1. First of all, alter your ost_groups table by adding the three new fields called by using the following script into your osTicket database (please adjust the table prefix if you are using the different one with mine using ost_):

   ALTER TABLE `ost_groups` ADD COLUMN `can_post_reply` tinyint(1) UNSIGNED NOT NULL DEFAULT 1 AFTER `can_create_tickets`;
   ALTER TABLE `ost_groups` ADD COLUMN `can_post_internal_notes` tinyint(1) UNSIGNED NOT NULL DEFAULT 1 AFTER `can_post_reply`;
   ALTER TABLE `ost_groups` ADD COLUMN `can_assign_tickets` tinyint(1) UNSIGNED NOT NULL DEFAULT 1 AFTER `can_post_internal_notes`;

2. Open your /include/staff/group.inc.php file, and find this code:

           <tr><th>Can <b>Create</b> Tickets</th>
               <td>
                   <input type="radio" name="can_create_tickets"  value="1"   <?=$info['can_create_tickets']?'checked':''?> />Yes 
                   <input type="radio" name="can_create_tickets"  value="0"   <?=!$info['can_create_tickets']?'checked':''?> />No
                   &nbsp;&nbsp;<i>Ability to open tickets on behalf of users!</i>
               </td>
           </tr>

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

   <?php // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
           <tr><th>Can <b>Post Reply</b></th>
               <td>
                   <input type="radio" name="can_post_reply"  value="1"   <?=$info['can_post_reply']?'checked':''?> />Yes 
                   <input type="radio" name="can_post_reply"  value="0"   <?=!$info['can_post_reply']?'checked':''?> />No
                   &nbsp;&nbsp;<i>Ability to post replies!</i>
               </td>
           </tr>
           <tr><th>Can <b>Post Internal Notes</b></th>
               <td>
                   <input type="radio" name="can_post_internal_notes"  value="1"   <?=$info['can_post_internal_notes']?'checked':''?> />Yes 
                   <input type="radio" name="can_post_internal_notes"  value="0"   <?=!$info['can_post_internal_notes']?'checked':''?> />No
                   &nbsp;&nbsp;<i>Ability to post Internal Notes!</i>
               </td>
           </tr>
           <tr><th>Can <b>Assign</b> Tickets</th>
               <td>
                   <input type="radio" name="can_assign_tickets"  value="1"   <?=$info['can_assign_tickets']?'checked':''?> />Yes 
                   <input type="radio" name="can_assign_tickets"  value="0"   <?=!$info['can_assign_tickets']?'checked':''?> />No
                   &nbsp;&nbsp;<i>Ability to assign tickets!</i>
               </td>
           </tr>
   <?php // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

3. Open your /include/class.group.php file, and find this code:

                    ', can_create_tickets='.db_input($vars['can_create_tickets']).

   then replace it with this following code:

                    ', can_create_tickets='.db_input($vars['can_create_tickets']).
   // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012
   				 ', can_post_reply='.db_input($vars['can_post_reply']).
   				 ', can_post_internal_notes='.db_input($vars['can_post_internal_notes']).				 
   				 ', can_assign_tickets='.db_input($vars['can_assign_tickets']).
   // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012

4. Open your /include/class.staff.php file, and find this code:

       function canCreateTickets(){
           return ($this->isadmin() || $this->udata['can_create_tickets'])?true:false;
       }

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

   // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012
       function canPostReply(){
           return ($this->isadmin() || $this->udata['can_post_reply'])?true:false;    
       }
    
       function canPostInternalNotes(){
           return ($this->isadmin() || $this->udata['can_post_internal_notes'])?true:false;    
       }	
    
       function canAssignTickets(){
           return ($this->isadmin() || $this->udata['can_assign_tickets'])?true:false;    
       }
   // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012

5. Open your /include/staff/viewticket.inc.php file, and find this code:

               <div id="reply" class="tabbertab" align="left">
                   <h2>Post Reply</h2>

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

   <?php // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
            <?php if ($thisuser->canPostReply()) { ?>
   <?php // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

6. Still in the /include/staff/viewticket.inc.php file, find this code:

                           <p>
                               <div  style="margin-left: 50px; margin-top: 30px; margin-bottom: 10px;border: 0px;">
                                   <input class="button" type='submit' value='Post Reply' />
                                   <input class="button" type='reset' value='Reset' />
                                   <input class="button" type='button' value='Cancel' onClick="history.go(-1)" />
                               </div>
                           </p>
                       </form>                
                   </p>
               </div>

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

   <?php // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
            <?php } ?>
   <?php // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

7. Still in the /include/staff/viewticket.inc.php file, find this code:

               <div id="notes" class="tabbertab"  align="left">
                   <h2>Post Internal Note</h2>

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

   <?php // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
            <?php if ($thisuser->canPostInternalNotes()) { ?>
   <?php // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

