This works in 1.10 https://github.com/osTicket/osTicket/pull/3231

See this pull request for 1.9, also has link at the end for 1.10: https://github.com/osTicket/osTicket/pull/2152

Added Help Topic Mass Change:

Why not send the alert to the email equivalent of the sms receipient?

This will be possible with 1.11

It should work, can always try on a test instance.

Implements a combotree for the helptopic drop down:

Duplicate.

I've submitted a pull for this in 1.10: https://github.com/osTicket/osTicket/pull/3250I've cleaned it up a bit as well.

- open an closed by week for 8 weeks:/* dsTicketsOpenClosed */Select * from( SELECT COUNT(created) AS STATUSCount, 'OPEN' AS Status, FROM_DAYS(TO_DAYS(created) - MOD(TO_DAYS(created) - 2, 7)) AS CALENDARWEEK FROM ost_ticket WHERE FROM_DAYS(TO_DAYS(created) - MOD(TO_DAYS(created) - 2, 7)) BETWEEN DATE_SUB(CURRENT_DATE (), INTERVAL 8 WEEK) AND CURRENT_DATE () AND ost_ticket.topic_id <> 12 and topic_id <> 14 GROUP BY FROM_DAYS(TO_DAYS(created) - MOD(TO_DAYS(created) - 2, 7)) Union SELECT COUNT(closed) AS STATUSCount, 'CLOSED' AS Status, FROM_DAYS(TO_DAYS(closed) - MOD(TO_DAYS(closed) - 2, 7)) AS CALENDARWEEK FROM ost_ticket WHERE FROM_DAYS(TO_DAYS(closed) - MOD(TO_DAYS(closed) - 2, 7)) BETWEEN DATE_SUB(CURRENT_DATE (), INTERVAL 8 WEEK) AND CURRENT_DATE () AND ost_ticket.topic_id <> 12 and topic_id <> 14 GROUP BY FROM_DAYS(TO_DAYS(closed) - MOD(TO_DAYS(closed) - 2, 7))) dataOrder by CALENDARWEEK

Take a look at this commit:Lines 2240 through 2321 are what your looking for.https://github.com/kest874/osTicket-1.8/commit/7a04a201145a81c4a2998f5582f8aa666d656cc1  it strips the horizontal line and below.  It still honors the reply separator.

Not sure I want the ticket owner to see all tasks, it might have sensitive information on it....  tasks I believe are more for staff to complete items to close the ticket. Staff could post that x task has been completed giving the owner a status update.

Change line 834 in include/class.mailfetch.php from:for($i=$nummsgs; $i>0; $i--) { //process messages in reverse.tofor($i=1; $i<=$nummsgs; $i++) { //process messages in forward order.This will process the emails oldest to newest.

Yeah that's working, problem is that most of our interaction is via emails.  I'll keep digging, currently it adds the staff member as a collaborator and emails the end user.  So it's half working, just need it to assign agent to a ticket.The ticket filter I thought would do the job but it doesn't update the already created ticket.  It will however create and assign the created ticket to the agent that sent an email to the system. so that half working as well.

Our legacy system (Kace) has been set up to assign the first email response to ticket to the agent the sent the reply.  In 1.10 it adds the reply as a collaborator and send the email to the end user.I attempted to use the email filters to accomplish this, but when it's a reply to an existing ticket the rule doesn't work.Can anyone point me to where the reply is processed to change this behavior myself?  I can't see to figure-out where its getting processed (class.mailfetch, class.mailparse, or class.ticket etc)