From b104f87e7e5e4dd812994a65de79e974d8d51cfa Mon Sep 17 00:00:00 2001
From: Jared Hancock <jared@osticket.com>
Date: Fri, 11 Apr 2014 08:46:53 -0500
Subject: [PATCH] Always notify managers on new ticket
---
include/class.ticket.php | 35 ++++++++++++-------
.../i18n/en_US/help/tips/settings.alerts.yaml | 6 ++++
scp/css/scp.css | 12 ++++---
3 files changed, 37 insertions(+), 16 deletions(-)
diff --git a/include/class.ticket.php b/include/class.ticket.php
index 7852ec094..625ddb1cf 100644
--- a/include/class.ticket.php
+++ b/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();
diff --git a/include/i18n/en_US/help/tips/settings.alerts.yaml b/include/i18n/en_US/help/tips/settings.alerts.yaml
index 19fb979c9..c0532f1ac 100644
--- a/include/i18n/en_US/help/tips/settings.alerts.yaml
+++ b/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
diff --git a/scp/css/scp.css b/scp/css/scp.css
index ea1a1ddde..db6935577 100644
--- a/scp/css/scp.css
+++ b/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; }
--
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