8. Still in the /include/staff/viewticket.inc.php file, find this code:

                           <div style="margin-top: 3px;">
                               <b>Ticket Status:</b>
                               <?
                               $checked=($info && isset($info['ticket_status']))?'checked':''; //not selected by default.
                               if($ticket->isOpen()){?>
                               <label><input type="checkbox" name="ticket_status" id="ticket_status" value="Close" <?=$checked?> > Close Ticket</label>
                               <?}else{ ?>
                               <label><input type="checkbox" name="ticket_status" id="ticket_status" value="Reopen" <?=$checked?> > Reopen Ticket</label>
                               <?}?>
                           </div>
                           <?}?>
                           <p>
                               <div  align="left" style="margin-left: 50px;margin-top: 10px; margin-bottom: 10px;border: 0px;">
                                   <input class="button" type='submit' value='Submit' />
                                   <input class="button" type='reset' value='Reset' />
                                   <input class="button" type='button' value='Cancel' onClick="history.go(-1)" />
                               </div>
                           </p>
                       </form>
                   </p>
               </div>

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

   <?php // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
            <?php } ?>
   <?php // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

9. Still in the /include/staff/viewticket.inc.php file, find this code:

               <?
                //When the ticket is assigned Allow assignee, admin or ANY dept manager to reassign the ticket.
               if(!$ticket->isAssigned() || $thisuser->isadmin()  || $thisuser->isManager() || $thisuser->getId()==$ticket->getStaffId()) {
                    ?>
               <div id="assign" class="tabbertab"  align="left">
    
                   <h2><?=$staff?'Re Assign Ticket':'Assign to Staff'?></h2>

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

   <?php // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
            <?php if ($thisuser->canAssignTickets()) { ?>
   <?php // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

10. Still in the /include/staff/viewticket.inc.php file, find this code:

                            <p>
                                <div  style="margin-left: 50px; margin-top: 5px; margin-bottom: 10px;border: 0px;" align="left">
                                    <input class="button" type='submit' value='Assign' />
                                    <input class="button" type='reset' value='Reset' />
                                    <input class="button" type='button' value='Cancel' onClick="history.go(-1)" />
                                </div>
                            </p>
                        </form>
                    </p>
                </div>
                <?}?>

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

    <?php // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
             <?php } ?>
    <?php // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

Hopefully you find it useful.

1. First of all, alter your ost_config table by adding a new field called allow_mandatory_attachments by using the following script into your osTicket database (please adjust the table prefix if you are using the different one with mine using ost_):

   ALTER TABLE `ost_config` ADD COLUMN `allow_mandatory_attachments` TINYINT(1)  NOT NULL DEFAULT '0' AFTER `allow_attachments`;

2. Open your /include/client/open.inc.php file, and find this code (you will never find this code if you have not implemented the Multiple Attachments for Client Side of osTicket 1.6 RC5 mod above):

           <td>
               <!-- <input type="file" name="attachment"><font class="error">&nbsp;<?=$errors['attachment']?></font> -->
               <input id="my_file_element" type="file" name="file_1" ><font class="error">&nbsp;<?=$errors['file_1']?></font>
           </td>

   then replace it with this following code:

           <td>
               <!-- <input type="file" name="attachment"><font class="error">&nbsp;<?=$errors['attachment']?></font> -->
               <input id="my_file_element" type="file" name="file_1" value="document.getElementById( 'my_file_element' )"><font class="error">
   			<?php // MOD Mandatory Attachments, by Masino Sinaga, October 8, 2011  
   			if ($cfg->allowMandatoryAttachments()) { 
   			  echo '&nbsp;*'; 
   			} else { 
   			  echo ''; 
   			} 
   			// MOD Mandatory Attachments, by Masino Sinaga, October 8, 2011 ?>&nbsp;<?=$errors['file_1']
   			?>
   			</font>
           </td>

3. Open your /include/class.ticket.php file, and find this code:

           $fields['message']  = array('type'=>'text',     'required'=>1, 'error'=>'Message required');

   after that line, please insert this following code:

           // MOD Mandatory Attachments, by Masino Sinaga, October 8, 2011
           if ($cfg->allowAttachments() && $cfg->allowMandatoryAttachments()) {
             $totalsize=0;
             foreach($_FILES as $file) {
               if ($file['name']!='') {
                  $totalsize = $totalsize + $file['size'];
               }
             }
             if ($totalsize==0) {
                $fields['file_1']  = array('type'=>'string',     'required'=>1, 'error'=>'Attachment file(s) required');
             }
           }
           // MOD Mandatory Attachments, by Masino Sinaga, October 8, 2011

   So here is the idea for this mod. First of all, we checked whether the system is allowing the attachments and the mandatory attachments. Secondly, it will check the file size of the attachments in order to make sure the current ticket has the attachments file attached to it. If the conditions in first step are met but the file size is equal with zero, then system reject or cancel the submission and inform the client of a missing attachment.

