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Adding Ticket Aging, Ticket Summary, and Ticket for Staff Report Feature into osTicket v1.6 RC5

Masino Sinaga — Sun, 31 Jan 2010 01:44:08 +0000

I have successfully created a new report feature into osTicket v1.6 RC5 that contains three sub report. They are:
1) Ticket Aging (<= 3 Days, > 3 and <= 7 Days, > 7 and <= 14 Days, and > 14 Days),
2) Ticket Summary (Staff in Charge:, Total Number of Active Tickets:, Total Number of Closed Tickets:, Total Number of Unassigned Tickets: ), and
3) Ticket for Staff (Staff in Charge with the tickets that assigned to them).

You will see that there are three sub tabs under Dashboard tab in Admin Panel of your osTicket.

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

    break;
    default:
        $errors['err']='Uknown command!';
    endswitch;
endif;

then replace with this following code:

    break;
    case 'ticketaging':
 
    break;
    case 'ticketsummary':
 
    break;
    default:
        $errors['err']='Uknown command!';
    endswitch;
endif;

Find again this code:

    case 'dashboard':
    case 'syslog':
        $nav->setTabActive('dashboard');
        $nav->addSubMenu(array('desc'=>'System Logs','href'=>'admin.php?t=syslog','iconclass'=>'syslogs'));
        $page='syslogs.inc.php';
        break;

then replace with this following code:

    case 'dashboard':
    case 'syslog':
    case 'ticketaging':
    case 'ticketsummary':
    case 'ticketstaff':
        $nav->setTabActive('dashboard');
        $nav->addSubMenu(array('desc'=>'System Logs','href'=>'admin.php?t=syslog','iconclass'=>'syslogs'));
        $nav->addSubMenu(array('desc'=>'Ticket Aging','href'=>'admin.php?t=ticketaging','iconclass'=>'syslogs'));
        $nav->addSubMenu(array('desc'=>'Ticket Summary','href'=>'admin.php?t=ticketsummary','iconclass'=>'syslogs'));
        $nav->addSubMenu(array('desc'=>'Ticket for Staff','href'=>'admin.php?t=ticketstaff','iconclass'=>'syslogs'));
        switch($thistab):
        case 'dashboard':
        case 'syslog':
          $page='syslogs.inc.php';
          break;
        case 'ticketaging':
          $page='ticketaging.inc.php';
          break;
        case 'ticketsummary':
          $page='ticketsummary.inc.php';
          break;
        case 'ticketstaff':
          $page='ticketstaff.inc.php';
        endswitch;
        break;

Create a new file named ticketaging.inc.php file, and copy paste this following code to that file, and put this file into your /include/staff/ sub-directory of your osTicket:


if(!defined('OSTSCPINC') || !@$thisuser->isStaff()) die('Access Denied');
 
if($_REQUEST['staffid']) {
  $staffid = $_REQUEST['staffid'];
}
 
echo 'Ticket Aging
';
 
$numtotalstaff=0;
$sqltotalstaff='SELECT DISTINCT(t.staff_id), s.username, s.firstname, s.lastname '.
               'FROM '.TICKET_TABLE.' t, '.STAFF_TABLE.' s '.
               'WHERE t.staff_id <> "0" AND t.staff_id=s.staff_id';
if(($restotalstaff=db_query($sqltotalstaff)) && ($numtotalstaff=db_num_rows($restotalstaff))) {
 $strtickettotalstaff = '';
 $itotalstaff = 1;
?>

 
 Staff Name: 
 


}
 
echo '';
echo '';echo'
 
       ';
 
$numtotal=0;if($staffid){$sqltotal='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = '.$staffid.' AND status = "open"';}else{$sqltotal='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id <> "0" AND status = "open"';}if(($restotal=db_query($sqltotal))&&($numtotal=db_num_rows($restotal))){$strtickettotal='';$itotal=1;while($rowtotal= db_fetch_array($restotal)){if($itotal<$numtotal){$strtickettotal.='.$rowtotal['ticket_id'].'" target="_blank">'.$rowtotal['ticketID'].', ';}elseif($itotal>=$numtotal){$strtickettotal.='.$rowtotal['ticket_id'].'" target="_blank">'.$rowtotal['ticketID'].'';}$itotal++;}}?>
 

$numact3days=0;
if ($staffid) {
  $sqlact3days='SELECT * FROM '.TICKET_TABLE.' '.
               'WHERE staff_id <> "0" AND 3 >= TIMESTAMPDIFF(DAY,created,NOW()) '.
               'AND status = "open" and staff_id = '.$staffid.'';
} else {
  $sqlact3days='SELECT * FROM '.TICKET_TABLE.' '.
               'WHERE staff_id <> "0" AND 3 >= TIMESTAMPDIFF(DAY,created,NOW()) '.
               'AND status = "open"';
}
if(($resact3days=db_query($sqlact3days)) && ($numact3days=db_num_rows($resact3days))) {
 $strticketact3days = '';
 $iact3days = 1;
 while ($rowact3days = db_fetch_array($resact3days)) {
   if ($iact3days<$numact3days) {
     $strticketact3days .= '.$rowact3days['ticket_id'].'" target="_blank">'.$rowact3days['ticketID'].', ';}elseif($iact3days>=$numact3days){$strticketact3days.='.$rowact3days['ticket_id'].'" target="_blank">'.$rowact3days['ticketID'].'';}$iact3days++;}}?>
 

