Can't assign ticket

[orbwebs]

I am logged in as an administrator and I am unable to assign tickets to myself or to others. I get the error: unable to assign ticket.:(

I need to be able to do this, can anyone help?

Orbwebs

[TheBeast]

you made representive's and usergroups?

and give the representive's right on one (or more) groups?

[nwhit]

I have the same issue. Cannot assign or transfer a ticket. Have installed v1.6v4. This is second install as first did not perform any email, so reinstalled as per suggestion on forum.

Now have everything working except assign and transfer. Not sure where to look.

I have myself as admin and have set up a user as a staff person in that dept. But no matter whether I set that user up as an admin or staff, it keeps rejecting any attempt to assign or transfer. I cannot even assign a ticket to myself.

Anyone have any ideas to check? Thanks.

[johnr]

I am having the same problem. I have three departments setup, two administrators, with proper permissions setup for each group.

When I try to assign a Department, I get: "Unable to complete the transfer"

When I try to assign to Staff, I get: "Unable to assign the ticket"

Any insight?

[jollino]

I am having the very same issue on a brand new install of osTicket. I can't assign tickets, not even when I'm logged in as the administrator. Is there any fix for this?
Thanks

[jpowers40828]

We need to figure out where in the process an error is occurring. You should be able to echo different text, or mail() in order to find out where it is occurring. In scp/tickets.php ~ line 130 starts

case 'assign':

The if statement I would guess that would be causing the problems is the

if(!$errors && $ticket->assignStaff($_POST['staffId'],$_POST['assign_message'])){
$msg='Ticket Assigned to staff';
}else{
$errors['err']=$errors['err']?$errors['err']:'Unable to assign the ticket';
}


So, right before it add

if($errors) echo "errors";

We should be able to tell if the above mentioned if/else statement is failing due to errors, or its because assignStaff() is returning false.

The assignStaff() function is in include/class.ticket.php ~ line 405 it starts as

function assignStaff($staffId,$message,$alertstaff=true) {

You will have to add some echos or mails in there in order to find out where its failing.

[nwhit]

Has anyone tried this and/or resolved the problem?

[Roeshead]

I thought I was having the same issue and then realized that when you assign a ticket to someone, you must also put something in the "Comment/Message to assignee" area or else the assignment will fail.

HTH

[nwhit]

I thought I was having the same issue and then realized that when you assign a ticket to someone, you must also put something in the "Comment/Message to assignee" area or else the assignment will fail.

HTH

YOU HIT THE NAIL ON THE HEAD!!! In order to transfer or assign, you need a comment. Someone needs to fix the error message. If it requires a comment, it should say that somewhere. At least it now works.

[Corey]

YOU HIT THE NAIL ON THE HEAD!!! In order to transfer or assign, you need a comment. Someone needs to fix the error message. If it requires a comment, it should say that somewhere. At least it now works.

It does say it.

Comments/messge for assignee. (Saved as internal note) *Message required

[rikard454]

It does say it.

Yes but I managed to miss that and "only" saw the error message. Would make things clearer if it was mentioned in the actual error message.

Me personally I would prefer not to be forced to enter a message for something so trivial like "taking" a ticket. Anyone that has made a mod for that?

Cheers!
/Rikard "who really likes so far most of what he has seen of osTicket"

[scottro]

Yes but I managed to miss that and "only" saw the error message. Would make things clearer if it was mentioned in the actual error message.

Me personally I would prefer not to be forced to enter a message for something so trivial like "taking" a ticket. Anyone that has made a mod for that?

Cheers!
/Rikard "who really likes so far most of what he has seen of osTicket"

Yea, I've implemented this on mine as I didn't like it either. I'll find it and post it, it was pretty simple.

[scottro]

For the "Assign to Staff" section you can comment out the following line from

scp/tickets.php
$fields['assign_message'] = array('type'=>'text', 'required'=>1, 'error'=>'Message required');

like so:
//$fields['assign_message'] = array('type'=>'text', 'required'=>1, 'error'=>'Message required');

For assign to department you'll need:

scp/tickets.php
$fields['message'] = array('type'=>'text', 'required'=>1, 'error'=>'Note/Message required');

Like so:
//$fields['message'] = array('type'=>'text', 'required'=>1, 'error'=>'Note/Message required');

Then if you want to let people know that it is not required you can go into

include/staff/viewticket.inc.php
Find (for assign to staff):
<span >Comments/message for assignee. &nbsp;(<i>Saved as internal note</i>)
<font class='error'>&nbsp;*<?=$errors['assign_message']?></font></span>

And remove:
<font class='error'>&nbsp;*<?=$errors['assign_message']?></font>

Find (for department transfer):
<span >Comments/Reasons for the transfer. &nbsp;(<i>Internal note</i>)
<font class='error'>&nbsp;*<?=$errors['message']?></font></span>

Remove:
<font class='error'>&nbsp;*<?=$errors['message']?></font>

Now messages are no longer required to be present before assigning or transferring a ticket - and users are aware that it is not required.

http://tinyurl.com/nocommentreq

[rikard454]

Lovely, thanks scottro!
/Rikard

[PRedmond]

What if instead of commenting this out:

$fields['assign_message'] = array('type'=>'text', 'required'=>1, 'error'=>'Message required');

You change it to not-required:

$fields['assign_message'] = array('type'=>'text', 'required'=>0, 'error'=>'Message required');

That is, change the 1 to a 0. That way you can add the message if you want, but shouldn't have to...

Just a thought! ;)

[alexoliveira]

Would it be so hard to have the error msg read "unable to assign ticket, please include a message"

yes, I see that the instruction is there but it's a little weird to have that in the first place... seems unintuitive.