Open Script Solution » osTicket

How to Set Auto Focus on The Username TextBox in Staff Login Form of osTicket

Masino Sinaga — Mon, 01 Mar 2010 00:21:38 +0000

Each time I open the staff login form in osTicket, I have to move the mouse’s cursor and then clicking my mouse to the first textbox on that form in order to make it focus then ready to enter the login information. Unfortunately, this condition is really annoying me, although it looks like not too difficult to do this activity. It should be automatically set focus by system each time staff visit the page. So I modify the login form in staff panel in order to set focus automatically each time staff visit that page.

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!

Auto Staff Time Sheet in Editing Ticket of osTicket v1.6 RC5

Masino Sinaga — Sun, 28 Feb 2010 08:38:36 +0000

This following modification is the continuation of another modification that I created in the article: Add Auto Staff Time Sheet Feature into osTicket v1.6 RC5. Since I received the feedback from osTicket Discussion Forum that informed me about the SQL error after editing a ticket by staff, then I found that the original one need to be improved. So, here is the additional modification that you should apply if you want to avoid SQL error after implementing the first modification while editing a ticket. Please note that if you want to implement the modification in this article, first of all, you have to implement the original modification via that link above.

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

     // Begin of MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010 ?>
     echo date('Y-m-d H:i:s'); ?>">
     // End of MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010 ?>

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

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!

Closed Ticket Alert for All Department Members in osTicket v1.6 ST (Stable)

Masino Sinaga — Sat, 27 Feb 2010 11:23:46 +0000

It does make sense when a ticket is closed by your customer or client, then all department members will be automatically notified by your ticketing system via email. I made the modification to implement this requirement into osTicket v1.6 ST (Stable), including the related setting in order to enable or disable this feature, just in case whether this feature is necessary to be implemented, and sometimes it is not. Besides that, you will be able to define the email template for the notification that sent to your customer via Admin Panel. This modification also will answer the related question in osTicket Discussion Forum.

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;

