Respond on assignment

scottro

Hey all,

We are looking for a mod so that emails will be sent to the customer when they are assigned a ticket. This way we can turn off the autoresponders the customers get and therefore will stop all our outscatter from all the spam that gets through. All of our tickets get assigned though so once the ticket gets assigned we would like a simple email to go out saying that we have received it, etc.

Any ideas on this?

thanks!

scottro

Still looking for some assistance here, haven't been able to come up with anything yet.

Thanks.

peter

Scott,

It shouldn't be too difficult to add such a feature. You can simply move the autoresponse code into a function and call it on assignment. Better yet, add an option to admin cp to make it configurable.

scottro

Peter,

I've got nearly everything in place for this, however, the only thing I can't seem to find is where the email template is actually told to send. I've tried looking at the "New Message" template and see how that is told to send but I don't see anything. Any hints? Should be able to test and post this mod after that.

scottro

Still unable to find that last bit but perhaps someone can help.

Here's what I've got so far...

I think the answer *MAY* be somewhere in this first entry.

include/class.ticket.php

//If enabled...send confirmation to user. ( Assigned AutoResponse )

if($autorespond && $cfg->autoRespONAssignment()){

$sql='SELECT ticket_assigned_subj,ticket_assigned_body FROM '.EMAIL_TEMPLATE_TABLE.

' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId);

if(($resp=db_query($sql)) && db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){

$body=$this->replaceTemplateVars($body);

$subj=$this->replaceTemplateVars($subj);

$body = str_replace('%signature',($dept && $dept->isPublic())?$dept->getSignature():'',$body);

//Reply separator tag.

if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator())){

$body ="\n$tag\n\n".$body;}

if(!$dept || !($email=$dept->getAutoRespEmail())){

$email=$cfg->getDefaultEmail();}

if($email) {

$email->send($this->getEMail(),$subj,$body);

}

}else {

Sys:(LOG_WARNING,'Template Fetch Error',"Unable to fetch 'Ticket Assigned' auto response template #$tplId");

}}

include/class.msgtpl.php

',ticket_assigned_subj='.db_input(Format:($info)).

',ticket_assigned_body='.db_input(Format:($info)).

include/class.config.php

function autoRespONAssignment() {

return $this->config?true;

}

',ticket_assigned='.db_input($var).

include/staff/viewticket.inc.php

<? if($cfg->autoRespONAssignment()) {?>

   <br />

<input type="checkbox" name="ticket_assigned" <?=(!$errors || $info)? 'checked': ''?>>Alert user ticket has been assigned. <?}?>

include/staff/preference.inc.php

<tr><th valign="top">Ticket Assigned notice:</th>

<td><i>Ticket is sent to the user once it has been assigned to Dept or Staff.</i><br/>

<input type="radio" name="ticket_assigned" value="1" <?=$config?'checked':''?> />Enable

<input type="radio" name="ticket_assigned" value="0" <?=!$config?'checked':''?> />Disable

</td>

</tr>

include/staff/template.inc.php

<tr class="header"><td colspan=2 >Ticket Assigned Autoresponse</td></tr>

<tr class="subheader"><td colspan=2 >

THIS IS A WORK IN PROGRESS AUTORESPONSE - PLEASE DISREGARD IT! -SCOTTRO<br />

Autoresponse sent to user on new ticket if assigned.

Meant to inform the user that the ticket has been received and assigned to staff.</td>

</tr>

<tr>

<th>Subject</th>

<td>

<input type="text" size="65" name="ticket_assigned_subj" value="<?=$tpl?>">

 <font class="error"> <?=$errors?></font></td>

</tr>

<tr>

<th>Message Body:</th>

<td><textarea rows="7" cols="75" name="ticket_assigned_body"><?=$tpl?></textarea>

 <font class="error"> <?=$errors?></font></td>

</tr>

include/class.dept.php

function autoRespONAssignment() { return $this->row?true;

}

Other

Created database entries:

ost_config

ticket_assigned

ost_email_template

ticket_assigned_subj

ticket_assigned_body

Appreciate any assistance to wrap this up and make it available under MODs.

Thanks!

scottro

It looks like the problem is that the following section (and its SQL) never fire:

//If enabled...send confirmation to user. ( Assigned AutoResponse )

if($autorespond && $cfg->autoRespONAssignment()){

$sql='SELECT ticket_assigned_subj,ticket_assigned_body FROM '.EMAIL_TEMPLATE_TABLE.

' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId);

if(($resp=db_query($sql)) && db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){

$body=$this->replaceTemplateVars($body);

$subj=$this->replaceTemplateVars($subj);

$body = str_replace('%signature',($dept && $dept->isPublic())?$dept->getSignature():'',$body);

//Reply separator tag.

if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator())){

$body ="\n$tag\n\n".$body;}

if(!$dept || !($email=$dept->getAutoRespEmail())){

$email=$cfg->getDefaultEmail();}

if($email) {

$email->send($this->getEMail(),$subj,$body);

}

}else {

Sys:(LOG_WARNING,'Template Fetch Error',"Unable to fetch 'Ticket Assigned' auto response template #$tplId");

}}

Still investigating why (ie; pulling out my hair)

Any help is appreciated.

peter

Scott,

Are you setting $autorespond to true anywhere. It is mainly used to overwrite db settings.

scottro

Scott,
Are you setting $autorespond to true anywhere. It is mainly used to overwrite db settings.

Yes, I left the code in place for that a few lines above:

$autorespond=true; //if anabled.

if(Email:($this->getEmail())) //Loop control---mainly for emailed tickets.

$autorespond=false;

peter

PM me the file and I will help debug the issue.

scottro

Peter,

Its working great now, thanks very much!

gyapinet

Same request

Hi,

Can somebody (Peter or scottro ;) ) write down for me the exactly steps for this MOD?

I'm not a php expert, but I would like use this feature!

Please help me!

Regards,

GyapiNet