diff --git a/.gitignore b/.gitignore index ad22028c1..abecda13c 100644 --- a/.gitignore +++ b/.gitignore @@ -29,6 +29,8 @@ uploads/tickets/* !uploads/tickets/index.php uploads/ticket_templates/* !uploads/ticket_templates/index.php +uploads/canned_responses/* +!uploads/canned_responses/index.php .idea/* plugins/htmlpurifier/standalone/HTMLPurifier/DefinitionCache/Serializer/HTML/* !plugins/htmlpurifier/standalone/HTMLPurifier/DefinitionCache/Serializer/HTML/.gitkeep diff --git a/CHANGELOG.md b/CHANGELOG.md index 882ec300d..2b98d78af 100644 --- a/CHANGELOG.md +++ b/CHANGELOG.md @@ -6,9 +6,9 @@ This file documents all notable changes made to ITFlow. ### Upgrading to 26.11 -Update from Maintenance > Update — Queue Update hands the job to cron, which updates the files and applies this release's database changes (2.7.9 to 3.2.3) in the same pass. Nothing else is required. +Update from Maintenance > Update — Queue Update hands the job to cron, which updates the files and applies this release's database changes (2.7.9 to 3.2.4) in the same pass. Nothing else is required. -This is a big release, with forty-four database steps in one go, so take a backup before you update. +This is a big release, with forty-five database steps in one go, so take a backup before you update. The update also clears out data that deletes in older versions left behind, all of it pointing at something that no longer exists: @@ -45,7 +45,7 @@ What the API makes from now on - tickets, replies, clients and the rest - is sta Ticket templates keep their subject, details and tasks, and set nothing else on a ticket until you give them a category, priority, agent, due time or tags. Words in square brackets already in a template, like [Employee Name], are asked for as plain, optional text when a ticket is raised from it, until you set them up on the template's page (see New Features, Ticket templates). Tickets raised before the update don't know which template they came from, so a template's use is counted from the update on. The starter ticket templates you added from Maintenance > Starter Content stay as they are; Update on that page brings them up to the new versions, which ask what they need and come with request forms. -Canned responses keep their names, what they say and their ticket category. One whose category had been deleted is offered on every ticket, as it already was. How often each is used is counted from the update. None sets up anything on the reply until you give it a reply type, status or time worked on its Sets up tab. +Canned responses keep their names, what they say and their ticket category. One whose category had been deleted is offered on every ticket, as it already was. How often each is used is counted from the update. None sets up anything on the reply until you give it a reply type, status or time worked on its Sets up tab. Every canned response already there is shared - offered to everyone, as before - and none has files. If you are coming from 26.08 or earlier, the database update still has to be run from the command line one time, exactly as described under Upgrading to 26.09 below. @@ -262,6 +262,7 @@ If you are coming from 26.08 or earlier, the database update still has to be run - Open Ticket Aging: the open tickets right now by how long they have been open, per agent and per client, with whose move it is, their SLA and when anything last happened. - Client Profitability: income, direct costs and time per client, what you earn per hour against your target rate, and recurring revenue. - Quotes Pipeline: quotes won, lost and open, the win rate by count and by value, and open quotes about to expire. + - Canned Responses: how often each canned response goes into a reply, on how many tickets and by how many agents, against the period before, and when it was last used - every current one, so the ones not used show - and by agent, how often each reaches for one, how many different ones and how many of their own. An admin sees every agent's own; anyone else sees the shared ones and their own. - Ticket Templates: how often each template is used and how - by agents, from the client portal's request forms, by recurring tickets and by project templates - with what is resolved and still open, how long its tickets take and the time spent on them, and the templates not used