Free Ticket alerts to abide by a staff user's work schedule

[deeps]

SupportSuite version: 3.11.01 stable

Simple patch to provide the basic functionality - in all alert cases, if a staff user is supposed to receive an alert, but is not marked as being 'on duty' by their work schedule, they will not receive any alert.

Ever.

There's certainly room for improvement here, but it's a decent enough start.

Edit: SNIPPED! Look below for the update.

Hope this helps anyone who needs it.

Deeps

[supportskins]

This sounds neat, thank you for sharing it

[deeps]

Improved this now so that you can specify rules that should run regardless of the user's work schedule.

Requires an update to the database, table alertrules, add a new field to the end of it

name: ignoreuserschedule
type: binary(1) (this can also be a smallint like the other 0/1 values in there)
default: 0

Note, these are full diffs from the original source, not upgrade patches from my earlier post.

functions_alertrulesui.php:
- Adds a new option to the alert on the UI
- Modifies the 2 functions (insertAlertRule and updateAlertRule) to know what the field is, and to update it accordingly

functions_alertrules.php:
- Updates the previous function to now only cull staff that aren't on duty if the alert isn't supposed to ignore duty schedules
- Updates each of the alert functions to pass on this information (this is a horrible horrible hack, it would be much neater to do this processing before and pass the staff that aren't on duty in the $ignorelist, but hey, this is just supposed to be a hack until kayako sort it out properly ;-))

staff_alertrules.php:
- Updates the calls to insertAlertRule and updateAlertRule to use the new $ignoreuserschedule

[Siora]

How and where do you define a staff member's "work schedule"?

[supportskins]

Login to the Staff CP:
Staff CP > Preference > Work Schedule

[Siora]

LOL...can't believe I missed that one. One question, I notice that the work schedule mimicks the schedule that you setup within admin cp-->SLA. If you change it from within the staff cp does it change or effect the sla schedule or are these completely different?

[Siora]

Deeps,

Can you provide these files in a more generic format so that we can manually modify the files rather then using the diff files? Right now if you open it in notepad its difficult to see where lines begin/end or have been changed.

[supportskins]

The staff schedule has nothing to do with the SLA schedule and will not affect it at all.

[Siora]

Thanks Hiren. Then what does it really do? How does it play into the support aspect of staff?

[deeps]

Siora, open the files in wordpad or anything other 'better' text editor - notepad cant handle UNIX line breaks (just LF, rather than CRLF), while almost everything else can.

What format would you like? Name the tool and I'll run it to generate the differences for you.

As for what it's actually supposed to do, I have no idea. We don't use the SLA stuff here, so it's not something I'm too worried about! It's probably explained in the manual though

Deeps.

[Siora]

I use dreamweaver but let me try it in wordpad first before you waste your time. I'll keep you posted. Thanks.

[supportskins]

Well I am not sure why Varun added the Scheduler for Staff Users as it does absolutely nothing as far as the software goes. Probably he had thought of a feature which he didn't/could not add in the software.

[Siora]

I see cause as of right now I don't see it driving anything. Maybe with this mod that Deeps did we can make use of it.