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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';
            $i++;
            } //end of while.
        else: //not tickets found!! ?>
            <tr class="$class?>"><td><b>Query returned 0 results.b>td>tr>
        
        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?>  
                  
                
            
            
    
    page:$pageNav->getPageLinks()?>

Giving Permission to Specified Staff to Add New Staff Based on Current Department in osTicket v1.6 RC5

Masino Sinaga — Tue, 08 Dec 2009 14:30:33 +0000

This article will show you how to modify your osTicket System in order to give the ability for the certain staff to add new staff record based on his/her department. As we know, only staff which has Admin account type can do this, since there are only two account type in osTicket up to v1.6 RC5; they are: Staff and Admin. If you set the certain staff’s account type which has Managers user-group become Admin account type (in order to give him/her the ability to add his/her new staff from Admin Panel), then they will be able to access all features that located on Admin Panel. So, instead of to give full access for that Manager, then we should create the new permission in user group basis, afterwards, we assign Yes to the Managers user group, so they will be able to add their own new staff without having to access Admin Panel. There will be a new tab in Staff Panel named My Staff. This new tab will have two new sub-tabs, they are: My Staff Members and Add My New Staff in order to make it different with the Staff tab at Admin Panel.

First of all, you have to alter your ost_groups table by using this following SQL query. Please note that ost_ is the table prefix name. If it differs with yours, then adjust it by yourself.
```
ALTER TABLE ost_groups 
ADD COLUMN `can_manage_staff` tinyint(1) default 0 NOT NULL;
```
Download this file: my_dept_staff.zip. Extract it, there are two files inside, afterwards, put those two files to your \include\staff\ sub directory of your osTicket.

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

99
100

        tr>
    table>

then replace with this following code:

99 100 101 102 103 104 105 106 107
Can Manage Staff	$info['can_manage_staff']?'checked':''?> />Yes !$info['can_manage_staff']?'checked':''?> />No Ability to add/update/disable/delete staff of your current department.

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

227
228
229

    function canManageKb() { //kb = knowledge base.
        return ($this->isadmin() || $this->udata['can_manage_kb'])?true:false;
    }

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

230
231
232

    function canManageStaff() { // added by Masino Sinaga, December 8, 2009
        return ($this->isadmin() || $this->udata['can_manage_staff'])?true:false;
    }

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

39
40

             $tabs['kbase']=array('desc'=>'Knowledge Base','href'=>'kb.php','title'=>'Knowledge Base: Premade');
            }

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

41
42
43

            if($thisuser && $thisuser->canManageStaff()){
             $tabs['staffdept']=array('desc'=>'My Staff','href'=>'mystaff.php','title'=>'Staff');
            }

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

59	', can_manage_kb='.db_input($vars['can_manage_kb']);

then replace it with this following code:

59
60

                 ', can_manage_kb='.db_input($vars['can_manage_kb']).
		 ', can_manage_staff='.db_input($vars['can_manage_staff']); // added by Masino Sinaga, December 8, 2009

Create a new php file named mystaff.php, then put this file to your \scp\ sub directory after you copy, paste, and save this following code:


/*********************************************************************
    mystaff.php
 
    Staff Base handle
    Based on the kb.php file  
    Original code by: Peter Rotich 
    Modified code by: Masino Sinaga, http://www.openscriptsolution.com
    Copyright (c)  2006,2007,2008,2009 osTicket
    http://www.osticket.com
 
    Released under the GNU General Public License WITHOUT ANY WARRANTY.
    See LICENSE.TXT for details.
 
    vim: expandtab sw=4 ts=4 sts=4:
    $Id: $
**********************************************************************/
 
require('staff.inc.php');
if(!$thisuser->isadmin() && !$thisuser->canManageStaff()) die('Staff Access Page Denied'); // modified by Masino Sinaga, Dec 8, 2009) die('Access denied');
 
$page='';
if(!$page && $_REQUEST['a']=='add' && !$replyID)
    $page='staffdept.inc.php';
 
    $inc=$page?$page:'staffdeptmembers.inc.php';
 
$nav->setTabActive('staffdept');
$nav->addSubMenu(array('desc'=>'My Staff Members','href'=>'mystaff.php','iconclass'=>'users'));
$nav->addSubMenu(array('desc'=>'Add My New Staff','href'=>'mystaff.php?a=add','iconclass'=>'newuser'));
require_once(STAFFINC_DIR.'header.inc.php');
require_once(STAFFINC_DIR.$inc);
require_once(STAFFINC_DIR.'footer.inc.php');
 
?>

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

19	if(!$thisuser or !$thisuser->isadmin()){

then replace with this following code:

if(!$thisuser and !$thisuser->isadmin() and !$thisuser->canManageStaff()){ // modified by Masino Sinaga, December 8, 2009

Find again this code:

452
453

    case 'dept':
        include_once(INCLUDE_DIR.'class.dept.php');

