Change priority for staff

ErikH

Hello,

I want to give staff member rights to change the priority. But I cannot find this option. Only if I give a user admin rights it's possibly to change the priority.

Anybody know if this i possible?

I use osTicket version 1.6.rc4

Kind regards,

Erik

4ice

Normal staff members can't do this indeed. You could make him a manager. Only managers and admins can change priority.

But if this is not what you want, you could try to alter the code a little bit.

CrewMan

We are using same version as ErikH and we'v tried asigning Manager, but still not able to change priority. The trouble with making staff administrators is that you get all departments tickets in the list. Not a desirable situation. Hopefully this will be taken in to consideration in a newer or final release.

Regards,

~CrewMan

CrewMan

Workaround found.

By assigning help desk staff as "Managers", we've modified search criteria results URLs and made our own short cuts (Bookmarks).

ie., For all tickets assigned only to me, and only in dept 1 (IT Support), I bookmark this:

http: // crewman.com/osticket/scp/tickets.php?a=search&query=&dept=1&status=Open&startDate=&endDate=&sort=pri&order=ASC&limit=50&advance_search=Search&status=assigned

Notice that I've also changed the default limit to 50 items!

With a little tweaking using the search function, we've managed quite nicely now. Just copy the resultant url to a bookmark.

~CrewMan

jpowers40828

Otherwise you could mod the code, in include/staff/viewticket.inc.php ~ line 139 replace

//Ticket adminstrative options...admin,managers and staff with manage perm allowed.

if($thisuser->canManageTickets() || $thisuser->isManager()){ ?>

<table cellpadding="0" cellspacing="2" border="0" width="100%" class="ticketoptions">

<tr><td>

<form name=action action='tickets.php?id=<?=$id?>' method=post class="inline" >

<input type='hidden' name='ticket_id' value="<?=$id?>"/>

<input type='hidden' name='a' value="process"/>

<span for="do">  <b>Action:</b></span>

<select id="do" name="do"

onChange="this.form.ticket_priority.disabled=strcmp(this.options.value,'change_priority','reopen','overdue')?false;">

<option value="">Select Action</option>

<option value="change_priority" <?=$info=='change_priority'?'selected':''?> >Change Priority</option>

<?if(!$ticket->isoverdue()){ ?>

<option value="overdue" <?=$info=='overdue'?'selected':''?> >Mark Overdue</option>

<?}?>

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

<option value="release" <?=$info=='release'?'selected':''?> >Release (unassign)</option>

<?}?>

<?if($thisuser->canCloseTickets()){

//if you can close a ticket...reopening it is given.

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

<option value="close" <?=$info=='close'?'selected':''?> >Close Ticket</option>

<?}else{?>

<option value="reopen" <?=$info=='reopen'?'selected':''?> >Reopen Ticket</option>

<?}

}?>

<?if(!$emailBanned) {?>

<option value="banemail" >Ban Email <?=$ticket->isOpen()?'& Close':''?></option>

<?}else{?>

<option value="unbanemail">Un-Ban Email</option>

<?}?>

<?if($thisuser->canDeleteTickets()){ //oooh...fear the deleters! ?>

<option value="delete" >Delete Ticket</option>

<?}?>

</select>

<span for="ticket_priority">Priority:</span>

<select id="ticket_priority" name="ticket_priority" <?=!$info?'disabled':''?> >

<option value="0" selected="selected">-Unchanged-</option>

<?

$priorityId=$ticket->getPriorityId();

$resp=db_query('SELECT priority_id,priority_desc FROM '.TICKET_PRIORITY_TABLE);

while($row=db_fetch_array($resp)){ ?>

<option value="<?=$row?>" <?=$priorityId==$row?'disabled':''?> ><?=$row?></option>

<?}?>

</select>

  

<input class="button" type="submit" value="GO">

</form>

</td>

</tr>

</table>

<?}?>

with this

//Ticket adminstrative options...admin,managers and staff with manage perm allowed.

