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 `transfer_auto_alert` tinyint(1) default 1 NOT NULL;

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

   116 117 118

   function autoRespONNewMessage() { return $this->row['message_auto_response']?true:false; }

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

   119 120 121 122 123

   // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 function autoRespONTransferTicket() { return $this->row['transfer_auto_alert']?true:false; } // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009

   Find again this code:

   252	',message_auto_response='.db_input($_POST['message_auto_response']).

   then replace with this following code:

   252 253

   ',message_auto_response='.db_input($_POST['message_auto_response']). ',transfer_auto_alert='.db_input($_POST['transfer_auto_alert']). // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009

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

   126 127 128

   <input type="radio" name="message_auto_response" value="0" <?=!$info['message_auto_response']?'checked':''?> />Disable </td> </tr>

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

   129 130 131 132 133 134 135 136

   <!-- MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 --> <tr><th>Auto Alert Ticket Transfer:</th> <td> <input type="radio" name="transfer_auto_alert" value="1" <?=$info['transfer_auto_alert']?'checked':''?> />Enable <input type="radio" name="transfer_auto_alert" value="0" <?=!$info['transfer_auto_alert']?'checked':''?> />Disable </td> </tr> <!-- MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 -->

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

   112 113 114 115 116 117

   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:

   112 113 114 115 116 117 118 119

   // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 if(!$errors && $ticket->transfer($_POST['dept_id'],$ticket->getDeptName(),Dept::getNameById($_POST['dept_id']))){ // Send out alerts?? - for now yes....part of internal note! // Now department members can also received an alert for incoming transfered ticket! $title='Dept. Transfer: '.$ticket->getDeptName().' to '.Dept::getNameById($_POST['dept_id']); $ticket->reload(); //dept manager changed! $ticket->postNote($title,$_POST['message']); $msg='Ticket Transfered Sucessfully';

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

   492 493 494 495 496 497 498 499 500 501 502 503

   //Dept Tranfer...with alert.. function transfer($deptId){ global $cfg; /* TODO: 1) Figure out what to do when ticket is assigned Is the assignee allowed to access target dept? (At the moment assignee will have access to the ticket anyways regardless of Dept) 2) Send alerts to new Dept manager/members?? 3) Other crap I don't have time to think about at the moment. */ return $this->setDeptId($deptId)?true:false; }

   then replace with this following code:

   492 493 494 495 496 497 498 499 500 501 502 503 504 505 506 507 508 509 510 511 512 513 514 515 516 517 518 519 520 521 522 523 524 525

   //Dept Tranfer...with alert.. function transfer($deptId,$oldDept,$newDept){ global $cfg; /* TODO: 1) Figure out what to do when ticket is assigned Is the assignee allowed to access target dept? (At the moment assignee will have access to the ticket anyways regardless of Dept) 2) Send alerts to new Dept manager/members?? (Yes, now your dreams come true! See MOD created by Masino Sinaga below!) 3) Other crap I don't have time to think about at the moment. */ //return $this->setDeptId($deptId)?true:false;   // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 if ($this->setDeptId($deptId)) { $this->dept_id = $deptId; $dept=$this->getDept(); if ($dept->autoRespONTransferTicket()) { $helpdesk_email=$cfg->getDefaultEmail(); $sqls = 'SELECT DISTINCT(email) FROM '.STAFF_TABLE.' WHERE dept_id = '.db_input($deptId); if (($ress=db_query($sqls)) && db_num_rows($ress)) { while(list($email)=db_fetch_row($ress)) { $helpdesk_email->send($email, 'New Transfered Ticket #'.$this->getExtId(), 'A new ticket #'.$this->getExtId().' has been transfered to your department (from '.$oldDept.' to '.$newDept.')!'); } } }else { Sys::log(LOG_WARNING,'autoRespONTransferTicket','Failed while getting autoRespONTransferTicket setting.'); } return true; } return false; // MOD Transfer Ticket Auto Alert, by Masino Sinaga, October 30, 2009 }

Hope it helps you.

