[ADD ON] Assign user from ticket list

TheMadHatter

Hey everyone,

So I'm new here. Just stumbled upon osTicket the other day and have an add-on I've done that hopefully some others can put to use. I'm sure it's probably not the best or most efficient way to do it but it gets the job done. So if you'd like to be able to assign a staff user to a ticket from the list of tickets, here's how I did it.

First... I added the column header to the table in tickets.inc.php:

/include/staff/tickets.inc.php -- around line 412 (my line numbers are probably kinda high)

Assign...

Then I added the cell in the body of the table:

/include/staff/tickets.inc.php -- around line 479

<td nowrap>

staff select added by me

<?php

$thisTicket = new Ticket($row);

?>

<select id="staff_select<? echo $row;?>" onchange="changeAssignee(<? echo $row ?>);">

<option <?if($row == 0){?>SELECTED<?}?> value="0">Assign...</option>

<?php

$possibleAssignees = $thisTicket->getPossibleAssignees($row);

?>

</select>

</td>

Then I added a new function to class.ticket.php that is used in the code above:

/include/class.ticket.php -- at the end of the class

function getPossibleAssignees($currentStaffID)

{     $sql = "SELECT staff_id, CONCAT(firstname,' ',lastname) as name from ".STAFF_TABLE;
     $query = db_query($sql);
     $i=0;
     while($row = db_fetch_array($query))
     {
          $id = $row;
	  $name = $row;
	  		
	  if($currentStaffID == $id)
	  {
	       $option = "<option value=\"".$id."\" SELECTED>".$name."</option>";	   		
	   } else {
	       $option = "<option value=\"".$id."\">".$name."</option>";   		
     	   }
   
   	  echo $option;
      }
}

So it's not the cleanest function in the world. I typically hate writing to the document within the function but hey, I was in a hurry at the time.

Then I added a the javascript used when the new select box is changed. Back to tickets.inc.php!:

/include/staff/tickets.inc.php -- very beginning of document, line 1!

<script type="text/javascript">

function changeAssignee(ticketID)

{	var obj = "staff_select"+ticketID;
	var sel = document.getElementById(obj);
	var assignee = sel.options.value;
		var url = "index.php?update=staff&staffid="+assignee+"&ticket_id="+ticketID;
		window.location.href = url;
}</script>

Finally, we add code to actually change the assignee. Still in tickets.inc.php:

/include/staff/tickets.inc.php -- right after the first line of PHP code... line 17 for me, line 3 by default.

// assign the user from the drop down list if one has been selected

if(isset($_GET) && $_GET == "staff")

{	$thisStaff = $_GET;
	$ticketToUpdate = $_GET;
	$tt = new Ticket($ticketToUpdate);
	$tt->setStaffId($thisStaff);
}

That's that... when you're all said in done you should look like (please ignore all the spam, still haven't gotten my filters perfected):

blank

Oh yea... I also made the content holder in the /scp/ directory larger. I did that by modifying /scp/css/main.css

/scp/css/main.css -- about line 62 only thing I've changed are the widths

#container {

width;

text-align: left;

margin auto 0 auto;

background(../images/pagebg.jpg) top left repeat-x #fff;

border solid #ccc;

border-bottom;

padding-bottom: 20px;

}#footer {
   width;
   _width;
   padding 5px 2px 5px;
   border solid #ccc;
   border-top solid #666;
   background:#ececec;
   text-align;
   margin auto 0 auto;
}Have fun!

Skeyelab

Hey, can we make this so only managers/admins can see this column?

TheMadHatter

update

To make it so that only admins or managers can see the final column I modified the column headers and the column cell itself to be enclosed in a condition.

/include/staff/tickets.inc.php -- my line 412

<?php if($thisuser->isadmin() || $thisuser->isManager()){ ?>

<th width="180" >Assign...</th>

<?php } ?>

/include/staff/tickets.inc.php -- my line 481

<?php if($thisuser->isadmin() || $thisuser->isManager()){ ?>

<td nowrap>

staff select added by me

<?php

$thisTicket = new Ticket($row);

?>

<select id="staff_select<? echo $row;?>" onchange="changeAssignee(<? echo $row ?>);">

<option <?if($row == 0){?>SELECTED<?}?> value="0">Assign...</option>

<?php

$possibleAssignees = $thisTicket->getPossibleAssignees($row);

?>

</select>

</td>

<?php } ?>

Skeyelab

Great,

does this still send emails to the assignee when it is assigned?

