[MOD] Auto-Assignment Rules: Page 3

[MOD] Auto-Assignment Rules

ozkr

i notice that creating a ticket takes like 1 minute to create the ticket after this mod.

can you improve the creating ticket time?

scottro

i notice that creating a ticket takes like 1 minute to create the ticket after this mod.
can you improve the creating ticket time?

The tickets on my system are still created in the same amount of time. I have my osTickets set to check for new mail every minute - and so far whenever I test I still get my tests within a minute.

scottro

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

What I have done with our systems is to include the department assignment when assigning to a user.

So if you were to set your rule to Assign to "Bob" then it would automatically assign it to whatever department bob is in also.

scottro

What I have done with our systems is to include the department assignment when assigning to a user.
So if you were to set your rule to Assign to "Bob" then it would automatically assign it to whatever department bob is in also.

I recently setup a 1.6ST install server just for testing. I will write up a new HowTo on this on my website (http://sudobash.net(http://sudobash.net)) and include that code as well (as it just makes sense).

I'll post back here once its up.

scottro

I recently setup a 1.6ST install server just for testing. I will write up a new HowTo on this on my website (http://sudobash.net(http://sudobash.net)) and include that code as well (as it just makes sense).
I'll post back here once its up.

This is done and has been tested with both RC5 and ST. Please let me know if you run into any issues.

http://sudobash.net/?p=505(http://sudobash.net/?p=505)

tgchen

I am getting this error

Unknown column 'topic' in 'field list'

scottro

See the note on my webpage article directly above "Step 5"

ZeroEffect

DB Errror

Thank you for your help.

I have installed these two mods in this order.

I added the Captcha mod following the directions here.

(http://www.openscriptsolution.com/2009/09/11/how-to-add-captcha-security-code-in-osticket-system-1-6-rc5)

The MOD worked perfectly.

Then I added the auto assign Mod following the directions here. The topic MOD had all ready been added.

(http://www.openscriptsolution.com/2009/10/28/add-auto-assigned-ticket-feature-into-osticket-v1-6-rc5)

I now get this database error message.

You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'ORDER BY staff_id' at line 1

I believe I found the line in the topicautoassin.inc.php file. but it looks good.

db_query('SELECT staff_id, firstname, lastname FROM '.STAFF_TABLE.' WHERE dept_id = '.$dept_id.' ORDER BY staff_id');

When a ticket is filled out and the captcha code is correct and you click submit ticket page is displayed again telling me to enter the correct code. this did work before the auto assign MOD.

Thank you for your help.

ZeroEffect

backspace

Mod the mod?

Any suggestions on how this could be altered? We have emails coming in and creating tickets, but two companies we use have automated email systems and all the info is logged in the message.

ie we have 16 jobs all with the same subject: "Please attend"

and the message (where the actual info is):

You have been assigned to the job at - Repair unit - SN/101133317.

This job has a priority of Reduced Functionality / High

Is there a way of using a delimited rule for 1 email address user@stupidsubjectlines.com to insert "KPP - Repair unit" into the subject (it doesn't matter if it is in the message as well)

Then we can see useful information on the dashboard?

lmg

modified this mod to use receiving email address and help topics

I love this mod--thank you so much for it!!

I've modified it to use the receiving email address as criteria and to be able to assign a help topic. This was my first work like this for osticket, so if there is a better way to implement let me know what you think.

Also, I did remove the "Action" piece of it, so all the elements set get saved. For instance, only if a department is unset will it look for the staff or topic's dept. But this is convenient for my workplace which has several units and staff members that may work across them.

My next projects for this will be to get the editing working, to get it to accept two criteria (eg from a certain email && to a certain email), and maybe to add priority. I was also thinking of adding help topic as criteria.

Step 1 table (note the table with whatever prefix you are using instead of "ost"):

CREATE TABLE IF NOT EXISTS `ost_ticket_rules` (

`id` tinyint(4) NOT NULL auto_increment,

`isenabled` text character set utf8 NOT NULL,

`Category` varchar(125) character set utf8 NOT NULL,

`Criteria` text character set utf8 NOT NULL,

`Department` text character set utf8 NOT NULL,

`Staff` text character set utf8 NOT NULL,

`HelpTopic` text character set utf8 NOT NULL,

`updated` datetime NOT NULL,

`created` datetime NOT NULL,

PRIMARY KEY (`id`)

);

