LiveAverage » Coding

Add ‘Submitted Tickets’ Listing Page for Joomla! RSTickets

JR — Fri, 10 Jul 2009 17:15:21 +0000

If you haven’t heard, RSTickets! is an advanced Joomla! Help Desk ticketing system that allows you (or a team of yous) to manage and keep track of your clients’ issues. It’s actually one of the few effective, useful Help Desk systems available for the Joomla! 1.5+ framework that I would personally recommend. Unfortunately, it’s still under development and lacks certain features that one may desire, such as a read-only listing page that displays tickets already submitted to you or your department.

My Problem:

I noticed internal network clients were submitting several duplicate tickets related to a shared problem (i.e. printer trouble, network outages, etc.). I couldn’t blame them since they couldn’t view previously submitted tickets, so I decided to create a quick + dirty page that pulls “open,” or “on-hold,” tickets from a specific department’s table of submitted [active] tickets and displays them on a Joomla! article page (using the Sourcerer plug-in to execute custom PHP with {source} tags). Pasting this code into an article without the Sourcerer plug-in [or some sort of plug-in for executing PHP] will do nothing. Also note the include file for making a raw connection to your MySQL database. This is required (and should be stored in a directory with the appropriate permissions to prevent outside read access).

If you’d like to simply list the number (amount) of tickets (open, closed, on-hold) for all departments, you might want to check the unreleased version of RSJoomla!’s RSTicket Module.

{source}
';

echo 'Please check the open, pending, or on-hold tickets listed below before submitting a support ticket. The list below can be utilized as an informal gauge for IT response times. If a duplicate support ticket is submitted, you may cancel it yourself or it will be deleted by the IT Department upon review. Thank you for your cooperation.';

echo 'SUBMITTED SUPPORT TICKETS:';

echo 'Submitted:Username:Ticket Code:Subject:Status:Priority:';

while($row = mysql_fetch_array($result2))

{

$custid =  $row['CustomerId'];
$userquery= mysql_query("SELECT name FROM jos_users WHERE id=$custid") or die(mysql_error());

$username = mysql_fetch_array($userquery);

echo '' . date("Y-m-d H:m", $row['TicketTime']) .  '' . $username['name'] . '' . $row['TicketCode'] . '' . $row['TicketSubject'] . '' . strtoupper($row['TicketStatus']) . '';

if ($row['TicketPriority']=='high'){

echo '';

} else if ($row['TicketPriority']=='normal'){

echo '';

} else if ($row['TicketPriority']=='low'){

echo '';}

echo strtoupper($row['TicketPriority']) . '';

}

echo '
SUBMIT A NEW SUPPORT TICKET';

echo '
';

?>
{/source}

connect_custom.php :

Altermime, Postfix/Zimbra, and Headaches

JR — Wed, 24 Jun 2009 19:43:11 +0000

EDIT: I have since removed altermime after installing a MailScanner spam relay for our Zimbra server to use. Because, by default, MailScanner appends a default signature to all outbound email, it was very simple to modify the signature rules to accomodate our mandatory disclaimers for different domains.

I had the pleasure of applying mandatory disclaimers to all [outbound] emails at my workplace today… ~Joy~ … I had the assumption it’d be rather easy, but Altermime and Postfix were a bit finicky to work with. After editing the master.cf I ended up customizing my own ‘disclaimer’ shell script.

#!/bin/sh
INSPECT_DIR=/var/spool/filter
SENDMAIL=/opt/zimbra/postfix/sbin/sendmail

# Exit codes from
EX_TEMPFAIL=75
EX_UNAVAILABLE=69

# Clean up when done or when aborting.
trap "rm -f in.$$" 0 1 2 3 15

# Start processing.
cd $INSPECT_DIR || { echo $INSPECT_DIR does not exist; exit $EX_TEMPFAIL; }

cat > in.$$ || { echo Cannot save mail to file; exit $EX_TEMPFAIL; }

# Verify this mail is not incoming or internal-only
# We don't need disclaimers for either one of these cases.

# Debug:
#echo "output: $from_address" >> /tmp/tempoutput.txt

#Grab the from address:

from_address=`grep -m 1 "From:" in.$$ | cut -d "<" -f 2 | cut -d ">" -f 1`

#Verify whether your domain is in the from address.
#If it is, proceed to distinguish WHICH domain is sending outgoing mail and tag it appropriately:
#If not, then that would be incoming mail, so leave it alone:

#Additional (else if) conditional checks will be added to determine if the email is inner-office comm:
# to_address= `grep -m 1 "To:" in.$$ | cut -d "<" -f 2 | cut -d ">" -f 1`
# if [[ $from_address == *domain* && to_address == *domain* ]]; then ....
#
# This additional condition requires more debugging...

if [[ $from_address == *domain* ]]; then

# Debug:
#echo
#echo "FROM: $from_address" >> /tmp/tempoutput.txt
#echo "THIS GETS ALTERMIMED" >> /tmp/tempoutput.txt
#echo