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

    case 'staffdept':  // added by Masino Sinaga, MOD Create My Staff Under My Dept (for Managers), added by Masino Sinaga, December 8, 2009
        include_once(INCLUDE_DIR.'class.staff.php');
        $do=strtolower($_POST['do']);
        switch($do){
            case 'update':
                $staff = new Staff($_POST['staff_id']);
                if($staff && $staff->getId()) {
                    if($staff->update($_POST,$errors))
                        $msg='Staff profile updated successfully';
                    elseif(!$errors['err'])
                        $errors['err']='Error updating the user';
                }else{
                    $errors['err']='Internal error';
                }
                break;
            case 'create':
                if(($uID=Staff::create($_POST,$errors)))
                    $msg=Format::htmlchars($_POST['firstname'].' '.$_POST['lastname']).' added successfully';
                elseif(!$errors['err'])
                    $errors['err']='Unable to add the user. Internal error';
                break;
            case 'mass_process':
                //ok..at this point..look WMA.
                if($_POST['uids'] && is_array($_POST['uids'])) {
                    $ids=implode(',',$_POST['uids']);
                    $selected=count($_POST['uids']);
                    if(isset($_POST['enable'])) {
                        $sql='UPDATE '.STAFF_TABLE.' SET isactive=1,updated=NOW() WHERE isactive=0 AND staff_id IN('.$ids.')';
                        db_query($sql);
                        $msg=db_affected_rows()." of  $selected selected users enabled";
 
                    }elseif(in_array($thisuser->getId(),$_POST['uids'])) {
                        //sucker...watch what you are doing...why don't you just DROP the DB?
                        $errors['err']='You can not lock or delete yourself!';  
                    }elseif(isset($_POST['disable'])) {
                        $sql='UPDATE '.STAFF_TABLE.' SET isactive=0, updated=NOW() '.
                            ' WHERE isactive=1 AND staff_id IN('.$ids.') AND staff_id!='.$thisuser->getId();
                        db_query($sql);
                        $msg=db_affected_rows()." of  $selected selected users locked";
                        //Release tickets assigned to the user?? NO? could be a temp thing 
                        // May be auto-release if not logged in for X days? 
                    }elseif(isset($_POST['delete'])) {
                        db_query('DELETE FROM '.STAFF_TABLE.' WHERE staff_id IN('.$ids.') AND staff_id!='.$thisuser->getId());
                        $msg=db_affected_rows()." of  $selected selected users deleted";
                        //Demote the user 
                        db_query('UPDATE '.DEPT_TABLE.' SET manager_id=0 WHERE manager_id IN('.$ids.') ');
                        db_query('UPDATE '.TICKET_TABLE.' SET staff_id=0 WHERE staff_id IN('.$ids.') ');
                    }else{
                        $errors['err']='Uknown command!';
                    }
                }else{
                    $errors['err']='No users selected.';
                }
            break;
            default:
                $errors['err']='Uknown command!';
        }
    break;

Find again this code:

738
739

    //Departments
    case 'dept': //lazy

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

    case 'staffdept': // added by Masino Sinaga, MOD Create Staff Under My Dept (for Managers), added by Masino Sinaga, December 8, 2009
        $group=null;
        //Tab and Nav options.
        $nav->setTabActive('staffdept');
        $nav->addSubMenu(array('desc'=>'My Staff Members','href'=>'admin.php?t=staffdept','iconclass'=>'users'));
        $nav->addSubMenu(array('desc'=>'Add My New Staff','href'=>'admin.php?t=staffdept&a=new','iconclass'=>'newuser'));
        $page='';
        switch($thistab){
            case 'staffdept':
                $page='staffdeptmembers.inc.php';
                if(($id=$_REQUEST['id']?$_REQUEST['id']:$_POST['staff_id']) && is_numeric($id)) {
                    $staff = new Staff($id);
                    if(!$staff || !is_object($staff) || $staff->getId()!=$id) {
                        $staff=null;
                        $errors['err']='Unable to fetch info on rep ID#'.$id;
                    }
                }
                $page=($staff or ($_REQUEST['a']=='new' && !$uID))?'staffdept.inc.php':'staffdeptmembers.inc.php';
                break;
            default:
                $page='staffdeptmembers.inc.php';
        }
        break;

After you applied all of the modification code, go to your Admin Panel -> Staff -> User Groups, then click on the Managers item, then choose Yes at the Can Manage Staff directive, and click on the Submit button to save the changes.

Then create a new staff, assign that staff with Managers user group, and make sure you choose Staff as the account type, afterwards, login by using that staff account, so now you should see a new tab in Staff Panel named My Staff. You can test it by adding some new staff records, and now you can see that there is only one department option (based on the current logged-in staff’s department) at the Department directive, and there is only one option for the User Group directive; it is Staff.

The conclusion for this MOD is: this My Staff tab is very useful if you want to give the ability for the certain staff which has the Staff account type to create a new staff without having to access the Panel Admin (of course, since that account type of that staff is not admin).

Add Time Spent at the Bottom of Each Staff’s Page of osTicket v1.6 RC5

Masino Sinaga — Sat, 05 Dec 2009 01:23:56 +0000

For those of you who have implemented the modification I made about: Add Auto Staff Time Sheet Feature into osTicket v1.6 RC5, then this following modification is for you. It has the relationship with that modification above. After you implemented the previous one, and then if you wanted to display the time spent of each your staff at the bottom of staff’s page, simply access from Admin Panel -> Staff -> Staff Members, then click one of the records on the list. This modification will add some information that useful to know, especially for admin or manager. They are: Total time spent on tickets, Average time spent per ticket, Time spent within the last 14 days, Time spent within the last 7 days, Time spent on yesterday, and then Time spent on today.

