CC on ticket in 1.6RC5 - Mod Request

jpastin

So the thread that showed how to add a CC on a ticket specifically says that it won't work on 1.6RC5. I actually was able to figure out something that worked well enough. Basically, it adds another email address to the 'To:' field.

Add the fields to the database

mysql> alter table ost_ticket add column ccEmail varchar(120) after name;

mysql> alter table ost_ticket add column ccName varchar(32) after ccEmail;

in /include/class.ticket.php

class Ticket{

var $id;

var $extid;

var $email;

// Change to add cc to ticket

// J. Pastin 10-15-09

var $ccEmail;

var $ccName;

// End Changes

var $status;

var $created;

var $updated;

var $lastrespdate;

and

if(($res=db_query($sql)) && db_num_rows($res)):

$row=db_fetch_array($res);

$this->id =$row;

$this->extid =$row;

$this->email =$row;

$this->fullname =$row;

// Change to add cc to ticket

// J. Pastin 10-15-09

$this->ccEmail =$row;

$this->ccName =$row;

// End Changes

$this->status =$row;

and

function getName(){

return $this->fullname;

}// Change to add cc to ticket
// J. Pastin 10-15-09
function getCcEmail() {
    return $this->ccEmail;
}function getCcName() {
    return $this->ccName;
}// End Changes
function getSubject() {
    return $this->subject;
}

and

//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) {

// Change to enable cc on ticket

// J. Pastin 10-21-09

if($this->getCcEmail()!='') {

$address=$this->getEmail().",".$this->getCcEmail();

$email->send($address,$subj,$body);

} else {

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

}

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

// End Changes

}

and

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

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

if(!$dept || !($email=$dept->getEmail()))

$email =$cfg->getDefaultEmail();

if($email && $email->getId()) {

// Change to enable cc on email

// J. Pastin 10-21-09

if ($this->getCcEmail()!='') {

$address=$this->getEmail().",".$this->getCcEmail();

$email->send($address,$subj,$body,$file);

} else {

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

}

//$email->send($this->getEmail(),$subj,$body,$file);

// End Changes

}

and

function create($var,&$errors,$origin,$autorespond=true,$alertstaff=true) {

global $cfg,$thisclient,$_FILES;

$id=0;

$fields=array();

$fields = array('type'=>'string', 'required'=>1, 'error'=>'Name required');

$fields = array('type'=>'email', 'required'=>1, 'error'=>'Valid email required');

// Change to add cc to ticket

// J. Pastin 10-15-09

$fields = array('type'=>'email', 'required'=>0, 'error'=>'Invalid cc Email Address');

$fields = array('type'=>'string', 'required'=>0, 'error'=>'Invalid cc Name');

// End Changes

$fields = array('type'=>'string', 'required'=>1, 'error'=>'Subject required');

$fields = array('type'=>'text', 'required'=>1, 'error'=>'Message required');

and

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

$email=$cfg->getDefaultEmail();

if($email)

//Change to enable cc on ticket

// J. Pastin 10-21-09

if($var!='') {

$address=$var.",".$var;

$email->send($address,$subj,$body);

} else {

$email->send($var,$subj,$body);

}

//$email->send($var,$subj,$body);

// End Changes

and

$sql= 'INSERT INTO '.TICKET_TABLE.' SET created=NOW() '.

',ticketID='.db_input($extId).

',dept_id='.db_input($deptId).

',priority_id='.db_input($priorityId).

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

',name='.db_input(Format:($var)).

// Change to add cc to ticket

// J. Pastin 10-15-09

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

',ccName='.db_input(Format:($var)).

// End Changes

',subject='.db_input(Format:($var)).

',topic='.db_input(Format:($topicDesc)).

and

if($email){

//Reply separator tag.

