[MOD] The Newest Post Always at The Top of Ticket Thread

masino_sinaga

Hi everyone,

Current condition: The newest post always at the bottom of the ticket thread.

What will this MOD do?: The newest post now always at the top of the ticket thread.

Here is the screenshot for this current MOD:

blank

IMPORTANT FOR YOU

Since I made this MOD based on my another MOD here:

http://www.osticket.com/forums/showthread.php?t=2069(http://www.osticket.com/forums/showthread.php?t=2069)

then you have to apply that MOD above (t=2069) before doing this new MOD below. So, once again, make sure you have already applied MOD t=2069.

Please note that implementing my MOD at topic number 2069 above will make you easier to implement the current MOD in this topic. You only need to make a small change by replacing once.

Besides that, you can add post message number, sender name, and time-duration, also, you can compare the different between this MOD (the newest post at top) and the MOD at topic number 2069 (the newest post at bottom).

Let's do it, shall we? ;)

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

<div align="left">

<a class="Icon thread" href="#" onClick="toggleLayer('ticketthread'); return false;"><?php echo (I_S_V_TICKET_THREAD); ?></a>

<div id="ticketthread">

<?php

//get messages

$sql='SELECT msg.msg_id,msg.created,msg.message,count(attach_id) as attachments FROM '.TICKET_MESSAGE_TABLE.' msg '.

' LEFT JOIN '.TICKET_ATTACHMENT_TABLE." attach ON msg.ticket_id=attach.ticket_id AND msg.msg_id=attach.ref_id AND ref_type='M' ".

' WHERE msg.ticket_id='.db_input($id).

' GROUP BY msg.msg_id ORDER BY created';

$msgres =db_query($sql);

$i=1;

while ($msg_row = db_fetch_array($msgres)) {

if ($i!=1) {

$dateend = $msg_row;

} else if ($i==1) {

$datebegin = $msg_row;

$firstdate = $datebegin;

$dateend = $msg_row;

}

$lastdate = $dateend;

$datediff = new Duration($datebegin,$dateend);

$resultdiff=$datediff->Duration($datebegin,$dateend);

$datebegin = $dateend;

?>

<table align="center" class="message" cellspacing="0" cellpadding="1" width="100%" border=0>

<tr><th><?php echo "(#".$i.") "; echo Format:($msg_row); echo " - ".Format:($ticket->getName()); ?></th>

</tr>

<?php if($msg_row>0){ ?>

<tr class="header"><td><?php echo $ticket->getAttachmentStr($msg_row,'M')?></td></tr>

<?php }?>

<tr><td>

<?php echo Format:($msg_row); ?>

</td></tr>

<tr class="header"><td align="right"><?php echo "Duration: ".$resultdiff."<br />"; ?></td></tr>

</table>

<?php

//get answers for messages

$sql='SELECT resp.*,count(attach_id) as attachments FROM '.TICKET_RESPONSE_TABLE.' resp '.

' LEFT JOIN '.TICKET_ATTACHMENT_TABLE." attach ON resp.ticket_id=attach.ticket_id AND resp.response_id=attach.ref_id AND ref_type='R' ".

' WHERE msg_id='.db_input($msg_row).' AND resp.ticket_id='.db_input($id).

' GROUP BY resp.response_id ORDER BY created';

$resp =db_query($sql);

$j=1;

while ($resp_row = db_fetch_array($resp)) {

$i++;

$respID=$resp_row;

$dateend = $resp_row;

$lastdate = $dateend;

$datediff = new Duration($datebegin,$dateend);

$resultdiff=$datediff->Duration($datebegin,$dateend);

?>

<table align="center" class="response" cellspacing="0" cellpadding="1" width="100%" border=0>

<tr><th><?php echo "(#".$i.") "; echo Format:($resp_row)?> - <?php echo $resp_row?></th>

</tr>

<?php if($resp_row>0){ ?>

<tr class="header">

<td><?php echo $ticket->getAttachmentStr($respID,'R')?></td></tr>

<?php }?>

<tr><td><?php echo Format:($resp_row); ?></td></tr>

<tr class="header"><td align="right"><?php echo "Duration: ".$resultdiff."<br />"; ?></td></tr>

</table>

<?php

$datebegin = $dateend;

$j++;

}

$msgid =$msg_row;

$i++;

}

$datediff = new Duration($firstdate,$lastdate);

$resultdiff=$datediff->Duration($firstdate,$lastdate);

?>

</div>

<?php

$totalpost = $i-1;

if ($ticket->getStatus()=='open') {

echo "<div align='right'><br /><b>Total: ".$totalpost." post(s), Duration: ".$resultdiff."</b></div>";

$lastdate = date("Y-m-d H"); //userdate(); //date("Y-m-d H");

$datediff = new Duration($firstdate,$lastdate);

$resultdiff=$datediff->Duration($firstdate,$lastdate);

echo "<div align='right'><br /><b>Ticket still opened, Total Duration: ".$resultdiff."</b></div>";

} else {

echo "<div align='right'><br /><b>Total: ".$totalpost." post(s), Duration: ".$resultdiff."</b></div>";

}

?>

REPLACE WITH:

(see my next post below... to be continued... because of this forum has a limitation characters for one post)

Best regards,

Masino Sinaga

masino_sinaga

... continued from the previous post above ...

