[MOD] Auto-Assignment Rules: Page 2

[MOD] Auto-Assignment Rules

sternen

Scottro,

After having to take a break from working on this for a few weeks due to a death in the family, I was able to get back at it this weekend. I managed to get Staff Assignment working as it should. The problem I ran into was they way I edited include/class.ticket.php. I have a number of custom fields and try to work around those I mucked it up a bit. Once I re-followed you instruction and then copied my custom fields back into the list it worked.

Have you givin' any more thought into how to add HelpTopic to criteria to set automatically?

Pete

prash_ost

error while using the above code

The following error occured wen i used the above code under class.ticket.php

Unknown column 'topic' in 'field list'

on closer look the code replaced in class.ticket.php file

the following line was the culprit

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

the original downloaded source code contains the column 'helptopic' and the table ost_ticket in db had no column as "topic" but had 'helptopic'

so i changed it now and its working fine.

as i'm not familiar with php or any form of programming i just want to know that is the change i did, right ???

prash_ost

showing wrong tabs

Hi,

After make necessary changes.. found that wen i click on the rules tab in "admin panel" it takes me to "staff panel" main page with "Rules" and "New Rule" showing up under the "Tickets" tab.

i seem to hav done some goof-up can anyone point me in the right direction here??

thanks ahead

scottro

Hi,
After make necessary changes.. found that wen i click on the rules tab in "admin panel" it takes me to "staff panel" main page with "Rules" and "New Rule" showing up under the "Tickets" tab.
i seem to hav done some goof-up can anyone point me in the right direction here??
thanks ahead

Uhhh, yea I'm not sure how you managed that

On mine I have the Rules tab only setup under the Staff Panel.

prash_ost

@[deleted]

... well i wanted the rules tab to be under admin panel ...i don't want the staff to make changes in the rules.... hence i placed the "$tab....." directive under the admin panel and not under staff panel in the class.nav.php file...

is there anyway i can make it work under the admin panel ??

scottro

... well i wanted the rules tab to be under admin panel ...i don't want the staff to make changes in the rules.... hence i placed the "$tab....." directive under the admin panel and not under staff panel in the class.nav.php file...
is there anyway i can make it work under the admin panel ??

Yea, I'm not sure there, I have another tab in my admin panel that acts exactly the same way as you describe. Never looked back into it since setting it up. If I get a chance I'll look into it but it'll probably be awhile as I've got some projects going on right now. The other thing you could do is still put it in the staff panel but then only make it visible "if user is admin; then show tab"

prash_ost

@[deleted]

in the following code .. i have placed it under

"if($thisuser && $thisuser->canManageKb())" so its not showing up in the staff login .. but able to view under admin login .. guess that shuld be ok ...

if($thisuser->isAdmin() && strcasecmp($pagetype,'admin')==0)

{

$tabs=array('desc'=>'Dashboard','href'=>'admin.php?t=dashboard','title'=>'Admin Dashboard');

$tabs=array('desc'=>'Settings','href'=>'admin.php?t=settings','title'=>'System Settings');

$tabs=array('desc'=>'Emails','href'=>'admin.php?t=email','title'=>'Email Settings');

$tabs=array('desc'=>'Help Topics','href'=>'admin.php?t=topics','title'=>'Help Topics');

$tabs=array('desc'=>'Staff','href'=>'admin.php?t=staff','title'=>'Staff Members');

$tabs=array('desc'=>'Departments','href'=>'admin.php?t=depts','title'=>'Departments');

}

else

{

$tabs=array('desc'=>'Tickets','href'=>'tickets.php','title'=>'Ticket Queue');

if($thisuser && $thisuser->canManageKb())

{

$tabs=array('desc'=>'Rules','href'=>'rules.php','title'=>'Rules');

$tabs=array('desc'=>'Knowledge Base','href'=>'kb.php','title'=> 'Knowledge Base: Premade');

}

$tabs=array('desc'=>'Directory','href'=>'directory.php','title'=>'Staff Directory');

$tabs=array('desc'=>'My Account','href'=>'profile.php','title'=>'My Profile');

}

scottro

Ah, yep. That will work depending on whether you let only admins manage the KB. Otherwise if you give X user the ability to see the KB then they'll see that as well. If you wanted just admins you could just move it up around 10 lines so its within the following code:

if($thisuser->isAdmin() && strcasecmp($pagetype,'admin')==0)

{$tabs=array('desc'=>'Dashboard','href'=>'admin.php?t=da shboard','title'=>'Admin Dashboard');
$tabs=array('desc'=>'Settings','href'=>'admin.php?t=set tings','title'=>'System Settings');
$tabs=array('desc'=>'Emails','href'=>'admin.php?t=email ','title'=>'Email Settings');
$tabs=array('desc'=>'Help Topics','href'=>'admin.php?t=topics','title'=>'Hel p Topics');
$tabs=array('desc'=>'Staff','href'=>'admin.php?t=staff' ,'title'=>'Staff Members');
$tabs=array('desc'=>'Departments','href'=>'admin.php?t= depts','title'=>'Departments');

}

RD1945

Is there a possibility to write a tutorial for osTicket 1.6 FINAL?

