Assign To Me Link

Rutter

Hi All,

Just got a quick question about the way tickets are assigned in the software.

I would like (as there are only a few technicians) for them to be able to take control of a ticket by simply clicking on a link.

I currently have the assigned to view telling me if a ticket is assigned, and says unassigned if nobody. I would like to make the 'unassigned' word a link for them to click on.

Any description of the assigning process would be a bonus!

Thanks Again

Chris

jpowers40828

In scp/tickets.php ~ line 41

After

}elseif($_REQUEST=='open') {

//TODO: Check perm here..

$page='newticket.inc.php';

}

//At this stage we know the access status. we can process the post.

ADD

if($_GET=="assign") {

$assign_message = "Ticket claimed by user ".$_GET;

if(!$thisuser->isadmin() && !$thisuser->isManager() && $thisuser->getId()!=$ticket->getStaffId() && !$thisuser->isStaff()){

$errors='Ticket already assigned. You do not have permission to re-assign assigned tickets';

}

if(!$errors && $ticket->assignStaff($_GET,$assign_message)){

$msg='Ticket Assigned to staff';

$ticket->reload();//Reload ticket info following post processing

}else{

$errors=$errors?$errors:'Unable to assign the ticket';

}

In include/staff/tickets.inc.php ~ line 383

Replace webPragmatist's code with

<?php if($row!="") echo $row;

else {

echo 'getId().'&assign_message='.$thisuser->getUsername().'">Claim Ticket'; } ?>

I also added a place in the ticket, so it could be done.

in include/staff/viewticket.inc.php ~ line 102 change

<td><?=$staff?Format:($staff->getName()):'- unassigned -'?></td>

<td><div style="float;"><?=$staff?Format:($staff->getName()):'- unassigned -'?></div>

<? if($thisuser->getId() != $ticket->getStaffId()) {?>

<div style="float: right;"><a href="tickets.php?id=<?=$id?>&action=assign&staff_id=<?=$thisuser->getId()?>&assign_message=<?=$thisuser->getUsername()?>">Claim Ticket</a></div>

<? }?>

</td>

Rutter

Thanks jpowers,

I will have a little play with this and see how we get on! :-)

Rutter

IanBrooks

Works great, and is just what I've been looking for! Thanks!

ivanof

Doesn't work for Staff?

Hello, I've tried it, and works great for Admin and Managers...

but for some reason, when a staff member tries to 'assign to himself' a ticket, it receives the 'Ticket already assigned. You do not have permission to re-assign assigned tickets' error message.

Any idea why?

I've then replaced '&& $thisuser->getId()!=$ticket->getStaffId()' by '&& !$thisuser->isStaff()' and now it works; but I'm not sure of the implications of this change, and why it doesn't work with your original code.

Thanks in advance for your support.

jpowers40828

I'm not sure about the ability for staff to assign tickets. I use the system in a very small it department, and everyone is admin. The part you changed was just checking if the ticket was already assigned to that person. What you added tells it to do send the error if the user is not a staff, else to assign the ticket. You may just want to have it be.

&& $thisuser->getId()!=$ticket->getStaffId() && !$thisuser->isStaff()

typer139

Cosmetic Update

Hey Guys..

I've made a slight visual update to where the "Claim Me" link was. Instead of having it appear next to the "Go" button, I've put it in red next to the Assigned (or unassigned) staff message. Just like it was next to the Go button, it will only appear if the ticket isn't assigned to you (the logged in person), and it will also refresh the page so that it's reflected immediately. I noticed that when I clicked it before, the 'unassigned' message would still appear until I did something else that refreshed the page. The one caveat to this is that, being a page refresh, if you've entered any comments (and haven't saved them) into the boxes below, the "Claim Me" refresh will wipe them out. I'm not sure how to get around that.. Enjoy! (and I hope it all works right for everyone)

Original Code in viewticket.inc.php

Assigned Staff:

<?=$staff?$staff->getName():'- unassigned -'?>

Last Response:

<?=Format:($ticket->getLastResponseDate())?>

Change Code to:

Assigned Staff:

<?=$staff?Format:($staff->getName()):'- unassigned -'?><? if($thisuser->getId() != $ticket->getStaffId()) {?>

&action=assign&staff_id=<?=$thisuser->getId()?>&assign_message=<?=$thisuser->getUsername()?>" onclick="window.location.reload( true );" style="color:#FF0000">Claim Ticket

<? }?>

Last Response:

<?=Format:($ticket->getLastResponseDate())?>

jpowers40828

Thanks for the improvement, I've reflected the new location in the my initial post, and changed my code as well so it would refresh by adding

$ticket->reload();

to tickets.php as part of the post process to fix the immediate reflection problem you noticed.

dajaes

Thanks for this mod! I really hope the next version will include most of the mods on this forum. They have addressed all the things I've thought could be better.

________

(Harley-Davidson Model JD)

Nyquest

Awesome mod, this goes hand in hand with web's mod and is exactly what I needed.

Thanks jpowers

muskoka mark

Great

Some of these mods are amazing I wish I could get some of them to work though.... I think it would be handy if people would paste the entire code of the edited file so that we can compare two files to determine where we are going wrong. I see a lot of people here faltering myself included.

jpowers40828

Were you able to get this on working? We don't paste the entire code because similar to mine, many people have done several mods and comparing would make it more confusing.

kurtfm

I'm not sure about the ability for staff to assign tickets. I use the system in a very small it department, and everyone is admin. The part you changed was just checking if the ticket was already assigned to that person. What you added tells it to do send the error if the user is not a staff, else to assign the ticket. You may just want to have it be.
&& $thisuser->getId()!=$ticket->getStaffId() && !$thisuser->isStaff()

Yep... make this change in scp/tickets.php

--//Admin, Dept manager (any) or current assigneee ONLY can reassign

-- if(!$thisuser->isadmin() && !$thisuser->isManager() && $thisuser->getId()!=$ticket->getStaffId())

++//Anyone who can manage tickets can reassign

++ if(!$thisuser->canManageTickets() && $thisuser->getId()!=$ticket->getStaffId())

jpowers40828

What version of osticket are you using?

jpastin

Perfect, exactly what I was looking for.

silke

Hi, this idea is really nice :)

In my OsTicket customization I have a button with "Refresh" option. I wish this option "Claim Ticket" would be a button instead a text, to get an unified image, but I don't know how to do that. I'm very embarrassed with this proposal, cause I now most of you are experts, but I am a beginner and any suggestion or help will be welcome. Best Regards

blind_mouse

scottro's firstname lastname version

Please dissreguard I figured out with some thinking ;)

recep

l will try this mod

Khris

In include/staff/tickets.inc.php ~ line 383
Replace webPragmatist's code with

I realize this is an old thread, however this is the only portion I am having problems finding. What portion of code should be replaced??

CobbCarl

Put this on tickets.php?

I implemented this into my 1.6 ST osTicket....however I can't quite figure out where to put the code to let users select "Claim Ticket" on the main ticket view window. "tickets.php". None of the code in the 'snippets' provided here looks familiar to what I have in place. I do have the mod installed for 'assigned staff' and 'closed by' in place. If no staff is assigned it does say 'unassigned'. Does anyone have this link active on 1.6 ST on the 'tickets.php', and if so can you provide some assistance to help me make this work? The mod is fantastic....getting it on the 'tickets.php' page will make it phenomenal!!!!!