[MOD] sending ticket text with assignment email

fidel

NOTE: THIS MOD HAS BEEN WRITTEN FOR OST 1.6 RC5 ONCE I UPGRADE I WILL NOTE ANY CHANGES HERE

UPDATE: I have made this code a bit better and added a couple more functions. The info below reflects the new changes.

I was in need of a way for staff who where not in house to be able to see ticket messages as they where assigned and viewed on smart phones. problem was that the links sent with the assignment email are not accessible from outside of the company network (security reasons). So I wrote few changes in to the code to send all messages with the assigned ticket id in all ticket assignment emails.

Follows these steps carefully and backup your files before you edit them!

The first file to edit is class.ticket.php

var $overdue;

add

var $ticket_text;

var $ticket_notes;

var $ticketResponses;

function getLastMsgId() {

return $this->lastMsgId;

}

inset the following

function getMsgText() {

$this->setMsgText($this->id);

$out =$this->ticket_text ."\n\n";

$out .=$this->getTicketResponses();

return $out;

}

		function getInternalNotes(){
		$this->setTicketNotes($this->id);
		return $this->ticket_notes;
	}
	function getTicketResponses(){
		$this->setTicketResponses($this->id);
		return  $this->ticketResponses;
	}
	      function setMsgText($id) {
            $query = "select message,created from ".TICKET_MESSAGE_TABLE." where ticket_id = $id";
            $ticket_text = "Customer Messages:\n\n";
            $result = db_query ( $query );
            while ( $resp_row = db_fetch_array ( $result ) ) {
                $ticket_text .= "Created: ".$resp_row."\n";
                $ticket_text .= "Message:\n ".$resp_row."\n";            }    
            $this->ticket_text = $ticket_text;
    }  
		function setTicketNotes($id){
		$out = "No Internal Notes\n\n";
		$query ='SELECT note_id,title,note,source,created FROM '.TICKET_NOTE_TABLE.' WHERE ticket_id='.db_input($id).' ORDER BY created DESC';
			if(($resp=db_query($query)) && ($notes=db_num_rows($resp))){
				$out = "Internal Notes (". $notes .")\n\n";
				while($row = db_fetch_array($resp)) {
     				$out .= "Date Posted: ".$row."\n";
        			$out .= "Posted by: ".$row."\n";
           		 	if($row) {
            			$out .= $row ."\n";
          			}
        			$out .= $row ."\n\n";
				}
			}
		$this->ticket_notes = $out;
	}
		
	function setTicketResponses($id){
		$query = "SELECT * from ".TICKET_RESPONSE_TABLE." WHERE ticket_id = $id ORDER BY created DESC";
		$out = "Responses\n";
		$result = db_query ( $query );
		while ( $resp_row = db_fetch_array ( $result ) ) {
			$out .= "Date Posted: ".$resp_row  ."\n";
			$out .= "Posted By: ".$resp_row ."\n";
			$out .= $resp_row  ."\n\n";
		}
		$this->ticketResponses = $out;
	}

'/%createdate/', '/%duedate/', '/%closedate/', '/%url/');

with

'/%createdate/', '/%duedate/', '/%closedate/', '/%url/', '/%msg/', '/%internal/' );

4: after

Format:($this->getCloseDate()),

$cfg->getBaseUrl ()

insert

,$this->getMsgText(),

$this->getInternalNotes() REMEMBER THE COMMA (,)

5: Save class.ticket.php.

6: open templates.inc.php

7: under

<tr><td>%url</td><td>osTicket's base url (FQDN)</td></tr>

insert

<tr><td>%msg</td><td>Ticket messages.</td></tr>

<tr><td>%internal</td><td>All Internal Ticket Notes.</td></tr>

9: save templates.inc.php

Now when you go to Admin Panel > Emails > Templates you will see 2 new tags under 'Other Variables' called %msg and %internal. Simply place these in your templates as with any other and your good to go. This will attach all message ticket text, responses and internal associated with the given ticket.

%msg inserts public messages and %internal attaches all internal notes.

scottro

lol, it just figures that you would post this. I've been working on the exact same thing for the last 2 days and just now got it completed when I came on here to look for something else. ;)

Ah, well - nice work!

fidel

thanks, I found a wee bug in it though, I'm working on a small fix now. Would you mind shearing your code to see if I can improve on mine. thansk

scottro

Yours is better, yours is what I was originally going with but couldn't figure something out on (can't remember what now). But I'm assuming on yours that it shows all message history. Mine just shows the last entry (as for mine thats fine as the initial assigment should just close the ticket - for Abuse dept.)

So I actually might be able to learn something from yours while I'm at it. Need to figure out how to add another checkbox to close the ticket on assignment first though. Got the box itself. Just can't seem to make it actually close the ticket.

fidel

So I found all the bugs and its working again. Just an issue with the tag name I was using being exchanged for the wrong data. I have updated the instructions above to reflect the changes. Enjoy I hope this helps.

fidel

Yours is better, yours is what I was originally going with but couldn't figure something out on (can't remember what now). But I'm assuming on yours that it shows all message history. Mine just shows the last entry (as for mine thats fine as the initial assigment should just close the ticket - for Abuse dept.)
So I actually might be able to learn something from yours while I'm at it. Need to figure out how to add another checkbox to close the ticket on assignment first though. Got the box itself. Just can't seem to make it actually close the ticket.