REPLACE WITH:

<div align="left">

<a class="Icon thread" href="#" onClick="toggleLayer('ticketthread'); return false;"><?php echo (I_S_V_TICKET_THREAD); ?></a>

<div id="ticketthread">

<?php

//get answers for messages

$sql='SELECT resp.*,count(attach_id) as attachments FROM '.TICKET_RESPONSE_TABLE.' resp '.

' LEFT JOIN '.TICKET_ATTACHMENT_TABLE." attach ON resp.ticket_id=attach.ticket_id AND resp.response_id=attach.ref_id AND ref_type='R' ".

' WHERE resp.ticket_id='.db_input($id).

' GROUP BY resp.response_id ORDER BY created DESC';

$resp =db_query($sql);

$i=1;

while ($resp_row = db_fetch_array($resp)) {

if ($i==1) {

$dateend = date("Y-m-d H");

$datebegin = $resp_row;

$lastdate = $datebegin;

} else if ($i!=2) {

$datebegin = $resp_row;

}

$datediff = new Duration($datebegin,$dateend);

$resultdiff=$datediff->Duration($datebegin,$dateend);

$dateend = $datebegin;

?>

<table align="center" class="response" cellspacing="0" cellpadding="1" width="100%" border=0>

<tr><th><?php echo "(#".$i.") "; echo Format:($resp_row)?> - <?php echo $resp_row?></th>

</tr>

<?php if($resp_row>0){ ?>

<tr class="header">

<td><?php echo $ticket->getAttachmentStr($respID,'R')?></td></tr>

<?php }?>

<tr><td><?php echo Format:($resp_row); ?></td></tr>

<tr class="header"><td align="right"><?php echo "Duration: ".$resultdiff."<br />"; ?></td></tr>

</table>

<?php

//get messages

$sql='SELECT msg.msg_id,msg.created,msg.message,count(attach_id) as attachments FROM '.TICKET_MESSAGE_TABLE.' msg '.

' LEFT JOIN '.TICKET_ATTACHMENT_TABLE." attach ON msg.ticket_id=attach.ticket_id AND msg.msg_id=attach.ref_id AND ref_type='M' ".

' WHERE msg_id='.db_input($resp_row).' AND msg.ticket_id='.db_input($id).

' GROUP BY msg.msg_id ORDER BY created DESC';

$msgres =db_query($sql);

while ($msg_row = db_fetch_array($msgres)) {

$i++;

$dateend = $msg_row;

$firstdate = $dateend;

$datediff = new Duration($dateend,$datebegin);

$resultdiff2=$datediff->Duration($dateend,$datebegin);

?>

<table align="center" class="message" cellspacing="0" cellpadding="1" width="100%" border=0>

<tr><th><?php echo "(#".$i.") "; echo Format:($msg_row); echo " - ".Format:($ticket->getName()); ?></th>

</tr>

<?php if($msg_row>0){ ?>

<tr class="header"><td><?php echo $ticket->getAttachmentStr($msg_row,'M')?></td></tr>

<?php }?>

<tr><td>

<?php echo Format:($msg_row); ?>

</td></tr>

<tr class="header"><td align="right"><?php echo "Duration: ".$resultdiff2."<br />"; ?></td></tr>

</table>

<?php

}

$msgid =$msg_row;

$i++;

$datebegin = $dateend;

}

	  if ($i==1) {  // in case: only one message from client!!!
    //get messages from client
    $sql='SELECT msg.msg_id,msg.created,msg.message,count(attach_id) as attachments FROM '.TICKET_MESSAGE_TABLE.' msg '.
         ' LEFT JOIN '.TICKET_ATTACHMENT_TABLE." attach ON  msg.ticket_id=attach.ticket_id AND msg.msg_id=attach.ref_id AND ref_type='M' ".
         ' WHERE msg.ticket_id='.db_input($id).
         ' GROUP BY msg.msg_id ORDER BY created DESC'; 
    $msgres =db_query($sql);
    while ($msg_row = db_fetch_array($msgres)) {  
      