==============================

Step 2: the table constant

In osticket_path/main.inc.php ADD:

define('RULES_TABLE',TABLE_PREFIX.'ticket_rules');

===================================

Step 3: Create osticket_path/scp/rules.php -- For some reason "UPDATE" doesn't work and just resets the page--haven't debugged that yet

<?php

require('staff.inc.php');

 $page='';
$answer=null; //clean start.
 $nav->setTabActive('rules');
$nav->addSubMenu(array('desc'=>'Rules','href'=>'rules.php','iconclass'=>'premade'));
$nav->addSubMenu(array('desc'=>'New Rule','href'=>'add_rule.php','iconclass'=>'newPremade'));
require_once(STAFFINC_DIR.'header.inc.php');
 $query=sprintf("SELECT * FROM ".RULES_TABLE.";");
$result=mysql_query($query);
 // Count table rows
$count=mysql_num_rows($result) or die(mysql_error());;
print "$count rules found";
?>
<table width="100%" border="0" cellspacing="0" cellpadding="0">
<form name="form1" method="POST" action="rules.php">
<tr>
<td>
<table width="100%" border="0" cellspacing="0" cellpadding="5">
 <tr>
<td align="center"><strong>ID</strong></td>
<td align="center"><strong>Delete</strong></td>
<td align="center"><strong>Enabled</strong></td>
<td align="center"><strong>Category</strong></td>
<td align="center"><strong>Contains</strong></td>
<td align="center"><strong>Department</strong></td>
begin added by lmg
<td align="center"><strong>Help Topic</strong></td>
end added by lmg
<td align="center"><strong>Staff</strong></td>
<td align="center"><strong>Last Updated</strong></td>
</tr>
<?php
$class = 'row1';
$counter = 0;
while($rows=mysql_fetch_array($result)){
?>
<tr class="<?=$class?>">
<td align="center"><?=$rows; ?></td>  
<td align="center"><input type="checkbox" name="deleteRule" value="<?=$rows; ?>"></td>
<td align="center"><select name="isenabled"><option value="on" <?if($rows == "on"){print "SELECTED";}?> >On</option><option value="off" <?if($rows == "off"){print "SELECTED";}?>>Off</option></select></td>
<td align="center">
<select name="Category"><option value="subject" <? if($rows == "subject"){print "SELECTED";}?>>Subject</option><option value="email" <? if($rows == "email"){print "SELECTED";}?>>Email</option><option value="email_to" <? if($rows == "email_to"){print "SELECTED";}?>>Email To</option></select>
 </td>
<td align="center"><input name="Criteria" type="text" id="Criteria" value="<? echo $rows; ?>"></td>
<td align="center">
 <select name="Department">
            <option value=0> </option>
            <?
            $depts= db_query('SELECT dept_id,dept_name FROM '.DEPT_TABLE.'');
            while (list($deptId,$deptName) = db_fetch_row($depts)){?>
                <option value="<?=$deptId?>" <? if($deptId == $rows){print SELECTED;}?>><?=$deptName?></option>
                <?}?>
    </select>     
 </td>
begin added by lmg
<td align="center">
 <select name="HelpTopic">
            <option value=0> </option>
            <?
            $topics= db_query('SELECT topic_id,topic FROM '.TOPIC_TABLE.'');
            while (list($topicId,$topicName) = db_fetch_row($topics)){?>
                <option value="<?=$topicId?>" <? if($topicId == $rows){print SELECTED;}?>><?=$topicName?></option>
                <?}?>
    </select>     
</td>
 end added by lmg
<td align="center">
 <select id="Staff" name="Staff" >
                                <option value="0" selected="selected"> </option>
                                <?
                                $sql=' SELECT staff_id,CONCAT_WS(", ",lastname,firstname) as name FROM '.STAFF_TABLE.
                                     ' WHERE isactive=1 AND onvacation=0 ';
                                $depts= db_query($sql.' ORDER BY lastname,firstname ');
                                while (list($staffId,$staffName) = db_fetch_row($depts)){?>
                                    <option value="<?=$staffId?>" <? if($staffId == $rows){print SELECTED;}?>><?=$staffName?></option>
                            <?}?>
                            </select>
</td>
 <td align="center"><? echo $rows; ?></td>
</tr>
<?php
        $class = ($class =='row2') ?'row1':'row2';
        $counter = $counter +1;
}?>
<tr>
<td colspan="7" align="right"><input type="submit" name="Submit" class="button" value="Submit"></td>
</tr>
</table>
</td>
</tr>
</form>
</table>
<?php
$ISENABLED = $_POST;
$CATEGORY = $_POST;
$CRITERIA = $_POST;
$DEPARTMENT = $_POST;
//begin added by lmg
$HELPTOPIC = $_POST;
//end added by lmg
$STAFF = $_POST;
$DELETE = $_POST;
 // Check if button name "Submit" is active, do this
//begin MODIFIED by lmg
if(isset($_POST)){   
 for($i=0;$i<$count;$i++){
  $sql1="UPDATE ".RULES_TABLE." SET isenabled='$ISENABLED', Category='$CATEGORY', Criteria='$CRITERIA', Department='$DEPARTMENT', Staff='$STAFF', HelpTopic='$HELPTOPIC', updated=NOW() WHERE id='$id'";
  $result=mysql_query($sql1);
if(isset($DELETE)){
   $sql2="DELETE from ".RULES_TABLE." WHERE id='$DELETE'";
   $result2=mysql_query($sql2);
  }
}   
//end MODIFIED by lmg
 ?>
<SCRIPT language="JavaScript">
window.location="rules.php";
//
</SCRIPT><?
} mysql_close();
require_once(STAFFINC_DIR.'footer.inc.php');

