Hi,

I made MOD for auto assigned ticket. If client or staff create a new ticket to a certain help topic, then the default staff who has been choosen before from Admin Panel, will be assigned to that ticket automatically.

I also made the MOD in Admin Panel, which will help you to manage which staff you can choose or edit/change/switch as a default staff for a certain auto-assigned help topic. This default staff will automatically be auto-assigned when ticket is being created by client or even by staff.

WARNING!!! Before doing this MOD, please follow my instruction at my #2 post below (scroll your mouse to the #2 post below)

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You can also easily delete one or some auto-assigned staff if no longer needed, and this will not remove the staff record from staff table.

Just FYI, you will find in some part of my code there are a lots of constants for language translation, because I implemented multi-languate in my osTicket. You can change that constants to the string based on the constant name or the original version of osTicket. Therefore, please be kind of this. ;)

Before doing this, please BACKUP ALL OF YOUR FILES as I am not responsible for any risk you will get further!

Okay. Let's getting started now.

First: Create new table named "ost_help_topic_auto_assign"

CREATE TABLE `ost_help_topic_auto_assign` (

`auto_assign_id` int(11) NOT NULL auto_increment,

`topic_id` int(11) NOT NULL,

`dept_id` int(11) NOT NULL,

`staff_id` int(10) NOT NULL,

`created` datetime NOT NULL default '0000-00-00 00',

`updated` datetime NOT NULL default '0000-00-00 00',

PRIMARY KEY (`auto_assign_id`)

) ENGINE=MyISAM AUTO_INCREMENT=1 DEFAULT CHARSET=latin1;

Second: Download the attachment file, extract the zip file, and put the .php files to the proper directory: \include\staff\. There are 2 files:

- topicautoassign.inc.php

- helptopicsautoassignlist.inc.php

Third: Time to play with code... :)

Open main.inc.php, FIND:

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

AFTER, ADD:

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

Open \scp\admin.php, FIND:

case 'groups':

$do=strtolower($_POST);

BEFORE, ADD:

case 'topicautoassign':

if($_POST) {

$staff_id = $_POST;

$cekstaff = db_query('SELECT staff_id FROM '.TOPIC_AUTO_ASSIGN_TABLE.'

WHERE staff_id='.$staff_id.' AND dept_id='.$_POST.'

AND topic_id='.$_POST.'');

$staffcount = db_num_rows($cekstaff);

if ($staffcount) {

$sql='UPDATE '.TOPIC_AUTO_ASSIGN_TABLE.' SET updated=NOW()';

} else {

$sql='INSERT INTO '.TOPIC_AUTO_ASSIGN_TABLE.' SET created=NOW(),'.

'staff_id='.$staff_id.','.

'dept_id='.$_POST.','.

'topic_id='.$_POST;

if(!db_query($sql) or !($autoassignid=db_insert_id())) {

$errors='Unable to insert auto-assign help topic';

}

$sql='DELETE FROM '.TOPIC_AUTO_ASSIGN_TABLE.' WHERE dept_id='.$_POST.'

AND topic_id='.$_POST.' AND staff_id <> '.$staff_id;

if(db_query($sql) && ($num=db_affected_rows())) {

$msg="$num ".S_A_OF." $count auto-assign help topic(s) deleted.";

} else {

$errors='Could not remove auto-assign help topic.';

}

header('Location: admin.php?t=helptopicsautoassignlist');

} else {

$errors='No auto-assign help topic selected!';

}

break;

case 'helptopicsautoassignlist':

$do=strtolower($_POST);

switch($do){

case 'mass_process':

if(!$_POST || !is_array($_POST)) {

$errors=S_A_YOU_MUST_SELECT_AT_LEAST_ONE_TOPIC;

}else{

$count=count($_POST);

$ids=implode(',',$_POST);

if($_POST){

$sql='DELETE FROM '.TOPIC_AUTO_ASSIGN_TABLE.' WHERE auto_assign_id IN ('.$ids.')';

if(db_query($sql) && ($num=db_affected_rows()))

$msg="$num ".S_A_OF." $count ".S_A_SELECTED_TOPICS_DELETED;

else

$errors=S_A_UNABLE_TO_DELETE_SELECTED_TOPICS;

}

break;

default:

$errors=S_A_UNKNOWN_TOPIC_ACTION;

}

break;

FIND:

case 'topics':

require_once(INCLUDE_DIR.'class.topic.php');

