Merge tickets content

[masino_sinaga]

Have you found the solution regarding your needs? Let us know.

Sincerely,
Masino Sinaga

[durangod]

no sir, i have tried several things, tried sorting before it gets to the posting, tried putting the sql in two sep statements, tried tons of things just cant get it to work, it either bombs the page or the field display is messed up or the php blows up.. i can get the if to work but not the else for some reason...

its prob just like a ; or something that im missing....

can you help please my eyeballs are falling out and so is my hair.. and i would love to go test your other mod once i get this done.. help please

[masino_sinaga]

Okay then. I will try to help you tomorrow (actually I am going to go out of town tomorrow morning for some job from my office). I will try to provide some time by tomorrow noon or night.

Now it is too late at my country; almost 00:01 AM right now. Going to bed now. See you later.

Sincerely,
Masino Sinaga

[durangod]

thanks bud, ok here is what i need, on the merge mod you have this following section that we post at the bottom of our include/staff.viewticket.inc.php, i just need this section to screen if your admin you see all tickets in the system, if your not admin you only see your dept tickets thats all...

here is your code... appreciate it and have a great trip...

<?
             //Admin and Manager function - merge tickets.
            if( ($thisuser->isadmin() || $thisuser->isManager() ) &&  ($ticket->getStatus()!='closed') ) {  
                 ?>
            <div id="mergeticket" class="tabbertab"  align="left">
 
                <h2>Merge Ticket</h2>
                <p>
                    <form action="tickets.php?id=<?=$id?>#mergeticket" name="notes" method="post" enctype="multipart/form-data">
                        <input type="hidden" name="ticket_id" value="<?=$id?>">
                        <input type="hidden" name="a" value="mergeticket">
                        <input type="hidden" name="email" value="<?php echo $ticket->getEmail(); ?>">
                        <input type="hidden" name="status" value="<?php echo $ticket->getStatus(); ?>">
                           Merge this current ticket into ticket # <select id="keepticket" name="keepticket">
			   <?
			   $sql = 'SELECT ticket_id, concat(ticketid,": ",subject) AS label FROM '.TICKET_TABLE.' WHERE email='.
                                  '(SELECT email FROM ost_ticket WHERE ticket_id = '.$id.') AND status '.
                                  '= "open" AND ticket_id <> '.$id.' ORDER BY `created` DESC ';
			   $lookuptickets = db_query($sql);
                           while (list($ticket_id,$label) = db_fetch_row($lookuptickets)){
                           ?>                                    
                             <option value="<?=$ticket_id?>"><?=$label?></option>
                           <?
                           }?>
                           </select>
                           <div><input type="checkbox" value="1" name="notifycustomer" checked="true" />Send Email to Customer inform the Ticket Merging</div>
                           <div  style="margin-left: 50px; margin-top: 5px; margin-bottom: 10px;border: 0px;" align="left">
                              <input class="button" type='submit' value='Merge Ticket'/>
                              <input class="button" type='reset' value='Reset' />
                              <input class="button" type='button' value='Cancel' onClick="history.go(-1)" />
                           </div>
                        </p>
                    </form>
                </p>
            </div>
            <?}?>

[masino_sinaga]

Just arrived at home.

Well, try this modification then:

Limiting Tickets Based on Current Department in Merge Ticket Selection of osTicket v1.6 RC5

Sincerely,
Masino Sinaga

[durangod]

nice job wow, no wonder i was not getting anywhere with my simple code, i forgot so many things to check....lol nice job works perfect... thank you and my brain thanks you..

[jrmckinn]

Great Mod! I'm running in to one issue. When I open the Merge Tab section, there are no tickets listed in the Drop Down? Any ideas? Thanks!

[shobazee]

In order to implement this we need to decide on what it means to "merge" several tickets. Where do the description, milestone, etc. of the merged ticket go? Are the comments interspersed in chronological order, or somehow separated based on the original ticket?
Volte: it sounds like you actually want to keep the tickets separate, but link them so that they are both closed at once and counted as 1 ticket. It seems like this would cause confusion since there are now 2 or more open tickets where comments can continue, so users following the issue must watch all the duplicate tickets. It'd be helpful if you could explain what shortcomings you see with closing tickets as duplicates that you could address by "merging" the tickets.

[jmurphy444]

Once you merge the tickets...from multiple senders...who gets the response...everyone or the master (first) sender?

[kavlito]

Originally Posted by masino_sinaga

Thanks for your short feedback!

You can get the modification code now:
Add Merge Ticket Feature into osTicket v1.6 RC5

Sincerely,
Masino Sinaga

In your post above, in the linked page with the mod you state, "This feature can only be accessed by user with admin and manager level."

However, my Managers cannot see the Merge Tickets tab, only Admins. I tested the same ticket # signed in as Admin and Manager, and only Admin sees the Merge Tickets tab.

I reference this line:

if( ($thisuser->isadmin() || $thisuser->isManager() ) &&  ($ticket->getStatus()!='closed') ) {

in \include\staff\viewticket.inc.php.

This seems to be where the user is authenticated. If I understand this correctly, if thisuser is not admin, then check for Manager. In other words, if thisuser is admin or Manager, and ticket is not closed, then show Merge Ticket tab.

Since it is not working when Manager, I question how thisuser is determined to be Manager.

Is this authenticating from the Account Type or User Group (or something else)?

Thanks in advance.