in the period. - Mileage: trips by agent and by client, valued at your rate per mile. - Budget vs Actual: set a monthly budget for each expense category right on the report, or copy last year's, and see spending against it by month and category. @@ -515,6 +516,13 @@ If you are coming from 26.08 or earlier, the database update still has to be run - Sending a reply a canned response went into with something still in square brackets - [Date of visit] - asks first: Fill them in selects the first one to type over, or Send anyway. - Update & Reply on the tickets list offers the responses for the tickets' categories and the ones for every ticket. [First Name], [Ticket], [Ticket Link] and the other placeholders in what you write there are filled in for each ticket as it is sent, and a response picked into it counts as used on each. - Admin > Categories counts the canned responses offered on each ticket category, linked to the list of them, and merging categories moves them over. + - Agents can keep canned responses of their own, in their account under Canned Responses - offered to them alone, first in the picker as Yours. The page lists theirs and the shared ones, with how often they have used each, and their own can be changed, copied, archived and deleted there. A shared one can be copied to theirs, to change as they like. + - Save your reply as a canned response, at the foot of the picker, opens what you have written with the ticket's contact, first name, client, ticket number, subject, link and your name swapped back for placeholders, offered on the ticket's category, to change before saving. A switch puts it back as you wrote it. It is saved without leaving the ticket: your reply stays as it was, and the new one is in the picker straight away. + - Admin > Canned Responses has an Agents' own tab, saying whose each is, and Share with everyone moves one to the shared ones. A copy made there is shared. An admin can share one of their own from their account too, or tick Share with everyone when saving a reply. + - Files can go with a canned response - a how-to, a form to fill in - up to ten, on its Files tab, of the kinds a ticket takes. Picking it shows them under the picker, each with an x to leave it off, and the rest are copied onto the ticket with the reply and sent with its email - on a ticket and in Update & Reply. The lists show how many files each has. + - Export and import: Admin > Canned Responses exports every current shared one, the ones picked (archived ones too, if you like), or one from its menu, as a file to import into another ITFlow or keep. Each goes with what it says, the ticket categories it is offered on and what it sets up, and its files unless you leave them out. Importing brings them in shared, matches the categories by name and makes the ones missing, matches the status after the reply by name, and for one already here by name leaves yours, adds the file's as well under a name of its own, or replaces yours with it - keeping how often yours has been used. What comes in is made safe, and a file of a kind a ticket doesn't take is left out and said. + - Starter Content has a Canned Responses pack for an MSP: received, waiting on you, following up, resolved, closing with no reply, a remote session, an onsite visit, escalated to the vendor, an internal handover, billable work, password reset, multi-factor sign-in set up again, account unlocked, licence assigned, phishing reported (phishing or safe), a possible security incident, a new starter ready, a leaver done, warranty repair, printer fixed, file restored, a monitoring alert cleared, internet down with the provider, voicemail PIN reset, a quote sent and an invoice question. Each is filled in from the ticket, sets the reply up (who sees it, the status after it, time worked), and the ones for one kind of ticket are offered on its category. Update brings the ones you added before up to the current version. + - The New Canned Response button's menu has Import, Export, the report and the starter ones. - **Assets** - The asset list has: - type icons, colored status pills and OS icons @@ -1478,6 +1486,16 @@ If you are coming from 26.08 or earlier, the database update still has to be run - The picker: `agent/includes/inc_canned_response_picker.php` (`$canned_picker_groups`, `$canned_picker_id`, `$canned_picker_editor`, `$canned_picker_ticket_id` - 