1. First of all, alter your ost_email_template 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!

   ALTER TABLE ost_email_template
   ADD COLUMN `alert_all_staff_subj` varchar(255) NOT NULL,
   ADD COLUMN `alert_all_staff_body` text NOT NULL;

2. Create a new file and copy paste this following code into it, and then save it as sendemailtostaff.inc.php and put this file into your \include\staff\ sub directory.

   1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32

   <?php   /** * @author Masino Sinaga, http://www.openscriptsolution.com * @copyright October 29, 2009 */   if(!defined('OSTADMININC') || !$thisuser->isadmin()) die('Access Denied');   global $cfg; $tplId=$cfg->getDefaultTemplateId(); $sql='SELECT alert_all_staff_subj,alert_all_staff_body FROM '.EMAIL_TEMPLATE_TABLE. ' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId); if(($resp=db_query($sql)) && db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){ if ($subj!='' && $body!='') { include_once(INCLUDE_DIR.'class.email.php'); $helpdesk_email=$cfg->getDefaultEmail(); $sqls = 'SELECT DISTINCT(email) FROM '.STAFF_TABLE.''; if (($ress=db_query($sqls)) && db_num_rows($ress)) { while(list($email)=db_fetch_row($ress)) { $helpdesk_email->send($email,$subj,$body); } } echo 'Email successfully sent!'; } else { echo 'Email failed sent. Check the Send Email to All Staff section from your Email Template '; } } else { echo 'Failed while getting email template. '; }   ?>

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

   29 30 31

   <div class="msg">User</div> <table width="100%" border="0" cellspacing=0 cellpadding=2 class="tform tpl"> <tr class="header"><td colspan=2 >New Ticket Autoresponse</td></tr>

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

   28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47

   <div class="eas">Email to All Staff</div> <table width="100%" border="0" cellspacing=0 cellpadding=2 class="tform tpl"> <tr class="header"><td colspan=2 >Send Email to All Staff</td></tr> <tr class="subheader"><td colspan=2 > Email to all of your staff Meant to send an email to all of your staff (including manager) without any exception.</td> </tr> <tr> <th>Subject:</th> <td><input type="text" size="65" name="alert_all_staff_subj" value="<?=$tpl['alert_all_staff_subj']?>"> &nbsp;<font class="error">&nbsp;<?=$errors['alert_all_staff_subj']?></font></td> </tr> <tr> <th>Body:</th> <td> <textarea rows="7" cols="75" name="alert_all_staff_body"><?=$tpl['alert_all_staff_body']?></textarea> &nbsp;<font class="error">&nbsp;<?=$errors['alert_all_staff_body']?></font></td> </tr> </table> </div>

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

   83	$fields['name'] = array('type'=>'string', 'required'=>1, 'error'=>'Name required');

   then replace with this following code:

   83 84 85 86

   $fields['name'] = array('type'=>'string', 'required'=>1, 'error'=>'Name required'); //Send alert sent to all staff $fields['alert_all_staff_subj'] = array('type'=>'string', 'required'=>1, 'error'=>'Subject required'); $fields['alert_all_staff_body'] = array('type'=>'string', 'required'=>1, 'error'=>'Template message required');

   Find again this code:

   124	',notes='.db_input(Format::striptags($var['notes'])).

   then replace with this following code:

   124 125 126

   ',notes='.db_input(Format::striptags($var['notes'])). ',alert_all_staff_subj='.db_input(Format::striptags($var['alert_all_staff_subj'])). ',alert_all_staff_body='.db_input(Format::striptags($var['alert_all_staff_body'])).

   Find again this code:

   190	',notes='.db_input('New template: copy of '.$info['name']).

   then replace with this following code:

   190 191 192

   ',notes='.db_input('New template: copy of '.$info['name']). ',alert_all_staff_subj='.db_input(Format::striptags($var['alert_all_staff_subj'])). ',alert_all_staff_body='.db_input(Format::striptags($var['alert_all_staff_body'])).

