From 8598e9997f95b39a279bbe9a5efc2a00ab447535 Mon Sep 17 00:00:00 2001
From: Peter Rotich <peter@osticket.com>
Date: Thu, 7 Apr 2016 23:12:50 +0000
Subject: [PATCH] closed-by: Credit the agent opening a ticket
This PR addresses a bug where an agent-opened ticket doesn't set closed by
or mistakenly set it to auto-assigned agent when a status of closed state is
selected.
* Always credit the agent opening the ticket with close credit on closure
* Only do ticket auto-assignment IF the resulting status is in open state
---
include/class.ticket.php | 59 +++++++++++++++++++++-------------------
1 file changed, 31 insertions(+), 28 deletions(-)
diff --git a/include/class.ticket.php b/include/class.ticket.php
index 8f5dd5551..5c7bcef0a 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -3245,7 +3245,9 @@ implements RestrictedAccess, Threadable {
}
}
- // Any error above is fatal.
+
+
+ // Any errors above are fatal.
if ($errors)
return 0;
@@ -3427,38 +3429,39 @@ implements RestrictedAccess, Threadable {
// Configure service-level-agreement for this ticket
$ticket->selectSLAId($vars['slaId']);
- // Assign ticket to staff or team (new ticket by staff)
- if ($vars['assignId']) {
- $asnform = $ticket->getAssignmentForm(array(
- 'assignee' => $vars['assignId'],
- 'comments' => $vars['note'])
- );
- $e = array();
- $ticket->assign($asnform, $e);
- }
- else {
- // Auto assign staff or team - auto assignment based on filter
- // rules. Both team and staff can be assigned
- if ($vars['staffId'])
- $ticket->assignToStaff($vars['staffId'], false);
- if ($vars['teamId'])
- // No team alert if also assigned to an individual agent
- $ticket->assignToTeam($vars['teamId'], false, !$vars['staffId']);
+ // Set status
+ $status = TicketStatus::lookup($statusId);
+ if (!$status || !$ticket->setStatus($status, false, $errors,
+ !strcasecmp($origin, 'staff'))) {
+ // Tickets _must_ have a status. Forceably set one here
+ $ticket->setStatusId($cfg->getDefaultTicketStatusId());
+ }
+
+ // Only do assignment if the ticket is in an open state
+ if ($ticket->isOpen()) {
+ // Assign ticket to staff or team (new ticket by staff)
+ if ($vars['assignId']) {
+ $asnform = $ticket->getAssignmentForm(array(
+ 'assignee' => $vars['assignId'],
+ 'comments' => $vars['note'])
+ );
+ $e = array();
+ $ticket->assign($asnform, $e);
+ }
+ else {
+ // Auto assign staff or team - auto assignment based on filter
+ // rules. Both team and staff can be assigned
+ if ($vars['staffId'])
+ $ticket->assignToStaff($vars['staffId'], false);
+ if ($vars['teamId'])
+ // No team alert if also assigned to an individual agent
+ $ticket->assignToTeam($vars['teamId'], false, !$vars['staffId']);
+ }
}
// Update the estimated due date in the database
$ticket->updateEstDueDate();
- // Apply requested status — this should be done AFTER assignment,
- // because if it is requested to be closed, it should not cause the
- // ticket to be reopened for assignment.
- if ($statusId) {
- if (!$ticket->setStatus($statusId, false, $errors, false)) {
- // Tickets _must_ have a status. Forceably set one here
- $ticket->setStatusId($cfg->getDefaultTicketStatusId());
- }
- }
-
/********** double check auto-response ************/
//Override auto responder if the FROM email is one of the internal emails...loop control.
if($autorespond && (Email::getIdByEmail($ticket->getEmail())))
--
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