Open Script Solution» assign http://www.openscriptsolution.com ... where solutions for script programming are found ... Tue, 31 Jan 2012 03:22:52 +0000 en hourly 1 http://wordpress.org/?v=3.3.1 Showing Staff Members of Current Department on Batch Ticket Assign Modification in osTicket v1.6 RC5 http://www.openscriptsolution.com/2009/12/15/showing-staff-members-of-current-department-on-batch-ticket-assign-modification-in-osticket-v1-6-rc5/ http://www.openscriptsolution.com/2009/12/15/showing-staff-members-of-current-department-on-batch-ticket-assign-modification-in-osticket-v1-6-rc5/#comments Tue, 15 Dec 2009 16:07:01 +0000 Masino Sinaga http://www.openscriptsolution.com/?p=1031 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:

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                                $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:

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                                $depts=$thisuser->getDepts();
                                if ($thisuser->isadmin()) {
                                	$where = 'WHERE isactive=1 AND onvacation=0 AND dept.dept_id=staff.dept_id ';
                                } else {
                                	$where = 'WHERE isactive=1 AND onvacation=0 AND dept.dept_id=staff.dept_id '.
		                                      'AND (staff.dept_id IN ('.implode(',',$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.' ';

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]]> http://www.openscriptsolution.com/2009/12/15/showing-staff-members-of-current-department-on-batch-ticket-assign-modification-in-osticket-v1-6-rc5/feed/ 0 Limiting Tickets Based on Current Department in Merge Ticket Selection of osTicket v1.6 RC5 http://www.openscriptsolution.com/2009/12/09/limiting-tickets-based-on-current-department-in-merge-ticket-selection-of-osticket-v1-6-rc5/ http://www.openscriptsolution.com/2009/12/09/limiting-tickets-based-on-current-department-in-merge-ticket-selection-of-osticket-v1-6-rc5/#comments Wed, 09 Dec 2009 11:11:49 +0000 Masino Sinaga http://www.openscriptsolution.com/?p=993 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:

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

then replace that code with this following code:

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                           //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.

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]]> http://www.openscriptsolution.com/2009/12/09/limiting-tickets-based-on-current-department-in-merge-ticket-selection-of-osticket-v1-6-rc5/feed/ 0 Assign Staff from Ticket List in osTicket v1.6 RC5 http://www.openscriptsolution.com/2009/11/12/assign-staff-from-ticket-list-in-osticket-v1-6-rc5/ http://www.openscriptsolution.com/2009/11/12/assign-staff-from-ticket-list-in-osticket-v1-6-rc5/#comments Thu, 12 Nov 2009 15:41:56 +0000 Masino Sinaga http://www.openscriptsolution.com/?p=836 One of the nice MODs on osTicket Discussion Forum is [ADD ON] Assign user from ticket list. This MOD will make you easier to assign the tickets simply from the ticket list page, and only admin and manager are able to do this task. Besides that, each time a ticket assigned to a staff, that staff will get an alert via email. Since there were two members on the forum asking the question whether this MOD working on v1.6 RC5, then I tried to implement it on that version, and everything worked fine. So this modification is for you.

  1. Open your \include\staff\tickets.inc.php file, and then at the first line in that file above, add this following code:

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    <script type="text/javascript">
function changeAssignee(ticketID)
{
	var obj = "staff_select"+ticketID;
	var sel = document.getElementById(obj);
	var assignee = sel.options[sel.selectedIndex].value;
 
	var url = "index.php?update=staff&staffid="+assignee+"&ticket_id="+ticketID;
 
	window.location.href = url;
}
</script>

    Find this code:

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    if(!defined('OSTSCPINC') || !@$thisuser->isStaff()) die('Access Denied');
 
//Get ready for some deep shit..(I admit..this could be done better...but the shit just works... so shutup for now).

