From 563c0ea9c4d6514b27bd1559484ff139d18b7471 Mon Sep 17 00:00:00 2001 From: cs2000 Date: Thu, 5 Feb 2026 09:38:09 +0000 Subject: [PATCH] Changes for M365 oAuth using dev code My bad, my changes were made previously using my installed version and not the latest changes in the dev branch, i have pulled the dev branch and merged my changes with the latest codebase. --- agent/post/ticket.php | 5302 ++++++++++++++++++++--------------------- 1 file changed, 2651 insertions(+), 2651 deletions(-) diff --git a/agent/post/ticket.php b/agent/post/ticket.php index 6aa3ac36..fdd2f45d 100644 --- a/agent/post/ticket.php +++ b/agent/post/ticket.php @@ -1,2651 +1,2651 @@ - - if ($d !== false) { - $due = "'" . $d->format('Y-m-d H:i:s') . "'"; // wrap in quotes for SQL - } else { - $due = 'NULL'; // fallback if invalid - } - } - - // Add the primary contact as the ticket contact if "Use primary contact" is checked - if ($use_primary_contact == 1) { - $sql = mysqli_query($mysqli, "SELECT contact_id FROM contacts WHERE contact_client_id = $client_id AND contact_primary = 1"); - $row = mysqli_fetch_assoc($sql); - $contact = intval($row['contact_id']); - } - - // Atomically increment and get the new ticket number - mysqli_query($mysqli, " - UPDATE settings - SET - config_ticket_next_number = LAST_INSERT_ID(config_ticket_next_number), - config_ticket_next_number = config_ticket_next_number + 1 - WHERE company_id = 1 - "); - - $ticket_number = mysqli_insert_id($mysqli); - - // Sanitize Config Vars from get_settings.php and Session Vars from check_login.php - $config_ticket_prefix = sanitizeInput($config_ticket_prefix); - $config_ticket_from_name = sanitizeInput($config_ticket_from_name); - $config_ticket_from_email = sanitizeInput($config_ticket_from_email); - $config_base_url = sanitizeInput($config_base_url); - - //Generate a unique URL key for clients to access - $url_key = randomString(32); - - mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_source = 'Agent', ticket_category = $category_id, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_billable = '$billable', ticket_status = '$ticket_status', ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_created_by = $session_user_id, ticket_assigned_to = $assigned_to, ticket_contact_id = $contact, ticket_url_key = '$url_key', ticket_due_at = $due, ticket_client_id = $client_id, ticket_invoice_id = 0, ticket_project_id = $project_id"); - - $ticket_id = mysqli_insert_id($mysqli); - - // Add Tasks from Template if Template was selected - if($ticket_template_id) { - // Get Associated Tasks from the ticket template - $sql_task_templates = mysqli_query($mysqli, "SELECT * FROM task_templates WHERE task_template_ticket_template_id = $ticket_template_id"); - - if (mysqli_num_rows($sql_task_templates) > 0) { - while ($row = mysqli_fetch_assoc($sql_task_templates)) { - $task_order = intval($row['task_template_order']); - $task_name = sanitizeInput($row['task_template_name']); - $task_completion_estimate = intval($row['task_template_completion_estimate']); - - mysqli_query($mysqli,"INSERT INTO tasks SET task_name = '$task_name', task_order = $task_order, task_completion_estimate = $task_completion_estimate, task_ticket_id = $ticket_id"); - } - } - } - - // Add Watchers - if (isset($_POST['watchers'])) { - foreach ($_POST['watchers'] as $watcher) { - $watcher_email = sanitizeInput($watcher); - mysqli_query($mysqli, "INSERT INTO ticket_watchers SET watcher_email = '$watcher_email', watcher_ticket_id = $ticket_id"); - } - } - - // Add Additional Assets - if (isset($_POST['additional_assets'])) { - foreach ($_POST['additional_assets'] as $additional_asset) { - $additional_asset_id = intval($additional_asset); - mysqli_query($mysqli, "INSERT INTO ticket_assets SET ticket_id = $ticket_id, asset_id = $additional_asset_id"); - } - } - - // E-mail client - if (!empty($config_smtp_host) && $config_ticket_client_general_notifications == 1) { - - // 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, 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 - WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - - $contact_name = sanitizeInput($row['contact_name']); - $contact_email = sanitizeInput($row['contact_email']); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_category = sanitizeInput($row['ticket_category']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']); - $ticket_priority = sanitizeInput($row['ticket_priority']); - $ticket_status = sanitizeInput($row['ticket_status']); - $ticket_status_name = sanitizeInput(getTicketStatusName($row['ticket_status'])); - $client_id = intval($row['ticket_client_id']); - $ticket_created_by = intval($row['ticket_created_by']); - $ticket_assigned_to = intval($row['ticket_assigned_to']); - - // Get Company Phone Number - $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); - $row = mysqli_fetch_assoc($sql); - $company_name = sanitizeInput($row['company_name']); - $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); - - // EMAILING - - $subject = "Ticket Created [$ticket_prefix$ticket_number] - $ticket_subject"; - $body = "##- Please type your reply above this line -##

Hello $contact_name,

A ticket regarding \"$ticket_subject\" has been created for you.

--------------------------------
$ticket_details--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: Open
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; - - // Verify contact email is valid - if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { - - - // Email Ticket Contact - // Queue Mail - $data = []; - - $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 .= "

----------------------------------------
YOU HAVE BEEN ADDED AS A COLLABORATOR FOR THIS TICKET"; - while ($row = mysqli_fetch_assoc($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' => $body - ]; - } - addToMailQueue($data); - - // END EMAILING - - } - - // Custom action/notif handler - customAction('ticket_create', $ticket_id); - - logAction("Ticket", "Create", "$session_name created ticket $config_ticket_prefix$ticket_number - $ticket_subject", $client_id, $ticket_id); - - flash_alert("Ticket $config_ticket_prefix$ticket_number created"); - - redirect("ticket.php?client_id=$client_id&ticket_id=$ticket_id"); - -} - -if (isset($_POST['edit_ticket'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_POST['ticket_id']); - $contact_id = intval($_POST['contact']); - $assigned_to = intval($_POST['assigned_to']); - $notify = intval($_POST['contact_notify'] ?? 0); - $category_id = intval($_POST['category']); - $ticket_subject = sanitizeInput($_POST['subject']); - $billable = intval($_POST['billable'] ?? 0); - $ticket_priority = sanitizeInput($_POST['priority']); - $details = mysqli_real_escape_string($mysqli, $_POST['details']); - $vendor_ticket_number = sanitizeInput($_POST['vendor_ticket_number']); - $vendor_id = intval($_POST['vendor']); - $asset_id = intval($_POST['asset']); - $location_id = intval($_POST['location']); - $project_id = intval($_POST['project']); - // Validate/clean due field - $dueInput = $_POST['due'] ?? null; - if ($dueInput === null || trim($dueInput) === '') { - $due = 'NULL'; // prepare as SQL-safe string - } else { - $d = DateTime::createFromFormat('Y-m-d\TH:i', $dueInput); // for - if ($d !== false) { - $due = "'" . $d->format('Y-m-d H:i:s') . "'"; // wrap in quotes for SQL - } else { - $due = 'NULL'; // fallback if invalid - } - } - - mysqli_query($mysqli, "UPDATE tickets SET ticket_category = $category_id, ticket_subject = '$ticket_subject', ticket_priority = '$ticket_priority', ticket_billable = $billable, ticket_details = '$details', ticket_due_at = $due, ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_contact_id = $contact_id, ticket_assigned_to = $assigned_to, ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_project_id = $project_id WHERE ticket_id = $ticket_id"); - - // Add Additional Assets - if (isset($_POST['additional_assets'])) { - mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id"); - foreach ($_POST['additional_assets'] as $additional_asset) { - $additional_asset_id = intval($additional_asset); - mysqli_query($mysqli, "INSERT INTO ticket_assets SET ticket_id = $ticket_id, asset_id = $additional_asset_id"); - } - } else { - // If no additional assets are provided, delete them all - // This handles cases where the assets input might be cleared or not set at all. - mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id"); - } - - // Get contact/ticket details after update for logging / email purposes - $sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_category, ticket_details, ticket_status_name, ticket_created_by, ticket_assigned_to, ticket_url_key, ticket_client_id FROM tickets - LEFT JOIN clients ON ticket_client_id = client_id - LEFT JOIN contacts ON ticket_contact_id = contact_id - LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id - WHERE ticket_id = $ticket_id - AND ticket_closed_at IS NULL"); - $row = mysqli_fetch_assoc($sql); - - $contact_name = sanitizeInput($row['contact_name']); - $contact_email = sanitizeInput($row['contact_email']); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_category = sanitizeInput($row['ticket_category']); - $ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']); - $ticket_status = sanitizeInput($row['ticket_status_name']); - $ticket_created_by = intval($row['ticket_created_by']); - $ticket_assigned_to = intval($row['ticket_assigned_to']); - $url_key = sanitizeInput($row['ticket_url_key']); - $client_id = intval($row['ticket_client_id']); - - // Notify new contact if selected - if ($notify && !empty($config_smtp_host)) { - - // Get Company Name Phone Number and Sanitize for Email Sending - $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); - $row = mysqli_fetch_assoc($sql); - $company_name = sanitizeInput($row['company_name']); - $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); - - // Email content - $data = []; // Queue array - - $subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject"; - $body = "##- Please type your reply above this line -##

Hello $contact_name,

A ticket regarding \"$ticket_subject\" has been created for you.

--------------------------------
$ticket_details--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; - - - // Only add contact to email queue if email is valid - if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { - $data[] = [ - 'from' => $config_ticket_from_email, - 'from_name' => $config_ticket_from_name, - 'recipient' => $contact_email, - 'recipient_name' => $contact_name, - 'subject' => $subject, - 'body' => $body - ]; - } - - addToMailQueue($data); - } - - // Custom action/notif handler - customAction('ticket_update', $ticket_id); - - logAction("Ticket", "Edit", "$session_name edited ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); - - flash_alert("Ticket $ticket_prefix$ticket_number updated"); - - redirect(); - -} - -if (isset($_POST['edit_ticket_priority'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_POST['ticket_id']); - $priority = sanitizeInput($_POST['priority']); - $client_id = intval($_POST['client_id']); - - // Get ticket details before updating - $sql = mysqli_query($mysqli, "SELECT - ticket_prefix, ticket_number, ticket_priority, ticket_status_name, ticket_client_id - FROM tickets - LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id - WHERE ticket_id = $ticket_id" - ); - $row = mysqli_fetch_assoc($sql); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $original_priority = sanitizeInput($row['ticket_priority']); - $ticket_status = sanitizeInput($row['ticket_status_name']); - $client_id = intval($row['ticket_client_id']); - - mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id"); - - // Update Ticket History - mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status', ticket_history_description = '$session_name changed priority from $original_priority to $priority', ticket_history_ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name changed priority from $original_priority to $priority for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); - - customAction('ticket_update', $ticket_id); - - flash_alert("Priority updated from $original_priority to $priority"); - - redirect(); - -} - -if (isset($_POST['edit_ticket_contact'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_POST['ticket_id']); - $contact_id = intval($_POST['contact']); - $notify = intval($_POST['contact_notify']) ?? 0; - - // Get Original contact, and ticket details - $sql = mysqli_query($mysqli, "SELECT - contact_name, ticket_prefix, ticket_number, ticket_status_name, ticket_subject, ticket_details, ticket_url_key, ticket_client_id - FROM tickets - LEFT JOIN contacts ON ticket_contact_id = contact_id - LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id - WHERE ticket_id = $ticket_id" - ); - $row = mysqli_fetch_assoc($sql); - - // Original contact - $original_contact_name = !empty($row['contact_name']) ? sanitizeInput($row['contact_name']) : 'No one'; - - // Ticket details - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_status = sanitizeInput($row['ticket_status_name']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']); - $url_key = sanitizeInput($row['ticket_url_key']); - $client_id = intval($row['ticket_client_id']); - - // Update the contact - mysqli_query($mysqli, "UPDATE tickets SET ticket_contact_id = $contact_id WHERE ticket_id = $ticket_id"); - - // Get New contact details - $sql = mysqli_query($mysqli, "SELECT contact_name, contact_email FROM contacts WHERE contact_id = $contact_id"); - $row = mysqli_fetch_assoc($sql); - - $contact_name = !empty($row['contact_name']) ? sanitizeInput($row['contact_name']) : 'No one'; - $contact_email = sanitizeInput($row['contact_email']); - - // Notify new contact (if selected, valid & configured) - if ($notify && filter_var($contact_email, FILTER_VALIDATE_EMAIL) && !empty($config_smtp_host)) { - - // Get Company Phone Number - $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); - $row = mysqli_fetch_assoc($sql); - $company_name = sanitizeInput($row['company_name']); - $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); - - $config_ticket_from_email = sanitizeInput($config_ticket_from_email); - $config_ticket_from_name = sanitizeInput($config_ticket_from_name); - - // Email content - $data = []; // Queue array - - $subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject"; - $body = "##- Please type your reply above this line -##

Hello $contact_name,

A ticket regarding \"$ticket_subject\" has been created for you.

--------------------------------
$ticket_details--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; - - $data[] = [ - 'from' => $config_ticket_from_email, - 'from_name' => $config_ticket_from_name, - 'recipient' => $contact_email, - 'recipient_name' => $contact_name, - 'subject' => $subject, - 'body' => $body - ]; - - addToMailQueue($data); - } - - // Custom action/notif handler - customAction('ticket_update', $ticket_id); - - // Update Ticket History - mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status', ticket_history_description = '$session_name changed the contact from $original_contact_name to $contact_name', ticket_history_ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name changed the contact from $original_contact_name to $contact_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); - - flash_alert("Contact changed from $original_contact_name to $contact_name"); - - redirect(); - -} - -if (isset($_POST['edit_ticket_project'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_POST['ticket_id']); - $project_id = intval($_POST['project']); - - $project_name = sanitizeInput(getFieldById('projects', $project_id, 'project_name')); - $client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id')); - $ticket_prefix = sanitizeInput(getFieldById('tickets', $ticket_id, 'ticket_prefix')); - $ticket_number = sanitizeInput(getFieldById('tickets', $ticket_id, 'ticket_number')); - - mysqli_query($mysqli, "UPDATE tickets SET ticket_project_id = $project_id WHERE ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name set ticket $ticket_prefix$ticket_number project to $project_name", $client_id, $ticket_id); - - flash_alert("Project changed to $project_name for Ticket $ticket_prefix$ticket_number"); - - redirect(); - -} - -if (isset($_POST['add_ticket_watcher'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_POST['ticket_id']); - $watcher_emails = preg_split("/,| |;/", $_POST['watcher_email']); // Split on comma, semicolon or space, we sanitize later - $notify = intval($_POST['watcher_notify'] ?? 0); - - // Get contact/ticket details - $sql = mysqli_query($mysqli, "SELECT 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 contacts ON ticket_contact_id = contact_id - LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id - WHERE ticket_id = $ticket_id - AND ticket_closed_at IS NULL"); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_category = sanitizeInput($row['ticket_category']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']); - $ticket_priority = sanitizeInput($row['ticket_priority']); - $ticket_status = sanitizeInput($row['ticket_status_name']); - $url_key = sanitizeInput($row['ticket_url_key']); - $client_id = intval($row['ticket_client_id']); - $ticket_created_by = intval($row['ticket_created_by']); - $ticket_assigned_to = intval($row['ticket_assigned_to']); - - // Get Company Phone Number - $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); - $row = mysqli_fetch_assoc($sql); - $company_name = sanitizeInput($row['company_name']); - $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); - - // Process each watcher in list - foreach ($watcher_emails as $watcher_email) { - - if (filter_var($watcher_email, FILTER_VALIDATE_EMAIL)) { - - $watcher_email = sanitizeInput($watcher_email); - - mysqli_query($mysqli, "INSERT INTO ticket_watchers SET watcher_email = '$watcher_email', watcher_ticket_id = $ticket_id"); - - // Notify watcher - if ($notify && !empty($config_smtp_host)) { - - - - // Email content - $data = []; // Queue array - - $subject = "Ticket Notification - [$ticket_prefix$ticket_number] - $ticket_subject"; - $body = "##- Please type your reply above this line -##

Hello,

You have been added as a collaborator on this ticket regarding \"$ticket_subject\".

--------------------------------
$ticket_details--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status
Guest link: https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key