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

147
148

        tr>
    table>

then replace with this following code:

if ($_REQUEST['a']!='new') { ?> } ?>

147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207 208 209 210 211 212 213 214 215 216 217 218 219 220 221 222 223 224 225 226 227 228 229 230 231 232 233 234 235 236 237 238 239 240 241 242 243 244 245 246 247 248 249 250 251 252 253 254 255 256 257 258 259 260 261 262 263 264 265 266 267 268 269 270 271 272 273 274 275 276 277 278 279 280 281 282 283 284
Employee Rating
Time Spent on tickets
Total	$sql1 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_RESPONSE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).''; $sql2 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_NOTE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).''; $res1 = db_query($sql1); $res2 = db_query($sql2); $row1 = mysql_fetch_row($res1); $row2 = mysql_fetch_row($res2); $total_time = $row1[0] + $row2[0]; $total_tick = $row1[1] + $row2[1]; $total_time_format = Ticket::formatStaffTimeSheet($total_time); echo $total_time_format; ?>
Average Time per Ticket	$avg_time_per_ticket = round($total_time / $total_tick); $avg_time_per_ticket_format = Ticket::formatStaffTimeSheet($avg_time_per_ticket); echo $avg_time_per_ticket_format; ?>
Last 14 Days	$sql1 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_RESPONSE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 14 >= TIMESTAMPDIFF(DAY,created,NOW())'; $sql2 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_NOTE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 14 >= TIMESTAMPDIFF(DAY,created,NOW())'; $res1 = db_query($sql1); $res2 = db_query($sql2); $row1 = mysql_fetch_row($res1); $row2 = mysql_fetch_row($res2); $total_time = $row1[0] + $row2[0]; $total_tick = $row1[1] + $row2[1]; $total_time_format = Ticket::formatStaffTimeSheet($total_time); echo $total_time_format; ?>
Last 7 Days	$sql1 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_RESPONSE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 7 >= TIMESTAMPDIFF(DAY,created,NOW())'; $sql2 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_NOTE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 7 >= TIMESTAMPDIFF(DAY,created,NOW())'; $res1 = db_query($sql1); $res2 = db_query($sql2); $row1 = mysql_fetch_row($res1); $row2 = mysql_fetch_row($res2); $total_time = $row1[0] + $row2[0]; $total_tick = $row1[1] + $row2[1]; $total_time_format = Ticket::formatStaffTimeSheet($total_time); echo $total_time_format; ?>
Yesterday	$yday=strtotime("-1day"); $yesterday=date("Y-m-d", $yday); $sql1 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_RESPONSE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND created LIKE "'.$yesterday.'%"'; $sql2 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_NOTE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND created LIKE "'.$yesterday.'%"'; $res1 = db_query($sql1); $res2 = db_query($sql2); $row1 = mysql_fetch_row($res1); $row2 = mysql_fetch_row($res2); $total_time = $row1[0] + $row2[0]; $total_tick = $row1[1] + $row2[1]; $total_time_format = Ticket::formatStaffTimeSheet($total_time); echo $total_time_format; ?>
Today	$sql1 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_RESPONSE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 0 = TIMESTAMPDIFF(DAY,created,NOW())'; $sql2 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_NOTE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 0 = TIMESTAMPDIFF(DAY,created,NOW())'; $res1 = db_query($sql1); $res2 = db_query($sql2); $row1 = mysql_fetch_row($res1); $row2 = mysql_fetch_row($res2); $total_time = $row1[0] + $row2[0]; $total_tick = $row1[1] + $row2[1]; $total_time_format = Ticket::formatStaffTimeSheet($total_time); echo $total_time_format; ?>

Enjoy the result!

Only The Assignee Staff or Admin Can Close and Reopen Ticket in osTicket v1.6 RC5

Masino Sinaga — Fri, 04 Dec 2009 03:17:27 +0000

This following modification will add a small feature to limit the ability for staff to close the opened ticket or to reopen the closed ticket in osTicket v1.6 RC5. Only the assignee staff or admin can close and reopen the ticket. It means that if the current ticket has not been assigned to any staff, then only admin can close that ticket. Since there is no staff_id information for the closed tickets, then the closed ticket handling is similar with the unassigned tickets. Thus, this rule will be automatically being applied to such tickets.

Open your \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;
    }
    //set status to open on a closed ticket.
    function reopen(){
        global $thisuser;
        $sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('open').',isanswered=0,updated=NOW(),reopened=NOW() WHERE ticket_id='.db_input($this->getId());
        return (db_query($sql) && db_affected_rows())?true:false;
    }

then replace with this following code:

    //Close the ticket
    function close(){
    	// MOD Only The Assignee Staff Or Admin Can Close The Ticket, 
	// by Masino Sinaga (http://www.openscriptsolution.com), December 4, 2009
    	global $thisuser;
        if ($this->getStaffId()!=$thisuser->getId() && !$thisuser->isadmin()) {
	  return false;	
	} else {
          $sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',staff_id=0,isoverdue=0,duedate=NULL,updated=NOW(),closed=NOW() '.
               ' WHERE ticket_id='.db_input($this->getId());        
          return (db_query($sql) && db_affected_rows())?true:false;
        }
    }
    //set status to open on a closed ticket.
    function reopen(){
    	// MOD Only The Assignee Staff Or Admin Can ReOpen The Ticket, 
	// by Masino Sinaga (http://www.openscriptsolution.com), December 4, 2009
        global $thisuser;
        if ($this->getStaffId()!=$thisuser->getId() && !$thisuser->isadmin()) {
	  return false;	
	} else {
          $sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('open').',isanswered=0,updated=NOW(),reopened=NOW() WHERE ticket_id='.db_input($this->getId());
          return (db_query($sql) && db_affected_rows())?true:false;
        }
    }

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

210	$errors['err']='Problems closing the ticket. Try again';

then replace with this following code:

210	$errors['err']='Problems closing the ticket or you are not allowed to close tickets.';

Find again this code:

224	$errors['err']='Problems reopening the ticket. Try again';

then replace with this following code:

224	$errors['err']='Problems reopening the ticket or you are not allowed to reopen tickets.';

That’s all, everyone! Enjoy the code and its result.

