Open Script Solution» client

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

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

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

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

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

You also have to alter the ost_email_template by adding two new fields in order to create new email template for closing alert ticket. Simply run this following SQL script to your osTicket database as well as the first step above:
```
ALTER TABLE ost_email_template 
ADD COLUMN `ticket_closed_subj` varchar(255) default '' NOT NULL,
ADD COLUMN `ticket_closed_body` text NOT NULL;
```

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

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

after that line, please insert this following code:

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

 // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?>
        <tr><th valign="top">Closed Ticket Alert:th>
            <td>
              <input type="radio" name="closed_alert_active"  value="1"   $config['closed_alert_active']?'checked':''?> />Enable
              !$config['closed_alert_active']?'checked':''?> />Disable
              
Admin Email gets an alert by default. Select additional recipients below  $errors['closed_alert_active']?>

              $config['closed_alert_assigned']?'checked':''?>> Assigned Staff
              $config['closed_alert_dept_manager']?'checked':''?>> Department Manager
              $config['closed_alert_dept_members']?'checked':''?>> Department Members (spammy)

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

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

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

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

Find again this code:

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

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

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

Find again this code:

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

replace with this following code:

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

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

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

then replace with this following code:

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

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

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

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

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

179 180 181 182 183 184 185 186 187 188 189 190 191 192 193	// Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?> <tr class="header"><td colspan=2 >Closed Ticket Alert/Noticetd>tr> <tr class="subheader"><td colspan=2 >Alert sent to staff on closed tickets.td>tr> <tr> <th>Subjectth> <td> <input type="text" size="65" name="ticket_closed_subj" value="$tpl['ticket_closed_subj']?>">  <font class="error"> $errors['ticket_closed_subj']?>
Message Body:	<span style="color: #000000; font-weight: bold;"><?=</span><span style="color: #000088;">$tpl</span><span style="color: #009900;">[</span><span style="color: #0000ff;">'ticket_closed_body'</span><span style="color: #009900;">]</span><span style="color: #000000; font-weight: bold;">?></span> $errors['ticket_closed_body']?>

 // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?>
            <tr class="header"><td colspan=2 >Closed Ticket Alert/Noticetd>tr>
            <tr class="subheader"><td colspan=2 >Alert sent to staff on closed tickets.td>tr>
            <tr>
                <th>Subjectth>
                <td>
                    <input type="text" size="65" name="ticket_closed_subj" value="$tpl['ticket_closed_subj']?>">
                            &nbsp;<font class="error">&nbsp;$errors['ticket_closed_subj']?>

Message Body:

$errors['ticket_closed_body']?>

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

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

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

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

Find again this code:

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

then replace with this following code:

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

Find again this code:

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

then replace with this following code:

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

That’s all for the modification!

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

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

Closed Ticket Alert

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

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

Displaying Help Topic Based on Selected Department in New Ticket Form at Client Side of osTicket v1.6 RC5

Masino Sinaga — Thu, 03 Dec 2009 05:23:40 +0000

One of the advantages of osTicket after comparing to another ticketing system is the ability to clasify the tickets based on its department and its help topic. For those of you who implement osTicket for such company which has several departments, which is each department has several help topics, you need to filter the related help topic based on the department that selected by your customer or client. Since the help topic is the part of department, then the ticket will be able being sent to the right topic and also to the related department. This modification will add the department selection in the open or new ticket form at the client side. When the particular department selected by client, then at the Help Topic directive will automatically display all help topics belong to the selected department.

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

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Help Topic:	* $errors['topicId']?>

then replace with this following code:

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Department:	* $errors['deptId']?>
Help Topic:	* $errors['topicId']?>

Find again this code:

form>

after that line, please insert this following code:

