Assign to Staff from Tickets Screen

kaozdesigns

So after seeing several people request the ability to assign a ticket or multiple tickets to a staff member from the main screen I coded this functionality for everyone. This is not a plugin and does require modifying 1 file and adding another to the system. I am using this for my company and so far it seems to work with no issues.These modifications add a select box to the bottom of the tickets table with your staff members and teams listed in the dropdown. Click the checkboxes beside the items you want to assign, choose a member or team to assign to and press the Assign Tickets button.Then wait... I have this script running using an ajax call. You will receive a popup alert once the operation is complete. Upon clicking the Ok button on the alert your page will reload. The script also writes the correct ticket thread entries to the database and sends an email to the correct member / team.Enjoy.If you have any questions you can shoot an email over to support@kaozdesigns.com. If you want o buy me a beer you can do that as well... donations are accepted at paypal@kaozdesigns.com.

[AssignTickets.zip](https://forum.osticket.com/assets/files/migrated/FileUpload/74/98ff24459d4c846788c092b7c0d49a.zip)

kaozdesigns

Not sure why attachment didn't work.

kaozdesigns

I added additional functionality to Merge tickets in 1.9 as well as cleaned up some of my processes for assigning tickets from the main tickets screen.

[AssignTickets.zip](https://forum.osticket.com/assets/files/migrated/FileUpload/e9/17ea9bdecea9446abbd6dea86b10de.zip)

kaozdesigns

I will post a new thread related to merging tickets that point to this thread for everyone.

yorickr

Everything implemented like it should but on assigning or merging the following error occurs:"There was an error running the query ."I've checked all my tables but i cannot see any 'incorrect integer value' anywhere..I've checked the AssignTickets.php file and the following insert statement is mentioned;$sql = "INSERT INTO ost_ticket_thread(id, pid, ticket_id, staff_id, user_id, thread_type, poster, source, title, body, format, ip_address, created, updated) VALUES ('','0','$tid','$currentId','0','N','".$staff->firstname.' '.$staff->lastname."','','Ticket assigned to ".$staff->firstname.' '.$staff->lastname."','Ticket Assignment','html','','".date("Y-m-d H")."','0000-00-00 00')";However, inserting a blank id won't work and the $currentId isn't defined anywhere(Get).If i change the query to:$sql = "INSERT INTO ost_ticket_thread(pid, ticket_id, staff_id, user_id, thread_type, poster, source, title, body, format, ip_address, created, updated) VALUES ('0','$tid','$assignId','0','N','".$staff->firstname.' '.$staff->lastname."','','Ticket assigned to ".$staff->firstname.' '.$staff->lastname."','Ticket Assignment','html','','".date("Y-m-d H")."','0000-00-00 00')";It works. Even though, after assigning tickets, a blank page is shown and only one ticket at a time is being assigned. Trying to assign multiple tickets doesn't work.Same thing happens when you're merging tickets but if i change the query in there as well it doesn't do anything..

kaozdesigns

There was a type in those 2 insert statements and the insert statement from the mergetickets.php file. Instead of $currentId it should have been $currentUser. I am reuploading the package now, all you need to replace is the assigntickets.php file and the mergetickets.php file from the new zip. Thanks for the catch, sorry for the inconvenience. Hope you like the new functionality.

[AssignTickets_v2.zip](https://forum.osticket.com/assets/files/migrated/FileUpload/66/35cd6f979a974c3d66e1d9e01048e6.zip)

yorickr

Hi kaozdesigns,After some further investigation i noticed that, by default, the column ticket_id in table ost_ticket_thread contains the correspnding ticket_id from ost_ticket. However, whenever i was trying to merge a ticket, records were updated and inserted in ost_ticket_thread but now, the ticket_id contains the number from ost_ticket.Maybe this is because i don't use sequential ticket numbers and therefore ticket_id and number are not equal?I can imagine that if you use the sequential ticket number, the ticket_id and number in ost_ticket are equal and then it will work fine with the default queries.When i changed the queries (see attached file) the merging worked.Edit:When merging two tickets with multiple collaborators i was also getting errors because there is a unique key on ost_ticket_collaborator for ticket_id and user_id. I had to remove drop and recreate the key just for user_id else it wasn't possible to merge multiple tickets.

[mergetickets.zip](https://forum.osticket.com/assets/files/migrated/FileUpload/87/006aeec32132cb52ad3c849526398d.zip)

ITWilmarEurope

Hi kaozdesigns,

Can we also choose Department, we have 2 separate IT Departments now we do a manual transfer.

So if we assign the ticket to the Department we will not see the tickets assigned anymore for that department

ITWilmarEurope

I also receive an error when I want to assign : There was an error running the query .

yorickr

See the file i've attached ITWilmarEurope and see if that helps.

ITWilmarEurope

I don't see a new attachment do you mean in a earlier post?

FYI merge tickets is working :) great mod

yorickr

Oh sorry :) You're talking about assigning instead of merge hehe.I have made the same kind of modifications for that and it seems to be working now.I will grab and put the PHP file here as well.

ITWilmarEurope

thanks, the error was when I want to assign tickets :), do you also include Departments that will help us allot

ITWilmarEurope

Hi Yorickr,

Do you already have an update for me?

Thanks in advance

ITWilmarEurope

Do you already have an update?

Woody

Gonna try it out the following Days, i will write feedback as soon as i get it working, maybe assigning multiple tickets is an interesting thing to work on =)

ITWilmarEurope

Thanks will wait for your feedback would really help us to transfer multiple tickets to the department

streamvision

Thank you very much for this mod. I am having a hard time getting it working. I have added the latest files you uploaded along with the original and can see the merge and assign options on the bottom of the tickets screen, but when I try to use one of those features I get "Unable to connect to database ." I'm sure it is a simple issue but would appreciate any help you can offer.Thanks!

peppapig

hi friends..is this mod tested on 1.9.1please share

deejay2008

Is it possible to leave the merged ticket with "closed" in the system?So you can still see them when you search the number...