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issue: Internal Note Ignored #4745

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merged 1 commit into from Feb 26, 2019

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@JediKev
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commented Feb 19, 2019

This addresses issue #4743 where the system ignores Internal Notes on Ticket Creation. This is due to the ticket being assigned and not having the Internal Note passed along.

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commented Feb 25, 2019

Did you actually replicate the issue as descried and truly tested your PR?

Asking because the changes herein have nothing to do with the original issue as described by the poster - the code you changed deals with auto-assignment via filters which shouldn't carryover internal notes.

What you needed to look into was code block around line 4122 in class.ticket.php -

        // Not assigned...save optional note if any
        if (!$ticket->isAssigned() && $vars['note']) {
            if (!$cfg->isRichTextEnabled())
                $vars['note'] = new TextThreadEntryBody($vars['note']);
            $ticket->logNote(_S('New Ticket'), $vars['note'], $thisstaff, false);
        }

The issue I could see here is perhaps $ticket->isAssigned() is too general since it can include auto-assignment. If that's the case then we can chance it to $vars['assignId']

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commented Feb 25, 2019

@protich

Did you actually replicate the issue as descried and truly tested your PR?

Yes and yes.

Asking because the changes herein have nothing to do with the original issue as described by the poster

This is the only way I could replicate was to select an assignee and that didn't carry over the internal note.

The issue I could see here is perhaps $ticket->isAssigned() is too general since it can include auto-assignment. If that's the case then we can chance it to $vars['assignId']

I knew I should've stuck with my original changes... That's exactly what I had before but since !$ticket->isAssigned() was added intentionally in this I didn't want to revert it so I worked around it. I will change this back to the original and update here.

Cheers.

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commented Feb 25, 2019

This is the only way I could replicate was to select an assignee and that didn't carry over the internal note.

I cannot see how that's even possible unless you didn't select assignee and you have auto-assignment set via dept, topic or filters. Agent selection takes precedent - see logic starting at line 3980 in class.ticket.php

was added intentionally in this I didn't want to revert it so I worked around it.

I think all changes are intentional but doesn't mean they're forever, that's why we have bug fixes.

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commented Feb 25, 2019

@protich

I cannot see how that's even possible unless you didn't select assignee and you have auto-assignment set via dept, topic or filters

That's what I meant. Ticket was auto-assigned to Team via Help Topic and didn't carry over the note. Sorry, I had to look and remember.

Cheers.

issue: Internal Note Ignored
This addresses issue 4743 where the system ignores Internal Notes on Ticket
Creation. This is due to the ticket being assigned and not having the
Internal Note passed along.

@JediKev JediKev force-pushed the JediKev:issue/internal-note-ignored branch from d4a70d8 to 449611a Feb 25, 2019

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commented Feb 25, 2019

@protich

Updated 👍

Cheers.

@protich protich merged commit d5f5825 into osTicket:develop-next Feb 26, 2019

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