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

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

// Change to enable cc on ticket

// J. Pastin 10-21-09

if($ticket->getCcEmail()!='') {

$address=$ticket->getEmail().",".$ticket->getCcEmail();

$email->send($address,$subj,$body);

} else {

$email->send($ticket->getEmail(),$subj,$body);

}

in include/client/open.inc.php

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

</td>

</tr>

<tr>

<th width="20%">Secondary Name:</th>

<td>

<?if ($thisclient && ($name=$thisclient->getName())) {

?>

<input type="hidden" name="ccName" value="<?=$ccName?>"><?=$ccName?>

<?}else {?>

<input type="text" id="ccName" name="ccName" size="25" value="<?=$info?>">

<?}?>

 <font class="error">nbsp;<?=$errors?></font>

</td>

</tr>

Change made to add cc to ticket

J. Pastin 10-15-09

<tr>

<td nowrap >Secondary Email Address:</td>

<td>

<?if ($thisclient && ($email=$thisclient->getEmail())) {

?>

<input type="hidden" name="ccEmail" size="25" value="<?=$ccEmail?>"><?=$ccEmail?>

<?}else {?>

<input type="text" id="ccEmail" name="ccEmail" size="25" value="<?=$info?>">

<?}?>

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

</td>

</tr>

End Changes

<tr>

<td>Telephone:</td>

<td><input type="text" name="phone" size="25" value="<?=$info?>">

 Ext <input type="text" name="phone_ext" size="6" value="<?=$info?>">

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

</tr>

in include/client/viewticket.inc.php

<tr>

<th width="100">Name:</th>

<td><?=Format:($ticket->getName())?></td>

</tr>

<tr>

<th width="100">Email:</th>

<td><?=$ticket->getEmail()?></td>

</tr>

Change made to add cc to ticket

J. Pastin 10-15-09

<tr>

<th width="100">Secondary Name:</th>

<td><?=Format:($ticket->getCcName())?></td>

</tr>

<tr>

<th width="100">Secondary Email:</th>

<td><?=$ticket->getCcEmail()?></td>

</tr>

End Changes

<tr>

<th>Phone:</th>

<td><?=Format:($ticket->getPhoneNumber())?></td>

</tr>

in include/staff/viewticket.inc.php

<tr>

<th>Email:</th>

<td><?php

echo $ticket->getEmail();

if(($related=$ticket->getRelatedTicketsCount())) {

echo sprintf('  <a href="tickets.php?a=search&query=%s" title="Related Tickets">(<b>%d</b>)</a>',

$ticket->getEmail(),$related);

}

?>

</td>

</tr>

Change to add cc to ticket

J. Pastin 10-15-09

<tr>

<th>Secondary Name:</th>

<td><?=Format:($ticket->getCcName())?></td>

</tr>

<tr>

<th>Secondary Email:</th>

<td><?php

echo $ticket->getCcEmail();

?>

</td>

</tr>

End Changes

<tr>

<th>Phone:</th>

<td><?=Format:($ticket->getPhoneNumber())?></td>

</tr>

in include/staff/newticket.inc.php

<tr>

<td align="left" nowrap width="20%"><b>Email Address:</b></td>

<td>

<input type="text" id="email" name="email" size="25" value="<?=$info?>">

 <font class="error"><b>*</b> <?=$errors?>

</font>

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

   

<input type="checkbox" name="alertuser" <?=(!$errors || $info)? 'checked': ''?>>Send alert to user.

<?}?>

</td>

</tr>

Change to add cc to tickets

J. Pastin 10-15-09

<tr>

<td align="left" >Secondary Name:</td>

<td>

<input type="text" id="ccName" name="ccName" size="25" value="<?=$info?>">

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

</td>

</tr>

<tr>

<td align="left" nowrap width="20%">Secondary Email Address:</td>

<td>

<input type="text" id="ccEmail" name="ccEmail" size="25" value="<?=$info?>">

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

</td>

</tr>

End Changes

<tr>

<td align="left">Telephone:</td>

<td><input type="text" name="phone" size="25" value="<?=$info?>">

 Ext <input type="text" name="phone_ext" size="6" value="<?=$info?>">

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

</tr>

masino_sinaga

jpastin,

Please check the answer on my blog. I have just sent an article with title

CC Email in osTicket v1.6 RC5

Hopefully this will be helpful.

Sincerely,

Masino Sinaga

jpastin

The solution posted by masino_sinaga dodn't work for me unless I used the PHP mail function. For SMTP mail, I had to use the solution I outlined above

ksdprasad

The solution posted by jpastin dodn't work for me. Since below issues.

