How to Change Color in Check Ticket Status Form in osTicket v1.6 RC5

Masino Sinaga — Mon, 16 Nov 2009 08:27:21 +0000

If you want to change the color on your check ticket status form in osTicket v1.6 RC5, then you may implement this following modification by editing the \styles\colors.css and \include\client\login.inc.php files. This modification also will answer the question in osTicket Discussion Forum that asking about this modification.

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

195	hr { border:none; border-bottom:1px solid #ccc; margin:10px 0 10px 0; }

after that line, please insert this following code:

.labelloginclient {
 color:blue;
}
.textloginclient {
 background:#999eee;
}

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

    
         
            E-Mail: $e?>">
            Ticket ID: $t?>">

then replace with this following code:

21
22
23
24
    
         
            E-Mail: $e?>" class="textloginclient">
            Ticket ID: $t?>" class="textloginclient">



If you want to change the form background color, then you may change the “#EEEEEE” value above become the other value. Hope it helps.



Password Needed to Activate A Ticket in osTicket v1.6 RC5
Masino Sinaga — Tue, 20 Oct 2009 02:45:15 +0000
The aim of the title of this article is to provide the additional prerequisite that is password when client obviously wanted to open a new ticket in osTicket System v1.6 RC5. I made this modification by adding a new field named password in ost_ticket table. After client open a new ticket, then osTicket will generate the new password and display a message that inform client about the password that has just been sent to the client’s email. The ticket will be set to ‘delay’ status at this moment, instead of set to ‘open’ status. This password then will be automatically being sent by osTicket to the client’s email including the URL contains of that password. Afterwards, client has to click on that URL link in order to activate the ticket (in this case, osTicket will change the ticket status from ‘delay’ become ‘open’). Therefore, staff will be able to see that ticket on the ticket list via staff-panel. 


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;



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>



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;
     }
  }
 
}
?>



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. 



Blank Page After Check Ticket Status from Index osTicket v1.6 RC5
Masino Sinaga — Sun, 18 Oct 2009 16:10:03 +0000
In osTicket v1.6 RC5, after you check the ticket status from index page, then you will get the blank page afterwards. This condition does not happen when you check the ticket status from the Ticket Status page by clicking on that menu link. Then, after comparing with osTicket v1.6 RC4, and in order to fix this problem, simply follow this little modification on index.php file. 
Open your index.php file that located on your osTicket root directory, and find this code:

45
  <form class="status_form" action="tickets.php" method="post">

then replace with this following code:

45
  <form class="status_form" action="login.php" method="post">

That’s all. Now everything is gonna be all right.



Display The Forgot Ticket Number List Including The Closed Status in osTicket v1.6 RC5
Masino Sinaga — Tue, 06 Oct 2009 12:25:25 +0000
For those of you who have implemented the modification I made for osTicket through this article: Add Forgot Ticket Number Feature into osTicket System v1.6 RC5 and need to display the forgot ticket number list including the ticket which have closed status, I made a modification regarding this. Please make sure that you have implemented that modification on that link above before doing this modification. 


Open forgotticket.php file, and find this code:

27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
  $sqle='SELECT email, ticketID, name FROM '.TICKET_TABLE.
      ' WHERE email='.db_input($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);

then replace with this following code:

27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
  $sqle='SELECT email, ticketID, name, status FROM '.TICKET_TABLE.
      ' WHERE email='.db_input($femail).'';
  $respe=db_query($sqle);
  $ticketNumber = '';
  $countRec = db_num_rows($respe);
 
  if ($countRec > 0) {
    $i = 1;
    $j = 1;
    $nameForgot = '';
    while (list($email,$ticketID,$name,$status) = db_fetch_row($respe)){
      if ($status=='open') {
        if ($i==1) {
          $ticketNumber .= $ticketID;
        } else {
          $ticketNumber .= ", ". $ticketID;	
        }
        $i++;
      } else { // closed status
        if ($j==1) {
          $ticketClosed .= $ticketID;
        } else {
          $ticketClosed .= ", ". $ticketID;
        }
        $j++;
      }
      $nameForgot = $name;  	  
    }
 
    $tplId=$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);
      $body = str_replace("%ticketclosed", $ticketClosed, $body);



Adjust the email template from your admin panel menu: Emails -> Templates:
from:
Subject = Forgot Ticket Number

Message Body = %name,
This is the list of your tickets:

%ticketlist
Admin
become:
Subject = Forgot Ticket Number

Message Body = %name,
This is the list of your opened tickets:

%ticketlist
This is the list of your closed tickets:

%ticketclosed
Admin


Hopefully this is helpful.

Open Script Solution» status

How to Change Color in Check Ticket Status Form in osTicket v1.6 RC5

Password Needed to Activate A Ticket in osTicket v1.6 RC5

Blank Page After Check Ticket Status from Index osTicket v1.6 RC5

Display The Forgot Ticket Number List Including The Closed Status in osTicket v1.6 RC5