[ADD ON] Assign user from ticket list

[TheMadHatter]

Hey everyone,

So I'm new here. Just stumbled upon osTicket the other day and have an add-on I've done that hopefully some others can put to use. I'm sure it's probably not the best or most efficient way to do it but it gets the job done. So if you'd like to be able to assign a staff user to a ticket from the list of tickets, here's how I did it.

First... I added the column header to the table in tickets.inc.php:

/include/staff/tickets.inc.php -- around line 412 (my line numbers are probably kinda high)

<th width="180" >Assign...</th>

Then I added the cell in the body of the table:
/include/staff/tickets.inc.php -- around line 479

PHP Code:

<td nowrap>
     <!-- staff select added by me -->
     <?php
     $thisTicket = new Ticket($row['ticket_id']);
     ?>                    
     <select id="staff_select<? echo $row['ticket_id'];?>" onchange="changeAssignee(<? echo $row['ticket_id'] ?>);">
          <option <?if($row['staff_id'] == 0){?>SELECTED<?}?> value="0">Assign...</option>
      <?php
      $possibleAssignees = $thisTicket->getPossibleAssignees($row['staff_id']);
      ?>
     </select>
</td>

Then I added a new function to class.ticket.php that is used in the code above:

/include/class.ticket.php -- at the end of the class

PHP Code:

function getPossibleAssignees($currentStaffID)
{
     $sql = "SELECT staff_id, CONCAT(firstname,' ',lastname) as name from ".STAFF_TABLE;
     $query = db_query($sql);
     $i=0;
     while($row = db_fetch_array($query))
     {
          $id = $row['staff_id'];
      $name = $row['name'];
              
      if($currentStaffID == $id)
      {
           $option = "<option value=\"".$id."\" SELECTED>".$name."</option>";               
       } else {
           $option = "<option value=\"".$id."\">".$name."</option>";           
            }
   
         echo $option;
      }
} 


So it's not the cleanest function in the world. I typically hate writing to the document within the function but hey, I was in a hurry at the time.

Then I added a the javascript used when the new select box is changed. Back to tickets.inc.php!:

/include/staff/tickets.inc.php -- very beginning of document, line 1!

<script type="text/javascript">
function changeAssignee(ticketID)
{
	var obj = "staff_select"+ticketID;
	var sel = document.getElementById(obj);
	var assignee = sel.options[sel.selectedIndex].value;
	
	var url = "index.php?update=staff&staffid="+assignee+"&ticket_id="+ticketID;
	
	window.location.href = url;
}
</script>

Finally, we add code to actually change the assignee. Still in tickets.inc.php:

/include/staff/tickets.inc.php -- right after the first line of PHP code... line 17 for me, line 3 by default.

PHP Code:

// assign the user from the drop down list if one has been selected
if(isset($_GET['update']) && $_GET['update'] == "staff")
{
    $thisStaff = $_GET['staffid'];
    $ticketToUpdate = $_GET['ticket_id'];
    $tt = new Ticket($ticketToUpdate);
    $tt->setStaffId($thisStaff);
} 


That's that... when you're all said in done you should look like (please ignore all the spam, still haven't gotten my filters perfected):



Oh yea... I also made the content holder in the /scp/ directory larger. I did that by modifying /scp/css/main.css

/scp/css/main.css -- about line 62 only thing I've changed are the widths

#container {
  width:1000px;
  text-align: left;
  margin:5px auto 0 auto;
  background:url(../images/pagebg.jpg) top left repeat-x #fff;
  border:1px solid #ccc;
  border-bottom:none;
  padding-bottom: 20px;
}

#footer {
   width:990px;
   _width:860px;
   padding:2px 5px 2px 5px;
   border:1px solid #ccc;
   border-top:1px solid #666;
   background:#ececec;
   text-align:center;
   margin:0 auto 0 auto;
}

Have fun!

[Skeyelab]

Hey, can we make this so only managers/admins can see this column?

[TheMadHatter]

To make it so that only admins or managers can see the final column I modified the column headers and the column cell itself to be enclosed in a condition.

/include/staff/tickets.inc.php -- my line 412

PHP Code:

<?php if($thisuser->isadmin() || $thisuser->isManager()){ ?>
<th width="180" >Assign...</th>
<?php } ?>

/include/staff/tickets.inc.php -- my line 481

PHP Code:

<?php if($thisuser->isadmin() || $thisuser->isManager()){ ?>
<td nowrap>
<!-- staff select added by me -->
<?php
$thisTicket = new Ticket($row['ticket_id']);
?>                    
<select id="staff_select<? echo $row['ticket_id'];?>" onchange="changeAssignee(<? echo $row['ticket_id'] ?>);">
     <option <?if($row['staff_id'] == 0){?>SELECTED<?}?> value="0">Assign...</option>
     <?php
     $possibleAssignees = $thisTicket->getPossibleAssignees($row['staff_id']);
     ?>
</select>
</td>
<?php } ?>

[Skeyelab]

Great,

does this still send emails to the assignee when it is assigned?

[Skeyelab]

yes it does.

(thanks me)

[TheMadHatter]

Originally Posted by Skeyelab

Great,

does this still send emails to the assignee when it is assigned?

I'm pretty sure it doesn't. I was going to add that next...

[TheMadHatter]

Updated to send emails when the user is assigned to a ticket --

I had to redo just a small bit of code located at my line 18 in tickets.inc.php

/include/staff/tickets.inc.php -- my line 18 (immediately after the first line of original code in the file)

PHP Code:

// assign the user from the drop down list if one has been selected
if(isset($_GET['update']) && $_GET['update'] == "staff")
{
    $thisStaff = $_GET['staffid'];
    $ticketToUpdate = $_GET['ticket_id'];
    $tt = new Ticket($ticketToUpdate);
    $staffMessage = "You have been assigned a ticket.";
    $tt->assignStaff($thisStaff,$staffMessage);
} 


As you can see, I replaced the setStaffId() function with the assignStaff function. That with the message for the staff sends an email to the staff who the ticket has been assigned.

[harvy]

Originally Posted by TheMadHatter

Hey everyone,

So I'm new here. Just stumbled upon osTicket the other day and have an add-on I've done that hopefully some others can put to use. I'm sure it's probably not the best or most efficient way to do it but it gets the job done. So if you'd like to be able to assign a staff user to a ticket from the list of tickets, here's how I did it.

First... I added the column header to the table in tickets.inc.php:

/include/staff/tickets.inc.php -- around line 412 (my line numbers are probably kinda high)

TheMadHatter,

Thanks for your hard work but can you please just post whole tickets.inc.php and class.ticket.php files as the line numbers you've given don't match what so ever? Maybe it's also compatibility issue. Is that working with RC5?

Cheers!

[mianos]

interested in this too!!

is it working with RC5?

[masino_sinaga]

I have proved it in 1.6 RC5. Please follow this link.
Hope it helps you.

Sincerely,
Masino Sinaga