--
$company_name - Support
$config_ticket_from_email
$company_phone"; - - $data[] = [ - 'from' => $config_ticket_from_email, - 'from_name' => $config_ticket_from_name, - 'recipient' => $watcher_email, - 'recipient_name' => $watcher_email, - 'subject' => $subject, - 'body' => $body - ]; - - addToMailQueue($data); - } - - logAction("Ticket", "Edit", "$session_name added $watcher_email as a watcher for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); - } - - } - - flash_alert("Added watcher(s)"); - - redirect(); - -} - -if (isset($_GET['delete_ticket_watcher'])) { - - enforceUserPermission('module_support', 2); - - $watcher_id = intval($_GET['delete_ticket_watcher']); - - // Get ticket / watcher details for logging - $sql = mysqli_query($mysqli, "SELECT watcher_email, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id, ticket_id FROM ticket_watchers - LEFT JOIN tickets ON watcher_ticket_id = ticket_id - LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id - WHERE watcher_id = $watcher_id" - ); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_status_name = sanitizeInput($row['ticket_status_name']); - $watcher_email = sanitizeInput($row['watcher_email']); - $client_id = intval($row['ticket_client_id']); - $ticket_id = intval($row['ticket_id']); - - mysqli_query($mysqli, "DELETE FROM ticket_watchers WHERE watcher_id = $watcher_id"); - - // History - mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status_name', ticket_history_description = '$session_name removed ticket $watcher_email as a watcher', ticket_history_ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name removed $watcher_email as a watcher for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); - - flash_alert("Removed ticket watcher $watcher_email", 'error'); - - redirect(); - -} - -if (isset($_GET['delete_ticket_additional_asset'])) { - - enforceUserPermission('module_support', 2); - - $asset_id = intval($_GET['delete_ticket_additional_asset']); - $ticket_id = intval($_GET['ticket_id']); - - // Get ticket / asset details for logging - $sql = mysqli_query($mysqli, "SELECT asset_name, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id FROM assets - JOIN tickets ON ticket_id = $ticket_id - JOIN ticket_statuses ON ticket_status = ticket_status_id - WHERE asset_id = $asset_id" - ); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_status_name = sanitizeInput($row['ticket_status_name']); - $asset_name = sanitizeInput($row['asset_name']); - $client_id = intval($row['ticket_client_id']); - - mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id AND asset_id = $asset_id"); - - // History - mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status_name', ticket_history_description = '$session_name removed additional asset $asset_name', ticket_history_ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name removed asset $asset_name from ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); - - flash_alert("Removed asset $asset_name from ticket.", 'error'); - - redirect(); - -} - -if (isset($_POST['edit_ticket_asset'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_POST['ticket_id']); - $asset_id = intval($_POST['asset']); - - mysqli_query($mysqli, "UPDATE tickets SET ticket_asset_id = $asset_id WHERE ticket_id = $ticket_id"); - - // Add Additional Assets - if (isset($_POST['additional_assets'])) { - mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id"); - foreach ($_POST['additional_assets'] as $additional_asset) { - $additional_asset_id = intval($additional_asset); - mysqli_query($mysqli, "INSERT INTO ticket_assets SET ticket_id = $ticket_id, asset_id = $additional_asset_id"); - } - } else { - // If no additional assets are provided, delete them all - // This handles cases where the assets input might be cleared or not set at all. - mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id"); - } - - // Get ticket / asset details for logging - $sql = mysqli_query($mysqli, "SELECT asset_name, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id FROM assets - LEFT JOIN tickets ON ticket_asset_id = asset_id - LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id - WHERE ticket_id = $ticket_id" - ); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_status_name = sanitizeInput($row['ticket_status_name']); - $asset_name = sanitizeInput($row['asset_name']); - $client_id = intval($row['ticket_client_id']); - - logAction("Ticket", "Edit", "$session_name changed asset to $asset_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); - - flash_alert("Ticket $ticket_prefix$ticket_number asset updated to $asset_name"); - - redirect(); - -} - -if (isset($_POST['edit_ticket_vendor'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_POST['ticket_id']); - $vendor_id = intval($_POST['vendor']); - - mysqli_query($mysqli, "UPDATE tickets SET ticket_vendor_id = $vendor_id WHERE ticket_id = $ticket_id"); - - // Get ticket / vendor details for logging - $sql = mysqli_query($mysqli, "SELECT vendor_name, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id FROM vendors - LEFT JOIN tickets ON ticket_vendor_id = $vendor_id - LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id - WHERE ticket_id = $ticket_id" - ); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_status_name = sanitizeInput($row['ticket_status_name']); - $vendor_name = sanitizeInput($row['vendor_name']); - $client_id = intval($row['ticket_client_id']); - - logAction("Ticket", "Edit", "$session_name set vendor to $vendor_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); - - flash_alert("Set vendor to $vendor_name for ticket $ticket_prefix$ticket_number"); - - redirect(); - -} - -if (isset($_POST['assign_ticket'])) { - - enforceUserPermission('module_support', 2); - - // POST variables - $ticket_id = intval($_POST['ticket_id']); - $assigned_to = intval($_POST['assigned_to']); - $ticket_status = intval($_POST['ticket_status']); - - // New > Open as assigned - if ($ticket_status == 1 && $assigned_to !== 0) { - $ticket_status = 2; - } - - // Allow for un-assigning tickets - if ($assigned_to == 0) { - $ticket_reply = "Ticket unassigned."; - $agent_name = "No One"; - } else { - // Get & verify assigned agent details - $agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users WHERE users.user_id = $assigned_to"); - $agent_details = mysqli_fetch_assoc($agent_details_sql); - - $agent_name = sanitizeInput($agent_details['user_name']); - $agent_email = sanitizeInput($agent_details['user_email']); - $ticket_reply = "Ticket re-assigned to $agent_name."; - - if (!$agent_name) { - flash_alert("Invalid agent!", 'error'); - redirect(); - } - } - - // Get & verify ticket details - $ticket_details_sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_client_id, client_name FROM tickets LEFT JOIN clients ON ticket_client_id = client_id WHERE ticket_id = '$ticket_id' AND ticket_status != 5"); - $ticket_details = mysqli_fetch_assoc($ticket_details_sql); - - $ticket_prefix = sanitizeInput($ticket_details['ticket_prefix']); - $ticket_number = intval($ticket_details['ticket_number']); - $ticket_subject = sanitizeInput($ticket_details['ticket_subject']); - $client_id = intval($ticket_details['ticket_client_id']); - $client_name = sanitizeInput($ticket_details['client_name']); - - if (!$ticket_subject) { - flash_alert("Invalid ticket!", 'error'); - redirect(); - } - - if ($client_id) { - $client_uri = "&client_id=$client_id"; - } else { - $client_uri = ''; - } - - // Update ticket & insert reply - mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assigned_to, ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id"); - - mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name reassigned $ticket_prefix$ticket_number to $agent_name", $client_id, $ticket_id); - - - // Notification - if ($session_user_id != $assigned_to && $assigned_to != 0) { - - // App Notification - mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = 'Ticket $ticket_prefix$ticket_number - Subject: $ticket_subject has been assigned to you by $session_name', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', notification_client_id = $client_id, notification_user_id = $assigned_to"); - - // Email Notification - if (!empty($config_smtp_host)) { - - // Sanitize Config vars from get_settings.php - $config_ticket_from_name = sanitizeInput($config_ticket_from_name); - $config_ticket_from_email = sanitizeInput($config_ticket_from_email); - $company_name = sanitizeInput($session_company_name); - - $subject = "$config_app_name - Ticket $ticket_prefix$ticket_number assigned to you - $ticket_subject"; - $body = "Hi $agent_name,

A ticket has been assigned to you!

Client: $client_name
Ticket Number: $ticket_prefix$ticket_number
Subject: $ticket_subject

https://$config_base_url/agent/ticket.php?ticket_id=$ticket_id$client_uri

Thanks,
$session_name
$company_name"; - - // Email Ticket Agent - // Queue Mail - $data = [ - [ - 'from' => $config_ticket_from_email, - 'from_name' => $config_ticket_from_name, - 'recipient' => $agent_email, - 'recipient_name' => $agent_name, - 'subject' => $subject, - 'body' => $body, - ] - ]; - addToMailQueue($data); - } - } - - customAction('ticket_assign', $ticket_id); - - flash_alert("Ticket $ticket_prefix$ticket_number assigned to $agent_name"); - - redirect(); - -} - -if (isset($_GET['delete_ticket'])) { - - validateCSRFToken($_GET['csrf_token']); - - enforceUserPermission('module_support', 3); - - $ticket_id = intval($_GET['delete_ticket']); - - // Get Ticket and Client ID for logging and alert message - $sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_closed_at, ticket_client_id FROM tickets WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = sanitizeInput($row['ticket_number']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $ticket_status = sanitizeInput($row['ticket_status']); - $ticket_closed_at = sanitizeInput($row['ticket_closed_at']); - $client_id = intval($row['ticket_client_id']); - - if (empty($ticket_closed_at)) { - mysqli_query($mysqli, "DELETE FROM tickets WHERE ticket_id = $ticket_id"); - - // Delete all ticket replies - mysqli_query($mysqli, "DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id"); - - // Delete all ticket views - mysqli_query($mysqli, "DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id"); - - // Delete ticket watchers - mysqli_query($mysqli, "DELETE FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id"); - - // Delete Ticket Attachements - mysqli_query($mysqli, "DELETE FROM ticket_attachments WHERE ticket_attachment_ticket_id = $ticket_id"); - removeDirectory("../uploads/tickets/$ticket_id"); - - // No Need to delete ticket assets as this is cascadely deleted via the database. - - logAction("Ticket", "Delete", "$session_name deleted $ticket_prefix$ticket_number along with all replies", $client_id); - - flash_alert("Ticket $ticket_prefix$ticket_number along with all replies deleted", 'error'); - - customAction('ticket_delete', $ticket_id); - - redirect("tickets.php"); - } - -} - -if (isset($_POST['bulk_delete_tickets'])) { - - validateCSRFToken($_POST['csrf_token']); - - enforceUserPermission('module_support', 3); - - if (isset($_POST['ticket_ids'])) { - - $count = count($_POST['ticket_ids']); - - // Cycle through array and delete each recurring scheduled ticket - foreach ($_POST['ticket_ids'] as $ticket_id) { - - $ticket_id = intval($ticket_id); - mysqli_query($mysqli, "DELETE FROM tickets WHERE ticket_id = $ticket_id"); - - // Delete all ticket replies - mysqli_query($mysqli, "DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id"); - - // Delete all ticket views - mysqli_query($mysqli, "DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id"); - - // Delete ticket watchers - mysqli_query($mysqli, "DELETE FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id"); - - // Delete Ticket Attachements - mysqli_query($mysqli, "DELETE FROM ticket_attachments WHERE ticket_attachment_ticket_id = $ticket_id"); - removeDirectory("../uploads/tickets/$ticket_id"); - - // No Need to delete ticket assets as this is cascadely deleted via the database. - - logAction("Ticket", "Delete", "$session_name deleted ticket", 0, $ticket_id); - - } - - logAction("Ticket", "Bulk Delete", "$session_name deleted $count ticket(s)"); - - flash_alert("Deleted $count ticket(s)", 'error'); - } - - redirect(); - -} - -if (isset($_POST['bulk_assign_ticket'])) { - - enforceUserPermission('module_support', 2); - - // POST variables - $assign_to = intval($_POST['assign_to']); - - // Get a Ticket Count - $ticket_count = count($_POST['ticket_ids']); - - // Assign Tech to Selected Tickets - if (!empty($_POST['ticket_ids'])) { - foreach ($_POST['ticket_ids'] as $ticket_id) { - $ticket_id = intval($ticket_id); - - $sql = mysqli_query($mysqli, "SELECT * FROM tickets LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_status = intval($row['ticket_status']); - $ticket_name = sanitizeInput($row['ticket_name']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $client_id = intval($row['ticket_client_id']); - - if ($ticket_status == 1 && $assigned_to !== 0) { - $ticket_status = 2; - } - - // Allow for un-assigning tickets - if ($assign_to == 0) { - $ticket_reply = "Ticket unassigned, pending re-assignment."; - $agent_name = "No One"; - } else { - // Get & verify assigned agent details - $agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users LEFT JOIN user_settings ON users.user_id = user_settings.user_id WHERE users.user_id = $assign_to"); - $agent_details = mysqli_fetch_assoc($agent_details_sql); - - $agent_name = sanitizeInput($agent_details['user_name']); - $agent_email = sanitizeInput($agent_details['user_email']); - $ticket_reply = "Ticket re-assigned to $agent_name."; - - if (!$agent_name) { - flash_alert("Invalid agent!", 'error'); - redirect(); - } - } - - // Update ticket & insert reply - mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assign_to, ticket_status = $ticket_status WHERE ticket_id = $ticket_id"); - - mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name reassigned ticket $ticket_prefix$ticket_number to $agent_name", $client_id, $ticket_id); - - customAction('ticket_assign', $ticket_id); - - $tickets_assigned_body .= "$ticket_prefix$ticket_number - $ticket_subject
"; - } // End For Each Ticket ID Loop - - // Notification - if ($session_user_id != $assign_to && $assign_to != 0) { - - // App Notification - mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '$ticket_count Tickets have been assigned to you by $session_name', notification_action = 'tickets.php?status=Open&assigned=$assign_to', notification_client_id = $client_id, notification_user_id = $assign_to"); - - // Agent Email Notification - if (!empty($config_smtp_host)) { - - // Sanitize Config vars from get_settings.php - $config_ticket_from_name = sanitizeInput($config_ticket_from_name); - $config_ticket_from_email = sanitizeInput($config_ticket_from_email); - $company_name = sanitizeInput($session_company_name); - - $subject = "$config_app_name - $ticket_count tickets have been assigned to you"; - $body = "Hi $agent_name,

$session_name assigned $ticket_count tickets to you!

$tickets_assigned_body
Thanks,
$session_name
$company_name"; - - // Email Ticket Agent - // Queue Mail - $data = [ - [ - 'from' => $config_ticket_from_email, - 'from_name' => $config_ticket_from_name, - 'recipient' => $agent_email, - 'recipient_name' => $agent_name, - 'subject' => $subject, - 'body' => $body, - ] - ]; - addToMailQueue($data); - } - } - } - - flash_alert("You assigned $ticket_count Tickets to $agent_name"); - - redirect(); - -} - -if (isset($_POST['bulk_edit_ticket_priority'])) { - - enforceUserPermission('module_support', 2); - - // POST variables - $priority = sanitizeInput($_POST['bulk_priority']); - - // Assign Tech to Selected Tickets - if (isset($_POST['ticket_ids'])) { - - // Get a Ticket Count - $ticket_count = count($_POST['ticket_ids']); - - foreach ($_POST['ticket_ids'] as $ticket_id) { - $ticket_id = intval($ticket_id); - - $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $original_ticket_priority = sanitizeInput($row['ticket_priority']); - $client_id = intval($row['ticket_client_id']); - - // Update ticket & insert reply - mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id"); - - mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$session_name updated the priority from $current_ticket_priority to $priority', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name updated the priority on ticket $ticket_prefix$ticket_number - $ticket_subject from $original_ticket_priority to $priority", $client_id, $ticket_id); - - customAction('ticket_update', $ticket_id); - } // End For Each Ticket ID Loop - - logAction("Ticket", " Bulk Edit", "$session_name updated the priority on $ticket_count"); - - flash_alert("You updated the priority for $ticket_count Tickets to $priority"); - } - - redirect(); - -} - -if (isset($_POST['bulk_edit_ticket_category'])) { - - enforceUserPermission('module_support', 2); - - // POST variables - $category_id = intval($_POST['bulk_category']); - - // Assign Tech to Selected Tickets - if (isset($_POST['ticket_ids'])) { - - // Get a Ticket Count - $ticket_count = count($_POST['ticket_ids']); - - foreach ($_POST['ticket_ids'] as $ticket_id) { - $ticket_id = intval($ticket_id); - - $sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, category_name, ticket_client_id FROM tickets LEFT JOIN categories ON ticket_category = category_id WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $previous_ticket_category_name = sanitizeInput($row['category_name']); - $client_id = intval($row['ticket_client_id']); - - // Get Category Name - $category_name = sanitizeInput(getFieldById('categories', $category_id, 'category_name')); - - // Update ticket - mysqli_query($mysqli, "UPDATE tickets SET ticket_category = '$category_id' WHERE ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name updated the category on ticket $ticket_prefix$ticket_number - $ticket_subject from $previous_category_name to $category_name", $client_id, $ticket_id); - - customAction('ticket_update', $ticket_id); - } // End For Each Ticket ID Loop - - logAction("Ticket", " Bulk Edit", "$session_name updated the category to $category_name on $ticket_count"); - - flash_alert("Category set to $category_name for $ticket_count Tickets"); - } - - redirect(); - -} - -if (isset($_POST['bulk_merge_tickets'])) { - - enforceUserPermission('module_support', 2); - - $merge_into_ticket_number = intval($_POST['merge_into_ticket_number']); // Parent ticket *number* - $merge_comment = sanitizeInput($_POST['merge_comment']); // Merge comment - $ticket_reply_type = 'Internal'; // Default all replies to internal - - // NEW PARENT ticket details - // Get merge into ticket id (as it may differ from the number) - $sql = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_number = $merge_into_ticket_number"); - if (mysqli_num_rows($sql) == 0) { - flash_alert("Cannot merge into that ticket.", 'error'); - redirect(); - } - $merge_row = mysqli_fetch_assoc($sql); - $merge_into_ticket_id = intval($merge_row['ticket_id']); // Parent ticket ID - - // Update & Close the selected tickets - if (isset($_POST['ticket_ids'])) { - - $ticket_count = count($_POST['ticket_ids']); // Get a ticket count - - foreach ($_POST['ticket_ids'] as $ticket_id) { - $ticket_id = intval($ticket_id); - - if ($ticket_id !== $merge_into_ticket_id) { - - $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($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 $ticket_prefix$merge_into_ticket_number. 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 - 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.

$ticket_subject
$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); - - // Custom action/notif handler - customAction('ticket_merge', $ticket_id); - - } - } // End For Each Ticket ID Loop - - mysqli_query($mysqli, "UPDATE tickets SET ticket_updated_at = NOW() WHERE ticket_id = $merge_into_ticket_id"); - - flash_alert("$ticket_count tickets merged into $ticket_prefix$merge_into_ticket_number"); - - } - - redirect(); - -} - -if (isset($_POST['bulk_resolve_tickets'])) { - - enforceUserPermission('module_support', 2); - - // POST variables - $details = mysqli_escape_string($mysqli, $_POST['bulk_details']); - $ticket_reply_time_worked = sanitizeInput($_POST['time']); - $private_note = intval($_POST['bulk_private_note']); - if ($private_note == 1) { - $ticket_reply_type = 'Internal'; - } else { - $ticket_reply_type = 'Public'; - } - - // Resolve Selected Tickets - if (isset($_POST['ticket_ids'])) { - - // Intitialze the counts before the loop - $ticket_count = 0; - $skipped_count = 0; - - foreach ($_POST['ticket_ids'] as $ticket_id) { - $ticket_id = intval($ticket_id); - - // Check to make sure Tasks are complete before resolving - $row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT COUNT('task_id') AS num FROM tasks WHERE task_completed_at IS NULL AND task_ticket_id = $ticket_id")); - $num_of_open_tasks = $row['num']; - - if ($num_of_open_tasks == 0) { - // Count the Ticket Loop - $ticket_count++; - - $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($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 = $ticket_id"); - } - - // Update ticket & insert reply - mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id"); - - mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$details', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '$ticket_reply_time_worked', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); - - logAction("Ticket", "Resolve", "$session_name resolved $ticket_prefix$ticket_number - $ticket_subject", $client_id, $ticket_id); - - customAction('ticket_resolve', $ticket_id); - - // Client notification email - if (!empty($config_smtp_host) && $config_ticket_client_general_notifications == 1 && $private_note == 0) { - - // Get Contact details - $ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email FROM tickets - LEFT JOIN contacts ON ticket_contact_id = contact_id - WHERE ticket_id = $ticket_id - "); - $row = mysqli_fetch_assoc($ticket_sql); - - $contact_name = sanitizeInput($row['contact_name']); - $contact_email = sanitizeInput($row['contact_email']); - - // Sanitize Config vars from get_settings.php - $from_name = sanitizeInput($config_ticket_from_name); - $from_email = sanitizeInput($config_ticket_from_email); - $base_url = sanitizeInput($config_base_url); - - // Get Company Info - $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); - $row = mysqli_fetch_assoc($sql); - $company_name = sanitizeInput($row['company_name']); - $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); - - // EMAIL - $subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)"; - $body = "##- Please type your reply above this line -##

Hello $contact_name,

Your ticket regarding \"$ticket_subject\" has been marked as solved and is pending closure.

$details

If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or re-open to let us know!

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Portal: https://$base_url/client/ticket.php?id=$ticket_id

--
$company_name - Support
$config_ticket_from_email
$company_phone"; - - // Check email valid - if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { - - $data = []; - - // Email Ticket Contact - // Queue Mail - - $data[] = [ - 'from' => $from_email, - 'from_name' => $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 .= "

----------------------------------------
YOU ARE A COLLABORATOR ON THIS TICKET"; - while ($row = mysqli_fetch_assoc($sql_watchers)) { - $watcher_email = sanitizeInput($row['watcher_email']); - - // Queue Mail - $data[] = [ - 'from' => $from_email, - 'from_name' => $from_name, - 'recipient' => $watcher_email, - 'recipient_name' => $watcher_email, - 'subject' => $subject, - 'body' => $body - ]; - } - addToMailQueue($data); - } // End Mail IF - } else { - $skipped_count++; - } // End Task Check - } // End Loop - } // End Array Empty Check - - flash_alert("Resolved $ticket_count Tickets"); - - if ($skipped_count > 0) { - flash_alert("Resolved $ticket_count Tickets $skipped_count ticket(s) could not be resolved because they have open tasks.", 'info'); - } - - redirect(); - -} - -if (isset($_POST['bulk_ticket_reply'])) { - - enforceUserPermission('module_support', 2); - - // POST variables - $ticket_reply = mysqli_escape_string($mysqli, $_POST['bulk_reply_details']); - $ticket_status = intval($_POST['bulk_status']); - $ticket_reply_time_worked = sanitizeInput($_POST['time']); - $private_note = intval($_POST['bulk_private_reply']); - if ($private_note == 1) { - $ticket_reply_type = 'Internal'; - } else { - $ticket_reply_type = 'Public'; - } - - // Loop Through Tickets and Add Reply along with Email notifications - if (isset($_POST['ticket_ids'])) { - - // Get a Ticket Count - $ticket_count = count($_POST['ticket_ids']); - - foreach ($_POST['ticket_ids'] as $ticket_id) { - $ticket_id = intval($ticket_id); - - $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($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 ($client_id) { - $client_uri = "&client_id=$client_id"; - } else { - $client_uri = ''; - } - - // Mark FR time if required - if (empty($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"); - - $ticket_reply_id = mysqli_insert_id($mysqli); - - // Update Ticket Status - mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id"); - - logAction("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id); - - // Custom action/notif handler - if ($ticket_reply_type == 'Internal') { - customAction('ticket_reply_agent_internal', $ticket_id); - } else { - customAction('reply_reply_agent_public', $ticket_id); - } - - // Resolve the ticket, if set - if ($ticket_status == 4) { - mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id"); - - // Logging - logAction("Ticket", "Resolved", "$session_name resolved Ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); - - customAction('ticket_resolve', $ticket_id); - } - - // Get Contact Details - $sql = mysqli_query( - $mysqli, - "SELECT contact_name, contact_email, ticket_created_by, ticket_assigned_to - FROM tickets - LEFT JOIN contacts ON ticket_contact_id = contact_id - WHERE ticket_id = $ticket_id" - ); - - $row = mysqli_fetch_assoc($sql); - - $contact_name = sanitizeInput($row['contact_name']); - $contact_email = sanitizeInput($row['contact_email']); - $ticket_created_by = intval($row['ticket_created_by']); - $ticket_assigned_to = intval($row['ticket_assigned_to']); - - // Sanitize Config vars from get_settings.php - $from_name = sanitizeInput($config_ticket_from_name); - $from_email = sanitizeInput($config_ticket_from_email); - $base_url = sanitizeInput($config_base_url); - - $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); - $row = mysqli_fetch_assoc($sql); - $company_name = sanitizeInput($row['company_name']); - $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); - - // Send e-mail to client if public update & email is set up - if ($private_note == 0 && !empty($config_smtp_host)) { - - $subject = "Ticket update - [$ticket_prefix$ticket_number] - $ticket_subject"; - $body = "##- Please type your reply above this line -##

Hello $contact_name,

Your ticket regarding $ticket_subject has been updated.