1. getEMail

2. () missing for getCcEmail

3. auto populate not working, need to edit include/class.client.php

hope this helps.

jpastin

Good Catch!!!

I fixed #1 and #2 above.

#3 was a deliberate omission because my setup uses my mod for AD lookup for autosuggest, and I didn't want to confuse anyone.

Thanks!

Jmia18

"3. auto populate not working, need to edit include/class.client.php"

What needs to be changed in the class.client.php inorder for the e-mail address to auto populate?

jpastin

Using the default autosuggest, you would need something like:

in include/staff/newticket.php

var ccOptions = {

script:"ajax.php?api=tickets&f=searchbyemail&limit=10&",

varname:"input",

json: true,

shownoresults,

maxresults,

callback: function (obj) { document.getElementById('ccEmail').value = j.id; document.getElementById('name').value = obj.info; return false;}

};

var autosug = new bsn.AutoSuggest('ccEmail', ccOptions);

That is just a guess, I don't use it. I use the AD lookup mod that I posted. for that the code is:

var ccName_options = {

script: "userfind.php?maxEntries=10&",

varname: "name",

json: true,

delay: 100,

cache,

callback (obj) {document.getElementById('ccEmail').value=obj.info;}

};

var ccEmail_options = {

script: "userfind.php?maxEntries=10&",

varname:"mail",

json,

cache,

callback (obj) {document.getElementById('ccName').value=obj.info;}

};

var ccEmail_as=new bsn.AutoSuggest('ccEmail', ccEmail_options);

var ccName_as=new bsn.AutoSuggest('ccName', ccName_options);

Let me know how it works out for you

Jmia18

Hi and thank you for your reply. I have worked on this and have tried multiple ways. I am not proficient in PHP but i am a C# developer. I noticed in my tries that when I declare the Var ccOptions it never turns purple within Dreamweaver CS4. Is there another place I should be assigning it data? I have included my code so you could review.

<script type="text/javascript">

	    var options = {
        script:"ajax.php?api=tickets&f=searchbyemail&limit=10&",
        varname:"input",
        json: true,
        shownoresults,
        maxresults,        
	callback: function (obj) {
		document.getElementById('email').value = obj.id; 
		document.getElementById('name').value = obj.info.substring(0, obj.info.indexOf('|'));
		document.getElementById('phone').value = obj.info.substring(obj.info.indexOf('|') + 1);
		return false;
	}
	};
		var ccOptions = { 
        script:"ajax.php?api=tickets&f=searchbyemail&limit=10&", 
        varname:"input", 
        json: true, 
        shownoresults, 
        maxresults, 
    callback: function (obj) { 
		document.getElementById('ccName').value = obj.info;
		document.getElementById('ccEmail').value = obj.id; 
		return false;
		} 
	};
           var autosug = new bsn.AutoSuggest('email', options);
	var autosug = new bsn.AutoSuggest('ccEmail', ccOptions);

</script>

I Also tried this but it was getting the wrong info from the database

<script type="text/javascript">

	    var options = {
        script:"ajax.php?api=tickets&f=searchbyemail&limit=10&",
        varname:"input",
        json: true,
        shownoresults,
        maxresults,        
	callback: function (obj) {
		document.getElementById('email').value = obj.id; 
		document.getElementById('name').value = obj.info.substring(0, obj.info.indexOf('|'));
		document.getElementById('phone').value = obj.info.substring(obj.info.indexOf('|') + 1);
		document.getElementById('ccName').value = obj.info;
		document.getElementById('ccEmail').value = obj.id; 
		return false;
	}
	};
    var autosug = new bsn.AutoSuggest('email', options);

</script>

I appreciate all your assistance. By the way as you can see above I am trying to use the built in autosuggest feature.

jpastin

I'm just guessing here, because I don't use the built-in autosuggest. But it expects certain variables in a certain order. In your first try, you are passing email first for the main contact, and name first for the second. Try reversing them, and see what happens. Not sure if that will do it for you, but its worth a shot.