?>

================================================

See next post

lmg

modified this mod to use receiving email address and help topics #2

Step 4: Create osticket_path/scp/add_rule.php

<?php

require('staff.inc.php');

$page='';

$answer=null; //clean start.

$nav->setTabActive('rules');

$nav->addSubMenu(array('desc'=>'Rules','href'=>'rules.php','iconclass'=>'premade'));

$nav->addSubMenu(array('desc'=>'New Rule','href'=>'add_rule.php','iconclass'=>'newPremade'));

require_once(STAFFINC_DIR.'header.inc.php');

?>

<table width="100%" border="0" cellspacing="1" cellpadding="0">

<form name="form1" method="POST" action="add_rule.php">

<tr>

<td>

<table width="100%" border="0" cellspacing="1" cellpadding="5">

<tr>

<td align="center"><strong>ID</strong></td>

<td align="center"><strong>Enabled</strong></td>

<td align="center"><strong>Category</strong></td>

<td align="center"><strong>Contains</strong></td>

<td align="center"><strong>Staff</strong></td>

<td align="center"><strong>Department</strong></td>

<td align="center"><strong>Help Topic</strong></td>

</tr>

<tr>

<td width="50" align="center"><select name="isenabled"><option value="on">On</option><option value="off">Off</option></select></td>

<td align="center">

<select name="Category"><option value="subject">Subject</option><option value="email">Email</option>

begin added by lmg

<option value="email_to">Email To</option>

end added by lmg

</select>

</td>

<td align="center"><input name="Criteria" type="text" id="Criteria"></td>

<td id="Staff" align="center">

<select name="Staff" >

<option value="0" selected="selected"> </option>

<?

$sql=' SELECT staff_id,CONCAT_WS(", ",lastname,firstname) as name FROM '.STAFF_TABLE.

' WHERE isactive=1 AND onvacation=0 ';

$depts= db_query($sql.' ORDER BY lastname,firstname ');

while (list($staffId,$staffName) = db_fetch_row($depts)){?>

<option value="<?=$staffId?>" ><?=$staffName?></option>

<?}?>

</select>

</td>

<td id="Department" align="center">

<select name="Department">

<option value=0> </option>

<?

$depts= db_query('SELECT dept_id,dept_name FROM '.DEPT_TABLE.'');

while (list($deptId,$deptName) = db_fetch_row($depts)){?>

<option value="<?=$deptId?>" ><?=$deptName?></option>

<?}?>

</select>

begin added by lmg

<td id="HelpTopic" align="center">

<select name="HelpTopic">

<option value=0> </option>

<?