?>

<table cellpadding="0" cellspacing="2" border="0" width="100%" class="ticketoptions">

<tr><td>

<form name=action action='tickets.php?id=<?=$id?>' method=post class="inline" >

<input type='hidden' name='ticket_id' value="<?=$id?>"/>

<input type='hidden' name='a' value="process"/>

<span for="do">  <b>Action:</b></span>

<select id="do" name="do"

onChange="this.form.ticket_priority.disabled=strcmp(this.options.value,'change_priority','reopen','overdue')?false;">

<option value="">Select Action</option>

<option value="change_priority" <?=$info=='change_priority'?'selected':''?> >Change Priority</option>

<? if($thisuser->canManageTickets() || $thisuser->isManager()){ ?>

<? if(!$ticket->isoverdue()){ ?>

<option value="overdue" <?=$info=='overdue'?'selected':''?> >Mark Overdue</option>

<? }?>

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

<option value="release" <?=$info=='release'?'selected':''?> >Release (unassign)</option>

<? }?>

<? if($thisuser->canCloseTickets()){

//if you can close a ticket...reopening it is given.

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

<option value="close" <?=$info=='close'?'selected':''?> >Close Ticket</option>

<? }else{?>

<option value="reopen" <?=$info=='reopen'?'selected':''?> >Reopen Ticket</option>

<? }

}?>

<? if(!$emailBanned) {?>

<option value="banemail" >Ban Email <?=$ticket->isOpen()?'& Close':''?></option>

<? }else{?>

<option value="unbanemail">Un-Ban Email</option>

<? }?>

<? if($thisuser->canDeleteTickets()){ //oooh...fear the deleters! ?>

<option value="delete" >Delete Ticket</option>

<? }?>

<? } ?>

</select>

<span for="ticket_priority">Priority:</span>

<select id="ticket_priority" name="ticket_priority" <?=!$info?'disabled':''?> >

<option value="0" selected="selected">-Unchanged-</option>

<?

$priorityId=$ticket->getPriorityId();

$resp=db_query('SELECT priority_id,priority_desc FROM '.TICKET_PRIORITY_TABLE);

while($row=db_fetch_array($resp)){ ?>

<option value="<?=$row?>" <?=$priorityId==$row?'disabled':''?> ><?=$row?></option>

<?}?>

</select>

  

<input class="button" type="submit" value="GO">

</form>

</td>

</tr>

</table>

then in scp/tickets.php ~ line 176 change

case 'change_priority':

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

case 'change_priority':

if(!$thisuser->isadmin() && !$isdeptmanager && !$thisuser->isStaff()){

srulif

include/staff/viewticket.inc.php

So I followed the mods as instructed and when I load a ticket now the ticket info does not display... It has something to do with the include/staff/viewticket.inc.php modification as when I replaced the original file without chnaging the second step in the mod the tickets were viewable again.

I can't seem to figure it out...

Instead of replacing som many lines at once, can someone provide just the lines that need replacing?

Thnak you

microtermite

At the very end of the block of lines jpowers40828 quotes there's 2 lines

<?}?>

When you pasted in the code if you don't remove the <?}?>

line then you end up getting the blank ticket info screen you mention. Edit the viewticket.inc.php file again, remove this line and you are good as gold.

Jay

So I followed the mods as instructed and when I load a ticket now the ticket info does not display... It has something to do with the include/staff/viewticket.inc.php modification as when I replaced the original file without chnaging the second step in the mod the tickets were viewable again.
I can't seem to figure it out...
Instead of replacing som many lines at once, can someone provide just the lines that need replacing?
Thnak you

fredpfi

Also Managers can't change priority

Guys if dep managers should be able to change priorities there is clearly a bug with this even in 1.6 RC5.

Even managers can't change priority of tickets in their department.

Here is what i changed to make it work, also see comments inline.

it's in scp/tickets.php from line 187:

$isdeptmanager=($deptId==$thisuser->getDeptId())?true; //don't know what this does

switch(strtolower($_POST)):

case 'change_priority':

//if(!$thisuser->isadmin() && !$isdeptmanager){ // this can't work!

if(!$thisuser->isadmin() && !$thisuser->isManager()){ //this works

durangod

Guys if dep managers should be able to change priorities there is clearly a bug with this even in 1.6 RC5.
Even managers can't change priority of tickets in their department.
Here is what i changed to make it work, also see comments inline.
it's in scp/tickets.php from line 187:
$isdeptmanager=($deptId==$thisuser->getDeptId())?true; //don't know what this does
switch(strtolower($_POST)):
case 'change_priority':
//if(!$thisuser->isadmin() && !$isdeptmanager){ // this can't work!
if(!$thisuser->isadmin() && !$thisuser->isManager()){ //this works

nice job thanks for the help, yeah im not sure what that top portion is all about fully, it might be stripping something to lower case but not sure... just wanted to say nice find and nice fix. thanks