Add Merge Ticket Feature into osTicket v1.6 RC5

Masino Sinaga — Tue, 03 Nov 2009 08:47:50 +0000

Have you ever wanted to merge one ticket to another in osTicket System? Well, here is the solution to implement it. I have successfully created the modification by adding a Merge Ticket tab on the bottom of the viewticket page in admin panel. This feature can only be accessed by user with admin and manager level. After merge a ticket to another, then the original ticket status will set to closed and that tab will be disappeared. You can now merge ticket as many as you want. This modification I created based on the similar modification in osTicket Discussion Forum, but with some enhancement I added to it. Click here to see the Merge Ticket scenario I created, and also click on here to see the progress of this feature.

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

}?>

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

            
             //Admin and Manager function - merge tickets.
            if( ($thisuser->isadmin() || $thisuser->isManager() ) &&  ($ticket->getStatus()!='closed') ) {  
                 ?>
            
 
                Merge Ticket
 
			   
			   $sql = 'SELECT ticket_id, concat(ticketid,": ",subject) AS label FROM '.TICKET_TABLE.' WHERE email='.
                                  '(SELECT email FROM ost_ticket WHERE ticket_id = '.$id.') AND status '.
                                  '= "open" AND ticket_id <> '.$id.' ORDER BY `created` DESC ';
			   $lookuptickets = db_query($sql);
			   if (db_num_rows($lookuptickets)) {
				?>
                
                    
$id?>#mergeticket" name="notes" method="post" enctype="multipart/form-data">
                        $id?>">
                        
                         echo $ticket->getEmail(); ?>">
                         echo $ticket->getStatus(); ?>">
                           Merge this current ticket into ticket # 
                           Send Email to Customer inform the Ticket Merging
                           
                              
                              
                              
                           
				 } else {
				        echo "Sorry, this ticket cannot be merged into another since there is no ticket has the same email address with this.";
				      }
				?>		   
                        
                    
                
            
            }?>

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

162	case 'assign':

before that line, please insert this following code:

        case 'mergeticket':
            if( $ticket->mergeTicket($_POST['keepticket'], 
			             $_POST['notifycustomer'], 
			 	     $_POST['email'], 
				     $_POST['status'] )){
                $title='Merged Tickets';
                $msg='Ticket Has Been Sucessfully Merged.';
            }else{
                $errors['err']=$errors['err']?$errors['err']:'Unable to merge tickets or the ticket has been closed.';
            }
            break;

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

934
935

    //online based attached files.
    function uploadAttachment($file,$refid,$type){

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

    //merge this ticket to another ticket
    function mergeTicket($keepticket,$notifycustomer,$email,$status) {  
	global $cfg;
	global $thisuser;     
        // update these tables...:
        // ost_ticket_attachment
        $sql1= 'UPDATE '.TICKET_ATTACHMENT_TABLE.' SET  '.
                ' ticket_id='.db_input(Format::striptags($keepticket)).
	        ' WHERE '.
                'ticket_id='.db_input($this->getId());
        // ost_ticket_message
        $sql2= 'UPDATE '.TICKET_MESSAGE_TABLE.' SET  '.
                ' ticket_id='.db_input(Format::striptags($keepticket)).
	        ' WHERE '.
                'ticket_id='.db_input($this->getId());
        // ost_ticket_note
        $sql3= 'UPDATE '.TICKET_NOTE_TABLE.' SET  '.
                ' ticket_id='.db_input(Format::striptags($keepticket)).
	        ' WHERE '.
                'ticket_id='.db_input($this->getId());
        // ost_ticket_response
        $sql4= 'UPDATE '.TICKET_RESPONSE_TABLE.' SET  '.
                ' ticket_id='.db_input(Format::striptags($keepticket)).
	        ' WHERE '.
                'ticket_id='.db_input($this->getId());
        // create message on this ticket about merge (ost_ticket_message)
        $sql5= 'INSERT INTO '.TICKET_MESSAGE_TABLE.' SET  '.
                ' ticket_id='.db_input($this->getId()).
                ', source="Web"'.
                ', created=NOW()'.
                ', message=CONCAT("Merged with ticket ",'.
                '  ( SELECT ticketID FROM '.TICKET_TABLE.' WHERE ticket_id='.db_input(Format::striptags($keepticket)).' ))'.
                ';';
        // close and unassign this ticket (ost_ticket)
        $sql6 = 'UPDATE '.TICKET_TABLE.' SET  '.
                ' staff_id = 0'.
                ', status = "closed"'.
                ', updated=NOW()'.
                ', closed=NOW()'.
	        ' WHERE '.
                'ticket_id='.db_input($this->getId());
 
        if((db_query($sql1)) && (db_query($sql2)) &&
	  (db_query($sql3)) && (db_query($sql4)) &&
	  (db_query($sql6)) ){
            if ( db_query($sql5) && $msgid=db_insert_id() ); {  // && $msgid=db_insert_id($res5)
              $sql7= 'INSERT INTO '.TICKET_RESPONSE_TABLE.' SET  '.
                ' msg_id='.db_input($msgid).
                ', ticket_id='.db_input($this->getId()).
                ', staff_id='.db_input($thisuser->getId()).
                ', staff_name='.db_input($thisuser->getName()).
                ', ip_address=""'.
                ', created=NOW()'.
                ', response=CONCAT("Ticket closed for merging reason ",'.
                '  ( SELECT ticketID FROM '.TICKET_TABLE.' WHERE ticket_id='.db_input(Format::striptags($keepticket)).' ))'.
                ';';
              db_query($sql7);
 