$topics= db_query('SELECT topic_id,topic FROM '.TOPIC_TABLE.' WHERE isactive=1');

while (list($topicId,$topicName) = db_fetch_row($topics)){?>

<option value="<?=$topicId?>" ><?=$topicName?></option>

<?}?>

</select>

</td>

end added by lmg

<tr>

<td colspan="7" align="right"><input type="submit" name="Submit" class="button" value="Submit"></td>

</tr>

</table>

</td>

</tr>

</form>

</table>

<?php

$ISENABLED = $_POST;

$CATEGORY = $_POST;

$CRITERIA = $_POST;

//begin MODIFIED by lmg

if (isset($_POST))

$DEPARTMENT = $_POST;

else

$DEPARTMENT = "0";

if (isset($_POST))

$STAFF = $_POST;

else

$STAFF = "0";

if (isset($_POST))

$HELPTOPIC = $_POST;

else

$HELPTOPIC = "0";

//end MODIFIED by lmg

// Check if button name "Submit" is active, do this

//begin MODIFIED by lmg

if(isset($_POST)){

$sql="INSERT INTO ".RULES_TABLE." (isenabled, Category, Criteria, Department, Staff, HelpTopic, updated, created)

VALUES ('$_POST','$_POST','$_POST','$DEPARTMENT','$STAFF', '$HELPTOPIC', NOW(), NOW())";

//end MODIFIED by lmg

if (!mysql_query($sql))

{die('Error: ' . mysql_error());
}echo "Rule added";
}?>
<SCRIPT language="JavaScript">
&lt;!<!--
window.location="rules.php";
//
</SCRIPT>&gt;<?
mysql_close();
require_once(STAFFINC_DIR.'footer.inc.php');

?>

==================================

Step 5: Modify osticket_path/include/class.ticket.php (note my version uses ',helptopic=' instead of ',topic='):

/*AUTOaSSIGN MOD modified by lmg*/

// BEGIN - sudobash.net Auto-Assignment Rules MOD //

//Last minute checks

$priorityId=$priorityId?$priorityId:$cfg->getDefaultPriorityId();

$deptId=$deptId?$deptId:$cfg->getDefaultDeptId();

$ipaddress=$var?$var:$_SERVER;

         $subject=(Format:($var));
        $email=($var);
       $qry = sprintf("SELECT * FROM ".RULES_TABLE.";");
      $result=mysql_query($qry);
      while ( $row = mysql_fetch_assoc($result)){
       $isenabled=$row;
      $Category=$row;
      $Criteria=$row;
      $Department=$row;
      $Staff=$row;
      
      //begin added by lmg
      $HelpTopic=$row;
      //end added by lmg 
      
      if( "$isenabled" == "on" )
      {
        if( ("$Category" == "subject" && preg_match("/$Criteria/i", $subject)) || ("$Category"  == "email" && preg_match("/$Criteria/i", $email)) || ("$Category"  == "email_to" && preg_match("/$Criteria/i", $email_to)))
        {
                if ($Department>0)
                  $deptId=$Department;
          
                if ($Staff>0)
                  $staffId=$Staff;
                
                if ($Department<=0)
                {
                 $staffId=preg_replace( '/\n/', '', trim($staffId) );
                 $qry = sprintf("SELECT dept_id FROM ".STAFF_TABLE." WHERE staff_id=$Staff;");
                 $result=mysql_query($qry);
                 while ( $row = mysql_fetch_assoc($result)){
                  $deptId=$row;
                  }
                
                }
                
                $topic = new Topic($HelpTopic);
                $topicDesc = $topic->getName(); 
                
                if ($Department<=0) 
                  $deptId = $topic->getDeptId();
              }            
           }
       
        } // End while loop
         //We are ready son...hold on to the rails.
        $extId=Ticket:();
        $sql=   'INSERT INTO '.TICKET_TABLE.' SET created=NOW() '.
                ',ticketID='.db_input($extId).
                ',priority_id='.db_input($priorityId).
                ',email='.db_input($var).
                ',name='.db_input(Format:($var)).
                ',subject='.db_input($subject).
                ',dept_id='.db_input($deptId).
                ',staff_id='.db_input($staffId).
                ',helptopic='.db_input(Format:($topicDesc)).
                ',phone='.db_input($var).
                ',phone_ext='.db_input($var?$var:'').
                ',ip_address='.db_input($ipaddress).
                ',source='.db_input($source);

// END - sudobash.net Auto-Assignment Rules MOD

============================================

Step 6: Modify osticket_path/include/class.nav.php (have not changed at all) to include:

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

scottro

Right on, I'm glad you like it and I'm happy to see you were able to modify it for your needs. I haven't spent any time with any of my MODs recently except for the Reports MOD.

ZeroEffect

I have added the auto assign ability to web based tickets and the help topics. I'll share once I am finished testing, so far so good. The only issue I have is only managers of the group/department are sent emails.

If I have a department called "Tier 1" and there are three people in the department.

Bob, John, and Sara

With Bob being the manager if a ticket is assigned to Bob an email gets sent out to Bob. When a ticket is assigned to John or Sara, emails are not sent to them but to the manager Bob. When no manager is selected for the department emails are sent to no one.

