[MOD] Set Open/Answered on Ticket Reply

bkonia

This mod allows the staff member, when replying to a ticket, to select whether the ticket status should be "Open" or "Answered" after sending the reply. Most of the time, you want the status to be Answered, since when you reply to a ticket, you normally wait to hear back from the customer before doing anything further. However, there may also be situations in which you need to do more work on the ticket, but you want to reply to the customer, to let him know that it's being worked on. Thus, by leaving the ticket status as Open, you will be reminded that you still have more work to do on it before it can be considered Answered.

The mod requires adding a radio button group to include/staff/viewticket.inc.php. For version 1.6ST, this should be added on line 348, immediately before the Ticket Status . Here's the code:

Ticket State: Open Answered

It also requires modifying scp/tickets.php around line 117 as follows:

if($ticket->isopen()){ //BSK Allow staff users to set the ticket state to Open or Answered on reply

if ($_POST == 'answered')

$ticket->markAnswered();

else

$ticket->markUnAnswered ();

mig2000

DO you have a sample screen of this mod?

ckcomputers

i just got this i put it in the actions drop down it sorta works. first goto the SCP Folder and click on the tickets file

goto line 301 where you will see

case 'overdue':

//Mark the ticket as overdue

if(!$thisuser->isadmin() && !$thisuser->isManager()){

$errors='Perm. Denied. You are not allowed to flag tickets overdue';

}else{

if($ticket->markOverdue()){

$msg='Ticket flagged as overdue';

$note=$msg;

if($_POST) {

$ticket->setPriority($_POST);

$ticket->reload();

$note.=' and status set to '.$ticket->getPriority();

}

$note.=' by '.$thisuser->getName();

$ticket->logActivity('Ticket Marked Overdue',$note);

}else{

$errors='Problems marking the the ticket overdue. Try again';

}

break;

right below that add this will move the ticket to answered

case 'answered':

//Mark the ticket as answered

if(!$thisuser->isadmin() && !$thisuser->isManager()){

$errors='Perm. Denied. You are not allowed to move tickets';

}else{

$msg='Ticket moved to billed';

if($ticket->markanswered()){

}

break;

if you want to have a move to open option add the follow below

case 'schedule':

//Mark the ticket as Ticket updated successfully

if(!$thisuser->isadmin() && !$thisuser->isManager()){

$errors='Perm. Denied. You are not allowed to move tickets';

}else{

$msg='Ticket moved to scheduled';

if($ticket->markunanswered()){

}

break;

now open your viewticket file in the staf folder

goto like 294 where you have the code

<?if(!$ticket->isoverdue()){ ?>

<option value="overdue" <?=$info=='overdue'?'selected':''?> >Mark Overdue</option>

<?}?>

add this below that

<option value="answered" <?=$info=='answered'?'selected':''?> >Billing</option>

<option value="schedule" <?=$info=='schedule'?'selected':''?> >Schedule</option>

this code will add both options sorry not to detailed just a quick post