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;
```

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

478
479
480

$config['overdue_alert_dept_members']?'checked':''?>> Department Members (spammy)

after that line, please insert this following code:

// Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?>

482 483 484 485 486 487 488 489 490 491 492 493	// Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?>
Closed Ticket Alert:	$config['closed_alert_active']?'checked':''?> />Enable !$config['closed_alert_active']?'checked':''?> />Disable Admin Email gets an alert by default. Select additional recipients below $errors['closed_alert_active']?> $config['closed_alert_assigned']?'checked':''?>> Assigned Staff $config['closed_alert_dept_manager']?'checked':''?>> Department Manager $config['closed_alert_dept_members']?'checked':''?>> Department Members (spammy)

 // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?>

Closed Ticket Alert:

$config['closed_alert_active']?'checked':''?> />Enable !$config['closed_alert_active']?'checked':''?> />Disable
Admin Email gets an alert by default. Select additional recipients below $errors['closed_alert_active']?>
$config['closed_alert_assigned']?'checked':''?>> Assigned Staff $config['closed_alert_dept_manager']?'checked':''?>> Department Manager $config['closed_alert_dept_members']?'checked':''?>> Department Members (spammy)

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:

// 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:

        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:

// 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:

            ',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

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

    //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:

    //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
 
    }

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

173 174 175 176 177
Message Body:	<span style="color: #000000; font-weight: bold;"><?=</span><span style="color: #000088;">$tpl</span><span style="color: #009900;">[</span><span style="color: #0000ff;">'ticket_overdue_body'</span><span style="color: #009900;">]</span><span style="color: #000000; font-weight: bold;">?></span> $errors['ticket_overdue_body']?>

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

// Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?>

179 180 181 182 183 184 185 186 187 188 189 190 191 192 193	// Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?>
Closed Ticket Alert/Notice
Alert sent to staff on closed tickets.
Subject	$tpl['ticket_closed_subj']?>"> $errors['ticket_closed_subj']?>
Message Body:	<span style="color: #000000; font-weight: bold;"><?=</span><span style="color: #000088;">$tpl</span><span style="color: #009900;">[</span><span style="color: #0000ff;">'ticket_closed_body'</span><span style="color: #009900;">]</span><span style="color: #000000; font-weight: bold;">?></span> $errors['ticket_closed_body']?>

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:

// 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:

                 ',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:

                 ',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.

Add Attachment on Internal Note in osTicket v1.6 ST (Stable)

Masino Sinaga — Fri, 26 Feb 2010 14:03:56 +0000

Since there are a little bit differences code in /scp/tickets.php file between osTicket v1.6 RC5 and osTicket v1.6 ST (Stable; the last version while I am writing this article), and also there is a new request to me from this post in osTicket Discussion Forums, then this following modification I made to be intended to those of you who want to implement the Attachment on Internal Note in osTicket v1.6 ST.

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!

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

219
Format::display($row['note'])?>

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

220 221 222 223	// added by Masino Sinaga, Februari 26, 2010, attachment on Internal Notes osTicket v1.6 ST ?>
echo $ticket->getAttachmentStr($row['note_id'],'N')?>

Find again this code:

                        
                            Enter note content.
                                * $errors['note']?>

                            <span style="color: #000000; font-weight: bold;"><?=</span><span style="color: #000088;">$info</span><span style="color: #009900;">[</span><span style="color: #0000ff;">'note'</span><span style="color: #009900;">]</span><span style="color: #000000; font-weight: bold;">?></span>

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

                         if($cfg->canUploadFiles()){ //TODO: may be allow anyways and simply email out attachment?? ?>
                        
                            Attach File:
                             echo $info['attachment']; ?>" /> 
                                  echo $errors['attachment']; ?>
                        
