From fd44c7b49c12ebd0006b50694f78d0525c855b93 Mon Sep 17 00:00:00 2001
From: Jared Hancock <jared@osticket.com>
Date: Wed, 24 Jun 2015 14:17:17 -0500
Subject: [PATCH] Ensure OoO message does not clear closing agent
This patch will help ensure that if a ticket is not reopened on a message
(perhaps because of a out-of-office auto-reply from an enduser), then the
closing agent on a closed ticket should not be cleared.
---
include/class.ticket.php | 41 ++++++++++++++++++++++------------------
1 file changed, 23 insertions(+), 18 deletions(-)
diff --git a/include/class.ticket.php b/include/class.ticket.php
index c31f155d6..53dce9cb9 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -1158,31 +1158,36 @@ class Ticket {
db_query('UPDATE '.TICKET_TABLE.' SET isanswered=0,lastmessage=NOW() WHERE ticket_id='.db_input($this->getId()));
- // Auto-assign to closing staff or last respondent
- // If the ticket is closed and auto-claim is not enabled then put the
- // ticket back to unassigned pool.
- if ($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 {
- $this->setStaffId(0); //unassign - last respondent is not available.
- }
- }
// Reopen if closed AND reopenable
// We're also checking autorespond flag because we don't want to
// reopen closed tickets on auto-reply from end user. This is not to
// confused with autorespond on new message setting
- if ($autorespond && $this->isClosed() && $this->isReopenable())
+ if ($autorespond && $this->isClosed() && $this->isReopenable()) {
$this->reopen();
+ // Auto-assign to closing staff or last respondent
+ // If the ticket is closed and auto-claim is not enabled then put the
+ // ticket back to unassigned pool.
+ if (!$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 (($lastrep = $this->getLastRespondent())
+ && $lastrep->isAvailable()
+ ) {
+ $this->setStaffId($lastrep->getId()); //direct assignment;
+ }
+ else {
+ // unassign - last respondent is not available.
+ $this->setStaffId(0);
+ }
+ }
+ }
+
/********** double check auto-response ************/
if (!($user = $message->getUser()))
$autorespond=false;
--
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