From d50ebbb16a1e6b8ec4f55c63d2f01404cda20bb4 Mon Sep 17 00:00:00 2001
From: aydreeihn <adriane@enhancesoft.com>
Date: Fri, 8 Nov 2019 09:19:50 -0600
Subject: [PATCH] Modify Reopen Assignment
This commit modifies the code to ensure that if the 'Disable auto assign on reopen' box is checked for a department, reopened tickets are open as unassigned when a ticket is reopened by a user's message as well as when an agent manually reopens the ticket.
---
include/class.ticket.php | 37 +++++++++++++++++++------------------
1 file changed, 19 insertions(+), 18 deletions(-)
diff --git a/include/class.ticket.php b/include/class.ticket.php
index f8dbc5bf5..e28ec6993 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -1363,7 +1363,24 @@ implements RestrictedAccess, Threadable, Searchable {
};
break;
case 'open':
- // TODO: check current status if it allows for reopening
+ if ($this->isClosed() && $this->isReopenable()) {
+ // 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();
+ $autoassign = (!$dept->disableReopenAutoAssign());
+ if ($autoassign
+ && $staff
+ // Is agent on vacation ?
+ && $staff->isAvailable()
+ // Does the agent have access to dept?
+ && $staff->canAccessDept($dept))
+ $this->setStaffId($staff->getId());
+ else
+ $this->setStaffId(0); // Clear assignment
+ }
+
if ($this->isClosed()) {
$this->closed = $this->lastupdate = $this->reopened = SqlFunction::NOW();
$ecb = function ($t) {
@@ -1701,24 +1718,8 @@ implements RestrictedAccess, Threadable, Searchable {
// We're also checking autorespond flag because we don't want to
// reopen closed tickets on auto-reply from end user. This is not to
// confused with autorespond on new message setting
- if ($reopen && $this->isClosed() && $this->isReopenable()) {
+ if ($reopen && $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();
- $autoassign = (!$dept->disableReopenAutoAssign());
- if ($autoassign
- && $staff
- // Is agent on vacation ?
- && $staff->isAvailable()
- // Does the agent have access to dept?
- && $staff->canAccessDept($dept))
- $this->setStaffId($staff->getId());
- else
- $this->setStaffId(0); // Clear assignment
- }
if (!$autorespond)
return;
--
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