[MOD] Staff Reply to Tickets (IMAP): Page 5

[MOD] Staff Reply to Tickets (IMAP)

dwtien

Awesome!

Just what I was looking for!

Thanks!

alltime

I would like to report that this MOD has worked flawlessly for my organization. It made life so much easier.

The only addition that would be good is the ability for staff to add #close within the message body to close a ticket.

Jemson

Hi All,

Just wanted to touch base and let you know I am back from my month long vacation and will be ready to push through the rest of the updates very soon.

I have pretty much completed the CC mod over the last couple of hours. I just need to complete a few more tests and make sure it is stable, plus make the small modifications to strip the #actions out of the body of email replies to a requester. All in all, should complete testing and push through the next patch version in the next 2-3 days.

maxus389, I have taken your fantastic suggestion on board and already rolled that into this upcoming version of the mod.

Alltime, I'm not sure which version of the patch you rolled out, but 4.1 certainly allows for #close in the body of an email to close a ticket. If you are running an older version I recommend waiting a couple of days for the next release.

Thanks again to all for the support.

Jemson

hawkhead99

Hey Jemson,

One small suggestion - allow more room to play with #assign: (and all the other actions by adding an i after the preg_match)

Ex. users at my company like to type in all caps for some reason (but usernames in our osticket are all lowercase)

I personally got around this by doing the following:

changed the entire if($vars && preg_match ("/#assign:/", $vars, $action)){

$match = preg_split("/#assign:/", $vars);

} to be:

if($vars && preg_match ("/#assign:/i", $vars, $action)){

$checkSpace = preg_replace("/#assign:(\s*)/i", '#assign: ', $vars);

preg_match("/(?<=(#assign:\s))(\w+)/", $checkSpace, $match);

$match = strtolower($match);

}

I also changed the accompanying response - I used preg_match for the assigned name instead of preg_split as well - the gains are minimal though. This does change the $match array to have the user name in index 0 instead of 1 though - so I also adjusted that in the if(isset($match)){ statement...

Just a suggestion to give complete flexability to #assign which would allow users to type the following and it still work:

#AsSiGn: hawkhead99

#ASSIGN

#assign: hawkhead99

(and any other combo you can think of)

Jemson

Mod 5.0 now with CC!

Hi All,

As promised please see attached mod 5.0.

Apologies for the delay, but I found a major bug I had to deal with in my testing.

There are a LOT of changes in this verison (especially in class.ticket.php) as such the diff on class.ticket.php alone is too big for a single post.

I would suggest running your own diff against the original code base if you need. If anyone gets stuck let me know and I can probably output to a text file and upload.

I have tested this mod every way I can think of and hope I have ironed out most/all of the bugs. As usual if you find any please let me know.

IMPORTANT: Make sure to read the README for usage and requirements.

There is also a small db change required in this version for the CC ability;

ALTER TABLE `ost_ticket` ADD COLUMN `cc` VARCHAR(255) default null AFTER `email`;

Hawkhead99, I incorporated your case insensitive idea and space ability for #claim into this version but modified a bit from your original posted code.

I also left out the strtolower on the username, but feel free to add it back in if you need it.

Changelog:

4.1 to 5.0

- Added CC functionality

- Added #unsubscribe action

- Made #actions case insensitive

- Added function to strip #actions from being posted in message body

- Configured system emails regarding tickets to be sent from the department address rather than alert address

- Added missing reply separators

- Minor bug fixes and code clean up

Todo in later versions:

- Allow staff attachments to be forwarded to requestor with ticket update.

- Allow staff to create and use actions on tickets in one initial email

- Add additional actions as necessary/requested.

[mod5.zip](https://forum.osticket.com/assets/files/migrated/d/582e5633e2955c4024e76eef05e44c3.zip)

adidasrta

I updated all of the files, and getting this error:

Excessive errors processing emails for /helpdesk@mydomain.com. Please manually check the inbox.

http://::\Websites\myserver\api\cron.php(http://::\Websites\myserver\api\cron.php)

adidasrta

After doing a little testing on it

An end-user can send a ticket in with CC user

End user can reply to ticket

CC user can reply to ticket

Problem is when staff responds to ticket is when It gets the error.