0 for Update & Reply) and `agent/js/canned_response_picker.js`, which exposes `window.itflowCannedPick(pickerId, id)` and asks before a submit with bracketed words left. `js/app.js` `itflowCannedAutocompleter(editor)` adds the / menu to the `.tinymce` and `.tinymceTicket` editors whose textarea names a picker in `data-canned-picker`. `get_canned_response` answers `found`, `id`, `name`, `body`, `reply_type`, `reply_type_name`, `ticket_status`, `status_name`, `minutes` and `minutes_text`. - `bulk_ticket_reply` fills the placeholders for each ticket with `cannedResponsePlaceholders()` - its email too - and records `canned_response_ids[]` on each. `agent/js/ticket_time_tracking.js` resets the timer on the reply form's submit, when it isn't prevented, rather than on a click of Send. - Categories: a use in `categoryKinds()` can be a link table - `link` (`owner`, `records`, `join`). `categoryUsage()` joins it, `categoryMoveRecords()` adds the new category and takes the old ones off, and the API's `used_by` counts them under `records` (still `canned_responses`). + - Database 3.2.4: `canned_responses` gains `canned_response_user_id` (0 for a shared one, otherwise the agent whose own it is - indexed) and `canned_response_created_by`. New `canned_response_files` (`canned_response_file_id`, `canned_response_file_canned_response_id` - deleted with its response - `canned_response_file_name`, `canned_response_file_reference_name`, `canned_response_file_size`, `canned_response_file_created_at`); the files are kept in `uploads/canned_responses//`. + - `functions/canned_response.php`: `cannedResponseUsableSql($user_id)` and `cannedResponseUsable($row, $user_id)` (shared, or theirs). `cannedResponseSave($id, $fields, $owner_id = 0)` sets the owner and maker of a new one. `cannedResponseCopy($id, $owner_id = null)` copies the files too, and is the same owner's unless given one. `cannedResponsePickerGroups($category_ids, $user_id)` and `cannedResponsesForTicket($category_id, $user_id)` take the agent - Yours first, the agent's own for those categories or every ticket - and each row has `file_count`. Files: `CANNED_RESPONSE_MAX_FILES`, `cannedResponseFileDir()`, `cannedResponseFilesFor($ids)`, `cannedResponseFiles($id)`, `cannedResponseSaveFiles($id, $field = 'files')` (returns the names refused), `cannedResponseRemoveFiles($id, $file_ids)`, `cannedResponseCopyFiles($from, $to)`, `cannedResponseDeleteFiles($id)`, `cannedResponseAttachFiles($file_ids, $ticket_id, $reply_id, $user_id)` (copies onto the ticket and returns what `saveTicketAttachments()` does - only the files of responses the agent may use) and `cannedResponseFileSizeText()`. `cannedResponseUnfill($html, $ticket_id, $agent_name)` returns `[$html, $placeholders]`, swapping in the text only. + - `functions/files.php`: `TICKET_ATTACHMENT_EXTENSIONS`, which `saveTicketAttachments()` uses. + - The response window's fields moved to `includes/canned_response_form.php`, with a Files tab (`files[]`, `remove_file_ids[]`), shared by the admin windows and the account ones, which post as multipart. `admin/canned_responses.php` takes `show=personal`. `admin/post/canned_response.php` has GET `share_canned_response`, `copy_canned_response` makes a shared copy, and add and edit keep and remove files. + - Your account: `agent/user/user_canned_responses.php` (`q`, `category`, `sort`, `order`, `page`, `show=shared`), in the account nav for Support at Modify. `agent/user/modals/canned_response_add.php` (`category`), `canned_response_edit.php` (`id`) and `canned_response_save.php` (`ticket_id`, `editor`, `picker`) with `agent/js/canned_response_save.js`. `agent/user/post/canned_response.php`: `add_your_canned_response` - with `respond_json=1` (and `ticket_id`, and `share` for an admin) it answers JSON: `ok`, `id`, `name`, `preview`, `sets_up`, `group` (where the picker on that ticket offers it, or ''), `shared`, `message` and `refused`, or `ok: false` with `error` - `edit_your_canned_response`, and GET `copy_your_canned_response`, `copy_canned_response_to_yours`, `archive_your_canned_response`, `restore_your_canned_response` and `delete_your_canned_response`, each the agent's own only. Their audit entries say "their own". + - `agent/ajax.php`: `get_canned_response` answers