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How to Create 3 New Permissions (Can Post Reply, Can Post Internal Notes, and Can Assign Tickets) into osTicket 1.6 ST

Masino Sinaga — Fri, 20 Jan 2012 04:19:53 +0000

osTicket does very good job to restrict the certain permissions to the staff by implementing the User Groups feature. There are seven permissions that have been provided in the User Groups. They are: Can Create Tickets, Can Edit Tickets, Can Close Tickets, Can Transfer Tickets, Can Delete Tickets, Can Ban Emails, and Can Manage Premade. Unfortunately, up to osTicket version 1.6 ST, there are no permissions for the following action: Can Post Reply, Can Post Internal Notes, and Can Assign Tickets. In this article, I will show you how you can add those three new permissions into the User Groups feature. They are very useful whenever you want to create a User Group and then assign it to the certain users which do not have the abilities for that three new permissions. By default, these three new permissions are all set to 1 (Enabled). If you want to change the values or disable those three new permissions, then you have to login as Administrator, and then go to Admin Panel -> Staff -> User Groups, then edit a user group record from the list which you want to disable them.

First of all, alter your ost_groups table by adding the three new fields called by using the following script into your osTicket database (please adjust the table prefix if you are using the different one with mine using ost_):

ALTER TABLE `ost_groups` ADD COLUMN `can_post_reply` tinyint(1) UNSIGNED NOT NULL DEFAULT 1 AFTER `can_create_tickets`;
ALTER TABLE `ost_groups` ADD COLUMN `can_post_internal_notes` tinyint(1) UNSIGNED NOT NULL DEFAULT 1 AFTER `can_post_reply`;
ALTER TABLE `ost_groups` ADD COLUMN `can_assign_tickets` tinyint(1) UNSIGNED NOT NULL DEFAULT 1 AFTER `can_post_internal_notes`;

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

        Can Create Tickets
            
                $info['can_create_tickets']?'checked':''?> />Yes 
                !$info['can_create_tickets']?'checked':''?> />No
                  Ability to open tickets on behalf of users!

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

 // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
        <tr><th>Can <b>Post Replyb>th>
            <td>
                <input type="radio" name="can_post_reply"  value="1"   $info['can_post_reply']?'checked':''?> />Yes 
                !$info['can_post_reply']?'checked':''?> />No
                  Ability to post replies!
            
        
        Can Post Internal Notes
            
                $info['can_post_internal_notes']?'checked':''?> />Yes 
                !$info['can_post_internal_notes']?'checked':''?> />No
                  Ability to post Internal Notes!
            
        
        Can Assign Tickets
            
                $info['can_assign_tickets']?'checked':''?> />Yes 
                !$info['can_assign_tickets']?'checked':''?> />No
                  Ability to assign tickets!
            
        
 // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

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

                 ', can_create_tickets='.db_input($vars['can_create_tickets']).

then replace it with this following code:

                 ', can_create_tickets='.db_input($vars['can_create_tickets']).
// Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012
				 ', can_post_reply='.db_input($vars['can_post_reply']).
				 ', can_post_internal_notes='.db_input($vars['can_post_internal_notes']).				 
				 ', can_assign_tickets='.db_input($vars['can_assign_tickets']).
// End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012

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

    function canCreateTickets(){
        return ($this->isadmin() || $this->udata['can_create_tickets'])?true:false;
    }

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

// Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012
    function canPostReply(){
        return ($this->isadmin() || $this->udata['can_post_reply'])?true:false;    
    }
 
    function canPostInternalNotes(){
        return ($this->isadmin() || $this->udata['can_post_internal_notes'])?true:false;    
    }	
 
    function canAssignTickets(){
        return ($this->isadmin() || $this->udata['can_assign_tickets'])?true:false;    
    }
// End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012

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

            <div id="reply" class="tabbertab" align="left">
                <h2>Post Replyh2>

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

 // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
          if ($thisuser->canPostReply()) { ?>
 // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

Still in the /include/staff/viewticket.inc.php file, find this code:

                        <p>
                            <div  style="margin-left: 50px; margin-top: 30px; margin-bottom: 10px;border: 0px;">
                                <input class="button" type='submit' value='Post Reply' />
                                <input class="button" type='reset' value='Reset' />
                                <input class="button" type='button' value='Cancel' onClick="history.go(-1)" />
                            div>
                        p>
                    form>                
                p>
            div>