--------------------------------
$ticket_reply
--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status_name
Portal: View ticket

--
$company_name - Support
$from_email
$company_phone"; - - if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { - - $data = []; - - // Email Ticket Contact - // Queue Mail - $data[] = [ - 'from' => $from_email, - 'from_name' => $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 .= "

----------------------------------------
YOU ARE A COLLABORATOR ON THIS TICKET"; - while ($row = mysqli_fetch_assoc($sql_watchers)) { - $watcher_email = sanitizeInput($row['watcher_email']); - - // Queue Mail - $data[] = [ - 'from' => $from_email, - 'from_name' => $from_name, - 'recipient' => $watcher_email, - 'recipient_name' => $watcher_email, - 'subject' => $subject, - 'body' => $body - ]; - } - addToMailQueue($data); - } //End Mail IF - - // Notification for assigned ticket user - 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: $ticket_subject that is assigned to you', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', 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: $ticket_subject that you opened', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', notification_client_id = $client_id, notification_user_id = $ticket_created_by"); - } - } // End Ticket Lopp - - } - - flash_alert("Updated $ticket_count tickets"); - - redirect(); - -} - - -// Currently not UI Frontend for this -if (isset($_POST['bulk_add_ticket_project'])) { - - enforceUserPermission('module_support', 2); - - // POST variables - $project_id = intval($_POST['project_id']); - - // Get Project Name - $sql = mysqli_query($mysqli, "SELECT project_name FROM projects WHERE project_id = $project_id"); - $row = mysqli_fetch_assoc($sql); - $project_name = sanitizeInput($row['project_name']); - - // Assign Project to Selected Tickets - if (isset($_POST['ticket_ids'])) { - - // Get a Ticket Count - $ticket_count = count($_POST['ticket_ids']); - - foreach ($_POST['ticket_ids'] as $ticket_id) { - $ticket_id = intval($ticket_id); - - $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $current_ticket_priority = sanitizeInput($row['ticket_priority']); - $client_id = intval($row['ticket_client_id']); - - // Update ticket & insert reply - mysqli_query($mysqli, "UPDATE tickets SET ticket_project_id = $project_id WHERE ticket_id = $ticket_id"); - - logAction("Ticket", "Reply", "$session_name added ticket $ticket_prefix$ticket_number - $ticket_subject to project $project_name", $client_id, $ticket_id); - - - } // End For Each Ticket ID Loop - - flash_alert("$ticket_count Tickets added to Project $project_name"); - - } - - redirect(); - -} - -if (isset($_POST['bulk_add_asset_ticket'])) { - - validateCSRFToken($_POST['csrf_token']); - - enforceUserPermission('module_support', 2); - - $assigned_to = intval($_POST['bulk_assigned_to']); - if ($assigned_to == 0) { - $ticket_status = 1; - } else { - $ticket_status = 2; - } - $subject = sanitizeInput($_POST['bulk_subject']); - $priority = sanitizeInput($_POST['bulk_priority']); - $category_id = intval($_POST['bulk_category']); - $details = mysqli_real_escape_string($mysqli, $_POST['bulk_details']); - $project_id = intval($_POST['bulk_project']); - $use_primary_contact = intval($_POST['use_primary_contact']); - $ticket_template_id = intval($_POST['bulk_ticket_template_id']); - $billable = intval($_POST['bulk_billable'] ?? 0); - - // Check to see if adding a ticket by template - if($ticket_template_id) { - $sql = mysqli_query($mysqli, "SELECT * FROM ticket_templates WHERE ticket_template_id = $ticket_template_id"); - $row = mysqli_fetch_assoc($sql); - - // Override Template Subject - if(empty($subject)) { - $subject = sanitizeInput($row['ticket_template_subject']); - } - $details = mysqli_escape_string($mysqli, $row['ticket_template_details']); - - // Get Associated Tasks from the ticket template - $sql_task_templates = mysqli_query($mysqli, "SELECT * FROM task_templates WHERE task_template_ticket_template_id = $ticket_template_id"); - - } - - // Create ticket for each selected asset - if (isset($_POST['asset_ids'])) { - - // Get a Asset Count - $asset_count = count($_POST['asset_ids']); - - foreach ($_POST['asset_ids'] as $asset_id) { - $asset_id = intval($asset_id); - - $sql = mysqli_query($mysqli, "SELECT * FROM assets WHERE asset_id = $asset_id"); - $row = mysqli_fetch_assoc($sql); - - $asset_name = sanitizeInput($row['asset_name']); - $client_id = intval($row['asset_client_id']); - - $subject_asset_prepended = "$asset_name - $subject"; - - // Atomically increment and get the new ticket number - mysqli_query($mysqli, " - UPDATE settings - SET - config_ticket_next_number = LAST_INSERT_ID(config_ticket_next_number), - config_ticket_next_number = config_ticket_next_number + 1 - WHERE company_id = 1 - "); - - $ticket_number = mysqli_insert_id($mysqli); - - // Sanitize Config Vars from get_settings.php and Session Vars from check_login.php - $config_ticket_prefix = sanitizeInput($config_ticket_prefix); - $config_ticket_from_name = sanitizeInput($config_ticket_from_name); - $config_ticket_from_email = sanitizeInput($config_ticket_from_email); - $config_base_url = sanitizeInput($config_base_url); - - //Generate a unique URL key for clients to access - $url_key = randomString(32); - - mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_category = $category_id, ticket_subject = '$subject_asset_prepended', ticket_details = '$details', ticket_priority = '$priority', ticket_billable = $billable, ticket_status = $ticket_status, ticket_asset_id = $asset_id, ticket_created_by = $session_user_id, ticket_assigned_to = $assigned_to, ticket_url_key = '$url_key', ticket_client_id = $client_id, ticket_project_id = $project_id"); - - $ticket_id = mysqli_insert_id($mysqli); - - // Add Tasks - if (!empty($_POST['tasks'])) { - foreach ($_POST['tasks'] as $task) { - $task_name = sanitizeInput($task); - // Check that task_name is not-empty (For some reason the !empty on the array doesnt work here like in watchers) - if (!empty($task_name)) { - mysqli_query($mysqli,"INSERT INTO tasks SET task_name = '$task_name', task_ticket_id = $ticket_id"); - } - } - } - - // Add Tasks from Template if Template was selected - if($ticket_template_id) { - if (mysqli_num_rows($sql_task_templates) > 0) { - while ($row = mysqli_fetch_assoc($sql_task_templates)) { - $task_order = intval($row['task_template_order']); - $task_name = sanitizeInput($row['task_template_name']); - - mysqli_query($mysqli,"INSERT INTO tasks SET task_name = '$task_name', task_order = $task_order, task_ticket_id = $ticket_id"); - } - } - } - - // Custom action/notif handler - customAction('ticket_create', $ticket_id); - } - - logAction("Ticket", "Bulk Create", "$session_name created $asset_count tickets for $asset_count"); - - flash_alert("You created $asset_count tickets for the selected assets"); - - } - - redirect(); - -} - -if (isset($_POST['add_ticket_reply'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_POST['ticket_id']); - $ticket_reply = $_POST['ticket_reply']; // Reply is SQL escaped below - $ticket_status = intval($_POST['status']); - $client_id = intval($_POST['client_id']); - - // Time tracking, inputs & combine into string - $hours = intval($_POST['hours']); - $minutes = intval($_POST['minutes']); - $seconds = intval($_POST['seconds']); - $ticket_reply_time_worked = sanitizeInput(sprintf("%02d:%02d:%02d", $hours, $minutes, $seconds)); - - // Defaults - $send_email = 0; - $ticket_reply_id = 0; - if ($_POST['public_reply_type'] == 1 ){ - $ticket_reply_type = 'Public'; - } elseif ($_POST['public_reply_type'] == 2 ) { - $ticket_reply_type = 'Public'; - $send_email = 1; - } else { - $ticket_reply_type = 'Internal'; - } - // Add Signature to the end of the ticket reply if not Internal and if there is reply - if ($ticket_reply !== '' && $ticket_reply_type !== 'Internal' && $send_email == 1) { - $ticket_reply .= getFieldById('user_settings',$session_user_id,'user_config_signature', 'raw'); - } - - $ticket_reply = mysqli_escape_string($mysqli, $ticket_reply); // SQL Escape Ticket Reply - - // Update Ticket Status & updated at (in case status didn't change) - mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $ticket_status, ticket_updated_at = NOW() WHERE ticket_id = $ticket_id"); - - // Resolve the ticket, if set - if ($ticket_status == 4) { - mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id"); - - logAction("Ticket", "Resolved", "$session_name resolved Ticket ticket ID $ticket_id", $client_id, $ticket_id); - } - - // Process reply actions, if we have a reply to work with (e.g. we're not just editing the status) - if (!empty($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_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 - LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id - WHERE ticket_id = $ticket_id - "); - - $row = mysqli_fetch_assoc($ticket_sql); - - $contact_name = sanitizeInput($row['contact_name']); - $contact_email = sanitizeInput($row['contact_email']); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $ticket_status = intval($row['ticket_status']); - $ticket_status_name = sanitizeInput($row['ticket_status_name']); - $url_key = sanitizeInput($row['ticket_url_key']); - $ticket_first_response_at = sanitizeInput($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']); - - if ($client_id) { - $client_uri = "&client_id=$client_id"; - } else { - $client_uri = ''; - } - - // Sanitize Config vars from get_settings.php - $config_ticket_from_name = sanitizeInput($config_ticket_from_name); - $config_ticket_from_email = sanitizeInput($config_ticket_from_email); - $config_base_url = sanitizeInput($config_base_url); - - $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); - $row = mysqli_fetch_assoc($sql); - $company_name = sanitizeInput($row['company_name']); - $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); - - // Send e-mail to client if public update & email is set up - if ($ticket_reply_type == 'Public' && $send_email == 1 && !empty($config_smtp_host)) { - - // Slightly different email subject/text depending on if this update set auto-close - - if ($ticket_status == 4) { - // Resolved - $subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)"; - $body = "##- Please type your reply above this line -##

Hello $contact_name,

Your ticket regarding $ticket_subject has been marked as solved and is pending closure.

--------------------------------
$ticket_reply
--------------------------------

If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or re-open to let us know!

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status_name
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; - } else { - // Anything else - $subject = "Ticket update - [$ticket_prefix$ticket_number] - $ticket_subject"; - $body = "##- Please type your reply above this line -##

Hello $contact_name,

Your ticket regarding $ticket_subject has been updated.

--------------------------------
$ticket_reply
--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status_name
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; - } - - if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { - - $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 .= "

----------------------------------------
YOU ARE A COLLABORATOR ON THIS TICKET"; - while ($row = mysqli_fetch_assoc($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' => $body - ]; - } - addToMailQueue($data); - - } - //End Mail IF - - // Notification for assigned ticket user - 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: $ticket_subject that is assigned to you', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', 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: $ticket_subject that you opened', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', 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); - } else { - customAction('reply_reply_agent_public', $ticket_id); - } - - flash_alert("Ticket $ticket_prefix$ticket_number has been updated with your reply and was $ticket_reply_type"); - - } else { - flash_alert("Ticket updated"); - } - - logAction("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id); - - redirect(); - -} - -if (isset($_POST['edit_ticket_reply'])) { - - enforceUserPermission('module_support', 2); - - $ticket_reply_id = intval($_POST['ticket_reply_id']); - $ticket_reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']); - $ticket_reply_type = sanitizeInput($_POST['ticket_reply_type']); - $ticket_reply_time_worked = sanitizeInput($_POST['time']); - - $client_id = intval($_POST['client_id']); - - mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '$ticket_reply_time_worked' WHERE ticket_reply_id = $ticket_reply_id AND ticket_reply_type != 'Client'") or die(mysqli_error($mysqli)); - - logAction("Ticket", "Reply", "$session_name edited ticket_reply", $client_id, $ticket_reply_id); - - flash_alert("Ticket reply updated"); - - redirect(); - -} - -if (isset($_POST['redact_ticket_reply'])) { - - enforceUserPermission('module_support', 2); - - $ticket_reply_id = intval($_POST['ticket_reply_id']); - $ticket_reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']); - - $client_id = intval($_POST['client_id']); - - mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply = '$ticket_reply' WHERE ticket_reply_id = $ticket_reply_id"); - - logAction("Ticket", "Reply", "$session_name redacted ticket_reply", $client_id, $ticket_reply_id); - - flash_alert("Ticket reply redacted"); - - redirect(); - -} - -if (isset($_GET['archive_ticket_reply'])) { - - enforceUserPermission('module_support', 2); - - $ticket_reply_id = intval($_GET['archive_ticket_reply']); - - mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply_archived_at = NOW() WHERE ticket_reply_id = $ticket_reply_id"); - - logAction("Ticket Reply", "Archive", "$session_name archived ticket_reply", 0, $ticket_reply_id); - - flash_alert("Ticket reply archived", 'error'); - - redirect(); - -} - -if (isset($_POST['merge_ticket'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_POST['ticket_id']); // Child ticket ID to be closed - $merge_into_ticket_number = intval($_POST['merge_into_ticket_number']); // Parent ticket *number* - $merge_comment = sanitizeInput($_POST['merge_comment']); // Merge comment - $move_replies = intval($_POST['merge_move_replies']); // Whether to move replies to the new parent ticket - $ticket_reply_type = 'Internal'; // Default all replies to internal - - // Get current ticket details - $sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_details FROM tickets WHERE ticket_id = $ticket_id"); - if (mysqli_num_rows($sql) == 0) { - flash_alert("No ticket with that ID found.", 'error'); - redirect(); - } - // CURRENT ticket details - $row = mysqli_fetch_assoc($sql); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($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) - $sql = mysqli_query($mysqli, "SELECT ticket_id, ticket_client_id FROM tickets WHERE ticket_number = $merge_into_ticket_number"); - if (mysqli_num_rows($sql) == 0) { - flash_alert("Cannot merge into that ticket.", 'error'); - redirect(); - } - $merge_row = mysqli_fetch_assoc($sql); - $merge_into_ticket_id = intval($merge_row['ticket_id']); - $client_id = intval($merge_row['ticket_client_id']); - if ($client_id) { - $has_client = "&client_id=$client_id"; - } else { - $has_client = ""; - } - // Sanity check - if ($ticket_number == $merge_into_ticket_number) { - flash_alert("Cannot merge into the same ticket.", 'error'); - redirect(); - } - - // Move ticket replies from child > parent - if ($move_replies) { - mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply_ticket_id = $merge_into_ticket_id WHERE ticket_reply_ticket_id = $ticket_id"); - } - - // Update current ticket - if (empty($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 merged into $ticket_prefix$merge_into_ticket_number. 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 - mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was merged into this ticket with comment: $merge_comment.

$ticket_subject
$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id"); - - mysqli_query($mysqli, "UPDATE tickets SET ticket_updated_at = NOW() WHERE ticket_id = $merge_into_ticket_id"); - - logAction("Ticket", "Merged", "$session_name Merged ticket $ticket_prefix$ticket_number into $ticket_prefix$merge_into_ticket_number"); - - customAction('ticket_merge', $ticket_id); - - flash_alert("Ticket merged into $ticket_prefix$merge_into_ticket_number"); - - redirect("ticket.php?ticket_id=$merge_into_ticket_id$has_client"); - -} - -if (isset($_POST['change_client_ticket'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_POST['ticket_id']); - $client_id = intval($_POST['new_client_id']); - $contact_id = intval($_POST['new_contact_id']); - - // Set any/all existing replies to internal - mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply_type = 'Internal' WHERE ticket_reply_ticket_id = $ticket_id"); - - // Update ticket client & contact - mysqli_query($mysqli, "UPDATE tickets SET ticket_client_id = $client_id, ticket_contact_id = $contact_id WHERE ticket_id = $ticket_id LIMIT 1"); - - logAction("Ticket", "Change", "$session_name changed ticket client", $client_id, $ticket_id); - - customAction('ticket_update', $ticket_id); - - flash_alert("Ticket client updated"); - - redirect(); - -} - -if (isset($_GET['resolve_ticket'])) { - - validateCSRFToken($_GET['csrf_token']); - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_GET['resolve_ticket']); - - $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_first_response_at = sanitizeInput($row['ticket_first_response_at']); - - // Mark FR - if (empty($ticket_first_response_at)) { - mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id"); - } - - // Resolve - mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id"); - - logAction("Ticket", "Resolved", "$session_name resolved ticket $ticket_prefix$ticket_number (ID: $ticket_id)", 0, $ticket_id); - - customAction('ticket_resolve', $ticket_id); - - // Client notification email - if (!empty($config_smtp_host) && $config_ticket_client_general_notifications == 1) { - - // Get details - $ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_status_name, ticket_assigned_to, ticket_url_key, ticket_client_id FROM tickets - LEFT JOIN clients ON ticket_client_id = client_id - LEFT JOIN contacts ON ticket_contact_id = contact_id - LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id - WHERE ticket_id = $ticket_id - "); - $row = mysqli_fetch_assoc($ticket_sql); - - $contact_name = sanitizeInput($row['contact_name']); - $contact_email = sanitizeInput($row['contact_email']); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $client_id = intval($row['ticket_client_id']); - $ticket_assigned_to = intval($row['ticket_assigned_to']); - $ticket_status = sanitizeInput($row['ticket_status_name']); - $url_key = sanitizeInput($row['ticket_url_key']); - - // Sanitize Config vars from get_settings.php - $config_ticket_from_name = sanitizeInput($config_ticket_from_name); - $config_ticket_from_email = sanitizeInput($config_ticket_from_email); - $config_base_url = sanitizeInput($config_base_url); - - // Get Company Info - $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); - $row = mysqli_fetch_assoc($sql); - $company_name = sanitizeInput($row['company_name']); - $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); - - // EMAIL - $subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)"; - $body = "##- Please type your reply above this line -##

Hello $contact_name,

Your ticket regarding $ticket_subject has been marked as solved and is pending closure.

If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or re-open to let us know!

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; - - // Check email valid - if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { - - $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 .= "

----------------------------------------
YOU ARE A COLLABORATOR ON THIS TICKET"; - while ($row = mysqli_fetch_assoc($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' => $body - ]; - } - addToMailQueue($data); - } - //End Mail IF - - flash_alert("Ticket resolved"); - - redirect(); - -} - -if (isset($_GET['close_ticket'])) { - - validateCSRFToken($_GET['csrf_token']); - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_GET['close_ticket']); - - mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli)); - - mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket closed.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); - - logAction("Ticket", "Closed", "$session_name closed ticket ID $ticket_id", 0, $ticket_id); - - customAction('ticket_close', $ticket_id); - - // Client notification email - if (!empty($config_smtp_host) && $config_ticket_client_general_notifications == 1) { - - // Get details - $ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_url_key FROM tickets - LEFT JOIN clients ON ticket_client_id = client_id - LEFT JOIN contacts ON ticket_contact_id = contact_id - WHERE ticket_id = $ticket_id - "); - $row = mysqli_fetch_assoc($ticket_sql); - - $contact_name = sanitizeInput($row['contact_name']); - $contact_email = sanitizeInput($row['contact_email']); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $url_key = sanitizeInput($row['ticket_url_key']); - - // Sanitize Config vars from get_settings.php - $config_ticket_from_name = sanitizeInput($config_ticket_from_name); - $config_ticket_from_email = sanitizeInput($config_ticket_from_email); - $config_base_url = sanitizeInput($config_base_url); - - // Get Company Info - $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); - $row = mysqli_fetch_assoc($sql); - $company_name = sanitizeInput($row['company_name']); - $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); - - // EMAIL - $subject = "Ticket closed - [$ticket_prefix$ticket_number] - $ticket_subject | (do not reply)"; - $body = "Hello $contact_name,

Your ticket regarding \"$ticket_subject\" has been closed.

