[MOD] Show "Assigned To" in Ticket View: Page 2

[MOD] Show "Assigned To" in Ticket View

spances

yes, i follow the idea from:

For you guys who is having problems regarding seeing: "Not Assigned To" you need to comment away the original query on row: 171.
/* RS: Removed
$qselect = 'SELECT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,email,dept_name '.
',status,source,isoverdue,ticket.created,pri.* ';
$qfrom=' FROM '.TICKET_TABLE.' ticket LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id '.
' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON ticket.priority_id=pri.priority_id '.
' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW() ';
*

dajaes

Thanks for a great mod. Worked perfectly first time. Hopefully this will be included in the next version.

________

(RC111)

v100

Mis-posted...sorry

Nyquest

I know this is a bit late of a response, but for anyone having problems with the getting 'Not Assigned' Listing, I'll clarify what Stendum already said, as it is the proper fix.

In Web's addition you'll see:

/include/staff/tickets.inc.php (line 157)
$pagelimit=$pagelimit?$pagelimit; //true default...if all fails.
$page=($_GET && is_numeric($_GET))?$_GET;
// *** Edited by webPragmatist
$qselect = 'SELECT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,ticket.email,dept_name,staff.username '.
',status,source,isoverdue,ticket.created,pri.* ';
$qfrom=' FROM '.TICKET_TABLE.' ticket LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id '.
' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON ticket.priority_id=pri.priority_id '.
' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW() '.
' LEFT JOIN '.STAFF_TABLE.' staff ON ticket.staff_id=staff.staff_id';
// *** End edit by webPragmatist

If you look directly below this, the next lines should be something like:

$qselect = 'SELECT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,email,dept_name '.

',status,source,isoverdue,ticket.created,pri.* ';

$qfrom=' FROM '.TICKET_TABLE.' ticket LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id '.

' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON ticket.priority_id=pri.priority_id '.

' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW() ';

These lines need to be commented out. To comment them out you replace them with what Stendum said, shown here:

/* RS: Removed $qselect = 'SELECT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,email,dept_name '. ',status,source,isoverdue,ticket.created,pri.* '; $qfrom=' FROM '.TICKET_TABLE.' ticket LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id '. ' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON ticket.priority_id=pri.priority_id '. ' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW() ';
*

After adding Stendums fix, Web's code worked great for me!

Regards,

kiwifan

there is a typo

/include/staff/tickets.inc.php (line 140)
...........
'ticketID','pri'=>'priority_urgency','dept'=>'dept _name','ass'=>'username');

should be

'ticketID','pri'=>'priority_urgency','dept'=>'dept_name','ass'=>'username');

ahs10

correction

in the last part of your instructions for /include/staff/tickets.inc.php (line 140), you need to comment out the old $sortOptions array, otherwise it won't sort correctly. the code should look like this instead....

endif;

//I admit this crap sucks...but who cares??

// Addition by webPragmatist

$sortOptions=array('date'=>'ticket.created','ID'=> 'ticketID','pri'=>'priority_urgency','dept'=>'dept _name','ass'=>'username');

// End addition by webPragmatist

//$sortOptions=array('date'=>'ticket.created','ID'=>'ticketID','pri'=>'priority_urgency','dept'=>'dept_name');

wyotriumphrider

Great mod!

I have but one small problem, now...ticket assignments do not show in completed tickets...

They ALL show unassigned in closed ticket view...

Thanks, and great work!

craigreilly

That is a function of the code.

around line 330 of class.ticket.php I removed

staff_id=0,

and now my assigned staff remain when a ticket is closed.

wyotriumphrider

Craig,

I deleted the cited text. My php looks like this now, but the closed tickets all still show not assigned...

Did I screw something up?

//Close the ticket

function close(){

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',isoverdue=0,updated=NOW(),closed=NOW() '.

' WHERE ticket_id='.db_input($this->getId());

return (db_query($sql) && db_affected_rows())?true;

Thanks for the assist!

wyotriumphrider

I am a bonehead, Craig...

Your script deletion indeed did the trick. All newly closed tickets are showing the assignee, though those closed prior to this mod are still showing "not assigned".

I'll take it, though!!

Thanks!

craigreilly

Luckily I caught this early and only had 15 tickets in the system. There were only 2 staffers responding so I knew who worked on what and updated the table accordingly.

