osTicket (v1.15.4)

Is there any feature to route emails to different departments based on date & time?

Thanks

  • Here is a very basic proof of concept plugin, hard-coded to allow 3 time periods.

    You set the time ranges and the department to be set upon ticket creation, there is some very basic validation on the times but this could definitely be improved and warn about overlaps etc.

    Note this is based on the server time which may not match yours.


    autodept.zip
    2kB

I presume you mean based on the date & time a ticket is created, eg between 8am and 6pm assigned to "Day Dept" and between 6pm and 8am assign to "Night Dept"?

This could be achieved fairly simply with a custom plugin.

I'm not aware of an existing plugin, if I get time later I'll make a basic proof on concept plugin.

Here is a very basic proof of concept plugin, hard-coded to allow 3 time periods.

You set the time ranges and the department to be set upon ticket creation, there is some very basic validation on the times but this could definitely be improved and warn about overlaps etc.

Note this is based on the server time which may not match yours.


autodept.zip
2kB

You're welcome 🙂

Was fun little challenge to kill some time, deff some improvements that could be made but shows what can be done.

Is there any docs or examples you can show on how you built that? That appears to be awesome, and something I'd like to look at.

    nerdyviking88 I've mostly learned from looking at other plugins, plus some information from the links below:

    Plugin Development Introduction - https://github[dot]com/poctob/OSTEquipmentPlugin/wiki/Plugin-Development-Introduction
    Awesome osTicket - https://github[dot]com/clonemeagain/awesome-osticket

    If you get stuck post on the forums and someone may be able to help out 🙂

      9 months later

      Hello All,
      Sorry to pump up this post again, but I have tried this plugin and after installation I am getting this error in apache error.log "PHP Fatal error: Declaration of AutoDeptPlugin::uninstall() must be compatible with Plugin::uninstall(&$errors) in /var/www/html/osTicket/upload/include/plugins/autodept/autodept.php on line 68"
      Os version: Ubuntu 22.04
      PHP version: 8.0.28
      OsTicket version: v1.16.1 (b42ddc7)
      MySQL version: 10.6.12

        kmahgoub

        PHP 8 is pretty strict now. The referenced resources above are likely outdated and do not fit the new PHP standards. You’ll have to modify your code to make PHP happy.

        Cheers.

            Thanks a lot for the fast response KevinTheJedi
            Is there any way in osTicket system to get time based routing other than using this plugin?
            Is there any hints or resources to modify the code to match the new PHP version checks/requirements? (I know it is off-topic, but any help will be very much appreciated)

                I ran out of time / forgot on Friday 🙂

                Updated version attached which from my very quick tests is now working in 1.17.x

                Didn't think anyone was actually using it, was meant more of a proof of concept.

                autodept-02.zip
                4kB

                  AdamDempsey
                  Dear Adam. i would like to thank you for great job that you are doing.
                  unfortunately the plugin applied successfully this time but once enabled i faced below error

                  PHP Fatal error: Uncaught Error: Call to undefined method AutoDeptPlugin::getInstances() in /var/www/html/osTicket/upload/include/plugins/autodept/autodept.php:18\nStack trace:\n#0 /var/www/html/osTicket/upload/include/plugins/autodept/autodept.php(33): AutoDeptPlugin->getPluginInstance()\n#1 /var/www/html/osTicket/upload/include/class.plugin.php(147): AutoDeptPlugin->bootstrap()\n#2 /var/www/html/osTicket/upload/include/class.osticket.php(643): PluginManager->bootstrap()\n#3 /var/www/html/osTicket/upload/main.inc.php(33): osTicket::start()\n#4 /var/www/html/osTicket/upload/scp/staff.inc.php(20): require_once('...')\n#5 /var/www/html/osTicket/upload/scp/admin.inc.php(16): require_once('...')\n#6 /var/www/html/osTicket/upload/scp/plugins.php(2): require('...')\n#7 {main}\n thrown in /var/www/html/osTicket/upload/include/plugins/autodept/autodept.php

                  so please if you can support it will be appreciated.

                  thanks again for your time and the great job

                      haithamramadan This this version, whilst updating it to support 1.17.x it broke support for older versions that didn't have Plugin Instances.

                      autodept-021.zip
                      4kB

                          AdamDempsey
                          Thanks a lot Adam for the great job. now it works on my current Os ticket version and also kept previous one in case i upgraded my current version.
                          you are the one. thanks a lot again for your effort, time and support