mirror of https://github.com/itflow-org/itflow
Ticketing - Reporting
- Add average time to close (MTTR) into ticket client report - Fix ticket_closed_at not being updated if tickets were closed as part of a reply/merge - Fix being able to delete closed tickets
This commit is contained in:
Marcus Hill
parent
82b0ea85d9
commit
5dafd87c0d
34
post.php
34
post.php
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@ -6848,28 +6848,31 @@ if(isset($_GET['delete_ticket'])){
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$ticket_id = intval($_GET['delete_ticket']);
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// Get Ticket and Client ID for logging and alert message
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$sql = mysqli_query($mysqli,"SELECT ticket_prefix, ticket_number, ticket_subject, ticket_client_id FROM tickets WHERE ticket_id = $ticket_id AND company_id = $session_company_id");
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$sql = mysqli_query($mysqli,"SELECT ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_client_id FROM tickets WHERE ticket_id = $ticket_id AND company_id = $session_company_id");
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$row = mysqli_fetch_array($sql);
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$ticket_prefix = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_prefix']));
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$ticket_number = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_number']));
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$ticket_subject = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_subject']));
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$ticket_status = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_status']));
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$client_id = intval($row['ticket_client_id']);
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mysqli_query($mysqli,"DELETE FROM tickets WHERE ticket_id = $ticket_id AND company_id = $session_company_id");
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if ($ticket_status !== 'Closed') {
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mysqli_query($mysqli,"DELETE FROM tickets WHERE ticket_id = $ticket_id AND company_id = $session_company_id");
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// Delete all ticket replies
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mysqli_query($mysqli,"DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id AND company_id = $session_company_id");
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// Delete all ticket replies
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mysqli_query($mysqli,"DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id AND company_id = $session_company_id");
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// Delete all ticket views
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mysqli_query($mysqli,"DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id");
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// Delete all ticket views
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mysqli_query($mysqli,"DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id");
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// Logging
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mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Delete', log_description = '$session_name deleted ticket $ticket_prefix$ticket_number - $ticket_subject along with all replies', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_client_id = $client_id, log_user_id = $session_user_id, log_entity_id = $ticket_id, company_id = $session_company_id");
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// Logging
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mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Delete', log_description = '$session_name deleted ticket $ticket_prefix$ticket_number - $ticket_subject along with all replies', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_client_id = $client_id, log_user_id = $session_user_id, log_entity_id = $ticket_id, company_id = $session_company_id");
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$_SESSION['alert_type'] = "error";
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$_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> along with all replies deleted";
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$_SESSION['alert_type'] = "error";
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$_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> along with all replies deleted";
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header("Location: " . $_SERVER["HTTP_REFERER"]);
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header("Location: " . $_SERVER["HTTP_REFERER"]);
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}
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}
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@ -6890,8 +6893,7 @@ if(isset($_POST['add_ticket_reply'])){
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if(isset($_POST['public_reply_type'])){
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$ticket_reply_type = 'Public';
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}
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else{
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} else {
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$ticket_reply_type = 'Internal';
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}
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@ -6903,6 +6905,10 @@ if(isset($_POST['add_ticket_reply'])){
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// Update Ticket Last Response Field
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mysqli_query($mysqli,"UPDATE tickets SET ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id AND company_id = $session_company_id") or die(mysqli_error($mysqli));
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if ($ticket_status == 'Closed') {
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mysqli_query($mysqli,"UPDATE tickets SET ticket_closed_at = NOW() WHERE ticket_id = $ticket_id AND company_id = $session_company_id");
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}
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// Get Ticket Details
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$ticket_sql = mysqli_query($mysqli,"SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, company_phone, ticket_client_id, ticket_created_by, ticket_assigned_to FROM tickets
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LEFT JOIN clients ON ticket_client_id = client_id
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@ -7056,7 +7062,7 @@ if(isset($_POST['merge_ticket'])){
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//Update current ticket
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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, company_id = $session_company_id") or die(mysqli_error($mysqli));
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mysqli_query($mysqli,"UPDATE tickets SET ticket_status = 'Closed' WHERE ticket_id = $ticket_id AND company_id = $session_company_id") or die(mysqli_error($mysqli));
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mysqli_query($mysqli,"UPDATE tickets SET ticket_status = 'Closed', ticket_closed_at = NOW() WHERE ticket_id = $ticket_id AND company_id = $session_company_id") or die(mysqli_error($mysqli));
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//Update new ticket
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mysqli_query($mysqli,"INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was merged into this ticket with comment: $merge_comment.<br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id, company_id = $session_company_id") or die(mysqli_error($mysqli));