Glad I could help...

alexjhart

webPragmatist

webPragmatist,

do you plan on updating your original post to include the recent fixes?

alexjhart

should be
'ticketID','pri'=>'priority_urgency','dept'=>'dept_name','ass'=>'username');

I was having trouble seeing the difference at first. The problem above is the space between dept and _name in 'dept _name'.

Thanks kiwifan

tompangborn

First, thank you WebPragmatist very useful modification. I finally got it working correctly. Sorting was giving me fits until I found the space in the typo posted by Kiwifan, it's all good now and I can't believe I got through my first modification w/o getting beat up very much.

Thank you all!

Tom

MPGehrisch

Thanks for a great MOD! It will make it much easier for us to keep track of our support tickets. Works like a charm!

-MG

talen7

pri error.

After making all the changes (typo and commenting out old sort string and old query) i receive the following in the Admin Dashboard:

Not unique table/alias: 'pri'

Ideas?

jrex

After making all the changes (typo and commenting out old sort string and old query) i receive the following in the Admin Dashboard:
Ideas?

I got the same thing this morning. After I made changes to the original mod in tickets.inc.php to comment (//) out the following lines it worked.

// *** Edited by webPragmatist

$qselect = 'SELECT DISTINCT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,ticket.email,dept_name,staff.username '.

',ticket.status,ticket.source,isoverdue,isanswered,ticket.created,pri.* ,count(attach.attach_id) as attachments';

$qfrom=' FROM '.TICKET_TABLE.' ticket LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id '.

// ' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON ticket.priority_id=pri.priority_id '.

// ' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW() '.

' LEFT JOIN '.STAFF_TABLE.' staff ON ticket.staff_id=staff.staff_id';

// *** End edit by webPragmatist

scottro

Has anyone gotten this to work with recent editions of osTickets? I've tried all the different edits as well and have had no success. Either all the tickets show unassigned or I get no tickets to show up at all (even though it shows that we have open tickets up above).

scottro

Ok, with some further testing I got everything working.

The following is what I have for all of my entries. I will include one line prior to the code so you can search for where to enter it.

All entries are in include/staff/tickets.inc.php

~Line 171

//I admit this crap sucks...but who cares??

// Addition by webPragmatist

$sortOptions=array('date'=>'ticket.created','ID'=> 'ticketID','pri'=>'priority_urgency','dept'=>'dept _name','ass'=>'firstname');

// End addition by webPragmatist

//$sortOptions=array('date'=>'ticket.created','ID'=>'ticketID','pri'=>'priority_urgency','dept'=>'dept_name');

~Line 198

$pagelimit=$pagelimit?$pagelimit; //true default...if all fails.

$page=($_GET && is_numeric($_GET))?$_GET;

// *** Edited by webPragmatist

$qselect = 'SELECT DISTINCT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,ticket.email,dept_name,staff.firstname,staff.lastname '.

',ticket.status,ticket.source,isoverdue,ticket.created,pri.*,count(attach.attach_id) as attachments ';

$qfrom=' FROM '.TICKET_TABLE.' ticket LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id '.

// ' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON ticket.priority_id=pri.priority_id '.

// ' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW() '.

' LEFT JOIN '.STAFF_TABLE.' staff ON ticket.staff_id=staff.staff_id';

// *** End edit by webPragmatist

/*

$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 ';

$qfrom=' FROM '.TICKET_TABLE.' ticket '.

' LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id ';

*

~Line 392

<a href="tickets.php?sort=dept&order=<?=$negorder?><?=$qstr?>" title="Sort By Category <?=$negorder?>">Department</a></th>

Addition by webPragmatist

<th width="150" ><a href="tickets.php?sort=ass&order=<?=$negorder?><?=$qstr?>" title="Sort By Assignee <?=$negorder?>">Assigned To</a></th>

End addition by webPragmatist

~Line 435

<td nowrap><?=Format:($row,30)?></td>

Addition by webPragmatist

<td nowrap><?=($row) ? $row : ' ';?> <?=($row) ? $row : '';?></td>

End addition by webPragmatist

You may notice that my entries have firstname and lastname instead of username as I wanted to have the full name show up of the person thats been assigned to it instead of just a username.

Please let me know if you have any issues with any of this.

Thanks

talen7

I just tried this and am getting the following error:

You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '\

ame ,ticket.status,ticket.source,isoverdue,ticket.created,pri.*,count(attach.a' at line 1

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