$numact7days=0;
if ($staffid) {
  $sqlact7days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = '.$staffid.' AND (7 >= TIMESTAMPDIFF(DAY,created,NOW()) AND 3 < TIMESTAMPDIFF(DAY,created,NOW())) AND status = "open"';
} else {
  $sqlact7days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id <> "0" AND (7 >= TIMESTAMPDIFF(DAY,created,NOW()) AND 3 < TIMESTAMPDIFF(DAY,created,NOW())) AND status = "open"';
}
 
if(($resact7days=db_query($sqlact7days)) && ($numact7days=db_num_rows($resact7days))) {
 $strticketact7days = '';
 $iact7days = 1;
 while ($rowact7days = db_fetch_array($resact7days)) {
   if ($iact7days<$numact7days) {
     $strticketact7days .= '.$rowact7days['ticket_id'].'" target="_blank">'.$rowact7days['ticketID'].', ';}elseif($iact7days>=$numact7days){$strticketact7days.='.$rowact7days['ticket_id'].'" target="_blank">'.$rowact7days['ticketID'].'';}$iact7days++;}}?>
 

$numact14days=0;
if ($staffid) {
  $sqlact14days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = '.$staffid.' AND (14 >= TIMESTAMPDIFF(DAY,created,NOW()) AND 7 < TIMESTAMPDIFF(DAY,created,NOW())) AND status = "open"';
} else {
  $sqlact14days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id <> "0" AND (14 >= TIMESTAMPDIFF(DAY,created,NOW()) AND 7 < TIMESTAMPDIFF(DAY,created,NOW())) AND status = "open"';
}
 
if(($resact14days=db_query($sqlact14days)) && ($numact14days=db_num_rows($resact14days))) {
 $strticketact14days = '';
 $iact14days = 1;
 while ($rowact14days = db_fetch_array($resact14days)) {
   if ($iact14days<$numact14days) {
     $strticketact14days .= '.$rowact14days['ticket_id'].'" target="_blank">'.$rowact14days['ticketID'].', ';}elseif($iact14days>=$numact14days){$strticketact14days.='.$rowact14days['ticket_id'].'" target="_blank">'.$rowact14days['ticketID'].'';}$iact14days++;}}?>
 

$numactmore14days=0;
if ($staffid) {
  $sqlactmore14days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = '.$staffid.' AND 14 < TIMESTAMPDIFF(DAY,created,NOW()) AND status = "open"';
} else {
  $sqlactmore14days='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id <> "0" AND 14 < TIMESTAMPDIFF(DAY,created,NOW()) AND status = "open"';
}
 
if(($resactmore14days=db_query($sqlactmore14days)) && ($numactmore14days=db_num_rows($resactmore14days))) {
 $strticketactmore14days = '';
 $iactmore14days = 1;
 while ($rowactmore14days = db_fetch_array($resactmore14days)) {
   if ($iactmore14days<$numactmore14days) {
     $strticketactmore14days .= '.$rowactmore14days['ticket_id'].'" target="_blank">'.$rowactmore14days['ticketID'].', ';}elseif($iactmore14days>=$numactmore14days){$strticketactmore14days.='.$rowactmore14days['ticket_id'].'" target="_blank">'.$rowactmore14days['ticketID'].'';}$iactmore14days++;}}?>
 

         Ticket Aging and Its Count
  
  
  
  

   
   
   
    
     
       
      
        
   
   
 






 echo "Total Number of Active Tickets: "; ?>
  
 $icon?>" align="right"> echo ''.$numtotal.'
'; ?>
   
       
       Ticket Item(s):  echo ($strtickettotal)?$strtickettotal:'-'; ?>

   


      
        
   
   
 






 echo "Total Number of Active Tickets (<= 3 Days): "; ?>
  
 $icon?>" align="right"> echo ''.$numact3days.'
'; ?>
   
       
       Ticket Item(s):  echo ($strticketact3days)?$strticketact3days:'-'; ?>

   


      
        
   
   
 






 echo "Total Number of Active Tickets (> 3 Days and <= 7 Days): "; ?>
  
 $icon?>" align="right"> echo ''.$numact7days.'
'; ?>
   
       
       Ticket Item(s):  echo ($strticketact7days)?$strticketact7days:'-'; ?>

   


      
        
   
   
 






 echo "Total Number of Active Tickets (> 7 Days and <= 14 Days): "; ?>
  
 $icon?>" align="right"> echo ''.$numact14days.'
'; ?>
   
       
       Ticket Item(s):  echo ($strticketact14days)?$strticketact14days:'-'; ?>

   


      
        
   
   
 






 echo "Total Number of Active Tickets (> 14 Days): "; ?>
  
 $icon?>" align="right"> echo ''.$numactmore14days.'
'; ?>
   
       
       Ticket Item(s):  echo ($strticketactmore14days)?$strticketactmore14days:'-'; ?>

Create a new file named ticketsummary.inc.php file, and copy paste this following code to that file, and put this file into your /include/staff/ sub-directory of your osTicket:


if(!defined('OSTSCPINC') || !@$thisuser->isStaff()) die('Access Denied');
 
if($_REQUEST['staffid']) {
  $staffid = $_REQUEST['staffid'];
}
 
echo 'Ticket Summary
';
 
$numtotalstaff=0;
$sqltotalstaff='SELECT DISTINCT(t.staff_id), s.username, s.firstname, s.lastname '.
               'FROM '.TICKET_TABLE.' t, '.STAFF_TABLE.' s '.
               'WHERE t.staff_id <> "0" AND t.staff_id=s.staff_id';
if(($restotalstaff=db_query($sqltotalstaff)) && ($numtotalstaff=db_num_rows($restotalstaff))) {
 $strtickettotalstaff = '';
 $itotalstaff = 1;
?>

 
 Staff Name: 
 


}
 
echo '';
echo '';echo'
 
       ';
 