4. Open your /include/class.config.php file, and find this code:

       function allowAttachments() {
           return $this->config['allow_attachments']?true:false;
       }

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

       // MOD Mandatory Attachments, by Masino Sinaga, October 8, 2011
       function allowMandatoryAttachments() {
           return $this->config['allow_mandatory_attachments']?true:false;
       }
       // MOD Mandatory Attachments, by Masino Sinaga, October 8, 2011

5. Open your /include/staff/attachment.inc.php file, and find this code:

             <tr>
               <th width="165">Allow Attachments:</th>
               <td>
                 <input type="checkbox" name="allow_attachments" <?=$config['allow_attachments'] ?'checked':''?>><b>Allow Attachments</b>
                   &nbsp; (<i>Global Setting</i>)
                   &nbsp;<font class="error">&nbsp;<?=$errors['allow_attachments']?></font>
               </td>
             </tr>

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

             <?php // MOD Mandatory Attachments, by Masino Sinaga, October 8, 2011 ?>
             <tr>
               <th width="165">Mandatory Attachments:</th>
               <td>
                 <input type="checkbox" name="allow_mandatory attachments" <?=$config['allow_mandatory_attachments'] ?'checked':''?>><b>Allow Mandatory Attachments</b>  &nbsp;<font class="error">&nbsp;<?=$errors['allow_mandatory_attachments']?></font>
               </td>
             </tr>
             <?php // MOD Mandatory Attachments, by Masino Sinaga, October 8, 2011 ?>

6. Open your /scp/admin.php file, and find this code:

                  $sql= 'UPDATE '.CONFIG_TABLE.' SET allow_attachments='.db_input(isset($_POST['allow_attachments'])?1:0).
                       ',upload_dir='.db_input($_POST['upload_dir']).

   then replace it with this following code:

                  $sql= 'UPDATE '.CONFIG_TABLE.' SET allow_attachments='.db_input(isset($_POST['allow_attachments'])?1:0).
                        ',allow_mandatory_attachments='.db_input(isset($_POST['allow_mandatory_attachments'])?1:0). // MOD Mandatory Attachments, by Masino Sinaga, October 8, 2011
                       ',upload_dir='.db_input($_POST['upload_dir']).

Once again, I remind you, please do not forget to set Mandatory Attachments after implementing the modification code above. Go to your Admin Panel -> Settings -> Attachments, and give a tick mark at the “Mandatory Attachments” -> “Allow Mandatory Attachments”, and save the settings, afterwards you will be able to allow the mandatory attachments for your client on submitting a ticket via your osTicket system.

1. Open your /include/staff/viewticket.inc.php file, and find this code:

           <div class="tabber">

   after that line, insert this following code:

       <?php // Begin of MOD List Attachment Files in View Ticket, by Masino Sinaga, September 12, 2011 ?>
   	<?php if ($ticket->checkAttachments()) { ?>
       <div id="attachments" class="tabbertab">
         <h2>Attachments</h2>		
           <table align="center" class="message" cellspacing="0" cellpadding="1" width="100%" border=0>
            <tr class="header"><td><?=$ticket->getAttachments($id)?></td></tr> 
   		</table>
       </div>
   	<?php } ?>
   	<?php // End of MOD List Attachment Files in View Ticket, by Masino Sinaga, September 12, 2011 ?>

2. Open your /include/class.ticket.php file, and find this code:

       function getAttachmentStr($refid,$type){

   before that line, insert this following code:

       // Begin of MOD List Attachment Files in View Ticket, by Masino Sinaga, September 8, 2011
       function getAttachments($refid){        
           $sql ='SELECT attach_id,ref_id,file_size,file_name FROM '.TICKET_ATTACHMENT_TABLE.
                ' WHERE deleted=0 AND ticket_id='.db_input($this->getId()). ' ORDER BY attach_id DESC';
           $res=db_query($sql);
           if($res && db_num_rows($res)){
               while(list($id,$refid,$size,$name)=db_fetch_row($res)){
                   $hash=MD5($this->getId()*$refid.session_id());
                   $size=Format::file_size($size);
                   $name=Format::htmlchars($name);
                   $attachstr .= "<a class='Icon file' href='attachment.php?id=$id&ref=$hash' target='_blank'><b>$name</b></a>&nbsp;(<i>$size</i>)&nbsp;&nbsp;<br />";
               }
           }
           return ($attachstr);
       }
    
       function checkAttachments() {
           $sql ='SELECT file_name FROM '.TICKET_ATTACHMENT_TABLE.
                ' WHERE deleted=0 AND ticket_id='.db_input($this->getId());
           $res=db_query($sql);
           if($res && db_num_rows($res)){
              return TRUE;
           } else {
              return FALSE;
           }
       }
       // End of MOD List Attachment Files in View Ticket, by Masino Sinaga, September 8, 2011

1. Open your /include/staff/viewticket.inc.php file, and find this code:

   <div id='ticketnotes' style="display:<?=$display?>;text-align:center;">

   then replace it with this following code:

   <div id='ticketnotes' style="display:none;text-align:center;">

2. Still in the same file above, find again this code:

   <div id="ticketthread">

   then replace it with this following code:

   <div id="ticketthread" style="display:none">

Hope it helps.

