Staff Cannot View Ticket Until They Are Assigned in osTicket v1.6 RC5

Today I made a modification in order to give solution to one of the topics in osTicket Forum Discussion.

Here is the quote of that topic:

I dont want the user to see the ticket till they are assigned to it. Only Admin and Manager of that department can view the idea.

So basically something like that:
if(usergroup == admin)
view all tickets
else if(usergroup == manager)
view ticket of their dept only
else if(usergroup == staff)
view only tickets that are assigned to them

Here, admin/manager/staff are user group with group id 1/2/3

I am not sure where do I find the querry which I can change to have this implemented. This whole thing is for backend login users.

1. Open \include\staff\tickets.inc.php file, and find this code:

   82 83 84 85

   }else{ //limited depts....user can access tickets assigned to them regardless of the dept. $qwhere =' WHERE (ticket.dept_id IN ('.implode(',',$depts).') OR ticket.staff_id='.$thisuser->getId().')'; }

   then replace with this following code:

   82 83 84 85 86 87 88 89 90 91 92

   }else{ //limited depts....user can access tickets assigned to them regardless of the dept. //now only admin can access all tickets if ($thisuser->isadmin()) { $qwhere =' WHERE (ticket.dept_id IN ('.implode(',',$depts).') OR ticket.staff_id='.$thisuser->getId().')'; } elseif ($thisuser->isManager()) { // manager can access tickets belong to his/her dept. $qwhere =' WHERE (ticket.dept_id IN ('.implode(',',$depts).') )'; } else { // staff can only access the assigned tickets to him/her $qwhere =' WHERE (ticket.staff_id='.$thisuser->getId().')'; } } // modified by Masino Sinaga, September 30, 2009

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

   394 395 396

   if(!$thisuser->isAdmin()){ $sql.=' WHERE ticket.dept_id IN('.implode(',',$thisuser->getDepts()).') OR ticket.staff_id='.db_input($thisuser->getId()); }

   then replace with this following code:

   394 395 396 397 398 399 400 401 402

   /* Begin of MOD: Staff can only access the assigned tickets to him/her, by Masino Sinaga, Oct 17, 2009 */ if($thisuser->isAdmin()){ // there is no WHERE condition for Admin, he/she can see all tickets. } elseif ($thisuser->isManager()) { // manager can access tickets belong to his/her dept. $sql.=' WHERE (ticket.dept_id IN ('.implode(',',$depts).') )'; } else { // staff can only access the assigned tickets to him/her $sql.=' WHERE (ticket.staff_id='.$thisuser->getId().')'; } /* End of MOD: Staff can only access the assigned tickets to him/her, by Masino Sinaga, Oct 17, 2009 */

Hope it helps.