Jemson

Hmmm. Are you passing any actions in the staff reply, or just a straight reply?

adidasrta

ive tried both with or without

Jemson

Sorry. I found the issue.

I was experimenting with another function and got the two class.mailfetch.php files mixed up. I have modified the above v5.0 post and reuploaded the zip.

Please redownload and this should fix the issue.

adidasrta

Testing now...will post results shortly.

adidasrta

Looks like everything is working!

The only thing it is lacking (based on your readme) is you have the ability to add additional users to replies of the ticket thread via email.

I think to have the ability via the web interface, this is the missing piece.

http://osticket.com/forums/showthread.php?t=15969(http://osticket.com/forums/showthread.php?t=15969)

Jemson

Looks like everything is working!
The only thing it is lacking (based on your readme) is you have the ability to add additional users to replies of the ticket thread via email.
I think to have the ability via the web interface, this is the missing piece.
http://osticket.com/forums/showthread.php?t=15969(http://osticket.com/forums/showthread.php?t=15969)

You can edit the 'CC List' field through the web interface to add additional recipients manually as required.

adidasrta

Ahh, didn't think about that.

We rarely use the 'edit' ticket option much.

paulroots08

Question Regarding CC.

Hi Jemson,

Just a question,

If I'm going to close the ticket would the emails that were included in the CC list will received the "Post reply" message?

Can I also remove the CC List from the client side form?

2. Would it be possible if there is also a CC field in the Post Reply Field?

Thanks!

Jemson

Hi Paul,

#close will be sent out the the requester and CC list unless you also specify the #internal option. If #internal is included it will remain silent.

CC's can't be removed from the client at this stage. There is no default "Edit Ticket" from the client side so makes it a little harder, but could be looked at later on if it will be of use.

Q2, Do you mean if I reply and a staff member and CC someone on the reply will they be added to the CC list? If so, yes. If that isn't what you meant I may need come clarification.

Thanks :)

paulroots08

Thanks!

Hi Paul,
#close will be sent out the the requester and CC list unless you also specify the #internal option. If #internal is included it will remain silent.
CC's can't be removed from the client at this stage. There is no default "Edit Ticket" from the client side so makes it a little harder, but could be looked at later on if it will be of use.
Q2, Do you mean if I reply and a staff member and CC someone on the reply will they be added to the CC list? If so, yes. If that isn't what you meant I may need come clarification.
Thanks :)

Thanks for your answers, we can't let our client put CCs so we can't use the MOD. We just need the CCs when closing ticket. any comment on that?

Jemson

Clients can add their own CCs by CC'ing another address on a reply.

Eg. If I email in a support request and CC you on the original request, your address will be automatically recorded in the CC list and will receive all correspondence on replies. If I then want to add fred@123.com as a CC recipient later on, I simply CC fred@123.com on my reply to the ticket and he will be added to the CC list also. If you or fred want to be removed, you simply reply with #unsubscribe and you are taken off the list.

If you don't want the CC list to receive updates unless it is on the closing remarks of the ticket it would be possible to introduce a condition into the class.mailer.php to check if the ticket is closed before adding the CC list to the email. Should only be a couple lines. If you need this I can probably look at this when I get a chance and send you through the modifications to add.

paulroots08

Thanks again!

Clients can add their own CCs by CC'ing another address on a reply.
Eg. If I email in a support request and CC you on the original request, your address will be automatically recorded in the CC list and will receive all correspondence on replies. If I then want to add fred@123.com as a CC recipient later on, I simply CC fred@123.com on my reply to the ticket and he will be added to the CC list also. If you or fred want to be removed, you simply reply with #unsubscribe and you are taken off the list.
If you don't want the CC list to receive updates unless it is on the closing remarks of the ticket it would be possible to introduce a condition into the class.mailer.php to check if the ticket is closed before adding the CC list to the email. Should only be a couple lines. If you need this I can probably look at this when I get a chance and send you through the modifications to add.

Hi Bro,

We're not using email support request. Our user were just using the client view form. We just need to put a CC field on the "Post on Reply" area for the staff..

blank

Thank you for your extra mile help!! hope I can help you also.

Jemson

We just need to put a CC field on the "Post on Reply" area for the staff..

As a "once off" CC field instead of the permanent one?

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