<script>
 
function getXMLHTTP() { //fuction to return the xml http object
		var xmlhttp=false;	
		try{
			xmlhttp=new XMLHttpRequest();
		}
		catch(e)	{		
			try{			
				xmlhttp= new ActiveXObject("Microsoft.XMLHTTP");
			}
			catch(e){
				try{
				xmlhttp = new ActiveXObject("Msxml2.XMLHTTP");
				}
				catch(e1){
					xmlhttp=false;
				}
			}
		}
 
		return xmlhttp;
	}
 
    function getTopic(strURL)
    {         
     var req = getXMLHTTP(); // fuction to get xmlhttp object
     if (req)
     {
      req.onreadystatechange = function()
     {
      if (req.readyState == 4) { //data is retrieved from server
       if (req.status == 200) { // which reprents ok status                    
         document.getElementById('topicdiv').innerHTML=req.responseText;
      }
      else
      { 
         alert("There was a problem while using XMLHTTP:\n");
      }
      }            
      }        
    req.open("GET", strURL, true); //open url using get method
    req.send(null);
     }
    }

Create a new file named findtopic.php, then put it to the root directory of your osTicket. Copy-paste this following code into that file:


 
/* File   : findtopic.php */
/* Purpose: This file will help you to display the help topic */ 
/*          automatically based on the selected department */
/*          in the open or new ticket form at the client side */
/* Author : Masino Sinaga, http://www.openscriptsolution.com */
/* Created: December 2, 2009 */
 
require_once('main.inc.php');
if(!defined('INCLUDE_DIR')) die('Fatal Error');
define('CLIENTINC_DIR',INCLUDE_DIR.'client/');
define('OSTCLIENTINC',TRUE); //make includes happy
 
$topic_id=$_GET['topic_id'];
$query="SELECT topic_id,topic FROM ".TOPIC_TABLE." 
        WHERE isactive=1 AND dept_id = ".$topic_id." 
				ORDER BY topic";
$result=db_query($query);
 
?>

Open your open.php file, and find this code:

22	$_POST['deptId']=$_POST['emailId']=0; //Just Making sure we don't accept crap...only topicId is expected.

then replace with this following code:

22	// $_POST['deptId']=$_POST['emailId']=0; //Just Making sure we don't accept crap...only topicId is expected.

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

1051	if(strcasecmp($origin,'web')==0) { //Help topic only applicable on web tickets.

after that line, please insert this following code:

1052	$fields['deptId'] = array('type'=>'int', 'required'=>1, 'error'=>'Dept. required');

Find again this code:

1151	if(isset($var['topicId']) && !$var['deptId']) { //Ticket created via web by user

then replace with this following code:

1151	if(isset($var['topicId']) && $var['deptId']) { //Ticket created via web by user

How to Change Color in Check Ticket Status Form in osTicket v1.6 RC5

Masino Sinaga — Mon, 16 Nov 2009 08:27:21 +0000

If you want to change the color on your check ticket status form in osTicket v1.6 RC5, then you may implement this following modification by editing the \styles\colors.css and \include\client\login.inc.php files. This modification also will answer the question in osTicket Discussion Forum that asking about this modification.

Open your \styles\colors.css file, and find this code:

195	hr { border:none; border-bottom:1px solid #ccc; margin:10px 0 10px 0; }

after that line, please insert this following code:

.labelloginclient {
 color:blue;
}
.textloginclient {
 background:#999eee;
}

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

    
         
            E-Mail: $e?>">
            Ticket ID: $t?>">

then replace with this following code:

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            E-Mail: $e?>" class="textloginclient">
            Ticket ID: $t?>" class="textloginclient">



If you want to change the form background color, then you may change the “#EEEEEE” value above become the other value. Hope it helps.



Multiple Attachments for Client-Side of osTicket v1.6 RC5
Masino Sinaga — Sun, 25 Oct 2009 08:21:31 +0000
There are lots of questions and requests that asking about the feature at the title of this article. I successfully made the modification regarding this, and now it works properly in client-side of osTicket v1.6 RC5. 


First of all, download this file, extract it, there is one file inside named multifile.js, then copy it into your root directory of your osTicket, and also to your \scp\ sub directory.

