From e641cbb843563c2bab53cbefdfb609aa5c8849dd Mon Sep 17 00:00:00 2001
From: Peter Rotich <peter@osticket.com>
Date: Mon, 3 Mar 2014 21:32:35 +0000
Subject: [PATCH] Unassign reopened tickets if claim on response is NOT
enabled.
---
include/class.ticket.php | 18 ++++++++++++++----
1 file changed, 14 insertions(+), 4 deletions(-)
diff --git a/include/class.ticket.php b/include/class.ticket.php
index d046a85f7..72ed7d852 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -879,16 +879,26 @@ class Ticket {
db_query('UPDATE '.TICKET_TABLE.' SET isanswered=0,lastmessage=NOW() WHERE ticket_id='.db_input($this->getId()));
- //auto-assign to closing staff or last respondent
- if(!($staff=$this->getStaff()) || !$staff->isAvailable()) {
- if(($lastrep=$this->getLastRespondent()) && $lastrep->isAvailable()) {
+ // Auto-assign to closing staff or last respondent
+ // If the ticket is closed and auto-claim is not enabled then put the
+ // ticket back to unassigned pool.
+ if ($this->isClosed() && !$cfg->autoClaimTickets()) {
+ $this->setStaffId(0);
+ } elseif(!($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 ($cfg->autoClaimTickets() //Auto claim is enabled.
+ && ($lastrep=$this->getLastRespondent())
+ && $lastrep->isAvailable()) {
$this->setStaffId($lastrep->getId()); //direct assignment;
} else {
$this->setStaffId(0); //unassign - last respondent is not available.
}
}
- if($this->isClosed()) $this->reopen(); //reopen..
+ // Reopen if closed.
+ if($this->isClosed()) $this->reopen();
/********** double check auto-response ************/
if($autorespond && (Email::getIdByEmail($this->getEmail())))
--
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