Closed Ticket becomes unassigned

chunksmurray

Hi all,

We have just started using osTicket and found the forums to be extremely helpful.

My question is, when we close an Assigned ticket it then becomes Unassigned. Is there a way to maintain the original assignment when the ticket is closed?

I'm not sure if this is a mod, something we are doing incorrectly or just the way it works!

Thanks for your help,

Corey

You may want to read this: http://osticket.com/forums/project.php?issueid=24(http://osticket.com/forums/project.php?issueid=24).

chunksmurray

Thanks for your quick response.

Cheers,

grover66

Hi all,
We have just started using osTicket and found the forums to be extremely helpful.
My question is, when we close an Assigned ticket it then becomes Unassigned. Is there a way to maintain the original assignment when the ticket is closed?
I'm not sure if this is a mod, something we are doing incorrectly or just the way it works!
Thanks for your help,
CM

Modify the following file, removing the staff_id=0 from the line;

include/class.ticket.php;

Original:

//Close the ticket

function close(){

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',staff_id=0,isoverdue=0,updated=NOW(),closed=NOW() '.

' WHERE ticket_id='.db_input($this->getId());

return (db_query($sql) && db_affected_rows())?true;

}

Updated:

//Close the ticket

function close(){

global $thisuser;

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',staff_id='.db_input($thisuser->getId()).

',isoverdue=0,updated=NOW(),closed=NOW() '.

' WHERE ticket_id='.db_input($this->getId());

return (db_query($sql) && db_affected_rows())?true;

}

Now when you close a ticket, it remains tied to the staff member that closed it.... not returning to "unassigned".

Mike :)

chunksmurray

Hi Mike,

Thanks so much for that, it works perfectly! Exactly what I was after.

Very simple and painless fix in the end!

Cheers,

grover66

After modifying the include/class.ticket.php to keep the staff_id intact on close, I found that the "My Tickets" count was incorrect (included closed tickets in count). So I was able to find out that the scp/tickets.php is where that number is calculated... So you need to change the following line to fix the miscount;

In scp/tickets.php:

From:

list($assigned)=db_fetch_row(db_query('SELECT count(*) FROM '.TICKET_TABLE.' WHERE staff_id='.db_input($thisuser->getId())));

To:

list($assigned)=db_fetch_row(db_query('SELECT count(*) FROM '.TICKET_TABLE.' WHERE status="open" AND staff_id='.db_input($thisuser->getId())));

You also need to update the following in include/staff/tickets.inc.php to only show open tickets in your Assigned tickets list.

From:

case 'assigned':

//$status='Open'; //

To:

case 'assigned':

$status='Open';

Cheers,

Mike :)

chunksmurray

Thank you once again!

I had only just implemented the original change and came across the same issue as you describe.

Cheers,

jpowers40828

This is a great mod, helps me see quickly who did what. However, I changed it a little so that the staffid doesn't get changed at all, as sometimes I get phone calls to close tickets for other people who handled it and such. This way it stays unassigned if it wasn't assigned, or assigned to the person it was assigned to before closing.

//Close the ticket

function close(){

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',isoverdue=0,updated=NOW(),closed=NOW() '.

' WHERE ticket_id='.db_input($this->getId());

return (db_query($sql) && db_affected_rows())?true;

}

cch

great work

very great work and it help to solve my problem.

thanks alot for sharing

rogden21

Same problem Resolved

I was experiencing the same issue with the ticket being unassigned when it was closed. I implemented the PHP code in a previous post it and worked like a charm.

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',isoverdue=0,updated=NOW(),closed=NOW() '.

' WHERE ticket_id='.db_input($this->getId());

return (db_query($sql) && db_affected_rows())?true;

quatog

Tip not working on 1.6 RC5

Hi Guys, this thread needs an update:

Your tips do not work on 1.6 RC5 release. Plus on Mike's post:

In scp/tickets.php:

From:

list($assigned)=db_fetch_row(db_query('SELECT count(*) FROM '.TICKET_TABLE.' WHERE staff_id='.db_input($thisuser->getId())));

To:

list($assigned)=db_fetch_row(db_query('SELECT count(*) FROM '.TICKET_TABLE.' WHERE status="open" AND staff_id='.db_input($thisuser->getId())));

This code is not there anymore.

Please help

Thanks :

cube28

1.6 RC5 Update

Hi Guys, this thread needs an update:
Your tips do not work on 1.6 RC5 release. Plus on Mike's post:
In scp/tickets.php:
This code is not there anymore.
Please help
Thanks :

I did it for 1.6 RC5 - all u have to do are these updates:

\include\staff\tickets.inc.php

FROM

case 'assigned':

// $status='Open'; //

case 'assigned':

$status='Open';

\include\class.ticket.php

FROM

//Close the ticket

function close(){

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',staff_id=0,isoverdue=0,duedate=NULL,updated=NOW(),closed=NOW() '.

' WHERE ticket_id='.db_input($this->getId());

return (db_query($sql) && db_affected_rows())?true;

}

//Close the ticket

function close(){

global $thisuser;

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',staff_id='.db_input( $thisuser->getId()).