    if ($i==1) { 
      $dateend = date("Y-m-d H");
      $datebegin = $resp_row;
      $firstdate = $datebegin;
    } else if ($i!=1) {
      $datebegin = $resp_row;
      $firstdate = $datebegin;
    }
    $lastdate = $dateend;
    $datediff = new Duration($datebegin,$dateend);
    $resultdiff=$datediff->Duration($datebegin,$dateend);
    $dateend = $dateend;        					
    ?>
      <table align="center" class="message" cellspacing="0" cellpadding="1" width="100%" border=0>
        <tr><th><?php echo "(#".$i.") "; echo Format:($msg_row); echo " - ".Format:($ticket->getName()); ?></th>
        </tr>
        <?php if($msg_row>0){ ?>
        <tr class="header"><td><?php echo $ticket->getAttachmentStr($msg_row,'M')?></td></tr> 
        <?php }?>
        <tr><td>
        <?php echo Format:($msg_row); ?>
        </td></tr>
        <tr class="header"><td align="right"><?php echo "Duration: ".$resultdiff."<br />";	?></td></tr>
      </table>
    <?php
      $i++;
    }
  }
	  $datediff = new Duration($firstdate,$lastdate);
  $resultdiff=$datediff->Duration($firstdate,$lastdate);	
  ?>
  </div>
</div>
<?php 
  $totalpost = $i-1;
  if ($ticket->getStatus()=='open') {
    echo "<div align='right'><br /><b>Total: ".$totalpost." post(s), Duration: ".$resultdiff."</b></div>";
    $lastdate = date("Y-m-d H"); //userdate(); //date("Y-m-d H");
    $datediff = new Duration($firstdate,$lastdate);
    $resultdiff=$datediff->Duration($firstdate,$lastdate);	
    echo "<div align='right'><br /><b>Ticket still opened, Total Duration: ".$resultdiff."</b></div>";
  } else {
    echo "<div align='right'><br /><b>Total: ".$totalpost." post(s), Duration: ".$resultdiff."</b></div>";
  }

?>

Best regards,

Masino Sinaga

masino_sinaga

It has some limitations ...

Hi again,

Here is the limitations we have (hope you can fix this):

1) The post message number 1 still started from the newest/top post, and so on, until the bigest post number at the first post at the bottom of ticket thread. It means that, the bigest post number still always at the bottom, and the smallest post number still always at the top of the ticket thread. Do you think it should be started with the number 4 at the top for the example case above (see screenshot at my previous post)? :

2) The time-duration on the first post was derived by calculating the time difference between the date/time when the page beeing accessed and the date/time belongs to the newest/latest post. Why? It's because we are using loop twice here; first loop: by checking post from the ticket response table, and the second loop: inside this loop, we are also checking post from the ticket message table. So, at the first/newest post we found in the first loop block, we can only calculate the time difference with the current date/time, since we still don't get the second post from the second loop block at that moment.

3) The time-duration on the other post(s) was/were derived by calculating the time difference between the current post and the previous post, then the result will be the put on the previous post. The reason for this has the relationship reason with the limitation number 2 above.

However, you can compare the point number 2 and 3 with my MOD at the topic number 2069 (about the newest post at bottom).

If you can do some enhancements for those limitations and or if you have any feedback regarding this, please do not hesitate to post your code by replying to this topic.

Thank you and cheers!

Best regards,

Masino Sinaga

gulickbd

Masino

Thanks for your hard work on this!

I have a bug. Once the code is copied, any existing tickets work fine but staff can not reply to a new ticket. I get an "unable to post reply" error.

Also, In answer to your question #1 above. I would think the logic would be to keep the #1 with the first post etc. So that the top (newest) post would have the last number in the sequence, not the first.

Thanks again!

Steve

masino_sinaga

Uuupss...

Hi Steve,

Thanks for your feedback. I'll check the code again and I will post the result later. :

Should you fix the problem before me, please do not hesitate to post it here. Thanks.

Best regards,

Masino Sinaga

rogden21

Combine Internal Notes and Message Thread

Is there a way to combine the internal notes and message thread as one thread sorted by the date it was inputed?

masino_sinaga

Is there a way to combine the internal notes and message thread as one thread sorted by the date it was inputed?

Since internal notes is for internal purpose only, I am afraid this should be separated with ticket thread. Besides that, internal notes never visible for client.

Best regards,

Masino Sinaga

masino_sinaga

Fix it

Hi Steve,

Here is the solution to fix "unable to post reply":

From the last modification, FIND:

<?php

}

$msgid =$msg_row;

$i++;

$datebegin = $dateend;

}

REPLACE WITH:

<?php

$msgid =$msg_row;

}

$i++;

$datebegin = $dateend;

}

Actually, I found so many limitations if we implement the newest post on top of thread ticket.