I really need this to work but if I follow this tutorial, it doesn't work.

I've tried to set everything up but the tickets won't show up (I use pop3 polling btw).

As soon as I remove the MOD it works again (of course without auto-assigning the ticket).

scottro

Is there a possibility to write a tutorial for osTicket 1.6 FINAL?
I really need this to work but if I follow this tutorial, it doesn't work.
I've tried to set everything up but the tickets won't show up (I use pop3 polling btw).
As soon as I remove the MOD it works again (of course without auto-assigning the ticket).

Sure, I can some up with something but I'm actually out of town the rest of the week and I'm full up today so it will be next week some time. I'll post it to my website and reply here when its up.

passenger

Hi, in your code is missing else clause on

if (preg_match("/$Criteria/i", $subject))

and

if (preg_match("/$Criteria/i", $email))

And in this case if ticket is not matching the rules, we received DB error.

It must be:

if (preg_match("/$Criteria/i", $subject))

{

if( "$Action" == "deptId" )

{

$deptId=$Department;

}

elseif( "$Action" == "staffId" )

{

$staffId=$Staff;

$qry = sprintf("SELECT dept_id FROM `ost_staff` WHERE staff_id=$Staff;");

$result=mysql_query($qry);

while ( $row = mysql_fetch_assoc($result))

{$deptId=$row;}

}

else

{

$staffId=0;

}

And:

if (preg_match("/$Criteria/i", $email))

{

if( "$Action" == "deptId" )

{

$deptId=$Department;

}

elseif( "$Action" == "staffId" )

{

$staffId=$Staff;

$qry = sprintf("SELECT dept_id FROM `ost_staff` WHERE staff_id=$Staff;");

$result=mysql_query($qry);

while ( $row = mysql_fetch_assoc($result))

{$deptId=$row;}

}

else

{

$staffId=0;

}

scottro

Hmmm, not sure how you've got this code implemented but in its current form on Page 1 its been working perfectly for me for 3 months. And there are loads of tickets that the rules aren't applied to.

passenger

Yes, the code is from 1st page ... and was implemented ... but it never works without "else" clause.

What is happen wneh the ticket not mached the rules ?

Then stuaffId is empty, but in DB staffId is not null field. So, I receive DB error.

Pitchuk

please help

Hi I have a number of emails linked to osTicket. I would like a particular email address to assign to a particular person.

e.g. emails sent to hamish@domain to automatically be assigned to hamish

emails sent to david@domain to automatically be assigned to david

Any one got any ideas

Saw this

http://osticket.com/forums/showthrea...+assign&page=1(http://osticket.com/forums/showthrea...+assign&page=1)

but only does auto assign for subject and from email

surely its not that complex but i am not great at php so am stuck

freddyvangeel

Thanks for this mod, it's really helpful.

Is it possible to make a rule to auto assign a ticket that's for a specific help topic?

So topic a goes to staff a and topic b to staff b and so on?

Thanks again, this would really help me!

scottro

Hi I have a number of emails linked to osTicket. I would like a particular email address to assign to a particular person.
e.g. emails sent to hamish@domain to automatically be assigned to hamish
emails sent to david@domain to automatically be assigned to david
Any one got any ideas
Saw this
http://osticket.com/forums/showthrea...+assign&page=1(http://osticket.com/forums/showthrea...+assign&page=1)
but only does auto assign for subject and from email
surely its not that complex but i am not great at php so am stuck

I've tried to implement this myself but have been unsuccessful in grabbing the "To" email address. This would solve a big problem for me if I could get it to work. If I ever do I'll post a note back here.

scottro

Thanks for this mod, it's really helpful.
Is it possible to make a rule to auto assign a ticket that's for a specific help topic?
So topic a goes to staff a and topic b to staff b and so on?
Thanks again, this would really help me

You could probably modify the help topic section to allow for assigning to specific people instead of Departments.

freddyvangeel

thanks for your reply, but i'm not that much of a programmer.

(ctrl+c - ctrl+v and google are my friend!)

what i really need is this;

i have 3 departments;support-productinfo-pricing.

the support should go unassigned so the manager would take care of this.

the other 2 should be assigned to 1 person (who's in charge of this)

how can i achieve this?

ozkr

Can you show us how to implement this to the 1.6 Stable Version plz?

it works in 1.6 stable version: the same modificacions for the last version and it works.

Nice MOD!

ozkr

i´ve found a bug.

when you add 2 rules with the same "Criteria"

Example:

Enable: On

Category: Subject

Criteria: Lol

Assigned to: dept

Departmen

and

Enable: On

Category: Subject

Criteria: Lol

Assigned to: Staff

Staff: Me

it should assign the ticket to me and to MyDept but it only takes the last rule.

is there a fix for this?

Thanks

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