              $sqlt = 'SELECT ticketID FROM '.TICKET_TABLE.' WHERE ticket_id='.db_input(Format::striptags($keepticket));
              $rest=db_query($sqlt);
              if($rest && db_num_rows($rest))
                list($ticketID)=db_fetch_row($rest);
            	$sqlm = 'SELECT m.msg_id FROM '.TICKET_MESSAGE_TABLE.' m, '.TICKET_TABLE.' t 
			    WHERE t.ticketID='.$ticketID.' AND m.ticket_id=t.ticket_id ORDER BY msg_id ASC LIMIT 1'; 
              $resm=db_query($sqlm);
              if($resm && db_num_rows($resm))
                list($msgid)=db_fetch_row($resm);
 
              $sql8= 'INSERT INTO '.TICKET_RESPONSE_TABLE.' SET  '.
                ' msg_id='.db_input($msgid).
                ', ticket_id='.db_input(Format::striptags($keepticket)).
                ', staff_id='.db_input($thisuser->getId()).
                ', staff_name='.db_input($thisuser->getName()).
                ', ip_address=""'.
                ', created=NOW()'.
                ', response=CONCAT("Ticket merged from ticket ",'.$this->getExtId().')';
              db_query($sql8);              
            }
 
            if ($notifycustomer && ($status!='closed')) {
	      $helpdesk_email=$cfg->getDefaultEmail();
              $helpdesk_email->send($email,
			'Merging Ticket #'.$this->getExtId().' to Ticket #'.$ticketID,
			'Your ticket #'.$this->getExtId().' has been merged to ticket #'.$ticketID.'.');
           }					 						
	   return true;
	} else {
	   return false;
	}
    }

Enjoy the result, everyone!

Add Batch Ticket Assign Feature into osTicket v1.6 RC5

Masino Sinaga — Sun, 01 Nov 2009 15:02:24 +0000

I am sure that this following new feature will be very useful, especially for admin and or manager, to do their job in osTicket System. It is a new feature about Batch Ticket Assign. Now admin and or manager will become easier in order to assign one or more tickets to a specified staff by using this batch assign ticket feature. I have successfully created this modification, by adding a new sub tab named Unassigned Ticket under the Tickets tab in Staff Panel.

Edited on August 14, 2011: This modification also works fine with osTicket version 1.6 ST. I have tested it and make sure everything is okay. Also, I have just modified the line from 347 to 353 in my modification below, so it will fix the blank page problem. Please re-apply that line for those of you who encountered it.

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

24	$showoverdue=$showanswered=false;

after that line, please insert this following code:

25	$showunassigned=false; // added by Masino Sinaga, Nov 1, 2009

Find again this code:

    case 'assigned':
        //$status='Open'; //
        $staffId=$thisuser->getId();
        break;

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

    case 'unassigned':  // added by Masino Sinaga, Nov 1, 2009
        $showunassigned=true;
        $staffId=0;
        break;

Find again this code:

108
109

    $qwhere.=' AND isanswered=0 ';
}

then replace with this following code:

    $qwhere.=' AND isanswered=0 ';
}elseif($showunassigned) { // Unassigned by Masino Sinaga, Nov 1, 2009
    $results_type='Unassigned Tickets';
    $qwhere.=' AND ticket.staff_id=0 AND ticket.status="open" ';
}

Find again this code:

456
457
458

                case 'open':
                case 'answered':
                case 'assigned':

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

                case 'unassigned':
                ?>
			                        
                        
                            Staff Member:
                             *$errors['staffId']?>
                        
                        
                            Comments/message for assignee.  (Saved as internal note)
                                 *$errors['assign_message']?>
                            <span style="color: #000000; font-weight: bold;"><?=</span><span style="color: #000088;">$info</span><span style="color: #009900;">[</span><span style="color: #0000ff;">'assign_message'</span><span style="color: #009900;">]</span><span style="color: #000000; font-weight: bold;">?></span>
                        
                        
 
                    
                    break;

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

337
338

                        $msg="$i of $count selected tickets deleted";
                    }

then replace with this following code:

                        $msg="$i of $count selected tickets deleted";
                    }elseif(isset($_POST['batchassign'])){  // MOD Batch Assign, added by Masino Sinaga, Nov 1, 2009
                        $i=0;
                        if (($_POST['staffId']) && ($_POST['assign_message'])) {                        	
                          foreach($_POST['tids'] as $k=>$v) {
                            $t = new Ticket($v);
                            if(!$errors && $t->assignStaff($_POST['staffId'],$_POST['assign_message'])){
                              $i++;
                            }                            
                          }
			  $staff=$t->getStaff();
                          $msg="$i of $count selected ticket(s) assigned to ".($staff?$staff->getName():'staff');						  
                          //Check access. This can be happened when the user reassigns the ticket.
                          if($thisuser->getId()!=$_POST['staffId'] && !$thisuser->canAccessDept($t->getDeptId())) {
                            $page='tickets.inc.php';
                            $ticket=null;
                          } 
			} else {
                          $errors['err']='Unable to batch assign the ticket(s), select assignee and or enter the message!';
                        } 
                    }

