Posted by errno on March 23, 2009 at 12:28pm
| Project: | Trouble ticketing system to support Computer Network Operations |
| Version: | 6.x-3.0-rc2 |
| Component: | Code |
| Category: | support request |
| Priority: | normal |
| Assigned: | mr.york |
| Status: | closed (fixed) |
Issue Summary
In one of the closed support request was mentioned queuing of tickets received via E-mail. On my system tickets posted from web goes to queue too. This is pretty good feature for accepting/rejecting tickets.
My question: Can I configure notification about new queued ticket?
Now, when user submits request, it happens absolutely silent.
Comments
#1
There is no mail notification feature for the queue at the moment, maybe the next release will content this. If you have a patch file for this feature then you can sent to us and we will check it.
#2
Hi, I have done reading Drupal module development documentation, it looks pretty clear. So I will write a queue notification feature, possibly it will be ready on next week.
#3
I've started development and having a progress :) But one thing gets me in doubt, I've decided to request a suggestion.
Strange (in my opinion) conditional structure presents in function _ticket_mail_header:
if ($message['id'] != 'ticket_new_assigned') {
...
} elseif ($message['id'] == 'ticket_new_assigned') {
...
}
E-mail calls generated by my code passed via first branch but gets an empty $message['to'], and as a result e-mail is not sent :(
Can I add specific branch for my case? Is it compliant with module design?
#4
I have done the patch for Queue notification, it requires two additional fields in ticket_template table (simple SQL script included). Please check it and possibly commit. I will hold deploying to my production server awaiting for your verdict :)
#5
We are testing your patch. If it works correctly then it will be commited to the modul.
I am asking for other people to test it and give some feedback.
#6
I checked your patch and I made a little modification.
This SQL query was before:
<?phpfunction _ticket_mail_header(&$message, &$params) {
...
$SQL = "SELECT mailto, email_name FROM {ticket_email} WHERE gid = %d";
...
}
?>
and this is the new one:
<?phpfunction _ticket_mail_header(&$message, &$params) {
...
$SQL = "SELECT mailto, email_name FROM {ticket_email} WHERE gid = %d AND def = 1 AND active = 1";
...
}
?>
Reason of my modification: only the default mail addresses and selected mail addresses will get reports.
#7
Fine, thanks :) I missed this, because it was my first experience with ticketing internals, and Drupal modules development at all.
#8