$numstaff=0;if($staffid){$sqlstaff='SELECT DISTINCT(t.staff_id), s.username FROM '.TICKET_TABLE.' t, '.STAFF_TABLE.' s '.'WHERE t.staff_id = '.$staffid.' AND t.staff_id=s.staff_id';}else{$sqlstaff='SELECT DISTINCT(t.staff_id), s.username FROM '.TICKET_TABLE.' t, '.STAFF_TABLE.' s '.'WHERE t.staff_id <> "0" AND t.staff_id=s.staff_id';}
 
if(($resstaff=db_query($sqlstaff))&&($numstaff=db_num_rows($resstaff))){$strticketstaff='';$istaff=1;while($rowstaff= db_fetch_array($resstaff)){if($istaff<$numstaff){$strticketstaff.='.$rowstaff['staff_id'].'" target="_blank">'.$rowstaff['username'].', ';}elseif($istaff>=$numstaff){$strticketstaff.='.$rowstaff['staff_id'].'" target="_blank">'.$rowstaff['username'].'';}$istaff++;}}?>
 

 

$numtotal=0;
if ($staffid) {
  $sqltotal='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = '.$staffid.'';
} else {
  $sqltotal='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id <> "0"';
}
if(($restotal=db_query($sqltotal)) && ($numtotal=db_num_rows($restotal))) {
 $strtickettotal = '';
 $itotal = 1;
 while ($rowtotal = db_fetch_array($restotal)) {
   if (($itotal<$numtotal)) {
     $strtickettotal .= '.$rowtotal['ticket_id'].'" target="_blank">'.$rowtotal['ticketID'].', ';}elseif($itotal>=$numtotal){$strtickettotal.='.$rowtotal['ticket_id'].'" target="_blank">'.$rowtotal['ticketID'].'';}$itotal++;}}?>
 
$numtotalclosed=0;
if ($staffid) {
  $sqltotalclosed='SELECT * FROM '.TICKET_TABLE.' WHERE status = "closed" and staff_id='.$staffid.'';
} else {
  $sqltotalclosed='SELECT * FROM '.TICKET_TABLE.' WHERE status = "closed"';
}
if(($restotalclosed=db_query($sqltotalclosed)) && ($numtotalclosed=db_num_rows($restotalclosed))) {
 $strtickettotalclosed = '';
 $itotalclosed = 1;
 while ($rowtotalclosed = db_fetch_array($restotalclosed)) {
   if ($itotalclosed<$numtotalclosed) {
     $strtickettotalclosed .= '.$rowtotalclosed['ticket_id'].'" target="_blank">'.$rowtotalclosed['ticketID'].', ';}elseif($itotalclosed>=$numtotalclosed){$strtickettotalclosed.='.$rowtotalclosed['ticket_id'].'" target="_blank">'.$rowtotalclosed['ticketID'].'';}$itotalclosed++;}}?>
 
$numtotalunassigned=0;
if ($staffid) {
  $sqltotalunassigned='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = "0" and staff_id = '.$staffid.'';
} else {
  $sqltotalunassigned='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id = "0"';
}
if(($restotalunassigned=db_query($sqltotalunassigned)) && ($numtotalunassigned=db_num_rows($restotalunassigned))) {
 $strtickettotalunassigned = '';
 $itotalunassigned = 1;
 while ($rowtotalunassigned = db_fetch_array($restotalunassigned)) {
   if ($itotalunassigned<$numtotalunassigned) {
     $strtickettotalunassigned .= '.$rowtotalunassigned['ticket_id'].'" target="_blank">'.$rowtotalunassigned['ticketID'].', ';}elseif($itotalunassigned>=$numtotalunassigned){$strtickettotalunassigned.='.$rowtotalunassigned['ticket_id'].'" target="_blank">'.$rowtotalunassigned['ticketID'].'';}$itotalunassigned++;}}?>
 

         Ticket Summary and Its Count
  
  
          
  
  
          
   
   
   
    
     
       
      
        
   
   
 





 echo "Staff in Charge: "; ?>
  
 $icon?>" align="right"> echo ''.$numstaff.'
'; ?>
   
       
       Staff in Charge Username:  echo ($strticketstaff)?$strticketstaff:'-'; ?>

   


      
        
   
   
 






 echo "Total Number of Active Tickets: "; ?>
  
 $icon?>" align="right"> echo ''.$numtotal.'
'; ?>
   
       
       Ticket Item(s):  echo ($strtickettotal)?$strtickettotal:'-'; ?>

   



      
        
   
   
 






 echo "Total Number of Closed Tickets: "; ?>
  
 $icon?>" align="right"> echo ''.$numtotalclosed.'
'; ?>
   
       
       Ticket Item(s):  echo ($strtickettotalclosed)?$strtickettotalclosed:'-'; ?>

   



      
        
   
   
 






 echo "Total Number of Unassigned Tickets: "; ?>
  
 $icon?>" align="right"> echo ''.$numtotalunassigned.'
'; ?>
   
       
       Ticket Item(s):  echo ($strtickettotalunassigned)?$strtickettotalunassigned:'-'; ?>

Create a new file named ticketstaff.inc.php file, and copy paste this following code to that file, and put this file into your /include/staff/ sub-directory of your osTicket:


if(!defined('OSTSCPINC') || !@$thisuser->isStaff()) die('Access Denied');
 
$qselect='SELECT DISTINCT(t.staff_id), s.username, s.firstname, s.lastname ';
$qfrom='FROM '.TICKET_TABLE.' t, '.STAFF_TABLE.' s ';
$qwhere=' WHERE t.staff_id <> "0" AND t.staff_id=s.staff_id ';
//get log count based on the query so far..
$total=db_count("SELECT count(*) $qfrom $qwhere");
$pagelimit=30;
//pagenate
$pageNav=new Pagenate($total,$page,$pagelimit);
$pageNav->setURL('admin.php',$qstr);
$query="$qselect $qfrom $qwhere ORDER BY t.created DESC LIMIT ".$pageNav->getStart().",".$pageNav->getLimit();
//echo $query;
$result = db_query($query);
$showing=db_num_rows($result)?$pageNav->showing():"";
?>
Ticket for Staff