Find again this code:

/*quick stats...*/
$sql='SELECT count(open.ticket_id) as open, count(answered.ticket_id) as answered '.
     ',count(overdue.ticket_id) as overdue, count(assigned.ticket_id) as assigned '.
     ' FROM '.TICKET_TABLE.' ticket '.
     'LEFT JOIN '.TICKET_TABLE.' open ON open.ticket_id=ticket.ticket_id AND open.status=\'Open\' AND open.isanswered=0 '.
     'LEFT JOIN '.TICKET_TABLE.' answered ON answered.ticket_id=ticket.ticket_id AND answered.status=\'Open\' AND answered.isanswered=1 '.
     'LEFT JOIN '.TICKET_TABLE.' overdue ON overdue.ticket_id=ticket.ticket_id AND overdue.status=\'Open\' AND overdue.isoverdue=1 '.
     'LEFT JOIN '.TICKET_TABLE.' assigned ON assigned.ticket_id=ticket.ticket_id AND assigned.staff_id='.db_input($thisuser->getId());

then replace with this following code:

/*quick stats...*/
$sql='SELECT count(open.ticket_id) as open, count(answered.ticket_id) as answered '.
     ',count(overdue.ticket_id) as overdue, count(assigned.ticket_id) as assigned '.
     ',count(unassigned.ticket_id) as unassigned '.
     ' FROM '.TICKET_TABLE.' ticket '.
     'LEFT JOIN '.TICKET_TABLE.' open ON open.ticket_id=ticket.ticket_id AND open.status=\'Open\' AND open.isanswered=0 '.
     'LEFT JOIN '.TICKET_TABLE.' answered ON answered.ticket_id=ticket.ticket_id AND answered.status=\'Open\' AND answered.isanswered=1 '.
     'LEFT JOIN '.TICKET_TABLE.' overdue ON overdue.ticket_id=ticket.ticket_id AND overdue.status=\'Open\' AND overdue.isoverdue=1 '.
     'LEFT JOIN '.TICKET_TABLE.' unassigned ON unassigned.ticket_id=ticket.ticket_id AND unassigned.staff_id=0 AND unassigned.status=\'open\' '. // Modified by Masino Sinaga, Nov 1, 2009
     'LEFT JOIN '.TICKET_TABLE.' assigned ON assigned.ticket_id=ticket.ticket_id AND assigned.staff_id='.db_input($thisuser->getId());

Find again this code (if you are running 1.6 RC5):

if($stats['assigned']) {
    $nav->addSubMenu(array('desc'=>'My Tickets ('.$stats['assigned'].')','title'=>'Assigned Tickets',
                    'href'=>'tickets.php?status=assigned','iconclass'=>'assignedTickets'));
}

or if you are running 1.6 ST, then please find this code:

if($stats['assigned']) {
    if(!$sysnotice && $stats['assigned']>10)
        $sysnotice=$stats['assigned'].' assigned to you!';
 
    $nav->addSubMenu(array('desc'=>'My Tickets ('.$stats['assigned'].')','title'=>'Assigned Tickets',
                    'href'=>'tickets.php?status=assigned','iconclass'=>'assignedTickets'));
}

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

if($stats['unassigned']) {
    $nav->addSubMenu(array('desc'=>'Unassigned Tickets ('.$stats['unassigned'].')','title'=>'Unassigned Tickets',
                    'href'=>'tickets.php?status=unassigned','iconclass'=>'assignedTickets'));
}

That’ all. Enjoy the result, everyone!

Add Who’s Online Feature into osTicket v1.6 RC5

Masino Sinaga — Sat, 31 Oct 2009 16:51:38 +0000

Today I successfully created another modification by adding a new feature about Who’s Online into osTicket v1.6 RC5. This modification will add a new sub tab under Dashboard tab, with named: User Online, and you can access this from Admin Panel. For those of you who need this feature, you may use this following modification code.

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

CREATE TABLE `ost_useronline` (
  `date_online` datetime NOT NULL default '0000-00-00 00:00:00',
  `username` varchar(20) NOT NULL default '',
  `useragent` varchar(255) NOT NULL default '',
  `ip` varchar(40) NOT NULL default '',
  `location` varchar(255) NOT NULL default '',
  `url` varchar(255) NOT NULL default '',
  `referral` varchar(255) NOT NULL default '',
  PRIMARY KEY  (`username`)
) ENGINE=MyISAM DEFAULT CHARSET=latin1;

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

122	define('TICKET_LOCK_TABLE',TABLE_PREFIX.'ticket_lock');

after that line, please insert this following code:

123	define('USERONLINE_TABLE',TABLE_PREFIX.'useronline');