                         }?>

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

        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:

        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!

Adding Ticket Aging, Ticket Summary, and Ticket for Staff Report Feature into osTicket v1.6 RC5

Masino Sinaga — Sun, 31 Jan 2010 01:44:08 +0000

I have successfully created a new report feature into osTicket v1.6 RC5 that contains three sub report. They are:
1) Ticket Aging (<= 3 Days, > 3 and <= 7 Days, > 7 and <= 14 Days, and > 14 Days),
2) Ticket Summary (Staff in Charge:, Total Number of Active Tickets:, Total Number of Closed Tickets:, Total Number of Unassigned Tickets: ), and
3) Ticket for Staff (Staff in Charge with the tickets that assigned to them).

You will see that there are three sub tabs under Dashboard tab in Admin Panel of your osTicket.

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

    break;
    default:
        $errors['err']='Uknown command!';
    endswitch;
endif;

then replace with this following code:

    break;
    case 'ticketaging':
 
    break;
    case 'ticketsummary':
 
    break;
    default:
        $errors['err']='Uknown command!';
    endswitch;
endif;

Find again this code:

    case 'dashboard':
    case 'syslog':
        $nav->setTabActive('dashboard');
        $nav->addSubMenu(array('desc'=>'System Logs','href'=>'admin.php?t=syslog','iconclass'=>'syslogs'));
        $page='syslogs.inc.php';
        break;

then replace with this following code:

    case 'dashboard':
    case 'syslog':
    case 'ticketaging':
    case 'ticketsummary':
    case 'ticketstaff':
        $nav->setTabActive('dashboard');
        $nav->addSubMenu(array('desc'=>'System Logs','href'=>'admin.php?t=syslog','iconclass'=>'syslogs'));
        $nav->addSubMenu(array('desc'=>'Ticket Aging','href'=>'admin.php?t=ticketaging','iconclass'=>'syslogs'));
        $nav->addSubMenu(array('desc'=>'Ticket Summary','href'=>'admin.php?t=ticketsummary','iconclass'=>'syslogs'));
        $nav->addSubMenu(array('desc'=>'Ticket for Staff','href'=>'admin.php?t=ticketstaff','iconclass'=>'syslogs'));
        switch($thistab):
        case 'dashboard':
        case 'syslog':
          $page='syslogs.inc.php';
          break;
        case 'ticketaging':
          $page='ticketaging.inc.php';
          break;
        case 'ticketsummary':
          $page='ticketsummary.inc.php';
          break;
        case 'ticketstaff':
          $page='ticketstaff.inc.php';
        endswitch;
        break;

Create a new file named ticketaging.inc.php file, and copy paste this following code to that file, and put this file into your /include/staff/ sub-directory of your osTicket:


if(!defined('OSTSCPINC') || !@$thisuser->isStaff()) die('Access Denied');
 
if($_REQUEST['staffid']) {
  $staffid = $_REQUEST['staffid'];
}
 
echo 'Ticket Aging
';
 
$numtotalstaff=0;
$sqltotalstaff='SELECT DISTINCT(t.staff_id), s.username, s.firstname, s.lastname '.
               'FROM '.TICKET_TABLE.' t, '.STAFF_TABLE.' s '.
               'WHERE t.staff_id <> "0" AND t.staff_id=s.staff_id';
if(($restotalstaff=db_query($sqltotalstaff)) && ($numtotalstaff=db_num_rows($restotalstaff))) {
 $strtickettotalstaff = '';
 $itotalstaff = 1;
?>

 
 Staff Name: 
 


}
 
echo '';
echo '';echo'
 
       ';
 
$numtotal=0;if($staffid){$sqltotal='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = '.$staffid.' AND status = "open"';}else{$sqltotal='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id <> "0" AND status = "open"';}if(($restotal=db_query($sqltotal))&&($numtotal=db_num_rows($restotal))){$strtickettotal='';$itotal=1;while($rowtotal= db_fetch_array($restotal)){if($itotal<$numtotal){$strtickettotal.='.$rowtotal['ticket_id'].'" target="_blank">'.$rowtotal['ticketID'].', ';}elseif($itotal>=$numtotal){$strtickettotal.='.$rowtotal['ticket_id'].'" target="_blank">'.$rowtotal['ticketID'].'';}$itotal++;}}?>
 

$numact3days=0;
if ($staffid) {
  $sqlact3days='SELECT * FROM '.TICKET_TABLE.' '.
               'WHERE staff_id <> "0" AND 3 >= TIMESTAMPDIFF(DAY,created,NOW()) '.
               'AND status = "open" and staff_id = '.$staffid.'';
} else {
  $sqlact3days='SELECT * FROM '.TICKET_TABLE.' '.
               'WHERE staff_id <> "0" AND 3 >= TIMESTAMPDIFF(DAY,created,NOW()) '.
               'AND status = "open"';
}
if(($resact3days=db_query($sqlact3days)) && ($numact3days=db_num_rows($resact3days))) {
 $strticketact3days = '';
 $iact3days = 1;
 while ($rowact3days = db_fetch_array($resact3days)) {
   if ($iact3days<$numact3days) {
     $strticketact3days .= '.$rowact3days['ticket_id'].'" target="_blank">'.$rowact3days['ticketID'].', ';}elseif($iact3days>=$numact3days){$strticketact3days.='.$rowact3days['ticket_id'].'" target="_blank">'.$rowact3days['ticketID'].'';}$iact3days++;}}?>
 

$numact7days=0;
if ($staffid) {
  $sqlact7days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = '.$staffid.' AND (7 >= TIMESTAMPDIFF(DAY,created,NOW()) AND 3 < TIMESTAMPDIFF(DAY,created,NOW())) AND status = "open"';