 $statusss?>" >
    
    if($num>0){
    ?>
        } ?>
    
 
    
    
    
       
        $class = "row1";
        $total=0;
        $i=1;
        if($result && ($num=db_num_rows($result))):
            while ($row = db_fetch_array($result)) {
                ?>
            $class?> " id="$i?>">
                
            $class = ($class =='row2') ?'row1':'row2';
            $i++;
            } //end of while.
        else: //not tickets found!! ?>
            <tr class="$class?>"><td><b>Query returned 0 results.b>td>tr>
        
        endif; ?>
       
          Staff Name and Tickets Count
        
                  $i?>');">
                  $i?>" src="images/plus.gif">
                  echo $row['username']." (".$row['firstname']." ".$row['lastname'].")";?>
 
                
                $sqln='SELECT * FROM '.TICKET_TABLE.' WHERE staff_id='.$row["staff_id"].'';
                if(($resn=db_query($sqln)) && ($numn=db_num_rows($resn))) {
 
                }
                ?>
                    
                  $icon?>">$numn?>
                    $i?>" class="hide">
                        
 
                
 
                $sqlt='SELECT ticketID, ticket_id FROM '.TICKET_TABLE.' WHERE staff_id='.$row["staff_id"].'';
                if(($rest=db_query($sqlt)) && ($numt=db_num_rows($rest))) {
                    $strt='';
                    $it=1;
                    while ($rowt = db_fetch_array($rest)) {
                    if ($it<$numt) {
                        $strt.='.$rowt['ticket_id'].'" target="_blank">'.$rowt['ticketID'].', ';
                    } elseif ($it>=$numt) {
                        $strt.='.$rowt['ticket_id'].'" target="_blank">'.$rowt['ticketID'].'';
                    }
                    $it++;
                    }
                }
 
 
                ?>
                  $strt?>  
                  
                
            
            
    
    page:$pageNav->getPageLinks()?>

Add Auto Assigned Ticket Feature into osTicket v1.6 RC5

Masino Sinaga — Wed, 28 Oct 2009 14:32:00 +0000

This following modification will add an Auto Assigned Ticket feature into osTicket v1.6 RC5. You can now define the staff who will get an auto-assigned ticket based on his/her department. Each time a new ticket created, then that staff will automatically get auto assigned. Here is the modification that I created based on the same modification I create for osTicket v1.6 RC4.

First of all, make sure you have already implemented my another modification about Displaying Help Topic in New Ticket Form for Staff in osTicket v1.6 RC5. That modification is a prerequisite before doing the following modification below.
Download auto-assigned-ticket.zip file, extract it, there are two files inside, they are: helptopicsautoassignlist.inc.php and topicautoassign.inc.php. Copy those 2 files into your \include\staff\ of your osTicket sub directory.

Create a new table named ost_help_topic_auto_assign by using this following SQL script (adjust the prefix table name with yours, in this case, I used ost_):

CREATE TABLE `ost_help_topic_auto_assign` (
  `auto_assign_id` int(11) NOT NULL auto_increment,
  `topic_id` int(11) NOT NULL,
  `dept_id` int(11) NOT NULL,
  `staff_id` int(10) NOT NULL,
  `created` datetime NOT NULL default '0000-00-00 00:00:00',
  `updated` datetime NOT NULL default '0000-00-00 00:00:00',
  PRIMARY KEY  (`auto_assign_id`)
) ENGINE=MyISAM AUTO_INCREMENT=1 DEFAULT CHARSET=latin1;

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

12	define('TOPIC_TABLE',TABLE_PREFIX.'help_topic');

after that line, please insert this following code:

13	define('TOPIC_AUTO_ASSIGN_TABLE',TABLE_PREFIX.'help_topic_auto_assign');

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

399
400

    case 'groups':
        include_once(INCLUDE_DIR.'class.group.php');

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

    case 'topicautoassign':        
       if($_POST['members']) { 
          $staff_id = $_POST['members'];
          $cekstaff = db_query('SELECT staff_id FROM '.TOPIC_AUTO_ASSIGN_TABLE.' 
                                WHERE staff_id='.$staff_id.' AND dept_id='.$_POST['dept_id'].' 
                                AND topic_id='.$_POST['topic_id'].'');
          $staffcount = db_num_rows($cekstaff);
          if ($staffcount) {
            $sql='UPDATE '.TOPIC_AUTO_ASSIGN_TABLE.' SET updated=NOW()';
          } else {
            $sql='INSERT INTO '.TOPIC_AUTO_ASSIGN_TABLE.' SET created=NOW(),'.
                 'staff_id='.$staff_id.','.
                 'dept_id='.$_POST['dept_id'].','.
                 'topic_id='.$_POST['topic_id'];
            if(!db_query($sql) or !($autoassignid=db_insert_id())) {
              $errors['err']='Unable to insert auto-assign help topic';
            }
            $sql='DELETE FROM '.TOPIC_AUTO_ASSIGN_TABLE.' WHERE dept_id='.$_POST['dept_id'].'
                  AND topic_id='.$_POST['topic_id'].' AND staff_id <> '.$staff_id;
            if(db_query($sql) && ($num=db_affected_rows())) {
              $msg="$num ".S_A_OF." $count auto-assign help topic(s) deleted."; 
            } else {
              $errors['err']='Could not remove auto-assign help topic.';
            }
          }
          header('Location: admin.php?t=helptopicsautoassignlist');
       } else {
          $errors['err']='No auto-assign help topic selected!';
       }                
       break;
    case 'helptopicsautoassignlist':
        $do=strtolower($_POST['do']);
        switch($do){
            case 'mass_process':
                if(!$_POST['tids'] || !is_array($_POST['tids'])) {
                   $errors['err']='You must select at least one topic';
                }else{
                   $count=count($_POST['tids']);
                   $ids=implode(',',$_POST['tids']);
                   if($_POST['delete']){
                      $sql='DELETE FROM '.TOPIC_AUTO_ASSIGN_TABLE.' WHERE auto_assign_id IN ('.$ids.')';        
                      if(db_query($sql) && ($num=db_affected_rows()))
                         $msg="$num of $count selected topic(s) deleted";
                      else
                         $errors['err']='Unable to delete selected topics';
                   }
                }
                break;
            default:
                $errors['err']='Unknown Topic Action.';
        }    
        break;

