Auto Assign Ticket

wizard210

I'm loving this helpdesk. I'm the only person that is part of the helpdesk team. Is there a way to just automatically have the support ticket assigned to me. I found the mod from masino_sinaga but it didn't work for me. Does any one else have a trick to do this?

scottro

Wizard,

You can set it to assign to a specific staff_id by editing the following:

include/class.ticket.php

Find the section that starts with the comment...

//We are ready son...hold on to the rails.

Under that comment out the original staff_id line and replace it with something like the following:

// ',staff_id='.db_input($staffId).

',staff_id='.db_input(2).

Where 2 is your actual staff id (maybe just 1 if you are the only staff member)

ozkr

can you explain your self better plz?

im trying to auto assign the tickets by amount of tickets assigned in each staff.

if staff 1, 2 and 3 have 10 tickets each and staff 4 only 3 tickets then the next ticket will be auto assigned to staff 4 when the ticket is created.

do you know where and how to star?

scottro

can you explain your self better plz?
im trying to auto assign the tickets by amount of tickets assigned in each staff.
if staff 1, 2 and 3 have 10 tickets each and staff 4 only 3 tickets then the next ticket will be auto assigned to staff 4 when the ticket is created.
do you know where and how to star?

Ah, well thats different then. You'd need to first query the database for all staff in the department and reference how many tickets they have open, then you could sort ascending and limit 1. That way you'll always get whoever has the least, then assign the ticket to that user.

ozkr

can you make a little script for reference?

i know this will be a very popular mod.

wizard210

Wizard,
You can set it to assign to a specific staff_id by editing the following:
include/class.ticket.php
Find the section that starts with the comment...
//We are ready son...hold on to the rails.
Under that comment out the original staff_id line and replace it with something like the following:
// ',staff_id='.db_input($staffId).
',staff_id='.db_input(2).
Where 2 is your actual staff id (maybe just 1 if you are the only staff member)

I don't have this anywhere in my include/class.ticket

This is what it looks like.

//We are ready son...hold on to the rails.

$extId=Ticket:();

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

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

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

',topic_id='.db_input($topicId).

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

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

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

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

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

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

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

',ip_address='.db_input($ipaddress).

',source='.db_input($source);

wizard210

nevermind I finally got it to work.

scottro

can you make a little script for reference?
i know this will be a very popular mod.

I'll look into it when I have some time. Most people have multiple departments though ( I think ). And this would need to look at one specific department. Otherwise someone from Engineering with no tickets would get a ticket thats really intended for Software Development or whatnot and that wouldn't be helpful at all. But if someone is using "Support" alone then yea it'd be helpful.

freddyvangeel

hi,

i think this is close to what i need, but not exactly.

i'd like to have a ticket assigned to a person, when it's sent to a specific department.

so i have 2 departments; support and info.

the info one should allways go to the info guy, the support should be unassigned, to be assigned by a admin or manager.

thanks if someone can help me!

lusy65

Hello

Just a quick question. I have just set up spiceworks and trying to get the ticket system up and running.

I have set up the email account, but would like to have all tickets assigned to the helpdesk admin automatically. He can then assign tickets to others if need be.

I can do this manually (my name is the admin account), but this really needs to happen automatically. I assume that this should be possible with ticket rules?

Also when I email the support account (support@) it doesn't seem to come into the ticket system at all. It's using an exchange server, but the account is hidden from any address list. I can't image that this would make a difference at all?

Thank you