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Displaying the Staff Name in the Reply Email of osTicket v1.6 RC5

Masino Sinaga — Wed, 02 Dec 2009 02:22:55 +0000

This modification will display the staff name in the reply email that sent by the current staff. As default, osTicket have not included the %staff variable in the reply or response email template. So here is the modification to implement it.

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

752	$body = str_replace('%response',$response,$body);

after that line, please insert this following code:

753
754

$staff = new Staff($thisuser->getId());
$body = str_replace("%staff",$staff->getFirstName(),$body);

Go to your Admin Panel -> Emails -> Templates, then select your email template record, go to the Ticket Response/Reply section.

Change this email template regarding the ticket response/reply at the Message Body directive, from this code:

%name,
 
Our customer support team personnel has replied to your support request #%ticket 
 
%response
 
We hope this response has sufficiently answered your questions. If not, please do not send another email. Instead, reply to this email or login to your account for a complete archive of all your support request and responses.
 
%url/view.php?e=%email&t=%ticket
 
%signature

become this following code:

%name,
 
%staff has replied to your support request #%ticket 
 
%response
 
We hope this response has sufficiently solved your request. If not, please do not send another email. Instead, reply to this email or login to your account for a complete archive of all your support request and responses.
 
%url/view.php?e=%email&t=%ticket
 
%signature

Fixing Ticket Transfer Description in osTicket v1.6 RC5

Masino Sinaga — Wed, 28 Oct 2009 01:27:29 +0000

Not many users pay attention about this little problem in osTicket version 1.6 RC5. What was that? Well, if you transfer a ticket from one department to another department. For example, after you transfer a ticket from Dept. Support to Dept. Billing, then the message that being saved in Internal Note is: “Dept. Transfer: Support to Support”, whereas it should be: “Dept. Transfer: Support to Billing”. On the other word, the old department name is not correct. So here is the modification I created to correct and fix the problem. Only small change, though.

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

            if(!$errors && $ticket->transfer($_POST['dept_id'])){
                 $ticket->reload(); //dept manager changed!
                //Send out alerts?? - for now yes....part of internal note!
                $title='Dept. Transfer: '.$ticket->getDeptName().' to '.Dept::getNameById($_POST['dept_id']);
                $ticket->postNote($title,$_POST['message']);
                $msg='Ticket Transfered Sucessfully';

then replace with this following code:

            if(!$errors && $ticket->transfer($_POST['dept_id'])){
                //Send out alerts?? - for now yes....part of internal note!
                $title='Dept. Transfer: '.$ticket->getDeptName().' to '.Dept::getNameById($_POST['dept_id']);
                $ticket->reload(); //dept manager changed!
		$ticket->postNote($title,$_POST['message']);               
                $msg='Ticket Transfered Sucessfully';

So that problem caused by the $ticket->reload(); statement that placed before $ticket->getDeptName() line. Since the $ticket->getDeptName() statement is for getting the old department name, then the $ticket->reload() statement, which has functionality for refreshing or reloading the current ticket, should be put after the $ticket->getDeptName(). Now after you put $ticket->reload() below the $ticket->getDeptName() line, then the old department name is correct now.

Add Post Number, Sender Name, and Time Duration in Each Message of osTicket

Masino Sinaga — Wed, 09 Sep 2009 02:42:26 +0000

Both osTicket version 1.6 RC4 and 1.6 RC5 have not included the post number, the sender name of client, and duration time in each message. That is why I made this modification. It is important for you as staff or admin of your ticketing system, if you want to know quickly how much time needed to respond between one post and the next post in one current ticket. Moreover, you will also know how much total time taken for the opened ticket when you view the certain ticket in full-mode.

Follow these instructions below.

Create a new file, copy-paste the following code to this file, then put it to \include\ sub directory of your osTicket System, and save it as class.duration.php


 
/**************************************************************************/
/* [MOD] Add #Post, SenderName, Time Duration in Each Message,            */ 
/*       by Masino Sinaga, May 7, 2009                                    */ 
/* Website: - http://www.masinosinaga.com                                 */
/*          - http://osticket.masinosinaga.com                            */
/**************************************************************************/
 
class Duration {
 
	var $begindate;
	var $enddate;
 
  function Duration($parambegindate, $paramenddate) {
    $this->begindate = strtotime($parambegindate);
    $this->enddate = strtotime($paramenddate);
    $diff = intval($this->enddate) - intval($this->begindate);                 
    $diffday = intval(floor($diff/86400));
    $modday = ($diff%86400);
    $diffhour = intval(floor($modday/3600));
    $diffminute = intval(floor(($modday%3600)/60));
    $diffsecond = ($modday%60);
    return round($diffday)." Day(s), ".round($diffhour)." Hour(s), ".round($diffminute,0)." Minute(s), ".round($diffsecond,0)." Second(s).";
  }
}
?>