} else {
  $sqlact7days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id <> "0" AND (7 >= TIMESTAMPDIFF(DAY,created,NOW()) AND 3 < TIMESTAMPDIFF(DAY,created,NOW())) AND status = "open"';
}
 
if(($resact7days=db_query($sqlact7days)) && ($numact7days=db_num_rows($resact7days))) {
 $strticketact7days = '';
 $iact7days = 1;
 while ($rowact7days = db_fetch_array($resact7days)) {
   if ($iact7days<$numact7days) {
     $strticketact7days .= '.$rowact7days['ticket_id'].'" target="_blank">'.$rowact7days['ticketID'].', ';}elseif($iact7days>=$numact7days){$strticketact7days.='.$rowact7days['ticket_id'].'" target="_blank">'.$rowact7days['ticketID'].'';}$iact7days++;}}?>
 

$numact14days=0;
if ($staffid) {
  $sqlact14days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = '.$staffid.' AND (14 >= TIMESTAMPDIFF(DAY,created,NOW()) AND 7 < TIMESTAMPDIFF(DAY,created,NOW())) AND status = "open"';
} else {
  $sqlact14days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id <> "0" AND (14 >= TIMESTAMPDIFF(DAY,created,NOW()) AND 7 < TIMESTAMPDIFF(DAY,created,NOW())) AND status = "open"';
}
 
if(($resact14days=db_query($sqlact14days)) && ($numact14days=db_num_rows($resact14days))) {
 $strticketact14days = '';
 $iact14days = 1;
 while ($rowact14days = db_fetch_array($resact14days)) {
   if ($iact14days<$numact14days) {
     $strticketact14days .= '.$rowact14days['ticket_id'].'" target="_blank">'.$rowact14days['ticketID'].', ';}elseif($iact14days>=$numact14days){$strticketact14days.='.$rowact14days['ticket_id'].'" target="_blank">'.$rowact14days['ticketID'].'';}$iact14days++;}}?>
 

$numactmore14days=0;
if ($staffid) {
  $sqlactmore14days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = '.$staffid.' AND 14 < TIMESTAMPDIFF(DAY,created,NOW()) AND status = "open"';
} else {
  $sqlactmore14days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id <> "0" AND 14 < TIMESTAMPDIFF(DAY,created,NOW()) AND status = "open"';
}
 
if(($resactmore14days=db_query($sqlactmore14days)) && ($numactmore14days=db_num_rows($resactmore14days))) {
 $strticketactmore14days = '';
 $iactmore14days = 1;
 while ($rowactmore14days = db_fetch_array($resactmore14days)) {
   if ($iactmore14days<$numactmore14days) {
     $strticketactmore14days .= '.$rowactmore14days['ticket_id'].'" target="_blank">'.$rowactmore14days['ticketID'].', ';}elseif($iactmore14days>=$numactmore14days){$strticketactmore14days.='.$rowactmore14days['ticket_id'].'" target="_blank">'.$rowactmore14days['ticketID'].'';}$iactmore14days++;}}?>
 

         Ticket Aging and Its Count
  
  
  
  

   
   
   
    
     
       
      
        
   
   
 






 echo "Total Number of Active Tickets: "; ?>
  
 $icon?>" align="right"> echo ''.$numtotal.'
'; ?>
   
       
       Ticket Item(s):  echo ($strtickettotal)?$strtickettotal:'-'; ?>

   


      
        
   
   
 






 echo "Total Number of Active Tickets (<= 3 Days): "; ?>
  
 $icon?>" align="right"> echo ''.$numact3days.'
'; ?>
   
       
       Ticket Item(s):  echo ($strticketact3days)?$strticketact3days:'-'; ?>

   


      
        
   
   
 






 echo "Total Number of Active Tickets (> 3 Days and <= 7 Days): "; ?>
  
 $icon?>" align="right"> echo ''.$numact7days.'
'; ?>
   
       
       Ticket Item(s):  echo ($strticketact7days)?$strticketact7days:'-'; ?>

   


      
        
   
   
 






 echo "Total Number of Active Tickets (> 7 Days and <= 14 Days): "; ?>
  
 $icon?>" align="right"> echo ''.$numact14days.'
'; ?>
   
       
       Ticket Item(s):  echo ($strticketact14days)?$strticketact14days:'-'; ?>

   


      
        
   
   
 






 echo "Total Number of Active Tickets (> 14 Days): "; ?>
  
 $icon?>" align="right"> echo ''.$numactmore14days.'
'; ?>
   
       
       Ticket Item(s):  echo ($strticketactmore14days)?$strticketactmore14days:'-'; ?>

Create a new file named ticketsummary.inc.php file, and copy paste this following code to that file, and put this file into your /include/staff/ sub-directory of your osTicket:


if(!defined('OSTSCPINC') || !@$thisuser->isStaff()) die('Access Denied');
 
if($_REQUEST['staffid']) {
  $staffid = $_REQUEST['staffid'];
}
 
echo 'Ticket Summary
';
 
$numtotalstaff=0;
$sqltotalstaff='SELECT DISTINCT(t.staff_id), s.username, s.firstname, s.lastname '.
               'FROM '.TICKET_TABLE.' t, '.STAFF_TABLE.' s '.
               'WHERE t.staff_id <> "0" AND t.staff_id=s.staff_id';
if(($restotalstaff=db_query($sqltotalstaff)) && ($numtotalstaff=db_num_rows($restotalstaff))) {
 $strtickettotalstaff = '';
 $itotalstaff = 1;
?>

 
 Staff Name: 
 


}
 
echo '';
echo '';echo'
 
       ';
 
$numstaff=0;if($staffid){$sqlstaff='SELECT DISTINCT(t.staff_id), s.username FROM '.TICKET_TABLE.' t, '.STAFF_TABLE.' s '.'WHERE t.staff_id = '.$staffid.' AND t.staff_id=s.staff_id';}else{$sqlstaff='SELECT DISTINCT(t.staff_id), s.username FROM '.TICKET_TABLE.' t, '.STAFF_TABLE.' s '.'WHERE t.staff_id <> "0" AND t.staff_id=s.staff_id';}
 