I am not sure if this is a MOD issue or just how OSTicket works.

Anyone have thoughts on this?

Thanks

ZeroEffect

lmg

What are your Alerts & Notices settings in the Admin panel -> Settings tab (scroll all the way to the bottom)?

ZeroEffect

my settings

These are my settings. enabled/selections are in bold.

Notices sent to user use 'No Reply Email' whereas alerts to staff use 'Alert Email' set above as FROM address respectively.

New Ticket Alert: Enabled

Select recipients

Admin Email Department Manager Department Members (spammy)

New Message Alert: EnableSelect recipients

Last Respondent Assigned Staff Department Manager (spammy)

New Internal Note Alert: Enable

Select recipients

Last Respondent Assigned Staff Department Manager (spammy)

Overdue Ticket Alert: Enable

Admin Email gets an alert by default. Select additional recipients below

Assigned Staff Department Manager Department Members (spammy)

System Errors: Enabled errors are sent to admin email set above

System Errors SQL errors Excessive Login attempts

ZeroEffect

My additions to this MOD

While this MOD did most of what I wanted it did not auto assign for client web based tickets. After looking at the code and trial and error I have auto assign working for client web based tickets.

Here is everything I did.

Modified the rules.php and add_rule.php to use help topics in the system.

Modified the code in class.ticket.php to look for web based tickets.

Modifying the rules.php file.

Original MOD code

<td align="center"><strong>Category</strong></td>

<td align="center"><strong>Contains</strong></td>

<td align="center"><strong>Assign To</strong></td>

My change

<td align="center"><strong>Category</strong></td>

<td align="center"><strong>Help Topic</strong></td>

<td align="center"><strong>Assign To</strong></td>

Original MOD Code

<select name="Category"><option value="subject" <? if($rows == "subject"){print "SELECTED";}?>>Subject</option><option value="email" <? if($rows == "email"){print "SELECTED";}?>>Email</option></select>

My Change

<select name="Category"><option value="web" <? if($rows == "web"){print "SELECTED";}?>>Web</option><option value="subject" <? if($rows == "subject"){print "SELECTED";}?>>Subject</option><option value="email" <? if($rows == "email"){print "SELECTED";}?>>Email</option></select>

Changes to the add_rule.php file.

Original MOD code

<td align="center"><strong>Category</strong></td>

<td align="center"><strong>Contains</strong></td>

<td align="center"><strong>Assign To</strong></td>

My change

<td align="center"><strong>Category</strong></td>

<td align="center"><strong>Help Topic</strong></td>

<td align="center"><strong>Assign To</strong></td>

Original MOD code

<input name="Criteria" type="text" id="Criteria">

My Change

<select name="Criteria">

<option value=0> </option>

<?

$topics= db_query('SELECT topic_id,topic FROM '.TOPIC_TABLE.'');

while (list($topicId,$topicName) = db_fetch_row($topics)){?>

<option value="<?=$topicName?>" ><?=$topicName?></option>

<?}?>

</select>

The changes above renamed my cell titles and populated my criteria with help topics.

Changes to the /include/class.ticket.php file.

Orignal MOD code

$subject=(Format:($var));

$email=($var);

$qry = sprintf("SELECT * FROM ost_ticket_rules;");

My Changes

$subject=(Format:($var));

$email=($var);

// add web selection

$web=(Format:($topicDesc));

// End

$qry = sprintf("SELECT * FROM ost_ticket_rules;");

Original MOD code

if( "$isenabled" == "on" )

{

if( "$Category" == "subject" )

{

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

{

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

{

$deptId=$Department;

}

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

{

$staffId=$Staff;

$staffId=preg_replace( '/\n/', '', trim($staffId) );

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

$result=mysql_query($qry);

while ( $row = mysql_fetch_assoc($result)){

$deptId=$row;

}

My Changes

if( "$isenabled" == "on" )

{

// Add web check

if( "$Category" == "web" )

{

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

{

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

{

$deptId=$Department;

}

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

{

$staffId=$Staff;

$staffId=preg_replace( '/\n/', '', trim($staffId) );

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

$result=mysql_query($qry);

while ( $row = mysql_fetch_assoc($result)){

$deptId=$row;

}

// End

elseif( "$Category" == "subject" ) //orignal start of the "if" statment.