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

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    // assign the user from the drop down list if one has been selected
if(isset($_GET['update']) && $_GET['update'] == "staff")
{
    $thisStaff = $_GET['staffid'];
    $ticketToUpdate = $_GET['ticket_id'];
    $tt = new Ticket($ticketToUpdate);
    $staffMessage = "You have been assigned a ticket.";
    $tt->assignStaff($thisStaff,$staffMessage);
}

    Find this code:

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

    then replace with this following code:

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                <th width="180" >From</th>
            <?php if($thisuser->isadmin() || $thisuser->isManager()){ ?> 
            <th width="180" >Assign...</th>
            <?php } ?>
        </tr>

    Find again this code:

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

    then replace with this following code:

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                    <td nowrap><?=Format::truncate($row['name'],22,strpos($row['name'],'@'))?>&nbsp;</td>
                <?php if($thisuser->isadmin() || $thisuser->isManager()){ ?>
                <td nowrap>
                  <!-- staff select added by me -->
                  <?php
                  $thisTicket = new Ticket($row['ticket_id']);
                  ?>                    
                  <select id="staff_select<? echo $row['ticket_id'];?>" onchange="changeAssignee(<? echo $row['ticket_id'] ?>);">
                   <option <?if($row['staff_id'] == 0){?>SELECTED<?}?> value="0">Assign...</option>
                   <?php
                     $possibleAssignees = $thisTicket->getPossibleAssignees($row['staff_id']);
                   ?>
                 </select>
                </td>                
                <?php } ?>
            </tr>
  2. Open your \include\class.ticket.php file, and find this code:

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    }
?>

    then replace with this following code:

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      function getPossibleAssignees($currentStaffID)
  {
     $sql = "SELECT staff_id, CONCAT(firstname,' ',lastname) as name from ".STAFF_TABLE;
     $query = db_query($sql);
     $i=0;
     while($row = db_fetch_array($query))
     {
          $id = $row['staff_id'];
      $name = $row['name'];
 
      if($currentStaffID == $id)
      {
           $option = "<option value=\"".$id."\" SELECTED>".$name."</option>";               
       } else {
           $option = "<option value=\"".$id."\">".$name."</option>";           
            }
 
         echo $option;
      }
  }  
}
?>

Enjoy the result!

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]]> http://www.openscriptsolution.com/2009/11/12/assign-staff-from-ticket-list-in-osticket-v1-6-rc5/feed/ 5 Add Batch Ticket Assign Feature into osTicket v1.6 RC5 http://www.openscriptsolution.com/2009/11/01/add-batch-ticket-assign-feature-into-osticket-v1-6-rc5/ http://www.openscriptsolution.com/2009/11/01/add-batch-ticket-assign-feature-into-osticket-v1-6-rc5/#comments Sun, 01 Nov 2009 15:02:24 +0000 Masino Sinaga http://www.openscriptsolution.com/?p=753 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.

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

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    $showoverdue=$showanswered=false;

    after that line, please insert this following code:

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

    Find again this code:

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

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

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

    Find again this code:

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

    then replace with this following code:

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        $qwhere.=' AND isanswered=0 ';
}elseif($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:

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

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

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                    case 'unassigned':
                ?>
			<input type="hidden" name="a" value="mass_process" >                        
                        <div>
                            <span for="staffId">Staff Member:</span>
                            <select id="staffId" name="staffId">
                                <option value="0" selected="selected">-Select Staff Member.-</option>
                                <?
                                //TODO: make sure the user's group is also active....DO a join.
                                $sql=' SELECT staff_id,CONCAT_WS(", ",lastname,firstname) as name FROM '.STAFF_TABLE.
                                     ' WHERE isactive=1 AND onvacation=0 ';
                                $depts= db_query($sql.' ORDER BY lastname,firstname ');
                                while (list($staffId,$staffName) = db_fetch_row($depts)){
 