jpastin

I also was able to add it to the 'Edit Ticket' page. Sorry this is a separate post, it was too long to add to the original

in include/staff/editticket.inc.php

$info=array('email'=>$ticket->getEmail(),

'name' =>$ticket->getName(),

// Change to add cc to ticket

// J. Pastin 12-1-09

'ccEmail' =>$ticket->getCcEmail(),

'ccName' =>$ticket->getCcName(),

// End Changes

'phone'=>$ticket->getPhone(),

'phone_ext'=>$ticket->getPhoneExt(),

'pri'=>$ticket->getPriorityId(),

and

<tr>

<td align="left" nowrap width="120"><b>Email Address:</b></td>

<td>

<input type="text" id="email" name="email" size="25" value="<?=$info?>">

 <font class="error"><b>*</b> <?=$errors?></font>

</td>

</tr>

<tr>

<td align="left" ><b>Full Name:</b></td>

<td>

<input type="text" id="name" name="name" size="25" value="<?=$info?>">

 <font class="error"><b>*</b> <?=$errors?></font>

</td>

</tr>

Change to add CC to ticket

J. Pastin 12-1-09

<tr>

<td align="left" nowrap width="120">Secondary Email Address:</td>

<td>

<input type="text" id="ccEmail" name="ccEmail" size="25" value="<?=$info?>">

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

</td>

</tr>

<tr>

<td align="left" >Secondary Name:</td>

<td>

<input type="text" id="ccName" name="ccName" size="25" value="<?=$info?>">

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

</td>

</tr>

End Changes

and in include/class.ticket.php

function update($var,&$errors) {

global $cfg,$thisuser;

$fields=array();

$fields = array('type'=>'string', 'required'=>1, 'error'=>'Name required');

$fields = array('type'=>'email', 'required'=>1, 'error'=>'Email is required');

// Change to add cc to ticket

// J. Pastin 12-1-09

$fields = array('type'=>'string', 'required'=>0, 'error'=>'Invalid Secondary Name');

$fields = array('type'=>'email', 'required'=>0, 'error'=>'Invalid Secondary Email');

// End changes

$fields = array('type'=>'text', 'required'=>1, 'error'=>'Reason for the update required');

$fields = array('type'=>'string', 'required'=>1, 'error'=>'Subject required');

$fields = array('type'=>'int', 'required'=>0, 'error'=>'Invalid Priority');

and

if(!$errors){

$sql='UPDATE '.TICKET_TABLE.' SET updated=NOW() '.

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

',name='.db_input(Format:($var)).

/* Change to add cc to tickets

J. Pastin 12-1-09 */

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

',ccName='.db_input(Format:($var)).

/* End Changes */

',subject='.db_input(Format:($var)).

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

',phone_ext='.db_input($var?$var).

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

BDering

Where to post?

I am new to osTicket, as well as web development, PHP, etc. and I would like to know where to insert the code in the stated files. Other posts I've read have indicated "Insert this between line ### and line ###+1" or something similar. Any help would be appreciated.

jpastin

I didn't include line numbers intentionally. My files, like those of many others are pretty hacked up. My line numbers won't mean anything, and would only serve to confuse. If you take a look in the code blocks you will see that each change is surrounded by comments. I also included a few lines on either side of the changes. You will have to pay close attention to what actually goes on between the comments, but you should be able to find the appropriate sections based on the code before and after.

The only catch is that the comment characters are different based on whether they are in raw PHP code, or in HTML in the PHP files, or SQL statements in the PHP files.

For PHP comments look for

//Change to add ...

//End Changes

For HTML Comments look for

Change to add ...

End Changes

For SQL comments look for

/* Change to add ... */

/* End Changes */

guillaume06

bcc for all outgoing messages

the following modifications work for me with 1.6 ST (with SMTP settings):

Hope this helps.

in include/class.email.php

in function send($to...

...

$to=preg_replace("/(\r\n|\r|\n)/s",'', trim($to));

$Bcc='reef-reply-support@cstb.fr'; // NEW LINE

...

$headers = array ('From' => $from,

'To' => $to,

'Bcc' => $Bcc, // NEW LINE

'Subject' => $subject,

...