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

327
328

}
?>

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

    function useronline() {
    	if (empty($_SERVER["HTTP_X_FORWARDED_FOR"])) {
	    $ip_address = $_SERVER["REMOTE_ADDR"];
     	} else {
	    $ip_address = $_SERVER["HTTP_X_FORWARDED_FOR"];
    	}
    	if(strpos($ip_address, ',') !== false) {
	    $ip_address = explode(',', $ip_address);
    	   $ip_address = $ip_address[0];
	}
    	$url = $_SERVER['REQUEST_URI'];
    	$referral = '';
    	$user_agent = $_SERVER['HTTP_USER_AGENT'];
    	$current_user = $this->getUserName();
    	if(!empty($_SERVER['HTTP_REFERER'])) {
	  $referral = $_SERVER['HTTP_REFERER'];
    	}
    	$user_agent = addslashes($user_agent);
    	if (!isset($_GET['t'])) {
          $str_url = explode('/', $url);
          $arr_url = array_reverse($str_url);
	  $t=$arr_url[0]; 				
	} else {
    	  $t = $_GET['t'];
    	}
        $page_title = $t;  
     	$insert_user = db_query("REPLACE INTO ".USERONLINE_TABLE." 
	                         SET date_online=NOW(), 
				 username='$current_user', 
				 useragent='$user_agent', 
         			 ip='$ip_address', 
	    			 location='$page_title', 
			    	 url='$url', 
                                 referral='$referral'");
    }

Open your \include\staff\header.inc.php file, and find this code:
53
<div id="content" width="100%">
after that line, please insert this following code:
54 55 56
$thisuser->useronline(); ?>

Create a new file, copy-paste this following code into it, and then save it as useronline.inc.php file, and put this file into your \include\staff\ sub directory of your osTicket:


/**
 * @filename \include\staff\useronline.inc.php
 * @author Masino Sinaga, http://www.openscriptsolution.com
 * @copyright October 31, 2009
 */
 
if(!defined('OSTSCPINC') || !@$thisuser->isStaff()) die('Access Denied');
 
$qstr='&t=useronline'; //Query string collector
$qwhere =' WHERE 1';
$qselect = 'SELECT * ';
$qfrom=' FROM '.USERONLINE_TABLE.' ';
$total=db_count("SELECT count(*) $qfrom $qwhere");
if($_GET['limit']){
    $qstr.='&limit='.urlencode($_GET['limit']);
}
$pagelimit=$_GET['limit']?$_GET['limit']:5;
$page=($_GET['p'] && is_numeric($_GET['p']))?$_GET['p']:1;
$title='Who\'s Online';
 
//pagenate
$pageNav=new Pagenate($total,$page,$pagelimit);
$pageNav->setURL('admin.php',$qstr);
$query="$qselect $qfrom $qwhere ORDER BY date_online DESC LIMIT ".$pageNav->getStart().",".$pageNav->getLimit();
//echo $query;
$result = db_query($query);
$total = db_num_rows($result);
$showing=$total?$pageNav->showing():"";
?>
User Online ( echo $total; ?>)

  if($num>0){ ?>
         } ?>
 
 
    
        $showing?> 
        $class = "row1";
        $total=0;
        if($result && ($num=db_num_rows($result))):
            while ($row = db_fetch_array($result)) {
                $icon='assignedTicket';
                ?>
            $class?>" id="$row['username']?>">
                
            $class = ($class =='row2') ?'row1':'row2';
            } //end of while.
        else: //no useronline found!! ?> 
            <tr class="$class?>"><td><b>Query returned 0 results.b>td>tr>
        
        endif; ?>
        
          $title?>
        
                  $row['username']?>');">
                  $row['username']?>" src="images/plus.gif">
                  Format::db_daydatetime($row['date_online'])?>
                    
                  $icon?>">Format::htmlchars($row['username'])?>
                    $row['username']?>" class="hide">
                        
                        Location: Format::display($row['location'])?>

                        Referral: Format::htmlchars($row['referral'])?>  

                        IP Address: Format::htmlchars($row['ip'])?>  

                    
 
                
            
            
    
    page:$pageNav->getPageLinks()?>

Open your \scp\admin.php file, and find 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;

and then replace with this following code:

    case 'dashboard':
    case 'syslog':
    case 'useronline': // MOD User Online, Added by Masino Sinaga, October 31, 2009
        $nav->setTabActive('dashboard');
        $nav->addSubMenu(array('desc'=>'System Logs','href'=>'admin.php?t=syslog','iconclass'=>'syslogs'));
        $nav->addSubMenu(array('desc'=>'User Online','href'=>'admin.php?t=useronline','iconclass'=>'syslogs'));
        $page='syslogs.inc.php';
        switch(strtolower($_REQUEST['t'])):
	case 'syslog':
          $page='syslogs.inc.php';
          break;
        case 'useronline': // MOD User Online Added by Masino Sinaga, October 31, 2009
          $page='useronline.inc.php';
          break;
        endswitch;
	break;

That’s all. Enjoy the result, and let me know your feedback.

Notify Staff Member of Their New Account in osTicket v1.6 RC5

Masino Sinaga — Thu, 22 Oct 2009 03:25:30 +0000

This following article will show you how you can add a small feature into osTicket version 1.6 RC5 about notify staff members of their accounts right away after they have been created by Admin or their Manager. When Admin or Manager create a new staff account, then osTicket will send email to the staff email that contains of username and password, including the URL for login to the osTicket System.