#Check to see which domain is sending outgoing email,
#then tag it with the appropriate disclaimer:

if [[ $from_address == *subdomain.domain* ]]; then

# Debug		echo "THIS GETS APDD" >> /tmp/tempoutput.txt
/usr/bin/altermime --input=in.$$ \
--disclaimer=/opt/zimbra/postfix/conf/disclaimers/apd-disclaimer.txt \
--disclaimer-html=/opt/zimbra/postfix/conf/disclaimers/apd-disclaimer.txt \
--xheader="X-Public-Record:" || { echo Message content rejected; exit $EX_UNAVAILABLE; }
else
# Debug		echo "THIS GETS COAD" >> /tmp/tempoutput.txt
/usr/bin/altermime --input=in.$$ \
--disclaimer=/opt/zimbra/postfix/conf/disclaimers/coa-disclaimer.txt \
--disclaimer-html=/opt/zimbra/postfix/conf/disclaimers/coa-disclaimer.txt \
--xheader="X-Public-Record:" || { echo Message content rejected; exit $EX_UNAVAILABLE; }

fi
fi

# Might need to remove -i switch for truncation problems depending on your MTA version...

$SENDMAIL -i "$@" < in.$$

exit $?

Bashing MySQL Dumps

JR — Tue, 29 Jul 2008 14:45:14 +0000

A quick set of batch scripts I wrote up (two of the three scripts, anyway) for dumping all of my (specified) MySQL databases into an archive for backup. The log mailing (emailsql.pl)requires Perl and the MIME:Lite module to correctly function. I’ve also utilized a wrapper script so the log outputs to a separate file [to be mailed]. There’s also a ‘dummy’ log file I use in my crontab file, though this isn’t really necessary:

mysqlbackupwrapper.sh

#!/bin/bash
#Wrapper script used to call the primary backup script and output to a specified file
sh /home/administrator/scripts/mysqlbackups > /home/administrator/scripts/sql.backup.log 2>&1

mysqlbackup.sh:

#!/bin/sh
#Timestamp for your logs:
date

#Dump the databases - Make sure to specify your root or user password following the -p switch:
mysqldump -uroot -p --opt intraforum > /home/administrator/scripts/sqldata/intra_apdforum.sql
mysqldump -uroot -p --opt joomla_intranet > /home/administrator/scripts/sqldata/intra_intranet.sql
mysqldump -uroot -p --opt mysql > /home/administrator/scripts/sqldata/intra_mysql.sql
tar -zcvf /home/administrator/scripts/sqldata.tgz /home/administrator/scripts/sqldata/*.sql
echo
echo "Backup completed successfully for: "
echo
echo "MySQL - PHPbb3 Forum"
echo "MySQL - Joomla 1.0.X Intranet"
echo "MySQL - Intranet MySQL Tables"
echo
echo "Copying to SERVER.yourdomain.local . . . ."
echo

#Use SCP to transfer to file so you can verify successful backups -- Make sure to use identity/keys for SCP instead of a password:
scp -v -i /home/administrator/identity /home/administrator/scripts/sqldata.tgz administrator@this.host:/backup/sqldata_backup.tgz

perl /home/administrator/scripts/emailsql.pl

emailsql.pl (I did not write this one):

Instead of just sending the text of the log file, this script attaches the file and sends the message:


#!/usr/bin/perl -w
use MIME::Lite;

$msg = MIME::Lite->new(
From    => 'Backup Log',
To      => 'liveaverage@yourdomain.org',
Subject => 'MySQL Data Backup - Intranets',
Type    => 'text/plain',
Data    => "See the attached log for details on the most recent MySQL Database Dumps.");

$msg->attach(
Type       =>'text/plain',
Path       =>'/home/administrator/scripts/sql.backup.log',
Filename   =>'sql.backup.log',
Disposition        =>'attachment');

$msg->send;

Perl my way to happiness

JR — Fri, 25 Apr 2008 19:00:49 +0000

If only everything was as easy & straight-forward as account provisioning in Zimbra:

!/usr/bin/perl

# ZCS IMPORT SCRIPT
#       Provided by : ZCS Wiki
#       Modified by : J.R.
#       Last Change : 2008.04.09
#
# Lookup the valid COS (Class of Service) ID in the interface or like this
my $cosid = `su - zimbra -c 'zmprov gc apd |grep zimbraId:'`;
$cosid =~ s/zimbraId:\s*|\s*$//g;

while (<>) {
chomp;

# CHANGE ME: To the actual fields you use in your CSV file
my ($email, $password, $first, $last) = split(/\,/, $_, 4);

my ($uid, $domain) = split(/@/, $email, 2);

print qq{ca $uid\@$domain $password\n};
print qq{ma $uid\@$domain zimbraCOSid "$cosid"\n};
print qq{ma $uid\@$domain givenName "$first"\n};
print qq{ma $uid\@$domain sn "$last"\n};
print qq{ma $uid\@$domain cn "$uid"\n};
print qq{ma $uid\@$domain displayName "$first $last"\n};

#Set the user's reply or canonical address
print qq{ma $uid\@$domain zimbraMailCanonicalAddress $uid\@cityof*****.org\n};

#Add e-mail account alias for multiple domains
#Verify domain is correctly working for provisioning aliases

print qq{aaa $uid\@$domain $uid\@cityof*****.com\n};

#Add all users to a general distribution list and terminate
#Add multiple distro-lists if desired
print qq{adlm dept.all\@cityof*****.org $uid\@cityof*****.org\n};
print qq{\n};

}