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Fix some Ticket History gaps

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johnnyq
2026-08-01 14:33:37 -04:00
parent cdb4a43b89
commit 75028ba09a
11 changed files with 163 additions and 10 deletions
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52
agent/post/ticket.php
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@@ -127,7 +127,7 @@ if (isset($_POST['add_ticket'])) {
$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
$ticket_priority = escapeSql($row['ticket_priority']);
$ticket_status = escapeSql($row['ticket_status']);
$ticket_status_name = escapeSql(getTicketStatusName($row['ticket_status']));
$ticket_status_name = getTicketStatusName($row['ticket_status'], 'sql');
$client_id = intval($row['ticket_client_id']);
$ticket_created_by = intval($row['ticket_created_by']);
$ticket_assigned_to = intval($row['ticket_assigned_to']);
@@ -245,9 +245,31 @@ if (isset($_POST['edit_ticket'])) {
enforceClientAccess();
}
/*
* The edit modal can change priority and assignment, which the dedicated
* priority and assign handlers record - so read the originals first and
* record the same changes when they come through here instead
*/
$original_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT ticket_priority, ticket_assigned_to FROM tickets WHERE ticket_id = $ticket_id"));
$original_priority = escapeSql($original_row['ticket_priority']);
$original_assigned_to = intval($original_row['ticket_assigned_to']);
mysqli_query($mysqli, "UPDATE tickets SET ticket_category = $category_id, ticket_subject = '$ticket_subject', ticket_priority = '$ticket_priority', ticket_billable = $billable, ticket_details = '$details', ticket_due_at = $due, ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_contact_id = $contact_id, ticket_assigned_to = $assigned_to, ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_project_id = $project_id WHERE ticket_id = $ticket_id");
applyTicketSla($ticket_id);
if ($original_priority !== $ticket_priority) {
logTicketHistory($ticket_id, "$session_name changed priority from $original_priority to $ticket_priority");
}
if ($original_assigned_to !== $assigned_to) {
if ($assigned_to) {
$new_agent_name = escapeSql(getFieldById('users', $assigned_to, 'user_name', 'raw'));
logTicketHistory($ticket_id, "$session_name assigned the ticket to $new_agent_name");
} else {
logTicketHistory($ticket_id, "$session_name unassigned the ticket");
}
}
// Add Additional Assets
if (isset($_POST['additional_assets'])) {
mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id");
@@ -875,6 +897,8 @@ if (isset($_POST['assign_ticket'])) {
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
logTicketHistory($ticket_id, "$session_name assigned the ticket to $agent_name");
logAudit("Ticket", "Edit", "$session_name reassigned $ticket_prefix$ticket_number to $agent_name", $client_id, $ticket_id);
// Notification
@@ -1083,6 +1107,8 @@ if (isset($_POST['bulk_assign_ticket'])) {
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
logTicketHistory($ticket_id, "$session_name assigned the ticket to $agent_name");
logAudit("Ticket", "Edit", "$session_name reassigned ticket $ticket_prefix$ticket_number to $agent_name", $client_id, $ticket_id);
triggerCustomAction('ticket_assign', $ticket_id);
@@ -1292,7 +1318,9 @@ if (isset($_POST['bulk_merge_tickets'])) {
// Update new parent ticket
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was bulk merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
logAudit("Ticket", "Merged", "$session_name Merged ticket $ticket_prefix$ticket_number into $ticket_prefix$merge_into_ticket_number", $client_id, $ticket_id);
logTicketHistory($ticket_id, "$session_name merged this ticket into $ticket_prefix$merge_into_ticket_number and closed it");
logAudit("Ticket", "Merged", "$session_name Merged ticket $ticket_prefix$ticket_number into $ticket_prefix$merge_into_ticket_number", $client_id, $ticket_id);
// Custom action/notif handler
triggerCustomAction('ticket_merge', $ticket_id);
@@ -1372,6 +1400,8 @@ if (isset($_POST['bulk_resolve_tickets'])) {
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$details', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '$ticket_reply_time_worked', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
logTicketHistory($ticket_id, "$session_name resolved the ticket");
logAudit("Ticket", "Resolve", "$session_name resolved $ticket_prefix$ticket_number - $ticket_subject", $client_id, $ticket_id);
triggerCustomAction('ticket_resolve', $ticket_id);
@@ -1518,6 +1548,9 @@ if (isset($_POST['bulk_ticket_reply'])) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
$new_status_name = getTicketStatusName($ticket_status, 'sql');
logTicketHistory($ticket_id, "$session_name set the status to $new_status_name");
logAudit("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id);
// Custom action/notif handler
@@ -1533,6 +1566,8 @@ if (isset($_POST['bulk_ticket_reply'])) {
setTicketResolutionSlaMet($ticket_id);
// Logging
logTicketHistory($ticket_id, "$session_name resolved the ticket");
logAudit("Ticket", "Resolved", "$session_name resolved Ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
triggerCustomAction('ticket_resolve', $ticket_id);
@@ -1840,6 +1875,8 @@ if (isset($_POST['add_ticket_reply'])) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
setTicketResolutionSlaMet($ticket_id);
logTicketHistory($ticket_id, "$session_name resolved the ticket");
logAudit("Ticket", "Resolved", "$session_name resolved Ticket ticket ID $ticket_id", $client_id, $ticket_id);
}
@@ -1995,6 +2032,9 @@ if (isset($_POST['add_ticket_reply'])) {
flashAlert("Stored on the ticket but too large to email: <strong>" . implode(', ', $skipped_names) . "</strong>", 'error');
}
$new_status_name = getTicketStatusName($ticket_status, 'sql');
logTicketHistory($ticket_id, "$session_name set the status to $new_status_name");
logAudit("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id);
redirect();
@@ -2213,6 +2253,8 @@ if (isset($_POST['merge_ticket'])) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_updated_at = NOW() WHERE ticket_id = $merge_into_ticket_id");
logTicketHistory($ticket_id, "$session_name merged this ticket into $ticket_prefix$merge_into_ticket_number and closed it");
logAudit("Ticket", "Merged", "$session_name Merged ticket $ticket_prefix$ticket_number into $ticket_prefix$merge_into_ticket_number");
triggerCustomAction('ticket_merge', $ticket_id);
@@ -2285,6 +2327,8 @@ if (isset($_GET['resolve_ticket'])) {
syncTicketSlaClock($ticket_id);
setTicketResolutionSlaMet($ticket_id);
logTicketHistory($ticket_id, "$session_name resolved the ticket");
logAudit("Ticket", "Resolved", "$session_name resolved ticket $ticket_prefix$ticket_number (ID: $ticket_id)", $client_id, $ticket_id);
triggerCustomAction('ticket_resolve', $ticket_id);
@@ -2389,6 +2433,8 @@ if (isset($_GET['close_ticket'])) {
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket closed.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
logTicketHistory($ticket_id, "$session_name closed the ticket");
logAudit("Ticket", "Closed", "$session_name closed ticket ID $ticket_id", $client_id, $ticket_id);
triggerCustomAction('ticket_close', $ticket_id);
@@ -2489,6 +2535,8 @@ if (isset($_GET['reopen_ticket'])) {
syncTicketSlaClock($ticket_id);
resetTicketResolutionSla($ticket_id);
logTicketHistory($ticket_id, "$session_name reopened the ticket");
logAudit("Ticket", "Reopened", "$session_name reopened ticket ID $ticket_id", $client_id, $ticket_id);
triggerCustomAction('ticket_update', $ticket_id);