Plea for help is toward the bottom, first the back story:
We recently switched from another ticket system to OSTicket and have found ourselves in a bind. Our old system allowed people to be cc'd on the tickets by both client and staff. I've seen some cc solutions here in the forums but none of them take this as far as what we're needing. So, I'm attempting to make the mod to bring it back in line with what our users are expecting.
The goal my endeavor it to get OSTicket to allow unlimited cc's on the ticket (not individual replies). Additionally, if someone creates a ticket via email, the system will need to be able to check the cc field of the email and include any addresses that are there.
So far, I've created the new db table like so:
CREATE TABLE `ost_ticket_cc` (
`cc_id` int(11) NOT NULL auto_increment,
`ticket_id` int(11) NOT NULL,
`cc_email` varchar(255) collate utf8_unicode_ci NOT NULL,
PRIMARY KEY (`cc_id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci;
and I've edited /upload/main.inc.php adding
define('TICKET_CC_TABLE',TABLE_PREFIX.'ticket_cc');
and on /upload/include/class.ticket.php I added
var $cc_email;
Now here's where I'm unsure which way to proceed. The query located around line 62 in /include/class.ticket.php could easily be modified to include the new table. But that will often return multiple rows and the code after it is only expecting a single row to return. So, do I modify that code (and if so, how?), or run a second query to get the list?
If anyone has any advice it would be greatly appreciated. :