1. First of all, alter your ost_ticket table by adding a new field called time_spent by using the following script into your osTicket database (please adjust the table prefix if you are using the different one with mine using ost_):

   ALTER TABLE `ost_ticket` ADD COLUMN `time_spent` FLOAT(4,2)  NOT NULL DEFAULT '0.00' AFTER `closed`;

2. Open your /include/staff/viewticket.inc.php file, and find this code:

                                   <?if($appendDeptSig) {?>
                                   <label><input type="radio" name="signature" value="dept" <?=$info['signature']=='dept'?'checked':''?> > Dept Signature</label>
                                   <?}?>
                              </div>
                            <?}?>
                           <div style="margin-top: 3px;">

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

   <?php if($ticket->isOpen()) { ?>
   <br />
   <label for="current_time_spent"><b>Current Time Spent:</b></label> <?php echo $ticket->getTimeSpent().'<br />'; // show the current time spent (if any) ?>
   <label for="time_spent"><b>Time Spent:</b></label>
   <input type="text" name="time_spent" size="5"
       value="<?php if(isset($_POST['time_spent'])) echo $_POST['time_spent'];?>" />
   (0.75 = 45 minutes)
   <br />
   <?php } ?>

3. Open your /include/class.ticket.php file, and find this code:

       var $overdue;

   after that line, insert this following code:

       var $timeSpent;

4. Still in the /include/class.ticket.php, find again this code:

   $this->overdue =$row['isoverdue'];

   after that line, insert this following code:

   $this->timeSpent = $row['time_spent'];

5. Still in the /include/class.ticket.php file, find again this code:

       function getStatus(){
           return $this->status;
       }

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

       function getTimeSpent(){
   		return $this->formatTime($this->timeSpent);
       }
    
       function formatTime($time){
           if($time < 1){
               $formatted = $time*60;
               $formatted .= ' Minutes';
           }else if ($time == 1){
               $formatted = $time.' Hour';
           }else{
               $formatted = $time.' Hours';
           }
           return $formatted;
       }
    
       function timeSpent($time){
           if(empty($time)){
               $time = 0.00;
           }else{
               if(!is_numeric($time)){
                   $time = 0.25;
               }else{
                   $time = round($time,2);
               }
           }
           $sql = 'UPDATE '.TICKET_TABLE.' SET time_spent='.db_input($time).' WHERE ticket_id='.db_input($this->getId());
           return (db_query($sql) && db_affected_rows())?true:false; 
       }

6. Open your /scp/tickets.php file, and find this code:

                   if(isset($_POST['ticket_status']) && $_POST['ticket_status']) {

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

                  $ticket->timeSpent($_POST['time_spent']);

7. Still in the /scp/tickets.php file, find again this code:

                   if(isset($_POST['ticket_status']) && $_POST['ticket_status']){

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

                  $ticket->timeSpent($_POST['time_spent']);

8. Updated: the next step, we will add an additional column in the ticket list page named Time Spent.
   Open your /include/staff/tickets.inc.php file, and find this code:

   $qselect = 'SELECT DISTINCT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,email,dept_name '.
              ',ticket.status,ticket.source,isoverdue,isanswered,ticket.created,pri.* ,count(attach.attach_id) as attachments ';

   then replace it with this following code:

   $qselect = 'SELECT DISTINCT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,email,dept_name '.
              ',ticket.status,ticket.source,isoverdue,isanswered,ticket.created,pri.* ,count(attach.attach_id) as attachments, time_spent ';

   Find again this code:

               <th width="180" >From</th>

   then replace it with this following code:

               <th width="120" >From</th>
               <th width="160" >Time Spent</th>

   Find again this code:

                   <td nowrap><?=Format::truncate($row['name'],22,strpos($row['name'],'@'))?>&nbsp;</td>

   after that line, insert this following code:

                   <?php require_once(INCLUDE_DIR.'class.ticket.php'); ?>
                   <?php $ticket= new Ticket($row['ticket_id']); ?>
                   <?php $the_time_spent = $ticket->getTimeSpent(); ?>
                   <td nowrap><?php echo $the_time_spent;?>&nbsp;</td>

9. Updated on November 14, 2011: This following step will add the ability of summing of time. As we know, the existing condition will overide the old value with the new value. With the new condition below, now each staff input the new value, then the new value will be summed to the old value. Let’s get started now! Open your /include/staff/viewticket.inc.php file, and find this code:

   <label for="current_time_spent"><b>Current Time Spent:</b></label> <?php echo $ticket->getTimeSpent().'<br />'; // show the current time spent (if any) ?>

   then replace it with this following code:

   <label for="current_time_spent"><b>Current Time Spent:</b></label> <?php echo $ticket->getTimeSpent().' ('.$ticket->getRealTimeSpent().')<br />'; // show the current time spent (if any) ?>

10. Updated on November 14, 2011: Open your /include/class.ticket.php file, and find this code:

    	function getTimeSpent() {
    		return $this->formatTime($this->timeSpent);
    	}

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

    	function getRealTimeSpent() {
    		return $this->timeSpent;
    	}

11. Updated on November 14, 2011: Still in the /include/class.ticket.php file, find again this code:

            $sql = 'UPDATE '.TICKET_TABLE.' SET time_spent='.db_input($time).' WHERE ticket_id='.db_input($this->getId());

    then replace it with this following code:

            $sql = 'UPDATE '.TICKET_TABLE.' SET time_spent=time_spent+'.db_input($time).' WHERE ticket_id='.db_input($this->getId());

    That SQL code above will sum up the existing time value with the new time value.

Enjoy the result, everyone!

1. Open your /styles/main.css file, and find this code:

   111 112 113 114 115 116 117 118 119 120 121

   #nav li a { height:24px; line-height:24px; display:block; float:left; padding-left:25px; margin:0 10px 0 10px; text-decoration:none; font-weight:bold; float:right; }

   then replace with this following code:

   111 112 113 114 115 116 117 118 119 120 121

   #nav li a { height:24px; line-height:24px; display:block; float:left; padding-left:25px; margin:0 10px 0 10px; text-decoration:none; font-weight:bold; float:left; }

2. Open your /include/client/header.inc.php file, and find this code:

   19 20 21 22 23 24 25 26 27 28 29

   <ul id="nav"> <? if($thisclient && is_object($thisclient) && $thisclient->isValid()) {?> <li><a class="log_out" href="logout.php">Log Out</a></li> <li><a class="my_tickets" href="tickets.php">My Tickets</a></li> <?}else {?> <li><a class="ticket_status" href="tickets.php">Ticket Status</a></li> <?}?> <li><a class="new_ticket" href="open.php">New Ticket</a></li> <li><a class="home" href="index.php">Home</a></li> </ul>

   then replace with this following code:

   19 20 21 22 23 24 25 26 27 28 29

   <ul id="nav"> <li><a class="home" href="index.php">Home</a></li> <li><a class="new_ticket" href="open.php">New Ticket</a></li> <? if($thisclient && is_object($thisclient) && $thisclient->isValid()) {?> <li><a class="my_tickets" href="tickets.php">My Tickets</a></li> <li><a class="log_out" href="logout.php">Log Out</a></li> <?}else {?> <li><a class="ticket_status" href="tickets.php">Ticket Status</a></li> <?}?> </ul>

That’s all. Enjoy the code!

1. Open /include/staff/login.tpl.php file, and find this code:

   11	<body id="loginBody">

   then replace with this following code:

   11	<body id="loginBody" onload="document.frmLogin.username.focus()">

   Find again this code:

   16	<form action="login.php" method="post">

   then replace with this following code:

   16	<form name="frmLogin" action="login.php" method="post">

Now each time you open or visit the login form page in your osTicket system, then you do not have to move your mouse and click the username textbox. Enjoy it!

1. Open your /include/staff/editticket.inc.php file, and find this code:

   36	<input type='hidden' name='a' value='update'>

   after that line, please insert this following code:

   37 38 39

   <?php // Begin of MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010 ?> <input type="hidden" name="start_time" value="<?php echo date('Y-m-d H:i:s'); ?>"> <?php // End of MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010 ?>

2. Open your /include/class.ticket.php file, and find this code:

   1183	function update($var,&$errors) {

   then replace with this following code:

   1183	function update($var,&$errors,$start_time) { // MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010

   Find again this code:

   1249	$this->postNote('Ticket Edit',$var['note']);

   then replace with this following code:

   1249	$this->postNote('Ticket Edit',$var['note'],'true','',$start_time); // MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010

3. Open your /scp/tickets.php file, and find this code:

   216	elseif($ticket->update($_POST,$errors)){

   then replace with this following code:

   216	elseif($ticket->update($_POST,$errors,$_POST['start_time'])){ // MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010

Now you should not receive SQL error anymore after editing a ticket if you implement the Auto Staff Time Sheet modification that I created above. Have a nice code, everyone!