if(($resstaff=db_query($sqlstaff))&&($numstaff=db_num_rows($resstaff))){$strticketstaff='';$istaff=1;while($rowstaff= db_fetch_array($resstaff)){if($istaff<$numstaff){$strticketstaff.='.$rowstaff['staff_id'].'" target="_blank">'.$rowstaff['username'].', ';}elseif($istaff>=$numstaff){$strticketstaff.='.$rowstaff['staff_id'].'" target="_blank">'.$rowstaff['username'].'';}$istaff++;}}?>
 

 

$numtotal=0;
if ($staffid) {
  $sqltotal='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = '.$staffid.'';
} else {
  $sqltotal='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id <> "0"';
}
if(($restotal=db_query($sqltotal)) && ($numtotal=db_num_rows($restotal))) {
 $strtickettotal = '';
 $itotal = 1;
 while ($rowtotal = db_fetch_array($restotal)) {
   if (($itotal<$numtotal)) {
     $strtickettotal .= '.$rowtotal['ticket_id'].'" target="_blank">'.$rowtotal['ticketID'].', ';}elseif($itotal>=$numtotal){$strtickettotal.='.$rowtotal['ticket_id'].'" target="_blank">'.$rowtotal['ticketID'].'';}$itotal++;}}?>
 
$numtotalclosed=0;
if ($staffid) {
  $sqltotalclosed='SELECT * FROM '.TICKET_TABLE.' WHERE status = "closed" and staff_id='.$staffid.'';
} else {
  $sqltotalclosed='SELECT * FROM '.TICKET_TABLE.' WHERE status = "closed"';
}
if(($restotalclosed=db_query($sqltotalclosed)) && ($numtotalclosed=db_num_rows($restotalclosed))) {
 $strtickettotalclosed = '';
 $itotalclosed = 1;
 while ($rowtotalclosed = db_fetch_array($restotalclosed)) {
   if ($itotalclosed<$numtotalclosed) {
     $strtickettotalclosed .= '.$rowtotalclosed['ticket_id'].'" target="_blank">'.$rowtotalclosed['ticketID'].', ';}elseif($itotalclosed>=$numtotalclosed){$strtickettotalclosed.='.$rowtotalclosed['ticket_id'].'" target="_blank">'.$rowtotalclosed['ticketID'].'';}$itotalclosed++;}}?>
 
$numtotalunassigned=0;
if ($staffid) {
  $sqltotalunassigned='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = "0" and staff_id = '.$staffid.'';
} else {
  $sqltotalunassigned='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = "0"';
}
if(($restotalunassigned=db_query($sqltotalunassigned)) && ($numtotalunassigned=db_num_rows($restotalunassigned))) {
 $strtickettotalunassigned = '';
 $itotalunassigned = 1;
 while ($rowtotalunassigned = db_fetch_array($restotalunassigned)) {
   if ($itotalunassigned<$numtotalunassigned) {
     $strtickettotalunassigned .= '.$rowtotalunassigned['ticket_id'].'" target="_blank">'.$rowtotalunassigned['ticketID'].', ';}elseif($itotalunassigned>=$numtotalunassigned){$strtickettotalunassigned.='.$rowtotalunassigned['ticket_id'].'" target="_blank">'.$rowtotalunassigned['ticketID'].'';}$itotalunassigned++;}}?>
 

         Ticket Summary and Its Count
  
  
          
  
  
          
   
   
   
    
     
       
      
        
   
   
 





 echo "Staff in Charge: "; ?>
  
 $icon?>" align="right"> echo ''.$numstaff.'
'; ?>
   
       
       Staff in Charge Username:  echo ($strticketstaff)?$strticketstaff:'-'; ?>

   


      
        
   
   
 






 echo "Total Number of Active Tickets: "; ?>
  
 $icon?>" align="right"> echo ''.$numtotal.'
'; ?>
   
       
       Ticket Item(s):  echo ($strtickettotal)?$strtickettotal:'-'; ?>

   



      
        
   
   
 






 echo "Total Number of Closed Tickets: "; ?>
  
 $icon?>" align="right"> echo ''.$numtotalclosed.'
'; ?>
   
       
       Ticket Item(s):  echo ($strtickettotalclosed)?$strtickettotalclosed:'-'; ?>

   



      
        
   
   
 






 echo "Total Number of Unassigned Tickets: "; ?>
  
 $icon?>" align="right"> echo ''.$numtotalunassigned.'
'; ?>
   
       
       Ticket Item(s):  echo ($strtickettotalunassigned)?$strtickettotalunassigned:'-'; ?>

Create a new file named ticketstaff.inc.php file, and copy paste this following code to that file, and put this file into your /include/staff/ sub-directory of your osTicket:


if(!defined('OSTSCPINC') || !@$thisuser->isStaff()) die('Access Denied');
 
$qselect='SELECT DISTINCT(t.staff_id), s.username, s.firstname, s.lastname ';
$qfrom='FROM '.TICKET_TABLE.' t, '.STAFF_TABLE.' s ';
$qwhere=' WHERE t.staff_id <> "0" AND t.staff_id=s.staff_id ';
//get log count based on the query so far..
$total=db_count("SELECT count(*) $qfrom $qwhere");
$pagelimit=30;
//pagenate
$pageNav=new Pagenate($total,$page,$pagelimit);
$pageNav->setURL('admin.php',$qstr);
$query="$qselect $qfrom $qwhere ORDER BY t.created DESC LIMIT ".$pageNav->getStart().",".$pageNav->getLimit();
//echo $query;
$result = db_query($query);
$showing=db_num_rows($result)?$pageNav->showing():"";
?>
Ticket for Staff

 $statusss?>" >
    
    if($num>0){
    ?>
        } ?>
    
 
    
    
    
       
        $class = "row1";
        $total=0;
        $i=1;
        if($result && ($num=db_num_rows($result))):
            while ($row = db_fetch_array($result)) {
                ?>
            $class?> " id="$i?>">
                
            $class = ($class =='row2') ?'row1':'row2';
            $i++;
            } //end of while.
        else: //not tickets found!! ?>
            $class?>">
