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Dont show the reply card in ticket until a reply button is clicked

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johnnyq
2026-08-29 00:21:40 -04:00
parent 950d02d6ab
commit 087c75f3d7
3 changed files with 166 additions and 88 deletions
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15
agent/css/ticket.css
View File

@@ -72,3 +72,18 @@
min-width: 45%;
}
}
/*
* Bootstrap cancels hover on any .btn following a .btn-check (twbs #31149 / PR #37026):
* a checked outline toggle and an unchecked one looked identical while hovered, so you
* could not read the control's state without moving the pointer away. Correct, but the
* selector also catches the UNCHECKED buttons, and with nothing preselected here that
* leaves the whole strip with no feedback at all.
*
* Give the unchecked ones a NEUTRAL tint - not the variant fill, which is what checked
* looks like and would reintroduce exactly the ambiguity #31149 was about. Upstream's
* color and border-color still apply, so only the background moves.
*/
#replyTypePicker .btn-check:not(:checked) + .btn:hover {
background-color: var(--bs-secondary-bg);
}

5
agent/post/ticket.php
View File

@@ -1865,9 +1865,10 @@ if (isset($_POST['add_ticket_reply'])) {
// Defaults
$send_email = 0;
$ticket_reply_id = 0;
if ($_POST['public_reply_type'] == 1 ){
$public_reply_type = intval($_POST['public_reply_type'] ?? 0);
if ($public_reply_type == 1) {
$ticket_reply_type = 'Public';
} elseif ($_POST['public_reply_type'] == 2 ) {
} elseif ($public_reply_type == 2) {
$ticket_reply_type = 'Public';
$send_email = 1;
} else {