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

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        Attachment:
        
             $errors['attachment']?>
        
    

then replace with this following code:

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        Attachment:
        
            
             $errors['file_1']?>
        
    

        Files:
        




        
    



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

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

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

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    //online based attached files.
    function insertAttachment($ft,$fn,$fs,$refid,$type){
        global $cfg;
 
        if(!$ft || !$refid || !$type)
             return 0;
 
        $dir=$cfg->getUploadDir();
        $rand=Misc::randCode(16);
        $fn=Format::file_name($fn);
        $filename=rtrim($dir,'/').'/'.$rand.'_'.$fn;
        if(move_uploaded_file($ft,$filename)){
            $sql ='INSERT INTO '.TICKET_ATTACHMENT_TABLE.' SET created=NOW() '.
                  ',ticket_id='.db_input($this->getId()).
                  ',ref_id='.db_input($refid).
                  ',ref_type='.db_input($type).
                  ',file_size='.db_input($fs).
                  ',file_name='.db_input($fn).
                  ',file_key='.db_input($rand);
            if(db_query($sql) && ($id=db_insert_id()))
                return $id;
            //DB  insert failed!--remove the file..
            @unlink($filename);
        }
        return 0;
    }

Find again this code:

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            //Upload attachments...web based.
            if($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments() && $msgid) {    
                if(!$cfg->allowAttachmentsOnlogin() || ($cfg->allowAttachmentsOnlogin() && ($thisclient && $thisclient->isValid()))) {
                    $ticket->uploadAttachment($_FILES['attachment'],$msgid,'M');
                    //TODO: recover from upload issues?
                }
            }

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

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            $totalsize=0;
            foreach($_FILES as $file) {
              if ($file['name']!='') {
                if(!$cfg->canUploadFileType($file['name'])) {          	
                  $errors['file_1'] .= 'Invalid file type [ '.$file['name'].' ].
';
                }
              }
              if(!$cfg->allowOnlineAttachments()) {
                $errors['file_1'] .= 'File [ '.$file['name'].' ] rejected.
';
              }
              $totalsize = $totalsize + $file['size'];
            }
            if($totalsize>$cfg->getMaxFileSize()) {
              $errors['file_1'] .= 'File is too big ('.$totalsize.' bytes). Max '.$cfg->getMaxFileSize().' bytes allowed.
';
            }
 
            $uploaded = '';
            foreach($_FILES as $file) {
              if ($file['name'] != NULL ) {
                if(!$cfg->canUploadFileType($file['name'])) {
                  $error = 'Error  '.$file['type'].' File type '.$file['name'].' ignored.';
                  echo $error;
                } else {
                  $dir=$cfg->getUploadDir();
                  $rand=Misc::randCode(16);
                  $file['name']=Format::file_name($file['name']);
                  $upload_file=rtrim($dir,'/').'/'.$rand.'_'.$file['name'];
                  if (file_exists($upload_file)) {
                    $error = 'Error '.$file['name'].' - already exist.';
                    echo $error;
                  } elseif ($ticket->insertAttachment($file['tmp_name'],$file['name'],$file['size'],$msgid,'M')!=0) {
                    $uploaded = 'Uploaded '.$file['name'].'.';
                    echo $uploaded;
                  } else {
                    $error = 'Error Upload failed '.$file['name'].' - Try again.';
                    echo $error;										
                  }
                }
              }
            }



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

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                Attach File
$info['attachment']?>" /> 
                     $errors['attachment']?>
            

then replace with this following code:

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        Attachment:

             $errors['file_1']?>
        
Files:







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

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                $errors['attachment']='File is too big. Max '.$cfg->getMaxFileSize().' bytes allowed';
        }

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

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        $totalsize=0;
        foreach($_FILES as $file) {
                if ($file['name']!='') {
            	  if(!$cfg->canUploadFileType($file['name'])) {
          	    $errors['file_1'] .= 'Invalid file type [ '.$file['name'].' ].
';
          	  }
                }
          	if(!$cfg->allowOnlineAttachments()) {
                  $errors['file_1'] .= 'File [ '.$file['name'].' ] rejected.
';
		}
          	$totalsize = $totalsize + $file['size'];
        }
        if($totalsize>$cfg->getMaxFileSize()) {
	   $errors['file_1'] .= 'File is too big ('.$totalsize.' bytes). Max '.$cfg->getMaxFileSize().' bytes allowed.
';
	}

Find again this code:

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                if($_FILES['attachment']['name'] && $cfg->canUploadFiles() && $cfg->allowOnlineAttachments())
                    $ticket->uploadAttachment($_FILES['attachment'],$msgid,'M');

