Not sure of the best way to present my changes. If there is a better way
to code this or present it please let me know.
We monitor our staffs activity by counting the number of closures they
do.
Reporting who closed a ticket can be a problem with the current
ticket_history structure when using "pending close" as the admin is
identified as the change_by.
I have added a current_owner field (int) to ticket_history table.
Code changes to History.pm as follows:
# -- Modification:
sub OwnerLookup {
my $Self = shift;
my %Param = @_;
if (!$Param{TicketID}) {
$Self->{LogObject}->Log(Priority => 'error', Message =>
"OwnerLookup:Need TicketID!");
return;
}
# check if we ask the same request?
if (exists
$Self->{"Ticket::History::OwnerLookup::$Param{TicketID}"}) {
return
$Self->{"Ticket::History::OwnerLookup::$Param{TicketID}"};
}
my $SQL = "SELECT user_id FROM ticket WHERE id =
'$Param{TicketID}'";
$Self->{DBObject}->Prepare(SQL => $SQL);
while (my @Row = $Self->{DBObject}->FetchrowArray()) {
# store result
$Self->{"Ticket::History::OwnerLookup::$Param{TicketID}"} = $Row[0];
}
# check if data exists
if (!exists
$Self->{"Ticket::History::OwnerLookup::$Param{TicketID}"}) {
$Self->{LogObject}->Log(Priority => 'error', Message => "No
OwnerLookup for $Param{TicketID} found!");
return;
}
else {
return
$Self->{"Ticket::History::OwnerLookup::$Param{TicketID}"};
}
}
# --
sub AddHistoryRow {
..
..
if ((!$Param{OwnerID}) && ($Param{TicketID})) {
$Param{OwnerID} = $Self->OwnerLookup(TicketID =>
$Param{TicketID});
}
..
..
# db insert
my $SQL = "INSERT INTO ticket_history " .
" (name, history_type_id, ticket_id, article_id, valid_id, " .
" create_time, create_by, change_time, change_by,current_owner) " .
"VALUES " .
"('$Param{Name}', $Param{HistoryTypeID}, $Param{TicketID}, ".
" $Param{ArticleID}, $Param{ValidID}, " .
" current_timestamp, $Param{CreateUserID}, current_timestamp,
$Param{CreateUserID}, $Param{OwnerID})";
..
..
}
Regards,
Nigel
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