234
agent/ticket.php
View File

@@ -715,11 +715,15 @@ if (isset($_GET['ticket_id'])) {
<div class="card mb-3">
<div class="card-body p-3 d-print-none">
<!-- Who will see this reply, stated in the label rather than left to a colour -->
<div class="btn-group w-100 mb-3" role="group">
<!--
* Picking a reply type is what opens the composer below. Nothing is
* preselected, so a public reply is always a deliberate choice, and the
* conversation sits right under this strip until an agent wants to write.
-->
<div class="btn-group w-100" role="group" id="replyTypePicker">
<input class="btn-check" id="public_reply_type_opt0" type="radio" name="public_reply_type" value="0">
<label class="btn btn-outline-dark" for="public_reply_type_opt0"><i class="fas fa-fw fa-lock me-1"></i>Internal note</label>
<input class="btn-check" id="public_reply_type_opt1" type="radio" name="public_reply_type" value="1" checked>
<input class="btn-check" id="public_reply_type_opt1" type="radio" name="public_reply_type" value="1">
<label class="btn btn-outline-info" for="public_reply_type_opt1"><i class="fas fa-fw fa-comment me-1"></i>Public reply</label>
<?php if ($contact_email) { ?>
<input class="btn-check" id="public_reply_type_opt2" type="radio" name="public_reply_type" value="2">
@@ -727,103 +731,114 @@ if (isset($_GET['ticket_id'])) {
<?php } ?>
</div>
<?php
<div class="collapse" id="replyComposer">
<div class="pt-3">
/*
* Canned responses offered on this ticket: the ones tied to its
* category, plus the general ones that are offered everywhere.
* Names only - the body is fetched when one is picked, so a
* shelf of long responses does not ride along with every ticket.
*/
$sql_canned_responses = mysqli_query($mysqli, "SELECT canned_response_id, canned_response_name, canned_response_category_id
FROM canned_responses
WHERE canned_response_archived_at IS NULL
AND (canned_response_category_id = 0 OR canned_response_category_id = $ticket_category)
ORDER BY canned_response_name ASC");
<?php
$canned_responses_for_category = [];
$canned_responses_general = [];
/*
* Canned responses offered on this ticket: the ones tied to its
* category, plus the general ones that are offered everywhere.
* Names only - the body is fetched when one is picked, so a
* shelf of long responses does not ride along with every ticket.
*/
$sql_canned_responses = mysqli_query($mysqli, "SELECT canned_response_id, canned_response_name, canned_response_category_id
FROM canned_responses
WHERE canned_response_archived_at IS NULL
AND (canned_response_category_id = 0 OR canned_response_category_id = $ticket_category)
ORDER BY canned_response_name ASC");
while ($canned_row = mysqli_fetch_assoc($sql_canned_responses)) {
if (intval($canned_row['canned_response_category_id']) === 0) {
$canned_responses_general[] = $canned_row;
} else {
$canned_responses_for_category[] = $canned_row;
}
}
$canned_responses_for_category = [];
$canned_responses_general = [];
if ($canned_responses_for_category || $canned_responses_general) { ?>
while ($canned_row = mysqli_fetch_assoc($sql_canned_responses)) {
if (intval($canned_row['canned_response_category_id']) === 0) {
$canned_responses_general[] = $canned_row;
} else {
$canned_responses_for_category[] = $canned_row;
}
}
<div class="mb-3">
<select class="form-select" id="canned_response_picker">
<option value="">- Insert a canned response -</option>
<?php if ($canned_responses_for_category) { ?>
<optgroup label="<?= $ticket_category_display ?>">
<?php foreach ($canned_responses_for_category as $canned_row) { ?>
<option value="<?= intval($canned_row['canned_response_id']) ?>"><?= escapeHtml($canned_row['canned_response_name']) ?></option>
if ($canned_responses_for_category || $canned_responses_general) { ?>
<div class="mb-3">
<select class="form-select" id="canned_response_picker">
<option value="">- Insert a canned response -</option>
<?php if ($canned_responses_for_category) { ?>
<optgroup label="<?= $ticket_category_display ?>">
<?php foreach ($canned_responses_for_category as $canned_row) { ?>
<option value="<?= intval($canned_row['canned_response_id']) ?>"><?= escapeHtml($canned_row['canned_response_name']) ?></option>
<?php } ?>
</optgroup>
<?php } ?>
</optgroup>
<?php } ?>
<?php if ($canned_responses_general) { ?>
<optgroup label="All categories">
<?php foreach ($canned_responses_general as $canned_row) { ?>
<option value="<?= intval($canned_row['canned_response_id']) ?>"><?= escapeHtml($canned_row['canned_response_name']) ?></option>
<?php if ($canned_responses_general) { ?>
<optgroup label="All categories">
<?php foreach ($canned_responses_general as $canned_row) { ?>
<option value="<?= intval($canned_row['canned_response_id']) ?>"><?= escapeHtml($canned_row['canned_response_name']) ?></option>
<?php } ?>
</optgroup>
<?php } ?>
</optgroup>
<?php } ?>
</select>
</div>
</select>
</div>
<?php } ?>
<?php } ?>
<div class="mb-3">
<textarea class="form-control tinymceTicket" id="ticket_reply" name="ticket_reply" placeholder="Type a response"></textarea>
</div>
<div class="mb-3">
<input type="file" class="form-control" name="attachments[]" multiple accept=".jpg, .jpeg, .gif, .png, .webp, .pdf, .txt, .md, .doc, .docx, .odt, .csv, .xls, .xlsx, .ods, .pptx, .odp, .zip, .tar, .gz, .xml, .msg, .json, .wav, .mp3, .ogg, .mov, .mp4, .av1, .ovpn">
</div>
<div class="row g-2 align-items-center">
<div class="col-md-4">
<div class="mb-3 mb-md-0">
<label class="text-secondary small mb-1">Set status to</label>
<select class="form-select select2" name="status" required>
<!-- Show all active ticket statuses, apart from new or closed as these are system-managed -->
<?php
$status_snippet = '';
if ($tasks_block_resolve) {
$status_snippet = "AND ticket_status_id != 4";
}
$sql_ticket_status = mysqli_query($mysqli, "SELECT ticket_status_id, ticket_status_name FROM ticket_statuses WHERE ticket_status_id != 1 AND ticket_status_id != 5 AND ticket_status_active = 1 $status_snippet ORDER BY ticket_status_order");
while ($status_row = mysqli_fetch_assoc($sql_ticket_status)) {
$ticket_status_id_select = intval($status_row['ticket_status_id']);
$ticket_status_name_select = escapeHtml($status_row['ticket_status_name']);
