Open Script Solution» batch 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 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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