Staff note on the ticket is added

[hollandsedrop]

/*************************************
Title:Hesk
Version: 2.3
Author:
Demo:
Download:
Website:

Short description:


*************************************/
Hi,

One Staff note on the ticket is added, other staffs notify email?

Thus, other staffs will be informed about.

Thanks.

[Klemen]

You will need to modify admin_ticket.php to do that. I can't help but you can try using e-mail code from other files (like submit_ticket.php).

[hollandsedrop]

Thansk Klemen.

Friends can help me in this matter there?

[Feuerdraht]

Hi,

looking for a possiblility to mailout to admins when a new note is added to a ticket i found this thread.

I made a solution by taking Klemens code from other files and modifying the admin_ticket.php. it is working for me...

Please be aware, that i am a php-noob and i do not garantee for anything; - )

Put the following code into your admin_ticket.php in the section /* Add a note action */ right before the header-redirect:

Code: Select all

            /* Need to notify any admins? */
            $admins=array();
            $sql = "SELECT `email`,`isadmin`,`categories` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` WHERE `notify`='1' AND `id`!=".hesk_dbEscape($_SESSION['id']);
            $result = hesk_dbQuery($sql);
            while ($myuser=hesk_dbFetchAssoc($result))
            {
                /* Is this an administrator? */
                if ($myuser['isadmin']) {$admins[]=$myuser['email']; continue;}
                /* Not admin, is he allowed this category? */
                $cat=substr($myuser['categories'], 0, -1);
                $myuser['categories']=explode(',',$cat);
                if (in_array($category['id'],$myuser['categories']))
                {
                    $admins[]=$myuser['email']; continue;
                }
            }
            if (count($admins)>0)
            {
                $trackingURL_admin=$hesk_settings['hesk_url'].'/admin/admin_ticket.php?track='.$trackingID;
                /* Get ticket info */
                $sql = "SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='".hesk_dbEscape($trackingID)."' LIMIT 1";
                $result = hesk_dbQuery($sql);
                if (hesk_dbNumRows($result) != 1)
                {
                    hesk_error($hesklang['ticket_not_found']);
                }
                $ticket = hesk_dbFetchAssoc($result);

                $msg = hesk_getEmailMessage('new_ticketnote_staff');
                $msg = str_replace('%%NAME%%',$ticket['name'],$msg);
                $msg = str_replace('%%SUBJECT%%',$ticket['subject'],$msg);
                $msg = str_replace('%%TRACK_ID%%',$trackingID,$msg);
                $msg = str_replace('%%TRACK_URL%%',$trackingURL_admin,$msg);
                $msg = str_replace('%%SITE_TITLE%%',$hesk_settings['site_title'],$msg);
                $msg = str_replace('%%SITE_URL%%',$hesk_settings['site_url'],$msg);
                $msg = str_replace('%%MESSAGE%%',hesk_msgToPlain($ticket['message'],1),$msg);

                /* Send e-mail */
                $email=implode(',',$admins);
                $headers = "From: $hesk_settings[noreply_mail]\n";
                $headers.= "Reply-to: $hesk_settings[noreply_mail]\n";
                $headers.= "Return-Path: $hesk_settings[webmaster_mail]\n";
                $headers.= "Content-type: text/plain; charset=".$hesklang['ENCODING'];
                @mail($email,$hesklang['newnote'],$msg,$headers); 
            }

Please be aware, that i added an email-template to notify about new notes. This email-template is called "new_ticketnote_staff". You have to put a file 'new_ticketnote_staff.txt' into your lang/email folder.

To allow HESK to use this email-template i have put the name of it into the array of valid emails in the files "admin_settings_save.php" , "admin_settings.php" and "common.inc.php'.

I also added a variable $hekslang['newnote'] with the subject to my langfile.

I works fine for me. It sends emails to all admins and users who have rights in the category. The user adding the note gets no mail.

For the email-template and/or variable for the subject, who have to decide for your own... you can take all existing templates or make a new one like i did. You have to change the "new_ticketnote_staff" and "$hekslang['newnote']" in the code above to the values of your choice. If you take an existing template you dont have to add anything into the array of valid emails.

So... sorry for the long text and sorry for my bad english.
I was just thinking i d contribute to the HESK-community by explaining what i did...

BTW: Hesk rocks ! It is the best helpdesk system i found and i have looked at a lot of them ;- )
All my respects to Klemen for coding it !
The only thing i really miss is a more complex user-system and the possiblity to forward ticket to users/usergroups.
I saw, that this feature is already on the "wishlist" ;- ))

Greetings from sunny Germany
Feuerdraht

[Feuerdraht]

Hups,

i forgot to mention the HESK-Version i made the changes for ; -))


/*************************************
Title:Hesk
Version: 2.1

Short description:

added mailout when adding a new note to a ticket

*************************************/


@hollandsedrop: as promised i send you an email...

Greetings from sunny Germany

Feuerdraht



HESK ROCKS ! KLEMEN TOO :- )

[hollandsedrop]

Thanks for support Feuerdraht.

Its Perfect...

[hollandsedrop]

Hi Klemen,
Consider adding this feature to the new version of that?

[Klemen]

A lot of features are being considered, but I can't really say or promise which ones will be added.

Currently I have so much other work that it might be a while until 2.2. is ready.

[hollandsedrop]

Hi Klemen,

Does this feature work 2.2?

[Klemen]

It's not included in Hesk, no. This is still and unofficial/unsupported add-on.

[hollandsedrop]

Add a note to the staff when others are not privy to. This feature is extremely important, even indispensable in.

[hollandsedrop]

Help this addon for 2.2 please...

[hollandsedrop]

Help this addon for 2.2 please...

[hollandsedrop]

Add a note to the staff when others are not privy to. This feature is extremely important, even indispensable in.

for 2.3 help please?

[Lisaweb]

If you are just looking for adding notes to the staff that customers are not privy to, 2.3 already has that feature. You can find it located at the bottom of the main ticket box. (It doesn't send out an email to the staff updating them, however, if that is what you are looking for.)

Add a note to the staff when others are not privy to. This feature is extremely important, even indispensable in.

for 2.3 help please?