We hope the request/issue was resolved to your satisfaction, please provide your feedback here.
If you need further assistance, please raise a new ticket using the below details. Please do not reply to this email.

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Portal: https://$config_base_url/client/ticket.php?id=$ticket_id

--
$company_name - Support
$config_ticket_from_email
$company_phone"; - - // Check email valid - if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { - - $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 .= "

----------------------------------------
YOU ARE A COLLABORATOR ON THIS TICKET"; - while ($row = mysqli_fetch_assoc($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' => $body - ]; - } - addToMailQueue($data); - } - //End Mail IF - - flash_alert("Ticket Closed, this cannot not be reopened but you may start another one"); - - redirect(); - -} - -if (isset($_GET['reopen_ticket'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_GET['reopen_ticket']); - - mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id"); - - logAction("Ticket", "Reopened", "$session_name reopened ticket ID $ticket_id", 0, $ticket_id); - - customAction('ticket_update', $ticket_id); - - flash_alert("Ticket re-opened"); - - redirect(); - -} - -if (isset($_POST['add_invoice_from_ticket'])) { - - enforceUserPermission('module_support', 2); - enforceUserPermission('module_sales', 2); - - $invoice_id = intval($_POST['invoice_id']); - $ticket_id = intval($_POST['ticket_id']); - $date = sanitizeInput($_POST['date']); - $category = intval($_POST['category']); - $scope = sanitizeInput($_POST['scope']); - - $sql = mysqli_query( - $mysqli, - "SELECT * FROM tickets - LEFT JOIN clients ON ticket_client_id = client_id - LEFT JOIN contacts ON ticket_contact_id = contact_id - LEFT JOIN assets ON ticket_asset_id = asset_id - LEFT JOIN locations ON ticket_location_id = location_id - WHERE ticket_id = $ticket_id" - ); - - $row = mysqli_fetch_assoc($sql); - $client_id = intval($row['client_id']); - $client_net_terms = intval($row['client_net_terms']); - if ($client_net_terms == 0) { - $client_net_terms = $config_default_net_terms; - } - - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_category = sanitizeInput($row['ticket_category']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $ticket_created_at = sanitizeInput($row['ticket_created_at']); - $ticket_updated_at = sanitizeInput($row['ticket_updated_at']); - $ticket_closed_at = sanitizeInput($row['ticket_closed_at']); - - $contact_id = intval($row['contact_id']); - $contact_name = sanitizeInput($row['contact_name']); - $contact_email = sanitizeInput($row['contact_email']); - - $asset_id = intval($row['asset_id']); - - $location_name = sanitizeInput($row['location_name']); - - if ($invoice_id == 0) { - - $invoice_prefix = sanitizeInput($config_invoice_prefix); - - // Atomically increment and get the new invoice number - mysqli_query($mysqli, " - UPDATE settings - SET - config_invoice_next_number = LAST_INSERT_ID(config_invoice_next_number), - config_invoice_next_number = config_invoice_next_number + 1 - WHERE company_id = 1 - "); - - $invoice_number = mysqli_insert_id($mysqli); - - //Generate a unique URL key for clients to access - $url_key = randomString(32); - - mysqli_query($mysqli, "INSERT INTO invoices SET invoice_prefix = '$config_invoice_prefix', invoice_number = $invoice_number, invoice_scope = '$scope', invoice_date = '$date', invoice_due = DATE_ADD('$date', INTERVAL $client_net_terms day), invoice_currency_code = '$session_company_currency', invoice_category_id = $category, invoice_status = 'Draft', invoice_url_key = '$url_key', invoice_client_id = $client_id"); - $invoice_id = mysqli_insert_id($mysqli); - } else { - $sql_invoice = mysqli_query($mysqli, "SELECT invoice_prefix, invoice_number FROM invoices WHERE invoice_id = $invoice_id"); - $row = mysqli_fetch_assoc($sql_invoice); - $invoice_prefix = sanitizeInput($row['invoice_prefix']); - $invoice_number = intval($row['invoice_number']); - } - - //Add Item - $item_name = sanitizeInput($_POST['item_name']); - $item_description = sanitizeInput($_POST['item_description']); - $qty = floatval($_POST['qty']); - $price = floatval($_POST['price']); - $tax_id = intval($_POST['tax_id']); - - $subtotal = $price * $qty; - - if ($tax_id > 0) { - $sql = mysqli_query($mysqli, "SELECT * FROM taxes WHERE tax_id = $tax_id"); - $row = mysqli_fetch_assoc($sql); - $tax_percent = floatval($row['tax_percent']); - $tax_amount = $subtotal * $tax_percent / 100; - } else { - $tax_amount = 0; - } - - $total = $subtotal + $tax_amount; - - mysqli_query($mysqli, "INSERT INTO invoice_items SET item_name = '$item_name', item_description = '$item_description', item_quantity = $qty, item_price = $price, item_subtotal = $subtotal, item_tax = $tax_amount, item_total = $total, item_order = 1, item_tax_id = $tax_id, item_invoice_id = $invoice_id"); - - //Update Invoice Balances - - $sql = mysqli_query($mysqli, "SELECT * FROM invoices WHERE invoice_id = $invoice_id"); - $row = mysqli_fetch_assoc($sql); - - $new_invoice_amount = floatval($row['invoice_amount']) + $total; - - mysqli_query($mysqli, "UPDATE invoices SET invoice_amount = $new_invoice_amount WHERE invoice_id = $invoice_id"); - - mysqli_query($mysqli, "INSERT INTO history SET history_status = 'Draft', history_description = 'Invoice created from Ticket $ticket_prefix$ticket_number', history_invoice_id = $invoice_id"); - - // Add internal note to ticket, and link to invoice in database - mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Created invoice $config_invoice_prefix$invoice_number for this ticket.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); - - mysqli_query($mysqli, "UPDATE tickets SET ticket_invoice_id = $invoice_id WHERE ticket_id = $ticket_id"); - - logAction("Invoice", "Create", "$session_name created invoice $invoice_prefix$invoice_number from Ticket $ticket_prefix$ticket_number", $client_id, $invoice_id); - - flash_alert("Invoice $invoice_prefix$invoice_number created from ticket"); - - redirect("invoice.php?invoice_id=$invoice_id"); - -} - -if (isset($_POST['export_tickets_csv'])) { - - enforceUserPermission('module_support', 2); - - if ($_POST['client_id']) { - $client_id = intval($_POST['client_id']); - $client_query = "WHERE ticket_client_id = $client_id"; - $client_name = getFieldById('clients', $client_id, 'client_name'); - $file_name_prepend = "$client_name-"; - } else { - $client_query = ''; - $client_name = ''; - $file_name_prepend = "$session_company_name-"; - } - - $sql = mysqli_query( - $mysqli, - "SELECT * FROM tickets - LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id - $client_query ORDER BY ticket_number ASC" - ); - - if ($sql->num_rows > 0) { - $delimiter = ","; - $enclosure = '"'; - $escape = '\\'; // backslash - $filename = sanitize_filename($file_name_prepend . "Tickets-" . date('Y-m-d_H-i-s') . ".csv"); - - //create a file pointer - $f = fopen('php://memory', 'w'); - - //set column headers - $fields = array('Ticket Number', 'Priority', 'Status', 'Subject', 'Date Opened', 'Date Resolved', 'Date Closed'); - fputcsv($f, $fields, $delimiter, $enclosure, $escape); - - //output each row of the data, format line as csv and write to file pointer - while ($row = $sql->fetch_assoc()) { - $lineData = array($config_ticket_prefix . $row['ticket_number'], $row['ticket_priority'], $row['ticket_status_name'], $row['ticket_subject'], $row['ticket_created_at'], $row['ticket_resolved_at'], $row['ticket_closed_at']); - fputcsv($f, $lineData, $delimiter, $enclosure, $escape); - } - - //move back to beginning of file - fseek($f, 0); - - //set headers to download file rather than displayed - header('Content-Type: text/csv'); - header('Content-Disposition: attachment; filename="' . $filename . '";'); - - //output all remaining data on a file pointer - fpassthru($f); - } - exit; - -} - -if (isset($_POST['edit_ticket_billable_status'])) { - - enforceUserPermission('module_support', 2); - enforceUserPermission('module_sales', 2); - - $ticket_id = intval($_POST['ticket_id']); - $billable_status = intval($_POST['billable_status']); - if ($billable_status == 0 ) { - $billable_wording = "Not"; - } - - // Get ticket details for logging - $sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_client_id FROM tickets WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $client_id = intval($row['ticket_client_id']); - - mysqli_query($mysqli,"UPDATE tickets SET ticket_billable = $billable_status WHERE ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name marked ticket $ticket_prefix$ticket_number as $billable_wording Billable", $client_id, $ticket_id); - - flash_alert("Ticket marked $billable_wording Billable"); - - redirect(); - -} - -if (isset($_POST['edit_ticket_schedule'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_POST['ticket_id']); - $onsite = intval($_POST['onsite']); - $schedule = sanitizeInput($_POST['scheduled_date_time']); - $ticket_link = "client/ticket.php?id=$ticket_id"; - $full_ticket_url = "https://$config_base_url/client/ticket.php?id=$ticket_id"; - $ticket_link_html = "$ticket_link"; - - mysqli_query($mysqli,"UPDATE tickets - SET ticket_schedule = '$schedule', ticket_onsite = $onsite - WHERE ticket_id = $ticket_id" - ); - - - // Check for other conflicting scheduled items based on 2 hr window - //TODO make this configurable - $start = date('Y-m-d H:i:s', strtotime($schedule) - 7200); - $end = date('Y-m-d H:i:s', strtotime($schedule) + 7200); - $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_schedule BETWEEN '$start' AND '$end' AND ticket_id != $ticket_id"); - if (mysqli_num_rows($sql) > 0) { - $conflicting_tickets = []; - while ($row = mysqli_fetch_assoc($sql)) { - $conflicting_tickets[] = $row['ticket_id'] . " - " . $row['ticket_subject'] . " @ " . $row['ticket_schedule']; - } - } - $sql = mysqli_query($mysqli, "SELECT * FROM tickets - LEFT JOIN clients ON ticket_client_id = client_id - LEFT JOIN contacts ON ticket_contact_id = contact_id - LEFT JOIN locations on contact_location_id = location_id - LEFT JOIN users ON ticket_assigned_to = user_id - WHERE ticket_id = $ticket_id - "); - - $row = mysqli_fetch_assoc($sql); - - $client_id = intval($row['ticket_client_id']); - $client_name = sanitizeInput($row['client_name']); - $ticket_details = sanitizeInput($row['ticket_details']); - $contact_name = sanitizeInput($row['contact_name']); - $contact_email = sanitizeInput($row['contact_email']); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $user_name = sanitizeInput($row['user_name']); - $user_email = sanitizeInput($row['user_email']); - $cal_subject = $ticket_number . ": " . $client_name . " - " . $ticket_subject; - $ticket_details_truncated = substr($ticket_details, 0, 100); - $cal_description = $ticket_details_truncated . " - " . $full_ticket_url; - $cal_location = sanitizeInput($row["location_address"]); - $email_datetime = date('l, F j, Y \a\t g:ia', strtotime($schedule)); - - if ($client_id) { - $client_uri = "&client_id=$client_id"; - } else { - $client_uri = ''; - } - - // Sanitize Config Vars - $config_ticket_from_email = sanitizeInput($config_ticket_from_email); - $config_ticket_from_name = sanitizeInput($config_ticket_from_name); - $session_company_name = sanitizeInput($session_company_name); - - - /// Create iCal event - $cal_str = createiCalStr($schedule, $cal_subject, $cal_description, $cal_location); - - // Notify the agent of the scheduled work - $data[] = [ - 'from' => $config_ticket_from_email, - 'from_name' => $config_ticket_from_name, - 'recipient' => $user_email, - 'recipient_name' => $user_name, - 'subject' => "Ticket Scheduled - [$ticket_prefix$ticket_number] - $ticket_subject", - 'body' => "Hello, " . $user_name . "

The ticket regarding $ticket_subject has been scheduled for $email_datetime.

--------------------------------
$ticket_link
--------------------------------

Please do not reply to this email.

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Portal: https://$config_base_url/agent/ticket.php?ticket_id=$ticket_id$client_uri

~
$session_company_name
Support Department
$config_ticket_from_email", - 'cal_str' => $cal_str - ]; - - if ($config_ticket_client_general_notifications) { - // Notify the ticket contact of the scheduled work - $data[] = [ - 'from' => $config_ticket_from_email, - 'from_name' => $config_ticket_from_name, - 'recipient' => $contact_email, - 'recipient_name' => $contact_name, - 'subject' => "Ticket Scheduled - [$ticket_prefix$ticket_number] - $ticket_subject", - 'body' => mysqli_escape_string($mysqli, "
- Hello, $contact_name -
- Your ticket regarding $ticket_subject has been scheduled for $email_datetime. -

- Access your ticket here -

- Please do not reply to this email. -

- Ticket: $ticket_prefix$ticket_number
- Subject: $ticket_subject
-

-
- ~
- $session_company_name
- Support Department
- $config_ticket_from_email
-
-
- This is an automated message. Please do not reply directly to this email. -
"), - 'cal_str' => $cal_str - ]; - - // Notify the watchers of the scheduled work - $sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id"); - - while ($row = mysqli_fetch_assoc($sql_watchers)) { - $watcher_email = sanitizeInput($row['watcher_email']); - $data[] = [ - 'from' => $config_ticket_from_email, - 'from_name' => $config_ticket_from_name, - 'recipient' => $watcher_email, - 'recipient_name' => $watcher_email, - 'subject' => "Ticket Scheduled - [$ticket_prefix$ticket_number] - $ticket_subject", - 'body' => mysqli_escape_string($mysqli, nullable_htmlentities("
- Hello, -
- The ticket regarding $ticket_subject has been scheduled for $email_datetime. -

- $ticket_link -

- Please do not reply to this email. -

- Ticket: $ticket_prefix$ticket_number
- Subject: $ticket_subject
- Portal: Access the ticket here -

-
- ~
- $session_company_name
- Support Department
- $config_ticket_from_email
-
-
- This is an automated message. Please do not reply directly to this email. -
")), - 'cal_str' => $cal_str - ]; - } - } - - // Send - $response = addToMailQueue($data); - - // Update ticket reply - $ticket_reply_note = "Ticket scheduled for $email_datetime " . (boolval($onsite) ? '(onsite).' : '(remote).'); - mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply_note', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name edited ticket schedule", $client_id, $ticket_id); - - customAction('ticket_schedule', $ticket_id); - - if (empty($conflicting_tickets)) { - flash_alert("Ticket scheduled for $email_datetime"); - redirect(); - } else { - $_SESSION['alert_type'] = "error"; - flash_alert("Ticket scheduled for $email_datetime. Yet there are conflicting tickets scheduled for the same time:
" . implode(",
", $conflicting_tickets), 'error'); - redirect("calendar.php"); - } - -} - -if (isset($_GET['cancel_ticket_schedule'])) { - - enforceUserPermission('module_support', 2); - - $ticket_id = intval($_GET['cancel_ticket_schedule']); - - $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); - $row = mysqli_fetch_assoc($sql); - - $client_id = intval($row['ticket_client_id']); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $ticket_schedule = sanitizeInput($row['ticket_schedule']); - $ticket_cal_str = sanitizeInput($row['ticket_cal_str']); - - if ($client_id) { - $client_uri = "&client_id=$client_id"; - } else { - $client_uri = ''; - } - - mysqli_query($mysqli, "UPDATE tickets SET ticket_schedule = NULL WHERE ticket_id = $ticket_id"); - - // Sanitize Config Vars - $config_ticket_from_email = sanitizeInput($config_ticket_from_email); - $config_ticket_from_name = sanitizeInput($config_ticket_from_name); - $session_company_name = sanitizeInput($session_company_name); - - //Create iCal event - $cal_str = createiCalStrCancel($ticket_cal_str); - - //Send emails - - $sql = mysqli_query($mysqli, "SELECT * FROM tickets - LEFT JOIN clients ON ticket_client_id = client_id - LEFT JOIN contacts ON ticket_contact_id = contact_id - LEFT JOIN locations on contact_location_id = location_id - LEFT JOIN users ON ticket_assigned_to = user_id - WHERE ticket_id = $ticket_id - "); - $row = mysqli_fetch_assoc($sql); - - $client_id = intval($row['ticket_client_id']); - $client_name = sanitizeInput($row['client_name']); - $ticket_details = sanitizeInput($row['ticket_details']); - $contact_name = sanitizeInput($row['contact_name']); - $contact_email = sanitizeInput($row['contact_email']); - $ticket_prefix = sanitizeInput($row['ticket_prefix']); - $ticket_number = intval($row['ticket_number']); - $ticket_subject = sanitizeInput($row['ticket_subject']); - $user_name = sanitizeInput($row['user_name']); - $user_email = sanitizeInput($row['user_email']); - - // Notify the agent of the cancellation - $data[] = [ - // User Email - 'from' => $config_ticket_from_email, - 'from_name' => $config_ticket_from_name, - 'recipient' => $user_email, - 'recipient_name' => $user_name, - 'subject' => "Ticket Schedule Cancelled - [$ticket_prefix$ticket_number] - $ticket_subject", - 'body' => "Hello, " . $user_name . "

Scheduled work for the ticket regarding $ticket_subject has been cancelled.

--------------------------------
$ticket_link
--------------------------------

Please do not reply to this email.

