[mod req] remind

[Skeyelab]

i would love a button that would send an email to an already assigned staff member to remind them to get on their tickets.

as i see it now, an email is sent out upon initial assignment, and at any time a customer replies.

but not all my support staff works every day. sometimes then need a little reminder.

i have found unassigning and reassigning works, but i just want a "remind staff" button.

any ideas on this?

[masino_sinaga]

How about the following solution?

Remind Staff about Assigned Ticket in osTicket System v1.6 RC5

Sincerely,
Masino Sinaga

[Skeyelab]

its close, but the email it sends does not parse %assigner or %assignee, it does however parse %ticket.

any thoughts?

[masino_sinaga]

Yeah. I see.

Since those %assigner and %assignee have not been replaced with the related value, then you have to modify the replaceTemplateVars() function in \include\class.ticket.php file.

I have just added the step number 4 on that my blog to modify the function in that file. Please check again through that link I gave above.

I have tested on mine, and now those %assigner and %assignee have been parsed properly.

Cheers!

Sincerely,
Masino Sinaga

[Skeyelab]

still not quite working

    //Replace base variables.
    function replaceTemplateVars($text){
        global $cfg;
        global $thisuser;
        
        

        $dept = $this->getDept();
        $staff= $this->getStaff();

        $search = array('/%id/','/%ticket/','/%email/','/%name/','/%subject/','/%topic/','/%phone/','/%status/','/%priority/',
                        '/%dept/','/%assigned_staff/','/%createdate/','/%duedate/','/%closedate/','/%url/','/%msg/','/%internal/','/%assignee/','/%assigner/');
        $replace = array($this->getId(),
                         $this->getExtId(),
                         $this->getEmail(),
                         $this->getName(),
                         $this->getSubject(),
                         $this->getHelpTopic(),
                         $this->getPhoneNumber(),
                         $this->getStatus(),
                         $this->getPriority(),
                         ($dept?$dept->getName():''),
                         ($staff?$staff->getName():''),
                         Format::db_daydatetime($this->getCreateDate()),
                         Format::db_daydatetime($this->getDueDate()),
                         Format::db_daydatetime($this->getCloseDate()),
                         $cfg->getBaseUrl(),
                         ($staff?$staff->getName():''),
			             $thisuser->getUsername(),
$this->getMsgText(),
$this->getInternalNotes()  
                         );
        return preg_replace($search,$replace,$text);
    }

[masino_sinaga]

Well, it looks like your replaceTemplateVars has been changed before. That's why it looks different with mine. You have to adjust the position for each $search array element, should be match with the position for each $replace array element.

Please, use this code below. It should be working now after you use this function.

PHP Code:

    //Replace base variables.
    function replaceTemplateVars($text){
        global $cfg;
        global $thisuser;                

        $dept = $this->getDept();
        $staff= $this->getStaff();

        $search = array('/%id/','/%ticket/','/%email/','/%name/','/%subject/','/%topic/','/%phone/','/%status/','/%priority/',
                        '/%dept/','/%assigned_staff/','/%createdate/','/%duedate/','/%closedate/','/%url/','/%msg/','/%internal/','/%assignee/','/%assigner/');
        $replace = array($this->getId(),
                         $this->getExtId(),
                         $this->getEmail(),
                         $this->getName(),
                         $this->getSubject(),
                         $this->getHelpTopic(),
                         $this->getPhoneNumber(),
                         $this->getStatus(),
                         $this->getPriority(),
                         ($dept?$dept->getName():''),
                         ($staff?$staff->getName():''),
                         Format::db_daydatetime($this->getCreateDate()),
                         Format::db_daydatetime($this->getDueDate()),
                         Format::db_daydatetime($this->getCloseDate()),
                         $cfg->getBaseUrl(),
                         $this->getMsgText(),
                         $this->getInternalNotes(),
                         ($staff?$staff->getName():''),
                         $thisuser->getUsername() 
                         );
        return preg_replace($search,$replace,$text);
    } 


Sincerely,
Masino Sinaga

[Skeyelab]

hmm, still not right, but its ok.

anyway to automate this reminder process?

i would like all my staff to be reminded of their tickets in the mornings.

[masino_sinaga]

There is no problem with mine.
It should be work also with yours.
Make sure those variables also parsed.
Afterwards, you are able to automate this task.

Sincerely,
Masino Sinaga

[trbn]

@Skeyelab:

Did you automate this task?

If not, I would be very interested in this MOD!

Greetings,
Torben

[trbn]

Hey,

maybe anyone other can help?
This MOD would be very usefull in my opinion!

Greetings,
Torben