Open Script Solution

Someone asked the question in osTicket Discussion Forum about how to disable close ticket feature on reply at the staff-side in osTicket System. Since nobody made it, then I created modification to make it happens. At the same time, I also modified for close ticket on post internal note. This modification will alter your department table by adding two new fields to store the setting for close ticket on reply and close ticket on post internal note. Thus, you can now define whether to enable or disable those both setting for the certain department in order whether to display or hide those options on the viewticket page from staff-side.

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 `can_close_on_reply` tinyint(1) default 1 NOT NULL,
   ADD COLUMN `can_close_on_internal_note` tinyint(1) default 1 NOT NULL;

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

   112	<tr class="header"><td colspan=2>Autoresponders</td></tr>

   before that line, please insert this following code:

   111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129

   <!-- MOD Can Close on Reply and Internal Note, by Masino Sinaga, Nov 4, 2009 --> <tr class="header"><td colspan=2>Close Ticket</td></tr> <tr class="subheader"><td colspan=2> Close Ticket will give the ability to department members (staff and manager) whether they can close the ticket on reply and on post internal note or not. </td> </tr> <tr><th>Can Close on Reply:</th> <td> <input type="radio" name="can_close_on_reply" value="1" <?=$info['can_close_on_reply']?'checked':''?> />Enable <input type="radio" name="can_close_on_reply" value="0" <?=!$info['can_close_on_reply']?'checked':''?> />Disable </td> </tr> <tr><th>Can Close on Internal Note:</th> <td> <input type="radio" name="can_close_on_internal_note" value="1" <?=$info['can_close_on_internal_note']?'checked':''?> />Enable <input type="radio" name="can_close_on_internal_note" value="0" <?=!$info['can_close_on_internal_note']?'checked':''?> />Disable </td> </tr> <!-- MOD Can Close on Reply and Internal Note, by Masino Sinaga, Nov 4, 2009 -->

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

   92 93 94

   function canAppendSignature() { return ($this->signature && $this->row['can_append_signature'])?true:false; }

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

   96 97 98 99 100 101 102 103 104

   // MOD Can Close on Reply and Internal Note, by Masino Sinaga, Nov 4, 2009 function canCloseOnReply() { return $this->row['can_close_on_reply']?true:false; }   function canCloseOnInternalNote() { return $this->row['can_close_on_internal_note']?true:false; } // MOD Can Close on Reply and Internal Note, by Masino Sinaga, Nov 4, 2009

   Find again this code:

   247	',can_append_signature='.db_input(isset($_POST['can_append_signature'])?1:0);

   then replace with this following code:

   247 248 249

   ',can_append_signature='.db_input(isset($_POST['can_append_signature'])?1:0). ',can_close_on_reply='.db_input($_POST['can_close_on_reply']). // MOD Can Close on Reply, by Masino Sinaga, Nov 4, 2009 ',can_close_on_internal_note='.db_input($_POST['can_close_on_internal_note']); // MOD Can Close on Internal Note, by Masino Sinaga, Nov 4, 2009

4. Open your \include\staff\viewticket.inc.php file, and find this code:

   328 329 330 331

   <div style="margin-top: 3px;"> <label for="ticket_status"><b>Ticket Status:</b></label> <? $checked=isset($info['ticket_status'])?'checked':''; //Staff must explicitly check the box to change status..

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

   327	<?php if ($dept->canCloseOnReply()) { // MOD Can Close for Dept basis, by Masino Sinaga, Nov 4, 2009 ?>

   Find again this code:

   337 338 339

   <input type="checkbox" name="ticket_status" value="Reopen" <?=$checked?> > Reopen on Reply <?}?> </div>

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

   340	<?php } ?>

   Find again this code:

   369 370 371 372

   <? //When the ticket is assigned Allow assignee, admin or ANY dept manager to close it if(!$ticket->isAssigned() || $thisuser->isadmin() || $thisuser->isManager() || $thisuser->getId()==$ticket->getStaffId()) { ?>

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

   373	<?php if ($dept->canCloseOnInternalNote()) { // MOD Can Close for Dept basis, by Masino Sinaga, Nov 4, 2009 ?>

   Find again this code:

   381 382 383

   <input type="checkbox" name="ticket_status" value="Reopen" <?=$checked?> > Reopen Ticket <?}?> </div>

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

   384	<?php } ?>

Have a nice code to you!