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Portal: https://$config_base_url/agent/ticket.php?id=$ticket_id&client_id=$client_id

~
$session_company_name
Support Department
$config_ticket_from_email", - 'cal_str' => $cal_str - ]; - - if ($config_ticket_client_general_notifications) { - // Notify the ticket contact of the cancellation - $data[] = [ - 'from' => $config_ticket_from_email, - 'from_name' => $config_ticket_from_name, - 'recipient' => $contact_email, - 'recipient_name' => $contact_name, - 'subject' => "Ticket Schedule Cancelled - [$ticket_prefix$ticket_number] - $ticket_subject", - 'body' => mysqli_escape_string($mysqli, "
- Hello, $contact_name -
- Scheduled work for your ticket regarding $ticket_subject has been cancelled. -

- Access your ticket here -

- Please do not reply to this email. -

- Ticket: $ticket_prefix$ticket_number
- Subject: $ticket_subject
-

-
- ~
- $session_company_name
- Support Department
- $config_ticket_from_email
-
-
- This is an automated message. Please do not reply directly to this email. -
"), - 'cal_str' => $cal_str - ]; - - // Notify the watchers of the cancellation - $sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id"); - while ($row = mysqli_fetch_assoc($sql_watchers)) { - $watcher_email = sanitizeInput($row['watcher_email']); - $data[] = [ - 'from' => $config_ticket_from_email, - 'from_name' => $config_ticket_from_name, - 'recipient' => $watcher_email, - 'recipient_name' => $watcher_email, - 'subject' => "Ticket Schedule Cancelled - [$ticket_prefix$ticket_number] - $ticket_subject", - 'body' => mysqli_escape_string($mysqli, nullable_htmlentities("
- Hello, -
- Scheduled work for the ticket regarding $ticket_subject has been cancelled. -

- $ticket_link -

- Please do not reply to this email. -

- Ticket: $ticket_prefix$ticket_number
- Subject: $ticket_subject
- Portal: Access the ticket here -

-
- ~
- $session_company_name
- Support Department
- $config_ticket_from_email
-
-
- This is an automated message. Please do not reply directly to this email. -
")), - 'cal_str' => $cal_str - ]; - } - } - - // Send email(s) - addToMailQueue($data); - - // Update ticket reply - $ticket_reply_note = "Ticket schedule cancelled."; - mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply_note', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); - - logAction("Ticket", "Edit", "$session_name cancelled ticket schedule", $client_id, $ticket_id); - - customAction('ticket_unschedule', $ticket_id); - - flash_alert("Ticket schedule cancelled", 'error'); - - redirect(); - -} + + if ($d !== false) { + $due = "'" . $d->format('Y-m-d H:i:s') . "'"; // wrap in quotes for SQL + } else { + $due = 'NULL'; // fallback if invalid + } + } + + // Add the primary contact as the ticket contact if "Use primary contact" is checked + if ($use_primary_contact == 1) { + $sql = mysqli_query($mysqli, "SELECT contact_id FROM contacts WHERE contact_client_id = $client_id AND contact_primary = 1"); + $row = mysqli_fetch_assoc($sql); + $contact = intval($row['contact_id']); + } + + // Atomically increment and get the new ticket number + mysqli_query($mysqli, " + UPDATE settings + SET + config_ticket_next_number = LAST_INSERT_ID(config_ticket_next_number), + config_ticket_next_number = config_ticket_next_number + 1 + WHERE company_id = 1 + "); + + $ticket_number = mysqli_insert_id($mysqli); + + // Sanitize Config Vars from get_settings.php and Session Vars from check_login.php + $config_ticket_prefix = sanitizeInput($config_ticket_prefix); + $config_ticket_from_name = sanitizeInput($config_ticket_from_name); + $config_ticket_from_email = sanitizeInput($config_ticket_from_email); + $config_base_url = sanitizeInput($config_base_url); + + //Generate a unique URL key for clients to access + $url_key = randomString(32); + + mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_source = 'Agent', ticket_category = $category_id, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_billable = '$billable', ticket_status = '$ticket_status', ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_created_by = $session_user_id, ticket_assigned_to = $assigned_to, ticket_contact_id = $contact, ticket_url_key = '$url_key', ticket_due_at = $due, ticket_client_id = $client_id, ticket_invoice_id = 0, ticket_project_id = $project_id"); + + $ticket_id = mysqli_insert_id($mysqli); + + // Add Tasks from Template if Template was selected + if($ticket_template_id) { + // Get Associated Tasks from the ticket template + $sql_task_templates = mysqli_query($mysqli, "SELECT * FROM task_templates WHERE task_template_ticket_template_id = $ticket_template_id"); + + if (mysqli_num_rows($sql_task_templates) > 0) { + while ($row = mysqli_fetch_assoc($sql_task_templates)) { + $task_order = intval($row['task_template_order']); + $task_name = sanitizeInput($row['task_template_name']); + $task_completion_estimate = intval($row['task_template_completion_estimate']); + + mysqli_query($mysqli,"INSERT INTO tasks SET task_name = '$task_name', task_order = $task_order, task_completion_estimate = $task_completion_estimate, task_ticket_id = $ticket_id"); + } + } + } + + // Add Watchers + if (isset($_POST['watchers'])) { + foreach ($_POST['watchers'] as $watcher) { + $watcher_email = sanitizeInput($watcher); + mysqli_query($mysqli, "INSERT INTO ticket_watchers SET watcher_email = '$watcher_email', watcher_ticket_id = $ticket_id"); + } + } + + // Add Additional Assets + if (isset($_POST['additional_assets'])) { + foreach ($_POST['additional_assets'] as $additional_asset) { + $additional_asset_id = intval($additional_asset); + mysqli_query($mysqli, "INSERT INTO ticket_assets SET ticket_id = $ticket_id, asset_id = $additional_asset_id"); + } + } + + // E-mail client + if ((!empty($config_smtp_host) || !empty($config_smtp_provider)) && $config_ticket_client_general_notifications == 1) { + + // 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, 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 + WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + + $contact_name = sanitizeInput($row['contact_name']); + $contact_email = sanitizeInput($row['contact_email']); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_category = sanitizeInput($row['ticket_category']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']); + $ticket_priority = sanitizeInput($row['ticket_priority']); + $ticket_status = sanitizeInput($row['ticket_status']); + $ticket_status_name = sanitizeInput(getTicketStatusName($row['ticket_status'])); + $client_id = intval($row['ticket_client_id']); + $ticket_created_by = intval($row['ticket_created_by']); + $ticket_assigned_to = intval($row['ticket_assigned_to']); + + // Get Company Phone Number + $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); + $row = mysqli_fetch_assoc($sql); + $company_name = sanitizeInput($row['company_name']); + $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); + + // EMAILING + + $subject = "Ticket Created [$ticket_prefix$ticket_number] - $ticket_subject"; + $body = "##- Please type your reply above this line -##

Hello $contact_name,

A ticket regarding \"$ticket_subject\" has been created for you.

--------------------------------
$ticket_details--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: Open
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; + + // Verify contact email is valid + if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { + + + // Email Ticket Contact + // Queue Mail + $data = []; + + $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 .= "

----------------------------------------
YOU HAVE BEEN ADDED AS A COLLABORATOR FOR THIS TICKET"; + while ($row = mysqli_fetch_assoc($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' => $body + ]; + } + addToMailQueue($data); + + // END EMAILING + + } + + // Custom action/notif handler + customAction('ticket_create', $ticket_id); + + logAction("Ticket", "Create", "$session_name created ticket $config_ticket_prefix$ticket_number - $ticket_subject", $client_id, $ticket_id); + + flash_alert("Ticket $config_ticket_prefix$ticket_number created"); + + redirect("ticket.php?client_id=$client_id&ticket_id=$ticket_id"); + +} + +if (isset($_POST['edit_ticket'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_POST['ticket_id']); + $contact_id = intval($_POST['contact']); + $assigned_to = intval($_POST['assigned_to']); + $notify = intval($_POST['contact_notify'] ?? 0); + $category_id = intval($_POST['category']); + $ticket_subject = sanitizeInput($_POST['subject']); + $billable = intval($_POST['billable'] ?? 0); + $ticket_priority = sanitizeInput($_POST['priority']); + $details = mysqli_real_escape_string($mysqli, $_POST['details']); + $vendor_ticket_number = sanitizeInput($_POST['vendor_ticket_number']); + $vendor_id = intval($_POST['vendor']); + $asset_id = intval($_POST['asset']); + $location_id = intval($_POST['location']); + $project_id = intval($_POST['project']); + // Validate/clean due field + $dueInput = $_POST['due'] ?? null; + if ($dueInput === null || trim($dueInput) === '') { + $due = 'NULL'; // prepare as SQL-safe string + } else { + $d = DateTime::createFromFormat('Y-m-d\TH:i', $dueInput); // for + if ($d !== false) { + $due = "'" . $d->format('Y-m-d H:i:s') . "'"; // wrap in quotes for SQL + } else { + $due = 'NULL'; // fallback if invalid + } + } + + mysqli_query($mysqli, "UPDATE tickets SET ticket_category = $category_id, ticket_subject = '$ticket_subject', ticket_priority = '$ticket_priority', ticket_billable = $billable, ticket_details = '$details', ticket_due_at = $due, ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_contact_id = $contact_id, ticket_assigned_to = $assigned_to, ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_project_id = $project_id WHERE ticket_id = $ticket_id"); + + // Add Additional Assets + if (isset($_POST['additional_assets'])) { + mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id"); + foreach ($_POST['additional_assets'] as $additional_asset) { + $additional_asset_id = intval($additional_asset); + mysqli_query($mysqli, "INSERT INTO ticket_assets SET ticket_id = $ticket_id, asset_id = $additional_asset_id"); + } + } else { + // If no additional assets are provided, delete them all + // This handles cases where the assets input might be cleared or not set at all. + mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id"); + } + + // Get contact/ticket details after update for logging / email purposes + $sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_category, ticket_details, ticket_status_name, ticket_created_by, ticket_assigned_to, ticket_url_key, ticket_client_id FROM tickets + LEFT JOIN clients ON ticket_client_id = client_id + LEFT JOIN contacts ON ticket_contact_id = contact_id + LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE ticket_id = $ticket_id + AND ticket_closed_at IS NULL"); + $row = mysqli_fetch_assoc($sql); + + $contact_name = sanitizeInput($row['contact_name']); + $contact_email = sanitizeInput($row['contact_email']); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_category = sanitizeInput($row['ticket_category']); + $ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']); + $ticket_status = sanitizeInput($row['ticket_status_name']); + $ticket_created_by = intval($row['ticket_created_by']); + $ticket_assigned_to = intval($row['ticket_assigned_to']); + $url_key = sanitizeInput($row['ticket_url_key']); + $client_id = intval($row['ticket_client_id']); + + // Notify new contact if selected + if ($notify && (!empty($config_smtp_host) || !empty($config_smtp_provider))) { + + // Get Company Name Phone Number and Sanitize for Email Sending + $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); + $row = mysqli_fetch_assoc($sql); + $company_name = sanitizeInput($row['company_name']); + $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); + + // Email content + $data = []; // Queue array + + $subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject"; + $body = "##- Please type your reply above this line -##

Hello $contact_name,

A ticket regarding \"$ticket_subject\" has been created for you.

--------------------------------
$ticket_details--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; + + + // Only add contact to email queue if email is valid + if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { + $data[] = [ + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $contact_email, + 'recipient_name' => $contact_name, + 'subject' => $subject, + 'body' => $body + ]; + } + + addToMailQueue($data); + } + + // Custom action/notif handler + customAction('ticket_update', $ticket_id); + + logAction("Ticket", "Edit", "$session_name edited ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); + + flash_alert("Ticket $ticket_prefix$ticket_number updated"); + + redirect(); + +} + +if (isset($_POST['edit_ticket_priority'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_POST['ticket_id']); + $priority = sanitizeInput($_POST['priority']); + $client_id = intval($_POST['client_id']); + + // Get ticket details before updating + $sql = mysqli_query($mysqli, "SELECT + ticket_prefix, ticket_number, ticket_priority, ticket_status_name, ticket_client_id + FROM tickets + LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE ticket_id = $ticket_id" + ); + $row = mysqli_fetch_assoc($sql); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $original_priority = sanitizeInput($row['ticket_priority']); + $ticket_status = sanitizeInput($row['ticket_status_name']); + $client_id = intval($row['ticket_client_id']); + + mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id"); + + // Update Ticket History + mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status', ticket_history_description = '$session_name changed priority from $original_priority to $priority', ticket_history_ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name changed priority from $original_priority to $priority for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); + + customAction('ticket_update', $ticket_id); + + flash_alert("Priority updated from $original_priority to $priority"); + + redirect(); + +} + +if (isset($_POST['edit_ticket_contact'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_POST['ticket_id']); + $contact_id = intval($_POST['contact']); + $notify = intval($_POST['contact_notify']) ?? 0; + + // Get Original contact, and ticket details + $sql = mysqli_query($mysqli, "SELECT + contact_name, ticket_prefix, ticket_number, ticket_status_name, ticket_subject, ticket_details, ticket_url_key, ticket_client_id + FROM tickets + LEFT JOIN contacts ON ticket_contact_id = contact_id + LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE ticket_id = $ticket_id" + ); + $row = mysqli_fetch_assoc($sql); + + // Original contact + $original_contact_name = !empty($row['contact_name']) ? sanitizeInput($row['contact_name']) : 'No one'; + + // Ticket details + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_status = sanitizeInput($row['ticket_status_name']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']); + $url_key = sanitizeInput($row['ticket_url_key']); + $client_id = intval($row['ticket_client_id']); + + // Update the contact + mysqli_query($mysqli, "UPDATE tickets SET ticket_contact_id = $contact_id WHERE ticket_id = $ticket_id"); + + // Get New contact details + $sql = mysqli_query($mysqli, "SELECT contact_name, contact_email FROM contacts WHERE contact_id = $contact_id"); + $row = mysqli_fetch_assoc($sql); + + $contact_name = !empty($row['contact_name']) ? sanitizeInput($row['contact_name']) : 'No one'; + $contact_email = sanitizeInput($row['contact_email']); + + // Notify new contact (if selected, valid & configured) + if ($notify && filter_var($contact_email, FILTER_VALIDATE_EMAIL) && (!empty($config_smtp_host) || !empty($config_smtp_provider))) { + + // Get Company Phone Number + $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); + $row = mysqli_fetch_assoc($sql); + $company_name = sanitizeInput($row['company_name']); + $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); + + $config_ticket_from_email = sanitizeInput($config_ticket_from_email); + $config_ticket_from_name = sanitizeInput($config_ticket_from_name); + + // Email content + $data = []; // Queue array + + $subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject"; + $body = "##- Please type your reply above this line -##

Hello $contact_name,

A ticket regarding \"$ticket_subject\" has been created for you.

--------------------------------
$ticket_details--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; + + $data[] = [ + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $contact_email, + 'recipient_name' => $contact_name, + 'subject' => $subject, + 'body' => $body + ]; + + addToMailQueue($data); + } + + // Custom action/notif handler + customAction('ticket_update', $ticket_id); + + // Update Ticket History + mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status', ticket_history_description = '$session_name changed the contact from $original_contact_name to $contact_name', ticket_history_ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name changed the contact from $original_contact_name to $contact_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); + + flash_alert("Contact changed from $original_contact_name to $contact_name"); + + redirect(); + +} + +if (isset($_POST['edit_ticket_project'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_POST['ticket_id']); + $project_id = intval($_POST['project']); + + $project_name = sanitizeInput(getFieldById('projects', $project_id, 'project_name')); + $client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id')); + $ticket_prefix = sanitizeInput(getFieldById('tickets', $ticket_id, 'ticket_prefix')); + $ticket_number = sanitizeInput(getFieldById('tickets', $ticket_id, 'ticket_number')); + + mysqli_query($mysqli, "UPDATE tickets SET ticket_project_id = $project_id WHERE ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name set ticket $ticket_prefix$ticket_number project to $project_name", $client_id, $ticket_id); + + flash_alert("Project changed to $project_name for Ticket $ticket_prefix$ticket_number"); + + redirect(); + +} + +if (isset($_POST['add_ticket_watcher'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_POST['ticket_id']); + $watcher_emails = preg_split("/,| |;/", $_POST['watcher_email']); // Split on comma, semicolon or space, we sanitize later + $notify = intval($_POST['watcher_notify'] ?? 0); + + // Get contact/ticket details + $sql = mysqli_query($mysqli, "SELECT 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 contacts ON ticket_contact_id = contact_id + LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE ticket_id = $ticket_id + AND ticket_closed_at IS NULL"); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_category = sanitizeInput($row['ticket_category']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']); + $ticket_priority = sanitizeInput($row['ticket_priority']); + $ticket_status = sanitizeInput($row['ticket_status_name']); + $url_key = sanitizeInput($row['ticket_url_key']); + $client_id = intval($row['ticket_client_id']); + $ticket_created_by = intval($row['ticket_created_by']); + $ticket_assigned_to = intval($row['ticket_assigned_to']); + + // Get Company Phone Number + $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); + $row = mysqli_fetch_assoc($sql); + $company_name = sanitizeInput($row['company_name']); + $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); + + // Process each watcher in list + foreach ($watcher_emails as $watcher_email) { + + if (filter_var($watcher_email, FILTER_VALIDATE_EMAIL)) { + + $watcher_email = sanitizeInput($watcher_email); + + mysqli_query($mysqli, "INSERT INTO ticket_watchers SET watcher_email = '$watcher_email', watcher_ticket_id = $ticket_id"); + + // Notify watcher + if ($notify && (!empty($config_smtp_host) || !empty($config_smtp_provider))) { + + + + // Email content + $data = []; // Queue array + + $subject = "Ticket Notification - [$ticket_prefix$ticket_number] - $ticket_subject"; + $body = "##- Please type your reply above this line -##

Hello,

You have been added as a collaborator on this ticket regarding \"$ticket_subject\".

--------------------------------
$ticket_details--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status
Guest link: https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key

--
$company_name - Support
$config_ticket_from_email
$company_phone"; + + $data[] = [ + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $watcher_email, + 'recipient_name' => $watcher_email, + 'subject' => $subject, + 'body' => $body + ]; + + addToMailQueue($data); + } + + logAction("Ticket", "Edit", "$session_name added $watcher_email as a watcher for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); + } + + } + + flash_alert("Added watcher(s)"); + + redirect(); + +} + +if (isset($_GET['delete_ticket_watcher'])) { + + enforceUserPermission('module_support', 2); + + $watcher_id = intval($_GET['delete_ticket_watcher']); + + // Get ticket / watcher details for logging + $sql = mysqli_query($mysqli, "SELECT watcher_email, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id, ticket_id FROM ticket_watchers + LEFT JOIN tickets ON watcher_ticket_id = ticket_id + LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE watcher_id = $watcher_id" + ); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_status_name = sanitizeInput($row['ticket_status_name']); + $watcher_email = sanitizeInput($row['watcher_email']); + $client_id = intval($row['ticket_client_id']); + $ticket_id = intval($row['ticket_id']); + + mysqli_query($mysqli, "DELETE FROM ticket_watchers WHERE watcher_id = $watcher_id"); + + // History + mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status_name', ticket_history_description = '$session_name removed ticket $watcher_email as a watcher', ticket_history_ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name removed $watcher_email as a watcher for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); + + flash_alert("Removed ticket watcher $watcher_email", 'error'); + + redirect(); + +} + +if (isset($_GET['delete_ticket_additional_asset'])) { + + enforceUserPermission('module_support', 2); + + $asset_id = intval($_GET['delete_ticket_additional_asset']); + $ticket_id = intval($_GET['ticket_id']); + + // Get ticket / asset details for logging + $sql = mysqli_query($mysqli, "SELECT asset_name, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id FROM assets + JOIN tickets ON ticket_id = $ticket_id + JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE asset_id = $asset_id" + ); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_status_name = sanitizeInput($row['ticket_status_name']); + $asset_name = sanitizeInput($row['asset_name']); + $client_id = intval($row['ticket_client_id']); + + mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id AND asset_id = $asset_id"); + + // History + mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status_name', ticket_history_description = '$session_name removed additional asset $asset_name', ticket_history_ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name removed asset $asset_name from ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); + + flash_alert("Removed asset $asset_name from ticket.", 'error'); + + redirect(); + +} + +if (isset($_POST['edit_ticket_asset'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_POST['ticket_id']); + $asset_id = intval($_POST['asset']); + + mysqli_query($mysqli, "UPDATE tickets SET ticket_asset_id = $asset_id WHERE ticket_id = $ticket_id"); + + // Add Additional Assets + if (isset($_POST['additional_assets'])) { + mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id"); + foreach ($_POST['additional_assets'] as $additional_asset) { + $additional_asset_id = intval($additional_asset); + mysqli_query($mysqli, "INSERT INTO ticket_assets SET ticket_id = $ticket_id, asset_id = $additional_asset_id"); + } + } else { + // If no additional assets are provided, delete them all + // This handles cases where the assets input might be cleared or not set at all. + mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id"); + } + + // Get ticket / asset details for logging + $sql = mysqli_query($mysqli, "SELECT asset_name, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id FROM assets + LEFT JOIN tickets ON ticket_asset_id = asset_id + LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE ticket_id = $ticket_id" + ); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_status_name = sanitizeInput($row['ticket_status_name']); + $asset_name = sanitizeInput($row['asset_name']); + $client_id = intval($row['ticket_client_id']); + + logAction("Ticket", "Edit", "$session_name changed asset to $asset_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); + + flash_alert("Ticket $ticket_prefix$ticket_number asset updated to $asset_name"); + + redirect(); + +} + +if (isset($_POST['edit_ticket_vendor'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_POST['ticket_id']); + $vendor_id = intval($_POST['vendor']); + + mysqli_query($mysqli, "UPDATE tickets SET ticket_vendor_id = $vendor_id WHERE ticket_id = $ticket_id"); + + // Get ticket / vendor details for logging + $sql = mysqli_query($mysqli, "SELECT vendor_name, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id FROM vendors + LEFT JOIN tickets ON ticket_vendor_id = $vendor_id + LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE ticket_id = $ticket_id" + ); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_status_name = sanitizeInput($row['ticket_status_name']); + $vendor_name = sanitizeInput($row['vendor_name']); + $client_id = intval($row['ticket_client_id']); + + logAction("Ticket", "Edit", "$session_name set vendor to $vendor_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); + + flash_alert("Set vendor to $vendor_name for ticket $ticket_prefix$ticket_number"); + + redirect(); + +} + +if (isset($_POST['assign_ticket'])) { + + enforceUserPermission('module_support', 2); + + // POST variables + $ticket_id = intval($_POST['ticket_id']); + $assigned_to = intval($_POST['assigned_to']); + $ticket_status = intval($_POST['ticket_status']); + + // New > Open as assigned + if ($ticket_status == 1 && $assigned_to !== 0) { + $ticket_status = 2; + } + + // Allow for un-assigning tickets + if ($assigned_to == 0) { + $ticket_reply = "Ticket unassigned."; + $agent_name = "No One"; + } else { + // Get & verify assigned agent details + $agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users WHERE users.user_id = $assigned_to"); + $agent_details = mysqli_fetch_assoc($agent_details_sql); + + $agent_name = sanitizeInput($agent_details['user_name']); + $agent_email = sanitizeInput($agent_details['user_email']); + $ticket_reply = "Ticket re-assigned to $agent_name."; + + if (!$agent_name) { + flash_alert("Invalid agent!", 'error'); + redirect(); + } + } + + // Get & verify ticket details + $ticket_details_sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_client_id, client_name FROM tickets LEFT JOIN clients ON ticket_client_id = client_id WHERE ticket_id = '$ticket_id' AND ticket_status != 5"); + $ticket_details = mysqli_fetch_assoc($ticket_details_sql); + + $ticket_prefix = sanitizeInput($ticket_details['ticket_prefix']); + $ticket_number = intval($ticket_details['ticket_number']); + $ticket_subject = sanitizeInput($ticket_details['ticket_subject']); + $client_id = intval($ticket_details['ticket_client_id']); + $client_name = sanitizeInput($ticket_details['client_name']); + + if (!$ticket_subject) { + flash_alert("Invalid ticket!", 'error'); + redirect(); + } + + if ($client_id) { + $client_uri = "&client_id=$client_id"; + } else { + $client_uri = ''; + } + + // Update ticket & insert reply + mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assigned_to, ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id"); + + mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name reassigned $ticket_prefix$ticket_number to $agent_name", $client_id, $ticket_id); + + + // Notification + if ($session_user_id != $assigned_to && $assigned_to != 0) { + + // App Notification + mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = 'Ticket $ticket_prefix$ticket_number - Subject: $ticket_subject has been assigned to you by $session_name', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', notification_client_id = $client_id, notification_user_id = $assigned_to"); + + // Email Notification + if ((!empty($config_smtp_host) || !empty($config_smtp_provider))) { + + // Sanitize Config vars from get_settings.php + $config_ticket_from_name = sanitizeInput($config_ticket_from_name); + $config_ticket_from_email = sanitizeInput($config_ticket_from_email); + $company_name = sanitizeInput($session_company_name); + + $subject = "$config_app_name - Ticket $ticket_prefix$ticket_number assigned to you - $ticket_subject"; + $body = "Hi $agent_name,

