Sending emails only if Priority Level is set to HIGH

[rbbigdog]

Script URL: Intranet (Internal)
Version of script: 94
Hosting company: Internal IIS Server
URL of phpinfo.php: Intranet (Internal)
URL of session_test.php: Intranet (Internal)
What terms did you try when SEARCHING for a solution: "Priority Email" and "Priority and emails"

Write your message below:

I'm trying your script on an intrernal IIS server to setup a inhouse HelpDesk system (for Computer support). The script works great and I haven't run into any problems with it and I actually don't expect to (I'm very impressed with this product).

I was wondering if anyone knows if there is a way to modify the script to only send emails to the admins/contacts when the priority level is set to high (and not send emails when set to low or medium)?

Thanks and again, nice script!

RB

[Klemen]

This is actually a good idea, will probably add it to the next version, but don't expect it before October-November (writing my diploma).

[rbbigdog]

Thanks for the feedback....I think that would be a nice feature when and if you have time to incorporate it into the script. We started using the script in house this week and it's working well.

I did modify the script a small bit to have it send the admins the message information in the email, but I'd rather not see the email at all unless it's a high priority type issue (of course, that doens't mean someone couldn't set it to high even if it wasn't a critical issue).

Anyway, thanks again!!

[rbbigdog]

FYI -

In "submit_ticket.php" and "reply_ticket.php", I made a simple modification to the /* Send e-mail to staff */ area:

/* Send e-mail to staff */
if (($priority['high']==1) or ($priority['medium']==2)){
$email=implode(',',$admins);
$headers="From: $hesk_settings[noreply_mail]\n";
$headers.="Reply-to: $hesk_settings[noreply_mail]\n";
@mail($email,$hesklang['new_ticket_submitted'],$message,$headers);
} // End Priority if
} // End if


I also needed to insert a $priority SQL call in reply_ticket.php (since $priority wasn't previously called from this file).

This seems to work and only sends emails to staff when "High" or "Medium" priorities have been selected with a new ticket or a reply ticket.

I'm no programmer (far from it) and I'm sure there are other (better) ways of doing it, but it seems to work for us (with no ill affects so far).

If anyone has a better way of performing this task, please pass it along.

Thanks!

RB

[rbbigdog]

We're adding other categories to our HESK HelpDesk, but not each group wanted the same type of email notifications, so I've changed the code a little more in both "submit_ticket.php" and "reply_ticket.php" files.

/* Send e-mail to staff */
if (($category['computer help']==1) AND (($priority['high']==1) or ($priority['medium']==2))){
$email=implode(',',$admins);
$headers="From: $hesk_settings[noreply_mail]\n";
$headers.="Reply-to: $hesk_settings[noreply_mail]\n";
@mail($email,$hesklang['new_ticket_submitted'],$message,$headers);
} // End Computer and priority if
if ($category['facilities help']==2){
$email=implode(',',$admins);
$headers="From: $hesk_settings[noreply_mail]\n";
$headers.="Reply-to: $hesk_settings[noreply_mail]\n";
@mail($email,$hesklang['new_ticket_submitted'],$message,$headers);
} // End Facilities and priority if
if (($category['telephone help']==3) AND ($priority['high']==1)){
$email=implode(',',$admins);
$headers="From: $hesk_settings[noreply_mail]\n";
$headers.="Reply-to: $hesk_settings[noreply_mail]\n";
@mail($email,$hesklang['new_ticket_submitted'],$message,$headers);
} // End telephone and priority if
} // End if

It seems a bit redundant, but it works (like I said, I'm no programmer). If anyone has a better way of performing this task, please feel free edit the code.

Thanks!

RB