Always notify managers on new ticket

include/class.ticket.php

@@ -2383,11 +2383,18 @@ class Ticket {
         // Configure service-level-agreement for this ticket
         $ticket->selectSLAId($vars['slaId']);
 
-        //Auto assign staff or team - auto assignment based on filter rules.
-        if($vars['staffId'] && !$vars['assignId'])
-             $ticket->assignToStaff($vars['staffId'], 'Auto Assignment');
-        if($vars['teamId'] && !$vars['assignId'])
-            $ticket->assignToTeam($vars['teamId'], 'Auto Assignment');
+        // Assign ticket to staff or team (new ticket by staff)
+        if($vars['assignId']) {
+            $ticket->assign($vars['assignId'], $vars['note']);
+        }
+        else {
+            // Auto assign staff or team - auto assignment based on filter
+            // rules. Both team and staff can be assigned
+            if ($vars['staffId'])
+                 $ticket->assignToStaff($vars['staffId'], 'Auto Assignment');
+            if ($vars['teamId'])
+                $ticket->assignToTeam($vars['teamId'], 'Auto Assignment');
+        }
 
         /**********   double check auto-response  ************/
         //Override auto responder if the FROM email is one of the internal emails...loop control.
@@ -2454,7 +2461,10 @@ class Ticket {
                 $errors['name'] = 'Name required';
         }
 
-        if(!($ticket=Ticket::create($vars, $errors, 'staff', false, (!$vars['assignId']))))
+        if (!$thisstaff->canAssignTickets())
+            unset($vars['assignId']);
+
+        if(!($ticket=Ticket::create($vars, $errors, 'staff', false)))
             return false;
 
         $vars['msgId']=$ticket->getLastMsgId();
@@ -2475,13 +2485,14 @@ class Ticket {
             }
         }
 
-        //Post Internal note
-        if($vars['assignId'] && $thisstaff->canAssignTickets()) { //Assign ticket to staff or team.
-            $ticket->assign($vars['assignId'], $vars['note']);
-        } elseif($vars['note']) { //Not assigned...save optional note if any
+        // Not assigned...save optional note if any
+        if (!$vars['assignId'] && $vars['note']) {
             $ticket->logNote('New Ticket', $vars['note'], $thisstaff, false);
-        } else { //Not assignment and no internal note - log activity
-            $ticket->logActivity('New Ticket by Staff','Ticket created by staff -'.$thisstaff->getName());
+        }
+        else {
+            // Not assignment and no internal note - log activity
+            $ticket->logActivity('New Ticket by Staff',
+                'Ticket created by staff -'.$thisstaff->getName());
         }
 
         $ticket->reload();

include/i18n/en_US/help/tips/settings.alerts.yaml

@@ -16,8 +16,14 @@
 new_ticket:
     title: New Ticket Alert
     content: >
+        <p>
         Alert sent out to staff members when new tickets are created in the
         system.
+        </p><p class="info-banner">
+        <i class="icon-info-sign"></i>
+        Staff members (department members) are not
+        notified with this alert if the ticket is automatically assigned.
+        </p>
     links:
       - title: Default New Ticket Alert Template
         href: /scp/templates.php?default_for=ticket.alert

scp/css/scp.css

@@ -47,13 +47,17 @@ a {
     color: #555;
 }
 
-#msg_info { margin: 0; padding: 5px; margin-bottom: 10px; color: #3a87ad; border: 1px solid #bce8f1;  background-color: #d9edf7; }
+#msg_info,
+.info-banner { margin: 0; padding: 5px; margin-bottom: 10px; color: #3a87ad; border: 1px solid #bce8f1;  background-color: #d9edf7; }
 
-#msg_notice { margin: 0; padding: 5px 10px 5px 36px; margin-bottom: 10px; border: 1px solid #0a0; background: url('../images/icons/ok.png') 10px 50% no-repeat #e0ffe0; }
+#msg_notice,
+.notice-banner { margin: 0; padding: 5px 10px 5px 36px; margin-bottom: 10px; border: 1px solid #0a0; background: url('../images/icons/ok.png') 10px 50% no-repeat #e0ffe0; }
 
-#msg_warning { margin: 0; padding: 5px 10px 5px 36px; margin-bottom: 10px; border: 1px solid #f26522; background: url('../images/icons/alert.png') 10px 50% no-repeat #ffffdd; }
+#msg_warning,
+.warning-banner { margin: 0; padding: 5px 10px 5px 36px; margin-bottom: 10px; border: 1px solid #f26522; background: url('../images/icons/alert.png') 10px 50% no-repeat #ffffdd; }
 
-#msg_error { margin: 0; padding: 5px 10px 5px 36px; margin-bottom: 10px; border: 1px solid #a00; background: url('../images/icons/error.png') 10px 50% no-repeat #fff0f0; }
+#msg_error,
+.error-banner { margin: 0; padding: 5px 10px 5px 36px; margin-bottom: 10px; border: 1px solid #a00; background: url('../images/icons/error.png') 10px 50% no-repeat #fff0f0; }
 
 #notice_bar { margin: 0; padding: 5px 10px 5px 36px; height: 16px; line-height: 16px; border: 1px solid #0a0; background: url('../images/icons/ok.png') 10px 50% no-repeat #e0ffe0; }