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Ticketing - Reporting

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- 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
2023-02-13 14:01:58 +00:00
parent 82b0ea85d9
commit 5dafd87c0d
2 changed files with 87 additions and 20 deletions
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34
post.php
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@@ -6848,28 +6848,31 @@ if(isset($_GET['delete_ticket'])){
$ticket_id = intval($_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_client_id FROM tickets WHERE ticket_id = $ticket_id AND company_id = $session_company_id");
$sql = mysqli_query($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");
$row = mysqli_fetch_array($sql);
$ticket_prefix = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_prefix']));
$ticket_number = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_number']));
$ticket_subject = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_subject']));
$ticket_status = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_status']));
$client_id = intval($row['ticket_client_id']);
mysqli_query($mysqli,"DELETE FROM tickets WHERE ticket_id = $ticket_id AND company_id = $session_company_id");
if ($ticket_status !== 'Closed') {
mysqli_query($mysqli,"DELETE FROM tickets WHERE ticket_id = $ticket_id AND company_id = $session_company_id");
// Delete all ticket replies
mysqli_query($mysqli,"DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id AND company_id = $session_company_id");
// Delete all ticket replies
mysqli_query($mysqli,"DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id AND company_id = $session_company_id");
// Delete all ticket views
mysqli_query($mysqli,"DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id");
// Delete all ticket views
mysqli_query($mysqli,"DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id");
// Logging
mysqli_query($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 = $session_company_id");
// Logging
mysqli_query($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");
$_SESSION['alert_type'] = "error";
$_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> along with all replies deleted";
$_SESSION['alert_type'] = "error";
$_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> along with all replies deleted";
header("Location: " . $_SERVER["HTTP_REFERER"]);
header("Location: " . $_SERVER["HTTP_REFERER"]);
}
}
@@ -6890,8 +6893,7 @@ if(isset($_POST['add_ticket_reply'])){
if(isset($_POST['public_reply_type'])){
$ticket_reply_type = 'Public';
}
else{
} else {
$ticket_reply_type = 'Internal';
}
@@ -6903,6 +6905,10 @@ if(isset($_POST['add_ticket_reply'])){
// Update Ticket Last Response Field
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));
if ($ticket_status == 'Closed') {
mysqli_query($mysqli,"UPDATE tickets SET ticket_closed_at = NOW() WHERE ticket_id = $ticket_id AND company_id = $session_company_id");
}
// Get Ticket Details
$ticket_sql = mysqli_query($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
LEFT JOIN clients ON ticket_client_id = client_id
@@ -7056,7 +7062,7 @@ if(isset($_POST['merge_ticket'])){
//Update current ticket
mysqli_query($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));
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));
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));
//Update new ticket
mysqli_query($mysqli,"INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was merged into this ticket with comment: $merge_comment.<br><b>$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));