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

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            $uploaded = '';
            foreach($_FILES as $file) {
              if ($file['name'] != NULL ) {
                if(!$cfg->canUploadFileType($file['name'])) {
                  $error = 'Error  '.$file['type'].' File type '.$file['name'].' ignored.
';
                  echo $error;
                } else {
                  $dir=$cfg->getUploadDir();
                  $rand=Misc::randCode(16);
                  $file['name']=Format::file_name($file['name']);
                  $upload_file=rtrim($dir,'/').'/'.$rand.'_'.$file['name'];
                  if (file_exists($upload_file)) {
                    $error = 'Error '.$file['name'].' - already exist.
';
                    echo $error;
                  } elseif ($ticket->insertAttachment($file['tmp_name'],$file['name'],$file['size'],$msgid,'M')!=0) {
                    $uploaded = 'Uploaded '.$file['name'].'.
';
                    echo $uploaded;
                  } else {
                    $error = 'Error Upload failed '.$file['name'].' - Try again.';
                    echo $error;										
                  }
                }
              }
            }



Open your open.php file, and find this code:

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    //Ticket::create...checks for errors..

then replace with this following code:

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    //Ticket::create...checks for errors..
 
    $totalsize=0;
    foreach($_FILES as $file) {
    	if ($file['name']!='') {
        if(!$cfg->canUploadFileType($file['name'])) {          	
          $errors['file_1'] .= 'Invalid file type [ '.$file['name'].' ].
';
        }
      }
      if(!$cfg->allowOnlineAttachments()) {
	  $errors['file_1'] .= 'File [ '.$file['name'].' ] rejected.
';
      }
      $totalsize = $totalsize + $file['size'];
    }
    if($totalsize>$cfg->getMaxFileSize()) {
      $errors['file_1'] .= 'File is too big ('.$totalsize.' bytes). Max '.$cfg->getMaxFileSize().' bytes allowed.
';
    }



That’s all. Enjoy the code, everyone!



Record per Page Limit in Client My Ticket Page in osTicket v1.6 RC5
Masino Sinaga — Fri, 23 Oct 2009 06:26:43 +0000
Today I made another modification into osTicket version 1.6 RC5. It was about the page limit or displaying the ticket list page based on the maximum record per page. I wanted the ability for client to choose and also to change how many records per page will be displayed in the My Ticket page. After I modified, then there will be a new selection for page limit upon the ticket list on that page. When client choose a specific number from that selection or combobox, then the page will be automatically adjust to that specific number and updating the ticket list properly. So here is the code. 


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

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<div style="margin: 10px 0 60px 0;">

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

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<form name="form">

Find again this code:

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        $showing?>  $results_type?>

after that line, please insert this following code:

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             Limit:
            
              

Find again this code:

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 table>

after that line, please insert this following code:

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 form>



That’s all. Now client can choose the page limit when displaying the ticket list from My Ticket page.




CC Email in osTicket v1.6 RC5
Masino Sinaga — Wed, 21 Oct 2009 05:06:31 +0000
There are several questions in osTicket Discussion Forum that asking about CC Email in osTicket. If you want to implement CC (Carbon Copy) Email in osTicket v1.6 RC5, you may apply the modification I made. I modified the class.email.php file that located in \include\ sub directory of osTicket System. 


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

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    function send($to,$subject,$message,$attachment=null) {

then replace with this following code:

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    function send($to,$subject,$message,$attachment=null,$cc='') {

Find again this code:

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        $headers = array ('From' => $from,
                          'To' => $to,
                          'Subject' => $subject,
                          'Message-ID' =>'<'.Misc::randCode(6).''.time().'-'.$this->getEmail().'>',
                          'X-Mailer' =>'osTicket v 1.6',
                          'Content-Type' => 'text/html; charset="UTF-8"'
                          );

then replace with this following code:

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        if ($cc!='') {
          $headers = array ('From' => $from,
                          'To' => $to,
                          'Subject' => $subject,
                          'Cc' => $cc,
                          'Message-ID' =>'<'.Misc::randCode(6).''.time().'-'.$this->getEmail().'>',
                          'X-Mailer' =>'osTicket v 1.6',
                          'Content-Type' => 'text/html; charset="UTF-8"'
                          );
        } else {
          $headers = array ('From' => $from,
                          'To' => $to,
                          'Subject' => $subject,
                          'Message-ID' =>'<'.Misc::randCode(6).''.time().'-'.$this->getEmail().'>',
                          'X-Mailer' =>'osTicket v 1.6',
                          'Content-Type' => 'text/html; charset="UTF-8"'
                          );					
	}



Now, if you want to add a CC Email when calling that send function belongs to class.email.php, then you may use the following code, for example:

$email->send($email_to,$subject,$body,null,$email_cc); // without attachment

which $email_cc is a variable that contains of the valid email that you want to CC it.

