Open Script Solution

This following modification will add an Auto Assigned Ticket feature into osTicket v1.6 RC5. You can now define the staff who will get an auto-assigned ticket based on his/her department. Each time a new ticket created, then that staff will automatically get auto assigned. Here is the modification that I created based on the same modification I create for osTicket v1.6 RC4.

1. First of all, make sure you have already implemented my another modification about Displaying Help Topic in New Ticket Form for Staff in osTicket v1.6 RC5. That modification is a prerequisite before doing the following modification below.
2. Download auto-assigned-ticket.zip file, extract it, there are two files inside, they are: helptopicsautoassignlist.inc.php and topicautoassign.inc.php. Copy those 2 files into your \include\staff\ of your osTicket sub directory.
3. Create a new table named ost_help_topic_auto_assign by using this following SQL script (adjust the prefix table name with yours, in this case, I used ost_):

   CREATE TABLE `ost_help_topic_auto_assign` (
     `auto_assign_id` int(11) NOT NULL auto_increment,
     `topic_id` int(11) NOT NULL,
     `dept_id` int(11) NOT NULL,
     `staff_id` int(10) NOT NULL,
     `created` datetime NOT NULL default '0000-00-00 00:00:00',
     `updated` datetime NOT NULL default '0000-00-00 00:00:00',
     PRIMARY KEY  (`auto_assign_id`)
   ) ENGINE=MyISAM AUTO_INCREMENT=1 DEFAULT CHARSET=latin1;

4. Open your main.inc.php file, and find this code:

   12	define('TOPIC_TABLE',TABLE_PREFIX.'help_topic');

   after that line, please insert this following code:

   13	define('TOPIC_AUTO_ASSIGN_TABLE',TABLE_PREFIX.'help_topic_auto_assign');

5. Open your \scp\admin.php file, and find this code:

   399 400

   case 'groups': include_once(INCLUDE_DIR.'class.group.php');

   before the first line of that code, please insert this following code:

   398 399 400 401 402 403 404 405 406 407 408 409 410 411 412 413 414 415 416 417 418 419

   case 'helptopicsautoassignlist': $do=strtolower($_POST['do']); switch($do){ case 'mass_process': if(!$_POST['tids'] || !is_array($_POST['tids'])) { $errors['err']='You must select at least one topic'; }else{ $count=count($_POST['tids']); $ids=implode(',',$_POST['tids']); if($_POST['delete']){ $sql='DELETE FROM '.TOPIC_AUTO_ASSIGN_TABLE.' WHERE auto_assign_id IN ('.$ids.')'; if(db_query($sql) && ($num=db_affected_rows())) $msg="$num of $count selected topic(s) deleted"; else $errors['err']='Unable to delete selected topics'; } } break; default: $errors['err']='Unknown Topic Action.'; } break;

   Find again this code:

   657 658 659 660 661 662 663 664 665 666 667 668 669 670 671

   case 'topics': require_once(INCLUDE_DIR.'class.topic.php'); $topic=null; $nav->setTabActive('topics'); $nav->addSubMenu(array('desc'=>'Help Topics','href'=>'admin.php?t=topics','iconclass'=>'helpTopics')); $nav->addSubMenu(array('desc'=>'Add New Topic','href'=>'admin.php?t=topics&a=new','iconclass'=>'newHelpTopic')); if(($id=$_REQUEST['id']?$_REQUEST['id']:$_POST['topic_id']) && is_numeric($id)) { $topic= new Topic($id); if(!$topic->load() && $topic->getId()==$id) { $topic=null; $errors['err']='Unable to fetch info on topic #'.$id; } } $page=($topic or ($_REQUEST['a']=='new' && !$topicID))?'topic.inc.php':'helptopics.inc.php'; break;

   then replace with this following code:

   657 658 659 660 661 662 663 664 665 666 667 668 669 670 671 672 673 674 675 676 677 678 679 680 681 682 683 684 685 686 687 688 689 690 691 692 693

   case 'topics': case 'topicautoassign': case 'helptopicsautoassignlist': require_once(INCLUDE_DIR.'class.topic.php'); $topic=null; $nav->setTabActive('topics'); $nav->addSubMenu(array('desc'=>'Help Topics','href'=>'admin.php?t=topics','iconclass'=>'helpTopics')); $nav->addSubMenu(array('desc'=>'Add New Topic','href'=>'admin.php?t=topics&a=new','iconclass'=>'newHelpTopic')); $nav->addSubMenu(array('desc'=>'Auto-Assign Help Topic','href'=>'admin.php?t=helptopicsautoassignlist','iconclass'=>'helpTopics')); switch(strtolower($_REQUEST['t'])){ case 'topics': default: if(($id=$_REQUEST['id']?$_REQUEST['id']:$_POST['topic_id']) && is_numeric($id)) { $topic= new Topic($id); if(!$topic->load() && $topic->getId()==$id) { $topic=null; $errors['err']='Unable to fetch info on topic #'.$id; } } $page=($topic or ($_REQUEST['a']=='new' && !$topicID))?'topic.inc.php':'helptopics.inc.php'; break; case 'helptopicsautoassignlist': $page='helptopicsautoassignlist.inc.php'; break; case 'topicautoassign': default: if(($id=$_REQUEST['id']?$_REQUEST['id']:$_POST['topic_id']) && is_numeric($id)) { $topic= new Topic($id); if(!$topic->load() && $topic->getId()==$id) { $topic=null; $errors['err']='Unable to fetch info on topic #'.$id; } } $page=($topic or ($_REQUEST['a']=='newedit' && !$topicID))?'topicautoassign.inc.php':'helptopicsautoassignlist.inc.php'; break; } break;

6. Open your \include\staff\helptopics.inc.php file, and find this code:

   19 20

   <th>Help Topic</th> <th>Status</th>

   then replace with this following code:

   19 20 21

   <th>Help Topic</th> <th>Auto Assign</th> <th>Status</th>

   Find again this code:

   42	<td><a href="admin.php?t=topics&id=<?=$row['topic_id']?>"><?=Format::htmlchars(Format::truncate($row['topic'],30))?></a></td>

   then replace with this following code:

   42 43

   <td><a href="admin.php?t=topics&id=<?php echo $row['topic_id']?>"><?php echo Format::htmlchars(Format::truncate($row['topic'],30))?></a></td> <td><a href="admin.php?t=topicautoassign&a=newedit&topic_id=<?php echo $row['topic_id'] ?>&dept_id=<?php echo $row['dept_id']; ?>">Add/Edit Auto Assign</a></td>

7. Open your \include\class.ticket.php, and find this code:

   1187	$topic=NULL;

   after that line, please insert this following code:

   1188 1189 1190 1191 1192 1193 1194 1195 1196 1197 1198

   // Begin of MOD Auto-Assigned Ticket, by Masino Sinaga, May 8, 2009 // Check this staff whether exists in help_topic_auto_assign table // and if exists then get this staff, but if not, no auto-assigned staff. $sqltas = 'SELECT tas.staff_id FROM '.TOPIC_AUTO_ASSIGN_TABLE.' tas WHERE tas.dept_id='.$deptId.' AND tas.topic_id='.$topicId; $restas = db_query($sqltas); while (list($staff_id)=db_fetch_row($restas)) { $staffid = $staff_id; } // End of MOD Auto-Assigned Ticket, by Masino Sinaga, May 8, 2009

   Find again this code:

   1245	',priority_id='.db_input($priorityId).

   then replace with this following code:

   1245 1246

   ',priority_id='.db_input($priorityId). ',staff_id='.db_input($staffid). // // MOD Auto Assigned Ticket by Masino Sinaga, October 28, 2009

That’s all. Hopefully this will be helpful.