From 5257136edfaac5a0cc6e84577c42846f458d3bfd Mon Sep 17 00:00:00 2001
From: Peter Rotich <peter@osticket.com>
Date: Wed, 2 Dec 2015 12:03:43 +0000
Subject: [PATCH] Check agent's access on reopen auto-assignment
Auto-assign to closing staff or the last respondent if the agent is available
and has access. Otherwise, put the ticket back to unassigned pool.
---
include/class.ticket.php | 33 +++++++++++++--------------------
1 file changed, 13 insertions(+), 20 deletions(-)
diff --git a/include/class.ticket.php b/include/class.ticket.php
index 61da381c5..e4764a857 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -1525,28 +1525,21 @@ implements RestrictedAccess, Threadable {
// confused with autorespond on new message setting
if ($autorespond && $this->isClosed() && $this->isReopenable()) {
$this->reopen();
+ // Auto-assign to closing staff or the last respondent if the
+ // agent is available and has access. Otherwise, put the ticket back
+ // to unassigned pool.
$dept = $this->getDept();
+ $staff = $this->getStaff() ?: $this->getLastRespondent();
$autoclaim = ($cfg->autoClaimTickets() && !$dept->disableAutoClaim());
- // Auto-assign to closing staff or last respondent
- // If the ticket is closed and auto-claim is not enabled then put the
- // ticket back to unassigned pool.
- if (!$autoclaim) {
- $this->setStaffId(0);
- }
- elseif (!($staff = $this->getStaff()) || !$staff->isAvailable()) {
- // Ticket has no assigned staff - if auto-claim is enabled then
- // try assigning it to the last respondent (if available)
- // otherwise leave the ticket unassigned.
- if (($lastrep = $this->getLastRespondent())
- && $lastrep->isAvailable()
- ) {
- $this->setStaffId($lastrep->getId()); //direct assignment;
- }
- else {
- // unassign - last respondent is not available.
- $this->setStaffId(0);
- }
- }
+ if ($autoclaim
+ && $staff
+ // Is agent on vacation ?
+ && $staff->isAvailable()
+ // Does the agent have access to dept?
+ && $staff->canAccessDept($dept->getId()))
+ $this->setStaffId($staff->getId());
+ else
+ $this->setStaffId(0); // Clear assignment
}
// Figure out the user
--
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