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itflow
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Ticketing updates 

- Allow changing ticket status without adding a reply (just leave the response blank)
- Bugfix: Contact change email didn't include URL key
- Make it clearer when nobody is assigned to a ticket
This commit is contained in:
Marcus Hill 2024-11-02 10:22:31 +00:00
parent eb70aba430
commit 13f89d2118
2 changed files with 100 additions and 87 deletions
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177
post/user/ticket.php
View File

@ -286,7 +286,7 @@ if (isset($_POST['edit_ticket_contact'])) {
if ($notify && !empty($config_smtp_host)) { if ($notify && !empty($config_smtp_host)) {
// Get contact/ticket details // Get contact/ticket details
$sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_category, ticket_subject, ticket_details, ticket_priority, ticket_status_name, ticket_created_by, ticket_assigned_to, ticket_client_id FROM tickets $sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_category, ticket_subject, ticket_details, ticket_priority, ticket_status_name, ticket_url_key, ticket_created_by, ticket_assigned_to, ticket_client_id FROM tickets
LEFT JOIN clients ON ticket_client_id = client_id LEFT JOIN clients ON ticket_client_id = client_id
LEFT JOIN contacts ON ticket_contact_id = contact_id LEFT JOIN contacts ON ticket_contact_id = contact_id
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
@ -306,6 +306,7 @@ if (isset($_POST['edit_ticket_contact'])) {
$client_id = intval($row['ticket_client_id']); $client_id = intval($row['ticket_client_id']);
$ticket_created_by = intval($row['ticket_created_by']); $ticket_created_by = intval($row['ticket_created_by']);
$ticket_assigned_to = intval($row['ticket_assigned_to']); $ticket_assigned_to = intval($row['ticket_assigned_to']);
$url_key = sanitizeInput($row['ticket_url_key']);
// Get Company Phone Number // Get Company Phone Number
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1"); $sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
@ -1291,18 +1292,17 @@ if (isset($_POST['add_ticket_reply'])) {
$ticket_id = intval($_POST['ticket_id']); $ticket_id = intval($_POST['ticket_id']);
$ticket_reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']); $ticket_reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']);
$ticket_status = intval($_POST['status']); $ticket_status = intval($_POST['status']);
// Handle the time inputs for hours, minutes, and seconds $client_id = intval($_POST['client_id']);
// Time tracking, inputs & combine into string
$hours = intval($_POST['hours']); $hours = intval($_POST['hours']);
$minutes = intval($_POST['minutes']); $minutes = intval($_POST['minutes']);
$seconds = intval($_POST['seconds']); $seconds = intval($_POST['seconds']);
// Combine into a single time string
$ticket_reply_time_worked = sanitizeInput(sprintf("%02d:%02d:%02d", $hours, $minutes, $seconds)); $ticket_reply_time_worked = sanitizeInput(sprintf("%02d:%02d:%02d", $hours, $minutes, $seconds));
$client_id = intval($_POST['client_id']); // Defaults
$send_email = 0; $send_email = 0;
$ticket_reply_id = 0;
if ($_POST['public_reply_type'] == 1 ){ if ($_POST['public_reply_type'] == 1 ){
$ticket_reply_type = 'Public'; $ticket_reply_type = 'Public';
} elseif ($_POST['public_reply_type'] == 2 ) { } elseif ($_POST['public_reply_type'] == 2 ) {
@ -1312,13 +1312,8 @@ if (isset($_POST['add_ticket_reply'])) {
$ticket_reply_type = 'Internal'; $ticket_reply_type = 'Internal';
} }
// Add reply // Update Ticket Status & updated at (in case status didn't change)
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_time_worked = '$ticket_reply_time_worked', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $ticket_status, ticket_updated_at = NOW() WHERE ticket_id = $ticket_id");
$ticket_reply_id = mysqli_insert_id($mysqli);
// Update Ticket Status & Last Response Field
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $ticket_status WHERE ticket_id = $ticket_id");
// Resolve the ticket, if set // Resolve the ticket, if set
if ($ticket_status == 4) { if ($ticket_status == 4) {
@ -1326,113 +1321,123 @@ if (isset($_POST['add_ticket_reply'])) {
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Resolved', log_description = 'Ticket ID $ticket_id resolved', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_user_id = $session_user_id, log_entity_id = $ticket_id"); mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Resolved', log_description = 'Ticket ID $ticket_id resolved', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_user_id = $session_user_id, log_entity_id = $ticket_id");
} }
// Get Ticket Details // Process reply actions, if we have a reply to work with (e.g. we're not just editing the status)
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_status_name, ticket_url_key, ticket_client_id, ticket_created_by, ticket_assigned_to if (!empty($ticket_reply)) {
// Add reply
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_time_worked = '$ticket_reply_time_worked', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
$ticket_reply_id = mysqli_insert_id($mysqli);
