users cannot view ticket untill they are assigned

shahh2

I dont want the user to see the ticket till they are assigned to it.

Only Admin and Manager of that department can view the idea.

So basically something like that

if(usergroup == admin)

view all tickets

else if(usergroup == manager)

view ticket of their dept only

else if(usergroup == staff)

view only tickets that are assigned to them

Here, admin/manager/staff are user group with group id 1/2/3

I am not sure where do I find the querry which I can change to have this implemented. This whole thing is for backend login users.

masino_sinaga

Solution ...

Would you like try this modification?

(Staff Cannot View Ticket Until They Are Assigned in osTicket v1.6 RC5)

Hope it helps you. Cheers!

Sincerely,

Masino Sinaga

shahh2

Thanks,

that works, but when to staff logs in, it still show "opened #" tickets on the top and when you click it doesn't show unassigned tickets. how do I get ride of that too.

Eg. Currently the staff username that I am log into it has 1 assigned ticket and total two tickets of its dept. so it shows 1 my tickets and 1 open ticket, where i dont want them to see open tickets number too

masino_sinaga

Here is the additional solution...

Open your \scp\tickets.php and find this code:

if(!$thisuser->isAdmin()){

$sql.=' WHERE ticket.dept_id IN('.implode(',',$thisuser->getDepts()).') OR ticket.staff_id='.db_input($thisuser->getId());

}

then replace with this following code:

/* Begin of MOD: Staff can only access the assigned tickets to him/her, by Masino Sinaga, Oct 17, 2009 */

if($thisuser->isAdmin()){

// there is no WHERE condition for Admin, he/she can see all tickets.

} elseif ($thisuser->isManager()) { // manager can access tickets belong to his/her dept.

$sql.=' WHERE (ticket.dept_id IN ('.implode(',',$depts).') )';

} else { // staff can only access the assigned tickets to him/her

$sql.=' WHERE (ticket.staff_id='.$thisuser->getId().')';

}/* End of MOD: Staff can only access the assigned tickets to him/her, by Masino Sinaga, Oct 17, 2009 */

I have tested here, and the total of the opened tickets (Opened #) is now match with the actual total tickets on the list.

Sincerely,

Masino Sinaga

anchal.aggarwal

Hi All

The above code works for me partially. The scenario is I have 3 department, support, testing, billing. When the support manager logs in, he can see the tickets of his own department(as expected) but when testing manager or billing manager logs in, he can view the tickets assigned to his own department plus Support department.

Has someone else faced this issue?

Thank you in advance.

Anchal Aggarwal