Find again this code:

    case 'topics':
        require_once(INCLUDE_DIR.'class.topic.php');
        $topic=null;
        $nav->setTabActive('topics');
        $nav->addSubMenu(array('desc'=>'Help Topics','href'=>'admin.php?t=topics','iconclass'=>'helpTopics'));
        $nav->addSubMenu(array('desc'=>'Add New Topic','href'=>'admin.php?t=topics&a=new','iconclass'=>'newHelpTopic'));
        if(($id=$_REQUEST['id']?$_REQUEST['id']:$_POST['topic_id']) && is_numeric($id)) {
            $topic= new Topic($id);
            if(!$topic->load() && $topic->getId()==$id) {
                $topic=null;
                $errors['err']='Unable to fetch info on topic #'.$id;
            }
        }
        $page=($topic or ($_REQUEST['a']=='new' && !$topicID))?'topic.inc.php':'helptopics.inc.php';
        break;

then replace with this following code:

    case 'topics':
    case 'topicautoassign':
    case 'helptopicsautoassignlist':
        require_once(INCLUDE_DIR.'class.topic.php');
        $topic=null;
        $nav->setTabActive('topics');
        $nav->addSubMenu(array('desc'=>'Help Topics','href'=>'admin.php?t=topics','iconclass'=>'helpTopics'));
        $nav->addSubMenu(array('desc'=>'Add New Topic','href'=>'admin.php?t=topics&a=new','iconclass'=>'newHelpTopic'));
        $nav->addSubMenu(array('desc'=>'Auto-Assign Help Topic','href'=>'admin.php?t=helptopicsautoassignlist','iconclass'=>'helpTopics'));
        switch(strtolower($_REQUEST['t'])){
            case 'topics':
            default:
                if(($id=$_REQUEST['id']?$_REQUEST['id']:$_POST['topic_id']) && is_numeric($id)) {
                  $topic= new Topic($id);
                  if(!$topic->load() && $topic->getId()==$id) {
                    $topic=null;
                    $errors['err']='Unable to fetch info on topic #'.$id;
                  }
                }
                $page=($topic or ($_REQUEST['a']=='new' && !$topicID))?'topic.inc.php':'helptopics.inc.php';
                break;
            case 'helptopicsautoassignlist':
                $page='helptopicsautoassignlist.inc.php';
                break;                
            case 'topicautoassign':
            default:
                if(($id=$_REQUEST['id']?$_REQUEST['id']:$_POST['topic_id']) && is_numeric($id)) {
                  $topic= new Topic($id);
                  if(!$topic->load() && $topic->getId()==$id) {
                    $topic=null;
                    $errors['err']='Unable to fetch info on topic #'.$id;
                  }
                }
                $page=($topic or ($_REQUEST['a']=='newedit' && !$topicID))?'topicautoassign.inc.php':'helptopicsautoassignlist.inc.php';
                break;
        }
        break;

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

19
20

	        <th>Help Topicth>
            <th>Statusth>

then replace with this following code:

19
20
21

	        <th>Help Topicth>
	        <th>Auto Assignth>
            <th>Statusth>

Find again this code:

$row['topic_id']?>">Format::htmlchars(Format::truncate($row['topic'],30))?>

then replace with this following code:

42
43

echo $row['topic_id']?>"> echo Format::htmlchars(Format::truncate($row['topic'],30))?>

echo $row['topic_id'] ?>&dept_id= echo $row['dept_id']; ?>">Add/Edit Auto Assign

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

1424	$ipaddress=$var['ip']?$var['ip']:$_SERVER['REMOTE_ADDR'];

after that line, please insert this following code:

        // Begin of MOD Auto-Assigned Ticket, by Masino Sinaga, May 8, 2009        
        // Check first staffid based on deptid in staff table 
                $sqlstaff = 'SELECT staff.staff_id FROM '.STAFF_TABLE.' staff  
                             WHERE staff.dept_id='.$deptId;
                $resstaff = db_query($sqlstaff);
                while (list($staff_id)=db_fetch_row($resstaff)) {
                  $staffid1 = $staff_id;
                }
                // Then check this staff whether exists in help_topic_auto_assign table
                // and if exists then get this staff, but if not, no auto-assigned staff. 
                $sqltas = 'SELECT tas.staff_id FROM '.TOPIC_AUTO_ASSIGN_TABLE.' tas  
                           WHERE tas.dept_id='.$deptId.'
                                     AND tas.topic_id='.$topicId;
                $restas = db_query($sqltas);
                while (list($staff_id)=db_fetch_row($restas)) {
                  $staffid2 = $staff_id;
                }
                if ($staffid1==$staffid2) {
                    $staffid = $staffid1;
                }                
        // End of MOD Auto-Assigned Ticket, by Masino Sinaga, May 8, 2009

Find again this code:

1456	',priority_id='.db_input($priorityId).

then replace with this following code:

1456
1457

                ',priority_id='.db_input($priorityId).
                ',staff_id='.db_input($staffid).  // // MOD Auto Assigned Ticket by Masino Sinaga, October 28, 2009

That’s all. Hopefully this will be helpful.