?>
<option value="<?= $ticket_status_id_select ?>" <?php if ($ticket_status == $ticket_status_id_select) { echo 'selected'; } ?>><?= $ticket_status_name_select ?></option>
<?php } ?>
</select>
<div class="mb-3">
<textarea class="form-control tinymceTicket" id="ticket_reply" name="ticket_reply" placeholder="Type a response"></textarea>
</div>
</div>
<!-- Time Tracking -->
<div class="col-md-5">
<div class="mb-3 mb-md-0">
<label class="text-secondary small mb-1">Time worked</label>
<div class="input-group">
<input type="text" class="form-control" inputmode="numeric" id="hours" name="hours" placeholder="Hrs" min="0" max="23" pattern="0?[0-9]|1[0-9]|2[0-3]">
<input type="text" class="form-control" inputmode="numeric" id="minutes" name="minutes" placeholder="Mins" min="0" max="59" pattern="[0-5]?[0-9]">
<input type="text" class="form-control" inputmode="numeric" id="seconds" name="seconds" placeholder="Secs" min="0" max="59" pattern="[0-5]?[0-9]">
<button type="button" class="btn btn-light" id="startStopTimer" title="Start / stop timer"><i class="fas fa-play"></i></button>
<button type="button" class="btn btn-light" id="resetTimer" title="Reset timer"><i class="fas fa-redo-alt"></i></button>
<div class="mb-3">
<input type="file" class="form-control" name="attachments[]" multiple accept=".jpg, .jpeg, .gif, .png, .webp, .pdf, .txt, .md, .doc, .docx, .odt, .csv, .xls, .xlsx, .ods, .pptx, .odp, .zip, .tar, .gz, .xml, .msg, .json, .wav, .mp3, .ogg, .mov, .mp4, .av1, .ovpn">
</div>
<div class="row g-2 align-items-center">
<div class="col-md-4">
<div class="mb-3 mb-md-0">
<label class="text-secondary small mb-1">Set status to</label>
<select class="form-select select2" name="status" required>
<!-- Show all active ticket statuses, apart from new or closed as these are system-managed -->
<?php
$status_snippet = '';
if ($tasks_block_resolve) {
$status_snippet = "AND ticket_status_id != 4";
}
$sql_ticket_status = mysqli_query($mysqli, "SELECT ticket_status_id, ticket_status_name FROM ticket_statuses WHERE ticket_status_id != 1 AND ticket_status_id != 5 AND ticket_status_active = 1 $status_snippet ORDER BY ticket_status_order");
while ($status_row = mysqli_fetch_assoc($sql_ticket_status)) {
$ticket_status_id_select = intval($status_row['ticket_status_id']);
$ticket_status_name_select = escapeHtml($status_row['ticket_status_name']);
?>
<option value="<?= $ticket_status_id_select ?>" <?php if ($ticket_status == $ticket_status_id_select) { echo 'selected'; } ?>><?= $ticket_status_name_select ?></option>
<?php } ?>
</select>
</div>
</div>
<!-- Time Tracking -->
<div class="col-md-5">
<div class="mb-3 mb-md-0">
<label class="text-secondary small mb-1">Time worked</label>
<div class="input-group">
<input type="text" class="form-control" inputmode="numeric" id="hours" name="hours" placeholder="Hrs" min="0" max="23" pattern="0?[0-9]|1[0-9]|2[0-3]">
<input type="text" class="form-control" inputmode="numeric" id="minutes" name="minutes" placeholder="Mins" min="0" max="59" pattern="[0-5]?[0-9]">
<input type="text" class="form-control" inputmode="numeric" id="seconds" name="seconds" placeholder="Secs" min="0" max="59" pattern="[0-5]?[0-9]">
<button type="button" class="btn btn-light" id="startStopTimer" title="Start / stop timer"><i class="fas fa-play"></i></button>
<button type="button" class="btn btn-light" id="resetTimer" title="Reset timer"><i class="fas fa-redo-alt"></i></button>
</div>
</div>
</div>
<div class="col-md-3">
<div class="d-flex gap-2 mt-3 mt-md-4">
<button type="submit" id="ticket_add_reply" name="add_ticket_reply" class="btn btn-success flex-grow-1">
<i class="fas fa-fw fa-paper-plane me-2"></i>Send
</button>
<button type="button" id="cancelReply" class="btn btn-light" title="Close without replying">
<i class="fas fa-fw fa-times"></i>
</button>
</div>
</div>
</div>
</div>
<div class="col-md-3">
<button type="submit" id="ticket_add_reply" name="add_ticket_reply" class="btn btn-success w-100 mt-3 mt-md-4">
<i class="fas fa-fw fa-paper-plane me-2"></i>Send
</button>
</div>
</div>
@@ -1510,6 +1525,53 @@ require_once "../includes/footer.php";
});
}
// Reply composer - the type buttons above are the entry point. The composer stays
// collapsed until one is picked, so the conversation is not pushed down the page and
// a public reply is never the default.
const replyComposer = document.getElementById('replyComposer');
if (replyComposer) {
const replyComposerCollapse = bootstrap.Collapse.getOrCreateInstance(replyComposer, { toggle: false });
const replyTypes = document.querySelectorAll('input[name="public_reply_type"]');
// Only ever opens. Switching Internal -> Public mid-draft must not throw the draft away.
replyTypes.forEach(radio => radio.addEventListener('change', () => replyComposerCollapse.show()));
replyComposer.addEventListener('shown.bs.collapse', function () {
// TinyMCE's autoresize plugin measured the editor while its container was
// display:none, so it sized to nothing. Re-measure now the box is real.
const editor = window.tinymce ? tinymce.get('ticket_reply') : null;
if (editor) {
editor.execCommand('mceAutoResize');
editor.focus();
} else {
const textarea = document.getElementById('ticket_reply');
if (textarea) textarea.focus();
}
});
const cancelReply = document.getElementById('cancelReply');
if (cancelReply) {
cancelReply.addEventListener('click', function () {
replyComposerCollapse.hide();
replyTypes.forEach(radio => { radio.checked = false; });
});
}
// The status select is required and lives inside the collapse. A required control in a
// display:none container blocks submission with nothing on screen to explain it, and the
// form can still be submitted with Enter from a focused reply-type button, so refuse
// outright while the composer is shut.
const replyForm = replyComposer.closest('form');
if (replyForm) {
replyForm.addEventListener('submit', function (e) {
if (!replyComposer.classList.contains('show')) {
e.preventDefault();
}
});
}
}
// Conversation filter - show everything, only what the client can see, or only internal notes
const replyFilter = document.getElementById('replyFilter');
if (replyFilter) {