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

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

after that code, add the following code:

22
23
24

// MOD Show Post#, SenderName, and Duration on Each Message by Masino Sinaga, July 20, 2009
require_once(INCLUDE_DIR.'class.duration.php');
// MOD Show Post#, SenderName, and Duration on Each Message by Masino Sinaga, July 20, 2009

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

274
275
276

        $msgres =db_query($sql);
        while ($msg_row = db_fetch_array($msgres)) {
            ?>

replace with:

      $msgres =db_query($sql);
      $i=1;
      while ($msg_row = db_fetch_array($msgres)) {  
        if ($i!=1) { 
          $dateend = $msg_row['created'];
        } else if ($i==1) {
          $datebegin = $msg_row['created'];
          $firstdate = $datebegin;
          $dateend = $msg_row['created'];
        }
        $lastdate = $dateend;                 
        $datediff = new Duration($datebegin,$dateend);
        $resultdiff=$datediff->Duration($datebegin,$dateend);
        $datebegin = $dateend;        
        ?>

find this code:

            if($msg_row['attachments']>0){ ?>
                }?>
                
                Format::db_daydatetime($msg_row['created'])?>
                $ticket->getAttachmentStr($msg_row['msg_id'],'M')?> 
                Format::display($msg_row['message'])?>

replace with:

         if($msg_row['attachments']>0){ ?>
           }?>
          
           echo "(#".$i.") "; echo Format::db_daydatetime($msg_row['created']); echo " - ".Format::htmlchars($ticket->getName()); ?>
          
           echo $ticket->getAttachmentStr($msg_row['msg_id'],'M')?> 
          
           echo Format::display($msg_row['message']); ?>
          
           echo "Duration: ".$resultdiff."
";    ?>

find this code:

            $resp =db_query($sql);
            while ($resp_row = db_fetch_array($resp)) {
                $respID=$resp_row['response_id'];
                ?>
                if($resp_row['attachments']>0){ ?>
                    }?>
                    
                    Format::db_daydatetime($resp_row['created'])?> - $resp_row['staff_name']?>
                    
                        $ticket->getAttachmentStr($respID,'R')?>
                     Format::display($resp_row['response'])?>
                
            }
            $msgid =$msg_row['msg_id'];
        }?>

replace with:

        $resp =db_query($sql);
        $j=1;
        while ($resp_row = db_fetch_array($resp)) {
          $i++;
          $respID=$resp_row['response_id'];
          $dateend = $resp_row['created']; 
          $lastdate = $dateend;          
          $datediff = new Duration($datebegin,$dateend);
          $resultdiff=$datediff->Duration($datebegin,$dateend);            
          ?>
           if($resp_row['attachments']>0){ ?>
             }?>
            
             echo "(#".$i.") "; echo Format::db_daydatetime($resp_row['created'])?> -  echo $resp_row['staff_name']?>
            
            
               echo $ticket->getAttachmentStr($respID,'R')?>
             echo Format::display($resp_row['response']); ?>
             echo "Duration: ".$resultdiff."
";    ?>
                      
               
          $datebegin = $dateend;
          $j++;
        }
        $msgid =$msg_row['msg_id']; 
        $i++;
      } 
      $datediff = new Duration($firstdate,$lastdate);
      $resultdiff=$datediff->Duration($firstdate,$lastdate);    
      ?>
    

 
  $totalpost = $i-1;
  if ($ticket->getStatus()=='open') {
    echo "
Total: ".$totalpost." post(s), Duration: ".$resultdiff."
";
    $lastdate = date("Y-m-d H:i:s"); //userdate();   //date("Y-m-d H:i:s");
    $datediff = new Duration($firstdate,$lastdate);
    $resultdiff=$datediff->Duration($firstdate,$lastdate);    
    echo "
Ticket still opened, Total Duration: ".$resultdiff."
";
  } else {
    echo "
Total: ".$totalpost." post(s), Duration: ".$resultdiff."
";
  }    
?>

Now you can see that there is post number, sender name, and time duration in each message of the current ticket thread. You can also see in the bottom of the ticket thread, duration total for that current ticket. At least, you will get warning especially about the duration total of the opened ticket, thus you can take the respond as quick as you can for that ticket number.