Improving Pagination Feature in Pods CMS of WordPress

Masino Sinaga — Thu, 24 Sep 2009 06:28:35 +0000

Today I saw an improvement about Styling the paging feature created by nikos in Pods CMS Forums. It was an interesting improvement, indeed. Then I applied it on my blog here. I also added the 2 additional links: Previous and Next on the pagination feature, by modifying the pagination_2.php and Pod.class.php file.

So here was I did:

Modified the \pods\core\pagination_2.php file become like this:


 

$page = $this->page;
$rows_per_page = $this->rpp;
$total_rows = $this->getTotalRows();
$total_pages = ceil($total_rows / $rows_per_page);
$type = $this->datatype;
 
$request_uri = "?type=$type&";
foreach ($_GET as $key => $val)
{
  if ('pg' != $key && 'type' != $key && !empty($val))
  {
   $request_uri .= $key . '=' . urlencode($val) . '&';
  }
}
?>
  
 

 
  if($total_pages > 1) :
    echo ''.$label1.' '.$page.' '.$label2.' '.$total_pages.':';
  endif; 
 
  if (1 < $page) :
    if($total_pages > 2) : 
      $prev = $page - 1;
      echo ' .$request_uri.'pg=1" class="prevPage">« '.$label3.' ... ';
      echo ' .$request_uri.'pg='.$prev.'" class="firstPage">« '.$label6.'';
    else : 
      echo ' .$request_uri.'pg=1" class="pageNum firstPage">1';
    endif;
  endif; 
 
  if (1 < ($page - 100)) :
    echo ' .$request_uri.'pg='.($page - 100).'" class="pageNum">'.($page - 100).'';
  endif;
 
  if (1 < ($page - 10)) :
    echo ' .$request_uri.'pg='.($page - 10).'" class="pageNum">'.($page - 10).'';
  endif; 
 
  for ($i = 4; $i > 0; $i--) : 
    if (1 < ($page - $i)) : 
      echo ' .$request_uri.'pg='.($page - $i).'" class="pageNum">'.($page - $i).'';				
    endif;
  endfor;
 
  ?>  echo $page; ?>
 
  for ($i = 1; $i < 5; $i++) :
    if ($total_pages > ($page + $i)) :
      echo ' .$request_uri.'pg='.($page + $i).'" class="pageNum">'.($page + $i).'';
    endif;
  endfor;
 
  if ($total_pages > ($page + 10)) : 		
    echo ' .$request_uri.'pg='.($page + 10).'" class="pageNum">'.($page + 10).'';
  endif;
 
  if ($total_pages > ($page + 100)) :
    echo ' .$request_uri.'pg='.($page + 100).'" class="pageNum">'.($page + 100).'';
  endif; 
 
  if ($page < $total_pages) : 
    if($total_pages > 2) :
      $next = $page + 1;
      echo ' .$request_uri.'pg='.$next.'" class="nextPage">'.$label5.' »';
      echo ' .$request_uri.'pg='.$total_pages.'" class="lastPage"> ... '.$label4.' »';
    else:
      echo ' .$request_uri.'pg='.$total_pages.'" class="pageNum">2';
    endif;
  endif;
 
?>

Open \pods\core\Pods.class.php file, and find this code:

    /*
    ==================================================
    Display the pagination controls
    ==================================================
    */
    function getPagination($label = 'Go to page:')
    {
        if ($this->rpp < $this->getTotalRows())
        {
            include realpath(dirname(__FILE__) . '/pagination.php');
        }
    }
 
    /*

then replace with the following code:

    /*
    ==================================================
    Display the pagination controls
    ==================================================
    */
    //function getPagination($label = 'Go to page:')
    function getPagination($label1 = 'Page', $label2 = 'of', $label3 = 'First', $label4 = 'Last', $label5 = 'Next', $label6 = 'Previous')
    {
        if ($this->rpp < $this->getTotalRows())
        {
            include realpath(dirname(__FILE__) . '/pagination_2.php');
        }
    }
 
    /*

To display the paging, I added to my template or in my PodPages:

 
  // For example, this is for Indonesian language
  echo $Record->getPagination('Halaman:', 'dari', 'Awal', 'Akhir', 'Maju', 'Mundur');
  // For English (default):
  echo $Record->getPagination();
?>

Demo:
- English: http://www.openscriptsolution.com/data/bank-in-indonesia/
- Indonesian: http://www.openscriptsolution.com/id/data/bank-in-indonesia/

Add Forgot Ticket Number Feature into osTicket System v1.6 RC5

Masino Sinaga — Sat, 12 Sep 2009 09:29:38 +0000

What would your client do if they forgot their ticket number? Especially when they wanted to check the ticket status after several days ago they received the email contains of that ticket number from your ticket system? In some ticket systems, they strongly recommended to re-open a new ticket immediately in order to get or know all of their ticket numbers (including the one they forgot, indeed), afterwards. In osTicket System version 1.6 RC5 (the last version I used until when I wrote this article), there was no feature about this. osTicket also recommend you to do the same way I mentioned above. So I made a modification by providing a new feature about Forgot Ticket Number? into osTicket System.