',isoverdue=0,updated=NOW(),closed=NOW() '.

' WHERE ticket_id='.db_input($this->getId());

return (db_query($sql) && db_affected_rows())?true;

}

\scp\tickets.php

FROM

/*quick stats...*/

$sql='SELECT count(open.ticket_id) as open, count(answered.ticket_id) as answered '.

',count(overdue.ticket_id) as overdue, count(assigned.ticket_id) as assigned '.

' FROM '.TICKET_TABLE.' ticket '.

'LEFT JOIN '.TICKET_TABLE.' open ON open.ticket_id=ticket.ticket_id AND open.status=\'Open\' AND open.isanswered=0 '.

'LEFT JOIN '.TICKET_TABLE.' answered ON answered.ticket_id=ticket.ticket_id AND answered.status=\'Open\' AND answered.isanswered=1 '.

'LEFT JOIN '.TICKET_TABLE.' overdue ON overdue.ticket_id=ticket.ticket_id AND overdue.status=\'Open\' AND overdue.isoverdue=1 '.

'LEFT JOIN '.TICKET_TABLE.' assigned ON assigned.ticket_id=ticket.ticket_id AND assigned.staff_id='.db_input($thisuser->getId());

if(!$thisuser->isAdmin()){

$sql.=' WHERE ticket.dept_id IN('.implode(',',$thisuser->getDepts()).') OR ticket.staff_id='.db_input($thisuser->getId());

}

$sql='SELECT count(open.ticket_id) as open, count(answered.ticket_id) as answered '.

',count(overdue.ticket_id) as overdue, count(assigned.ticket_id) as assigned '.

' FROM '.TICKET_TABLE.' ticket '.

'LEFT JOIN '.TICKET_TABLE.' open ON open.ticket_id=ticket.ticket_id AND open.status=\'Open\' AND open.isanswered=0 '.

'LEFT JOIN '.TICKET_TABLE.' answered ON answered.ticket_id=ticket.ticket_id AND answered.status=\'Open\' AND answered.isanswered=1 '.

'LEFT JOIN '.TICKET_TABLE.' overdue ON overdue.ticket_id=ticket.ticket_id AND overdue.status=\'Open\' AND overdue.isoverdue=1 '.

'LEFT JOIN '.TICKET_TABLE.' assigned ON assigned.ticket_id=ticket.ticket_id AND assigned.status=\'Open\' AND assigned.staff_id='.db_input($thisuser->getId());

if(!$thisuser->isAdmin()){

$sql.=' WHERE ticket.dept_id IN('.implode(',',$thisuser->getDepts()).') OR ticket.staff_id='.db_input($thisuser->getId());

}

fpagiola

does this help for re-opened tickets

Hello,

I am considering using osticket and my test have shown that if support staff closes a ticket, the last responded is passed to un-assigned. Which I don't want. Which this thread explains how to fix.

But I also want the customer to be able to re-open the ticket. Which is standard functionality. In this case I would like the last respondant to be re-assigned the ticket he accidently closed to quickly.

Have those of you that applied the above changes noticed what happens to tickets that are re-opened. Are they re-assigned to the same supposrt staff member (last respondant)?

Thanks for observations

typer139

Not functional for 1.6 (Stable)

Hey team.. I had this fixed in my RC2 version.. but I just upgraded to the Stable release and this tweak doesn't seem to work. Do you think we could roll this fix/option into the next release?..

Personally, I'm not sure why the ticket owner gets reset just because the ticket is closed..

One option would be to have a separate ticket owner and ticket closer field... just in case someone else, besides the owner, closes the ticket. Just an idea..or more of a "mod"

Rich

******************

UPDATE:

I was able to get this working on ST.. The devils in the details..

******************

Jeraycien

I am getting some strange db errors when I replace the last line here.

'LEFT JOIN '.TICKET_TABLE.' assigned ON assigned.ticket_id=ticket.ticket_id AND assigned.staff_id='.db_input($thisuser->getId());

to:

'LEFT JOIN '.TICKET_TABLE.' assigned ON assigned.ticket_id=ticket.ticket_id AND assigned.status=\'Open\' AND assigned.staff_id='.db_input($thisuser->getId());

Everything seems to be working but error starts spamming. The error I am recieving looks like this:

Plz anyone im growing grey hair now ;)

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 'WHERE ticket.dept_id IN(1) OR ticket.staff_id=6' at line 1

Scirocco

test it:

'LEFT JOIN '.TICKET_TABLE.' assigned ON assigned.ticket_id=ticket.ticket_id AND assigned.staff_id='.db_input($thisuser->getId()).' AND ticket.status=\'Open\'';an have Fun :)

Paolo Poma

Assign ticket to staff if ticket is unassigned

I read everything but I can not solve my problem.

-When I close a ticket already assigned i need to update the ticket with no change id_staff

-When I close a ticket unassigned I need to update the ticket assigning it to the user who closed the ticket

I'm not able to modify the close function in this way.

thanks

Paolo