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

 // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
          } ?>
 // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

Still in the /include/staff/viewticket.inc.php file, find this code:

            <div id="notes" class="tabbertab"  align="left">
                <h2>Post Internal Noteh2>

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

 // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
          if ($thisuser->canPostInternalNotes()) { ?>
 // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

Still in the /include/staff/viewticket.inc.php file, find this code:

                        
                            Ticket Status:
                            
                            $checked=($info && isset($info['ticket_status']))?'checked':''; //not selected by default.
                            if($ticket->isOpen()){?>
                            $checked?> > Close Ticket
                            }else{ ?>
                            $checked?> > Reopen Ticket
                            }?>
                        
                        }?>

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

 // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
          } ?>
 // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

Still in the /include/staff/viewticket.inc.php file, find this code:

            
             //When the ticket is assigned Allow assignee, admin or ANY dept manager to reassign the ticket.
            if(!$ticket->isAssigned() || $thisuser->isadmin()  || $thisuser->isManager() || $thisuser->getId()==$ticket->getStaffId()) {
                 ?>
            
 
                $staff?'Re Assign Ticket':'Assign to Staff'?>

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

 // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
          if ($thisuser->canAssignTickets()) { ?>
 // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

Still in the /include/staff/viewticket.inc.php file, find this code:

}?>

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

 // Begin of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>
          } ?>
 // End of MOD Adding 3 New Permissions, by Masino Sinaga, January 20, 2012 ?>

Hopefully you find it useful.

How to Implement Simple Time Spent by Staff on Ticket in osTicket 1.6 ST

Masino Sinaga — Wed, 31 Aug 2011 03:38:18 +0000

After a few months not involved in osTicket discussion forum, today I saw some requests asking about how to implement the simple time spent on a ticket in osTicket 1.6 ST (stable version) as good as it has been implemented in osTicket 1.6 RC5. Since the author of that mod is busy nowadays and he has not much time to upgrade that modification, so I tried to help osTicket community to make it come true. Now I have successfully created the same modification for osTicket 1.6 ST version. Please note that actually I have implemented the similar modification with that one above, so please be kind to choose one of them that suits with your needs. Hopefully this will be helpful for you.

First of all, alter your ost_ticket table by adding a new field called time_spent by using the following script into your osTicket database (please adjust the table prefix if you are using the different one with mine using ost_):
```
ALTER TABLE `ost_ticket` ADD COLUMN `time_spent` FLOAT(4,2)  NOT NULL DEFAULT '0.00' AFTER `closed`;
```

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

                                if($appendDeptSig) {?>
                                $info['signature']=='dept'?'checked':''?> > Dept Signature
                                }?>

}?>

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

 if($ticket->isOpen()) { ?>


Current Time Spent:  echo $ticket->getTimeSpent().'
'; // show the current time spent (if any) ?>
<label for="time_spent"><b>Time Spent:b>label>
<input type="text" name="time_spent" size="5"
    value="$_POST['time_spent'])) echo $_POST['time_spent'];?>" />
(0.75 = 45 minutes)
<br />
 } ?>

Open your /include/class.ticket.php file, and find this code:
```
    var $overdue;
```
after that line, insert this following code:
```
    var $timeSpent;
```
Still in the /include/class.ticket.php, find again this code:
```
$this->overdue =$row['isoverdue'];
```
after that line, insert this following code:
```
$this->timeSpent = $row['time_spent'];
```

Still in the /include/class.ticket.php file, find again this code:

    function getStatus(){
        return $this->status;
    }

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

    function getTimeSpent(){
		return $this->formatTime($this->timeSpent);
    }
 
    function formatTime($time){
        if($time < 1){
            $formatted = $time*60;
            $formatted .= ' Minutes';
        }else if ($time == 1){
            $formatted = $time.' Hour';
        }else{
            $formatted = $time.' Hours';
        }
        return $formatted;
    }
 
    function timeSpent($time){
        if(empty($time)){
            $time = 0.00;
        }else{
            if(!is_numeric($time)){
                $time = 0.25;
            }else{
                $time = round($time,2);
            }
        }
        $sql = 'UPDATE '.TICKET_TABLE.' SET time_spent='.db_input($time).' WHERE ticket_id='.db_input($this->getId());
        return (db_query($sql) && db_affected_rows())?true:false; 
    }

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

                if(isset($_POST['ticket_status']) && $_POST['ticket_status']) {

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

               $ticket->timeSpent($_POST['time_spent']);

