This MOD will allow you to view the original email message headers. The headers also take alot of screen space so we have them “hidden” by default but you can click a link to expand and view them.

1.6ST: If you have not yet modified include/staff/viewticket.inc.php or scp/js/scp.js then you can simply download the following files and replace them. As always, make backups of your local files first.
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This MOD will add the "Age" column to your tickets table
Ex:

include/staff/tickets.inc.php
Replace the original $sortOptions with the following:

$sortOptions=array('date'=>'ticket.created','ID'=>'ticketID','pri'=>'priority_urgency','dept'=>'dept_name','ass'=>'firstname','timeopen'=>'created');

Replace the original $qselect line with the following:

$qselect = 'SELECT DISTINCT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,ticket.email,dept_name,staff.firstname,staff.lastname '.
',ticket.status,ticket.source,isoverdue,ticket.created,pri.*,CASE WHEN status = "open" THEN FLOOR(TIME_TO_SEC(TIMEDIFF(now(),ticket.created))/60) ELSE FLOOR(TIME_TO_SEC(TIMEDIFF(ticket.closed,ticket.created))/60) END AS timeopen,count(attach.attach_id) as attachments ';
$qfrom=' FROM '.TICKET_TABLE.' ticket LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id '.
' LEFT JOIN '.STAFF_TABLE.' staff ON ticket.staff_id=staff.staff_id';

On my version I removed the "Created" column as I felt it was no longer needed with an "Age" column replacing it:

New Code! This fixed the issue with the >35 days (50339 MySQL time issue).

<!--<td align="center" nowrap><?=Format::db_date($row['created'])?></td>-->
<?
$ticket_id=$row['ticket_id'];
$sql = mysql_query("SELECT UNIX_TIMESTAMP(created) FROM ost_ticket WHERE ticket_id=$ticket_id");
$created_row = mysql_fetch_array($sql);
$created = $created_row['UNIX_TIMESTAMP(created)'];
// closed ticket correct age
if ($status=='closed')
{
// closed ticket
$sql = mysql_query("SELECT UNIX_TIMESTAMP(closed) FROM ost_ticket WHERE ticket_id=$ticket_id");
$closed_row = mysql_fetch_array($sql);
$closed = $closed_row['UNIX_TIMESTAMP(closed)'];
$diff = $closed - $created;
}
else
{
$now=date(U);
$diff = $now - $created;
}
?>
<td class="nohover" align="center" style="color:<?$color="#33FF66"; $old = round($diff / 86400); if ($old >= 4){$color="red"; print ($color);} ?> ">
<?
$diff = round($diff / 60);
$min = "min";
$mins = "mins";
$hours = "hours";
$hour = "hour";
$day = "day";
$days = "days";
if ( $diff <= 1 ){
print ($diff . " " . $min);
}elseif ( $diff > 1 && $diff <= 59 ){
print ($diff . " " . $mins);
}elseif ( $diff >= 60 && $diff <= 119 ){
$diff = round($diff / 60);
print (1 . " " . $hour);
}elseif ( $diff >= 120 && $diff <= 1439 ){
$diff = round($diff / 60);
print ($diff . " " . $hours);
}elseif ( $diff >= 1440 && $diff <= 2879 ){
print (1 . " " . $day);
}elseif ( $diff >= 2880 ){
$diff = round($diff / 1440);
print ($diff . " " . $days);
}else {};
?>
</td>

Around the lines in 385 or so you’ll have several th (table headers). You’ll need to add in the following where you want it to show up in the table. (and make sure to comment out your Date column as well or everything will be off by a column)

<th width='70px'>
<a href="tickets.php?sort=timeopen&order=<?=$negorder?><?=$qstr?>" title="Sort By Age <?=$negorder?>">Age</a></th>

Feel free to ask questions, thanks.

"Assigned To" is a variation on webpragmatists original "Assigned To" MOD as seen on the osTicket forum.
"Age of Tickets" is sudobash.net original coding

include/staff/tickets.inc.php
Remember to comment out the original sortOptions

//I admit this crap sucks…but who cares??
$sortOptions=array('date'=>'ticket.created','ID'=> 'ticketID','pri'=>'priority_urgency','dept'=>'dept_name','ass'=>'firstname','timeopen'=>'timeopen');
//$sortOptions=array('date'=>'ticket.created','ID'=>'ticketID','pri'=>'priority_urgency','dept'=>'dept_name');

