Add Forgot Ticket Number Feature into osTicket System v1.6 RC5

What would your client do if they forgot their ticket number? Especially when they wanted to check the ticket status after several days ago they received the email contains of that ticket number from your ticket system? In some ticket systems, they strongly recommended to re-open a new ticket immediately in order to get or know all of their ticket numbers (including the one they forgot, indeed), afterwards. In osTicket System version 1.6 RC5 (the last version I used until when I wrote this article), there was no feature about this. osTicket also recommend you to do the same way I mentioned above. So I made a modification by providing a new feature about Forgot Ticket Number? into osTicket System.

This modification will add a new link Forgot Ticket Number? beneath the Check Status button on your index.php file. Thus, when client forgot their ticket number, we assume they will click on this link, and after that, your client need to enter their email address and click the Send My Ticket List button in order to get their ticket number list. This page, actually, is the same page that we use if client want to check their ticket status. You can see upon the Forgot Ticket Number? link, the Ticket Status will be collapsed when the Forgot Ticket Number? section being expanded, and vice versa. Besides that, this modification also will add a new section inside the email templates in admin panel. You can define your own email template that sent to your client.

Screenshot: http://www.osticket.com/forums/showthread.php?t=2729

First of all, you have to add two new fields to your ost_email_template table in the database used by your osTicket system. Run the following SQL script. You may use phpMyAdmin or your another MySQL tools:
```
ALTER TABLE ost_email_template
ADD COLUMN `forgot_ticket_subj` varchar(255) NOT NULL,
ADD COLUMN `forgot_ticket_body` text NOT NULL;
```

Open index.php file, and find this code:

56
57

         <input type="submit" class="button2" value="Check Status">
    </fieldset>

and replace with:

         <input type="submit" class="button2" value="Check Status">
    </fieldset>
    <fieldset>
        <label>&nbsp;</label>
        <div class="forgotticketnumber"><a href="forgotticket.php">Forgot Ticket Number?</a></div>
    </fieldset>

Open \styles\main.css file, and find this code:

body {
  font-family:arial, helvetica, sans-serif;
  font-size:9pt;
  margin:0;
  padding:0;
  text-align:center;
}

after the last line of that code, please add this following code:

.forgotticketnumber {
    font-size:8pt;
    padding-right:0.1px;
    padding-left:140px;
}

Create a new file and copy this following code into the file and save it as forgotticket.php in your osTicket root directory:

<?php
 
/**
 * @desc Forgot Ticket Number
 * @author Masino Sinaga 
 * @copyright July 27, 2009
 */
 
require_once('main.inc.php');
if(!defined('INCLUDE_DIR')) die(LOGIN_FATAL_ERROR);
define('CLIENTINC_DIR',INCLUDE_DIR.'client/');
define('OSTCLIENTINC',TRUE); //make includes happy
require_once(INCLUDE_DIR.'class.client.php');
require_once(INCLUDE_DIR.'class.ticket.php');
 
include_once(INCLUDE_DIR.'class.email.php');
 
global $cfg;
 
$forgotmsg='Email required';
if($_POST && (!empty($_POST['femail']) )):
  $femail=trim($_POST['femail']);
 
 if(!$errors && Validator::is_email($femail)) {
 
  //$email= new Client($femail);
  $sqle='SELECT email, ticketID, name FROM '.TICKET_TABLE.
      ' WHERE email='.db_input($femail).' AND status = "open"';
  $respe=db_query($sqle);
  $ticketNumber = '';
  $countRec = db_num_rows($respe);
 
  if ($countRec > 0) {
    $i = 1;
    $nameForgot = '';
    while (list($email,$ticketID,$name) = db_fetch_row($respe)){
      if ($i==1) {
	  $ticketNumber .= $ticketID;
      } else {
          $ticketNumber .= ", ". $ticketID;	
      }
      $nameForgot = $name;
      $i++;
    }
 
    $tplId=$cfg->getDefaultTemplateId();
 
    $sql='SELECT forgot_ticket_subj,forgot_ticket_body FROM '.EMAIL_TEMPLATE_TABLE.
          ' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId);
    $resp=db_query($sql);
    if(db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){
      $body = str_replace("%name", $nameForgot, $body);
      $body = str_replace("%email", $email, $body);
      $body = str_replace("%ticketlist", $ticketNumber, $body);
 
      if(!$dept || !($email=$dept->getAutoRespEmail()))
         $email=$cfg->getDefaultEmail();
         if($email)
            $email->send($femail,$subj,$body);
         }
    require(CLIENTINC_DIR.'header.inc.php');
    echo "We have sent your ticket list. ";
    echo "Please check your email in a few minutes.";
    require(CLIENTINC_DIR.'footer.inc.php');
    exit;  
  } else {
    require(CLIENTINC_DIR.'header.inc.php');
    echo "<p align='center'>Sorry, but that email does not exist.";
    echo "<input name='back' type='Button' 
     value='Go Back' onclick='javascript:window.history.back()'>";
    require(CLIENTINC_DIR.'footer.inc.php');
    exit;    	
  }
 
} 
 
endif;
 
require(CLIENTINC_DIR.'header.inc.php');
require(CLIENTINC_DIR.'login.inc.php');
require(CLIENTINC_DIR.'footer.inc.php');
 
?>

Open \include\client\login.inc.php, and find this code:

5
6
7

$t=Format::htmlchars($_POST['lticket']?$_POST['lticket']:$_GET['t']); 
?>
<div>

replace that code with this following code:

$t=Format::htmlchars($_POST['lticket']?$_POST['lticket']:$_GET['t']);
$f=Format::htmlchars($_POST['femail']?$_POST['femail']:$_GET['f']); 
?>
 
<head>
<script type="text/javascript" >
<!--
function expand_collapse(divid,imgpath,imgname)
{if(document.getElementById(divid).style.display=='none')
{document.getElementById(divid).style.display='block';eval("document."+imgname+".src = imgpath + '/col-btn.gif'");}
else
{document.getElementById(divid).style.display='none';eval("document."+imgname+".src = imgpath + '/exp-btn.gif'");}}
//-->
</script> 
</head>
 
<div>

Find also this code:

28	<div style="margin:5px 0px 100px 0;text-align:center; width:100%;">

replace with the following code:

<div style="margin:5px 0px 100px 0;text-align:center; width:100%;">
 
<?php 
  $img = ($loginmsg=='')?'./images/exp-btn.gif':'./images/col-btn.gif';
  $disp = ($loginmsg=='')?'display:none':'display:true';	
  echo '<a href="javascript:void(0);" class="Button" onClick="javascript:expand_collapse(\'ticket_status\',\'./images\',\'email_ticket\');">Ticket Status&nbsp;<img src="'.$img.'" name="email_ticket"></a>';
  echo '<div id="ticket_status" style="'.$disp.'">';
?>

Find again this code:

41	<form action="login.php" method="post">