Email update on Internal notes.

allen

My boss has requested the ability to selectively email the assigned user on posting of an internal note. Anyone already doing this? I would rather not reinvent the wheel here. :)

NaN0

From having a quick look, a simple modification in function

function postNote($title,$note,$poster='') {

You could add somthing like

Misc:($this-><assigned staff email>,$subj,$body,$from,$fromName,$headers);

Just a quick look anyway.. if you work out how to do it, please post :)

Or maby in a few weeks when i need it ill add it..

Cheers!

evelien

reinventing

My boss has requested the ability to selectively email the assigned user on posting of an internal note. Anyone already doing this? I would rather not reinvent the wheel here. :)

before I'm reinventing again: did you come up with the right code? And would you be willing to share?

allen

I did not.

I never got it to work and then ran out of time to work on a solution.

jpowers40828

This worked for me and the testing I did.

In include/class.ticket.php on ~ line 690 CHANGE

function postNote($title,$note,$poster='') {

global $thisuser;

function postNote($title,$note,$alert,$poster='') {

global $thisuser, $cfg; {

In include/class.ticket.php on ~ line 690

After the following

global $thisuser;

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

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

',title='.db_input(Format:($title)).

',note='.db_input(Format:($note)).

',staff_id='.db_input($thisuser?$thisuser->getId()).

',source='.db_input(($poster || !$thisuser)?$poster:$thisuser->getName());

//echo $sql;

ADD

if($alert) {

$subj = "Internal note posted for ticket #".$this->getExtId();

$body = "Title: ".$title."\r\nNote: ".$note."\r\n\r\n".$cfg->getBaseUrl()."/scp/tickets.php?id=".$this->getId();

$from = "From: Support <support@site.com>";

$ticket_id = $this->getId();

$services= mysql_query("SELECT ".STAFF_TABLE.".email FROM ".TICKET_NOTE_TABLE." LEFT JOIN ".TICKET_TABLE." ON ".TICKET_NOTE_TABLE.".ticket_id=".TICKET_TABLE.".ticket_id LEFT JOIN ".STAFF_TABLE." ON ".TICKET_TABLE.".staff_id=".STAFF_TABLE.".staff_id WHERE ".TICKET_NOTE_TABLE.".ticket_id LIKE '$ticket_id' ORDER BY ".TICKET_NOTE_TABLE.".note_id DESC");

list($to) = db_fetch_row($services);

if($to!="") mail($to,$subj,$body,$from);

}

and CHANGE in tickets.php on line 148

if(!$errors && $ticket->postNote($_POST,$_POST)){

if(!$errors && $ticket->postNote($_POST,$_POST,$_POST)){

In include/staff/viewticket.inc.php ~ line 347 AFTER

<div style="margin-top: 3px;">

<label for="ticket_status"><b>Ticket Status:</b></label>

<?

$checked=($info && isset($info))?'checked':''; //not selected by default.

if($ticket->isOpen()){?>

<input type="checkbox" name="ticket_status" value="Close" <?=$checked?> > Close Ticket

<?}else{ ?>

<input type="checkbox" name="ticket_status" value="Reopen" <?=$checked?> > Reopen Ticket

<?}?>

</div>

<?}?>

ADD

<?

if($ticket->isAssigned()) {?>

<div style="margin-top: 3px;">

<label for="ticket_status"><b>Send Alert to Assigned User</b></label>

<?

$checked2=($info && isset($info))?'checked':''; //not selected by default. ?>

<input type="checkbox" name="alert_assigned" value="true" <?=$checked2?> >

</div>

<?}?>

In scp/login.php ~ line 22 AFTER

if(!defined('INCLUDE_DIR')) die('Fatal Error. Kwaheri!');

require_once(INCLUDE_DIR.'class.staff.php');

ADD

if($_GET)

$dest.="?id=".$_GET;

craigreilly

did this send on all internal notes? would be nice to allow a check box to send selective internal notes...

jpowers40828

Check post #5 for an update, let me know if it works for you.

craigreilly

I decided this may not be an important need as I was reviewing it again. I could not remember what I needed it for.

I actually just got the bulk of a VB Admin shell written - and it helps immensely as I know VB.NET already (still shakey on PHP) and it is much faster. It does not do all the setup options - but can create tickets, respond to tickets (with file attachments), assign and delete tickets... my boss is happier now that he is not waiting for the site to respond...

jpowers40828

I'm not sure what kind of server you are running it on, but i've ran it through godaddy and on my own server thats about 8 years old and i've never considered is slow at all. Its actually quite quick. And I've been using it for a year now, so there are plenty of tickets in it.

craigreilly

We were finding the Admin pages very sluggish to load.

It is an internal Windows server running Windows 2003 WebEdition. It is a single 933mhz processor with 1GB Ram that was our old Exchange 2000 Server for about 100 users. My MySQL Server is a separate Windows 2003 Standard Server Quad Zeon 2.0 with 3.5gb Ram. So I do not think the SQL is the issue. I am sure it is the Web Server - however, my Joomla install on that same box seems ok and is used as our Intranet.

I have not had the need to try this on my GoDaddy server.

In no way am I trying to dissaude people from using this software as it is very well thought out for a multi-department support system.

derekmorris7

No luck with this

I have had zero luck with this, can anyone lend a hand, followed the code changes and additions to a T. Still no luck.

jpowers40828

Do other emails notifications send? Did you have any problems with them sending? If not, send me the files you modified to get this to work and I'll take a look at them.

jpowers40828@gmail.com

rogden21

Question of where to add code.