Hopefully this will help you.



Recording and Displaying The Last Client and Staff Visit in osTicket v1.6 RC5
Masino Sinaga — Mon, 19 Oct 2009 04:01:27 +0000
It is necessary or even important for staff to know when a ticket being accessed for the very last time both by client/customer and staff in osTicket. I have successfully created a modification about it. This modification will record and display the date and time when the certain ticket being accessed for the very last time. If staff accesses a ticket, then he/she will be able to know when client accessed that ticket for the very last time. Also, staff will be able to know who is the staff accessed that ticket for the very last time. If that ticket is being accessed for the very first time, then there will be no staff information accessed that ticket, until the current staff refresh and reload that viewticket page. 


First of all, you have to create a new table named ost_ticket_visit inside your osTicket database. Use this SQL from your phpMyAdmin or your another MySQL tools:

CREATE TABLE `ost_ticket_visit` (
  `ticketID` int(11) NOT NULL,
  `lastvisitclient` datetime default NULL,
  `lastvisitstaff` datetime default NULL,
  `staff_id` int(10) NOT NULL,
  PRIMARY KEY  (`ticketID`)
) ENGINE=MyISAM DEFAULT CHARSET=latin1;



Open index.php file, and find this code:

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  <form class="status_form" action="tickets.php" method="post">

then replace with this following code:

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  <form class="status_form" action="login.php" method="post">

Note: Please avoid this step if you already have the modification version.

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

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

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

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    define('TICKET_VISIT_TABLE',TABLE_PREFIX.'ticket_visit'); // MOD Check lastlogin/lastlogout, added by Masino Sinaga, Oct 19, 2009



Open your login.php file, and find this code:

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            @header("Location: tickets.php");
            require('tickets.php'); //Just incase. of header already sent error.
            exit;

then replace with this following code:

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            //@header("Location: tickets.php");
            // MOD Last visit by client and staff, Added by Masino Sinaga, Oct 19, 2009
            $ticket->updateLastVisit($ticketID);
            @header("Location: tickets.php?id=" . $ticketID . ""); 
            require('tickets.php'); //Just incase. of header already sent error.           
            exit;



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

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        //Everything checked out.
        $inc='viewticket.inc.php';

then replace with this following code:

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        // MOD Last visit by client and staff, Added by Masino Sinaga, Oct 19, 2009
        $ticket->updateLastVisit($id);
        //Everything checked out.
        $inc='viewticket.inc.php';



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

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}
?>

then replace with this following code:

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   // MOD Last Visit by client and staff, Added by Masino Sinaga, Oct 19, 2009
   function updateLastVisit($ticketID, $staffId=0) {
     if ($staffId==0) {	
       if(db_query('UPDATE '.TICKET_VISIT_TABLE.' 
	                SET lastvisitclient=NOW() 
 		        WHERE ticketID='.db_input($ticketID)) && db_affected_rows()){
          return true;
        } else {
          $sqlinsert = 'REPLACE INTO '.TICKET_VISIT_TABLE.' 
			   SET ticketID = '.db_input($ticketID).', 
			   lastvisitclient = NOW()';					
          if(db_query($sqlinsert) && ($msgid=db_insert_id())) {
            return true;	
          }
        }
      } else { 
	if(db_query('UPDATE '.TICKET_VISIT_TABLE.' 
	                 SET lastvisitstaff=NOW(), staff_id='.db_input($staffId).' 
		         WHERE ticketID='.db_input($ticketID)) && db_affected_rows()){
          return true;
        } else {
          $sqlinsert = 'REPLACE INTO '.TICKET_VISIT_TABLE.' 
	                   SET ticketID='.db_input($ticketID).', 
	                   lastvisitstaff=NOW(), 
			   staff_id='.db_input($staffId).'';					
          if(db_query($sqlinsert) && ($msgid=db_insert_id())) {
            return true;	
          }
        }			
      }
      return false;
   }
}
?>