Skeyelab

yes it does.

(thanks me)

TheMadHatter

Great,
does this still send emails to the assignee when it is assigned?

I'm pretty sure it doesn't. I was going to add that next...

TheMadHatter

Updated to send emails when the user is assigned to a ticket --

I had to redo just a small bit of code located at my line 18 in tickets.inc.php

/include/staff/tickets.inc.php -- my line 18 (immediately after the first line of original code in the file)

// assign the user from the drop down list if one has been selected

if(isset($_GET) && $_GET == "staff")

{	$thisStaff = $_GET;
	$ticketToUpdate = $_GET;
	$tt = new Ticket($ticketToUpdate);
	$staffMessage = "You have been assigned a ticket.";
	$tt->assignStaff($thisStaff,$staffMessage);
}

As you can see, I replaced the setStaffId() function with the assignStaff function. That with the message for the staff sends an email to the staff who the ticket has been assigned.

harvy

Hey everyone,
So I'm new here. Just stumbled upon osTicket the other day and have an add-on I've done that hopefully some others can put to use. I'm sure it's probably not the best or most efficient way to do it but it gets the job done. So if you'd like to be able to assign a staff user to a ticket from the list of tickets, here's how I did it.
First... I added the column header to the table in tickets.inc.php:
/include/staff/tickets.inc.php -- around line 412 (my line numbers are probably kinda high)

TheMadHatter,

Thanks for your hard work but can you please just post whole tickets.inc.php and class.ticket.php files as the line numbers you've given don't match what so ever? Maybe it's also compatibility issue. Is that working with RC5?

Cheers!

mianos

interested in this too!! ;)

is it working with RC5?

masino_sinaga

Yes, it is.

I have proved it in 1.6 RC5. Please (follow this link).

Hope it helps you.

Sincerely,

Masino Sinaga

beeman

Hi guys,

The MOD works except that when logged as a normal staff, the "From" field shows blank in ticket view page. Can you please verify if this is case with your implementations as well? Thanks.

Regards

Beeman

beeman

Hi guys,

It looks like I fixed the issue by moving the statement

<?=Format:($row,22,strpos($row,'@'))?>

above

<?php if($thisuser->isadmin() || $thisuser->isManager()){ ?>

So the original code looks like this;

<?php if($thisuser->isadmin() || $thisuser->isManager()){ ?>

<?=Format:($row,22,strpos($row,'@'))?>

staff select added by me

<?php

$thisTicket = new Ticket($row);

" onchange="changeAssignee(<? echo $row ?>);">

SELECTED<?}?> value="0">Assign...

<?php

$possibleAssignees = $thisTicket->getPossibleAssignees($row);

<?php } ?>

and the updated one looks like this;

<?=Format:($row,22,strpos($row,'@'))?>

<?php if($thisuser->isadmin() || $thisuser->isManager()){ ?>

staff select added by me

<?php

$thisTicket = new Ticket($row);

" onchange="changeAssignee(<? echo $row ?>);">

SELECTED<?}?> value="0">Assign...

<?php

$possibleAssignees = $thisTicket->getPossibleAssignees($row);

<?php } ?>

Regards

Beeman

masino_sinaga

Hi Beeman,

I have edited the original code on my blog, from:

<?php if($thisuser->isadmin() || $thisuser->isManager()){ ?>

<td nowrap><?=Format:($row,22,strpos($row,'@'))?> </td>

<td nowrap>

staff select added by me

<?php

$thisTicket = new Ticket($row);

?>

<select id="staff_select<? echo $row;?>" onchange="changeAssignee(<? echo $row ?>);">

<option <?if($row == 0){?>SELECTED<?}?> value="0">Assign...</option>

<?php

$possibleAssignees = $thisTicket->getPossibleAssignees($row);

?>

</select>

</td>

</tr>

<?php } ?>

become this following code:

<td nowrap><?=Format:($row,22,strpos($row,'@'))?> </td>

<?php if($thisuser->isadmin() || $thisuser->isManager()){ ?>

<td nowrap>

staff select added by me

<?php

$thisTicket = new Ticket($row);

?>

<select id="staff_select<? echo $row;?>" onchange="changeAssignee(<? echo $row ?>);">

<option <?if($row == 0){?>SELECTED<?}?> value="0">Assign...</option>

<?php

$possibleAssignees = $thisTicket->getPossibleAssignees($row);

?>

</select>

</td>

<?php } ?>

</tr>

Sorry for this inconvenience.

