mirror of https://github.com/itflow-org/itflow
Merge pull request #667 from wrongecho/ticket-auto-close
Add auto close ticket feature
This commit is contained in:
Johnny
GitHub
commit
07ac69a528
78
cron.php
78
cron.php
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@ -93,12 +93,12 @@ if ($config_enable_cron == 1) {
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/*
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* ###############################################################################################################
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* REFRESH DATA
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* REFRESH DATA
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* ###############################################################################################################
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*/
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// 2023-02-20 JQ Commenting this code out as its intermitently breaking cron executions, investigating
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// ERROR
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// php cron.php
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// php cron.php
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// PHP Fatal error: Uncaught TypeError: mysqli_fetch_array(): Argument #1 ($result) must be of type mysqli_result, bool given in cron.php:141
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// Stack trace:
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//#0 cron.php(141): mysqli_fetch_array()
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@ -332,9 +332,83 @@ if ($config_enable_cron == 1) {
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}
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}
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// Logging
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mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created sent out scheduled tickets'");
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// AUTO CLOSE TICKET - CLOSE
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// Automatically silently closes tickets 22 hrs after the last chase
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$sql_tickets_to_chase = mysqli_query(
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$mysqli,
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"SELECT * FROM tickets
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WHERE ticket_status = 'Auto Close'
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AND ticket_updated_at < NOW() - INTERVAL 70 HOUR"
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);
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while ($row = mysqli_fetch_array($sql_tickets_to_chase)) {
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$ticket_id = $row['ticket_id'];
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$ticket_prefix = sanitizeInput($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$ticket_subject = sanitizeInput($row['ticket_subject']);
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$ticket_status = sanitizeInput($row['ticket_status']);
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$ticket_assigned_to = sanitizeInput($row['ticket_assigned_to']);
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$client_id = intval($row['ticket_client_id']);
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mysqli_query($mysqli,"UPDATE tickets SET ticket_status = 'Closed', ticket_closed_at = NOW(), ticket_closed_by = $ticket_assigned_to WHERE ticket_id = $ticket_id");
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//Logging
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mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Closed', log_description = '$ticket_prefix$ticket_number auto closed', log_entity_id = $ticket_id");
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}
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// AUTO CLOSE TICKETS - CHASE
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// Automatically sends a chaser email after approx 48 hrs/2 days
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$sql_tickets_to_chase = mysqli_query(
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$mysqli,
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"SELECT contact_name, contact_email, ticket_id, ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_client_id FROM tickets
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LEFT JOIN clients ON ticket_client_id = client_id
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LEFT JOIN contacts ON ticket_contact_id = contact_id
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WHERE ticket_status = 'Auto Close'
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AND ticket_updated_at < NOW() - INTERVAL 48 HOUR"
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);
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while ($row = mysqli_fetch_array($sql_tickets_to_chase)) {
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$contact_name = sanitizeInput($row['contact_name']);
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$contact_email = sanitizeInput($row['contact_email']);
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$ticket_id = $row['ticket_id'];
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$ticket_prefix = sanitizeInput($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$ticket_subject = sanitizeInput($row['ticket_subject']);
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$ticket_status = sanitizeInput($row['ticket_status']);
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$client_id = intval($row['ticket_client_id']);
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$sql_ticket_reply = mysqli_query($mysqli, "SELECT ticket_reply FROM ticket_replies WHERE ticket_reply_type = 'Public' AND ticket_reply_ticket_id = $ticket_id ORDER BY ticket_reply_created_at DESC LIMIT 1");
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$ticket_reply_row = mysqli_fetch_array($sql_ticket_reply);
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$ticket_reply = $ticket_reply_row['ticket_reply'];
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$subject = "Ticket pending closure - [$ticket_prefix$ticket_number] - $ticket_subject";
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$body = "<i style='color: #808080'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>This is an automatic friendly reminder that your ticket regarding \"$ticket_subject\" will be closed, unless you respond.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>If your issue is resolved, you can ignore this email - the ticket will automatically close. If you need further assistance, please respond to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>~<br>$company_name<br>Support Department<br>$config_ticket_from_email<br>$company_phone";
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$mail = sendSingleEmail($config_smtp_host, $config_smtp_username, $config_smtp_password, $config_smtp_encryption, $config_smtp_port,
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$config_ticket_from_email, $config_ticket_from_name,
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$contact_email, $contact_name,
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$subject, $body);
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if ($mail !== true) {
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mysqli_query($mysqli,"INSERT INTO notifications SET notification_type = 'Mail', notification = 'Failed to send email to $contact_email'");
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mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Failed to send email to $contact_email regarding $subject. $mail'");
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}
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mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket Reply', log_action = 'Create', log_description = 'Auto close chaser email sent to $contact_email for ticket $ticket_prefix$ticket_number - $ticket_subject', log_client_id = $client_id");
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}
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// PAST DUE INVOICE Notifications
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//$invoiceAlertArray = [$config_invoice_overdue_reminders];
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$invoiceAlertArray = [30,60,90,120,150,180,210,240,270,300,330,360,390,420,450,480,510,540,570,590,620];
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4
post.php
4
post.php
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@ -6509,6 +6509,10 @@ if(isset($_POST['add_ticket_reply'])){
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$subject = "Ticket closed - [$ticket_prefix$ticket_number] - $ticket_subject | (do not reply)";
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$body = "Hello, $contact_name<br><br>Your ticket regarding \"$ticket_subject\" has been closed.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>We hope the issue was resolved to your satisfaction. If you need further assistance, please raise a new ticket using the below details. Please do not reply to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>~<br>$session_company_name<br>Support Department<br>$config_ticket_from_email<br>$company_phone";
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} elseif ($ticket_status == 'Auto Close') {
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$subject = "Ticket update - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)";
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$body = "<i style='color: #808080'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>Your ticket regarding \"$ticket_subject\" has been updated and is pending closure.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>If your issue is resolved, you can ignore this email. If you need further assistance, please respond! <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>~<br>$session_company_name<br>Support Department<br>$config_ticket_from_email<br>$company_phone";
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} else {
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$subject = "Ticket update - [$ticket_prefix$ticket_number] - $ticket_subject";
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$body = "<i style='color: #808080'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>Your ticket regarding \"$ticket_subject\" has been updated.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>~<br>$session_company_name<br>Support Department<br>$config_ticket_from_email<br>$company_phone";
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@ -300,6 +300,7 @@ if (isset($_GET['ticket_id'])) {
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<option <?php if ($ticket_status == 'Open') { echo "selected"; } ?> >Open</option>
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<option <?php if ($ticket_status == 'Working') { echo "selected"; } ?> >Working</option>
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<option <?php if ($ticket_status == 'On Hold') { echo "selected"; } ?> >On Hold</option>
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<option <?php if ($ticket_status == 'Auto Close') { echo "selected"; } ?> >Auto Close</option>
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<option <?php if ($ticket_status == 'Closed') { echo "selected"; } ?> >Closed</option>
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</select>
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</div>
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