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From:Joao Prado Maia Date:September 15 2004 3:17pm
Subject:RE: ticket re-open
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Mike,

> > This is what we do in our internal workflow class, method handleNewEmail():
> >
>
> >                 if (!in_array($sender_email, $staff_emails)) {
>
> Where are you getting $sender_email from?
>

Oops, sorry. Here it is:

        $sender_email =
strtolower(Mail_API::getEmailAddress($message->headers['from']));

That should work.


> >                     $this->markAsWaitingOnDeveloper($issue_id, $status_id,
> > 'email');
>
> Could you send me your markAsWaitingOnDeveloper function please?
>

Oh, didn't see that. markAsWaitingOnDeveloper() is just a fancy wrapper on top
of Issue::setStatus():

    function markAsWaitingOnDeveloper($issue_id, $status_id, $type)
    {
        Issue::setStatus($issue_id, $status_id);
        // save a history entry about this...
        if ($type == 'email') {
            $desc = "Issue automatically set to status '" .
Status::getStatusTitle($status_id) . "' because of a non-staff incoming email.";
        } elseif ($type == 'file') {
            $desc = "Issue automatically set to status '" .
Status::getStatusTitle($status_id) . "' because a new file was uploaded by a
customer.";
        } elseif ($type == 'update') {
            $desc = "Issue automatically set to status '" .
Status::getStatusTitle($status_id) . "' because the issue was updated by a
customer contact.";
        } elseif ($type == 'blocked_email') {
            $desc = "Issue automatically set to status '" .
Status::getStatusTitle($status_id) . "' because of a blocked incoming email.";
        } elseif ($type == 'note') {
            $desc = "Issue automatically set to status '" .
Status::getStatusTitle($status_id) . "' because of a new internal note was
posted.";
        }
        History::add($issue_id, APP_SYSTEM_USER_ID,
History::getTypeID('status_auto_changed'), $desc);
    }


--Joao

Thread
ticket re-openMike Williams15 Sep
  • RE: ticket re-openJoao Prado Maia15 Sep
    • Re: ticket re-openMike Williams15 Sep
      • RE: ticket re-openJoao Prado Maia15 Sep
        • Re: ticket re-openMike Williams15 Sep