Assignation of tickets

[topoldo]

Script URL: private
Version of script: 2.7.3
Hosting company: (me, I mean our university dept)
URL of phpinfo.php: --
URL of session_test.php: ---
What terms did you try when SEARCHING for a solution: ---

Dear Klemen,
I'm setting up Hesk+MfH to use them as the Helpdesk system of our scientific interdepartmental building at the University of Padova (Italy). Persons involved in giving help to our users/customers are only three and we need that none of them becomes the "owner" of a ticket because if (s)he is absent or is involved in other things then other two people can know everything about that ticket in order to take it in charge.
Until today we were using PMOS 2.4 and this Helpdesk, even if it is old and bugged, has an important feature which is absent in Hesk+MfH, ie the possibility to add people (I mean, other staff persons) in CC when one of them replies to a ticket.
To try to "simulate" this condition in Hesk, as I'm the admin of Hesk+MfH, I choose to create staff people without autoassignation of the tickets as their default state.
Unfortunately however when someone of them replies to a ticket, the "Assign this ticket to myself" option of the reply is pre-checked. So, if one is in a hurry or for whatever reason (s)he forgets to unckeck this option, (s)he becomes the "owner" of that ticket. (see image below).

I inspected the "text.php" and I saw that the variable associated to this option is:
$hesklang['asss2']='Assign this ticket to myself';
So I was wondering if it is possible to modify the source of one or more files of Hesk to provide the possibility to have this option unchecked by default.
Moreover I was wondering if it is possible to speculate about:
a) the possibility to have this option somewhere in the setting so one can choose to have it prechecked or not by default
and/or
b) provide Hesk with an option to allow to have the ticket assigned to all the persons of the staff who are in charge for a specific category of problems.
Thanks in advance,
Topoldo

[Klemen]

The quick and easy way to solve this is to:

1. backup existing files
2. open file admin/admin_ticket.php in Notepad++ (or a similar powerful editor, don't use Microsoft Notepad)
3. find

Code: Select all

name="assign_self" value="1" checked="checked"

and change it to

Code: Select all

name="assign_self" value="1"

4. save, upload and test

[topoldo]

Dear Klemen,
many thanks for you fast answer. I tested it and it works.
Unfortunately results were different from what I supposed to be. In fact no mail was sent to any of the staff because none was in charge

Now I'm testing this solution:
https://developers.phpjunkyard.com/viewtopic.php?t=4972
which seems to be appropriate to my needs.
The only concern is this: which is the meaning of "Staff" in Hesk?
I mean, are these *all* the persons involved in the helpdesk or only those who are in charge for a certain category of problems?
In fact what I want to have is to make aware of a reply to a ticket only those person of the staff which are involved to solve problems concerning a certain category (for example: safety, computers, electric problems and so on)
Topoldo

[Klemen]

Staff are registered user; Hesk knows two types:

- administrators (access to all features and categories)
- staff (you can limit access to features and categories)

Make sure staff members (regular staff, not administrators) have these permissions enabled (on "users" page edit the staff account to see the permissions tab):

Can view unassigned tickets

Also, on "Notifications" tab for each staff member, make sure each staff has these enabled as needed:

A new ticket is submitted with owner: Unassigned
...
Client responds to a ticket with owner: Unassigned


This way, if a ticket stays unassigned, staff members will be able to read it and be notified when customer responds to it.

[topoldo]

Thank you again, it seems to work fine.
The only complain I have is that, when a member of the staff reply to a ticket, then it is not possible to make aware of that reply oneself and/or the other members of the staff by email because it is not possible to send a "copy" of the reply to oneself and/or to the other member of the staff, but only to the customer.
It is only when the customer replies again that this is notified to all the staff.
I was wondering if you are planning to add a CC field in the reply module. This could make the trick.
Regards,
Topoldo

[Klemen]

A similar solution on the to do list, yes, but as with other features I am not able to give any guarantees when it will be added.