Some of them are:

- For ticket that made by staff, you will find the order is not good ;)

- If staff reply more than once continuously without giving chance to client to reply, you will find something wrong

- etc...

Sorry for this, I don't have much time to investigate the causes.

Best regards,

Masino Sinaga

Jules_Verne

Since internal notes is for internal purpose only, I am afraid this should be separated with ticket thread. Besides that, internal notes never visible for client.

This is a problem for me: for internal users, I need the internal and external notes to be visible in the same list in chronological order - it is a problem having to scroll up and down the ticket record to check whether any internal notes relate to the external notes etc etc.

As you say, the internal notes are not visible to clients, so why is it a problem to do this? Thanks very much.

Jules_Verne

Since internal notes is for internal purpose only, I am afraid this should be separated with ticket thread. Besides that, internal notes never visible for client.

Thanks for your help

jph

OK, this is a really old thread, but this is the exact topic, so i will mention what I was able to hack together.

To understand the "ticketthread" you have to realize that basically "messages" are from the customer, and "responses" are from the staff.

The default way that the thread is displayed is:

Message 1

-response 1a

-response 1b

-response 1c

Message 2

- response 2a

Message 3

-Response 3a

...etc. The responses are tied to the messages, and the normal code shows a nested loop like this:

for each "Message" in the ticket...

1 show the message

2 get any "responses" for this message

3 loop through and show each response

go back and see if there are more "messages" in this ticket, and if so increment and repeat.

So, to make the messages and responses stay together, and to show them in DESCENDING order (by date/time) you not only have to change the sql request (to get the "messages" in the reverse order, and to get the "responses" in the reverse order) you also have to change the whole logic of the looping, so "responses" actually get listed BEFORE their "messages".

We want:

-response 3a

Message 3

-response 2a

Message 2

-response 1c

-response 1b

-response 1a

Message 1

I have an example that I tested a little and seems to work fine. Will post in next message.

jph

Here is an example of the ticketthread where all messages and responses are shown in "newest-at-the-top" order. ...I think... i mean it seemed to work for me, but it may have been a fluke. You probably shouldn't trust anything I say or do.

<div id="ticketthread">

<?

//get messages

$sql='SELECT msg.msg_id,msg.created,msg.message,count(attach_id) as attachments FROM '.TICKET_MESSAGE_TABLE.' msg '.

' LEFT JOIN '.TICKET_ATTACHMENT_TABLE." attach ON msg.ticket_id=attach.ticket_id AND msg.msg_id=attach.ref_id AND ref_type='M' ".

' WHERE msg.ticket_id='.db_input($id).

' GROUP BY msg.msg_id ORDER BY created DESC';

$msgres =db_query($sql);

$msgid =0 - 999;

while ($msg_row = db_fetch_array($msgres)) {?>

<?//get answers for messages

$sql='SELECT resp.*,count(attach_id) as attachments FROM '.TICKET_RESPONSE_TABLE.' resp '.

' LEFT JOIN '.TICKET_ATTACHMENT_TABLE." attach ON resp.ticket_id=attach.ticket_id AND resp.response_id=attach.ref_id AND ref_type='R' ".

' WHERE msg_id='.db_input($msg_row).' AND resp.ticket_id='.db_input($id).

' GROUP BY resp.response_id ORDER BY created DESC';

$resp =db_query($sql);

while ($resp_row = db_fetch_array($resp)) {?>

<?$respID=$resp_row;?>

<table align="center" class="response" cellspacing="0" cellpadding="1" width="100%" border=0>

<tr><th><?=Format:($resp_row)?> - <?=$resp_row?></th></tr>

<?if($resp_row>0){?>

<tr class="header"><td><?=$ticket->getAttachmentStr($respID,'R')?></td></tr>

<?}?>

</table>

<?=Format:($resp_row)?>

<?}?>

<table align="center" class="message" cellspacing="0" cellpadding="1" width="100%" border=0>

<tr><th><?=Format:($msg_row)?></th></tr>

<?if($msg_row>0){ ?>

<tr class="header"><td><?=$ticket->getAttachmentStr($msg_row,'M')?></td></tr>

<?}?>

</table>

<?=Format:($msg_row)?>

<?if ($msgid < 0) {

$msgid =$msg_row; //save this for using on future "replies", it identifies the "newest" message.

}?>

<?}?>

</div>

brianv

as mentioned before

"The post message number 1 still started from the newest/top post, and so on, until the bigest post number at the first post at the bottom of ticket thread. It means that, the bigest post number still always at the bottom, and the smallest post number still always at the top of the ticket thread. Do you think it should be started with the number 4 at the top for the example case above (see screenshot at my previous post)?"

If possible, how can we change this?