only a shared one or the agent's own, with `files` (`id`, `name`, `size`). POST `canned_response_unfill` (`csrf_token`, `ticket_id`, `html`) answers `html`, `original` and `placeholders`, for Support at Modify. `agent/canned_response_file.php?file_id=` (`action=view` for inline) streams a file to those who may use its response, and to admins. + - `add_ticket_reply` and `bulk_ticket_reply` take `canned_response_file_ids[]`, put on the reply with `cannedResponseAttachFiles()` and sent with its email. The picker is drawn on a ticket even with none on offer (`[data-canned-empty]`), ends with `[data-canned-save-open]` and a link to the agent's own, and shows the files in `[data-canned-files]`; the ticket's reply box always names it in `data-canned-picker`. + - Export and import: new `functions/canned_response_transfer.php` - `cannedResponsesExport($ids, $archived, $with_files)` (the file's contents: `format` itflow-canned-responses, `version` 1, `responses`, each with `name`, `body`, `categories` by name, `reply_type` - `internal`, `public`, `email` or null - `status` by name, `minutes` and, when exported with them, `files` as `name` and base64 `data`, each up to `CANNED_RESPONSE_TRANSFER_FILE_MAX`), `cannedResponsesExportFileName()`, `cannedResponsesImportRead($contents, &$error)` (checks and tidies a file - the body through `documentHtmlPurify()`, statuses matched to `cannedResponseStatuses()`, files to `TICKET_ATTACHMENT_EXTENSIONS` - and takes the starter pack's array the same way), `cannedResponsesImport($responses, $existing, $only_existing)` (`skip`, `copy` or `replace`, against shared ones only; a response without `files` keeps its own), `cannedResponseImportCategory()`, `cannedResponseAddFileData($id, $name, $bytes)` and `cannedResponsesImportSummary()`. Handlers in `admin/post/canned_response.php`: POST `export_canned_responses` (`canned_response_ids[]`, `archived`, `files`), GET `export_canned_response` and POST `import_canned_responses` (`file`, `existing`), with `admin/modals/canned_response/canned_response_export.php` and `canned_response_import.php`. Audit entries are Canned Response Export and Import. + - Starter Content: a pack can say how its ones already here are updated (`update` - `button`, `confirm` - in `starterContentPacks()`), which draws the Update button. New `canned_responses` pack: `starterContentCannedResponses()` in the file format, `starterLoadCannedResponses()` through `cannedResponsesImport()`, and `starterUpdateCannedResponses()` with the `update_starter_canned_responses` handler. + - Report: `agent/reports/canned_responses.php` (`client_id`, `agent` - who used it - and the period; `export=csv` by response, `table=agents` by agent), `canned_responses` in `reportCatalog()` under Service Desk. - Empty states: every list page sets `$empty_state` before including `includes/filter_footer.php`, and `includes/inc_empty_state.php` draws it with `emptyStateHtml()` (`functions/format.php`) when the list has nothing - `thing`, `icon`, `title`, `text`, `actions` (`label`, `modal` or `href`, `size`, `icon`; the first is the main one), `archived`, `view`, `filtered`, `views`, `match_title`, `match_text` and `clear_url`. `emptyStateFiltered($views)` reads the GET string for a search or filter, leaving out paging, sorting, `client_id`, `archived` and the page's views, and `emptyStateClearUrl($views)` is the page without them. `emptyStatePill($pills, $key, $default, $good)` builds a pill's own state from the page's pill array (`label`, `icon`, `title`, `alarm`), with a tick for `alarm` pills and the keys in `$good`. Files, notifications and racks call `emptyStateHtml()` in their own layout; files and notifications set `$empty_state_skip`. A page that sets nothing still gets one, worded from `$page_title`. The pages' own empty blocks (`.itflow-asset-empty` under a list) are gone. CSS: `.itflow-empty-state` with `-icon` (a grey round tile), `-title`, `-text` and `-actions`. - Removed unused helpers and files: - `credentialLink()`, `projectLink()`, `linkCounts()`, `assetContactAvatar()`, `clientOverviewPersonInitials()`, and `getMonthlyTax()` and `getQuarterlyTax()`, which looked a tax up by name diff --git a/admin/canned_responses.php b/admin/canned_responses.php index 484a85f49..012b29d55 100644 --- a/admin/canned_responses.php +++ b/admin/canned_responses.php @@ -6,10 +6,16 @@ * ticket categories it is set to, or on every ticket, and its placeholders * are filled in from the ticket as it goes in. Each row shows what it says, * where it is offered, what picking it sets up on the reply (who sees it, - * the status after it, time worked) and how often it has gone into a reply. A response - * can be changed, copied as the start of another, archived - not offered on - * tickets - or deleted. The work is in functions/canned_response.php; the - * handlers are admin/post/canned_response.php. + * the status after it, time worked), the files that go with it and how often + * it has gone into a reply. A response can be changed, copied as the start of + * another, exported, archived - not offered on tickets - or deleted. The New + * button's menu imports and exports them as a file, and leads to the + * Canned Responses report and the starter ones. + * + * Active and Archived hold the shared ones; Agents' own the ones agents made + * for themselves (in their account, or saved from a reply), each with whose + * it is - one can be shared with everyone from its menu. The work is in + * functions/canned_response.php; the handlers are admin/post/canned_response.php. */ // Default Column Sortby Filter @@ -18,7 +24,15 @@ $order = "ASC"; require_once "includes/inc_all_admin.php"; -$show_archived = ($_GET['show'] ?? '') === 'archived'; +// The views: the shared ones offered now, the agents' own, and the archived ones +$views = [ + '' => ['label' => 'Active', 'icon' => 'fa-comment-dots', 'where' => 'canned_response_archived_at IS NULL AND canned_response_user_id = 0', 'title' => 'Shared - offered to everyone'], + 'personal' => ['label' => "Agents' own", 'icon' => 'fa-user', 'where' => 'canned_response_archived_at IS NULL AND canned_response_user_id > 0', 'title' => 'Offered to the agent who made each - share one with everyone from its menu'], + 'archived' => ['label' => 'Archived', 'icon' => 'fa-archive', 'where' => 'canned_response_archived_at IS NOT NULL', 'title' => 'Not offered on tickets'], +]; +$show = (string) ($_GET['show'] ?? ''); +$show = isset($views[$show]) ? $show : ''; +$show_archived = $show === 'archived'; // Where it is offered: any, every ticket (no category), or one ticket category $category_filter = (string) ($_GET['category'] ?? ''); @@ -41,14 +55,16 @@ if ($category_filter === 'every') { $filters .= " AND EXISTS (SELECT 1 FROM canned_response_categories c WHERE c.canned_response_id = canned_responses.canned_response_id AND c.category_id = " . intval($category_filter) . ")"; } -$sql = mysqli_query($mysqli, "SELECT SQL_CALC_FOUND_ROWS canned_responses.canned_response_id, canned_response_name, canned_response_body, canned_response_reply_type, canned_response_ticket_status, canned_response_minutes, canned_response_created_at, canned_response_updated_at, canned_response_archived_at, +$sql = mysqli_query($mysqli, "SELECT SQL_CALC_FOUND_ROWS canned_responses.canned_response_id, canned_response_name, canned_response_body, canned_response_reply_type, canned_response_ticket_status, canned_response_minutes, + canned_response_user_id, canned_response_created_at, canned_response_updated_at, canned_response_archived_at, owner.user_name AS owner_name, COALESCE(used.use_count, 0) AS use_count, used.last_used FROM canned_responses + LEFT JOIN users owner ON owner.user_id = canned_response_user_id AND canned_response_user_id > 0 LEFT JOIN ( SELECT canned_response_use_canned_response_id AS used_id, COUNT(*) AS use_count, MAX(canned_response_use_created_at) AS last_used FROM canned_response_uses GROUP BY canned_response_use_canned_response_id ) used ON used.used_id = canned_responses.canned_response_id - WHERE $filters AND canned_response_archived_at IS " . ($show_archived ? 