The Code above only sends the original ticket text. I'm working on attaching the all responses and internal notes along with the author of each to the email. I should have it tomorrow. Its my day off so no coding today.

As for your check box thing, that should not be too hard it you haven't got it soon give me a shout I'll whip it up for you. I have a slew of changes I need to make to this thing to make my boss happy so should be easy to slip that it.

scottro

I was able to get the checkbox working, thanks though!

peter

Sounds like you guys are creating a mailing list/mail client of some sort. :) While I understand the intention - I think it dilutes the customer data access restrictions. Mobile interface would have been a better approach in my opinion.

scottro

The one I was working on is a special request by the "Abuse" guys. They don't use osTickets (they are forced to use something else by department heads) and so instead of having to login, copy/paste all the information into an email mine does the following exception for them.

Bob in X department see's there is a new ticket and it looks like its something for the Abuse guys.

Bob "Assigns to Staff" and sets it to "Team Abuse"

javascript notes that Bob selected Team Abuse and inserts the email message into the "Internal Notes" box. Javascript, also noting Team Abuse is selected, shows and selects a checkbox that says to close the ticket.

Bob hits submit, Abuse gets their new abuse ticket in their other program and the ticket is closed on osTickets.

Voila, Abuse is happy and I don't have 20 abuse tickets to clean up every morning ;)

fidel

Sounds like you guys are creating a mailing list/mail client of some sort. :) While I understand the intention - I think it dilutes the customer data access restrictions. Mobile interface would have been a better approach in my opinion.

Nope, I just needed all the ticket info to be sent to the person to whom the ticket is assigned. no one else gets it. A mobile interface would be nice, but we can not access the osticket server from outside of our network. so to enable support staff to react promptly to assigned tickets all info needs to be sent when the ticket is assigned. This is the easiest solution and in doing it this way I don't need to change any network access.

scottro

fidel,

Just in the last 30 minutes or so I have implemented your MOD. I am having a couple of issues though:

Responses do not show up at all, only the word "Responses" then nothing.

Internal Notes show the correct number in the () but then show one less note then that when actually listing them. So for example;

Responses

Internal Notes (4)

Note 1

Note 2

Note 3

then nothing.

Thanks

fidel

fidel,
Just in the last 30 minutes or so I have implemented your MOD. I am having a couple of issues though:
Responses do not show up at all, only the word "Responses" then nothing.
Internal Notes show the correct number in the () but then show one less note then that when actually listing them. So for example;
Responses
Internal Notes (4)
Note 1
Note 2
Note 3
then nothing.
Thanks

Fixed the notes issue, responses only prints anything is someone has replied to the ticket. Make sure you have a response in there.

scottro

fidel,

The notes part is working now, however, I do have several responses in this ticket that aren't showing up. For some reason though one of my "notes" is actually one of the responses... very odd.

scottro

I think I found it:

function setTicketResponses($id){

$query = "SELECT * from ".TICKET_RESPONSE_TABLE." WHERE msg_id = " .$id. " ORDER BY created DESC";

Should be ticket_id instead of msg_id

fidel

fidel,
The notes part is working now, however, I do have several responses in this ticket that aren't showing up. For some reason though one of my "notes" is actually one of the responses... very odd.

strange, I'm only working with a couple of responses and they both show up and for the note, its the way osticket works, is sends the email before it updates the database, so the sql query only get the notes that are in the list when you send it. The stray note is the message you type when you assign the ticket. tried to work around it, but I'm at a loss for ideas on that one. I'll have to come back to it later.

scottro

I think I've got everything working now. I just want to add one more thing. In case the user forgets something in the original email and sends another with more information. I don't think this is seen as a response or as an internal note. I need one more thing to list all of those messages.

scottro

I think I've got everything working now. I just want to add one more thing. In case the user forgets something in the original email and sends another with more information. I don't think this is seen as a response or as an internal note. I need one more thing to list all of those messages.

Hmmm, looks like it should be doing that but isn't - I'll check it out.

fidel

I think I've got everything working now. I just want to add one more thing. In case the user forgets something in the original email and sends another with more information. I don't think this is seen as a response or as an internal note. I need one more thing to list all of those messages.

Ah, thanks for pointing that out, I missed that bit. Another update to follow shortly

scottro

Ah, thanks for pointing that out, I missed that bit. Another update to follow shortly

I changed the setMsgText function to the following and its working for me now:

function setMsgText($id) {

$query = "select message,created from " . TICKET_MESSAGE_TABLE . " where ticket_id = $id";

$ticket_text = "Customer Messages:\n\n";

$result = db_query ( $query );

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

$ticket_text .= "Created: ".$resp_row."\n";

$ticket_text .= "Message:\n ".$resp_row."\n"; }

$this->ticket_text = $ticket_text;

}

fidel

ok, I just updated the code with my fix then read yours, I'm going to use yours instead. Thanks