This modification will add a new link Forgot Ticket Number? beneath the Check Status button on your index.php file. Thus, when client forgot their ticket number, we assume they will click on this link, and after that, your client need to enter their email address and click the Send My Ticket List button in order to get their ticket number list. This page, actually, is the same page that we use if client want to check their ticket status. You can see upon the Forgot Ticket Number? link, the Ticket Status will be collapsed when the Forgot Ticket Number? section being expanded, and vice versa. Besides that, this modification also will add a new section inside the email templates in admin panel. You can define your own email template that sent to your client.

Screenshot: http://www.osticket.com/forums/showthread.php?t=2729

First of all, you have to add two new fields to your ost_email_template table in the database used by your osTicket system. Run the following SQL script. You may use phpMyAdmin or your another MySQL tools:
```
ALTER TABLE ost_email_template
ADD COLUMN `forgot_ticket_subj` varchar(255) NOT NULL,
ADD COLUMN `forgot_ticket_body` text NOT NULL;
```

Open index.php file, and find this code:

56
57

         <input type="submit" class="button2" value="Check Status">
    fieldset>

and replace with:

         <input type="submit" class="button2" value="Check Status">
    fieldset>
    <fieldset>
        <label>&nbsp;label>
        <div class="forgotticketnumber"><a href="forgotticket.php">Forgot Ticket Number?a>div>
    fieldset>

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

body {
  font-family:arial, helvetica, sans-serif;
  font-size:9pt;
  margin:0;
  padding:0;
  text-align:center;
}

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

.forgotticketnumber {
    font-size:8pt;
    padding-right:0.1px;
    padding-left:140px;
}

Create a new file and copy this following code into the file and save it as forgotticket.php in your osTicket root directory:


 
/**
 * @desc Forgot Ticket Number
 * @author Masino Sinaga 
 * @copyright July 27, 2009
 */
 
require_once('main.inc.php');
if(!defined('INCLUDE_DIR')) die(LOGIN_FATAL_ERROR);
define('CLIENTINC_DIR',INCLUDE_DIR.'client/');
define('OSTCLIENTINC',TRUE); //make includes happy
require_once(INCLUDE_DIR.'class.client.php');
require_once(INCLUDE_DIR.'class.ticket.php');
 
include_once(INCLUDE_DIR.'class.email.php');
 
global $cfg;
 
$forgotmsg='Email required';
if($_POST && (!empty($_POST['femail']) )):
  $femail=trim($_POST['femail']);
 
 if(!$errors && Validator::is_email($femail)) {
 
  //$email= new Client($femail);
  $sqle='SELECT email, ticketID, name FROM '.TICKET_TABLE.
      ' WHERE email='.db_input($femail).' AND status = "open"';
  $respe=db_query($sqle);
  $ticketNumber = '';
  $countRec = db_num_rows($respe);
 
  if ($countRec > 0) {
    $i = 1;
    $nameForgot = '';
    while (list($email,$ticketID,$name) = db_fetch_row($respe)){
      if ($i==1) {
	  $ticketNumber .= $ticketID;
      } else {
          $ticketNumber .= ", ". $ticketID;	
      }
      $nameForgot = $name;
      $i++;
    }
 
    $tplId=$cfg->getDefaultTemplateId();
 
    $sql='SELECT forgot_ticket_subj,forgot_ticket_body FROM '.EMAIL_TEMPLATE_TABLE.
          ' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId);
    $resp=db_query($sql);
    if(db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){
      $body = str_replace("%name", $nameForgot, $body);
      $body = str_replace("%email", $email, $body);
      $body = str_replace("%ticketlist", $ticketNumber, $body);
 
      if(!$dept || !($email=$dept->getAutoRespEmail()))
         $email=$cfg->getDefaultEmail();
         if($email)
            $email->send($femail,$subj,$body);
         }
    require(CLIENTINC_DIR.'header.inc.php');
    echo "We have sent your ticket list. ";
    echo "Please check your email in a few minutes.";
    require(CLIENTINC_DIR.'footer.inc.php');
    exit;  
  } else {
    require(CLIENTINC_DIR.'header.inc.php');
    echo "Sorry, but that email does not exist.";
    echo "";
    require(CLIENTINC_DIR.'footer.inc.php');
    exit;    	
  }
 
} 
 
endif;
 
require(CLIENTINC_DIR.'header.inc.php');
require(CLIENTINC_DIR.'login.inc.php');
require(CLIENTINC_DIR.'footer.inc.php');
 
?>

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

5
6
7

$t=Format::htmlchars($_POST['lticket']?$_POST['lticket']:$_GET['t']); 
?>
<div>

replace that code with this following code:

$t=Format::htmlchars($_POST['lticket']?$_POST['lticket']:$_GET['t']);
$f=Format::htmlchars($_POST['femail']?$_POST['femail']:$_GET['f']); 
?>
 
<head>
<script type="text/javascript" >

 
head>
 
<div>

Find also this code:

28	<div style="margin:5px 0px 100px 0;text-align:center; width:100%;">

replace with the following code:


 
 
  $img = ($loginmsg=='')?'./images/exp-btn.gif':'./images/col-btn.gif';
  $disp = ($loginmsg=='')?'display:none':'display:true';	
  echo 'Ticket Status .$img.'" name="email_ticket">';
  echo '.$disp.'">';
?>

Find again this code:

41	<form action="login.php" method="post">

replace with this following code:

41	<form name="login" action="login.php" method="post">

Find then this code:

49
50

    form>
    div>

replace with this following code:

    
    
    


 
 
  $img = ($forgotmsg=='')?'./images/exp-btn.gif':'./images/col-btn.gif';
  $disp = ($forgotmsg=='')?'display:none':'display:true';		
  echo 'Forgot Ticket Number? .$img.'" name="pwd_exp_col">';
  echo '.$disp.'">';
?>
    Format::htmlchars($forgotmsg)?>
    
    
         
