Stale ticket MOD help

ZeroEffect

Stale tickets work just as they should right now. but once they are old you don't get notified again. I did some research and found someone suggested doing the following to the /include/class.ticket.php file.

function checkOverdue(){

global $cfg;

if(($hrs=$cfg->getGracePeriod())) {

$sec=$hrs*3600;

//change the original line below

// $sql='SELECT ticket_id FROM '.TICKET_TABLE.' WHERE status=\'open\' AND isoverdue=0 '.

// to the following

$sql='SELECT ticket_id FROM '.TICKET_TABLE.' WHERE status=\'open\' AND TIME_TO_SEC(TIMEDIFF(NOW(), updated))>='.$sec.' '. ' AND ((reopened is NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),created))>='.$sec.') '.

' OR (reopened is NOT NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),reopened))>='.$sec.') '.

' OR (duedate is NOT NULL AND duedate<NOW()) '.

') ORDER BY created LIMIT 50'; //Age upto 50 tickets at a time?

}else{ //No aging....simply check duedates.

// and do the same thing here, change the line below

// $sql='SELECT ticket_id FROM '.TICKET_TABLE.' WHERE status=\'open\' AND isoverdue=0 '.

// to

$sql='SELECT ticket_id FROM '.TICKET_TABLE.' WHERE status=\'open\' AND TIME_TO_SEC(TIMEDIFF(NOW(), updated))>='.$sec.' '. ' AND (duedate is NOT NULL AND duedate<NOW()) ORDER BY created LIMIT 100';

}

//echo $sql;

if(($stale=db_query($sql)) && db_num_rows($stale)){

while(list($id)=db_fetch_row($stale)){

$ticket = new Ticket($id);

// It was also suggested to comment out these lines.

// if($ticket->markOverdue(true))

// $ticket->logActivity('Ticket Marked Overdue','Ticket flagged as overdue by the system.');

}

I made these changes and no luck there. What I want this function to do is send out reminders every XX hours after a ticket is stale, in my case every 48 hours.

Thank you for your help,

ZeroEffect

Time to move forward

So I am throwing out the MOD above. Here is my thought, what about another "IF" statment in the checkOverdue function?

something like the following

sysGracePeriod '($sec) from the checkoverdue function

isoverdue 'DB marked overdue flag

lastResponseSec 'DB ticket last response

status 'DB ticket status

curTimeSec 'current time in seconds

if is overdue = 1 and status = "open then

'convert lastResponse to seconds

lastResponseSec = TIME_TO_SEC(TIMEDIFF(NOW(),lastresponse))

    'now convert current time to seconds
    curTimeSec = SomefunctionToReturnNowInToSeconds
	if  curTimeSec - lastResponse >= sysGracePeriod then
	    sendemail
		add a note
		change last response time.
    end if
	end if

So the code above is not PHP and that is my issue. I need help writing something like this in PHP.

Thanks for any help you may provide,

ZeroEffect

Anyone?

Can anyone help or give me a little direction? I am willing to do the work I just need a little direction?

The class.cron.php is what calls the functions this is done from the autocron.php file.

class Cron {

// function MailFetcher() {

// require_once(INCLUDE_DIR.'class.mailfetch.php');

// MailFetcher:(); //Fetch mail..frequency is limited by email account setting.

// }

function TicketMonitor() {

Sys:(LOG_DEBUG,'Ticket Monitor','Checking for stale tickets.');

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

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

Ticket:(); //Make stale tickets overdue

TicketLock:(); //Remove expired locks

}

function PurgeLogs() {

Sys:();

}

function run(){ //called by outside cron NOT autocron

// Cron:();

Cron:();

cron:();

}

}?>

Looking at the TicketMonitor() function I see the following.

Ticket:(); //Make stale tickets overdue

'I check the class.ticket.php file and find the checkOverdue() function.

function checkOverdue(){

global $cfg;

if(($hrs=$cfg->getGracePeriod())) {

$sec=$hrs*3600;

$sql='SELECT ticket_id FROM '.TICKET_TABLE.' WHERE status=\'open\' AND isoverdue=0 '.

' AND ((reopened is NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),created))>='.$sec.') '.

' OR (reopened is NOT NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),reopened))>='.$sec.') '.

' OR (duedate is NOT NULL AND duedate<NOW()) '.

') ORDER BY created LIMIT 50'; //Age upto 50 tickets at a time?

}else{ //No aging....simply check duedates.

$sql='SELECT ticket_id FROM '.TICKET_TABLE.' WHERE status=\'open\' AND isoverdue=0 '.

' AND (duedate is NOT NULL AND duedate<NOW()) ORDER BY created LIMIT 100';

}

//echo $sql;

if(($stale=db_query($sql)) && db_num_rows($stale)){

while(list($id)=db_fetch_row($stale)){

$ticket = new Ticket($id);

if($ticket->markOverdue(true))

$ticket->logActivity('Ticket Marked Overdue','Ticket flagged as overdue by the system.');

}

Now I don't see where the "send email" is called.

But there should be away to check a ticket if it has all ready been marked as overdue and still opened and send an email. During this process the last updated is checked and compared to the grace period and updated as necessary. But where and what is the function flow.

Thanks,

ZeroEffect

Solution 1.6ST

Well this works for me, I hope it works for you.

I added this code to the class.ticket.php file. This code checks if the tickets are still open and marked over due. Then checks the last updated against the grace period and if the the conditions are met the overdue flag is reset. Then on next check the normal check over due function will flag it again change the last updated time and send out the email.

function checkStillOverdue(){

global $cfg;

Sys:(LOG_DEBUG,'Checking Still Overdue Tickets','Check Still Overdue Function.');

if(($hrs=$cfg->getGracePeriod())) {

$sec=$hrs*3600;

$sql='SELECT ticket_id FROM '.TICKET_TABLE.' WHERE status=\'open\' AND isoverdue=1 '.

' AND ((TIME_TO_SEC(TIMEDIFF(NOW(),updated))>='.$sec.')) ORDER BY created LIMIT 50'; //Age upto 50 tickets at a time?

}else{ //No aging....simply check duedates.

$sql='SELECT ticket_id FROM '.TICKET_TABLE.' WHERE status=\'open\' AND isoverdue=1 '.

' AND (duedate is NOT NULL AND duedate<NOW()) ORDER BY created LIMIT 100';

}

//echo $sql;

//Sys:(LOG_DEBUG,'Checking Still Overdue Function SQL', "$sql $sec");

if(($overdue=db_query($sql)) && db_num_rows($overdue)){

while(list($id)=db_fetch_row($overdue)){

db_query('UPDATE '.TICKET_TABLE.' SET isoverdue=0 WHERE ticket_id='.$id);

Sys:(LOG_DEBUG,'Checking Still Overdue',"Tickets are still overdue!");

}

I added this code to my class.cron.php file. This is called by my CRON job once every 60 seconds. Once a ticket is reset as overdue. The next check sends out the alert.

function TicketMonitor() {

Sys:(LOG_DEBUG,'Ticket Monitor','Checking for stale tickets.');

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

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

Ticket:(); //Make stale tickets overdue

Ticket:(); //stale tickets still overdue. Added Line

TicketLock:(); //Remove expired locks

}