        endif; ?>
       
          Staff Name and Tickets Count
        
                  $i?>');">
                  $i?>" src="images/plus.gif">
                  echo $row['username']." (".$row['firstname']." ".$row['lastname'].")";?>
 
                
                $sqln='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id='.$row["staff_id"].'';
                if(($resn=db_query($sqln)) && ($numn=db_num_rows($resn))) {
 
                }
                ?>
                    
                  $icon?>">$numn?>
                    $i?>" class="hide">
                        
 
                
 
                $sqlt='SELECT ticketID, ticket_id FROM '.TICKET_TABLE.' WHERE staff_id='.$row["staff_id"].'';
                if(($rest=db_query($sqlt)) && ($numt=db_num_rows($rest))) {
                    $strt='';
                    $it=1;
                    while ($rowt = db_fetch_array($rest)) {
                    if ($it<$numt) {
                        $strt.='.$rowt['ticket_id'].'" target="_blank">'.$rowt['ticketID'].', ';
                    } elseif ($it>=$numt) {
                        $strt.='.$rowt['ticket_id'].'" target="_blank">'.$rowt['ticketID'].'';
                    }
                    $it++;
                    }
                }
 
 
                ?>
                  $strt?>  
                  
                
            
            Query returned 0 results.
        
    
    page:$pageNav->getPageLinks()?>

How to Solve the WordWrap Email in osTicket v1.6 RC5

Masino Sinaga — Tue, 22 Dec 2009 05:23:19 +0000

There was an issue regarding email formatting in osTicket v1.6 RC5, which one of them is the wordwrap email. Peter, the developer of osTicket, has released a new patch to fix this problem. You can see the thread regarding this via: http://osticket.com/forums/project.php?issueid=154. Actually, there were two files that you have to be replaced. One is /include/class.email.php and the other is /include/pear/Mail/mime.php. For those of you who might have had modified those both two files, then you are strongly not recommended to replace the files directly. You have to modify only the changes or the modified code. So here is the solution to find out which code should be changed by yourself.

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

165
166
167

                          'X-Mailer' =>'osTicket v 1.6',
                          'Content-Type' => 'text/html; charset="UTF-8"'
                          );

then replace with this following code:

165
166

                          'X-Mailer' =>'osTicket v 1.6'
                          );

Find again this code:

        $options=array('head_encoding' => 'quoted-printable',
                       'text_encoding' => 'quoted-printable',
                       'html_encoding' => 'base64',
                       'html_charset'  => 'utf-8',
                       'text_charset'  => 'utf-8');

then replace with this following code:

        $options=array('head_encoding' => 'quoted-printable',
                       'text_encoding' => '7bit',
                       'html_encoding' => 'base64',
                       'html_charset'  => 'utf-8',
                       'head_charset'  => 'utf-8',
                       'text_charset'  => 'utf-8'
                       );

Open your /include/pear/Mail/mime.php file, and find this code:

187
188
189

                                     'html_charset'  => 'ISO-8859-1',
                                     'text_charset'  => 'ISO-8859-1',
                                     'head_charset'  => 'ISO-8859-1'

then replace with this following code:

187
188
189

                                     'html_charset'  => 'UTF-8',
                                     'text_charset'  => 'UTF-8',
                                     'head_charset'  => 'UTF-8'

Hope it helps you.

Showing Staff Members of Current Department on Batch Ticket Assign Modification in osTicket v1.6 RC5

Masino Sinaga — Tue, 15 Dec 2009 16:07:01 +0000

For those of you who have implemented the modification I created about how to Add Batch Ticket Assign Feature into osTicket v1.6 RC5, and you want to display or show only staff members of current department on the staff selection list, then this modification is for you! Before you apply the following code, please remember that you have to implement the previous modification that shown via the link above.

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

491
492

                                $sql=' SELECT staff_id,CONCAT_WS(", ",lastname,firstname) as name FROM '.STAFF_TABLE.
                                     ' WHERE isactive=1 AND onvacation=0 ';

then replace with this following code:

                                $depts=$thisuser->getDepts();
                                if ($thisuser->isadmin()) {
                                	$where = 'WHERE dept.dept_id=staff.dept_id ';
                                } else {