1. First of all, you have to alter your ost_config table by adding four additional new fields into it, simply by executing this following SQL script into your osTicket database. Please note that in this example, I use ost_ as the table prefix. Adjust it in case it differs with yours:

   ALTER TABLE ost_config 
   ADD COLUMN `closed_alert_active` tinyint(1) default 0 NOT NULL,
   ADD COLUMN `closed_alert_assigned` tinyint(1) default 0 NOT NULL,
   ADD COLUMN `closed_alert_dept_manager` tinyint(1) default 0 NOT NULL,
   ADD COLUMN `closed_alert_dept_members` tinyint(1) default 0 NOT NULL;

2. You also have to alter the ost_email_template by adding two new fields in order to create new email template for closing alert ticket. Simply run this following SQL script to your osTicket database as well as the first step above:

   ALTER TABLE ost_email_template 
   ADD COLUMN `ticket_closed_subj` varchar(255) default '' NOT NULL,
   ADD COLUMN `ticket_closed_body` text NOT NULL;

3. Open your /include/staff/preference.inc.php file, and find this code:

   478 479 480

   <input type="checkbox" name="overdue_alert_dept_members" <?=$config['overdue_alert_dept_members']?'checked':''?>> Department Members (spammy) </td> </tr>

   after that line, please insert this following code:

   482 483 484 485 486 487 488 489 490 491 492 493

   <?php // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?> <tr><th valign="top">Closed Ticket Alert:</th> <td> <input type="radio" name="closed_alert_active" value="1" <?=$config['closed_alert_active']?'checked':''?> />Enable <input type="radio" name="closed_alert_active" value="0" <?=!$config['closed_alert_active']?'checked':''?> />Disable <br><i>Admin Email gets an alert by default. Select additional recipients below</i>&nbsp;<font class="error">&nbsp;<?=$errors['closed_alert_active']?></font><br> <input type="checkbox" name="closed_alert_assigned" <?=$config['closed_alert_assigned']?'checked':''?>> Assigned Staff <input type="checkbox" name="closed_alert_dept_manager" <?=$config['closed_alert_dept_manager']?'checked':''?>> Department Manager <input type="checkbox" name="closed_alert_dept_members" <?=$config['closed_alert_dept_members']?'checked':''?>> Department Members (spammy) </td> </tr> <?php // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?>

4. Open your /include/class.config.php file, and find this code:

   376 377 378

   function alertDeptMembersONOverdueTicket() { return $this->config['overdue_alert_dept_members']?true:false; }

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

   380 381 382 383 384 385 386 387 388 389 390 391 392 393 394 395 396

   // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 function alertONClosedTicket() { return $this->config['closed_alert_active']?true:false; }   function alertAssignedONClosedTicket() { return $this->config['closed_alert_assigned']?true:false; }   function alertDeptManagerONClosedTicket() { return $this->config['closed_alert_dept_manager']?true:false; }   function alertDeptMembersONClosedTicket() { return $this->config['closed_alert_dept_members']?true:false; } // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010

   Find again this code:

   511 512 513 514 515 516

   if($var['note_alert_active'] && (!isset($var['note_alert_laststaff']) && !isset($var['note_alert_assigned']) && !isset($var['note_alert_dept_manager']))){ $errors['note_alert_active']='No target recipient(s) selected'; }

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

   518 519 520 521 522 523 524 525

   // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 if($var['closed_alert_active'] && (!isset($var['closed_alert_assigned']) && !isset($var['closed_alert_dept_manager']) && !isset($var['closed_alert_dept_members']))){ $errors['closed_alert_active']='No target recipient(s) selected'; } // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010

   Find again this code:

   599	',overdue_alert_dept_members='.db_input(isset($var['overdue_alert_dept_members'])?1:0).

   replace with this following code:

   599 600 601 602 603 604 605

   ',overdue_alert_dept_members='.db_input(isset($var['overdue_alert_dept_members'])?1:0). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ',closed_alert_active='.db_input($var['closed_alert_active']). ',closed_alert_assigned='.db_input(isset($var['closed_alert_assigned'])?1:0). ',closed_alert_dept_manager='.db_input(isset($var['closed_alert_dept_manager'])?1:0). ',closed_alert_dept_members='.db_input(isset($var['closed_alert_dept_members'])?1:0). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010

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

   385 386 387 388 389 390 391

   //Close the ticket function close(){   $sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',staff_id=0,isoverdue=0,duedate=NULL,updated=NOW(),closed=NOW() '. ' WHERE ticket_id='.db_input($this->getId()); return (db_query($sql) && db_affected_rows())?true:false; }

   then replace with this following code:

   385 386 387 388 389 390 391 392 393 394 395 396 397 398 399 400 401 402 403 404 405 406 407 408 409 410 411 412 413 414 415 416 417 418 419 420 421 422 423 424 425 426 427 428 429 430 431 432 433 434 435 436 437 438 439 440 441 442 443 444 445 446 447 448 449 450 451 452

