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Ticket Statuses from DB

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This commit is contained in:
Marcus Hill
2024-03-29 11:22:32 +00:00
parent 63f35d5760
commit 667a93210c
14 changed files with 263 additions and 164 deletions
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22
cron.php
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@@ -52,6 +52,10 @@ $config_ticket_client_general_notifications = intval($row['config_ticket_client_
$config_ticket_autoclose = intval($row['config_ticket_autoclose']);
$config_ticket_autoclose_hours = intval($row['config_ticket_autoclose_hours']);
$config_ticket_new_ticket_notification_email = sanitizeInput($row['config_ticket_new_ticket_notification_email']);
$config_ticket_status_id_new = intval($row['config_ticket_status_id_new']);
$config_ticket_status_id_open = intval($row['config_ticket_status_id_open']);
$config_ticket_status_id_autoclose = intval($row['config_ticket_status_id_autoclose']);
$config_ticket_status_id_closed = intval($row['config_ticket_status_id_closed']);
// Get Config for Telemetry
$config_theme = $row['config_theme'];
@@ -225,9 +229,7 @@ foreach ($warranty_alert_array as $day) {
// Notify of New Tickets
// Get Ticket Pending Assignment
$sql_tickets_pending_assignment = mysqli_query($mysqli,"SELECT ticket_id FROM tickets
WHERE ticket_status = 'New'"
);
$sql_tickets_pending_assignment = mysqli_query($mysqli,"SELECT ticket_id FROM tickets WHERE ticket_status = '$config_ticket_status_id_new'");
$tickets_pending_assignment = mysqli_num_rows($sql_tickets_pending_assignment);
@@ -258,9 +260,9 @@ if (mysqli_num_rows($sql_scheduled_tickets) > 0) {
$contact_id = intval($row['scheduled_ticket_contact_id']);
$asset_id = intval($row['scheduled_ticket_asset_id']);
$ticket_status = 'New'; // Default
$ticket_status = $config_ticket_status_id_new; // Default
if ($assigned_id > 0) {
$ticket_status = 'Open'; // Set to open if we've auto-assigned an agent
$ticket_status = $config_ticket_status_id_open; // Set to open if we've auto-assigned an agent
}
// Assign this new ticket the next ticket number
@@ -381,7 +383,7 @@ if ($config_ticket_autoclose == 1) {
$sql_tickets_to_chase = mysqli_query(
$mysqli,
"SELECT * FROM tickets
WHERE ticket_status = 'Auto Close'
WHERE ticket_status = '$config_ticket_status_id_autoclose'
AND ticket_updated_at < NOW() - INTERVAL $config_ticket_autoclose_hours HOUR"
);
@@ -395,7 +397,7 @@ if ($config_ticket_autoclose == 1) {
$ticket_assigned_to = sanitizeInput($row['ticket_assigned_to']);
$client_id = intval($row['ticket_client_id']);
mysqli_query($mysqli,"UPDATE tickets SET ticket_status = 'Closed', ticket_closed_at = NOW(), ticket_closed_by = $ticket_assigned_to WHERE ticket_id = $ticket_id");
mysqli_query($mysqli,"UPDATE tickets SET ticket_status = '$config_ticket_status_id_closed', ticket_closed_at = NOW(), ticket_closed_by = $ticket_assigned_to WHERE ticket_id = $ticket_id");
//Logging
mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Closed', log_description = '$ticket_prefix$ticket_number auto closed', log_entity_id = $ticket_id");
@@ -410,7 +412,7 @@ if ($config_ticket_autoclose == 1) {
"SELECT contact_name, contact_email, ticket_id, ticket_prefix, ticket_number, ticket_subject, ticket_status, 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_status = 'Auto Close'
WHERE ticket_status = '$config_ticket_status_id_autoclose'
AND ticket_updated_at < NOW() - INTERVAL 48 HOUR"
);
@@ -422,7 +424,7 @@ if ($config_ticket_autoclose == 1) {
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
$ticket_number = intval($row['ticket_number']);
$ticket_subject = sanitizeInput($row['ticket_subject']);
$ticket_status = sanitizeInput($row['ticket_status']);
$ticket_status = sanitizeInput( getTicketStatusName($row['ticket_status']));
$client_id = intval($row['ticket_client_id']);
$sql_ticket_reply = mysqli_query($mysqli, "SELECT ticket_reply FROM ticket_replies WHERE ticket_reply_type = 'Public' AND ticket_reply_ticket_id = $ticket_id ORDER BY ticket_reply_created_at DESC LIMIT 1");
@@ -431,7 +433,7 @@ if ($config_ticket_autoclose == 1) {
$subject = "Ticket pending closure - [$ticket_prefix$ticket_number] - $ticket_subject";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>This is an automatic friendly reminder that your ticket regarding \"$ticket_subject\" will be closed, unless you respond.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>If your issue is resolved, you can ignore this email - the ticket will automatically close. If you need further assistance, please respond to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>This is an automatic friendly reminder that your ticket regarding \"$ticket_subject\" will be closed, unless you respond.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>If your issue is resolved, you can ignore this email - the ticket will automatically close. If you need further assistance, please respond to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status <br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$data = [
[