$result = $mail->send($to.', '.$Bcc, $headers, $body); // MODIFIED LINE

if(!PEAR:($result))

typer139

Great Mod!

Hey Crew...

Thanks for the great mod! I've got this working in 1.6ST and just thought of one great addition. Could we add an extra option/email section to the Email Template(s)? This way we could have a specific email just for CC responses, basically stating to the recipient that this is only a CC.. and that any responses/reply s by them will be ignored by the system. Just an idea..

Rich Morgan

consumedsoul

Hey Crew...
Thanks for the great mod! I've got this working in 1.6ST and just thought of one great addition. Could we add an extra option/email section to the Email Template(s)? This way we could have a specific email just for CC responses, basically stating to the recipient that this is only a CC.. and that any responses/reply s by them will be ignored by the system. Just an idea..
Rich Morgan

Excellent idea, +1

dizzyagain

Great Mod

Thank you very much for you work on this - its working well for me.

I am wondering though when the secondary person replies back it creates a new ticket for them - the icing on the cake is if either email address replied it all comes into the same ticket.

Any leads on how I might achieve this would be greatly appreciated

Cheers

kavlito

Works for SMTP

Hey, thanks for this. Took some work, but got it running and further modified it for our needs. We use SMTP mail and this is the only mod I could find to work with SMTP.

I'm going to repeat SMTP over and over because it is so hard to find this SMTP CC mod for SMTP mail.

The one part that kept stumping me was in /include/class.ticket.php, your very last modded section:

if($email){

//Reply separator tag.

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

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

// Change to enable cc on ticket

// J. Pastin 10-21-09

if($ticket->getCcEmail()!='') {

$address=$ticket->getEmail().",".$ticket->getCcEmail();

$email->send($address,$subj,$body);

} else {

$email->send($ticket->getEmail(),$subj,$body);

}

The resolve was I had to add another ending bracket } to the end of the code above.

One issue I had with this mod was that every time you reply, the reply goes to both emails, unless you edit the ticket and remove the cc: email address. So I added a checkbox that is required to tick in order to send to the cc: email address also.

blank

As you can see in the attached screen shot, I placed (repeated) some information from the top of the screen, right above the posting text box.

The last line shows the CC, along with the Edit Ticket button, and the checkbox that is required to send to the CC address.

Modifications: Let me preface this by indicating that we do not use the Client side. Any changes below may affect the Client Side in J.Pastin's code.

Here is the code I added in \include\staff\viewticket.inc.php:

Post Reply

#reply" name="reply" id="replyform" method="post" enctype="multipart/form-data">

mod to add cc to ticket - rh - 052012

Email: <?=Format:($ticket->getEmail())?>

Name: <?=Format:($ticket->getName())?>

Subject: <?=Format:($ticket->getSubject())?>

CC: Email:

<?php

echo $ticket->getCcEmail();

if($thisuser->canEditTickets() || ($thisuser->isManager() && $dept->getId()==$thisuser->getDeptId())) { ?>

&a=edit" title="Edit" class="Icon editTicket"> |

Send to CC?

<?}?>

End Changes

<?=$errors?>

My code starts on the 7th line in the code above and ends on the 20th line.

Then, in \include\class.ticket.php, in J.Pastin's code, everywhere you see this:

if($this->getCcEmail()!='') {

Change to this:

if($this->getCcEmail()!='' && isset($_POST)) {

There should be 4 changes to that code.

Now, every time a customer responds and you reply back, you have the option of whether you want the CC to go out.

FYI: in order for you to be able to edit the CC address, you must also apply J.Pastin's mod on 12-01-2009, 12 PM to update the Edit Ticket screen.

PS: the reason I placed the code ABOVE the posting text box was to coax the user into adding the CC address BEFORE typing their reply in the posting text box. The reason being is that if you've already typed your reply and decide to add a CC address by clicking the Edit Ticket button, you will lose everything that you typed. If anyone knows the proper script to allow you to edit the CC address inline without leaving the screen, that would be very helpful.

Now.... on to figure out how to have the responses from the CC address be part of the same ticket, instead of creating a new ticket.

cc viewticket.jpg

vixxiv

I feel this feature should be included in osTicket 1.7:)