Still in the /scp/tickets.php file, find again this code:

                if(isset($_POST['ticket_status']) && $_POST['ticket_status']){

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

               $ticket->timeSpent($_POST['time_spent']);

Updated: the next step, we will add an additional column in the ticket list page named Time Spent.
Open your /include/staff/tickets.inc.php file, and find this code:

$qselect = 'SELECT DISTINCT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,email,dept_name '.
           ',ticket.status,ticket.source,isoverdue,isanswered,ticket.created,pri.* ,count(attach.attach_id) as attachments ';

then replace it with this following code:

$qselect = 'SELECT DISTINCT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,email,dept_name '.
           ',ticket.status,ticket.source,isoverdue,isanswered,ticket.created,pri.* ,count(attach.attach_id) as attachments, time_spent ';

Find again this code:

            <th width="180" >Fromth>

then replace it with this following code:

            <th width="120" >Fromth>
            <th width="160" >Time Spentth>

Find again this code:

                Format::truncate($row['name'],22,strpos($row['name'],'@'))?>

after that line, insert this following code:

                 require_once(INCLUDE_DIR.'class.ticket.php'); ?>
                 $ticket= new Ticket($row['ticket_id']); ?>
                 $the_time_spent = $ticket->getTimeSpent(); ?>
                 echo $the_time_spent;?>

Updated on November 14, 2011: This following step will add the ability of summing of time. As we know, the existing condition will overide the old value with the new value. With the new condition below, now each staff input the new value, then the new value will be summed to the old value. Let’s get started now! Open your /include/staff/viewticket.inc.php file, and find this code:
```
Current Time Spent:  echo $ticket->getTimeSpent().'
'; // show the current time spent (if any) ?>
```
then replace it with this following code:
```
Current Time Spent:  echo $ticket->getTimeSpent().' ('.$ticket->getRealTimeSpent().')
'; // show the current time spent (if any) ?>
```
Updated on November 14, 2011: Open your /include/class.ticket.php file, and find this code:
```
	function getTimeSpent() {
		return $this->formatTime($this->timeSpent);
	}
```
before the first line of that code, please insert this following code:
```
	function getRealTimeSpent() {
		return $this->timeSpent;
	}
```

Updated on November 14, 2011: Still in the /include/class.ticket.php file, find again this code:

        $sql = 'UPDATE '.TICKET_TABLE.' SET time_spent='.db_input($time).' WHERE ticket_id='.db_input($this->getId());

then replace it with this following code:

        $sql = 'UPDATE '.TICKET_TABLE.' SET time_spent=time_spent+'.db_input($time).' WHERE ticket_id='.db_input($this->getId());

That SQL code above will sum up the existing time value with the new time value.

Enjoy the result, everyone!

Auto Staff Time Sheet in Editing Ticket of osTicket v1.6 RC5

Masino Sinaga — Sun, 28 Feb 2010 08:38:36 +0000

This following modification is the continuation of another modification that I created in the article: Add Auto Staff Time Sheet Feature into osTicket v1.6 RC5. Since I received the feedback from osTicket Discussion Forum that informed me about the SQL error after editing a ticket by staff, then I found that the original one need to be improved. So, here is the additional modification that you should apply if you want to avoid SQL error after implementing the first modification while editing a ticket. Please note that if you want to implement the modification in this article, first of all, you have to implement the original modification via that link above.

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

36	<input type='hidden' name='a' value='update'>

after that line, please insert this following code:

37
38
39

     // Begin of MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010 ?>
    <input type="hidden" name="start_time" value="">
     // End of MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010 ?>

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

1183	function update($var,&$errors) {

then replace with this following code:

1183	function update($var,&$errors,$start_time) { // MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010

Find again this code:

1249	$this->postNote('Ticket Edit',$var['note']);

then replace with this following code:

1249	$this->postNote('Ticket Edit',$var['note'],'true','',$start_time); // MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010

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

216	elseif($ticket->update($_POST,$errors)){

then replace with this following code:

216	elseif($ticket->update($_POST,$errors,$_POST['start_time'])){ // MOD Auto Staff Time Sheet, by Masino Sinaga, February 28, 2010

Now you should not receive SQL error anymore after editing a ticket if you implement the Auto Staff Time Sheet modification that I created above. Have a nice code, everyone!