                                	$where = 'WHERE dept.dept_id=staff.dept_id '.
		                                      'AND (staff.dept_id IN ('.implode(',',$depts).') OR staff.staff_id='.$thisuser->getId().') ';
                                }
                                $sql='SELECT staff.staff_id,CONCAT_WS(", ",staff.lastname,staff.firstname) as name '.
				       ' FROM '.DEPT_TABLE.' dept, '.STAFF_TABLE.' staff '.
                                       ' '.$where.' ORDER BY lastname,firstname';

Allowing HTML Code on New Ticket Message of osTicket v1.6 RC5

Masino Sinaga — Sat, 12 Dec 2009 12:49:10 +0000

If you want to allow your client to include the certain snippet code when create a new ticket in osTicket, then you have to modify the related function located in class.format.php file, afterwards, you have to add an additional information on open/new ticket form in order to enclose their code with [code] and [/code] tag. Please note that use this modification at your own risk.

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

    //Format text for display..
    function display($text) {
        global $cfg;
 
        $text=Format::htmlchars($text); //take care of html special chars
        if($cfg && $cfg->clickableURLS() && $text)
            $text=Format::clickableurls($text);
 
        //Wrap long words...
        $text =preg_replace_callback('/\w{75,}/',create_function('$matches','return wordwrap($matches[0],70,"\n",true);'),$text);
 
        return nl2br($text);
    }
 
    function striptags($string) {
        return strip_tags(html_entity_decode($string)); //strip all tags ...no mercy!
    }

then replace with this following code:

    //Format text for display..
    function display($text) {
        global $cfg;
 
        //$text=Format::htmlchars($text); //take care of html special chars
        $text = str_replace('[code]', '', $text);
        $text = str_replace('[/code]', '
', $text);
        if($cfg && $cfg->clickableURLS() && $text)
            $text=Format::clickableurls($text);
 
        //Wrap long words...
        $text =preg_replace_callback('/\w{75,}/',create_function('$matches','return wordwrap($matches[0],70,"\n",true);'),$text);
 
        return ($text);
    }
 
    function striptags($string) {
        //return strip_tags(html_entity_decode($string)); //strip all tags ...no mercy!
        return strip_tags($string); //strip all tags 
    }
 
    function convertCode($string) {
    	  $string = str_replace('<', '<', $string);
    	  $string = str_replace('>', '>', $string);
    	  return $string;
    }

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

587	',message='.db_input(Format::striptags($msg)). //Tags/code stripped...meaning client can not send in code..etc

then replace with this following code:

587	',message='.db_input(Format::striptags(Format::convertCode($msg))).

Add New Field in Edit Ticket Form of osTicket v1.6 RC5

Masino Sinaga — Thu, 10 Dec 2009 14:51:40 +0000

This following modification will add the 2 new fields into the edit ticket form at staff-side of osTicket v1.6 RC5. This modification has the relationship with this article: Important Things to Edit New Fields in osTicket v1.6 RC5. At this example, we will continue what we had done in my article: How to Add Extra Fields on the Open Ticket Form of Client Side in osTicket v1.6 RC5.

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

    $info=array('email'=>$ticket->getEmail(),
                'name' =>$ticket->getName(),
                'phone'=>$ticket->getPhone(),
                'phone_ext'=>$ticket->getPhoneExt(),
                'pri'=>$ticket->getPriorityId(),
                'subject' =>$ticket->getSubject(),
                'duedate' =>$ticket->getDueDate()?(Format::userdate('m/d/Y',Misc::db2gmtime($ticket->getDueDate()))):'',
                'time'=>$ticket->getDueDate()?(Format::userdate('G:i',Misc::db2gmtime($ticket->getDueDate()))):'',
                );

then replace with this following code:

    $info=array('email'=>$ticket->getEmail(),
                'name' =>$ticket->getName(),
                'phone'=>$ticket->getPhone(),
                'phone_ext'=>$ticket->getPhoneExt(),
                'applications'=>$ticket->getApplications(),  // Added by Masino Sinaga, December 10, 2009
                'productkey'=>$ticket->getProductKey(), // Added by Masino Sinaga, December 10, 2009
                'pri'=>$ticket->getPriorityId(),
                'subject' =>$ticket->getSubject(),
                'duedate' =>$ticket->getDueDate()?(Format::userdate('m/d/Y',Misc::db2gmtime($ticket->getDueDate()))):'',
                'time'=>$ticket->getDueDate()?(Format::userdate('G:i',Misc::db2gmtime($ticket->getDueDate()))):'',
                );

Find again this code:

}?>

after that line, please insert this following code:

98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120
Applications:	//$values = explode(',', trim($info['applications'])); for ($j=1; $j<=5; $j++) { echo '.$j.'" '; if ( strpos($info['applications'], 'Application '.$j) !== false) { echo 'checked'; } else { echo ''; } echo '>Application '.$j.' '; } ?>