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@ -3,6 +3,44 @@
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require_once("inc_all_reports.php");
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validateTechRole();
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function secondsToTime($inputSeconds) {
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$secondsInAMinute = 60;
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$secondsInAnHour = 60 * $secondsInAMinute;
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$secondsInADay = 24 * $secondsInAnHour;
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// Extract days
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$days = floor($inputSeconds / $secondsInADay);
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// Extract hours
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$hourSeconds = $inputSeconds % $secondsInADay;
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$hours = floor($hourSeconds / $secondsInAnHour);
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// Extract minutes
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$minuteSeconds = $hourSeconds % $secondsInAnHour;
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$minutes = floor($minuteSeconds / $secondsInAMinute);
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// Extract the remaining seconds
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$remainingSeconds = $minuteSeconds % $secondsInAMinute;
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$seconds = ceil($remainingSeconds);
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// Format and return
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$timeParts = [];
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$sections = [
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'day' => (int)$days,
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'hour' => (int)$hours,
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'minute' => (int)$minutes,
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'second' => (int)$seconds,
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];
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foreach ($sections as $name => $value){
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if ($value > 0){
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$timeParts[] = $value. ' '.$name.($value == 1 ? '' : 's');
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}
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}
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return implode(', ', $timeParts);
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}
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if (isset($_GET['year'])) {
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$year = intval($_GET['year']);
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} else {
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@ -38,7 +76,9 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
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<thead>
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<tr>
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<th>Client</th>
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<th class="text-right">Ticket Count</th>
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<th class="text-right">Tickets raised</th>
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<th class="text-right">Tickets closed</th>
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<th class="text-right">Avg time to close</th>
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</tr>
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</thead>
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<tbody>
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@ -47,18 +87,39 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
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$client_id = $row['client_id'];
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$client_name = htmlentities($row['client_name']);
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$sql_ticket_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = '$client_id'");
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$row = mysqli_fetch_array($sql_ticket_count);
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// Calculate total tickets raised in period
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$sql_ticket_raised_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_raised_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = '$client_id'");
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$row = mysqli_fetch_array($sql_ticket_raised_count);
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$ticket_raised_count = intval($row['ticket_raised_count']);
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$ticket_count = intval($row['ticket_count']);
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// Calculate total tickets raised in period that are closed
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$sql_ticket_closed_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_closed_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = '$client_id' AND ticket_status = 'Closed' AND ticket_closed_at IS NOT NULL");
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$row = mysqli_fetch_array($sql_ticket_closed_count);
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$ticket_closed_count = intval($row['ticket_closed_count']);
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if ($ticket_count > 0) {
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// Used to calculate average time to close tickets that were raised in period specified
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$sql_tickets = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_closed_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = '$client_id' AND ticket_status = 'Closed' AND ticket_closed_at IS NOT NULL");
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if ($ticket_raised_count > 0) {
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// Calculate average time to solve
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$count = 0;
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$total = 0;
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while ($row = mysqli_fetch_array($sql_tickets)) {
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$openedTime = new DateTime($row['ticket_created_at']);
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$closedTime = new DateTime($row['ticket_closed_at']);
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$total += ($closedTime->getTimestamp() - $openedTime->getTimestamp());
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$count++;
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}
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?>
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<tr>
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<td><?php echo $client_name; ?></td>
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<td class="text-right"><?php echo $ticket_count; ?></td>
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<td class="text-right"><?php echo $ticket_raised_count; ?></td>
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<td class="text-right"><?php echo $ticket_closed_count; ?></td>
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<td class="text-right"><?php echo secondsToTime($total); ?></td>
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</tr>
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<?php
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}
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