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:

478
479
480

$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:

376
377
378

    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:

173 174 175 176 177
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:

104
105

        $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.

Giving Permission to Specified Staff to Add New Staff Based on Current Department in osTicket v1.6 RC5

Masino Sinaga — Tue, 08 Dec 2009 14:30:33 +0000

This article will show you how to modify your osTicket System in order to give the ability for the certain staff to add new staff record based on his/her department. As we know, only staff which has Admin account type can do this, since there are only two account type in osTicket up to v1.6 RC5; they are: Staff and Admin. If you set the certain staff’s account type which has Managers user-group become Admin account type (in order to give him/her the ability to add his/her new staff from Admin Panel), then they will be able to access all features that located on Admin Panel. So, instead of to give full access for that Manager, then we should create the new permission in user group basis, afterwards, we assign Yes to the Managers user group, so they will be able to add their own new staff without having to access Admin Panel. There will be a new tab in Staff Panel named My Staff. This new tab will have two new sub-tabs, they are: My Staff Members and Add My New Staff in order to make it different with the Staff tab at Admin Panel.

First of all, you have to alter your ost_groups table by using this following SQL query. Please note that ost_ is the table prefix name. If it differs with yours, then adjust it by yourself.
```
ALTER TABLE ost_groups 
ADD COLUMN `can_manage_staff` tinyint(1) default 0 NOT NULL;
```
Download this file: my_dept_staff.zip. Extract it, there are two files inside, afterwards, put those two files to your \include\staff\ sub directory of your osTicket.

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

99
100

        tr>
    table>

then replace with this following code:

99 100 101 102 103 104 105 106 107
Can Manage Staff	$info['can_manage_staff']?'checked':''?> />Yes !$info['can_manage_staff']?'checked':''?> />No Ability to add/update/disable/delete staff of your current department.

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

227
228
229

    function canManageKb() { //kb = knowledge base.
        return ($this->isadmin() || $this->udata['can_manage_kb'])?true:false;
    }

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

230
231
232

    function canManageStaff() { // added by Masino Sinaga, December 8, 2009
        return ($this->isadmin() || $this->udata['can_manage_staff'])?true:false;
    }

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

39
40

             $tabs['kbase']=array('desc'=>'Knowledge Base','href'=>'kb.php','title'=>'Knowledge Base: Premade');
            }

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

41
42
43

            if($thisuser && $thisuser->canManageStaff()){
             $tabs['staffdept']=array('desc'=>'My Staff','href'=>'mystaff.php','title'=>'Staff');
            }

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

59	', can_manage_kb='.db_input($vars['can_manage_kb']);

then replace it with this following code:

59
60

                 ', can_manage_kb='.db_input($vars['can_manage_kb']).
		 ', can_manage_staff='.db_input($vars['can_manage_staff']); // added by Masino Sinaga, December 8, 2009

Create a new php file named mystaff.php, then put this file to your \scp\ sub directory after you copy, paste, and save this following code:


/*********************************************************************
    mystaff.php
 
    Staff Base handle
    Based on the kb.php file  
    Original code by: Peter Rotich 
    Modified code by: Masino Sinaga, http://www.openscriptsolution.com
    Copyright (c)  2006,2007,2008,2009 osTicket
    http://www.osticket.com
 
    Released under the GNU General Public License WITHOUT ANY WARRANTY.
    See LICENSE.TXT for details.
 
    vim: expandtab sw=4 ts=4 sts=4:
    $Id: $
**********************************************************************/
 
require('staff.inc.php');
if(!$thisuser->isadmin() && !$thisuser->canManageStaff()) die('Staff Access Page Denied'); // modified by Masino Sinaga, Dec 8, 2009) die('Access denied');
 
$page='';
if(!$page && $_REQUEST['a']=='add' && !$replyID)
    $page='staffdept.inc.php';
 
    $inc=$page?$page:'staffdeptmembers.inc.php';
 
$nav->setTabActive('staffdept');
$nav->addSubMenu(array('desc'=>'My Staff Members','href'=>'mystaff.php','iconclass'=>'users'));
$nav->addSubMenu(array('desc'=>'Add My New Staff','href'=>'mystaff.php?a=add','iconclass'=>'newuser'));
require_once(STAFFINC_DIR.'header.inc.php');
require_once(STAFFINC_DIR.$inc);
require_once(STAFFINC_DIR.'footer.inc.php');
 