A ticket has been assigned to you!

Client: $client_name
Ticket Number: $ticket_prefix$ticket_number
Subject: $ticket_subject

https://$config_base_url/agent/ticket.php?ticket_id=$ticket_id$client_uri

Thanks,
$session_name
$company_name"; + + // Email Ticket Agent + // Queue Mail + $data = [ + [ + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $agent_email, + 'recipient_name' => $agent_name, + 'subject' => $subject, + 'body' => $body, + ] + ]; + addToMailQueue($data); + } + } + + customAction('ticket_assign', $ticket_id); + + flash_alert("Ticket $ticket_prefix$ticket_number assigned to $agent_name"); + + redirect(); + +} + +if (isset($_GET['delete_ticket'])) { + + validateCSRFToken($_GET['csrf_token']); + + enforceUserPermission('module_support', 3); + + $ticket_id = intval($_GET['delete_ticket']); + + // Get Ticket and Client ID for logging and alert message + $sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_closed_at, ticket_client_id FROM tickets WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = sanitizeInput($row['ticket_number']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $ticket_status = sanitizeInput($row['ticket_status']); + $ticket_closed_at = sanitizeInput($row['ticket_closed_at']); + $client_id = intval($row['ticket_client_id']); + + if (empty($ticket_closed_at)) { + mysqli_query($mysqli, "DELETE FROM tickets WHERE ticket_id = $ticket_id"); + + // Delete all ticket replies + mysqli_query($mysqli, "DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id"); + + // Delete all ticket views + mysqli_query($mysqli, "DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id"); + + // Delete ticket watchers + mysqli_query($mysqli, "DELETE FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id"); + + // Delete Ticket Attachements + mysqli_query($mysqli, "DELETE FROM ticket_attachments WHERE ticket_attachment_ticket_id = $ticket_id"); + removeDirectory("../uploads/tickets/$ticket_id"); + + // No Need to delete ticket assets as this is cascadely deleted via the database. + + logAction("Ticket", "Delete", "$session_name deleted $ticket_prefix$ticket_number along with all replies", $client_id); + + flash_alert("Ticket $ticket_prefix$ticket_number along with all replies deleted", 'error'); + + customAction('ticket_delete', $ticket_id); + + redirect("tickets.php"); + } + +} + +if (isset($_POST['bulk_delete_tickets'])) { + + validateCSRFToken($_POST['csrf_token']); + + enforceUserPermission('module_support', 3); + + if (isset($_POST['ticket_ids'])) { + + $count = count($_POST['ticket_ids']); + + // Cycle through array and delete each recurring scheduled ticket + foreach ($_POST['ticket_ids'] as $ticket_id) { + + $ticket_id = intval($ticket_id); + mysqli_query($mysqli, "DELETE FROM tickets WHERE ticket_id = $ticket_id"); + + // Delete all ticket replies + mysqli_query($mysqli, "DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id"); + + // Delete all ticket views + mysqli_query($mysqli, "DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id"); + + // Delete ticket watchers + mysqli_query($mysqli, "DELETE FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id"); + + // Delete Ticket Attachements + mysqli_query($mysqli, "DELETE FROM ticket_attachments WHERE ticket_attachment_ticket_id = $ticket_id"); + removeDirectory("../uploads/tickets/$ticket_id"); + + // No Need to delete ticket assets as this is cascadely deleted via the database. + + logAction("Ticket", "Delete", "$session_name deleted ticket", 0, $ticket_id); + + } + + logAction("Ticket", "Bulk Delete", "$session_name deleted $count ticket(s)"); + + flash_alert("Deleted $count ticket(s)", 'error'); + } + + redirect(); + +} + +if (isset($_POST['bulk_assign_ticket'])) { + + enforceUserPermission('module_support', 2); + + // POST variables + $assign_to = intval($_POST['assign_to']); + + // Get a Ticket Count + $ticket_count = count($_POST['ticket_ids']); + + // Assign Tech to Selected Tickets + if (!empty($_POST['ticket_ids'])) { + foreach ($_POST['ticket_ids'] as $ticket_id) { + $ticket_id = intval($ticket_id); + + $sql = mysqli_query($mysqli, "SELECT * FROM tickets LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_status = intval($row['ticket_status']); + $ticket_name = sanitizeInput($row['ticket_name']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $client_id = intval($row['ticket_client_id']); + + if ($ticket_status == 1 && $assigned_to !== 0) { + $ticket_status = 2; + } + + // Allow for un-assigning tickets + if ($assign_to == 0) { + $ticket_reply = "Ticket unassigned, pending re-assignment."; + $agent_name = "No One"; + } else { + // Get & verify assigned agent details + $agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users LEFT JOIN user_settings ON users.user_id = user_settings.user_id WHERE users.user_id = $assign_to"); + $agent_details = mysqli_fetch_assoc($agent_details_sql); + + $agent_name = sanitizeInput($agent_details['user_name']); + $agent_email = sanitizeInput($agent_details['user_email']); + $ticket_reply = "Ticket re-assigned to $agent_name."; + + if (!$agent_name) { + flash_alert("Invalid agent!", 'error'); + redirect(); + } + } + + // Update ticket & insert reply + mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assign_to, ticket_status = $ticket_status WHERE ticket_id = $ticket_id"); + + mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name reassigned ticket $ticket_prefix$ticket_number to $agent_name", $client_id, $ticket_id); + + customAction('ticket_assign', $ticket_id); + + $tickets_assigned_body .= "$ticket_prefix$ticket_number - $ticket_subject
"; + } // End For Each Ticket ID Loop + + // Notification + if ($session_user_id != $assign_to && $assign_to != 0) { + + // App Notification + mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '$ticket_count Tickets have been assigned to you by $session_name', notification_action = 'tickets.php?status=Open&assigned=$assign_to', notification_client_id = $client_id, notification_user_id = $assign_to"); + + // Agent Email Notification + if ((!empty($config_smtp_host) || !empty($config_smtp_provider))) { + + // Sanitize Config vars from get_settings.php + $config_ticket_from_name = sanitizeInput($config_ticket_from_name); + $config_ticket_from_email = sanitizeInput($config_ticket_from_email); + $company_name = sanitizeInput($session_company_name); + + $subject = "$config_app_name - $ticket_count tickets have been assigned to you"; + $body = "Hi $agent_name,

$session_name assigned $ticket_count tickets to you!

$tickets_assigned_body
Thanks,
$session_name
$company_name"; + + // Email Ticket Agent + // Queue Mail + $data = [ + [ + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $agent_email, + 'recipient_name' => $agent_name, + 'subject' => $subject, + 'body' => $body, + ] + ]; + addToMailQueue($data); + } + } + } + + flash_alert("You assigned $ticket_count Tickets to $agent_name"); + + redirect(); + +} + +if (isset($_POST['bulk_edit_ticket_priority'])) { + + enforceUserPermission('module_support', 2); + + // POST variables + $priority = sanitizeInput($_POST['bulk_priority']); + + // Assign Tech to Selected Tickets + if (isset($_POST['ticket_ids'])) { + + // Get a Ticket Count + $ticket_count = count($_POST['ticket_ids']); + + foreach ($_POST['ticket_ids'] as $ticket_id) { + $ticket_id = intval($ticket_id); + + $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $original_ticket_priority = sanitizeInput($row['ticket_priority']); + $client_id = intval($row['ticket_client_id']); + + // Update ticket & insert reply + mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id"); + + mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$session_name updated the priority from $current_ticket_priority to $priority', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name updated the priority on ticket $ticket_prefix$ticket_number - $ticket_subject from $original_ticket_priority to $priority", $client_id, $ticket_id); + + customAction('ticket_update', $ticket_id); + } // End For Each Ticket ID Loop + + logAction("Ticket", " Bulk Edit", "$session_name updated the priority on $ticket_count"); + + flash_alert("You updated the priority for $ticket_count Tickets to $priority"); + } + + redirect(); + +} + +if (isset($_POST['bulk_edit_ticket_category'])) { + + enforceUserPermission('module_support', 2); + + // POST variables + $category_id = intval($_POST['bulk_category']); + + // Assign Tech to Selected Tickets + if (isset($_POST['ticket_ids'])) { + + // Get a Ticket Count + $ticket_count = count($_POST['ticket_ids']); + + foreach ($_POST['ticket_ids'] as $ticket_id) { + $ticket_id = intval($ticket_id); + + $sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, category_name, ticket_client_id FROM tickets LEFT JOIN categories ON ticket_category = category_id WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $previous_ticket_category_name = sanitizeInput($row['category_name']); + $client_id = intval($row['ticket_client_id']); + + // Get Category Name + $category_name = sanitizeInput(getFieldById('categories', $category_id, 'category_name')); + + // Update ticket + mysqli_query($mysqli, "UPDATE tickets SET ticket_category = '$category_id' WHERE ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name updated the category on ticket $ticket_prefix$ticket_number - $ticket_subject from $previous_category_name to $category_name", $client_id, $ticket_id); + + customAction('ticket_update', $ticket_id); + } // End For Each Ticket ID Loop + + logAction("Ticket", " Bulk Edit", "$session_name updated the category to $category_name on $ticket_count"); + + flash_alert("Category set to $category_name for $ticket_count Tickets"); + } + + redirect(); + +} + +if (isset($_POST['bulk_merge_tickets'])) { + + enforceUserPermission('module_support', 2); + + $merge_into_ticket_number = intval($_POST['merge_into_ticket_number']); // Parent ticket *number* + $merge_comment = sanitizeInput($_POST['merge_comment']); // Merge comment + $ticket_reply_type = 'Internal'; // Default all replies to internal + + // NEW PARENT ticket details + // Get merge into ticket id (as it may differ from the number) + $sql = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_number = $merge_into_ticket_number"); + if (mysqli_num_rows($sql) == 0) { + flash_alert("Cannot merge into that ticket.", 'error'); + redirect(); + } + $merge_row = mysqli_fetch_assoc($sql); + $merge_into_ticket_id = intval($merge_row['ticket_id']); // Parent ticket ID + + // Update & Close the selected tickets + if (isset($_POST['ticket_ids'])) { + + $ticket_count = count($_POST['ticket_ids']); // Get a ticket count + + foreach ($_POST['ticket_ids'] as $ticket_id) { + $ticket_id = intval($ticket_id); + + if ($ticket_id !== $merge_into_ticket_id) { + + $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($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 $ticket_prefix$merge_into_ticket_number. 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 + 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.

$ticket_subject
$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); + + // Custom action/notif handler + customAction('ticket_merge', $ticket_id); + + } + } // End For Each Ticket ID Loop + + mysqli_query($mysqli, "UPDATE tickets SET ticket_updated_at = NOW() WHERE ticket_id = $merge_into_ticket_id"); + + flash_alert("$ticket_count tickets merged into $ticket_prefix$merge_into_ticket_number"); + + } + + redirect(); + +} + +if (isset($_POST['bulk_resolve_tickets'])) { + + enforceUserPermission('module_support', 2); + + // POST variables + $details = mysqli_escape_string($mysqli, $_POST['bulk_details']); + $ticket_reply_time_worked = sanitizeInput($_POST['time']); + $private_note = intval($_POST['bulk_private_note']); + if ($private_note == 1) { + $ticket_reply_type = 'Internal'; + } else { + $ticket_reply_type = 'Public'; + } + + // Resolve Selected Tickets + if (isset($_POST['ticket_ids'])) { + + // Intitialze the counts before the loop + $ticket_count = 0; + $skipped_count = 0; + + foreach ($_POST['ticket_ids'] as $ticket_id) { + $ticket_id = intval($ticket_id); + + // Check to make sure Tasks are complete before resolving + $row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT COUNT('task_id') AS num FROM tasks WHERE task_completed_at IS NULL AND task_ticket_id = $ticket_id")); + $num_of_open_tasks = $row['num']; + + if ($num_of_open_tasks == 0) { + // Count the Ticket Loop + $ticket_count++; + + $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($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 = $ticket_id"); + } + + // Update ticket & insert reply + mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id"); + + mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$details', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '$ticket_reply_time_worked', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); + + logAction("Ticket", "Resolve", "$session_name resolved $ticket_prefix$ticket_number - $ticket_subject", $client_id, $ticket_id); + + customAction('ticket_resolve', $ticket_id); + + // Client notification email + if ((!empty($config_smtp_host) || !empty($config_smtp_provider)) && $config_ticket_client_general_notifications == 1 && $private_note == 0) { + + // Get Contact details + $ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email FROM tickets + LEFT JOIN contacts ON ticket_contact_id = contact_id + WHERE ticket_id = $ticket_id + "); + $row = mysqli_fetch_assoc($ticket_sql); + + $contact_name = sanitizeInput($row['contact_name']); + $contact_email = sanitizeInput($row['contact_email']); + + // Sanitize Config vars from get_settings.php + $from_name = sanitizeInput($config_ticket_from_name); + $from_email = sanitizeInput($config_ticket_from_email); + $base_url = sanitizeInput($config_base_url); + + // Get Company Info + $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); + $row = mysqli_fetch_assoc($sql); + $company_name = sanitizeInput($row['company_name']); + $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); + + // EMAIL + $subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)"; + $body = "##- Please type your reply above this line -##

Hello $contact_name,

Your ticket regarding \"$ticket_subject\" has been marked as solved and is pending closure.

$details

If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or re-open to let us know!

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Portal: https://$base_url/client/ticket.php?id=$ticket_id

--
$company_name - Support
$config_ticket_from_email
$company_phone"; + + // Check email valid + if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { + + $data = []; + + // Email Ticket Contact + // Queue Mail + + $data[] = [ + 'from' => $from_email, + 'from_name' => $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 .= "

----------------------------------------
YOU ARE A COLLABORATOR ON THIS TICKET"; + while ($row = mysqli_fetch_assoc($sql_watchers)) { + $watcher_email = sanitizeInput($row['watcher_email']); + + // Queue Mail + $data[] = [ + 'from' => $from_email, + 'from_name' => $from_name, + 'recipient' => $watcher_email, + 'recipient_name' => $watcher_email, + 'subject' => $subject, + 'body' => $body + ]; + } + addToMailQueue($data); + } // End Mail IF + } else { + $skipped_count++; + } // End Task Check + } // End Loop + } // End Array Empty Check + + flash_alert("Resolved $ticket_count Tickets"); + + if ($skipped_count > 0) { + flash_alert("Resolved $ticket_count Tickets $skipped_count ticket(s) could not be resolved because they have open tasks.", 'info'); + } + + redirect(); + +} + +if (isset($_POST['bulk_ticket_reply'])) { + + enforceUserPermission('module_support', 2); + + // POST variables + $ticket_reply = mysqli_escape_string($mysqli, $_POST['bulk_reply_details']); + $ticket_status = intval($_POST['bulk_status']); + $ticket_reply_time_worked = sanitizeInput($_POST['time']); + $private_note = intval($_POST['bulk_private_reply']); + if ($private_note == 1) { + $ticket_reply_type = 'Internal'; + } else { + $ticket_reply_type = 'Public'; + } + + // Loop Through Tickets and Add Reply along with Email notifications + if (isset($_POST['ticket_ids'])) { + + // Get a Ticket Count + $ticket_count = count($_POST['ticket_ids']); + + foreach ($_POST['ticket_ids'] as $ticket_id) { + $ticket_id = intval($ticket_id); + + $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($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 ($client_id) { + $client_uri = "&client_id=$client_id"; + } else { + $client_uri = ''; + } + + // Mark FR time if required + if (empty($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"); + + $ticket_reply_id = mysqli_insert_id($mysqli); + + // Update Ticket Status + mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id"); + + logAction("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id); + + // Custom action/notif handler + if ($ticket_reply_type == 'Internal') { + customAction('ticket_reply_agent_internal', $ticket_id); + } else { + customAction('reply_reply_agent_public', $ticket_id); + } + + // Resolve the ticket, if set + if ($ticket_status == 4) { + mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id"); + + // Logging + logAction("Ticket", "Resolved", "$session_name resolved Ticket $ticket_prefix$ticket_number", $client_id, $ticket_id); + + customAction('ticket_resolve', $ticket_id); + } + + // Get Contact Details + $sql = mysqli_query( + $mysqli, + "SELECT contact_name, contact_email, ticket_created_by, ticket_assigned_to + FROM tickets + LEFT JOIN contacts ON ticket_contact_id = contact_id + WHERE ticket_id = $ticket_id" + ); + + $row = mysqli_fetch_assoc($sql); + + $contact_name = sanitizeInput($row['contact_name']); + $contact_email = sanitizeInput($row['contact_email']); + $ticket_created_by = intval($row['ticket_created_by']); + $ticket_assigned_to = intval($row['ticket_assigned_to']); + + // Sanitize Config vars from get_settings.php + $from_name = sanitizeInput($config_ticket_from_name); + $from_email = sanitizeInput($config_ticket_from_email); + $base_url = sanitizeInput($config_base_url); + + $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); + $row = mysqli_fetch_assoc($sql); + $company_name = sanitizeInput($row['company_name']); + $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); + + // Send e-mail to client if public update & email is set up + if ($private_note == 0 && (!empty($config_smtp_host) || !empty($config_smtp_provider))) { + + $subject = "Ticket update - [$ticket_prefix$ticket_number] - $ticket_subject"; + $body = "##- Please type your reply above this line -##

Hello $contact_name,

Your ticket regarding $ticket_subject has been updated.

