-
Peter Rotich authored
Add the initial concept of thread (tickets & tasks) referral. * Agent & Team Referring a ticket to an agent or team - is just like assignment without actually assigning. If referred agent doesn't have access to the ticket's department then they'll only have view access. * Department This is like assigning a ticket to the entire department. Meaning agents who have access to the referred to department will now see the ticket - what they can do with the ticket will depend on the assigned role in that particular department. It's important to note the ticket will technically be still the responsibility of the primary department. Transferring the ticket is the sure way to relinquishing the responsibility. * Auto Department Referral via email This will happen if an email is sent to multiple departments. For example an email with TO: support & CC: billing will result in the ticket getting routed to "support" department and "billing" getting a referral of the same ticket. This allows both departments to have visibility of the ticket - which is not possible at the moment.
Peter Rotich authoredAdd the initial concept of thread (tickets & tasks) referral. * Agent & Team Referring a ticket to an agent or team - is just like assignment without actually assigning. If referred agent doesn't have access to the ticket's department then they'll only have view access. * Department This is like assigning a ticket to the entire department. Meaning agents who have access to the referred to department will now see the ticket - what they can do with the ticket will depend on the assigned role in that particular department. It's important to note the ticket will technically be still the responsibility of the primary department. Transferring the ticket is the sure way to relinquishing the responsibility. * Auto Department Referral via email This will happen if an email is sent to multiple departments. For example an email with TO: support & CC: billing will result in the ticket getting routed to "support" department and "billing" getting a referral of the same ticket. This allows both departments to have visibility of the ticket - which is not possible at the moment.
class.model.php 2.13 KiB
<?php
/*********************************************************************
class.model.php
Peter Rotich <peter@osticket.com>
Copyright (c) 2006-2014 osTicket
http://www.osticket.com
Released under the GNU General Public License WITHOUT ANY WARRANTY.
See LICENSE.TXT for details.
vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
// TODO: Make ObjectModel models base class and extend VerySimpleModel
class ObjectModel {
const OBJECT_TYPE_TICKET = 'T';
const OBJECT_TYPE_THREAD = 'H';
const OBJECT_TYPE_USER = 'U';
const OBJECT_TYPE_ORG = 'O';
const OBJECT_TYPE_FAQ = 'K';
const OBJECT_TYPE_FILE = 'F';
const OBJECT_TYPE_TASK = 'A';
const OBJECT_TYPE_TEAM = 'E';
const OBJECT_TYPE_DEPT = 'D';
const OBJECT_TYPE_STAFF = 'S';
private function objects() {
static $objects = false;
if ($objects == false) {
$objects = array(
self::OBJECT_TYPE_TICKET => 'Ticket',
self::OBJECT_TYPE_THREAD => 'ThreadEntry',
self::OBJECT_TYPE_USER => 'User',
self::OBJECT_TYPE_ORG => 'Organization',
self::OBJECT_TYPE_FAQ => 'FAQ',
self::OBJECT_TYPE_FILE => 'AttachmentFile',
self::OBJECT_TYPE_TASK => 'Task',
self::OBJECT_TYPE_TEAM => 'Team',
self::OBJECT_TYPE_DEPT => 'Dept',
self::OBJECT_TYPE_STAFF => 'Staff',
);
}
return $objects;
}
static function getType($model) {
foreach (self::objects() as $t => $c) {
if ($model instanceof $c)
return $t;
}
}
static function lookup($id, $type) {
$model = null;
if ($id
&& ($objects=self::objects())
&& ($class=$objects[$type])
&& class_exists($class)
&& is_callable(array($class, 'lookup')))
$model = $class::lookup($id);
return $model;
}
}
?>