?>

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

19	if(!$thisuser or !$thisuser->isadmin()){

then replace with this following code:

if(!$thisuser and !$thisuser->isadmin() and !$thisuser->canManageStaff()){ // modified by Masino Sinaga, December 8, 2009

Find again this code:

452
453

    case 'dept':
        include_once(INCLUDE_DIR.'class.dept.php');

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

    case 'staffdept':  // added by Masino Sinaga, MOD Create My Staff Under My Dept (for Managers), added by Masino Sinaga, December 8, 2009
        include_once(INCLUDE_DIR.'class.staff.php');
        $do=strtolower($_POST['do']);
        switch($do){
            case 'update':
                $staff = new Staff($_POST['staff_id']);
                if($staff && $staff->getId()) {
                    if($staff->update($_POST,$errors))
                        $msg='Staff profile updated successfully';
                    elseif(!$errors['err'])
                        $errors['err']='Error updating the user';
                }else{
                    $errors['err']='Internal error';
                }
                break;
            case 'create':
                if(($uID=Staff::create($_POST,$errors)))
                    $msg=Format::htmlchars($_POST['firstname'].' '.$_POST['lastname']).' added successfully';
                elseif(!$errors['err'])
                    $errors['err']='Unable to add the user. Internal error';
                break;
            case 'mass_process':
                //ok..at this point..look WMA.
                if($_POST['uids'] && is_array($_POST['uids'])) {
                    $ids=implode(',',$_POST['uids']);
                    $selected=count($_POST['uids']);
                    if(isset($_POST['enable'])) {
                        $sql='UPDATE '.STAFF_TABLE.' SET isactive=1,updated=NOW() WHERE isactive=0 AND staff_id IN('.$ids.')';
                        db_query($sql);
                        $msg=db_affected_rows()." of  $selected selected users enabled";
 
                    }elseif(in_array($thisuser->getId(),$_POST['uids'])) {
                        //sucker...watch what you are doing...why don't you just DROP the DB?
                        $errors['err']='You can not lock or delete yourself!';  
                    }elseif(isset($_POST['disable'])) {
                        $sql='UPDATE '.STAFF_TABLE.' SET isactive=0, updated=NOW() '.
                            ' WHERE isactive=1 AND staff_id IN('.$ids.') AND staff_id!='.$thisuser->getId();
                        db_query($sql);
                        $msg=db_affected_rows()." of  $selected selected users locked";
                        //Release tickets assigned to the user?? NO? could be a temp thing 
                        // May be auto-release if not logged in for X days? 
                    }elseif(isset($_POST['delete'])) {
                        db_query('DELETE FROM '.STAFF_TABLE.' WHERE staff_id IN('.$ids.') AND staff_id!='.$thisuser->getId());
                        $msg=db_affected_rows()." of  $selected selected users deleted";
                        //Demote the user 
                        db_query('UPDATE '.DEPT_TABLE.' SET manager_id=0 WHERE manager_id IN('.$ids.') ');
                        db_query('UPDATE '.TICKET_TABLE.' SET staff_id=0 WHERE staff_id IN('.$ids.') ');
                    }else{
                        $errors['err']='Uknown command!';
                    }
                }else{
                    $errors['err']='No users selected.';
                }
            break;
            default:
                $errors['err']='Uknown command!';
        }
    break;

Find again this code:

738
739

    //Departments
    case 'dept': //lazy

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

    case 'staffdept': // added by Masino Sinaga, MOD Create Staff Under My Dept (for Managers), added by Masino Sinaga, December 8, 2009
        $group=null;
        //Tab and Nav options.
        $nav->setTabActive('staffdept');
        $nav->addSubMenu(array('desc'=>'My Staff Members','href'=>'admin.php?t=staffdept','iconclass'=>'users'));
        $nav->addSubMenu(array('desc'=>'Add My New Staff','href'=>'admin.php?t=staffdept&a=new','iconclass'=>'newuser'));
        $page='';
        switch($thistab){
            case 'staffdept':
                $page='staffdeptmembers.inc.php';
                if(($id=$_REQUEST['id']?$_REQUEST['id']:$_POST['staff_id']) && is_numeric($id)) {
                    $staff = new Staff($id);
                    if(!$staff || !is_object($staff) || $staff->getId()!=$id) {
                        $staff=null;
                        $errors['err']='Unable to fetch info on rep ID#'.$id;
                    }
                }
                $page=($staff or ($_REQUEST['a']=='new' && !$uID))?'staffdept.inc.php':'staffdeptmembers.inc.php';
                break;
            default:
                $page='staffdeptmembers.inc.php';
        }
        break;

After you applied all of the modification code, go to your Admin Panel -> Staff -> User Groups, then click on the Managers item, then choose Yes at the Can Manage Staff directive, and click on the Submit button to save the changes.

