Stop ticket re-opening after WP Closed

[ashmiller]

Hi,

I was wondering if there is a way to enable ticket re-opening for the tickets that have been opened that day (which I managed to do with Reopen closed ticket), but to make it impossible once the work period has been closed ?

In France, a tax law makes it obligatory to stop tickets being reopened after the day has ended.

Thanks for your help !

[Bob_be]

You could add a constraint that Ticket Date must equal Date. However if you are open past midnight, this may not a solution.

[Memo]

I’ve edited this post to work with current work periods

I’ll be reusing actions/rules from the following tutorial:

Re-open Settled Ticket & Cancel Payments

The short version of this originally posted here: Enable More Ticket Actions Module from Samba Market. This module enables Reopen Closed Ticket and Cancel Payments action types. Create two actions for both of these action types. These actions do not have parameters. Create “Display Ticket” action, name it Refresh Ticket. Set TicketId parameter as 0. Create an Automation Command, name it as you wish an place it somewhere suitable. Create a Rule to handle this command and call Actions Reo…

With the above tutorial, I did not see anywhere where the ticket number or ID is passed to any actions/rules.

The way around it is to manually enter the ticket number (visible on the top left of the ticket). There may be another way, but I know this one works.

Script:

Script Name: Reopen Check
Handler: reopen

function check(ticketid)
{
  qtd = "SELECT FORMAT(Date, 'yyyy-MM-ddTHH:mm:ss') FROM Tickets WHERE Id = '"+ticketid+"'";
  var rtd = sql.Exec(qtd)[0];
  
  qwp = "SELECT FORMAT(StartDate, 'yyyy-MM-ddTHH:mm:ss') FROM WorkPeriods WHERE Id = (SELECT MAX(Id) FROM WorkPeriods WHERE StartDate = EndDate)";
  var rwp = sql.Exec(qwp)[0];

  if (rtd >= rwp)
    {
      return 1;
    }
  else
    {
      return 0;
    }
}

Actions:

Action Name: Reopen - Load Ticket
Action Type: Load Ticket
Ticket Number: [:Ticket Number]

(if you don’t already have one)
Action Name: Execute Automation Command
Action Type: Execute Automation Command
Automation Command Name: [:Command Name]
Command Value: [:Command Value]

Action Name: MSG TEST
Action Type: Show Message
Message: [:Message]

Rules:


Rule Name: Reopen
Event Name: Automation Command Executed
Execute Rule if: [Matches]
Custom Constraint:
**Automation Command [Equals] Reopen
** or set this to the button you currently have visible on the ticket screen

Actions to Add:

Action: Reopen - Load Ticket
Constraint:
Ticket Number: [?Ticket Number;\d*;;OCN]

Action: Execute Automation Command
Constraint: {CALL:reopen.check(‘{TICKET ID}’)} == 1
Command Name: Reopen - Reopen Ticket
Command Value: {TICKET ID}

Action: MSG TEST
Constraint: {CALL:reopen.check(‘{TICKET ID}’)} == 0
Message: Ticket out-of-range\rUnable to reopen

Change the Custom Constraint for RU Reopen Settled Ticket:

Custom Constraint:
Automation Command Name [Equals] Reopen - Reopen Ticket

Reopening ticket from today:

Reopening ticket from not today:

EDIT: Updated script

[Memo]

I was just thinking, you could combine this with ticket logging for better tracking.

[ashmiller]

Wow, thanks !

I’ll give it a try

[Memo]

Change the script to the following (I didn’t test with a closed work period - this will work if WP is closed):

function check(ticketid)
{
  qtd = "SELECT FORMAT(Date, 'yyyy-MM-ddTHH:mm:ss') FROM Tickets WHERE Id = '"+ticketid+"'";
  var rtd = sql.Exec(qtd)[0];
  
  qwp = "SELECT FORMAT(StartDate, 'yyyy-MM-ddTHH:mm:ss') FROM WorkPeriods WHERE Id = (SELECT MAX(Id) FROM WorkPeriods WHERE StartDate = EndDate)";
  var rwp = sql.Exec(qwp)[0];

  if (rtd >= rwp)
    {
      return 1;
    }
  else
    {
      return 0;
    }
}

[Bob_be]

I was thinking something a little less exciting. Just add a Custom Constraint:

{TICKET DATE} Equals {DATE}

I like the idea of another rule to show a message about not being able to reopen ticket.

Of course the non-exciting way would be duplicate the rule, change `{TICKET DATE} Equals {DATE}’ to ‘{TICKET DATE} Not Equals {DATE}’, remove all actions and add the Show Message action.

[JTRTech]

That sounds viable provided single work period per day and not spanning days ie after midnight.

[Memo]

@Bob_be

I was thinking something a little less exciting. Just add a Custom Constraint:

That was my original thought; you can see it going back to the original in the edits. But then I forgot about the WP requirement. Pesky details…

[Bob_be]

This quarantine business sucks! I’ve got too much time on my hands.

Here is an option to use workperiods instead of Ticket Date and Date:

{REPORT TICKET DETAILS:W.Id:(Ticket.Id={TICKET ID})} Equals {WORKPERIOD ID}

This will use the workperiod id of the ticket against the current workperiod. This would work if open past midnight and not using virtual workperiods (I think). However, if a workperiod was forgotten to end the previous day, it would be possible to re-open the ticket the following day.

[JTRTech]

Yes however the ticket would still be in the current work period so wouldn’t cause already reported period figure changes. Yes you have have already printed (a x type read) however the running total would make it still a ‘live’ ticket.

[Memo]

@Bob_be

This quarantine business sucks! I’ve got too much time on my hands.

Here is an option to use workperiods instead of Ticket Date and Date:

{REPORT TICKET DETAILS:W.Id:(Ticket.Id={TICKET ID})} Equals {WORKPERIOD ID}

This will use the workperiod id of the ticket against the current workperiod. This would work if open past midnight and not using virtual workperiods (I think). However, if a workperiod was forgotten to end the previous day, it would be possible to re-open the ticket the following day.

Add '{SETTING:ISCURRENTWORKPERIODOPEN}' == 'TRUE' to the constraint to Execute Automation Command and it works. A simpler solution - love it!

Without that constraint I was able to reopen and resettle a ticket with no open work period. I’m actually quite curious what that’ll do to reports.