Code executes in the wrong order

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cobweb34
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Posts: 10
Joined: Wed Jan 27, 2010 5:50 am

Code executes in the wrong order

Post by cobweb34 »

Hi guys,

I’ve been using PHP for about 2 years and whenever I’ve had a problem, a Google search has fixed my issue but I’ve hit a brick wall and I don’t even think my problem is fixable but I’m going to ask it anyway.

I’ve attached a diagram to help explain how the system works.

I’m using an IT Helpdesk ticket logging system called Supportworks.

-When you update a ticket in someone else’s queue, the system executes a PHP script which sends an email to the Ticket Owner.
-When you assign a ticket, the system executes the same PHP script which sends an email to the New Ticket Owner.


The problem is as follows:

When you update a call, there is a button available called “update and assign”. As you can see in the attached diagram, the system executes this procedure in this order:

Update then Assign:
ie.
Update – execute php which sends an email to the Owner.
Assign – executes php which sends an email to the New Owner.


As some have probably already noticed, if you “update and assign” a call, the Original Ticket Owner gets the first email and the New Ticket Owner gets the second.

What I need is for both updates to go to the New Ticket Owner but there is no way of changing the order in Supportworks.

If anyone’s got any ideas I’d appreciate them as I’m stumped.

Cheers
Jamie
Attachments
Diagram
Diagram
UpdateAssign.GIF (6.53 KiB) Viewed 176 times
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