This worked for me and the testing I did.
In include/class.ticket.php on ~ line 690 CHANGE
function postNote($title,$note,$poster='') {
TO
function postNote($title,$note,$alert,$poster='') {
In include/class.ticket.php on ~ line 690
After the following
global $thisuser;
$sql= 'INSERT INTO '.TICKET_NOTE_TABLE.' SET created=NOW() '.
',ticket_id='.db_input($this->getId()).
',title='.db_input(Format:($title)).
',note='.db_input(Format:($note)).
',staff_id='.db_input($thisuser?$thisuser->getId()).
',source='.db_input(($poster || !$thisuser)?$poster:$thisuser->getName());
//echo $sql;
ADD

if($alert) {
$subj = "Internal note posted";
$body = "Title: ".$title."\r\nNote: ".$note;
$from = "From: Support <support@site.com>";
$ticket_id = $this->getId();
$services= mysql_query("SELECT ".STAFF_TABLE.".email FROM ".TICKET_NOTE_TABLE." LEFT JOIN ".TICKET_TABLE." ON ".TICKET_NOTE_TABLE.".ticket_id=".TICKET_TABLE.".ticket_id LEFT JOIN ".STAFF_TABLE." ON ".TICKET_TABLE.".staff_id=".STAFF_TABLE.".staff_id WHERE ".TICKET_NOTE_TABLE.".ticket_id LIKE '$ticket_id' ORDER BY ".TICKET_NOTE_TABLE.".note_id DESC");
list($to) = db_fetch_row($services);
if($to!="") mail($to,$subj,$body,$from);
}
and CHANGE in tickets.php on line 148 to
if(!$errors && $ticket->postNote($_POST,$_POST,$_POST)){
In include/staff/viewticket.inc.php ~ line 347 AFTER
<div style="margin-top: 3px;">
<label for="ticket_status"><b>Ticket Status:</b></label>
<?
$checked=($info && isset($info))?'checked':''; //not selected by default.
if($ticket->isOpen()){?>
<input type="checkbox" name="ticket_status" value="Close" <?=$checked?> > Close Ticket
<?}else{ ?>
<input type="checkbox" name="ticket_status" value="Reopen" <?=$checked?> > Reopen Ticket
<?}?>
</div>
<?}?>
ADD
<?
if($ticket->isAssigned()) {?>
<div style="margin-top: 3px;">
<label for="ticket_status"><b>Send Alert to Assigned User</b></label>
<?
$checked2=($info && isset($info))?'checked':''; //not selected by default. ?>
<input type="checkbox" name="alert_assigned" value="true" <?=$checked2?> >
</div>
<?}?>

I added this part of the code to the my code, but I have a question about the last part for include\staff\viewticket.inc.php.

Where do I add the if statement for after line ~347. This is what I wrote.

<div style="margin-top: 3px;">

<label for="ticket_status"><b>Ticket Status:</b></label>

<?

$checked=isset($info)?'checked':''; //Staff must explicitly check the box to change status..

if($ticket->isOpen()){?>

<input type="checkbox" name="ticket_status" value="Close" <?=$checked?> > Close on Reply

<?}else{ ?>

<input type="checkbox" name="ticket_status" value="Reopen" <?=$checked?> > Reopen on Reply

<?}?>

<?

if($ticket->isAssigned()) {?>

<div style="margin-top: 3px;">

<label for="ticket_status"><b>Send Alert to Assigned User</b></label>

<?

$checked2=($info && isset($info))?'checked':''; //not selected by default. ?>

<input type="checkbox" name="alert_assigned" value="true" <?=$checked2?> >

</div>

Please help.

jpowers40828

You added it two lines too early. It needs to be after that and the next line of <?}?>

rogden21

Still an error

When I add this code, I still get an error. Thank you for your help.

<div style="margin-top: 3px;">

<label for="ticket_status"><b>Ticket Status:</b></label>

<?

$checked=($info && isset($info))?'checked':''; //not selected by default.

if($ticket->isOpen()){?>

<input type="checkbox" name="ticket_status" value="Close" <?=$checked?> > Close Ticket

<?}else{ ?>

<input type="checkbox" name="ticket_status" value="Reopen" <?=$checked?> > Reopen Ticket

<?}?>

</div>

added code below to /div>

<? if($ticket->isAssigned()) {?>

<div style="margin-top: 3px;">

<label for="ticket_status"><b>Send Alert to Assigned User</b></label>

<? $checked2=($info && isset($info))?'checked':''; //not selected by default. ?>

<input type="checkbox" name="alert_assigned" value="true" <?=$checked2?> >

<?}?>

</div>

jpowers40828

Whats the error you are having? Can you send me the files you had to modify for this?

jpowers40828@gmail.com

rogden21

Whats the error you are having? Can you send me the files you had to modify for this?
jpowers40828@gmail.com

Hi, I've sent you the files. I'm not getting any particular error.

When I fill out an internal note, it behaves as it did before, but not sending out a reply.

bmarlin

Show ticket #

Is there a way to show the ticket the note refers to? I just get the note title and body.

Brad

jpowers40828

Try changing the $subj = to

$subj = "Internal note posted for ticket #".$this->getExtId();

Let me know if it works, I'll modify my original post to include it.

bmarlin

Yes it worked!! Thanks

One last question. Is there a way to have a link back to the specific ticket in the body of the message?