I also had to change this line because I am running version 1.6ST

// Pre 1.6ST ',topic='.db_input(Format:($topicDesc)).

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

Now all client web tickets auto assign. now I have only one more thing to add and that is a priority for each rule. Help topic X get a priority of high while help topic Y gets a priority of normal and so on. I know it can be done, but how.

I don't think I missed any of my changes. I am sure someone will post if I did. :)

This is a great MOD!

ZeroEffect

Rules with Priorities!

Took me a bit but I got it working. the rules will now also assign a priority based on the rule.

First I added a column to the ticket_rules table, Priority.

// I think this was the code I used.

alter table ost_ticket_rules add column Priority text

Changes to the spc/rules.php file

add the priority column header

<td align="center"><strong>Priority</strong></td>

<td align="center"><strong>Last Updated</strong></td>

Added the combo box to the table cell

<td>

<select name="Priority">

<option value=""></option>

<option value="3" <? if($rows == "3"){print "SELECTED";}?>>High</option>

<option value="2" <? if($rows == "2"){print "SELECTED";}?>>Normal</option>

<option value="1" <? if($rows == "1"){print "SELECTED";}?>>Low</option>

</select>

</td>

<td align="center"><? echo $rows; ?></td>

added the variable and edited the sql statment

$STAFF = $_POST;

$PRIORITY = $_POST; //added this line

$DELETE = $_POST;

Updated the sql Statment.

$sql1="UPDATE ost_ticket_rules SET isenabled='$ISENABLED', Category='$CATEGORY', Criteria='$CRITERIA', Action='$ACTION',

Department='$DEPARTMENT', Staff='$STAFF', Priority='$PRIORITY', updated=NOW() WHERE id='$id'";

$result=mysql_query($sql1);

Changes to the spc/add_rules.php file

<!<!-- Add Priority column and table cell

<td align="center">><strong>Priority</strong></td>

<td align="center">

<select name="Priority">

<option value="3">High</option>

<option value="2">Normal</option>

<option value="1">Low</option>

</select>

</td>

add the variable and change the sql statment

$PRIORITY = $_POST;

$sql="INSERT INTO ost_ticket_rules (isenabled, Category, Criteria, Action, Department, Staff, Priority, updated, created)

VALUES ('$_POST','$_POST','$_POST','$_POST','$_POST','$_POST', '$_POST', NOW(), NOW())";

edited the include/class.ticket.php file

//Add the priority

$Staff=$row;

$Priority=$row; // new line

//and assign it the value from the rules in the if statments, all of them.

$priorityId=$Priority;

$priorityId=preg_replace( '/\n/', '', trim($priorityId) );

$staffId=$Staff;

$staffId=preg_replace( '/\n/', '', trim($staffId) );

Now when rule criteria are met the default priority is over ruled by the priority set in the rule.

I have one thing left to do to the rules.php file. Ok two things.

Need to load the help topics in a combo box and select the active topic

Rule updates do not work. they did not work before all of my changes. I need to find some logs.

Any help on those two things is welcome.

Thanks

ZeroEffect

Okay, I got the help topics on the rules page completed.

<input name="Criteria" type="text" id="Criteria" value="<? echo $rows; ?>">

<select name="Criteria">

<option value=0> </option>

<?

$topics= db_query('SELECT topic_id,topic FROM '.TOPIC_TABLE.'');

while (list($topicId,$topicName) = db_fetch_row($topics)){?>

<option value="<?=$topicName?>" <? if($topicName == $rows){print SELECTED;}?>>><?=$topicName?></option>

<?}?>

</select>

now to get the rules to update.....

ZeroEffect

And complete.

Finally I got updating rules to work. I was able to find that the id in the sql statement was not being set or referenced.

in the scp/rules.php file we need to add the ID to each row and assign it. I added this line in the same cell as the check box for deleting the row.

<input name="id" type="hidden" value="<?=$rows; ?>">

here it is in the cell

<td align="center"><input name="id" type="hidden" value="<?=$rows; ?>"><input type="checkbox" name="deleteRule" value="<?=$rows; ?>"></td>

Doing the above gave me the data without showing the id number.

Now all I had to do was assign it to the variable all ready in the sql statement.

$id = $_POST; //added line

$ISENABLED = $_POST;

$CATEGORY = $_POST;

Now everything works! Great MOD!

ZeroEffect

dr-reen

Is there any possibility to check not only the subject but the whole email text for a certain phrase to create an auto-assignment rule?

This is really something I am desperately looking for :-)

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