jprost
01-23-2008, 07:39 AM
I would really like to see an ability to have tickets assigned automatically, so that based on your "topic" the ticket gets assigned to a specific engineer.
While it isnt all that terrible a task to assign a ticket, it would be a heck of alot easier for small organizations to bypass the step of having to assign when they only have a small group of support engineers.
thanx...
jason...
So, assign can be done for example by entering Staffresponse in a ticket?
You need to edit class.ticket.php
//Insert Staff Reply
function postResponse($msgid,$response,$signature='none',$a ttachment=false,$canalert=true){
global $thisuser,$cfg;
if(!$thisuser || !$thisuser->getId() || !$thisuser->isStaff()) //just incase
return 0;
$sql= 'INSERT INTO '.TICKET_RESPONSE_TABLE.' SET created=NOW() '.
',ticket_id='.db_input($this->getId()).
',msg_id='.db_input($msgid).
',response='.db_input(Format::striptags($response) ).
',staff_id='.db_input($thisuser->getId()).
',staff_name='.db_input($thisuser->getName()).
',ip_address='.db_input($thisuser->getIP());
$resp_id=0;
// INSERT CODE HERE
if(db_query($sql) && ($resp_id=db_insert_id())):
replace line INSERT CODE HERE WITH:
//@Modification - Assign automatically to the respondent
$sql1='UPDATE ost_ticket SET `staff_id` = '.$thisuser->getId().' WHERE ticket_id = '.$this->getId();
$sql1_qry=db_query($sql1);
masino_sinaga
04-20-2009, 02:22 PM
Another suggestion:
http://www.osticket.com/forums/showthread.php?t=2015
Best regards,
Masino Sinaga