// Get Ticket Details
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_status_name, ticket_url_key, ticket_client_id, ticket_created_by, ticket_assigned_to
FROM tickets FROM tickets
LEFT JOIN clients ON ticket_client_id = client_id LEFT JOIN clients ON ticket_client_id = client_id
LEFT JOIN contacts ON ticket_contact_id = contact_id LEFT JOIN contacts ON ticket_contact_id = contact_id
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
WHERE ticket_id = $ticket_id WHERE ticket_id = $ticket_id
"); ");
$row = mysqli_fetch_array($ticket_sql); $row = mysqli_fetch_array($ticket_sql);
$contact_name = sanitizeInput($row['contact_name']); $contact_name = sanitizeInput($row['contact_name']);
$contact_email = sanitizeInput($row['contact_email']); $contact_email = sanitizeInput($row['contact_email']);
$ticket_prefix = sanitizeInput($row['ticket_prefix']); $ticket_prefix = sanitizeInput($row['ticket_prefix']);
$ticket_number = intval($row['ticket_number']); $ticket_number = intval($row['ticket_number']);
$ticket_subject = sanitizeInput($row['ticket_subject']); $ticket_subject = sanitizeInput($row['ticket_subject']);
$ticket_status = intval($row['ticket_status']); $ticket_status = intval($row['ticket_status']);
$ticket_status_name = sanitizeInput($row['ticket_status_name']); $ticket_status_name = sanitizeInput($row['ticket_status_name']);
$url_key = sanitizeInput($row['ticket_url_key']); $url_key = sanitizeInput($row['ticket_url_key']);
$client_id = intval($row['ticket_client_id']); $client_id = intval($row['ticket_client_id']);
$ticket_created_by = intval($row['ticket_created_by']); $ticket_created_by = intval($row['ticket_created_by']);
$ticket_assigned_to = intval($row['ticket_assigned_to']); $ticket_assigned_to = intval($row['ticket_assigned_to']);
// Sanitize Config vars from get_settings.php // Sanitize Config vars from get_settings.php
$config_ticket_from_name = sanitizeInput($config_ticket_from_name); $config_ticket_from_name = sanitizeInput($config_ticket_from_name);
$config_ticket_from_email = sanitizeInput($config_ticket_from_email); $config_ticket_from_email = sanitizeInput($config_ticket_from_email);
$config_base_url = sanitizeInput($config_base_url); $config_base_url = sanitizeInput($config_base_url);
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1"); $sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
$row = mysqli_fetch_array($sql); $row = mysqli_fetch_array($sql);
$company_name = sanitizeInput($row['company_name']); $company_name = sanitizeInput($row['company_name']);
$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'])); $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
// Send e-mail to client if public update & email is set up // Send e-mail to client if public update & email is set up
if ($ticket_reply_type == 'Public' && $send_email == 1 && !empty($config_smtp_host)) { if ($ticket_reply_type == 'Public' && $send_email == 1 && !empty($config_smtp_host)) {
if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
// Slightly different email subject/text depending on if this update set auto-close // Slightly different email subject/text depending on if this update set auto-close
if ($ticket_status == 4) { if ($ticket_status == 4) {
// Resolved // Resolved
$subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)"; $subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Your ticket regarding $ticket_subject has been marked as solved and is pending closure.<br><br>--------------------------------<br>$ticket_reply<br>--------------------------------<br><br>If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or <a href=\'https://$config_base_url/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>re-open</a> to let us know! <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: <a href=\'https://$config_base_url/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone"; } else { $body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Your ticket regarding $ticket_subject has been marked as solved and is pending closure.<br><br>--------------------------------<br>$ticket_reply<br>--------------------------------<br><br>If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or <a href=\'https://$config_base_url/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>re-open</a> to let us know! <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: <a href=\'https://$config_base_url/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone"; } else {
// Anything else // Anything else
$subject = "Ticket update - [$ticket_prefix$ticket_number] - $ticket_subject"; $subject = "Ticket update - [$ticket_prefix$ticket_number] - $ticket_subject";
$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><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: <a href=\'https://$config_base_url/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone"; $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><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: <a href=\'https://$config_base_url/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
} }
$data = []; $data = [];
// Email Ticket Contact
