From 01f3680940091ad95ec88de8eba9b49c78d153fc Mon Sep 17 00:00:00 2001
From: Jared Hancock <jared@osticket.com>
Date: Wed, 27 Nov 2013 10:46:42 -0600
Subject: [PATCH] Replace assign-on-reopen with claim-on-response
If a ticket is currently unassigned and your respond to it, it's yours. If a
ticket is closed and later reopened due to a new message, the last
respondent will always be assigned if available at the time.
---
include/class.config.php | 5 +++--
include/class.ticket.php | 14 +++++++++++---
include/i18n/en_US/config.yaml | 2 +-
include/staff/settings-tickets.inc.php | 8 +++++---
4 files changed, 20 insertions(+), 9 deletions(-)
diff --git a/include/class.config.php b/include/class.config.php
index ca426bd2c..de2e6d9a2 100644
--- a/include/class.config.php
+++ b/include/class.config.php
@@ -147,6 +147,7 @@ class OsticketConfig extends Config {
'allow_online_attachments' => true,
'allow_online_attachments_onlogin' => false,
'name_format' => 'full', # First Last
+ 'auto_claim_tickets'=> true,
);
function OsticketConfig($section=null) {
@@ -651,8 +652,8 @@ class OsticketConfig extends Config {
return ($this->get('overdue_alert_dept_members'));
}
- function autoAssignReopenedTickets() {
- return ($this->get('auto_assign_reopened_tickets'));
+ function autoClaimTickets() {
+ return $this->get('auto_claim_tickets');
}
function showAssignedTickets() {
diff --git a/include/class.ticket.php b/include/class.ticket.php
index b8dbe2187..127e17aff 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -734,10 +734,14 @@ class Ticket {
.' ,isanswered='.db_input($isanswered)
.' WHERE ticket_id='.db_input($this->getId());
- //TODO: log reopen event here
+ if (!db_query($sql) || !db_affected_rows())
+ return false;
$this->logEvent('reopened', 'closed');
- return (db_query($sql) && db_affected_rows());
+ $this->ht['status'] = 'open';
+ $this->ht['isanswerd'] = $isanswered;
+
+ return true;
}
function onNewTicket($message, $autorespond=true, $alertstaff=true) {
@@ -872,7 +876,7 @@ class Ticket {
//auto-assign to closing staff or last respondent
if(!($staff=$this->getStaff()) || !$staff->isAvailable()) {
- if($cfg->autoAssignReopenedTickets() && ($lastrep=$this->getLastRespondent()) && $lastrep->isAvailable()) {
+ if(($lastrep=$this->getLastRespondent()) && $lastrep->isAvailable()) {
$this->setStaffId($lastrep->getId()); //direct assignment;
} else {
$this->setStaffId(0); //unassign - last respondent is not available.
@@ -1505,6 +1509,10 @@ class Ticket {
if(isset($vars['reply_ticket_status']) && $vars['reply_ticket_status'])
$this->setStatus($vars['reply_ticket_status']);
+ if($thisstaff && $this->isOpen() && !$this->getStaffId()
+ && $cfg->autoClaimTickets())
+ $this->setStaffId($thisstaff->getId()); //direct assignment;
+
$this->onResponse(); //do house cleaning..
$this->reload();
diff --git a/include/i18n/en_US/config.yaml b/include/i18n/en_US/config.yaml
index bc9dd7ec1..17c7083c3 100644
--- a/include/i18n/en_US/config.yaml
+++ b/include/i18n/en_US/config.yaml
@@ -71,7 +71,7 @@ core:
assigned_alert_staff: 1
assigned_alert_team_lead: 0
assigned_alert_team_members: 0
- auto_assign_reopened_tickets: 1
+ auto_claim_tickets: 1
show_related_tickets: 1
show_assigned_tickets: 1
show_answered_tickets: 0
diff --git a/include/staff/settings-tickets.inc.php b/include/staff/settings-tickets.inc.php
index c1de7869e..ce7489d19 100644
--- a/include/staff/settings-tickets.inc.php
+++ b/include/staff/settings-tickets.inc.php
@@ -98,10 +98,12 @@ if(!($maxfileuploads=ini_get('max_file_uploads')))
</td>
</tr>
<tr>
- <td>Reopened Tickets:</td>
+ <td>Claim Tickets:</td>
<td>
- <input type="checkbox" name="auto_assign_reopened_tickets" <?php echo $config['auto_assign_reopened_tickets']?'checked="checked"':''; ?>>
- Auto-assign reopened tickets to the last available respondent.
+ <input type="checkbox" name="auto_claim_tickets" <?php echo $config['auto_claim_tickets']?'checked="checked"':''; ?>>
+ Auto-assign unassigned tickets on response
+ <!-- Help Tip:
+ Reopened tickets are always assigned to the last respondent -->
</td>
</tr>
<tr>
--
GitLab