            E-Mail: $f?>">

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

92	$fields['ticket_reply_body'] = array('type'=>'string', 'required'=>1, 'error'=>'Template message required');

replace with this following code:

$fields['ticket_reply_body']     = array('type'=>'string',   'required'=>1, 'error'=>'Template message required');
 
// MOD Forgot Ticket Number, added by Masino Sinaga, July 27, 2009
$fields['forgot_ticket_subj']     = array('type'=>'string',   'required'=>1, 'error'=>'Subject required');
$fields['forgot_ticket_body']     = array('type'=>'string',   'required'=>1, 'error'=>'Template message required');

Find also this code:

143
144

',ticket_reply_body='.db_input(Format::striptags($var['ticket_reply_body'])).
' WHERE tpl_id='.db_input($this->getId());

replace with this following code:

',ticket_reply_body='.db_input(Format::striptags($var['ticket_reply_body'])).
',forgot_ticket_subj='.db_input(Format::striptags($var['forgot_ticket_subj'])).
',forgot_ticket_body='.db_input(Format::striptags($var['forgot_ticket_body'])).
' WHERE tpl_id='.db_input($this->getId());

Find again this code:

209	',ticket_reply_body='.db_input(Format::striptags($info['ticket_reply_body']));

replace with this following code:

209
210
211

',ticket_reply_body='.db_input(Format::striptags($info['ticket_reply_body'])).
',forgot_ticket_subj='.db_input(Format::striptags($var['forgot_ticket_subj'])).
',forgot_ticket_body='.db_input(Format::striptags($var['forgot_ticket_body']));

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

88 89 90 91 92
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_reply_body'</span><span style="color: #009900;">]</span><span style="color: #000000; font-weight: bold;">?></span> $errors['ticket_reply_body']?>

replace with this following code:

88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108
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_reply_body'</span><span style="color: #009900;">]</span><span style="color: #000000; font-weight: bold;">?></span> $errors['ticket_reply_body']?>
Forgot Ticket Number
Message template used when responding the Forgot Ticket Number request from user.
Subject	$tpl['forgot_ticket_subj']?>"> $errors['forgot_ticket_subj']?>
Message Body:	<span style="color: #000000; font-weight: bold;"><?=</span><span style="color: #000088;">$tpl</span><span style="color: #009900;">[</span><span style="color: #0000ff;">'forgot_ticket_body'</span><span style="color: #009900;">]</span><span style="color: #000000; font-weight: bold;">?></span> $errors['forgot_ticket_body']?>

Please note that you need two additional files.
They are:
1) col-btn.gif (similar with minus image)

Collaps button

2) exp-btn.gif (similar with plus image)

Expand button

Right-click on that image, and click Save Image As… to save to your computer. Then put those both files to your \images\ of your osTicket sub directory.

Before implementing this modification in your osTicket system, do not forget to define the email template regarding Forgot Ticket Number. Go to your admin panel, click on the Emails -> Templates, then click on the osTicket Default Template link item (the only one record after you install your osTicket System), then fill in the textbox from the Forgot Ticket Number section as follow:

Subject = Forgot Ticket Number
Message Body = %name,

This is the list of your tickets:
%ticketlist

Admin

and click on the Save Changes to save the changes.

Have a nice code!

How to Add Captcha Security Code in osTicket System 1.6 RC5

Masino Sinaga — Fri, 11 Sep 2009 02:45:34 +0000

In osTicket System version 1.6 RC5, there is no CAPTCHA feature on the open new ticket form. This will cause sometimes you will receive the ticket that contains of spam, and this will bother your ticket system. In order to decrease the spam ticket, you can implement the security code (CAPTCHA) feature as you can see from this URL: http://www.white-hat-web-design.co.uk/articles/php-captcha.php on your osTicket form. Please try the following steps.

Download the file from this URL: http://www.white-hat-web-design.co.uk/articles/captcha.zip.

Extract the .zip file above, then upload two files: CaptchaSecurityImages.php and monofont.ttf into the main or root directory of your osTicket.

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

        if(strcasecmp($origin,'web')==0) { //Help topic only applicable on web tickets.
            $fields['topicId']  = array('type'=>'int',      'required'=>1, 'error'=>'Select help topic');

after that code, add the following code:

            // Begin of MOD CAPTCHA, added by Masino Sinaga, July 17, 2009
            $fields['security_code']  = array('type'=>'code',     'required'=>1, 'error'=>'Please type correct CAPTCHA code');
            // End of MOD CAPTCHA, added by Masino Sinaga, July 17, 2009

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

            case 'text':
            case 'string':
                break;

before that code above, please add the following code:

            // Begin of MOD CAPTCHA, added by Masino Sinaga, July 17, 2009
            case 'code':
                if( $_SESSION['security_code'] != $_POST['security_code'])
                $this->errors[$k]=$field['error'];
                break;             
            // End of MOD CAPTCHA, added by Masino Sinaga, July 17, 2009

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

if(!defined('OSTCLIENTINC')) die('Kwaheri rafiki!'); //Say bye to our friend..

after that code above, please add the following code:

// Begin of CAPTCHA feature, added by Masino Sinaga, July 17, 2009
session_start();
// End of CAPTCHA feature, added by Masino Sinaga, July 17, 2009

find also this code:

    
         echo (I_C_OPEN_ATTACHMENT) ?>
        
              echo $errors['attachment']?>
        
    
     }?>

then after that code above, please add this following code:


    
         echo (I_C_OPEN_SECURITY_CODE); ?>
        
            
             * $errors['security_code']?>

Please note, in some part of the code above, you will find constant(s), and the other side, you will also find the sentence that has not been converted to its constant. This happened because some of the code have not been translated to the language file. Please adjust them with your need. Thank you for your understanding.