PHPJunkyard support forum

Hesk 2.4.1

Hello, I have 3 categories and 6 users staff IT.

Category 1
Category 2
Category 3

User 1 - Only View Tickets Category 1 and 2
User 2 - Only View Tickets Category 2 and 3
User 3 - Only View Tickets Category 1, 2 and 3
User 4 - Only View Tickets Category 3
User 5 - Only View Tickets Category 2
User 6 - Only View Tickets Category 1

Which code do I have to change or add code to the user 4 is informed that there was a change in the category of the ticket? Note: The ticket is assigned to the category and not the user.

Example: Customer create ticket and choose category 1. User 1 view ticket and move to category 3. User 4 receive on your personal email this email:

File: category_moved.txt
"Hello,
A new support ticket has been moved to your category. Ticket details:"

Thanks

If a ticket category is moved HESK will already send notification if the ticket is reassigned or if auto-assign is turned off and the ticket is moved to a new category.

Hello Klemen,
sorry not well explained.
I have currently 3 categories and none of them have the auto assign on. Example a customer creates a ticket for category 1 and I move to Category 2. All technicians who only see the tickets category 2 should be advised that a ticket has been moved to its category.

Example:
Category 1 - email: staffit@contoso.com
Category 2 - email: staffitinfrastructure@contoso.com
Category 3 - email: staffitapplications@contoso.com

Moving the ticket category 1 to 2 is sent an email to staffitinfrastructure@contoso.com with the following subject: a ticket has been moved to your category. Note staffitinfrastructure@contoso.com is a distribution list from exchange.

I've tried changing the code file pipe_functions.inc.php below hesk_notifyStaff(); but I'm not getting any results.
Code something like this .....

if ($tmpvar['to_email'] == staffit@contoso.com) {
$tmpvar['category'] = 1;
}
elseif ($tmpvar['to_email'] == staffitinfrastructure@contoso.com) {
$tmpvar['category'] = 2;
}
elseif ($tmpvar['to_email'] == staffitapplications@contoso.com) {
$tmpvar['category'] = 4;
}
else
$tmpvar['category'] = 1;
}

Thank you for your cooperation