'NOT NULL' : 'NULL') . " + WHERE $filters AND {$views[$show]['where']} ORDER BY {$sortable_columns[$sort]}, canned_responses.canned_response_id ASC LIMIT $record_from, $record_to"); @@ -59,15 +75,19 @@ while ($row = mysqli_fetch_assoc($sql)) { $responses[intval($row['canned_response_id'])] = $row; } $response_categories = cannedResponseCategoriesFor(array_keys($responses)); +$response_files = cannedResponseFilesFor(array_keys($responses)); -$counts = mysqli_fetch_row(mysqli_query($mysqli, "SELECT COALESCE(SUM(canned_response_archived_at IS NULL), 0), COALESCE(SUM(canned_response_archived_at IS NOT NULL), 0) FROM canned_responses WHERE $filters")); +$counts = mysqli_fetch_row(mysqli_query($mysqli, "SELECT " . implode(', ', array_map(function ($view) { + return "COALESCE(SUM({$view['where']}), 0)"; +}, $views)) . " FROM canned_responses WHERE $filters")); +$view_counts = array_combine(array_keys($views), $counts); $sort_link = function ($column, $label) use ($url_query_strings_sort, $sort, $disp, $order_icon) { return '' . $label . ($sort === $column ? " $order_icon" : '') . ''; }; -$pill_url = function ($archived) use ($category_filter) { - return '?' . http_build_query(array_filter(['q' => $_GET['q'] ?? '', 'category' => $category_filter, 'show' => $archived ? 'archived' : ''])); +$pill_url = function ($view) use ($category_filter) { + return '?' . http_build_query(array_filter(['q' => $_GET['q'] ?? '', 'category' => $category_filter, 'show' => $view])); }; $add_url = 'modals/canned_response/canned_response_add.php' . (intval($category_filter) > 0 ? '?category=' . intval($category_filter) : ''); @@ -79,12 +99,32 @@ $csrf = $_SESSION['csrf_token'];

Canned Responses

- +
+ + +
+ + Import + + + Export + +
+ + How they are used + + + Starter canned responses + +
+
- +
@@ -104,8 +144,9 @@ $csrf = $_SESSION['csrf_token'];
@@ -133,6 +174,8 @@ $csrf = $_SESSION['csrf_token']; : 'Every ticket'; $preview = cannedResponsePreview($row['canned_response_body']); $sets_up = cannedResponseSetsUpHtml($row); + $files = $response_files[$canned_response_id] ?? []; + $owner_id = intval($row['canned_response_user_id']); ?> @@ -143,8 +186,16 @@ $csrf = $_SESSION['csrf_token'];
- -
+ +
+ + + file + +
+ + +
Archived
@@ -165,9 +216,18 @@ $csrf = $_SESSION['csrf_token']; Edit - - Copy + + + + Export + + + + Share with everyone + +
@@ -197,6 +257,12 @@ $csrf = $_SESSION['csrf_token']; 'filtered' => $q !== '' || $category_filter !== '', 'archived' => $show_archived, 'views' => ['show'], + 'view' => $show === 'personal' ? [ + 'title' => "No agents' own canned responses", + 'icon' => 'fa-user', + 'text' => 'Agents make their own in their account, under Canned Responses, or with Save as canned response on a ticket reply. Share one with everyone from its menu here.', + 'actions' => [], + ] : [], 'text' => 'Replies agents put into a ticket in one go - "Password reset done", "Waiting on you". [Contact], [Ticket], [Agent] and the like are filled in from the ticket.', 'actions' => [['label' => 'New Canned Response', 'modal' => $add_url, 'size' => 'lg']], ]; diff --git a/admin/database_updates/3.2.4.php b/admin/database_updates/3.2.4.php new file mode 100644 index 000000000..c953c4088 --- /dev/null +++ b/admin/database_updates/3.2.4.php @@ -0,0 +1,29 @@ +/ + // and copied onto the ticket of each reply it goes into + mysqli_query($mysqli, "CREATE TABLE `canned_response_files` ( + `canned_response_file_id` int(11) NOT NULL AUTO_INCREMENT, + `canned_response_file_canned_response_id` int(11) NOT NULL, + `canned_response_file_name` varchar(255) NOT NULL, + `canned_response_file_reference_name` varchar(255) NOT NULL, + `canned_response_file_size` int(11) NOT NULL DEFAULT 0, + `canned_response_file_created_at` datetime NOT NULL DEFAULT current_timestamp(), + PRIMARY KEY (`canned_response_file_id`), + KEY `canned_response_file_canned_response_id` (`canned_response_file_canned_response_id`), + CONSTRAINT `canned_response_files_ibfk_1` FOREIGN KEY (`canned_response_file_canned_response_id`) REFERENCES `canned_responses` (`canned_response_id`) ON DELETE CASCADE + ) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_general_ci"); diff --git a/admin/modals/canned_response/canned_response_add.php b/admin/modals/canned_response/canned_response_add.php index 739b25171..8a72d6449 100644 --- a/admin/modals/canned_response/canned_response_add.php +++ b/admin/modals/canned_response/canned_response_add.php @@ -1,7 +1,7 @@ New Canned Response
-
+
- +
diff --git a/admin/modals/canned_response/canned_response_edit.php b/admin/modals/canned_response/canned_response_edit.php index 8f143eb3e..81459c433 100644 --- a/admin/modals/canned_response/canned_response_edit.php +++ b/admin/modals/canned_response/canned_response_edit.php @@ -1,7 +1,7 @@
Canned response:
- +
- + +
- offered to them alone. Share it with everyone from its menu in the list.
