Ok this isn’t as nice as my normal MODs, its a bit clunky since its all statically written but it should do the trick nonetheless. This has only been tested right now on 1.6RC5, please let me know if you have success on 1.6ST with it and I’ll update this note. Cheers!

Purpose: When transferring a ticket to another department, the new department will receive an email alerting them to the assignment.

include/class.ticket.php
Inside the function transfer, under ‘global $cfg;’ Add the following:

$sql = 'SELECT email,dept_name FROM ost_email LEFT JOIN ost_department on ost_email.email_id=ost_department.email_id WHERE ost_department.dept_id='.$deptId;
print $sql;
$result = mysql_query($sql) or die(mysql_error());
while($row = mysql_fetch_array($result)){
echo "Department email is " .$row['email'];
$ticketNumber=$this->getId();
$to = $row['email'];
$deptName = $row['dept_name'];
$subject = "Ticket [#$ticketNumber] Assigned";
$message = "$deptName,\n\nTicket #$ticketNumber has been assigned to you.\n\nhttp://YOUR_DOMAIN.EXT/scp/tickets.php?id=$ticketNumber";
$headers = "From: FROM_EMAIL@YOUR_DOMAIN\r\n";
$headers .= "Reply-To: no-reply@YOUR_DOMAIN\r\n";
$headers .= "X-Mailer: PHP\" . phpversion() . \"\r\n";
mail($to, $subject, $message, $headers);
}

If there is enough desire for it I may some day add it into the template database for emails and such but right now this set in there statically was enough for me. As always let me know if you have any questions or concerns.

The following is a MOD that I wanted to have for work and I noticed that several people have requested it in different threads on the forum over the years. This has been tested and is functional with 1.6RC5 AND 1.6ST

Purpose: Auto-assign tickets that are submitted via email based on their from address or Subject. If a ticket is assigned to a staff member it will automatically also be assigned to the department they are in.

READ MORE »

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());