Create a new blank file, copy-paste this following code into it, and save it as class.visit.php, and put this file in \include\ sub directory:

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/*********************************************************************
    class.visit.php
 
    Handles the last ticket visiting, both for client and staff
 
    Masino Sinaga 
    Copyright (c)  2006,2007,2008,2009 osTicket
    http://www.openscriptsolution.com
 
    Released under the GNU General Public License WITHOUT ANY WARRANTY.
    See LICENSE.TXT for details.
 
    $Id: $
**********************************************************************/
 
class Visit {
 
    var $id;
    var $ticketID;
    var $udata;
    var $lastvisitclient;
    var $lastvisitstaff;
    var $staff_id;
    var $staff_name;
 
    function Visit($id){
        $this->id =0;
        return ($this->lookup($id));
    }
 
    function lookup($id){
        $sql='SELECT * FROM '.TICKET_VISIT_TABLE.' WHERE ticketID='.db_input($id);
        $res=db_query($sql);
        if(!$res || !db_num_rows($res))
            return NULL;
 
        $row=db_fetch_array($res);
        $this->udata=$row;
        $this->id = $row['ticketID']; 
        $this->lastvisitclient = $row['lastvisitclient'];
        $this->lastvisitstaff = $row['lastvisitstaff'];
        $this->staff_id = $row['staff_id'];
 
        return($this->id);
    }
 
    function getClientLastVisit(){
        return($this->lastvisitclient);
    }
 
    function getStaffLastVisit(){
        return($this->lastvisitstaff);
    }
 
    function getStaffID(){
        return($this->staff_id); 
    }
 
    function getStaffName(){
        $sql='SELECT username FROM '.STAFF_TABLE.' WHERE staff_id='.db_input($this->getStaffID());
        if(($res=db_query($sql)) && db_num_rows($res)) {
          $row=db_fetch_array($res);
          $this->staff_name = $row['username'];
        }
        return($this->staff_name);
    }
 
}
?>



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

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     <td width=50%>	
    <table align="center" class="ticketinfo" cellspacing="1" cellpadding="3" width="100%" border=0>

then replace with this following code:

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            Client Last Visit: 
         echo Format::db_datetime($visit->getClientLastVisit()); ?>
      

Find again this code:

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     td>
     <td width=50% valign="top">
        <table align="center" class="ticketinfo" cellspacing="1" cellpadding="3" width="100%" border=0>

then replace with this following code:

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            Staff Last Visit: 
         echo Format::db_datetime($visit->getStaffLastVisit());
				      echo ($visit->getStaffName() != '') ? ' ('.$visit->getStaffName().')' : ''; ?>
      



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

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require_once(INCLUDE_DIR.'class.banlist.php');

then replace with this following code:

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require_once(INCLUDE_DIR.'class.banlist.php');
require_once(INCLUDE_DIR.'class.visit.php'); // MOD Last Visit by client and staff, Added by Masino Sinaga, October 19, 2009

Find again this code:

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    if(!$errors && $ticket->getId()==$id)
        $page='viewticket.inc.php'; //Default - view

then replace with this following code:

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    if(!$errors && $ticket->getId()==$id) { 
        // MOD Last visit by client and staff, Added by Masino Sinaga, October 19, 2009
        $ticketID = $ticket->getExtId();
        $visit= new Visit($ticketID);
        $page='viewticket.inc.php'; //Default - view
        $ticket->updateLastVisit($ticketID, $thisuser->getId());
    }

Find again this code:

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                $msg='Ticket updated successfully';
                $page='viewticket.inc.php';

then replace with this following code:

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                $msg='Ticket updated successfully';
                //$page='viewticket.inc.php';
                // MOD Last visit by client and staff, Added by Masino Sinaga, October 19, 2009
	        $ticketID = $ticket->getExtId();
                $visit= new Visit($ticketID);
                $page='viewticket.inc.php'; //Default - view
                $ticket->updateLastVisit($ticketID, $thisuser->getId());