Sincerely,

Masino Sinaga

omg@multihouse.dk

Perfect guide

Hi,

This worked like a charm!

I did a small mod in /include/staff/tickets.inc.php line 403

<th width="180" >

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

And changed line 192 to:

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

Now I can sort by staff_id

lovedrop

Problem with this mod

Hello,

I installed this Mod on version 1.6 RC5. I have no other mods installed.

Here are reference articles for the Mod I'm speaking of:

http://www.openscriptsolution.com/2009/11/12/assign-staff-from-ticket-list-in-osticket-v1-6-rc5(http://www.openscriptsolution.com/2009/11/12/assign-staff-from-ticket-list-in-osticket-v1-6-rc5)

http://www.osticket.com/forums/showthread.php?t=2719&page=2(http://www.osticket.com/forums/showthread.php?t=2719&page=2)

(I am also posting this note in the forum on the thread referenced above.)

The mod is designed to allow you to view the assignees while in ticket list view. It also allows you to change the assignee by selecting from a drop-down that appears in a new column in the ticket list view.

I'M VERY HAPPY WITH THE FUNCTIONALITY OF THE MOD ITSELF. It's what I needed.

But then I tried to add a new Staff member and I was unable to! I got "Internal error" while trying to add a new staff member. I guarantee you must be able to reproduce this.

So here's what I did: I temporarily put BACK the OLD VERSION of tickets.inc.php, and then I added my staff member (SUCCESSFULLY THIS TIME) and then I put the hacked version back again (because I still like the functionality of the hack.)

MY PROBLEM NOW? Basically I have to put the old file back EVERY TIME I add staff to the helpdesk, and then put the hacked file back again after the staff member is added. And god knows what other bug might be in there since this is happening in the first place... can you please fix?

Thank you!

mig2000

Masino,

I am having an issue implementing this. Would you be kind and provide me with a copy of the files so I can compare them? In advance I thank you for your time and effort.

Alex

wizard210

Masino,
I am having an issue implementing this. Would you be kind and provide me with a copy of the files so I can compare them? In advance I thank you for your time and effort.
Alex

I would love this too.

wizard210

Mine is working fine now

anavmon

Hello!

I think that the function getPossibleAssignees is not complete...

This is the function:

function getPossibleAssignees($currentStaffID)

{

$sql = "SELECT staff_id, CONCAT(firstname,' ',lastname) as name from ".STAFF_TABLE;

$query = db_query($sql);

$i=0;

while($row = db_fetch_array($query))

{

$id = $row;

$name = $row;

if($currentStaffID == $id)

{

$option = "<option value=\"".$id."\" SELECTED>".$name."</option>";

} else {

$option = "<option value=\"".$id."\">".$name."</option>";

}

echo $option;

}

I think that it should just shows those staff members who are in the department of the ticket (and admins, of course). So I think that this code:

$sql = "SELECT staff_id, CONCAT(firstname,' ',lastname) as name from ".STAFF_TABLE;

Should be completed with a "WHERE dept=..." clause.

Any idea?

Thanks

anavmon

Ok, it's done now :)

In class.ticket.php:

function getPossibleAssignees($currentDept, $currentStaffID)

{

$sql = "SELECT staff_id, CONCAT(firstname,' ',lastname) as name from ".STAFF_TABLE." WHERE isactive=1 AND onvacation=0 AND (dept_id=".$currentDept." OR isadmin=1)";

$query = db_query($sql);

$i=0;

while($row = db_fetch_array($query))

{

$id = $row;

$name = $row;

if($currentStaffID == $id)

{

$option = "<option value=\"".$id."\" SELECTED>".$name."</option>";

} else {

$option = "<option value=\"".$id."\">".$name."</option>";

}

echo $option;

}

In tickets.inc, change this line:

$possibleAssignees = $thisTicket->getPossibleAssignees($row);

By this one:

$possibleAssignees = $thisTicket->getPossibleAssignees($row,$row);

All done, my friends!