Zendesk - Classic - Incident Tagging

gistfile1.js

// Flag Incident Type

// Author: Ben Matthew Reyes - EMEA - [email protected]
// Written: December 2012

// Usable by any customers using the classic interface.
// Screencast - http://www.screenr.com/8Cx7

// --- Install Instructions ---
// Add as a global javascript widget, visible to users that are logged in and are agents.
// Change the two below variables to suit your requirements. (Optional)

// --- Editable Variables --- //
var incidentTag = 'problem'; // global incident tag (applies to all incident)
var prependIncidentTag = 'problem_'; // prepend incident link ID tag


if ($j('body.tickets').is(':visible')) {

  $j(document).ready(function(){    

    $j('#ticket_ticket_type_id').change(function(){
      if ($j("#ticket_ticket_type_id").val() === "2") {

        bindIncidentTagging();
      } else {

        removeIncidentTags();
      }
    });

  });

  $j(window).load(function() {

    bindIncidentTagging();

  });


  // Binds the functions to check the incident checkbox when incident is selected
  function bindIncidentTagging() {

     addIncidentTags();

    $j('#ticket_link').change(function(){

      addIncidentTags();
    });
  }

  function addIncidentTags() {

    if ($j('#ticket_link').is(':visible')) {

      var ticketLinkVal = $j('#ticket_link option:selected').html();
      if (ticketLinkVal !== '') {

        var incidentID = "";

        // Regular Expression match for ticketID
        var regExMatch = ticketLinkVal.match(/^\#(\d+)/);
        if (regExMatch.length > 0) {

          incidentID = ticketLinkVal.match(/^\#(\d+)/)[1]
          var incidentLinkTag = prependIncidentTag + incidentID;
          ticketTagField.addEntry(incidentLinkTag);

          // Loop through ticket tags and remove tags that are prepended with incident label *but not the new added tag*
          var currentTags = $j(ticketTagField.holder).find('li input').map(function(x, y) { if($j(y)) return $j(y).val(); });
          for (var i=0; i<currentTags.length; i++) {

            if (incidentLinkTag !== currentTags[i]) {

              var re = new RegExp("^"+prependIncidentTag, "g");
              if (re.test(currentTags[i])) {

                ticketTagField.removeEntry(currentTags[i]); // remove linked ID incident tag
              }
            }
          }
        }

        ticketTagField.addEntry(incidentTag);
      } else {

        removeIncidentTags();
      }
    }
  }

  function removeIncidentTags() {
    ticketTagField.removeEntry(incidentTag); // remove global incident tag

    // Loop through ticket tags and remove tags that are prepended with incident label
    var currentTags = $j(ticketTagField.holder).find('li input').map(function(x, y) { if($j(y)) return $j(y).val(); });
    for (var i=0; i<currentTags.length; i++) {

      var re = new RegExp("^"+prependIncidentTag, "g");
      if (re.test(currentTags[i])) {

        ticketTagField.removeEntry(currentTags[i]); // remove linked ID incident tag
      }
    }
  }
}