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

   241 242

   case 'templates': include_once(INCLUDE_DIR.'class.msgtpl.php');

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

   240 241

   case 'sendemailtostaff': break;

   find again this code:

   621 622

   case 'email': case 'templates':

   then replace with this following code:

   621 622 623

   case 'email': case 'sendemailtostaff': case 'templates':

   Find again this code:

   628	$nav->addSubMenu(array('desc'=>'Templates','href'=>'admin.php?t=templates','title'=>'Email Templates','iconclass'=>'emailTemplates'));

   after that line, please insert this following code:

   629	$nav->addSubMenu(array('desc'=>'Send Email to Staff','href'=>'admin.php?t=sendemailtostaff','title'=>'Send Email to Staff','iconclass'=>'newEmail'));

   Find again this code:

   636 637

   case 'templates': $page='templates.inc.php';

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

   635 636 637

   case 'sendemailtostaff': $page='sendemailtostaff.inc.php'; break;

Have a nice code!

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

410
411
412
413

                if(($uID=Staff::create($_POST,$errors)))
                    $msg=Format::htmlchars($_POST['firstname'].' '.$_POST['lastname']).' added successfully';
                elseif(!$errors['err'])
                    $errors['err']='Unable to add the user. Internal error';

then replace with this following code:

410
411
412
413
414
415
416
417
418
419
420
421
422
423
424
425
426
427
428
429
430
431
432
433
434
435

                if(($uID=Staff::create($_POST,$errors))) {
                    $msg=Format::htmlchars($_POST['firstname'].' '.$_POST['lastname']).' added successfully';
                    $helpdesk_email=$cfg->getDefaultEmail();
                    $helpdesk_url=$cfg->getUrl();
                    $helpdesk_title=$cfg->getTitle();
                    if($helpdesk_email){
                       $helpdesk_email->send($_POST['email'], 'Your New Account', 
  ''.$_POST['firstname'].',
 
  We have just created you a new account on '.$helpdesk_title.':
 
  This is your account detail:
 
  Username: '.$_POST['username'].' 
  Password: '.$_POST['npassword'].'
 
  You may login now from: '.$helpdesk_url.'scp/
 
  Please keep this email securely for your archive.
 
  Sincerely,
  '.$thisuser->getName());
                    }  
                } elseif(!$errors['err']) {
                    $errors['err']='Unable to add the user. Internal error';
                }

Hopefully this will help you.

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

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

   then replace with this following code:

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

   Find again this code:

   161 162 163 164 165 166 167

   $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:

   161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178

   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"' ); }

2. 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.

1. First of all, you have to alter your ost_ticket table, by adding a new field named password, and also add a new enum with delay value, into the status field, besides the existing value: ‘open’, ‘closed’. Please also make sure that you have set ‘delay’ as the default value. It means, each time client open a new ticket, the status is become ‘delay’ instead of ‘open’.

   You may use this SQL from your phpMyAdmin or another MySQL tools:

   ALTER TABLE ost_ticket 
   ADD COLUMN `password` varchar(20) NULL;

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

   17 18 19

   <p> Thank you for contacting us.<br> A support ticket request has been created and a representative will be getting back to you shortly if necessary.</p>

   then replace with this following code:

   17 18 19

   <p> Thank you for contacting us.<br> An email has been sent to your email contains of the URL with password to activate this ticket.</p>

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

   1194	$extId=Ticket::genExtRandID();

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

   1195	$password = Ticket::generatePassword(10);

   Find again this code, and make sure that code located inside the create() function:

   1207	',source='.db_input($source);

   then replace with this following code:

   1207 1208

   ',source='.db_input($source). ',password='.db_input($password); // MOD Open Ticket With Password, Added by Masino Sinaga, Oct 19, 2009

   Find again this code:

   1336 1337

   } ?>

   then replace with this following code:

   1336 1337 1338 1339 1340 1341 1342 1343 1344 1345 1346 1347 1348 1349 1350 1351 1352 1353 1354 1355 1356 1357

   function generatePassword($length = 10) { $password=""; $chars = "abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ1234567890"; srand((double)microtime()*1000000); for ($i=0; $i<$length; $i++) { $password .= substr ($chars, rand() % strlen($chars), 1); } return $password; }   function updateTicketStatus($password) { if(db_query('UPDATE '.TICKET_TABLE.' SET status=\'open\', password=\'\' WHERE password='.db_input($password)) && db_affected_rows()){ return true; } else { return false; } }   } ?>

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

   20	$errors=array();

   after that line, please insert this following code:

   21 22 23 24 25 26 27 28 29 30 31

   if($_GET && (!empty($_GET['password']) )) { $password=trim($_GET['password']); if (Ticket::updateTicketStatus($password)) { require(CLIENTINC_DIR.'header.inc.php'); echo 'Thank you for activating your ticket. We will response it as soon as possible.'; require(CLIENTINC_DIR.'footer.inc.php'); exit; } else { $errors['err']='Incorrect password or ticket status has been activated.'; } }

   Find again this code:

   42	$inc='thankyou.inc.php';

   after that line, please insert this following code:

   43 44 45 46 47 48 49 50 51 52 53 54 55 56 57

   global $cfg; $username = $_POST['name']; $helpdesk_email=$cfg->getDefaultEmail(); $helpdesk_url=$cfg->getUrl(); $helpdesk_title=$cfg->getTitle(); if($helpdesk_email){ $sqle='SELECT email, password FROM '.TICKET_TABLE. ' WHERE ticketID='.db_input($ticket->getExtId()).''; $respe=db_query($sqle); $countRec = db_num_rows($respe); while ($row = db_fetch_array($respe)) { $password = $row['password']; } $helpdesk_email->send($_POST['email'], 'Password for Your Ticket #'.$ticket->getExtId(), ''.$username.', You are receiving this notification because you have (or someone pretending to be you has) requested a new ticket on "'.$helpdesk_title.'". If you did not request this notification then please ignore it, if you keep receiving it please contact your Administrator. Otherwise, in order to activate your new ticket so that we will receive it, please click on this link: '.$helpdesk_url.'open.php?password='.$password); }

That’s all. Now each time client open a new ticket, then osTicket will send the password including the URL link to the client’s email. After the URL link clicked, then the ticket will be activated, and staff will be able to see this ticket on the list.

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

1151
1152
1153
1154
1155
1156
1157
1158

  $sqllimit='SELECT email FROM '.TICKET_TABLE.'
             WHERE 30 >= TIMESTAMPDIFF(DAY,created,NOW()) 
             AND email='.db_input($var['email']).'';
  $reslimit=db_query($sqllimit);
  // Limit only 3 tickets sent within the last 30 days
  if (db_num_rows($reslimit) >= 3) {
      $errors['err'] = 'You are not allowed to send the ticket because you have already sent 3 tickets within the last 30 days!';
  }

then repalace with this following code:

1151
1152
1153
1154
1155
1156
1157
1158
1159
1160
1161
1162

  $sqllimit='SELECT email FROM '.TICKET_TABLE.'
             WHERE 30 >= TIMESTAMPDIFF(DAY,created,NOW()) 
             AND email='.db_input($var['email']).'';
  $reslimit=db_query($sqllimit);
  // Limit only 3 tickets in the last 30 days
  if (db_num_rows($reslimit) >= 3) {
    $email=$cfg->getDefaultEmail();
    if($email){
      $email->send($var['email'], 'Creating Ticket Denied', 'You are not allowed to send the ticket because you have already sent 3 ticket in the last 30 days!');
    }
    $errors['err'] = 'You are not allowed to send the ticket because you have already sent 3 ticket in the last 30 days!';
  }

Hopefully this will be helpful.

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

   1152 1153

   //Any error above is fatal. if($errors) { return 0; }

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

   1151 1152 1153 1154 1155 1156 1157 1158

   $sqllimit='SELECT email FROM '.TICKET_TABLE.' WHERE 30 >= TIMESTAMPDIFF(DAY,created,NOW()) AND email='.db_input($var['email']).''; $reslimit=db_query($sqllimit); // Limit only 3 tickets sent within the last 30 days if (db_num_rows($reslimit) >= 3) { $errors['err'] = 'You are not allowed to send the ticket because you have already sent 3 tickets within the last 30 days!'; }

If somehow you want to change the period of the day (for example you want to change become one week), then you may change it the code above in part of:

WHERE 30 >= TIMESTAMPDIFF(DAY,created,NOW())

become:

WHERE 7 >= TIMESTAMPDIFF(DAY,created,NOW())

And don’t forget to adjust the message above that will be displayed to your client.