--------------------------------
$ticket_reply
--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status_name
Portal: View ticket

--
$company_name - Support
$from_email
$company_phone"; + + if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { + + $data = []; + + // Email Ticket Contact + // Queue Mail + $data[] = [ + 'from' => $from_email, + 'from_name' => $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 .= "

----------------------------------------
YOU ARE A COLLABORATOR ON THIS TICKET"; + while ($row = mysqli_fetch_assoc($sql_watchers)) { + $watcher_email = sanitizeInput($row['watcher_email']); + + // Queue Mail + $data[] = [ + 'from' => $from_email, + 'from_name' => $from_name, + 'recipient' => $watcher_email, + 'recipient_name' => $watcher_email, + 'subject' => $subject, + 'body' => $body + ]; + } + addToMailQueue($data); + } //End Mail IF + + // Notification for assigned ticket user + 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: $ticket_subject that is assigned to you', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', 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: $ticket_subject that you opened', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', notification_client_id = $client_id, notification_user_id = $ticket_created_by"); + } + } // End Ticket Lopp + + } + + flash_alert("Updated $ticket_count tickets"); + + redirect(); + +} + + +// Currently not UI Frontend for this +if (isset($_POST['bulk_add_ticket_project'])) { + + enforceUserPermission('module_support', 2); + + // POST variables + $project_id = intval($_POST['project_id']); + + // Get Project Name + $sql = mysqli_query($mysqli, "SELECT project_name FROM projects WHERE project_id = $project_id"); + $row = mysqli_fetch_assoc($sql); + $project_name = sanitizeInput($row['project_name']); + + // Assign Project to Selected Tickets + if (isset($_POST['ticket_ids'])) { + + // Get a Ticket Count + $ticket_count = count($_POST['ticket_ids']); + + foreach ($_POST['ticket_ids'] as $ticket_id) { + $ticket_id = intval($ticket_id); + + $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $current_ticket_priority = sanitizeInput($row['ticket_priority']); + $client_id = intval($row['ticket_client_id']); + + // Update ticket & insert reply + mysqli_query($mysqli, "UPDATE tickets SET ticket_project_id = $project_id WHERE ticket_id = $ticket_id"); + + logAction("Ticket", "Reply", "$session_name added ticket $ticket_prefix$ticket_number - $ticket_subject to project $project_name", $client_id, $ticket_id); + + + } // End For Each Ticket ID Loop + + flash_alert("$ticket_count Tickets added to Project $project_name"); + + } + + redirect(); + +} + +if (isset($_POST['bulk_add_asset_ticket'])) { + + validateCSRFToken($_POST['csrf_token']); + + enforceUserPermission('module_support', 2); + + $assigned_to = intval($_POST['bulk_assigned_to']); + if ($assigned_to == 0) { + $ticket_status = 1; + } else { + $ticket_status = 2; + } + $subject = sanitizeInput($_POST['bulk_subject']); + $priority = sanitizeInput($_POST['bulk_priority']); + $category_id = intval($_POST['bulk_category']); + $details = mysqli_real_escape_string($mysqli, $_POST['bulk_details']); + $project_id = intval($_POST['bulk_project']); + $use_primary_contact = intval($_POST['use_primary_contact']); + $ticket_template_id = intval($_POST['bulk_ticket_template_id']); + $billable = intval($_POST['bulk_billable'] ?? 0); + + // Check to see if adding a ticket by template + if($ticket_template_id) { + $sql = mysqli_query($mysqli, "SELECT * FROM ticket_templates WHERE ticket_template_id = $ticket_template_id"); + $row = mysqli_fetch_assoc($sql); + + // Override Template Subject + if(empty($subject)) { + $subject = sanitizeInput($row['ticket_template_subject']); + } + $details = mysqli_escape_string($mysqli, $row['ticket_template_details']); + + // Get Associated Tasks from the ticket template + $sql_task_templates = mysqli_query($mysqli, "SELECT * FROM task_templates WHERE task_template_ticket_template_id = $ticket_template_id"); + + } + + // Create ticket for each selected asset + if (isset($_POST['asset_ids'])) { + + // Get a Asset Count + $asset_count = count($_POST['asset_ids']); + + foreach ($_POST['asset_ids'] as $asset_id) { + $asset_id = intval($asset_id); + + $sql = mysqli_query($mysqli, "SELECT * FROM assets WHERE asset_id = $asset_id"); + $row = mysqli_fetch_assoc($sql); + + $asset_name = sanitizeInput($row['asset_name']); + $client_id = intval($row['asset_client_id']); + + $subject_asset_prepended = "$asset_name - $subject"; + + // Atomically increment and get the new ticket number + mysqli_query($mysqli, " + UPDATE settings + SET + config_ticket_next_number = LAST_INSERT_ID(config_ticket_next_number), + config_ticket_next_number = config_ticket_next_number + 1 + WHERE company_id = 1 + "); + + $ticket_number = mysqli_insert_id($mysqli); + + // Sanitize Config Vars from get_settings.php and Session Vars from check_login.php + $config_ticket_prefix = sanitizeInput($config_ticket_prefix); + $config_ticket_from_name = sanitizeInput($config_ticket_from_name); + $config_ticket_from_email = sanitizeInput($config_ticket_from_email); + $config_base_url = sanitizeInput($config_base_url); + + //Generate a unique URL key for clients to access + $url_key = randomString(32); + + mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_category = $category_id, ticket_subject = '$subject_asset_prepended', ticket_details = '$details', ticket_priority = '$priority', ticket_billable = $billable, ticket_status = $ticket_status, ticket_asset_id = $asset_id, ticket_created_by = $session_user_id, ticket_assigned_to = $assigned_to, ticket_url_key = '$url_key', ticket_client_id = $client_id, ticket_project_id = $project_id"); + + $ticket_id = mysqli_insert_id($mysqli); + + // Add Tasks + if (!empty($_POST['tasks'])) { + foreach ($_POST['tasks'] as $task) { + $task_name = sanitizeInput($task); + // Check that task_name is not-empty (For some reason the !empty on the array doesnt work here like in watchers) + if (!empty($task_name)) { + mysqli_query($mysqli,"INSERT INTO tasks SET task_name = '$task_name', task_ticket_id = $ticket_id"); + } + } + } + + // Add Tasks from Template if Template was selected + if($ticket_template_id) { + if (mysqli_num_rows($sql_task_templates) > 0) { + while ($row = mysqli_fetch_assoc($sql_task_templates)) { + $task_order = intval($row['task_template_order']); + $task_name = sanitizeInput($row['task_template_name']); + + mysqli_query($mysqli,"INSERT INTO tasks SET task_name = '$task_name', task_order = $task_order, task_ticket_id = $ticket_id"); + } + } + } + + // Custom action/notif handler + customAction('ticket_create', $ticket_id); + } + + logAction("Ticket", "Bulk Create", "$session_name created $asset_count tickets for $asset_count"); + + flash_alert("You created $asset_count tickets for the selected assets"); + + } + + redirect(); + +} + +if (isset($_POST['add_ticket_reply'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_POST['ticket_id']); + $ticket_reply = $_POST['ticket_reply']; // Reply is SQL escaped below + $ticket_status = intval($_POST['status']); + $client_id = intval($_POST['client_id']); + + // Time tracking, inputs & combine into string + $hours = intval($_POST['hours']); + $minutes = intval($_POST['minutes']); + $seconds = intval($_POST['seconds']); + $ticket_reply_time_worked = sanitizeInput(sprintf("%02d:%02d:%02d", $hours, $minutes, $seconds)); + + // Defaults + $send_email = 0; + $ticket_reply_id = 0; + if ($_POST['public_reply_type'] == 1 ){ + $ticket_reply_type = 'Public'; + } elseif ($_POST['public_reply_type'] == 2 ) { + $ticket_reply_type = 'Public'; + $send_email = 1; + } else { + $ticket_reply_type = 'Internal'; + } + // Add Signature to the end of the ticket reply if not Internal and if there is reply + if ($ticket_reply !== '' && $ticket_reply_type !== 'Internal' && $send_email == 1) { + $ticket_reply .= getFieldById('user_settings',$session_user_id,'user_config_signature', 'raw'); + } + + $ticket_reply = mysqli_escape_string($mysqli, $ticket_reply); // SQL Escape Ticket Reply + + // Update Ticket Status & updated at (in case status didn't change) + mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $ticket_status, ticket_updated_at = NOW() WHERE ticket_id = $ticket_id"); + + // Resolve the ticket, if set + if ($ticket_status == 4) { + mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id"); + + logAction("Ticket", "Resolved", "$session_name resolved Ticket ticket ID $ticket_id", $client_id, $ticket_id); + } + + // Process reply actions, if we have a reply to work with (e.g. we're not just editing the status) + if (!empty($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_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 + LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE ticket_id = $ticket_id + "); + + $row = mysqli_fetch_assoc($ticket_sql); + + $contact_name = sanitizeInput($row['contact_name']); + $contact_email = sanitizeInput($row['contact_email']); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $ticket_status = intval($row['ticket_status']); + $ticket_status_name = sanitizeInput($row['ticket_status_name']); + $url_key = sanitizeInput($row['ticket_url_key']); + $ticket_first_response_at = sanitizeInput($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']); + + if ($client_id) { + $client_uri = "&client_id=$client_id"; + } else { + $client_uri = ''; + } + + // Sanitize Config vars from get_settings.php + $config_ticket_from_name = sanitizeInput($config_ticket_from_name); + $config_ticket_from_email = sanitizeInput($config_ticket_from_email); + $config_base_url = sanitizeInput($config_base_url); + + $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); + $row = mysqli_fetch_assoc($sql); + $company_name = sanitizeInput($row['company_name']); + $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); + + // Send e-mail to client if public update & email is set up + if ($ticket_reply_type == 'Public' && $send_email == 1 && (!empty($config_smtp_host) || !empty($config_smtp_provider))) { + + // Slightly different email subject/text depending on if this update set auto-close + + if ($ticket_status == 4) { + // Resolved + $subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)"; + $body = "##- Please type your reply above this line -##

Hello $contact_name,

Your ticket regarding $ticket_subject has been marked as solved and is pending closure.

--------------------------------
$ticket_reply
--------------------------------

If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or re-open to let us know!

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status_name
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; + } else { + // Anything else + $subject = "Ticket update - [$ticket_prefix$ticket_number] - $ticket_subject"; + $body = "##- Please type your reply above this line -##

Hello $contact_name,

Your ticket regarding $ticket_subject has been updated.

--------------------------------
$ticket_reply
--------------------------------

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status_name
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; + } + + if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { + + $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 .= "

----------------------------------------
YOU ARE A COLLABORATOR ON THIS TICKET"; + while ($row = mysqli_fetch_assoc($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' => $body + ]; + } + addToMailQueue($data); + + } + //End Mail IF + + // Notification for assigned ticket user + 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: $ticket_subject that is assigned to you', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', 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: $ticket_subject that you opened', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', 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); + } else { + customAction('reply_reply_agent_public', $ticket_id); + } + + flash_alert("Ticket $ticket_prefix$ticket_number has been updated with your reply and was $ticket_reply_type"); + + } else { + flash_alert("Ticket updated"); + } + + logAction("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id); + + redirect(); + +} + +if (isset($_POST['edit_ticket_reply'])) { + + enforceUserPermission('module_support', 2); + + $ticket_reply_id = intval($_POST['ticket_reply_id']); + $ticket_reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']); + $ticket_reply_type = sanitizeInput($_POST['ticket_reply_type']); + $ticket_reply_time_worked = sanitizeInput($_POST['time']); + + $client_id = intval($_POST['client_id']); + + mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '$ticket_reply_time_worked' WHERE ticket_reply_id = $ticket_reply_id AND ticket_reply_type != 'Client'") or die(mysqli_error($mysqli)); + + logAction("Ticket", "Reply", "$session_name edited ticket_reply", $client_id, $ticket_reply_id); + + flash_alert("Ticket reply updated"); + + redirect(); + +} + +if (isset($_POST['redact_ticket_reply'])) { + + enforceUserPermission('module_support', 2); + + $ticket_reply_id = intval($_POST['ticket_reply_id']); + $ticket_reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']); + + $client_id = intval($_POST['client_id']); + + mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply = '$ticket_reply' WHERE ticket_reply_id = $ticket_reply_id"); + + logAction("Ticket", "Reply", "$session_name redacted ticket_reply", $client_id, $ticket_reply_id); + + flash_alert("Ticket reply redacted"); + + redirect(); + +} + +if (isset($_GET['archive_ticket_reply'])) { + + enforceUserPermission('module_support', 2); + + $ticket_reply_id = intval($_GET['archive_ticket_reply']); + + mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply_archived_at = NOW() WHERE ticket_reply_id = $ticket_reply_id"); + + logAction("Ticket Reply", "Archive", "$session_name archived ticket_reply", 0, $ticket_reply_id); + + flash_alert("Ticket reply archived", 'error'); + + redirect(); + +} + +if (isset($_POST['merge_ticket'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_POST['ticket_id']); // Child ticket ID to be closed + $merge_into_ticket_number = intval($_POST['merge_into_ticket_number']); // Parent ticket *number* + $merge_comment = sanitizeInput($_POST['merge_comment']); // Merge comment + $move_replies = intval($_POST['merge_move_replies']); // Whether to move replies to the new parent ticket + $ticket_reply_type = 'Internal'; // Default all replies to internal + + // Get current ticket details + $sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_details FROM tickets WHERE ticket_id = $ticket_id"); + if (mysqli_num_rows($sql) == 0) { + flash_alert("No ticket with that ID found.", 'error'); + redirect(); + } + // CURRENT ticket details + $row = mysqli_fetch_assoc($sql); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($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) + $sql = mysqli_query($mysqli, "SELECT ticket_id, ticket_client_id FROM tickets WHERE ticket_number = $merge_into_ticket_number"); + if (mysqli_num_rows($sql) == 0) { + flash_alert("Cannot merge into that ticket.", 'error'); + redirect(); + } + $merge_row = mysqli_fetch_assoc($sql); + $merge_into_ticket_id = intval($merge_row['ticket_id']); + $client_id = intval($merge_row['ticket_client_id']); + if ($client_id) { + $has_client = "&client_id=$client_id"; + } else { + $has_client = ""; + } + // Sanity check + if ($ticket_number == $merge_into_ticket_number) { + flash_alert("Cannot merge into the same ticket.", 'error'); + redirect(); + } + + // Move ticket replies from child > parent + if ($move_replies) { + mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply_ticket_id = $merge_into_ticket_id WHERE ticket_reply_ticket_id = $ticket_id"); + } + + // Update current ticket + if (empty($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 merged into $ticket_prefix$merge_into_ticket_number. 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 + mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was merged into this ticket with comment: $merge_comment.

$ticket_subject
$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id"); + + mysqli_query($mysqli, "UPDATE tickets SET ticket_updated_at = NOW() WHERE ticket_id = $merge_into_ticket_id"); + + logAction("Ticket", "Merged", "$session_name Merged ticket $ticket_prefix$ticket_number into $ticket_prefix$merge_into_ticket_number"); + + customAction('ticket_merge', $ticket_id); + + flash_alert("Ticket merged into $ticket_prefix$merge_into_ticket_number"); + + redirect("ticket.php?ticket_id=$merge_into_ticket_id$has_client"); + +} + +if (isset($_POST['change_client_ticket'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_POST['ticket_id']); + $client_id = intval($_POST['new_client_id']); + $contact_id = intval($_POST['new_contact_id']); + + // Set any/all existing replies to internal + mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply_type = 'Internal' WHERE ticket_reply_ticket_id = $ticket_id"); + + // Update ticket client & contact + mysqli_query($mysqli, "UPDATE tickets SET ticket_client_id = $client_id, ticket_contact_id = $contact_id WHERE ticket_id = $ticket_id LIMIT 1"); + + logAction("Ticket", "Change", "$session_name changed ticket client", $client_id, $ticket_id); + + customAction('ticket_update', $ticket_id); + + flash_alert("Ticket client updated"); + + redirect(); + +} + +if (isset($_GET['resolve_ticket'])) { + + validateCSRFToken($_GET['csrf_token']); + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_GET['resolve_ticket']); + + $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_first_response_at = sanitizeInput($row['ticket_first_response_at']); + + // Mark FR + if (empty($ticket_first_response_at)) { + mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id"); + } + + // Resolve + mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id"); + + logAction("Ticket", "Resolved", "$session_name resolved ticket $ticket_prefix$ticket_number (ID: $ticket_id)", 0, $ticket_id); + + customAction('ticket_resolve', $ticket_id); + + // Client notification email + if ((!empty($config_smtp_host) || !empty($config_smtp_provider)) && $config_ticket_client_general_notifications == 1) { + + // Get details + $ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_status_name, ticket_assigned_to, ticket_url_key, ticket_client_id FROM tickets + LEFT JOIN clients ON ticket_client_id = client_id + LEFT JOIN contacts ON ticket_contact_id = contact_id + LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE ticket_id = $ticket_id + "); + $row = mysqli_fetch_assoc($ticket_sql); + + $contact_name = sanitizeInput($row['contact_name']); + $contact_email = sanitizeInput($row['contact_email']); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $client_id = intval($row['ticket_client_id']); + $ticket_assigned_to = intval($row['ticket_assigned_to']); + $ticket_status = sanitizeInput($row['ticket_status_name']); + $url_key = sanitizeInput($row['ticket_url_key']); + + // Sanitize Config vars from get_settings.php + $config_ticket_from_name = sanitizeInput($config_ticket_from_name); + $config_ticket_from_email = sanitizeInput($config_ticket_from_email); + $config_base_url = sanitizeInput($config_base_url); + + // Get Company Info + $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); + $row = mysqli_fetch_assoc($sql); + $company_name = sanitizeInput($row['company_name']); + $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); + + // EMAIL + $subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)"; + $body = "##- Please type your reply above this line -##

Hello $contact_name,

Your ticket regarding $ticket_subject has been marked as solved and is pending closure.

If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or re-open to let us know!

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status
Portal: View ticket

--
$company_name - Support
$config_ticket_from_email
$company_phone"; + + // Check email valid + if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { + + $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 .= "

----------------------------------------
YOU ARE A COLLABORATOR ON THIS TICKET"; + while ($row = mysqli_fetch_assoc($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' => $body + ]; + } + addToMailQueue($data); + } + //End Mail IF + + flash_alert("Ticket resolved"); + + redirect(); + +} + +if (isset($_GET['close_ticket'])) { + + validateCSRFToken($_GET['csrf_token']); + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_GET['close_ticket']); + + mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli)); + + mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket closed.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); + + logAction("Ticket", "Closed", "$session_name closed ticket ID $ticket_id", 0, $ticket_id); + + customAction('ticket_close', $ticket_id); + + // Client notification email + if ((!empty($config_smtp_host) || !empty($config_smtp_provider)) && $config_ticket_client_general_notifications == 1) { + + // Get details + $ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_url_key FROM tickets + LEFT JOIN clients ON ticket_client_id = client_id + LEFT JOIN contacts ON ticket_contact_id = contact_id + WHERE ticket_id = $ticket_id + "); + $row = mysqli_fetch_assoc($ticket_sql); + + $contact_name = sanitizeInput($row['contact_name']); + $contact_email = sanitizeInput($row['contact_email']); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $url_key = sanitizeInput($row['ticket_url_key']); + + // Sanitize Config vars from get_settings.php + $config_ticket_from_name = sanitizeInput($config_ticket_from_name); + $config_ticket_from_email = sanitizeInput($config_ticket_from_email); + $config_base_url = sanitizeInput($config_base_url); + + // Get Company Info + $sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1"); + $row = mysqli_fetch_assoc($sql); + $company_name = sanitizeInput($row['company_name']); + $company_phone = sanitizeInput(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code'])); + + // EMAIL + $subject = "Ticket closed - [$ticket_prefix$ticket_number] - $ticket_subject | (do not reply)"; + $body = "Hello $contact_name,

Your ticket regarding \"$ticket_subject\" has been closed.