                                    $selected = ($info['staffId']==$staffId)?'selected':''; ?>
                                    <option value="<?=$staffId?>"<?=$selected?>><?=$staffName?></option>
                                <?
                                }?>
                            </select><font class='error'>&nbsp;*<?=$errors['staffId']?></font>
                        </div>
                        <div>
                            <span >Comments/message for assignee. &nbsp;(<i>Saved as internal note</i>)
                                <font class='error'>&nbsp;*<?=$errors['assign_message']?></font></span>
                            <textarea name="assign_message" id="assign_message" cols="50" rows="7" 
                                wrap="soft" style="width:60%;"><?=$info['assign_message']?></textarea>
                        </div>
                        <input class="button" type='submit' name='batchassign' value='Batch Assign' />
 
<?php                    
                    break;
  2. Open your \scp\tickets.php file, and find this code:

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

    then replace with this following code:

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                            $msg="$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:

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    /*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:

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    /*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):

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    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:

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    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:

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    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!

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]]> http://www.openscriptsolution.com/2009/11/01/add-batch-ticket-assign-feature-into-osticket-v1-6-rc5/feed/ 11 Remind Staff about Assigned Ticket in osTicket System v1.6 RC5 http://www.openscriptsolution.com/2009/09/28/remind-staff-about-assigned-ticket-in-osticket-system-v1-6-rc5/ http://www.openscriptsolution.com/2009/09/28/remind-staff-about-assigned-ticket-in-osticket-system-v1-6-rc5/#comments Mon, 28 Sep 2009 07:02:57 +0000 Masino Sinaga http://www.openscriptsolution.com/?p=447 There is an interesting feature request in osTicket Discussion Forum about how to send an email to an already assigned staff member to remind them to get on their tickets. To implement this new feature, I made a modification.

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

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    <table align="center" class="ticketinfo" cellspacing="1" cellpadding="3" width="100%" border=0>
<tr>
<th>Assigned Staff:</th>
<td><?=$staff?Format::htmlchars($staff->getName()):'- unassigned -'?></td>
</tr>

    then replace with this following code:

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            <table align="center" class="ticketinfo" cellspacing="1" cellpadding="3" width="100%" border=0>
            <tr>
                <th>Assigned Staff:</th>
                <td><?php $assigned_staff=$staff?Format::htmlchars($staff->getName()):'- unassigned -'?>
                <?php echo $assigned_staff; ?> 
		</td>
            </tr>

    find this code around line 135:

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        </tr>
</table>
<div>

    then replace with this following code:

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        </tr>
</table>
 
<?php if ($assigned_staff!='- unassigned -') { ?>
<form action="tickets.php?id=<?=$id?>" name="frmremindstaff" method="post" enctype="multipart/form-data">
  <input type="hidden" name="ticket_id" value="<?=$id?>" />
  <input type="hidden" name="a" value="remind" />
  <input type="hidden" name="staffId" value="<? echo $staff->getId(); ?>" />
  <input type="hidden" name="remind_message" value="Reminded" />
  <input class="button" type='submit' value='Remind <?php echo $assigned_staff ?> for this ticket!' />
</form>             
<?php } ?>
 
<div>
  2. Open \include\class.ticket.php file, and find this code:

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    }
?>

    before the first line of that code above, insert the following code:

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        //Remind: staff
    function remindStaff($staffId,$message,$alertstaff=true) {
        global $thisuser,$cfg;
 
        $staff = new Staff($staffId);
        if(!$staff || !$staff->isAvailable() || !$thisuser)
	  return false;
 
        // if($this->setStaffId($staff->getId())){
            //Reopen the ticket if cloed.                
            if($this->isClosed()) //Assigned ticket Must be open.
                $this->reopen();
            //Send Notice + Message to assignee. (if directed)
            if($alertstaff && $staff->getId()!=$thisuser->getId()) { //No alerts for self assigned.
                //Send Notice + Message to assignee.
                $dept=$this->getDept();  // Updated by Masino Sinaga, before: $dept=$ticket->getDept(); 
                if(!$dept || !($tplId=$dept->getTemplateId()))
                    $tplId=$cfg->getDefaultTemplateId();
 
