Show only possibe ticket states.

app/assets/javascripts/app/controllers/_application_controller.js.coffee

@@ -80,7 +80,7 @@ class App.Controller extends Spine.Controller
       { name: 'last_contact_customer',  callback: @frontendTime },
       { name: 'first_response',         callback: @frontendTime },
       { name: 'close_time',             callback: @frontendTime },
-      { name: 'article_count',          title: 'group'},
+      { name: 'article_count',          },
     ]
     shown_all_attributes = []
     for all_attribute in all_attributes

app/assets/javascripts/app/controllers/agent_ticket_create.js.coffee

@@ -92,7 +92,7 @@ class Index extends App.Controller
     # set defaults
     defaults = template['options'] || {}
     if !( 'ticket_state_id' of defaults )
-      defaults['ticket_state_id'] = App.Collection.findByAttribute( 'TicketState', 'name', 'new' ).id
+      defaults['ticket_state_id'] = App.Collection.findByAttribute( 'TicketState', 'name', 'open' ).id
     if !( 'ticket_priority_id' of defaults )
       defaults['ticket_priority_id'] = App.Collection.findByAttribute( 'TicketPriority', 'name', '2 normal' ).id
 

app/assets/javascripts/app/models/ticket.js.coffee

@@ -17,5 +17,4 @@ class App.Ticket extends App.Model
       { name: 'first_response',        display: 'First response',          tag: 'time', null: true, style: 'width: 12%' },
       { name: 'close_time',            display: 'Close time',              tag: 'time', null: true, style: 'width: 12%' },
       { name: 'article_count',         display: 'Article#',  style: 'width: 12%' },
-
     ]

app/controllers/tickets_controller.rb

@@ -323,14 +323,6 @@ class TicketsController < ApplicationController
       users[ticket.created_by_id] = User.user_data_full( ticket.created_by_id )
     end
 
-    owner_ids = []
-    ticket.agent_of_group.each { |user|
-      owner_ids.push user.id
-      if !users[user.id]
-        users[user.id] = User.user_data_full( user.id )
-      end
-    }
-
     # log object as viewed
     log_view( ticket )
 
@@ -349,6 +341,23 @@ class TicketsController < ApplicationController
       )
     end
 
+    # get attributes to update
+    attributes_to_change = Ticket.attributes_to_change( :user => current_user, :ticket => ticket )
+
+    attributes_to_change[:owner_id].each { |user_id|
+      if !users[user_id]
+        users[user_id] = User.user_data_full( user_id )
+      end
+    }
+
+    attributes_to_change[:group_id__owner_id].each {|group_id, user_ids|
+      user_ids.each {|user_id|
+        if !users[user_id]
+          users[user_id] = User.user_data_full( user_id )
+        end
+      }
+    }
+
     # get related articles
     ticket = ticket.attributes
     ticket[:article_ids] = []
@@ -377,52 +386,44 @@ class TicketsController < ApplicationController
       end
     }
 
-    # get groups
-    group_ids = []
-    Group.where( :active => true ).each { |group|
-      group_ids.push group.id
-    }
-    agents = {}
-    Ticket.agents.each { |user|
-      agents[ user.id ] = 1
-    }
-    groups_users = {}
-    group_ids.each {|group_id|
-        groups_users[ group_id ] = []
-        Group.find(group_id).users.each {|user|
-            next if !agents[ user.id ]
-            groups_users[ group_id ].push user.id
-            if !users[user.id]
-              users[user.id] = User.user_data_full( user.id )
-            end
-        }
-    }
-
     # return result
     render :json => {
       :ticket    => ticket,
       :articles  => articles_used,
       :signature => signature,
       :users     => users,
-      :edit_form => {
+      :edit_form => attributes_to_change,
-        :group_id__owner_id => groups_users,
-        :owner_id           => owner_ids,
-      }
     }
   end
 
   # GET /ticket_create/1
   def ticket_create
 
-    # get attributes
+    # get attributes to update
-    create_attributes = Ticket.create_attributes(
+    attributes_to_change = Ticket.attributes_to_change(
-        :current_user_id => current_user.id,
+      :user       => current_user,
+#      :ticket_id  => params[:ticket_id],
+#      :article_id => params[:article_id]
     )
 
+    users = {}
+    attributes_to_change[:owner_id].each { |user_id|
+      if !users[user_id]
+        users[user_id] = User.user_data_full( user_id )
+      end
+    }
+
+    attributes_to_change[:group_id__owner_id].each {|group_id, user_ids|
+      user_ids.each {|user_id|
+        if !users[user_id]
+          users[user_id] = User.user_data_full( user_id )
+        end
+      }
+    }
+
     # split data
     ticket = nil
     articles = nil
-    users = {}
     if params[:ticket_id] && params[:article_id]
       ticket = Ticket.find( params[:ticket_id] )
 
@@ -459,18 +460,12 @@ class TicketsController < ApplicationController
       end
     end
 