// Queue Mail
$data[] = [
'from' => $config_ticket_from_email,
'from_name' => $config_ticket_from_name,
'recipient' => $contact_email,
'recipient_name' => $contact_name,
'subject' => $subject,
'body' => $body
];
// Also Email all the watchers
$sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
$body .= "<br><br>----------------------------------------<br>DO NOT REPLY - YOU ARE RECEIVING THIS EMAIL BECAUSE YOU ARE A WATCHER";
while ($row = mysqli_fetch_array($sql_watchers)) {
$watcher_email = sanitizeInput($row['watcher_email']);
// Email Ticket Contact
// Queue Mail // Queue Mail
$data[] = [ $data[] = [
'from' => $config_ticket_from_email, 'from' => $config_ticket_from_email,
'from_name' => $config_ticket_from_name, 'from_name' => $config_ticket_from_name,
'recipient' => $watcher_email, 'recipient' => $contact_email,
'recipient_name' => $watcher_email, 'recipient_name' => $contact_name,
'subject' => $subject, 'subject' => $subject,
'body' => $body 'body' => $body
]; ];
// Also Email all the watchers
$sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
$body .= "<br><br>----------------------------------------<br>DO NOT REPLY - YOU ARE RECEIVING THIS EMAIL BECAUSE YOU ARE A WATCHER";
while ($row = mysqli_fetch_array($sql_watchers)) {
$watcher_email = sanitizeInput($row['watcher_email']);
// Queue Mail
$data[] = [
'from' => $config_ticket_from_email,
'from_name' => $config_ticket_from_name,
'recipient' => $watcher_email,
'recipient_name' => $watcher_email,
'subject' => $subject,
'body' => $body
];
}
addToMailQueue($mysqli, $data);
} }
addToMailQueue($mysqli, $data);
} }
} //End Mail IF
//End Mail IF
// Notification for assigned ticket user // Notification for assigned ticket user
if ($session_user_id != $ticket_assigned_to && $ticket_assigned_to != 0) { if ($session_user_id != $ticket_assigned_to && $ticket_assigned_to != 0) {
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '$session_name updated Ticket $ticket_prefix$ticket_number - Subject: $ticket_subject that is assigned to you', notification_action = 'ticket.php?ticket_id=$ticket_id', notification_client_id = $client_id, notification_user_id = $ticket_assigned_to");
}
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '$session_name updated Ticket $ticket_prefix$ticket_number - Subject: $ticket_subject that is assigned to you', notification_action = 'ticket.php?ticket_id=$ticket_id', notification_client_id = $client_id, notification_user_id = $ticket_assigned_to"); // Notification for user that opened the ticket
} if ($session_user_id != $ticket_created_by && $ticket_created_by != 0) {
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '$session_name updated Ticket $ticket_prefix$ticket_number - Subject: $ticket_subject that you opened', notification_action = 'ticket.php?ticket_id=$ticket_id', notification_client_id = $client_id, notification_user_id = $ticket_created_by");
}
// Notification for user that opened the ticket // Custom action/notif handler
if ($session_user_id != $ticket_created_by && $ticket_created_by != 0) { if ($ticket_reply_type == 'Internal') {
customAction('ticket_reply_agent_internal', $ticket_id);
} else {
customAction('reply_reply_agent_public', $ticket_id);
}
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '$session_name updated Ticket $ticket_prefix$ticket_number - Subject: $ticket_subject that you opened', notification_action = 'ticket.php?ticket_id=$ticket_id', notification_client_id = $client_id, notification_user_id = $ticket_created_by"); $_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> has been updated with your reply and was <strong>$ticket_reply_type</strong>";
}
// Custom action/notif handler
if ($ticket_reply_type == 'Internal') {
customAction('ticket_reply_agent_internal', $ticket_id);
} else { } else {
customAction('reply_reply_agent_public', $ticket_id); $_SESSION['alert_message'] = "Ticket updated";
} }
// Logging // Logging
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket Reply', log_action = 'Create', log_description = '$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_client_id = $client_id, log_user_id = $session_user_id, log_entity_id = $ticket_reply_id"); mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket Reply', log_action = 'Create', log_description = '$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_client_id = $client_id, log_user_id = $session_user_id, log_entity_id = $ticket_reply_id");
$_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> has been updated with your reply and was <strong>$ticket_reply_type</strong>";
header("Location: " . $_SERVER["HTTP_REFERER"]); header("Location: " . $_SERVER["HTTP_REFERER"]);
} }

8
ticket.php
View File

@ -876,6 +876,14 @@ if (isset($_GET['ticket_id'])) {
<?php } ?> <?php } ?>
</div> </div>
<?php } else { ?>
<div class="card card-body mb-3">
<h5 class="text-secondary">Contact</h5>
<div>
<i class="fa fa-fw fa-user text-secondary mr-2"></i><a href="#" data-toggle="modal" data-target="#editTicketContactModal<?php echo $ticket_id; ?>"><i>No One</i>
</a>
</div>
</div>
<?php } ?> <?php } ?>
<!-- End contact card --> <!-- End contact card -->