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Feature: Add Ticket Canned Responses

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This commit is contained in:
johnnyq
2026-08-15 17:29:17 -04:00
parent 4c4c172f59
commit 6ef84c4547
9 changed files with 504 additions and 2 deletions
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31
agent/ajax.php
View File

@@ -382,6 +382,37 @@ if (isset($_GET['get_active_clients'])) {
echo json_encode($response);
}
/*
* Returns the body of one canned response, for the picker on the ticket reply form.
* Fetched on demand rather than rendered into every ticket page, because the bodies are
* full HTML replies and an install can have a lot of them.
*/
if (isset($_GET['get_canned_response'])) {
enforceUserPermission('module_support');
$canned_response_id = intval($_GET['get_canned_response']);
$canned_sql = mysqli_query($mysqli, "SELECT canned_response_body FROM canned_responses
WHERE canned_response_id = $canned_response_id AND canned_response_archived_at IS NULL LIMIT 1");
$canned_row = mysqli_fetch_assoc($canned_sql);
// Purified here rather than at save time, the same way ticket replies and ticket
// template details are - what lands in the editor is what would have been rendered
require_once "../libs/htmlpurifier/HTMLPurifier.standalone.php";
$canned_purifier_config = HTMLPurifier_Config::createDefault();
$canned_purifier_config->set('Cache.DefinitionImpl', null);
$canned_purifier_config->set('URI.AllowedSchemes', ['data' => true, 'src' => true, 'http' => true, 'https' => true]);
$canned_purifier = new HTMLPurifier($canned_purifier_config);
$response = [];
$response['body'] = $canned_row ? $canned_purifier->purify($canned_row['canned_response_body']) : '';
echo json_encode($response);
}
/*
* Returns ordered list of active contacts for a specified client
*/

88
agent/ticket.php
View File

@@ -727,8 +727,57 @@ if (isset($_GET['ticket_id'])) {
<?php } ?>
</div>
<?php
/*
* Canned responses offered on this ticket: the ones tied to its
* category, plus the general ones that are offered everywhere.
* Names only - the body is fetched when one is picked, so a
* shelf of long responses does not ride along with every ticket.
*/
$sql_canned_responses = mysqli_query($mysqli, "SELECT canned_response_id, canned_response_name, canned_response_category_id
FROM canned_responses
WHERE canned_response_archived_at IS NULL
AND (canned_response_category_id = 0 OR canned_response_category_id = $ticket_category)
ORDER BY canned_response_name ASC");
$canned_responses_for_category = [];
$canned_responses_general = [];
while ($canned_row = mysqli_fetch_assoc($sql_canned_responses)) {
if (intval($canned_row['canned_response_category_id']) === 0) {
$canned_responses_general[] = $canned_row;
} else {
$canned_responses_for_category[] = $canned_row;
}
}
if ($canned_responses_for_category || $canned_responses_general) { ?>
<div class="mb-3">
<select class="form-select" id="canned_response_picker">
<option value="">- Insert a canned response -</option>
<?php if ($canned_responses_for_category) { ?>
<optgroup label="<?= $ticket_category_display ?>">
<?php foreach ($canned_responses_for_category as $canned_row) { ?>
<option value="<?= intval($canned_row['canned_response_id']) ?>"><?= escapeHtml($canned_row['canned_response_name']) ?></option>
<?php } ?>
</optgroup>
<?php } ?>
<?php if ($canned_responses_general) { ?>
<optgroup label="All categories">
<?php foreach ($canned_responses_general as $canned_row) { ?>
<option value="<?= intval($canned_row['canned_response_id']) ?>"><?= escapeHtml($canned_row['canned_response_name']) ?></option>
<?php } ?>
</optgroup>
<?php } ?>
</select>
</div>
<?php } ?>
<div class="mb-3">
<textarea class="form-control tinymceTicket" name="ticket_reply" placeholder="Type a response"></textarea>
<textarea class="form-control tinymceTicket" id="ticket_reply" name="ticket_reply" placeholder="Type a response"></textarea>
</div>
<div class="mb-3">
@@ -1424,6 +1473,43 @@ require_once "../includes/footer.php";
});
}
// Canned responses - insert at the cursor rather than replacing, so picking one into a
// half-written reply adds to it. The body is fetched on demand; TinyMCE owns the field
// by now, so setting the textarea value directly would do nothing visible.
const cannedPicker = document.getElementById('canned_response_picker');
if (cannedPicker) {
cannedPicker.addEventListener('change', function () {
const cannedId = cannedPicker.value;
if (!cannedId) return;
cannedPicker.disabled = true;
fetch('ajax.php?get_canned_response=' + encodeURIComponent(cannedId))
.then(response => response.json())
.then(data => {
const editor = window.tinymce ? tinymce.get('ticket_reply') : null;
if (editor) {
editor.insertContent(data.body);
editor.focus();
} else {
// TinyMCE failed to load - fall back to the plain textarea
const textarea = document.getElementById('ticket_reply');
if (textarea) {
textarea.value += data.body;
}
}
})
.catch(() => {
alert('Could not load that canned response.');
})
.finally(() => {
cannedPicker.disabled = false;
cannedPicker.value = '';
});
});
}
// Conversation filter - show everything, only what the client can see, or only internal notes
const replyFilter = document.getElementById('replyFilter');
if (replyFilter) {