                $sql='SELECT assigned_alert_subj,assigned_alert_body FROM '.EMAIL_TEMPLATE_TABLE.
                 ' WHERE cfg_id='.db_input($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);
                    $body = str_replace('%note',$message,$body);
                    $body = str_replace("%message", $message,$body); //Previous versions used message.
 
                    if(!($email=$cfg->getAlertEmail()))
                        $email=$cfg->getDefaultEmail();
 
                    if($email) {
                        $email->send($staff->getEmail(),$subj,$body);
                    }
                }else {
                    Sys::log(LOG_WARNING,'Template Fetch Error',"Unable to fetch 'assigned' alert template #$tplId");
                }
            }
            return true;
        // }
        // return false;
    }
  3. Open \scp\tickets.php file, and find this code:

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            case 'assign':
            $fields=array();

    before the first line of that code above, insert the following code:

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            case 'remind':
            $fields=array();
            $fields['staffId']          = array('type'=>'int',  'required'=>1, 'error'=>'Select assignee');
            $fields['remind_message']   = array('type'=>'text',  'required'=>1, 'error'=>'Message required');
            $params = new Validator($fields);
            if(!$params->validate($_POST)){
                $errors=array_merge($errors,$params->errors());
            }
            if(!$errors && $ticket->remindStaff($_POST['staffId'],$_POST['remind_message'])){
                $msg="This staff has been reminded.";
            }else{
                $errors['err']=$errors['err']?$errors['err']:'Unable to remind staff at the moment. Please try again later.';
            }
            break;
  4. Open again \include\class.ticket.php file, and find this code:

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        //Replace base variables.
    function replaceTemplateVars($text){
        global $cfg;

    then replace with this following code:

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        //Replace base variables.
    function replaceTemplateVars($text){
        global $cfg;
        global $thisuser;

    find again this code:

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            $search = array('/%id/','/%ticket/','/%email/','/%name/','/%subject/','/%topic/','/%phone/','/%status/','/%priority/',
                        '/%dept/','/%assigned_staff/','/%createdate/','/%duedate/','/%closedate/','/%url/');
        $replace = array($this->getId(),
                         $this->getExtId(),
                         $this->getEmail(),
                         $this->getName(),
                         $this->getSubject(),
                         $this->getHelpTopic(),
                         $this->getPhoneNumber(),
                         $this->getStatus(),
                         $this->getPriority(),
                         ($dept?$dept->getName():''),
                         ($staff?$staff->getName():''),
                         Format::db_daydatetime($this->getCreateDate()),
                         Format::db_daydatetime($this->getDueDate()),
                         Format::db_daydatetime($this->getCloseDate()),
                         $cfg->getBaseUrl());

    then replace with this following code:

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            $search = array('/%id/','/%ticket/','/%email/','/%name/','/%subject/','/%topic/','/%phone/','/%status/','/%priority/',
                        '/%dept/','/%assigned_staff/','/%createdate/','/%duedate/','/%closedate/','/%url/','/%assignee/','/%assigner/');
        $replace = array($this->getId(),
                         $this->getExtId(),
                         $this->getEmail(),
                         $this->getName(),
                         $this->getSubject(),
                         $this->getHelpTopic(),
                         $this->getPhoneNumber(),
                         $this->getStatus(),
                         $this->getPriority(),
                         ($dept?$dept->getName():''),
                         ($staff?$staff->getName():''),
                         Format::db_daydatetime($this->getCreateDate()),
                         Format::db_daydatetime($this->getDueDate()),
                         Format::db_daydatetime($this->getCloseDate()),
                         $cfg->getBaseUrl(),
			 ($staff?$staff->getName():''),
			 $thisuser->getUsername());

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