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

                if(($uID=Staff::create($_POST,$errors)))
                    $msg=Format::htmlchars($_POST['firstname'].' '.$_POST['lastname']).' added successfully';
                elseif(!$errors['err'])
                    $errors['err']='Unable to add the user. Internal error';

then replace with this following code:

                if(($uID=Staff::create($_POST,$errors))) {
                    $msg=Format::htmlchars($_POST['firstname'].' '.$_POST['lastname']).' added successfully';
                    $helpdesk_email=$cfg->getDefaultEmail();
                    $helpdesk_url=$cfg->getUrl();
                    $helpdesk_title=$cfg->getTitle();
                    if($helpdesk_email){
                       $helpdesk_email->send($_POST['email'], 'Your New Account', 
  ''.$_POST['firstname'].',
 
  We have just created you a new account on '.$helpdesk_title.':
 
  This is your account detail:
 
  Username: '.$_POST['username'].' 
  Password: '.$_POST['npassword'].'
 
  You may login now from: '.$helpdesk_url.'scp/
 
  Please keep this email securely for your archive.
 
  Sincerely,
  '.$thisuser->getName());
                    }  
                } elseif(!$errors['err']) {
                    $errors['err']='Unable to add the user. Internal error';
                }

Hopefully this will help you.

Add Attachment on Internal Note in osTicket v1.6 RC5

Masino Sinaga — Sun, 11 Oct 2009 01:17:43 +0000

This following article will show you how to add attachment on Internal Note in osTicket v1.6 RC5. If you want to implement this on v1.6 RC4, please read the similar article I wrote two days ago: Attachment on Internal Notes in osTicket v1.6 RC4 .

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:

             // added by Masino Sinaga, October 10, 2009, attachment on Internal Notes ?>
            <tr class="header">
              <td>php 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($cfg->canUploadFiles()){ //TODO: may be allow anyways and simply email out attachment?? ?>
                        <div style="margin-top: 3px;">
                            <label for="attachment" >Attach File:label>
                            <input type="file" name="attachment" id="attachment2" size=30px value="$info['attachment']; ?>" /> 
                                <font class="error">&nbsp;php 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'])
                    $ticket->setStatus($_POST['ticket_status']);
            }else{
                $errors['err']=$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, October 10, 2009 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, October 10, 2009, 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'])
                    $ticket->setStatus($_POST['ticket_status']);
 
                // Added by Masino Sinaga, October 10, 2009, 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. Have a nice code!

Display The Forgot Ticket Number List Including The Closed Status in osTicket v1.6 RC5

Masino Sinaga — Tue, 06 Oct 2009 12:25:25 +0000

For those of you who have implemented the modification I made for osTicket through this article: Add Forgot Ticket Number Feature into osTicket System v1.6 RC5 and need to display the forgot ticket number list including the ticket which have closed status, I made a modification regarding this. Please make sure that you have implemented that modification on that link above before doing this modification.

Open forgotticket.php file, and find this code:

  $sqle='SELECT email, ticketID, name FROM '.TICKET_TABLE.
      ' WHERE email='.db_input($femail).' AND status = "open"';
  $respe=db_query($sqle);
  $ticketNumber = '';
  $countRec = db_num_rows($respe);
 
  if ($countRec > 0) {
    $i = 1;
    $nameForgot = '';
    while (list($email,$ticketID,$name) = db_fetch_row($respe)){
      if ($i==1) {
	  $ticketNumber .= $ticketID;
      } else {
          $ticketNumber .= ", ". $ticketID;	
      }
      $nameForgot = $name;
      $i++;
    }
 
    $tplId=$cfg->getDefaultTemplateId();
 
    $sql='SELECT forgot_ticket_subj,forgot_ticket_body FROM '.EMAIL_TEMPLATE_TABLE.
          ' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId);
    $resp=db_query($sql);
    if(db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){
      $body = str_replace("%name", $nameForgot, $body);
      $body = str_replace("%email", $email, $body);
      $body = str_replace("%ticketlist", $ticketNumber, $body);

then replace with this following code:

  $sqle='SELECT email, ticketID, name, status FROM '.TICKET_TABLE.
      ' WHERE email='.db_input($femail).'';
  $respe=db_query($sqle);
  $ticketNumber = '';
  $countRec = db_num_rows($respe);
 
  if ($countRec > 0) {
    $i = 1;
    $j = 1;
    $nameForgot = '';
    while (list($email,$ticketID,$name,$status) = db_fetch_row($respe)){
      if ($status=='open') {
        if ($i==1) {
          $ticketNumber .= $ticketID;
        } else {
          $ticketNumber .= ", ". $ticketID;	
        }
        $i++;
      } else { // closed status
        if ($j==1) {
          $ticketClosed .= $ticketID;
        } else {
          $ticketClosed .= ", ". $ticketID;
        }
        $j++;
      }
      $nameForgot = $name;  	  
    }
 
    $tplId=$cfg->getDefaultTemplateId();
 
    $sql='SELECT forgot_ticket_subj,forgot_ticket_body FROM '.EMAIL_TEMPLATE_TABLE.
         ' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId);
    $resp=db_query($sql);
    if(db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){
 
      $body = str_replace("%name", $nameForgot, $body);
      $body = str_replace("%email", $email, $body);
      $body = str_replace("%ticketlist", $ticketNumber, $body);
      $body = str_replace("%ticketclosed", $ticketClosed, $body);

Adjust the email template from your admin panel menu: Emails -> Templates:

from:

Subject = Forgot Ticket Number
Message Body = %name,

This is the list of your tickets:
%ticketlist

Admin

become:

Subject = Forgot Ticket Number
Message Body = %name,

This is the list of your opened tickets:
%ticketlist

This is the list of your closed tickets:
%ticketclosed

Admin

Hopefully this is helpful.