+ +
diff --git a/admin/modals/canned_response/canned_response_export.php b/admin/modals/canned_response/canned_response_export.php new file mode 100644 index 000000000..b94c582fc --- /dev/null +++ b/admin/modals/canned_response/canned_response_export.php @@ -0,0 +1,60 @@ + + +
+
Export canned responses
+ +
+ + + +
+

A file to import into another ITFlow, or keep. Each response goes with what it says, the ticket categories it is offered on and what it sets up on the reply. Agents' own stay here.

+ +
+ +
+ + +
+
Leave it empty for every current one.
+
+ +
+ + +
+
+ + +
+
+ +
+ + +
+ + + + +
+
Import canned responses
+ +
+
+ + +
+

A file exported from Admin > Canned Responses in this or another ITFlow. They come in shared, offered to everyone. The ticket categories they are offered on are matched by name, and made when they aren't here; a status after the reply is matched by name too.

+ +
+ +
+ + +
+
+ +
+ +
+ + +
+
+
+ +
+ + +
+
+ + Canned Responses) - making, changing, copying, - * archiving and deleting them. The work is in functions/canned_response.php. + * archiving and deleting them, with their files, sharing an agent's own + * with everyone, and exporting and importing them as a file. What is made + * here is shared. The work is in functions/canned_response.php and + * functions/canned_response_transfer.php; an agent's own are made in Your + * account (agent/user/post/canned_response.php). */ defined('FROM_POST_HANDLER') || die("Direct file access is not allowed"); @@ -32,9 +36,14 @@ if (isset($_POST['add_canned_response']) || isset($_POST['edit_canned_response'] $canned_response_id = cannedResponseSave($canned_response_id, $fields); $name = escapeSql($fields['name']); + // Its files - the ones ticked off go, the new ones are kept + cannedResponseRemoveFiles($canned_response_id, (array) ($_POST['remove_file_ids'] ?? [])); + $refused = cannedResponseSaveFiles($canned_response_id); + logAudit("Canned Response", $editing ? "Edit" : "Create", "$session_name " . ($editing ? 'edited' : 'created') . " canned response $name", 0, $canned_response_id); - flashAlert("Canned response " . escapeHtml($fields['name']) . " " . ($editing ? 'saved' : 'created')); + flashAlert("Canned response " . escapeHtml($fields['name']) . " " . ($editing ? 'saved' : 'created') + . ($refused ? " - but not " . escapeHtml(implode(', ', $refused)) . ", a kind a ticket doesn't take or more than " . CANNED_RESPONSE_MAX_FILES . " files" : ''), $refused ? 'error' : 'success'); redirect(); @@ -44,8 +53,9 @@ if (isset($_GET['copy_canned_response'])) { validateCSRFToken(); + // A copy made here is shared, an agent's own copied too $row = cannedResponseForRequest($_GET['copy_canned_response']); - $new_id = cannedResponseCopy($row['canned_response_id']); + $new_id = cannedResponseCopy($row['canned_response_id'], 0); $new_name = (string) cannedResponseRow($new_id)['canned_response_name']; logAudit("Canned Response", "Create", "$session_name copied canned response " . escapeSql($row['canned_response_name']) . " as " . escapeSql($new_name), 0, $new_id); @@ -83,8 +93,9 @@ if (isset($_GET['delete_canned_response'])) { $row = cannedResponseForRequest($_GET['delete_canned_response']); $canned_response_id = intval($row['canned_response_id']); - // Its categories and its record of use go with it, by their foreign keys; replies it went into stay as they are + // Its categories, files and record of use go with it, by their foreign keys, and its folder of files; replies it went into stay as they are mysqli_query($mysqli, "DELETE FROM canned_responses WHERE canned_response_id = $canned_response_id"); + cannedResponseDeleteFiles($canned_response_id); logAudit("Canned Response", "Delete", "$session_name deleted canned response " . escapeSql($row['canned_response_name'])); @@ -93,3 +104,82 @@ if (isset($_GET['delete_canned_response'])) { redirect(); } + +if (isset($_GET['share_canned_response'])) { + + validateCSRFToken(); + + // An agent's own, offered to everyone from now on - it becomes a shared one, made here + $row = cannedResponseForRequest($_GET['share_canned_response']); + $owner = intval($row['canned_response_user_id']); + if ($owner) { + $owner_name = (string) getFieldById('users', $owner, 'user_name'); + mysqli_query($mysqli, "UPDATE canned_responses SET canned_response_user_id = 0 WHERE canned_response_id = " . intval($row['canned_response_id'])); + logAudit("Canned Response", "Edit", "$session_name shared " . escapeSql(($owner_name !