Then create a new staff, assign that staff with Managers user group, and make sure you choose Staff as the account type, afterwards, login by using that staff account, so now you should see a new tab in Staff Panel named My Staff. You can test it by adding some new staff records, and now you can see that there is only one department option (based on the current logged-in staff’s department) at the Department directive, and there is only one option for the User Group directive; it is Staff.

The conclusion for this MOD is: this My Staff tab is very useful if you want to give the ability for the certain staff which has the Staff account type to create a new staff without having to access the Panel Admin (of course, since that account type of that staff is not admin).

Add Time Spent at the Bottom of Each Staff’s Page of osTicket v1.6 RC5

Masino Sinaga — Sat, 05 Dec 2009 01:23:56 +0000

For those of you who have implemented the modification I made about: Add Auto Staff Time Sheet Feature into osTicket v1.6 RC5, then this following modification is for you. It has the relationship with that modification above. After you implemented the previous one, and then if you wanted to display the time spent of each your staff at the bottom of staff’s page, simply access from Admin Panel -> Staff -> Staff Members, then click one of the records on the list. This modification will add some information that useful to know, especially for admin or manager. They are: Total time spent on tickets, Average time spent per ticket, Time spent within the last 14 days, Time spent within the last 7 days, Time spent on yesterday, and then Time spent on today.

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

147
148

        tr>
    table>

then replace with this following code:

if ($_REQUEST['a']!='new') { ?> } ?>

147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207 208 209 210 211 212 213 214 215 216 217 218 219 220 221 222 223 224 225 226 227 228 229 230 231 232 233 234 235 236 237 238 239 240 241 242 243 244 245 246 247 248 249 250 251 252 253 254 255 256 257 258 259 260 261 262 263 264 265 266 267 268 269 270 271 272 273 274 275 276 277 278 279 280 281 282 283 284
Employee Rating
Time Spent on tickets
Total	$sql1 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_RESPONSE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).''; $sql2 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_NOTE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).''; $res1 = db_query($sql1); $res2 = db_query($sql2); $row1 = mysql_fetch_row($res1); $row2 = mysql_fetch_row($res2); $total_time = $row1[0] + $row2[0]; $total_tick = $row1[1] + $row2[1]; $total_time_format = Ticket::formatStaffTimeSheet($total_time); echo $total_time_format; ?>
Average Time per Ticket	$avg_time_per_ticket = round($total_time / $total_tick); $avg_time_per_ticket_format = Ticket::formatStaffTimeSheet($avg_time_per_ticket); echo $avg_time_per_ticket_format; ?>
Last 14 Days	$sql1 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_RESPONSE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 14 >= TIMESTAMPDIFF(DAY,created,NOW())'; $sql2 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_NOTE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 14 >= TIMESTAMPDIFF(DAY,created,NOW())'; $res1 = db_query($sql1); $res2 = db_query($sql2); $row1 = mysql_fetch_row($res1); $row2 = mysql_fetch_row($res2); $total_time = $row1[0] + $row2[0]; $total_tick = $row1[1] + $row2[1]; $total_time_format = Ticket::formatStaffTimeSheet($total_time); echo $total_time_format; ?>
Last 7 Days	$sql1 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_RESPONSE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 7 >= TIMESTAMPDIFF(DAY,created,NOW())'; $sql2 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_NOTE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 7 >= TIMESTAMPDIFF(DAY,created,NOW())'; $res1 = db_query($sql1); $res2 = db_query($sql2); $row1 = mysql_fetch_row($res1); $row2 = mysql_fetch_row($res2); $total_time = $row1[0] + $row2[0]; $total_tick = $row1[1] + $row2[1]; $total_time_format = Ticket::formatStaffTimeSheet($total_time); echo $total_time_format; ?>
Yesterday	$yday=strtotime("-1day"); $yesterday=date("Y-m-d", $yday); $sql1 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_RESPONSE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND created LIKE "'.$yesterday.'%"'; $sql2 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_NOTE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND created LIKE "'.$yesterday.'%"'; $res1 = db_query($sql1); $res2 = db_query($sql2); $row1 = mysql_fetch_row($res1); $row2 = mysql_fetch_row($res2); $total_time = $row1[0] + $row2[0]; $total_tick = $row1[1] + $row2[1]; $total_time_format = Ticket::formatStaffTimeSheet($total_time); echo $total_time_format; ?>
Today	$sql1 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_RESPONSE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 0 = TIMESTAMPDIFF(DAY,created,NOW())'; $sql2 = 'SELECT SUM( time_spent ), COUNT( time_spent ) FROM '.TICKET_NOTE_TABLE.' WHERE staff_id='.db_input($rep["staff_id"]).' AND 0 = TIMESTAMPDIFF(DAY,created,NOW())'; $res1 = db_query($sql1); $res2 = db_query($sql2); $row1 = mysql_fetch_row($res1); $row2 = mysql_fetch_row($res2); $total_time = $row1[0] + $row2[0]; $total_tick = $row1[1] + $row2[1]; $total_time_format = Ticket::formatStaffTimeSheet($total_time); echo $total_time_format; ?>

