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Implement ticket first response date/time tracking

This commit is contained in:
wrongecho 2025-08-06 10:38:52 +01:00
parent e24ec04a75
commit 2d72a6fd12
2 changed files with 38 additions and 3 deletions
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33
user/post/ticket.php
View File

@ -1037,13 +1037,17 @@ if (isset($_POST['bulk_merge_tickets'])) {
$ticket_subject = sanitizeInput($row['ticket_subject']);
$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
$current_ticket_priority = sanitizeInput($row['ticket_priority']);
$ticket_first_response_at = sanitizeInput($row['ticket_first_response_at']);
$client_id = intval($row['ticket_client_id']);
// Update current ticket
if (empty($ticket_first_response_at)) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
}
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number bulk merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_resolved_at = NOW(), ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
//Update new parent ticket
// Update new parent ticket
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was bulk merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
logAction("Ticket", "Merged", "$session_name Merged ticket $ticket_prefix$ticket_number into $ticket_prefix$merge_into_ticket_number", $client_id, $ticket_id);
@ -1104,8 +1108,14 @@ if (isset($_POST['bulk_resolve_tickets'])) {
$ticket_subject = sanitizeInput($row['ticket_subject']);
$current_ticket_priority = sanitizeInput($row['ticket_priority']);
$url_key = sanitizeInput($row['ticket_url_key']);
$ticket_first_response_at = sanitizeInput($row['ticket_first_response_at']);
$client_id = intval($row['ticket_client_id']);
if (empty($ticket_first_response_at)) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
}
// Update ticket & insert reply
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
@ -1227,8 +1237,14 @@ if (isset($_POST['bulk_ticket_reply'])) {
$ticket_subject = sanitizeInput($row['ticket_subject']);
$current_ticket_priority = sanitizeInput($row['ticket_priority']);
$url_key = sanitizeInput($row['ticket_url_key']);
$ticket_first_response_at = sanitizeInput($row['ticket_first_response_at']);
$client_id = intval($row['ticket_client_id']);
// Mark FR time if required
if (empty($ticket_first_response_at)) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
}
// Add reply
mysqli_query($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 = $ticket_id");
@ -1557,7 +1573,7 @@ if (isset($_POST['add_ticket_reply'])) {
$ticket_reply_id = mysqli_insert_id($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
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_status_name, ticket_url_key, ticket_first_response_at, ticket_created_by, ticket_assigned_to, ticket_client_id
FROM tickets
LEFT JOIN clients ON ticket_client_id = client_id
LEFT JOIN contacts ON ticket_contact_id = contact_id
@ -1575,9 +1591,10 @@ if (isset($_POST['add_ticket_reply'])) {
$ticket_status = intval($row['ticket_status']);
$ticket_status_name = sanitizeInput($row['ticket_status_name']);
$url_key = sanitizeInput($row['ticket_url_key']);
$client_id = intval($row['ticket_client_id']);
$ticket_first_response_at = sanitizeInput($row['ticket_first_response_at']);
$ticket_created_by = intval($row['ticket_created_by']);
$ticket_assigned_to = intval($row['ticket_assigned_to']);
$client_id = intval($row['ticket_client_id']);
// Sanitize Config vars from get_settings.php
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
@ -1651,6 +1668,11 @@ if (isset($_POST['add_ticket_reply'])) {
mysqli_query($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 = $ticket_created_by");
}
// Handle first response
if (empty($ticket_first_response_at) && $ticket_reply_type == 'Public') {
mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
}
// Custom action/notif handler
if ($ticket_reply_type == 'Internal') {
customAction('ticket_reply_agent_internal', $ticket_id);
@ -1748,6 +1770,7 @@ if (isset($_POST['merge_ticket'])) {
$ticket_number = intval($row['ticket_number']);
$ticket_subject = sanitizeInput($row['ticket_subject']);
$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
$ticket_first_response_at = sanitizeInput($row['ticket_first_response_at']);
// NEW PARENT ticket details
// Get merge into ticket id (as it may differ from the number)
@ -1771,6 +1794,10 @@ if (isset($_POST['merge_ticket'])) {
}
// Update current ticket
if (empty($ticket_first_response_at)) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
}
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_resolved_at = NOW(), ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));

8
user/ticket.php
View File

@ -103,6 +103,7 @@ if (isset($_GET['ticket_id'])) {
$ticket_date = date('Y-m-d', strtotime($ticket_created_at));
$ticket_updated_at = nullable_htmlentities($row['ticket_updated_at']);
$ticket_updated_at_ago = timeAgo($row['ticket_updated_at']);
$ticket_first_response_at = nullable_htmlentities($row['ticket_first_response_at']);
$ticket_resolved_at = nullable_htmlentities($row['ticket_resolved_at']);
$ticket_resolved_at_ago = timeAgo($row['ticket_resolved_at']);
$ticket_resolved_date = date('Y-m-d', strtotime($ticket_resolved_at));
@ -881,6 +882,13 @@ if (isset($_GET['ticket_id'])) {
</div>
<?php } ?>
<!-- First response (for SLA) -->
<?php if ($ticket_first_response_at) { ?>
<div title="First Response: <?php echo $ticket_created_at; ?>">
<i class="fa fa-fw fa-user-clock text-secondary mr-2"></i><strong>FR: </strong><?php echo "$ticket_first_response_at"; ?>
</div>
<?php } ?>
<!-- Time tracking -->
<?php if ($ticket_total_reply_time) { ?>
<div class="mt-1">