Product Key:	$info['productkey']?>">

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

1196	$params = new Validator($fields);

before that line, please insert this following code:

1195
1196

         $fields['applications']  = array('type'=>'text',     'required'=>0, 'error'=>'Applications required');
         $fields['productkey']  = array('type'=>'text',     'required'=>0, 'error'=>'Product key required');

Find again this code:

1222
1223

         if(!$errors){
             $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW() '.

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

        $mycounter=0;
	foreach ($var['applications'] as $app)
	{
	  $strapp .= ($mycounter==0)?$app:", ".$app."";
	  $mycounter++;          	
        }
        unset($app);

Find again this code:

             $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW() '.
                  ',email='.db_input($var['email']).
                  ',name='.db_input(Format::striptags($var['name'])).
                  ',subject='.db_input(Format::striptags($var['subject'])).
                  ',phone='.db_input($var['phone']).
                  ',phone_ext='.db_input($var['phone_ext']?$var['phone_ext']:NULL).
                  ',priority_id='.db_input($var['pri']).
                  ',duedate='.($var['duedate']?db_input(date('Y-m-d G:i',Misc::dbtime($var['duedate'].' '.$var['time']))):'NULL');

then replace with this following code:

             $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW() '.
                  ',email='.db_input($var['email']).
                  ',name='.db_input(Format::striptags($var['name'])).
                  ',subject='.db_input(Format::striptags($var['subject'])).
                  ',phone='.db_input($var['phone']).
                  ',phone_ext='.db_input($var['phone_ext']?$var['phone_ext']:NULL).
                  ',priority_id='.db_input($var['pri']).
		  ',applications='.db_input($strapp).
		  ',productkey='.db_input($var['productkey']).                  
                  ',duedate='.($var['duedate']?db_input(date('Y-m-d G:i',Misc::dbtime($var['duedate'].' '.$var['time']))):'NULL');

Limiting Tickets Based on Current Department in Merge Ticket Selection of osTicket v1.6 RC5

Masino Sinaga — Wed, 09 Dec 2009 11:11:49 +0000

If you have ever implemented the modification I created titled Add Merge Ticket Feature into osTicket v1.6 RC5, and then you want to limit the tickets that being displayed in the Merge Ticket selection in viewticket page, then this modification is for you! Please note that this following modification in this current article can be implemented properly after you have implemented that modification that I mentioned via the link above.

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

493
494
495

			   $sql = 'SELECT ticket_id, concat(ticketid,": ",subject) AS label FROM '.TICKET_TABLE.' WHERE email='.
                                  '(SELECT email FROM ost_ticket WHERE ticket_id = '.$id.') AND status '.
                                  '= "open" AND ticket_id <> '.$id.' ORDER BY `created` DESC ';

then replace that code with this following code:

                           //if dept returns nothing...show only tickets without dept which could mean..none...
                           //and display an error. huh?
                           $depts=$thisuser->getDepts(); 			                         
                           if(!$depts or !is_array($depts) or !count($depts)){
                           //if dept returns nothing...show only orphaned tickets (without dept) which could mean..none...and display an error.
                              $qwhere =' WHERE dept_id IN ( 0 ) ';
                           }else if($thisuser->isadmin()){
                              $qwhere =' WHERE 1 '; 
                           }else{
                              //limited depts....user can access tickets assigned to them regardless of the dept.
                              $qwhere =' WHERE (dept_id IN ('.implode(',',$depts).') OR staff_id='.$thisuser->getId().') ';
                           }
 
                           $sql = 'SELECT ticket_id, concat(ticketid,": ",subject) AS label FROM '.TICKET_TABLE.' '.$qwhere.' AND email='.
                                  '(SELECT email FROM ost_ticket WHERE ticket_id = '.$id.') AND status '.
                                  '= "open" AND ticket_id <> '.$id.' ORDER BY `created` DESC ';

Actually, the additional code above was taken from the WHERE clausa in the \include\staff\tickets.inc.php file (around line 85) to verify the tickets displayed for: the department basis, user groups basis, and or also for the ticket assigned basis. The Ticket Assigned basis means that: even the ticket assigned to the staff which belongs to the different department with the current logged in staff, then that ticket will be displayed in the Merge Ticket selection.