   //Close the ticket function close(){ global $cfg; $sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',staff_id=0,isoverdue=0,duedate=NULL,updated=NOW(),closed=NOW() '. ' WHERE ticket_id='.db_input($this->getId()); //return (db_query($sql) && db_affected_rows())?true:false;   // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 NOT FINISHED YET if(db_query($sql) && db_affected_rows()) { //echo $sql; $dept=$this->getDept();   if(!$dept || !($tplId=$dept->getTemplateId())) $tplId=$cfg->getDefaultTemplateId();   //if requested && enabled fire nasty alerts. if($cfg->alertONClosedTicket()){ $sql='SELECT ticket_closed_subj,ticket_closed_body FROM '.EMAIL_TEMPLATE_TABLE. ' WHERE cfg_id='.db_input($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($subj);   if(!($email=$cfg->getAlertEmail())) $email=$cfg->getDefaultEmail();   if($email && $email->getId()) { //Fire and email to admin. No questions asked. $alert = str_replace("%staff",'Admin',$body); $email->send($cfg->getAdminEmail(),$subj,$alert);   /*** Build list of recipients and fire the alerts ***/ $recipients=array(); //Assigned staff... if any if($this->isAssigned() && $cfg->alertAssignedONClosedTicket()){ $recipients[]=$this->getStaff(); }elseif($cfg->alertDeptMembersONClosedTicket()){ //Alert assigned or dept members not both //All dept members. $sql='SELECT staff_id FROM '.STAFF_TABLE.' WHERE dept_id='.db_input($dept->getId()); if(($users=db_query($sql)) && db_num_rows($users)) { while(list($id)=db_fetch_row($users)) $recipients[]= new Staff($id); //possible mem issues with a large number of staff? } } //Always blame the manager if($cfg->alertDeptManagerONClosedTicket() && $dept) { $recipients[]=$dept->getManager(); } //Ok...we are ready to go.... $sentlist=array(); foreach( $recipients as $k=>$staff){ if(!$staff || !is_object($staff) || !$staff->isAvailable()) continue; if(in_array($staff->getEmail(),$sentlist)) continue; //avoid duplicate emails. $alert = str_replace("%staff",$staff->getFirstName(),$body); $email->send($staff->getEmail(),$subj,$alert); } } }else { Sys::log(LOG_WARNING,'Template Fetch Error',"Unable to fetch 'closed' alert template #$tplId"); } } return true; } return false; // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 NOT FINISHED YET   }

6. Open your /include/staff/template.inc.php file, and find this code:

   173 174 175 176 177

   <tr> <th>Message Body:</th> <td><textarea rows="7" cols="75" name="ticket_overdue_body"><?=$tpl['ticket_overdue_body']?></textarea> &nbsp;<font class="error">&nbsp;<?=$errors['ticket_overdue_body']?></font></td> </tr>

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

   179 180 181 182 183 184 185 186 187 188 189 190 191 192 193

   <?php // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?> <tr class="header"><td colspan=2 >Closed Ticket Alert/Notice</td></tr> <tr class="subheader"><td colspan=2 >Alert sent to staff on closed tickets.</td></tr> <tr> <th>Subject</th> <td> <input type="text" size="65" name="ticket_closed_subj" value="<?=$tpl['ticket_closed_subj']?>"> &nbsp;<font class="error">&nbsp;<?=$errors['ticket_closed_subj']?></font></td> </tr> <tr> <th>Message Body:</th> <td><textarea rows="7" cols="75" name="ticket_closed_body"><?=$tpl['ticket_closed_body']?></textarea> &nbsp;<font class="error">&nbsp;<?=$errors['ticket_closed_body']?></font></td> </tr> <?php // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?>

7. Open your /include/class.msgtpl.php file, and find this code:

   104 105

   $fields['ticket_overdue_subj'] = array('type'=>'string', 'required'=>1, 'error'=>'Subject required'); $fields['ticket_overdue_body'] = array('type'=>'string', 'required'=>1, 'error'=>'Template message required');

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

   107 108 109 110

   // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 $fields['ticket_closed_subj'] = array('type'=>'string', 'required'=>1, 'error'=>'Subject required'); $fields['ticket_closed_body'] = array('type'=>'string', 'required'=>1, 'error'=>'Template message required'); // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010

   Find again this code:

   143	',ticket_overdue_body='.db_input(Format::striptags($var['ticket_overdue_body'])).

   then replace with this following code:

   143 144 145 146 147

   ',ticket_overdue_body='.db_input(Format::striptags($var['ticket_overdue_body'])). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ',ticket_closed_subj='.db_input(Format::striptags($var['ticket_closed_subj'])). ',ticket_closed_body='.db_input(Format::striptags($var['ticket_closed_body'])). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010

   Find again this code:

   213	',ticket_overdue_body='.db_input(Format::striptags($info['ticket_overdue_body'])).

   then replace with this following code:

   213 214 215 216 217

   ',ticket_overdue_body='.db_input(Format::striptags($info['ticket_overdue_body'])). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ',ticket_closed_subj='.db_input(Format::striptags($info['ticket_closed_subj'])). ',ticket_closed_body='.db_input(Format::striptags($info['ticket_closed_body'])). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010

That’s all for the modification!

