[MOD] Allow staff to choose which dept the response should appear to be from

cciampoli

I had a request to implement a feature that allows one dept to respond to another's ticket, yet appear as if they replied from the original.

i.e: Tier 1 Dept escalates a ticket to Tier 2

Tier 2 post's a response on this ticket

Customer recieves email response, but it comes from Tier 2.

We want this to be seamless, and to appear like Tier 1 was able to solve this on its own. Currently to achieve this functionality we need to transfer the ticket BACK to tier 1 from tier 2, and then have them respond.

This mod add's the ability to do this on the fly from within the ticket.

cciampoli

Step 1: Create static function to generate dropdown

Add a static function to class.ticket.php, that will enable you to call db populated dropdown for the dept choice.

static function makeDrop($id, $name, $table, $postName, $placeHolder, $sortBy, $sortMethod = "asc") {

echo "<select name=\"$postName\">\n";

echo "<option value=\"NULL\">" . $placeHolder . "</option>\n";

$strQuery = "SELECT $id, $name FROM $table ORDER BY $sortBy";

$result = mysql_query($strQuery);

while ($arrayRow = mysql_fetch_assoc($result)) {

$strA = $arrayRow;

$strB = $arrayRow;

echo "<option value=\"$strB\">$strB</option>\n";

}

echo "</select>";

}

cciampoli

Step 2: Call dynamic drop on viewticket.inc.php

First find the line:

<label><input type="radio" name="signature" value="dept" <?=$info == 'dept' ? 'checked' : '' ?> > Dept Signature</label>

<? } ?>

<?if($appendDeptSig) {?>

Right below this add:

<?=Ticket:(

$id='', <-- ID of table

$name='', <-- Name of field in the table

$table='', <-- Name of Table

$postName='', <-- Name of Select input

$placeHolder='', <-- Text that will appear in the select before an option is chosen

$sortBy='');?>

<? } ?>

cciampoli

Step 3: In class.email.php

Find this

$fromname=$this->getName();

...and replace it with this...

$fromname=$_POST;

cciampoli

I've re-written this better!

I'll be making a new thread, that has my updated and cleaner version of this.

Changes are:

1) Autoselect signature based off dept_name chosen and append to email

2) If no new dept is chosen, the currently assigned dept_name and signature is appended to the email.

3) No longer using static function. Using json and jQuery objects to populate dropdown.