Find again this code:

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                        $page='viewticket.inc.php';
                        $ticket->reload(); //Reload ...possibly assigned!

then replace with this following code:

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                        //$page='viewticket.inc.php';
	                // MOD Last visit by client and staff, Added by Masino Sinaga, October 19, 2009
                        $ticketID = $ticket->getExtId();
                        $visit= new Visit($ticketID);
                        $page='viewticket.inc.php'; //Default - view
                        $ticket->updateLastVisit($ticketID, $thisuser->getId());
                        $ticket->reload(); //Reload ...possibly assigned!



That’s all. Now as a staff, you are able to see when the last time your customer access that ticket from the viewticket page, including when you or another staff access that ticket for the very last time.




How to Avoid Duplicate Message from Client Saved in osTicket v1.6 RC5
Masino Sinaga — Sun, 20 Sep 2009 15:01:36 +0000
Actually, this modification is similar with another one that I made here: How to Avoid Duplicate Ticket Content in osTicket System. After client post message (reply) to his/her ticket that has been created before, then client reload/refresh that next page, the duplicate message will be saved in database. This modification will avoid that duplicate message saved in database of your osTicket System. 


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

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    //Insert message from client
    function postMessage($msg,$source='',$msgid=NULL,$headers='',$newticket=false){
        global $cfg;
 
        if(!$this->getId())
            return 0;

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

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        // Begin of MOD Avoid Duplicate Message from Client Saved in Database
        // Added by Masino Sinaga, May 4, 2009
        $sql1='SELECT ticket_id, message FROM '.TICKET_MESSAGE_TABLE.' 
         WHERE ticket_id='.db_input($this->getId()).'
         AND message='.db_input(Format::striptags($msg)).'';
        $res1=db_query($sql1);                
        if( ($res1 && db_num_rows($res1)) ) {
          return 0;
        }
        // End of MOD Avoid Duplicate Message from Client Saved in Database
        // Added by Masino Sinaga, May 4, 2009



Open tickets.php file, and find this code:

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                $errors['err']='Unable to post the message. Try again';

replace with this following code:

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                $errors['err']='Unable to post the message. Make sure the message you will send never sent before. Try again';



Have a nice code!



How to Detect Default Client’s Browser Language Using PHP
Masino Sinaga — Mon, 14 Sep 2009 02:36:38 +0000
The following code will be able to detect default client’s browser language.  I have tested this code by using Mozilla Firefox (FF) version 3.5.2 and Internet Explorer (IE) version 8 browser. Both of those browsers worked like a charm! If you want to try using FF browser, go to the menu on that browser: Tools -> Options… -> Content -> Languages, then click on Choose… button. Add some languages as many as you need to the list afterwards. Try to change the position the language you want, by selecting the language first, and click the Move Up button to make it at the top of the list. Then run the following code, and you will see the output of the code is the language code that you have choosen before. 
To make this code running, simply create a new file named detectbrowserlanguage.php. Copy-paste the following code below to that file and save the file. Put the file onto the root directory of your web server. Then run or call this file via your browser, for example: http://www.yourdoimain.com/detectbrowserlanguage.php.

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  $prefered_languages = array();
  if(preg_match_all("#([^;,]+)(;[^,0-9]*([0-9\.]+)[^,]*)?#i", 
	$_SERVER["HTTP_ACCEPT_LANGUAGE"], 
	$matches, 
	PREG_SET_ORDER)) {
    $priority = 1.0;
    foreach($matches as $match) {
      if(!isset($match[3])) {
        $pr = $priority;
        $priority -= 0.001;
      } else {
        $pr = floatval($match[3]);
      }
      $prefered_languages[$match[1]] = $pr;
    }
    arsort($prefered_languages, SORT_NUMERIC);
    foreach($prefered_languages as $language => $priority) {
      echo "This browser using language code: ".$language;
      exit;
    }
  }
?>

Each time after you change the language at the first position on the list, then try to run again the code above via browser. You should see the result is the same language code with the one you have just changed before. This code sometimes you need when you want to make the different handling for the certain language according to the browser’s client when they access your website.