-    create_attributes[:owner_id].each {|user_id|
-      if !users[user_id]
-        users[user_id] = User.user_data_full( user_id )
-      end
-    }
-
     # return result
     render :json => {
       :ticket    => ticket,
       :articles  => [ article ],
       :users     => users,
-      :edit_form => create_attributes,
+      :edit_form => attributes_to_change,
     }
   end
 
@@ -522,5 +517,4 @@ class TicketsController < ApplicationController
     }
   end
 
-
 end

app/models/ticket.rb

@@ -26,6 +26,75 @@ class Ticket < ApplicationModel
     User.where( :active => true ).joins(:roles).where( 'roles.name' => 'Agent', 'roles.active' => true ).uniq()
   end
 
+  def self.attributes_to_change(params)
+    if params[:ticket_id]
+      params[:ticket] = self.find( params[:ticket_id] )
+    end
+    if params[:article_id]
+      params[:article] = self.find( params[:article_id] )
+    end
+
+    # get ticket states
+    ticket_state_ids = []
+    if params[:ticket]
+      ticket_state_type = params[:ticket].ticket_state.state_type
+    end
+    ticket_state_types = ['open', 'closed', 'pending action', 'pending reminder']
+    if ticket_state_type && !ticket_state_types.include?(ticket_state_type.name)
+      ticket_state_ids.push params[:ticket].ticket_state.id
+    end
+    ticket_state_types.each {|type|
+      ticket_state_type = Ticket::StateType.where( :name => type ).first
+      if ticket_state_type
+        ticket_state_type.states.each {|ticket_state|
+          ticket_state_ids.push ticket_state.id
+        }
+      end
+    }
+
+    # get owner
+    owner_ids = []
+    if params[:ticket]
+      params[:ticket].agent_of_group.each { |user|
+        owner_ids.push user.id
+      }
+    end
+ 
+    # get group
+    group_ids = []
+    Group.where( :active => true ).each { |group|
+      group_ids.push group.id
+    }
+
+    # get group / user relations
+    agents = {}
+    Ticket.agents.each { |user|
+      agents[ user.id ] = 1
+    }
+    groups_users = {}
+    group_ids.each {|group_id|
+        groups_users[ group_id ] = []
+        Group.find( group_id ).users.each {|user|
+            next if !agents[ user.id ]
+            groups_users[ group_id ].push user.id
+        }
+    }
+
+    # get priorities
+    ticket_priority_ids = []
+    Ticket::Priority.where( :active => true ).each { |priority|
+      ticket_priority_ids.push priority.id
+    }
+
+    return {
+      :ticket_state_id    => ticket_state_ids,
+      :ticket_priority_id => ticket_priority_ids,
+      :owner_id           => owner_ids,
+      :group_id           => group_ids,
+      :group_id__owner_id => groups_users,
+    }
+  end
+
   def merge_to(data)
 
     # update articles
@@ -300,59 +369,6 @@ class Ticket < ApplicationModel
 
   end
 
-#  Ticket.create_attributes(
-#    :current_user_id => 123,
-#  )
-  def self.create_attributes (data)
-
-    # get groups
-    group_ids = []
-    Group.where( :active => true ).each { |group|
-      group_ids.push group.id
-    }
-
-    # get related users
-#    users = {}
-    user_ids = []
-    agents = {}
-    Ticket.agents.each { |user|
-      agents[ user.id ] = 1
-      user_ids.push user.id
-    }
-    groups_users = {}
-    group_ids.each {|group_id|
-        groups_users[ group_id ] = []
-        Group.find(group_id).users.each {|user|
-            next if !agents[ user.id ]
-            groups_users[ group_id ].push user.id
-#            if !users[user.id]
-#              users[user.id] = User.user_data_full(user.id)
-#            end
-        }
-    }
-
-    # get states
-    ticket_state_ids = []
-    Ticket::State.where( :active => true ).each { |state|
-      ticket_state_ids.push state.id
-    }
-
-    # get priorities
-    ticket_priority_ids = []
-    Ticket::Priority.where( :active => true ).each { |priority|
-      ticket_priority_ids.push priority.id
-    }
-
-    return {
-#      :users              => users,
-      :owner_id           => user_ids,
-      :group_id__owner_id => groups_users,
-      :group_id           => group_ids,
-      :ticket_state_id    => ticket_state_ids,
-      :ticket_priority_id => ticket_priority_ids,
-    }
-  end
-
   def self.number_adapter
 
     # load backend based on config

lib/session.rb

@@ -311,7 +311,7 @@ class UserState
       # create_attributes
       cache_key = @cache_key + '_ticket_create_attributes'
       if CacheIn.expired(cache_key)
-        ticket_create_attributes = Ticket.create_attributes(
+        ticket_create_attributes = Ticket.attributes_to_change(
           :current_user_id => user.id,
         )
         ticket_create_attributes_cache = CacheIn.get( cache_key, { :re_expire => true } )