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Fix ticket creation emails always saying Open, API tickets staying New when assigned, and the bulk assignee list filter

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This commit is contained in:
johnnyq
2026-09-03 17:18:32 -04:00
parent 98f8de68ae
commit 3acb1ad754
5 changed files with 15 additions and 7 deletions
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4
agent/modals/client/client_bulk_add_ticket.php
View File

@@ -86,12 +86,12 @@ ob_start();
$sql = mysqli_query(
$mysqli,
"SELECT user_id, user_name FROM users
WHERE user_role_id > 1 AND user_status = 1 AND user_archived_at IS NULL ORDER BY user_name ASC"
WHERE user_type = 1 AND user_status = 1 AND user_archived_at IS NULL ORDER BY user_name ASC"
);
while ($row = mysqli_fetch_assoc($sql)) {
$user_id = intval($row['user_id']);
$user_name = escapeHtml($row['user_name']); ?>
<option value="<?= $user_id ?>"><?= $user_name ?></option>
<option <?php if ($session_user_id == $user_id) { echo "selected"; } ?> value="<?= $user_id ?>"><?= $user_name ?></option>
<?php } ?>
</select>
</div>

6
agent/post/recurring_ticket.php
View File

@@ -192,7 +192,8 @@ if (isset($_POST['bulk_force_recurring_tickets'])) {
$email_subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject (scheduled)";
// SLA response commitment for this client + priority, empty when no SLA applies
$sla_notice = escapeSql(getTicketSlaEmailNotice($id, $company_phone));
$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$ticket_status_name = escapeSql(getTicketStatusName($ticket_status));
$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$email = [
'from' => $config_ticket_from_email,
@@ -341,7 +342,8 @@ if (isset($_GET['force_recurring_ticket'])) {
$email_subject = "Ticket created - [$ticket_prefix$ticket_number] - $ticket_subject (scheduled)";
// SLA response commitment for this client + priority, empty when no SLA applies
$sla_notice = escapeSql(getTicketSlaEmailNotice($id, $company_phone));
$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$ticket_status_name = escapeSql(getTicketStatusName($ticket_status));
$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$email = [
'from' => $config_ticket_from_email,

2
agent/post/ticket.php
View File

@@ -142,7 +142,7 @@ if (isset($_POST['add_ticket'])) {
$subject = "Ticket Created [$ticket_prefix$ticket_number] - $ticket_subject";
// SLA response commitment for this client + priority, empty when no SLA applies
$sla_notice = escapeSql(getTicketSlaEmailNotice($ticket_id, $company_phone));
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a>$sla_notice<br><br>--<br>$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 $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<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/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a>$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
// Verify contact email is valid
if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {

7
api/v1/tickets/create.php
View File

@@ -32,6 +32,11 @@ if (!empty($subject)) {
$contact = intval($row['contact_id']);
}
$ticket_status = 1; // Default
if ($assigned_to > 0) {
$ticket_status = 2; // Set to open if we've auto-assigned an agent
}
// Atomically increment and get the new ticket number
mysqli_query($mysqli, "
UPDATE settings
@@ -45,7 +50,7 @@ if (!empty($subject)) {
// Insert ticket
$url_key = randomString(32);
$insert_sql = mysqli_query($mysqli,"INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_source = 'API', ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 1, ticket_billable = $billable, ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_vendor_id = $vendor_id, ticket_created_by = 0, ticket_assigned_to = $assigned_to, ticket_contact_id = $contact, ticket_asset_id = $asset, ticket_url_key = '$url_key', ticket_client_id = $client_id");
$insert_sql = mysqli_query($mysqli,"INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_source = 'API', ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = $ticket_status, ticket_billable = $billable, ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_vendor_id = $vendor_id, ticket_created_by = 0, ticket_assigned_to = $assigned_to, ticket_contact_id = $contact, ticket_asset_id = $asset, ticket_url_key = '$url_key', ticket_client_id = $client_id");
// Check insert & get insert ID
if ($insert_sql) {

3
cron/nightly_tasks.php
View File

@@ -443,7 +443,8 @@ if (mysqli_num_rows($sql_recurring_tickets) > 0) {
$email_subject = "Ticket created - [$ticket_prefix$ticket_number] - $ticket_subject (scheduled)";
// SLA response commitment for this client + priority, empty when no SLA applies
$sla_notice = escapeSql(getTicketSlaEmailNotice($id, $company_phone));
$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$ticket_status_name = escapeSql(getTicketStatusName($ticket_status));
$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$email = [
'from' => $config_ticket_from_email,