There is an interesting feature request in osTicket Discussion Forum about how to send an email to an already assigned staff member to remind them to get on their tickets. To implement this new feature, I made a modification.
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Open \include\staff\viewticket.inc.php file, and find this code:
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<table align="center" class="ticketinfo" cellspacing="1" cellpadding="3" width="100%" border=0> <tr> <th>Assigned Staff:</th> <td><?=$staff?Format::htmlchars($staff->getName()):'- unassigned -'?></td> </tr>
then replace with this following code:
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<table align="center" class="ticketinfo" cellspacing="1" cellpadding="3" width="100%" border=0> <tr> <th>Assigned Staff:</th> <td><?php $assigned_staff=$staff?Format::htmlchars($staff->getName()):'- unassigned -'?> <?php echo $assigned_staff; ?> </td> </tr>find this code around line 135:
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</tr> </table> <div>
then replace with this following code:
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</tr> </table> <?php if ($assigned_staff!='- unassigned -') { ?> <form action="tickets.php?id=<?=$id?>" name="frmremindstaff" method="post" enctype="multipart/form-data"> <input type="hidden" name="ticket_id" value="<?=$id?>" /> <input type="hidden" name="a" value="remind" /> <input type="hidden" name="staffId" value="<? echo $staff->getId(); ?>" /> <input type="hidden" name="remind_message" value="Reminded" /> <input class="button" type='submit' value='Remind <?php echo $assigned_staff ?> for this ticket!' /> </form> <?php } ?> <div>
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Open \include\class.ticket.php file, and find this code:
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} ?>
before the first line of that code above, insert the following code:
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//Remind: staff function remindStaff($staffId,$message,$alertstaff=true) { global $thisuser,$cfg; $staff = new Staff($staffId); if(!$staff || !$staff->isAvailable() || !$thisuser) return false; // if($this->setStaffId($staff->getId())){ //Reopen the ticket if cloed. if($this->isClosed()) //Assigned ticket Must be open. $this->reopen(); //Send Notice + Message to assignee. (if directed) if($alertstaff && $staff->getId()!=$thisuser->getId()) { //No alerts for self assigned. //Send Notice + Message to assignee. $dept=$this->getDept(); // Updated by Masino Sinaga, before: $dept=$ticket->getDept(); if(!$dept || !($tplId=$dept->getTemplateId())) $tplId=$cfg->getDefaultTemplateId(); $sql='SELECT assigned_alert_subj,assigned_alert_body FROM '.EMAIL_TEMPLATE_TABLE. ' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId); if(($resp=db_query($sql)) && db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){ $body=$this->replaceTemplateVars($body); $subj=$this->replaceTemplateVars($subj); $body = str_replace('%note',$message,$body); $body = str_replace("%message", $message,$body); //Previous versions used message. if(!($email=$cfg->getAlertEmail())) $email=$cfg->getDefaultEmail(); if($email) { $email->send($staff->getEmail(),$subj,$body); } }else { Sys::log(LOG_WARNING,'Template Fetch Error',"Unable to fetch 'assigned' alert template #$tplId"); } } return true; // } // return false; }
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Open \scp\tickets.php file, and find this code:
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case 'assign': $fields=array();
before the first line of that code above, insert the following code:
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case 'remind': $fields=array(); $fields['staffId'] = array('type'=>'int', 'required'=>1, 'error'=>'Select assignee'); $fields['remind_message'] = array('type'=>'text', 'required'=>1, 'error'=>'Message required'); $params = new Validator($fields); if(!$params->validate($_POST)){ $errors=array_merge($errors,$params->errors()); } if(!$errors && $ticket->remindStaff($_POST['staffId'],$_POST['remind_message'])){ $msg="This staff has been reminded."; }else{ $errors['err']=$errors['err']?$errors['err']:'Unable to remind staff at the moment. Please try again later.'; } break;
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Open again \include\class.ticket.php file, and find this code:
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//Replace base variables. function replaceTemplateVars($text){ global $cfg;
then replace with this following code:
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//Replace base variables. function replaceTemplateVars($text){ global $cfg; global $thisuser;
find again this code:
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$search = array('/%id/','/%ticket/','/%email/','/%name/','/%subject/','/%topic/','/%phone/','/%status/','/%priority/', '/%dept/','/%assigned_staff/','/%createdate/','/%duedate/','/%closedate/','/%url/'); $replace = array($this->getId(), $this->getExtId(), $this->getEmail(), $this->getName(), $this->getSubject(), $this->getHelpTopic(), $this->getPhoneNumber(), $this->getStatus(), $this->getPriority(), ($dept?$dept->getName():''), ($staff?$staff->getName():''), Format::db_daydatetime($this->getCreateDate()), Format::db_daydatetime($this->getDueDate()), Format::db_daydatetime($this->getCloseDate()), $cfg->getBaseUrl());
then replace with this following code:
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$search = array('/%id/','/%ticket/','/%email/','/%name/','/%subject/','/%topic/','/%phone/','/%status/','/%priority/', '/%dept/','/%assigned_staff/','/%createdate/','/%duedate/','/%closedate/','/%url/','/%assignee/','/%assigner/'); $replace = array($this->getId(), $this->getExtId(), $this->getEmail(), $this->getName(), $this->getSubject(), $this->getHelpTopic(), $this->getPhoneNumber(), $this->getStatus(), $this->getPriority(), ($dept?$dept->getName():''), ($staff?$staff->getName():''), Format::db_daydatetime($this->getCreateDate()), Format::db_daydatetime($this->getDueDate()), Format::db_daydatetime($this->getCloseDate()), $cfg->getBaseUrl(), ($staff?$staff->getName():''), $thisuser->getUsername());
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