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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
View File

@@ -6848,28 +6848,31 @@ if(isset($_GET['delete_ticket'])){
$ticket_id = intval($_GET['delete_ticket']); $ticket_id = intval($_GET['delete_ticket']);
// Get Ticket and Client ID for logging and alert message // 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); $row = mysqli_fetch_array($sql);
$ticket_prefix = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_prefix'])); $ticket_prefix = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_prefix']));
$ticket_number = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_number'])); $ticket_number = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_number']));
$ticket_subject = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_subject'])); $ticket_subject = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_subject']));
$ticket_status = strip_tags(mysqli_real_escape_string($mysqli,$row['ticket_status']));
$client_id = intval($row['ticket_client_id']); $client_id = intval($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 = $session_company_id");
// Delete all ticket replies // Delete all ticket replies
mysqli_query($mysqli,"DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id AND company_id = $session_company_id"); mysqli_query($mysqli,"DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id AND company_id = $session_company_id");
// Delete all ticket views // Delete all ticket views
mysqli_query($mysqli,"DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id"); mysqli_query($mysqli,"DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id");
// Logging // Logging
mysqli_query($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 = $session_company_id"); mysqli_query($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_type'] = "error";
$_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> along with all replies deleted"; $_SESSION['alert_message'] = "Ticket <strong>$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($_POST['public_reply_type'])){ if(isset($_POST['public_reply_type'])){
$ticket_reply_type = 'Public'; $ticket_reply_type = 'Public';
} } else {
else{
$ticket_reply_type = 'Internal'; $ticket_reply_type = 'Internal';
} }
@@ -6903,6 +6905,10 @@ if(isset($_POST['add_ticket_reply'])){
// Update Ticket Last Response Field // 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)); 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 // 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 $ticket_sql = mysqli_query($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 LEFT JOIN clients ON ticket_client_id = client_id
@@ -7056,7 +7062,7 @@ if(isset($_POST['merge_ticket'])){
//Update current ticket //Update current ticket
mysqli_query($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,"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 //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)); 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));

73
report_ticket_by_client.php
View File

@@ -3,6 +3,44 @@
require_once("inc_all_reports.php"); require_once("inc_all_reports.php");
validateTechRole(); validateTechRole();
function secondsToTime($inputSeconds) {
$secondsInAMinute = 60;
$secondsInAnHour = 60 * $secondsInAMinute;
$secondsInADay = 24 * $secondsInAnHour;
// Extract days
$days = floor($inputSeconds / $secondsInADay);
// Extract hours
$hourSeconds = $inputSeconds % $secondsInADay;
$hours = floor($hourSeconds / $secondsInAnHour);
// Extract minutes
$minuteSeconds = $hourSeconds % $secondsInAnHour;
$minutes = floor($minuteSeconds / $secondsInAMinute);
// Extract the remaining seconds
$remainingSeconds = $minuteSeconds % $secondsInAMinute;
$seconds = ceil($remainingSeconds);
// Format and return
$timeParts = [];
$sections = [
'day' => (int)$days,
'hour' => (int)$hours,
'minute' => (int)$minutes,
'second' => (int)$seconds,
];
foreach ($sections as $name => $value){
if ($value > 0){
$timeParts[] = $value. ' '.$name.($value == 1 ? '' : 's');
}
}
return implode(', ', $timeParts);
}
if (isset($_GET['year'])) { if (isset($_GET['year'])) {
$year = intval($_GET['year']); $year = intval($_GET['year']);
} else { } else {
@@ -38,7 +76,9 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
<thead> <thead>
<tr> <tr>
<th>Client</th> <th>Client</th>
<th class="text-right">Ticket Count</th> <th class="text-right">Tickets raised</th>
<th class="text-right">Tickets closed</th>
<th class="text-right">Avg time to close</th>
</tr> </tr>
</thead> </thead>
<tbody> <tbody>
@@ -47,18 +87,39 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
$client_id = $row['client_id']; $client_id = $row['client_id'];
$client_name = htmlentities($row['client_name']); $client_name = htmlentities($row['client_name']);
$sql_ticket_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = '$client_id'"); // Calculate total tickets raised in period
$row = mysqli_fetch_array($sql_ticket_count); $sql_ticket_raised_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_raised_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = '$client_id'");
$row = mysqli_fetch_array($sql_ticket_raised_count);
$ticket_raised_count = intval($row['ticket_raised_count']);
$ticket_count = intval($row['ticket_count']); // Calculate total tickets raised in period that are closed
$sql_ticket_closed_count = mysqli_query($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");
$row = mysqli_fetch_array($sql_ticket_closed_count);
$ticket_closed_count = intval($row['ticket_closed_count']);
if ($ticket_count > 0) { // Used to calculate average time to close tickets that were raised in period specified
$sql_tickets = mysqli_query($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");
if ($ticket_raised_count > 0) {
// Calculate average time to solve
$count = 0;
$total = 0;
while ($row = mysqli_fetch_array($sql_tickets)) {
$openedTime = new DateTime($row['ticket_created_at']);
$closedTime = new DateTime($row['ticket_closed_at']);
$total += ($closedTime->getTimestamp() - $openedTime->getTimestamp());
$count++;
}
?> ?>
<tr> <tr>
<td><?php echo $client_name; ?></td> <td><?php echo $client_name; ?></td>
<td class="text-right"><?php echo $ticket_count; ?></td> <td class="text-right"><?php echo $ticket_raised_count; ?></td>
<td class="text-right"><?php echo $ticket_closed_count; ?></td>
<td class="text-right"><?php echo secondsToTime($total); ?></td>
</tr> </tr>
<?php <?php
} }