Closed tickets per staff

abrookins

Hey all,

I'm writing some reports and mods for osTicket 1.6.rc5.

One of the requirements we have is pulling an accurate list of tickets closed and assigned per staff. However, osTicket appears to zero out the staff_id in the tickets table when someone closes a ticket.

I noticed close() in class.tickets appears to be responsible for this zeroing:

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',staff_id=0,isoverdue=0,duedate=NULL,updated=NOW(),closed=NOW() '.

' WHERE ticket_id='.db_input($this->getId());

Which is unfortunate because it means I can't write a couple of the reports we need the most. I know how to change this code to store the staff ID, but before I do that, I want to make sure I'm understanding the problem first.

Is there, in fact, no other way but modifying this code to pull an accurate report of the tickets a particular staff member closed?

Is the problem the same -- IE, no staff data for closed tickets -- when considering how to get the (closed) tickets that were assigned to staff members during a period of time?

Thanks,

Andrew

mariux

session variable - user id

hi!

basically, what i need is the session variable that handles the current user (user logged in).

i want to save the user that closes a ticket, as it is quite a valuable information to me.

i have no complicated mods to do... as far as i can see, all i need to change is this piece of code in class.ticket.php:

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').', closed_by='. $_SESSION .', isoverdue=0,duedate=NULL,updated=NOW(),closed=NOW() WHERE ticket_id='.db_input($this->getId());

obviously, $_SESSION is not the one, as it stores the email address... quite useless information to carry across a session (my opinion).

so, how do i get the ID of the staff/user that is currently logged on?

abrookins

re: session variable for staff ID

Hey,

osTicket stores the current user ID in a global variable, so first you need to declare that variable in the method you're editing:

global $thisuser;

Then get the user ID:

$user_id = $thisuser->getId();

You might also want to throw in a check if the user really is a staff member:

if($thisuser->isStaff()) {

// do something cool

}

You're probably better off using this object rather than session variables directly.

That should get you started.

Andrew

mariux

yeap, that should do it!

thanks!

oatmeal

Post the reporting mod when you can. Our group needs a report type feature for IT auditors. This is exactly what we are looking for.

andrewg

for tickets closed by staff could you not just use:

select count(*) as number, username from ost_ticket_note, ost_staff

where ost_staff.staff_id = ost_ticket_note.staff_id

and title = 'Ticket status changed to Closed'

group by ost_ticket_note.staff_id

order by number desc;