After you completed doing that modification, now you HAVE TO define the email template that will be sent to the staff when a ticket is closed. You can set it up via: Admin Panel -> Emails -> Templates, and then fill in the Closed Ticket Alert: directive.

For instance, in the Subject: directive, please fill ini with this:

Closed Ticket Alert

and in the Body: directive, fill in with this template:

A ticket, #%ticket assigned to you or in your department has been closed.
 
%url/scp/tickets.php?id=%id
 
Thank you for your kindly cooperation so far.
 
- Support Ticket System - powered by osTicket.

1. First of all, alter the ticket_attachment table by adding a new enum value, that is: “N” into ref_type field, besides the existing value: M and R. The N value means: Note or Internal Note in this case. And make sure you don’t miss this step!
2. Open \include\staff\viewticket.inc.php file, and find this code:

   219	<tr><td><?=Format::display($row['note'])?></td></tr>

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

   220 221 222 223

   <?php // added by Masino Sinaga, Februari 26, 2010, attachment on Internal Notes osTicket v1.6 ST ?> <tr class="header"> <td><?php echo $ticket->getAttachmentStr($row['note_id'],'N')?></td> </tr>

3. Find again this code:

   363 364 365 366 367

   <div style="margin-top: 3px;"> <label for="note" valign="top">Enter note content. <font class="error">*&nbsp;<?=$errors['note']?></font></label><br/> <textarea name="note" id="note" cols="80" rows="7" wrap="soft" style="width:90%"><?=$info['note']?></textarea> </div>

   after the last line of the code above, please add this following code:

   368 369 370 371 372 373 374

   <?php if($cfg->canUploadFiles()){ //TODO: may be allow anyways and simply email out attachment?? ?> <div style="margin-top: 3px;"> <label for="attachment" >Attach File:</label> <input type="file" name="attachment" id="attachment2" size=30px value="<?php echo $info['attachment']; ?>" /> <font class="error">&nbsp;<?php echo $errors['attachment']; ?></font> </div> <?php }?>

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

   173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193

   case 'postnote': $fields=array(); $fields['title'] = array('type'=>'string', 'required'=>1, 'error'=>'Title required'); $fields['note'] = array('type'=>'string', 'required'=>1, 'error'=>'Note message required'); $params = new Validator($fields); if(!$params->validate($_POST)) $errors=array_merge($errors,$params->errors());   if(!$errors && $ticket->postNote($_POST['title'],$_POST['note'])){ $msg='Internal note posted'; if(isset($_POST['ticket_status']) && $_POST['ticket_status']){ if($ticket->setStatus($_POST['ticket_status']) && $ticket->reload()){ $msg.=' and status set to '.($ticket->isClosed()?'closed':'open'); if($ticket->isClosed()) $page=$ticket=null; //Going back to main listing. } } }elseif(!$errors['err']) { $errors['err']='Error(s) occured. Unable to post the note.'; } break;

   then replace with this following code:

   173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207 208 209 210 211

   case 'postnote': $fields=array(); $fields['title'] = array('type'=>'string', 'required'=>1, 'error'=>'Title required'); $fields['note'] = array('type'=>'string', 'required'=>1, 'error'=>'Note message required'); $params = new Validator($fields); if(!$params->validate($_POST)) $errors=array_merge($errors,$params->errors());   // Added by Masino Sinaga, February 26, 2010 for attachment on Internal Notes //Check attachments restrictions. if($_FILES['attachment'] && $_FILES['attachment']['size']) { if(!$_FILES['attachment']['name'] || !$_FILES['attachment']['tmp_name']) $errors['attachment']='Invalid attachment'; elseif(!$cfg->canUploadFiles()) //TODO: saved vs emailed attachments...admin config?? $errors['attachment']='upload dir invalid. Contact admin.'; elseif(!$cfg->canUploadFileType($_FILES['attachment']['name'])) $errors['attachment']='Invalid file type'; }   // Added by Masino Sinaga, February 26, 2010 attachment on Internal Notes if(!$errors && ($noteID=$ticket->postNote($_POST['title'],$_POST['note'],$_POST['alert_assigned'],''))) { $msg='Internal note posted'; if(isset($_POST['ticket_status']) && $_POST['ticket_status']){ if($ticket->setStatus($_POST['ticket_status']) && $ticket->reload()){ $msg.=' and status set to '.($ticket->isClosed()?'closed':'open'); if($ticket->isClosed()) $page=$ticket=null; //Going back to main listing. } } // Added by Masino Sinaga, February 26, 2010, attachment on Internal Notes //Finally upload attachment if any if($_FILES['attachment'] && $_FILES['attachment']['size']){ $ticket->uploadAttachment($_FILES['attachment'],$noteID,'N'); }   }else{ $errors['err']=$errors['err']?$errors['err']:'Error(s) occured. Unable to post the note.'; } break;

That’s all. I have tested it, and everything seemed okay. Have a nice code!