Remember to comment out the first entry for $qselect and $qfrom

$qselect = 'SELECT DISTINCT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,subject,name,ticket.email,dept_name,staff.firstname,staff.lastname '.',ticket.status,ticket.source,isoverdue,ticket.created,pri.*,CASE WHEN status = "open" THEN FLOOR(TIME_TO_SEC(TIMEDIFF(now(),ticket.created))/60) ELSE FLOOR(TIME_TO_SEC(TIMEDIFF(ticket.closed,ticket.created))/60) END AS timeopen,count(attach.attach_id) as attachments ';
$qfrom=' FROM '.TICKET_TABLE.' ticket LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id '.
' LEFT JOIN '.STAFF_TABLE.' staff ON ticket.staff_id=staff.staff_id';

Place this with the other table headers (wherever you want it to show up in the table)

<th width="150" ><a href="tickets.php?sort=ass&order=" title="Sort By Assignee ">Assigned To</a></th>

And again for the Age column

<a href="tickets.php?sort=timeopen&order=<?=$negorder?><?=$qstr?>" title="Sort By Age <?=$negorder?>">Age</a></th>

New Code! This fixed the issue with the >35 days (50339 MySQL time issue).

<!--<td align="center" nowrap><?=Format::db_date($row['created'])?></td>-->
<?
$ticket_id=$row['ticket_id'];
$sql = mysql_query("SELECT UNIX_TIMESTAMP(created) FROM ost_ticket WHERE ticket_id=$ticket_id");
$created_row = mysql_fetch_array($sql);
$created = $created_row['UNIX_TIMESTAMP(created)'];
// closed ticket correct age
if ($status=='closed')
{
// closed ticket
$sql = mysql_query("SELECT UNIX_TIMESTAMP(closed) FROM ost_ticket WHERE ticket_id=$ticket_id");
$closed_row = mysql_fetch_array($sql);
$closed = $closed_row['UNIX_TIMESTAMP(closed)'];
$diff = $closed - $created;
}
else
{
$now=date(U);
$diff = $now - $created;
}
?>
<td class="nohover" align="center" style="color:<?$color="#33FF66"; $old = round($diff / 86400); if ($old >= 4){$color="red"; print ($color);} ?> ">
<?
$diff = round($diff / 60);
$min = "min";
$mins = "mins";
$hours = "hours";
$hour = "hour";
$day = "day";
$days = "days";
if ( $diff <= 1 ){
print ($diff . " " . $min);
}elseif ( $diff > 1 && $diff <= 59 ){
print ($diff . " " . $mins);
}elseif ( $diff >= 60 && $diff <= 119 ){
$diff = round($diff / 60);
print (1 . " " . $hour);
}elseif ( $diff >= 120 && $diff <= 1439 ){
$diff = round($diff / 60);
print ($diff . " " . $hours);
}elseif ( $diff >= 1440 && $diff <= 2879 ){
print (1 . " " . $day);
}elseif ( $diff >= 2880 ){
$diff = round($diff / 1440);
print ($diff . " " . $days);
}else {};
?>
</td>

<td nowrap><?=($row['firstname']) ? $row['firstname'] : '&nbsp;';?> <?=($row['lastname']) ? $row['lastname'] : '';?></td>

Also make sure to comment out your "Date" — you won’t need it now that you know the Age.

You should now be able to refresh your Ticket page and have a nice "Assigned To" column along with the "Age of Tickets" column.

Now you may notice that after you close a ticket that is assigned to someone that assignment gets removed. I have found this undesirable so we’ll edit the following

include/class.ticket.php
remove staff_id=0 from the following line:

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',isoverdue=0,duedate="NULL",updated=NOW(),closed=NOW() '.

This will still make the ticket show up under "My Tickets" in order to get it to stop doing that (if you desire), then change the following entry from:
include/staff/tickets.inc.php

$qwhere.=' AND ticket.staff_id='.db_input($staffId);

to:

$qwhere.=' AND ticket.status="open" AND ticket.staff_id='.db_input($staffId);

You’ll also need to change the following (otherwise it will count that you have tickets assigned but won’t list them thus confusing everyone).
scp/tickets.php

'LEFT JOIN '.TICKET_TABLE.' assigned ON assigned.ticket_id=ticket.ticket_id AND assigned.staff_id='.db_input($thisuser->getId());

To:

'LEFT JOIN '.TICKET_TABLE.' assigned ON assigned.ticket_id=ticket.ticket_id AND open.status="Open" AND assigned.staff_id='.db_input($thisuser->getId());

