From 2fcc24a51bb66be67b5d02f22e43f9965021251a Mon Sep 17 00:00:00 2001
From: Peter Rotich <peter@enhancesoft.com>
Date: Tue, 31 Mar 2015 22:29:40 +0000
Subject: [PATCH] Unassign on transfer
Unassign tickets on transfer when the target department has assignment
restriction and the assigned staff is not a member.
Disable claim (quick self-assignment) when above restriction is in effect.
---
include/class.dept.php | 10 ++++++++++
include/class.ticket.php | 28 +++++++++++++++++++++++++++-
include/staff/ticket-view.inc.php | 9 +++++++--
scp/tickets.php | 19 ++++++++++++++-----
4 files changed, 58 insertions(+), 8 deletions(-)
diff --git a/include/class.dept.php b/include/class.dept.php
index d9d4c6309..cea549872 100644
--- a/include/class.dept.php
+++ b/include/class.dept.php
@@ -246,6 +246,16 @@ class Dept {
return ($this->getManagerId() && $this->getManagerId()==$staff);
}
+ function isMember($staff) {
+
+ if (is_object($staff))
+ $staff = $staff->getId();
+
+ // Members are indexed by ID
+ $members = $this->getMembers();
+
+ return ($members && isset($members[$staff]));
+ }
function isPublic() {
return ($this->ht['ispublic']);
diff --git a/include/class.ticket.php b/include/class.ticket.php
index 148f4f7d9..1740b10b0 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -1559,11 +1559,21 @@ class Ticket {
if($this->isClosed()) $this->reopen();
$this->reload();
+ $dept = $this->getDept();
// Set SLA of the new department
if(!$this->getSLAId() || $this->getSLA()->isTransient())
$this->selectSLAId();
+ // Make sure the new department allows assignment to the
+ // currently assigned agent (if any)
+ if ($this->isAssigned()
+ && ($staff=$this->getStaff())
+ && $dept->assignMembersOnly()
+ && !$dept->isMember($staff)) {
+ $this->setStaffId(0);
+ }
+
/*** log the transfer comments as internal note - with alerts disabled - ***/
$title=sprintf(_S('Ticket transferred from %1$s to %2$s'),
$currentDept, $this->getDeptName());
@@ -1573,7 +1583,7 @@ class Ticket {
$this->logEvent('transferred');
//Send out alerts if enabled AND requested
- if(!$alert || !$cfg->alertONTransfer() || !($dept=$this->getDept()))
+ if (!$alert || !$cfg->alertONTransfer())
return true; //no alerts!!
if (($email = $dept->getAlertEmail())
@@ -1616,6 +1626,21 @@ class Ticket {
return true;
}
+ function claim() {
+ global $thisstaff;
+
+ if (!$thisstaff || !$this->isOpen() || $this->isAssigned())
+ return false;
+
+ $dept = $this->getDept();
+ if ($dept->assignMembersOnly() && !$dept->isMember($thisstaff))
+ return false;
+
+ $comments = sprintf(_S('Ticket claimed by %s'), $thisstaff->getName());
+
+ return $this->assignToStaff($thisstaff->getId(), $comments, false);
+ }
+
function assignToStaff($staff, $note, $alert=true) {
if(!is_object($staff) && !($staff=Staff::lookup($staff)))
@@ -1933,6 +1958,7 @@ class Ticket {
&& $vars['reply_status_id'] != $this->getStatusId())
$this->setStatus($vars['reply_status_id']);
+ // Claim on response bypasses the department assignment restrictions
if($thisstaff && $this->isOpen() && !$this->getStaffId()
&& $cfg->autoClaimTickets())
$this->setStaffId($thisstaff->getId()); //direct assignment;
diff --git a/include/staff/ticket-view.inc.php b/include/staff/ticket-view.inc.php
index e3e93f736..c2608d4b7 100644
--- a/include/staff/ticket-view.inc.php
+++ b/include/staff/ticket-view.inc.php
@@ -76,7 +76,10 @@ if($ticket->isOverdue())
echo __('Edit'); ?></a>
<?php
}
- if ($ticket->isOpen() && !$ticket->isAssigned() && $thisstaff->canAssignTickets()) {?>
+ if ($ticket->isOpen()
+ && !$ticket->isAssigned()
+ && $thisstaff->canAssignTickets()
+ && $ticket->getDept()->isMember($thisstaff)) {?>
<a id="ticket-claim" class="action-button pull-right confirm-action" href="#claim"><i class="icon-user"></i> <?php
echo __('Claim'); ?></a>
@@ -803,7 +806,9 @@ print $note_form->getField('attachments')->render();
<select id="assignId" name="assignId">
<option value="0" selected="selected">— <?php echo __('Select an Agent OR a Team');?> —</option>
<?php
- if($ticket->isOpen() && !$ticket->isAssigned())
+ if ($ticket->isOpen()
+ && !$ticket->isAssigned()
+ && $ticket->getDept()->isMember($thisstaff))
echo sprintf('<option value="%d">'.__('Claim Ticket (comments optional)').'</option>', $thisstaff->getId());
$sid=$tid=0;
diff --git a/scp/tickets.php b/scp/tickets.php
index 33300cb44..ce6418048 100644
--- a/scp/tickets.php
+++ b/scp/tickets.php
@@ -147,12 +147,21 @@ if($_POST && !$errors):
$id = preg_replace("/[^0-9]/", "",$_POST['assignId']);
$claim = (is_numeric($_POST['assignId']) && $_POST['assignId']==$thisstaff->getId());
+ $dept = $ticket->getDept();
- if(!$_POST['assignId'] || !$id)
+ if (!$_POST['assignId'] || !$id)
$errors['assignId'] = __('Select assignee');
- elseif($_POST['assignId'][0]!='s' && $_POST['assignId'][0]!='t' && !$claim)
- $errors['assignId']=__('Invalid assignee ID - get technical support');
- elseif($ticket->isAssigned()) {
+ elseif ($_POST['assignId'][0]!='s' && $_POST['assignId'][0]!='t' && !$claim)
+ $errors['assignId']= sprintf('%s - %s',
+ __('Invalid assignee '),
+ __('get technical support'));
+ elseif ($_POST['assignId'][0]!='s'
+ && $dept->assignMembersOnly()
+ && !$dept->isMember($id)) {
+ $errors['assignId'] = sprintf('%s. %s',
+ __('Invalid assignee'),
+ __('Must be department member'));
+ } elseif($ticket->isAssigned()) {
if($_POST['assignId'][0]=='s' && $id==$ticket->getStaffId())
$errors['assignId']=__('Ticket already assigned to the agent.');
elseif($_POST['assignId'][0]=='t' && $id==$ticket->getTeamId())
@@ -246,7 +255,7 @@ if($_POST && !$errors):
$errors['err'] = __('Only open tickets can be assigned');
} elseif($ticket->isAssigned()) {
$errors['err'] = sprintf(__('Ticket is already assigned to %s'),$ticket->getAssigned());
- } elseif($ticket->assignToStaff($thisstaff->getId(), (sprintf(__('Ticket claimed by %s'),$thisstaff->getName())), false)) {
+ } elseif ($ticket->claim()) {
$msg = __('Ticket is now assigned to you!');
} else {
$errors['err'] = __('Problems assigning the ticket. Try again');
--
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