$topic=null;

$nav->setTabActive('topics');

$nav->addSubMenu(array('desc'=>'Help Topics','href'=>'admin.php?t=topics','iconclass'=>'helpTopics'));

$nav->addSubMenu(array('desc'=>'Add New Topic','href'=>'admin.php?t=topics&a=new','iconclass'=>'newHelpTopic'));

if(($id=$_REQUEST?$_REQUEST:$_POST) && is_numeric($id)) {

$topic= new Topic($id);

if(!$topic->load() && $topic->getId()==$id) {

$topic=null;

$errors='Unable to fetch info on topic #'.$id;

}

$page=($topic or ($_REQUEST=='new' && !$topicID))?'topic.inc.php':'helptopics.inc.php';

break;

REPLACE WITH:

case 'topics':

case 'topicautoassign':

case 'helptopicsautoassignlist':

require_once(INCLUDE_DIR.'class.topic.php');

$topic=null;

$nav->setTabActive('topics');

$nav->addSubMenu(array('desc'=>S_A_HELP_TOPICS,'href'=>'admin.php?t=topics','iconclass'=>'helpTopics'));

$nav->addSubMenu(array('desc'=>S_A_ADD_NEW_TOPIC,'href'=>'admin.php?t=topics&a=new','iconclass'=>'newHelpTopic'));

$nav->addSubMenu(array('desc'=>I_S_HELP_HELP_TOPIC_AUTO_ASSIGN,'href'=>'admin.php?t=helptopicsautoassignlist','iconclass'=>'helpTopics'));

switch(strtolower($_REQUEST)){

case 'topics':

default:

if(($id=$_REQUEST?$_REQUEST:$_POST) && is_numeric($id)) {

$topic= new Topic($id);

if(!$topic->load() && $topic->getId()==$id) {

$topic=null;

$errors=S_A_UNABLE_TO_FETCH_INFO_ON_TOPICNO.$id;

}

$page=($topic or ($_REQUEST=='new' && !$topicID))?'topic.inc.php':'helptopics.inc.php';

break;

case 'helptopicsautoassignlist':

$page='helptopicsautoassignlist.inc.php';

break;

case 'topicautoassign':

default:

if(($id=$_REQUEST?$_REQUEST:$_POST) && is_numeric($id)) {

$topic= new Topic($id);

if(!$topic->load() && $topic->getId()==$id) {

$topic=null;

$errors=S_A_UNABLE_TO_FETCH_INFO_ON_TOPICNO.$id;

}

$page=($topic or ($_REQUEST=='newedit' && !$topicID))?'topicautoassign.inc.php':'helptopicsautoassignlist.inc.php';

break;

}

break;

Open \include\staff\helptopics.inc.php, FIND:

<th>Help Topic</th>

<th>Status</th>

REPLACE WITH:

<th><?php echo (I_S_HELP_HELP_TOPIC); ?></th>

<th>Auto Assign</th>

<th><?php echo (I_S_HELP_STATUS); ?></th>

FIND:

<td><a href="admin.php?t=topics&id=<?=$row?>"><?=Format:(Format:($row,30))?></a></td>

REPLACE WITH:

<td><a href="admin.php?t=topics&id=<?php echo $row?>"><?php echo Format:(Format:($row,30))?></a></td>

<td><a href="admin.php?t=topicautoassign&a=newedit&topic_id=<?php echo $row ?>&dept_id=<?php echo $row; ?>">Add/Edit Auto Assign</a></td>

Open \include\class.ticket.php, FIND:

//Any error above is fatal.

if($errors) { return 0; }

AFTER, ADD:

$sqlstaff = db_query('SELECT staff_id FROM '.TOPIC_AUTO_ASSIGN_TABLE.' WHERE dept_id='.$deptId.' AND topic_id='.$topicId);

if (db_num_rows($sqlstaff)) {

while (list($staff_id)=db_fetch_row($sqlstaff)) {

$staffid = $staff_id;

}

That's all. I have tested this before, and it works good in mine.

Let me know your feedback. Thanks.

Best regards,

Masino Sinaga

[topicautoassign.inc.zip](https://forum.osticket.com/assets/files/migrated/e/34af52d3e64f65c42caa35f0d7e0925.zip)

[helptopicsautoassignlist.inc.zip](https://forum.osticket.com/assets/files/migrated/8/41789667ae1b76f62c639eeed3663e8.zip)