For some reason it was decided that if there are no open tickets then the ticket page should list all the Answered Tickets and then if there are none of those it should show all Closed tickets. This is highly confusing for everyone and we’re going to show you how to make it always show the Open Tickets page even when there are no open tickets.

scp/tickets.php

if($stats['open'])
$nav->addSubMenu(array('desc'=>'Open ('.$stats['open'].')','title'=>'Open Tickets', 'href'=>'tickets.php', 'iconclass'=>'Ticket'));

Essentially we want to get rid of the "if" statement and say to always show the “Open page” title/nav. So just modify it to look something like this:

// We don't want an if (there are tickets) we always want the open page up/available.
// if($stats['open'])
$nav->addSubMenu(array('desc'=>'Open ('.$stats['open'].')','title'=>'Open Tickets', 'href'=>'tickets.php', 'iconclass'=>'Ticket'));

Then remove or comment out the following so that we’ll always see the Open ticket page even if there are 0 open tickets:
include/staff/tickets.inc.php, replace

// This sucks but we need to switch queues on the fly! depending on stats fetched on the parent.
if($stats) {
if(!$stats['open'] && (!$status || $status=='open')){
if(!$cfg->showAnsweredTickets() && $stats['answered']) {
$status='open';
$showanswered=true;
$results_type='Answered Tickets';
}elseif(!$stats['answered']) { //no open or answered tickets (+-queue?) - show closed tickets.???
$status='closed';
$results_type='Closed Tickets';
}
}
}

with

// This sucks but we need to switch queues on the fly! depending on stats fetched on the parent.
if($stats) {
if(!$stats['open'] && (!$status)){
if(!$cfg->showAnsweredTickets() && $stats['answered']) {
$status='open';
$showanswered=true;
$results_type='Answered Tickets';
// HACKED //
// We want to show the Open tickets page even if there are no open tickets.
// }elseif(!$stats['answered']) { //no open or answered tickets (+-queue?) - show closed tickets.???
// $status='closed';
// $results_type='Closed Tickets';
}
}
}

Ok, people…careful with this one!

This is for if you would like to allow for mass ban & delete from the Tickets tab.
First you need to add a new button to the main page.

include/staff/tickets.inc.php

<input class="button" type="submit" name="banDelete" value="Ban & Delete"
onClick=' return confirm("Are you ABSOLUTLEY CERTAIN this was spam?");'>

Then we need to add the functionality. Its easier here to replace a larger chunk so…

scp/tickets.php
Replace

if(!$errors) {
$count=count($_POST['tids']);
if(isset($_POST['reopen'])){
$i=0;
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && @$t->reopen()) $i++;
}
$msg="$i of $count selected tickets reopened";
}elseif(isset($_POST['close'])){
$i=0;
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && @$t->close()) $i++;
}
$msg="$i of $count selected tickets closed";
}elseif(isset($_POST['overdue'])){
$i=0;
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && !$t->isoverdue())
if($t->markOverdue()) $i++;
}
$msg="$i of $count selected tickets marked overdue";
}elseif(isset($_POST['delete'])){
$i=0;
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && @$t->delete()) $i++;
}
$msg="$i of $count selected tickets deleted";
}
}
break;

With

if(!$errors) {
$count=count($_POST['tids']);
if(isset($_POST['reopen'])){
$i=0;
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && @$t->reopen()) $i++;
}
$msg="$i of $count selected tickets reopened";
}elseif(isset($_POST['close'])){
$i=0;
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && @$t->close()) $i++;
}
$msg="$i of $count selected tickets closed";
}elseif(isset($_POST['overdue'])){
$i=0;
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && !$t->isoverdue())
if($t->markOverdue()) $i++;
}
$msg="$i of $count selected tickets marked overdue";
}elseif(isset($_POST['delete'])){
$i=0;
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && @$t->delete()) $i++;
}
$msg="$i of $count selected tickets deleted";
} // NOW MY CODE
elseif(isset($_POST['banDelete'])){
$i=0;
foreach($_POST['tids'] as $k=>$v)
{
$t = new Ticket($v);
if($t && @$t->delete())
{
if($beenBanned=$t->getEmail()){
if(Banlist::add($t->getEmail(),$thisuser->getName())){}
$msg .= "$beenBanned banned!<br />";}
$i++;
}
}
$msg .= "$i of $count selected tickets deleted <br />$i of $count emails banned.";
}}
break;

All of your effected tickets will now be deleted and the emails banned. You will also be alerted to the result so you can double check your email addresses and unban if necessary.