following code to this file, then put it to \include\ sub directory of your osTicket System, and save it as class.duration.php

   1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27

   <?php   /**************************************************************************/ /* [MOD] Add #Post, SenderName, Time Duration in Each Message, */ /* by Masino Sinaga, May 7, 2009 */ /* Website: - http://www.masinosinaga.com */ /* - http://osticket.masinosinaga.com */ /**************************************************************************/   class Duration {   var $begindate; var $enddate;   function Duration($parambegindate, $paramenddate) { $this->begindate = strtotime($parambegindate); $this->enddate = strtotime($paramenddate); $diff = intval($this->enddate) - intval($this->begindate); $diffday = intval(floor($diff/86400)); $modday = ($diff%86400); $diffhour = intval(floor($modday/3600)); $diffminute = intval(floor(($modday%3600)/60)); $diffsecond = ($modday%60); return round($diffday)." Day(s), ".round($diffhour)." Hour(s), ".round($diffminute,0)." Minute(s), ".round($diffsecond,0)." Second(s)."; } } ?>

2. Open \scp\tickets.php file, and find this code:

   21	require_once(INCLUDE_DIR.'class.banlist.php');

   after that code, add the following code:

   22 23 24

   // MOD Show Post#, SenderName, and Duration on Each Message by Masino Sinaga, July 20, 2009 require_once(INCLUDE_DIR.'class.duration.php'); // MOD Show Post#, SenderName, and Duration on Each Message by Masino Sinaga, July 20, 2009

3. Open \include\staff\viewticket.inc.php file, and find this code:

   274 275 276

   $msgres =db_query($sql); while ($msg_row = db_fetch_array($msgres)) { ?>

   replace with:

   274 275 276 277 278 279 280 281 282 283 284 285 286 287 288

   $msgres =db_query($sql); $i=1; while ($msg_row = db_fetch_array($msgres)) { if ($i!=1) { $dateend = $msg_row['created']; } else if ($i==1) { $datebegin = $msg_row['created']; $firstdate = $datebegin; $dateend = $msg_row['created']; } $lastdate = $dateend; $datediff = new Duration($datebegin,$dateend); $resultdiff=$datediff->Duration($datebegin,$dateend); $datebegin = $dateend; ?>

   find this code:

   288 289 290 291 292 293 294

   <table align="center" class="message" cellspacing="0" cellpadding="1" width="100%" border=0> <tr><th><?=Format::db_daydatetime($msg_row['created'])?></th></tr> <?if($msg_row['attachments']>0){ ?> <tr class="header"><td><?=$ticket->getAttachmentStr($msg_row['msg_id'],'M')?></td></tr> <?}?> <tr><td><?=Format::display($msg_row['message'])?>&nbsp;</td></tr> </table>

   replace with:

   288 289 290 291 292 293 294 295 296 297 298

   <table align="center" class="message" cellspacing="0" cellpadding="1" width="100%" border=0> <tr><th><?php echo "(#".$i.") "; echo Format::db_daydatetime($msg_row['created']); echo " - ".Format::htmlchars($ticket->getName()); ?></th> </tr> <?php if($msg_row['attachments']>0){ ?> <tr class="header"><td><?php echo $ticket->getAttachmentStr($msg_row['msg_id'],'M')?></td></tr> <?php }?> <tr><td> <?php echo Format::display($msg_row['message']); ?> </td></tr> <tr class="header"><td align="right"><?php echo "Duration: ".$resultdiff."<br />"; ?></td></tr> </table>

   find this code:

   305 306 307 308 309 310 311 312 313 314 315 316 317 318 319 320 321

   $resp =db_query($sql); while ($resp_row = db_fetch_array($resp)) { $respID=$resp_row['response_id']; ?> <table align="center" class="response" cellspacing="0" cellpadding="1" width="100%" border=0> <tr><th><?=Format::db_daydatetime($resp_row['created'])?>&nbsp;-&nbsp;<?=$resp_row['staff_name']?></th></tr> <?if($resp_row['attachments']>0){ ?> <tr class="header"> <td><?=$ticket->getAttachmentStr($respID,'R')?></td></tr> <?}?> <tr><td> <?=Format::display($resp_row['response'])?></td></tr> </table> <?} $msgid =$msg_row['msg_id']; }?> </div> </div>

   replace with:

   305 306 307 308 309 310 311 312 313 314 315 316 317 318 319 320 321 322 323 324 325 326 327 328 329 330 331 332 333 334 335 336 337 338 339 340 341 342 343 344 345 346 347 348

   $resp =db_query($sql); $j=1; while ($resp_row = db_fetch_array($resp)) { $i++; $respID=$resp_row['response_id']; $dateend = $resp_row['created']; $lastdate = $dateend; $datediff = new Duration($datebegin,$dateend); $resultdiff=$datediff->Duration($datebegin,$dateend); ?> <table align="center" class="response" cellspacing="0" cellpadding="1" width="100%" border=0> <tr><th><?php echo "(#".$i.") "; echo Format::db_daydatetime($resp_row['created'])?>&nbsp;-&nbsp;<?php echo $resp_row['staff_name']?></th> </tr> <?php if($resp_row['attachments']>0){ ?> <tr class="header"> <td><?php echo $ticket->getAttachmentStr($respID,'R')?></td></tr> <?php }?> <tr><td><?php echo Format::display($resp_row['response']); ?></td></tr> <tr class="header"><td align="right"><?php echo "Duration: ".$resultdiff."<br />"; ?></td></tr> </table> <?php $datebegin = $dateend; $j++; } $msgid =$msg_row['msg_id']; $i++; } $datediff = new Duration($firstdate,$lastdate); $resultdiff=$datediff->Duration($firstdate,$lastdate); ?> </div> </div> <?php $totalpost = $i-1; if ($ticket->getStatus()=='open') { echo "<div align='right'><br /><b>Total: ".$totalpost." post(s), Duration: ".$resultdiff."</b></div>"; $lastdate = date("Y-m-d H:i:s"); //userdate(); //date("Y-m-d H:i:s"); $datediff = new Duration($firstdate,$lastdate); $resultdiff=$datediff->Duration($firstdate,$lastdate); echo "<div align='right'><br /><b>Ticket still opened, Total Duration: ".$resultdiff."</b></div>"; } else { echo "<div align='right'><br /><b>Total: ".$totalpost." post(s), Duration: ".$resultdiff."</b></div>"; } ?>

Now you can see that there is post number, sender name, and time duration in each message of the current ticket thread. You can also see in the bottom of the ticket thread, duration total for that current ticket. At least, you will get warning especially about the duration total of the opened ticket, thus you can take the respond as quick as you can for that ticket number.