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

   361 362 363 364 365 366 367 368 369 370 371 372 373

   //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:

   361 362 363 364 365 366 367 368 369 370 371 372 373 374 375 376 377 378 379 380 381 382 383 384 385

   //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; } }

2. 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.

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

442

     ',count(overdue.ticket_id) as overdue, count(assigned.ticket_id) as assigned '.

then replace with this following code:

442
443

     ',count(overdue.ticket_id) as overdue, count(assigned.ticket_id) as assigned '.
     ',count(closed.ticket_id) as closed '.

Find again this code:

448

     'LEFT JOIN '.TICKET_TABLE.' overdue ON overdue.ticket_id=ticket.ticket_id AND overdue.status=\'Open\' AND overdue.isoverdue=1 '.

then replace with this following code:

448
449

     'LEFT JOIN '.TICKET_TABLE.' overdue ON overdue.ticket_id=ticket.ticket_id AND overdue.status=\'Open\' AND overdue.isoverdue=1 '.
     'LEFT JOIN '.TICKET_TABLE.' closed ON closed.ticket_id=ticket.ticket_id AND closed.status=\'closed\' '.

Find again this code:

489

$nav->addSubMenu(array('desc'=>'Closed Tickets','title'=>'Closed Tickets', 'href'=>'tickets.php?status=closed', 'iconclass'=>'closedTickets'));

then replace with this following code:

489

$nav->addSubMenu(array('desc'=>'Closed Tickets ('.$stats['closed'].')','title'=>'Closed Tickets', 'href'=>'tickets.php?status=closed', 'iconclass'=>'closedTickets'));

Now you should see the amount of the closed tickets following the Closed Tickets sub tab under the Tickets tab in staff panel.

1. First of all, alter your ost_department table 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!

   ALTER TABLE ost_department
   ADD COLUMN `can_close_on_reply` tinyint(1) default 1 NOT NULL,
   ADD COLUMN `can_close_on_internal_note` tinyint(1) default 1 NOT NULL;

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

   112	<tr class="header"><td colspan=2>Autoresponders</td></tr>

   before that line, please insert this following code:

   111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129

   <!-- MOD Can Close on Reply and Internal Note, by Masino Sinaga, Nov 4, 2009 --> <tr class="header"><td colspan=2>Close Ticket</td></tr> <tr class="subheader"><td colspan=2> Close Ticket will give the ability to department members (staff and manager) whether they can close the ticket on reply and on post internal note or not. </td> </tr> <tr><th>Can Close on Reply:</th> <td> <input type="radio" name="can_close_on_reply" value="1" <?=$info['can_close_on_reply']?'checked':''?> />Enable <input type="radio" name="can_close_on_reply" value="0" <?=!$info['can_close_on_reply']?'checked':''?> />Disable </td> </tr> <tr><th>Can Close on Internal Note:</th> <td> <input type="radio" name="can_close_on_internal_note" value="1" <?=$info['can_close_on_internal_note']?'checked':''?> />Enable <input type="radio" name="can_close_on_internal_note" value="0" <?=!$info['can_close_on_internal_note']?'checked':''?> />Disable </td> </tr> <!-- MOD Can Close on Reply and Internal Note, by Masino Sinaga, Nov 4, 2009 -->

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

   92 93 94

   function canAppendSignature() { return ($this->signature && $this->row['can_append_signature'])?true:false; }

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

   96 97 98 99 100 101 102 103 104

   // MOD Can Close on Reply and Internal Note, by Masino Sinaga, Nov 4, 2009 function canCloseOnReply() { return $this->row['can_close_on_reply']?true:false; }   function canCloseOnInternalNote() { return $this->row['can_close_on_internal_note']?true:false; } // MOD Can Close on Reply and Internal Note, by Masino Sinaga, Nov 4, 2009

   Find again this code:

   247	',can_append_signature='.db_input(isset($_POST['can_append_signature'])?1:0);

   then replace with this following code:

   247 248 249

   ',can_append_signature='.db_input(isset($_POST['can_append_signature'])?1:0). ',can_close_on_reply='.db_input($_POST['can_close_on_reply']). // MOD Can Close on Reply, by Masino Sinaga, Nov 4, 2009 ',can_close_on_internal_note='.db_input($_POST['can_close_on_internal_note']); // MOD Can Close on Internal Note, by Masino Sinaga, Nov 4, 2009

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

   328 329 330 331

   <div style="margin-top: 3px;"> <label for="ticket_status"><b>Ticket Status:</b></label> <? $checked=isset($info['ticket_status'])?'checked':''; //Staff must explicitly check the box to change status..

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

   327	<?php if ($dept->canCloseOnReply()) { // MOD Can Close for Dept basis, by Masino Sinaga, Nov 4, 2009 ?>

   Find again this code:

   337 338 339

   <input type="checkbox" name="ticket_status" value="Reopen" <?=$checked?> > Reopen on Reply <?}?> </div>

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

   340	<?php } ?>

   Find again this code:

   369 370 371 372

   <? //When the ticket is assigned Allow assignee, admin or ANY dept manager to close it if(!$ticket->isAssigned() || $thisuser->isadmin() || $thisuser->isManager() || $thisuser->getId()==$ticket->getStaffId()) { ?>

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

   373	<?php if ($dept->canCloseOnInternalNote()) { // MOD Can Close for Dept basis, by Masino Sinaga, Nov 4, 2009 ?>

   Find again this code:

   381 382 383

   <input type="checkbox" name="ticket_status" value="Reopen" <?=$checked?> > Reopen Ticket <?}?> </div>

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

   384	<?php } ?>

Have a nice code to you!