Alert Destination Department Members of Transfered Ticket in osTicket v1.6 RC5

There was an interesting request asked to myself about how to send email to the destination department members if a new transfered ticket has come to their department. You can see completely about this request from osTicket Discussion Forum. Well, now I have successfully created the modification for this purpose. You can also now define whether to enable or disable this feature on a Department basis via Admin Panel of your osTicket System, just in case not all department might require it.

1. First of all, alter your ost_department table by using this following SQL script. Please note that the ost_ is the table prefix name. It could be different with yours. In case it differs with yours, please adjust it by yourself, and please be kind of it!

   ALTER TABLE ost_department
   ADD COLUMN `transfer_auto_alert` tinyint(1) default 1 NOT NULL;

2. Open your \include\class.dept.php file, and find this code:

   116 117 118

   function autoRespONNewMessage() { return $this->row['message_auto_response']?true:false; }

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

   119 120 121 122 123

   // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 function autoRespONTransferTicket() { return $this->row['transfer_auto_alert']?true:false; } // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009

   Find again this code:

   252	',message_auto_response='.db_input($_POST['message_auto_response']).

   then replace with this following code:

   252 253

   ',message_auto_response='.db_input($_POST['message_auto_response']). ',transfer_auto_alert='.db_input($_POST['transfer_auto_alert']). // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009

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

   126 127 128

   <input type="radio" name="message_auto_response" value="0" <?=!$info['message_auto_response']?'checked':''?> />Disable </td> </tr>

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

   129 130 131 132 133 134 135 136

   <!-- MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 --> <tr><th>Auto Alert Ticket Transfer:</th> <td> <input type="radio" name="transfer_auto_alert" value="1" <?=$info['transfer_auto_alert']?'checked':''?> />Enable <input type="radio" name="transfer_auto_alert" value="0" <?=!$info['transfer_auto_alert']?'checked':''?> />Disable </td> </tr> <!-- MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 -->

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

   112 113 114 115 116 117

   if(!$errors && $ticket->transfer($_POST['dept_id'])){ $ticket->reload(); //dept manager changed! //Send out alerts?? - for now yes....part of internal note! $title='Dept. Transfer: '.$ticket->getDeptName().' to '.Dept::getNameById($_POST['dept_id']); $ticket->postNote($title,$_POST['message']); $msg='Ticket Transfered Sucessfully';

   then replace with this following code:

   112 113 114 115 116 117 118 119

   // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 if(!$errors && $ticket->transfer($_POST['dept_id'],$ticket->getDeptName(),Dept::getNameById($_POST['dept_id']))){ // Send out alerts?? - for now yes....part of internal note! // Now department members can also received an alert for incoming transfered ticket! $title='Dept. Transfer: '.$ticket->getDeptName().' to '.Dept::getNameById($_POST['dept_id']); $ticket->reload(); //dept manager changed! $ticket->postNote($title,$_POST['message']); $msg='Ticket Transfered Sucessfully';

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

   492 493 494 495 496 497 498 499 500 501 502 503

   //Dept Tranfer...with alert.. function transfer($deptId){ global $cfg; /* TODO: 1) Figure out what to do when ticket is assigned Is the assignee allowed to access target dept? (At the moment assignee will have access to the ticket anyways regardless of Dept) 2) Send alerts to new Dept manager/members?? 3) Other crap I don't have time to think about at the moment. */ return $this->setDeptId($deptId)?true:false; }

   then replace with this following code:

   492 493 494 495 496 497 498 499 500 501 502 503 504 505 506 507 508 509 510 511 512 513 514 515 516 517 518 519 520 521 522 523 524 525

   //Dept Tranfer...with alert.. function transfer($deptId,$oldDept,$newDept){ global $cfg; /* TODO: 1) Figure out what to do when ticket is assigned Is the assignee allowed to access target dept? (At the moment assignee will have access to the ticket anyways regardless of Dept) 2) Send alerts to new Dept manager/members?? (Yes, now your dreams come true! See MOD created by Masino Sinaga below!) 3) Other crap I don't have time to think about at the moment. */ //return $this->setDeptId($deptId)?true:false;   // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 if ($this->setDeptId($deptId)) { $this->dept_id = $deptId; $dept=$this->getDept(); if ($dept->autoRespONTransferTicket()) { $helpdesk_email=$cfg->getDefaultEmail(); $sqls = 'SELECT DISTINCT(email) FROM '.STAFF_TABLE.' WHERE dept_id = '.db_input($deptId); if (($ress=db_query($sqls)) && db_num_rows($ress)) { while(list($email)=db_fetch_row($ress)) { $helpdesk_email->send($email, 'New Transfered Ticket #'.$this->getExtId(), 'A new ticket #'.$this->getExtId().' has been transfered to your department (from '.$oldDept.' to '.$newDept.')!'); } } }else { Sys::log(LOG_WARNING,'autoRespONTransferTicket','Failed while getting autoRespONTransferTicket setting.'); } return true; } return false; // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 }

Hope it helps you.