We hope the request/issue was resolved to your satisfaction, please provide your feedback here.
If you need further assistance, please raise a new ticket using the below details. Please do not reply to this email.

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Portal: https://$config_base_url/client/ticket.php?id=$ticket_id

--
$company_name - Support
$config_ticket_from_email
$company_phone"; + + // Check email valid + if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) { + + $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 .= "

----------------------------------------
YOU ARE A COLLABORATOR ON THIS TICKET"; + while ($row = mysqli_fetch_assoc($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' => $body + ]; + } + addToMailQueue($data); + } + //End Mail IF + + flash_alert("Ticket Closed, this cannot not be reopened but you may start another one"); + + redirect(); + +} + +if (isset($_GET['reopen_ticket'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_GET['reopen_ticket']); + + mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id"); + + logAction("Ticket", "Reopened", "$session_name reopened ticket ID $ticket_id", 0, $ticket_id); + + customAction('ticket_update', $ticket_id); + + flash_alert("Ticket re-opened"); + + redirect(); + +} + +if (isset($_POST['add_invoice_from_ticket'])) { + + enforceUserPermission('module_support', 2); + enforceUserPermission('module_sales', 2); + + $invoice_id = intval($_POST['invoice_id']); + $ticket_id = intval($_POST['ticket_id']); + $date = sanitizeInput($_POST['date']); + $category = intval($_POST['category']); + $scope = sanitizeInput($_POST['scope']); + + $sql = mysqli_query( + $mysqli, + "SELECT * FROM tickets + LEFT JOIN clients ON ticket_client_id = client_id + LEFT JOIN contacts ON ticket_contact_id = contact_id + LEFT JOIN assets ON ticket_asset_id = asset_id + LEFT JOIN locations ON ticket_location_id = location_id + WHERE ticket_id = $ticket_id" + ); + + $row = mysqli_fetch_assoc($sql); + $client_id = intval($row['client_id']); + $client_net_terms = intval($row['client_net_terms']); + if ($client_net_terms == 0) { + $client_net_terms = $config_default_net_terms; + } + + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_category = sanitizeInput($row['ticket_category']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $ticket_created_at = sanitizeInput($row['ticket_created_at']); + $ticket_updated_at = sanitizeInput($row['ticket_updated_at']); + $ticket_closed_at = sanitizeInput($row['ticket_closed_at']); + + $contact_id = intval($row['contact_id']); + $contact_name = sanitizeInput($row['contact_name']); + $contact_email = sanitizeInput($row['contact_email']); + + $asset_id = intval($row['asset_id']); + + $location_name = sanitizeInput($row['location_name']); + + if ($invoice_id == 0) { + + $invoice_prefix = sanitizeInput($config_invoice_prefix); + + // Atomically increment and get the new invoice number + mysqli_query($mysqli, " + UPDATE settings + SET + config_invoice_next_number = LAST_INSERT_ID(config_invoice_next_number), + config_invoice_next_number = config_invoice_next_number + 1 + WHERE company_id = 1 + "); + + $invoice_number = mysqli_insert_id($mysqli); + + //Generate a unique URL key for clients to access + $url_key = randomString(32); + + mysqli_query($mysqli, "INSERT INTO invoices SET invoice_prefix = '$config_invoice_prefix', invoice_number = $invoice_number, invoice_scope = '$scope', invoice_date = '$date', invoice_due = DATE_ADD('$date', INTERVAL $client_net_terms day), invoice_currency_code = '$session_company_currency', invoice_category_id = $category, invoice_status = 'Draft', invoice_url_key = '$url_key', invoice_client_id = $client_id"); + $invoice_id = mysqli_insert_id($mysqli); + } else { + $sql_invoice = mysqli_query($mysqli, "SELECT invoice_prefix, invoice_number FROM invoices WHERE invoice_id = $invoice_id"); + $row = mysqli_fetch_assoc($sql_invoice); + $invoice_prefix = sanitizeInput($row['invoice_prefix']); + $invoice_number = intval($row['invoice_number']); + } + + //Add Item + $item_name = sanitizeInput($_POST['item_name']); + $item_description = sanitizeInput($_POST['item_description']); + $qty = floatval($_POST['qty']); + $price = floatval($_POST['price']); + $tax_id = intval($_POST['tax_id']); + + $subtotal = $price * $qty; + + if ($tax_id > 0) { + $sql = mysqli_query($mysqli, "SELECT * FROM taxes WHERE tax_id = $tax_id"); + $row = mysqli_fetch_assoc($sql); + $tax_percent = floatval($row['tax_percent']); + $tax_amount = $subtotal * $tax_percent / 100; + } else { + $tax_amount = 0; + } + + $total = $subtotal + $tax_amount; + + mysqli_query($mysqli, "INSERT INTO invoice_items SET item_name = '$item_name', item_description = '$item_description', item_quantity = $qty, item_price = $price, item_subtotal = $subtotal, item_tax = $tax_amount, item_total = $total, item_order = 1, item_tax_id = $tax_id, item_invoice_id = $invoice_id"); + + //Update Invoice Balances + + $sql = mysqli_query($mysqli, "SELECT * FROM invoices WHERE invoice_id = $invoice_id"); + $row = mysqli_fetch_assoc($sql); + + $new_invoice_amount = floatval($row['invoice_amount']) + $total; + + mysqli_query($mysqli, "UPDATE invoices SET invoice_amount = $new_invoice_amount WHERE invoice_id = $invoice_id"); + + mysqli_query($mysqli, "INSERT INTO history SET history_status = 'Draft', history_description = 'Invoice created from Ticket $ticket_prefix$ticket_number', history_invoice_id = $invoice_id"); + + // Add internal note to ticket, and link to invoice in database + mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Created invoice $config_invoice_prefix$invoice_number for this ticket.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); + + mysqli_query($mysqli, "UPDATE tickets SET ticket_invoice_id = $invoice_id WHERE ticket_id = $ticket_id"); + + logAction("Invoice", "Create", "$session_name created invoice $invoice_prefix$invoice_number from Ticket $ticket_prefix$ticket_number", $client_id, $invoice_id); + + flash_alert("Invoice $invoice_prefix$invoice_number created from ticket"); + + redirect("invoice.php?invoice_id=$invoice_id"); + +} + +if (isset($_POST['export_tickets_csv'])) { + + enforceUserPermission('module_support', 2); + + if ($_POST['client_id']) { + $client_id = intval($_POST['client_id']); + $client_query = "WHERE ticket_client_id = $client_id"; + $client_name = getFieldById('clients', $client_id, 'client_name'); + $file_name_prepend = "$client_name-"; + } else { + $client_query = ''; + $client_name = ''; + $file_name_prepend = "$session_company_name-"; + } + + $sql = mysqli_query( + $mysqli, + "SELECT * FROM tickets + LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + $client_query ORDER BY ticket_number ASC" + ); + + if ($sql->num_rows > 0) { + $delimiter = ","; + $enclosure = '"'; + $escape = '\\'; // backslash + $filename = sanitize_filename($file_name_prepend . "Tickets-" . date('Y-m-d_H-i-s') . ".csv"); + + //create a file pointer + $f = fopen('php://memory', 'w'); + + //set column headers + $fields = array('Ticket Number', 'Priority', 'Status', 'Subject', 'Date Opened', 'Date Resolved', 'Date Closed'); + fputcsv($f, $fields, $delimiter, $enclosure, $escape); + + //output each row of the data, format line as csv and write to file pointer + while ($row = $sql->fetch_assoc()) { + $lineData = array($config_ticket_prefix . $row['ticket_number'], $row['ticket_priority'], $row['ticket_status_name'], $row['ticket_subject'], $row['ticket_created_at'], $row['ticket_resolved_at'], $row['ticket_closed_at']); + fputcsv($f, $lineData, $delimiter, $enclosure, $escape); + } + + //move back to beginning of file + fseek($f, 0); + + //set headers to download file rather than displayed + header('Content-Type: text/csv'); + header('Content-Disposition: attachment; filename="' . $filename . '";'); + + //output all remaining data on a file pointer + fpassthru($f); + } + exit; + +} + +if (isset($_POST['edit_ticket_billable_status'])) { + + enforceUserPermission('module_support', 2); + enforceUserPermission('module_sales', 2); + + $ticket_id = intval($_POST['ticket_id']); + $billable_status = intval($_POST['billable_status']); + if ($billable_status == 0 ) { + $billable_wording = "Not"; + } + + // Get ticket details for logging + $sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_client_id FROM tickets WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $client_id = intval($row['ticket_client_id']); + + mysqli_query($mysqli,"UPDATE tickets SET ticket_billable = $billable_status WHERE ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name marked ticket $ticket_prefix$ticket_number as $billable_wording Billable", $client_id, $ticket_id); + + flash_alert("Ticket marked $billable_wording Billable"); + + redirect(); + +} + +if (isset($_POST['edit_ticket_schedule'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_POST['ticket_id']); + $onsite = intval($_POST['onsite']); + $schedule = sanitizeInput($_POST['scheduled_date_time']); + $ticket_link = "client/ticket.php?id=$ticket_id"; + $full_ticket_url = "https://$config_base_url/client/ticket.php?id=$ticket_id"; + $ticket_link_html = "$ticket_link"; + + mysqli_query($mysqli,"UPDATE tickets + SET ticket_schedule = '$schedule', ticket_onsite = $onsite + WHERE ticket_id = $ticket_id" + ); + + + // Check for other conflicting scheduled items based on 2 hr window + //TODO make this configurable + $start = date('Y-m-d H:i:s', strtotime($schedule) - 7200); + $end = date('Y-m-d H:i:s', strtotime($schedule) + 7200); + $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_schedule BETWEEN '$start' AND '$end' AND ticket_id != $ticket_id"); + if (mysqli_num_rows($sql) > 0) { + $conflicting_tickets = []; + while ($row = mysqli_fetch_assoc($sql)) { + $conflicting_tickets[] = $row['ticket_id'] . " - " . $row['ticket_subject'] . " @ " . $row['ticket_schedule']; + } + } + $sql = mysqli_query($mysqli, "SELECT * FROM tickets + LEFT JOIN clients ON ticket_client_id = client_id + LEFT JOIN contacts ON ticket_contact_id = contact_id + LEFT JOIN locations on contact_location_id = location_id + LEFT JOIN users ON ticket_assigned_to = user_id + WHERE ticket_id = $ticket_id + "); + + $row = mysqli_fetch_assoc($sql); + + $client_id = intval($row['ticket_client_id']); + $client_name = sanitizeInput($row['client_name']); + $ticket_details = sanitizeInput($row['ticket_details']); + $contact_name = sanitizeInput($row['contact_name']); + $contact_email = sanitizeInput($row['contact_email']); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $user_name = sanitizeInput($row['user_name']); + $user_email = sanitizeInput($row['user_email']); + $cal_subject = $ticket_number . ": " . $client_name . " - " . $ticket_subject; + $ticket_details_truncated = substr($ticket_details, 0, 100); + $cal_description = $ticket_details_truncated . " - " . $full_ticket_url; + $cal_location = sanitizeInput($row["location_address"]); + $email_datetime = date('l, F j, Y \a\t g:ia', strtotime($schedule)); + + if ($client_id) { + $client_uri = "&client_id=$client_id"; + } else { + $client_uri = ''; + } + + // Sanitize Config Vars + $config_ticket_from_email = sanitizeInput($config_ticket_from_email); + $config_ticket_from_name = sanitizeInput($config_ticket_from_name); + $session_company_name = sanitizeInput($session_company_name); + + + /// Create iCal event + $cal_str = createiCalStr($schedule, $cal_subject, $cal_description, $cal_location); + + // Notify the agent of the scheduled work + $data[] = [ + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $user_email, + 'recipient_name' => $user_name, + 'subject' => "Ticket Scheduled - [$ticket_prefix$ticket_number] - $ticket_subject", + 'body' => "Hello, " . $user_name . "

The ticket regarding $ticket_subject has been scheduled for $email_datetime.

--------------------------------
$ticket_link
--------------------------------

Please do not reply to this email.

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Portal: https://$config_base_url/agent/ticket.php?ticket_id=$ticket_id$client_uri

~
$session_company_name
Support Department
$config_ticket_from_email", + 'cal_str' => $cal_str + ]; + + if ($config_ticket_client_general_notifications) { + // Notify the ticket contact of the scheduled work + $data[] = [ + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $contact_email, + 'recipient_name' => $contact_name, + 'subject' => "Ticket Scheduled - [$ticket_prefix$ticket_number] - $ticket_subject", + 'body' => mysqli_escape_string($mysqli, "
+ Hello, $contact_name +
+ Your ticket regarding $ticket_subject has been scheduled for $email_datetime. +

+ Access your ticket here +

+ Please do not reply to this email. +

+ Ticket: $ticket_prefix$ticket_number
+ Subject: $ticket_subject
+

+
+ ~
+ $session_company_name
+ Support Department
+ $config_ticket_from_email
+
+
+ This is an automated message. Please do not reply directly to this email. +
"), + 'cal_str' => $cal_str + ]; + + // Notify the watchers of the scheduled work + $sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id"); + + while ($row = mysqli_fetch_assoc($sql_watchers)) { + $watcher_email = sanitizeInput($row['watcher_email']); + $data[] = [ + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $watcher_email, + 'recipient_name' => $watcher_email, + 'subject' => "Ticket Scheduled - [$ticket_prefix$ticket_number] - $ticket_subject", + 'body' => mysqli_escape_string($mysqli, nullable_htmlentities("
+ Hello, +
+ The ticket regarding $ticket_subject has been scheduled for $email_datetime. +

+ $ticket_link +

+ Please do not reply to this email. +

+ Ticket: $ticket_prefix$ticket_number
+ Subject: $ticket_subject
+ Portal: Access the ticket here +

+
+ ~
+ $session_company_name
+ Support Department
+ $config_ticket_from_email
+
+
+ This is an automated message. Please do not reply directly to this email. +
")), + 'cal_str' => $cal_str + ]; + } + } + + // Send + $response = addToMailQueue($data); + + // Update ticket reply + $ticket_reply_note = "Ticket scheduled for $email_datetime " . (boolval($onsite) ? '(onsite).' : '(remote).'); + mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply_note', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name edited ticket schedule", $client_id, $ticket_id); + + customAction('ticket_schedule', $ticket_id); + + if (empty($conflicting_tickets)) { + flash_alert("Ticket scheduled for $email_datetime"); + redirect(); + } else { + $_SESSION['alert_type'] = "error"; + flash_alert("Ticket scheduled for $email_datetime. Yet there are conflicting tickets scheduled for the same time:
" . implode(",
", $conflicting_tickets), 'error'); + redirect("calendar.php"); + } + +} + +if (isset($_GET['cancel_ticket_schedule'])) { + + enforceUserPermission('module_support', 2); + + $ticket_id = intval($_GET['cancel_ticket_schedule']); + + $sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id"); + $row = mysqli_fetch_assoc($sql); + + $client_id = intval($row['ticket_client_id']); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $ticket_schedule = sanitizeInput($row['ticket_schedule']); + $ticket_cal_str = sanitizeInput($row['ticket_cal_str']); + + if ($client_id) { + $client_uri = "&client_id=$client_id"; + } else { + $client_uri = ''; + } + + mysqli_query($mysqli, "UPDATE tickets SET ticket_schedule = NULL WHERE ticket_id = $ticket_id"); + + // Sanitize Config Vars + $config_ticket_from_email = sanitizeInput($config_ticket_from_email); + $config_ticket_from_name = sanitizeInput($config_ticket_from_name); + $session_company_name = sanitizeInput($session_company_name); + + //Create iCal event + $cal_str = createiCalStrCancel($ticket_cal_str); + + //Send emails + + $sql = mysqli_query($mysqli, "SELECT * FROM tickets + LEFT JOIN clients ON ticket_client_id = client_id + LEFT JOIN contacts ON ticket_contact_id = contact_id + LEFT JOIN locations on contact_location_id = location_id + LEFT JOIN users ON ticket_assigned_to = user_id + WHERE ticket_id = $ticket_id + "); + $row = mysqli_fetch_assoc($sql); + + $client_id = intval($row['ticket_client_id']); + $client_name = sanitizeInput($row['client_name']); + $ticket_details = sanitizeInput($row['ticket_details']); + $contact_name = sanitizeInput($row['contact_name']); + $contact_email = sanitizeInput($row['contact_email']); + $ticket_prefix = sanitizeInput($row['ticket_prefix']); + $ticket_number = intval($row['ticket_number']); + $ticket_subject = sanitizeInput($row['ticket_subject']); + $user_name = sanitizeInput($row['user_name']); + $user_email = sanitizeInput($row['user_email']); + + // Notify the agent of the cancellation + $data[] = [ + // User Email + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $user_email, + 'recipient_name' => $user_name, + 'subject' => "Ticket Schedule Cancelled - [$ticket_prefix$ticket_number] - $ticket_subject", + 'body' => "Hello, " . $user_name . "

Scheduled work for the ticket regarding $ticket_subject has been cancelled.

--------------------------------
$ticket_link
--------------------------------

Please do not reply to this email.

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Portal: https://$config_base_url/agent/ticket.php?id=$ticket_id&client_id=$client_id

~
$session_company_name
Support Department
$config_ticket_from_email", + 'cal_str' => $cal_str + ]; + + if ($config_ticket_client_general_notifications) { + // Notify the ticket contact of the cancellation + $data[] = [ + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $contact_email, + 'recipient_name' => $contact_name, + 'subject' => "Ticket Schedule Cancelled - [$ticket_prefix$ticket_number] - $ticket_subject", + 'body' => mysqli_escape_string($mysqli, "
+ Hello, $contact_name +
+ Scheduled work for your ticket regarding $ticket_subject has been cancelled. +

+ Access your ticket here +

+ Please do not reply to this email. +

+ Ticket: $ticket_prefix$ticket_number
+ Subject: $ticket_subject
+

+
+ ~
+ $session_company_name
+ Support Department
+ $config_ticket_from_email
+
+
+ This is an automated message. Please do not reply directly to this email. +
"), + 'cal_str' => $cal_str + ]; + + // Notify the watchers of the cancellation + $sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id"); + while ($row = mysqli_fetch_assoc($sql_watchers)) { + $watcher_email = sanitizeInput($row['watcher_email']); + $data[] = [ + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $watcher_email, + 'recipient_name' => $watcher_email, + 'subject' => "Ticket Schedule Cancelled - [$ticket_prefix$ticket_number] - $ticket_subject", + 'body' => mysqli_escape_string($mysqli, nullable_htmlentities("
+ Hello, +
+ Scheduled work for the ticket regarding $ticket_subject has been cancelled. +

+ $ticket_link +

+ Please do not reply to this email. +

+ Ticket: $ticket_prefix$ticket_number
+ Subject: $ticket_subject
+ Portal: Access the ticket here +

+
+ ~
+ $session_company_name
+ Support Department
+ $config_ticket_from_email
+
+
+ This is an automated message. Please do not reply directly to this email. +
")), + 'cal_str' => $cal_str + ]; + } + } + + // Send email(s) + addToMailQueue($data); + + // Update ticket reply + $ticket_reply_note = "Ticket schedule cancelled."; + mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply_note', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); + + logAction("Ticket", "Edit", "$session_name cancelled ticket schedule", $client_id, $ticket_id); + + customAction('ticket_unschedule', $ticket_id); + + flash_alert("Ticket schedule cancelled", 'error'); + + redirect(); + +}