Enjoy the result!

Only The Assignee Staff or Admin Can Close and Reopen Ticket in osTicket v1.6 RC5

Masino Sinaga — Fri, 04 Dec 2009 03:17:27 +0000

This following modification will add a small feature to limit the ability for staff to close the opened ticket or to reopen the closed ticket in osTicket v1.6 RC5. Only the assignee staff or admin can close and reopen the ticket. It means that if the current ticket has not been assigned to any staff, then only admin can close that ticket. Since there is no staff_id information for the closed tickets, then the closed ticket handling is similar with the unassigned tickets. Thus, this rule will be automatically being applied to such tickets.

Open your \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;
    }
    //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:

    //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;
        }
    }

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.

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:

49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65
Help Topic:	* $errors['topicId']?>

then replace with this following code:

49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84
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

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

New Response Alert for All Department Members in osTicket v1.6 RC5

Masino Sinaga — Sat, 14 Nov 2009 01:36:30 +0000

This following modification is being intended to answer the question about the similar modification that asking about the title of this article. You may enable or disable this feature from admin panel. If you want your osTicket also send an alert to all department members when new response that being sent by staff comes to the system, then this following modification is for you!

First of all, you have to alter the ost_config table by adding a new field named note_alert_dept_members. You may use this SQL script from phpMyAdmin or your another MySQL tool. Please note that ost_ is the table name prefix. Adjust it by yourself in case it differs with yours:
```
ALTER TABLE ost_config 
ADD COLUMN `note_alert_dept_members` tinyint(1) default 0 NOT NULL;
```

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

435	$config['note_alert_dept_manager']?'checked':''?>> Department Manager (spammy)

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

436	$config['note_alert_dept_members']?'checked':''?>> Department Members (spammy)

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

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323
324

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

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

    // MOD Alert Dept Members on New Note, added by Masino Sinaga, November 14, 2009
    function alertDeptMembersONNewNote() {
        return $this->config['note_alert_dept_members']?true:false;
    }

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']))){

then replace with this following code:

        if($var['note_alert_active']
                && (!isset($var['note_alert_laststaff'])
                    && !isset($var['note_alert_assigned'])
                    && !isset($var['note_alert_dept_manager'])
		    && !isset($var['note_alert_dept_members']))){ // added by Masino Sinaga, Nov 14, 2009

Find again this code:

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

then replace with this following code:

536
537

            ',note_alert_dept_manager='.db_input(isset($var['note_alert_dept_manager'])?1:0).
            ',note_alert_dept_members='.db_input(isset($var['note_alert_dept_members'])?1:0).  // added by Masino Sinaga, Nov 14, 2009

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

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829

                        //Dept manager
                        if($cfg->alertDeptManagerONNewNote() && $dept)
                            $recipients[]=$dept->getManager();

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

                        //Dept members, added by Masino Sinaga, Nov 14, 2009
                        if($cfg->alertDeptMembersONNewNote() && $dept) {
                            $sql='SELECT staff_id FROM '.STAFF_TABLE.' WHERE onvacation=0 AND dept_id='.db_input($dept->getId());
                            if(($users=db_query($sql)) && db_num_rows($users)) {
                                while(list($id)=db_fetch_row($users))
                                    $recipients[]= new Staff($id);
                            }													
			}

That’s all. Hope it helps you.