Do not allow close until Help Topic selected...

rmcgeown

Hi all,

I wonder if anyone can help or has examples of this mod:

I would like to enforce the Help Topic to be set on all tickets meaning a ticket can not be closed unless it has a help topic. None is no longer acceptable for me ;)

This would mean my staff will have to manually update each ticket raised by email, before they can close, so I would like if possible to update via the "actions" drop down in the tickets.

I would like a message to appear if they try to close the ticket without a Help Topic.

Has anyone done something similar?

scottro

This is the first option that came to mind so there may be better ones but you could modify the "close" function located in include/class.ticket.php

Current function:

function close(){

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

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

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

}

function close(){

// Something here to check if the help topic is empty. If the help topic is empty then return false or maybe some sort of error could be given back. Else continue to the rest of the code below.

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

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

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

}

rmcgeown

Thanks Scott,

I have prevented the closure by adding;

IF ($topic_id == 0) return false;

within the function before

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

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

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

}

But I cant work out how to code the error message.

scottro

With "close" by default there is no error message since it's such a simple task. I don't think anything in that short dropdown box will trigger an error which means you'll have to go in and custom code something. I'll take a look at the code and see if I can give you a general starting point.

scottro

When you try it now does it come back and say

Problems closing the ticket. Try again

or what happens?

rmcgeown

Nothing happens, it just returns to the ticket page without effecting the ticket.

rmcgeown

Ah sorry, if i close from the drop down i do get that error.

If from a reply or note it does nothign.

scottro

Ok if you go into scp/tickets.php and change case 'close' by adding a $msg to the error section does it actually show up when using the dropdown? For example. Change the case close...

From:

case 'close':

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

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

}else{

if($ticket->close()){

$msg='Ticket #'.$ticket->getExtId().' status set to CLOSED';

$note='Ticket closed without response by '.$thisuser->getName();

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

$page=$ticket=null; //Going back to main listing.

}else{

$errors='Problems closing the ticket. Try again';

}

break;

To:

case 'close':

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

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

}else{

if($ticket->close()){

$msg='Ticket #'.$ticket->getExtId().' status set to CLOSED';

$note='Ticket closed without response by '.$thisuser->getName();

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

$page=$ticket=null; //Going back to main listing.

}else{

$errors='Problems closing the ticket. Try again';

$msg='You must first select a Help Topic!';

}

break;

rmcgeown

No the message does not show. OnlyProblems closing the ticket. Try again when using the drop down.

Nothing when using close on reply.

scottro

Ok, I think you are going to need to customize the case 'close' and then function close and possibly another section (since the error doesn't seem to show up when not using the dropdown). Unfortunately I don't have time presently to dig into it further.

rmcgeown

No worries, thanks Scott.

passenger

In scp/tickets after row 68 (I think):

$errors='Action Denied. Ticket is locked by someone else!';

Add this code:

if ( isset($_POST) && $_POST == 'Close' )

{

$ticketTopicID = 0;

$queryCheckTopic = "SELECT COALESCE(t.topic_id, 0) FROM ost_ticket t WHERE t.ticket_id = $id";

$resultCheckTopic = mysql_query($queryCheckTopic) or die('ERROR in queryCheckTopic: '.mysql_error());

$resultArray = mysql_fetch_array($resultCheckTopic);

$ticketTopicID = $resultArray;

if( $ticketTopicID == 0 )

{

$errors='Your msg here .............';

}

rmcgeown

Thanks for the code, but this does nothing...