== '' ? "$owner_name's" : "a removed agent's") . " canned response " . $row['canned_response_name']) . " with everyone", 0, intval($row['canned_response_id'])); + flashAlert("Canned response " . escapeHtml($row['canned_response_name']) . " is shared with everyone now"); + } + + redirect(); + +} + +if (isset($_POST['export_canned_responses']) || isset($_GET['export_canned_response'])) { + + // A file of responses to import into another ITFlow - every current shared one, the ones picked, or one + validateCSRFToken(); + + if (isset($_GET['export_canned_response'])) { + $row = cannedResponseForRequest($_GET['export_canned_response']); + $export = cannedResponsesExport([intval($row['canned_response_id'])]); + } else { + $export = cannedResponsesExport((array) ($_POST['canned_response_ids'] ?? []), !empty($_POST['archived']), !empty($_POST['files'])); + } + if (!$export['responses']) { + flashAlert('There are no canned responses to export.', 'error'); + redirect(); + } + + $count = count($export['responses']); + logAudit("Canned Response", "Export", "$session_name exported $count canned response" . ($count === 1 ? ' ' . escapeSql($export['responses'][0]['name']) : 's')); + + header('Content-Type: application/json; charset=utf-8'); + header('Content-Disposition: attachment; filename="' . cannedResponsesExportFileName($export) . '"'); + header('Cache-Control: no-store'); + echo json_encode($export, JSON_PRETTY_PRINT | JSON_UNESCAPED_SLASHES | JSON_UNESCAPED_UNICODE); + exit; + +} + +if (isset($_POST['import_canned_responses'])) { + + // Responses from a file exported by ITFlow, as shared ones + validateCSRFToken(); + + $file = $_FILES['file'] ?? null; + if ($file && in_array($file['error'], [UPLOAD_ERR_INI_SIZE, UPLOAD_ERR_FORM_SIZE], true)) { + flashAlert('That file is bigger than this server takes in an upload - export them without their files, or a few at a time.', 'error'); + redirect('canned_responses.php'); + } + if (!$file || $file['error'] !== UPLOAD_ERR_OK || !is_uploaded_file($file['tmp_name'])) { + flashAlert('Pick the file to import.', 'error'); + redirect('canned_responses.php'); + } + if ($file['size'] > 200 * 1024 * 1024) { + flashAlert('That file is too big to be canned responses.', 'error'); + redirect('canned_responses.php'); + } + $responses = cannedResponsesImportRead(file_get_contents($file['tmp_name']), $import_error); + if ($responses === null) { + flashAlert(escapeHtml($import_error), 'error'); + redirect('canned_responses.php'); + } + $existing = in_array($_POST['existing'] ?? '', ['skip', 'copy', 'replace'], true) ? $_POST['existing'] : 'skip'; + $counts = cannedResponsesImport($responses, $existing); + + logAudit("Canned Response", "Import", "$session_name imported canned responses from " . escapeSql(mb_substr((string) $file['name'], 0, 100)) . " - {$counts['added']} added, {$counts['replaced']} replaced, {$counts['skipped']} skipped"); + + flashAlert(cannedResponsesImportSummary($counts), $counts['files_refused'] ? 'warning' : ($counts['added'] || $counts['replaced'] ? 'success' : 'info')); + + redirect('canned_responses.php'); + +} diff --git a/admin/post/starter_content.php b/admin/post/starter_content.php index d5453a149..b70c35764 100644 --- a/admin/post/starter_content.php +++ b/admin/post/starter_content.php @@ -66,6 +66,26 @@ if (isset($_POST['update_starter_ticket_templates'])) { } +if (isset($_POST['update_starter_canned_responses'])) { + + // The starter canned responses already here, brought up to this version + validateCSRFToken(); + + require_once 'starter_content_model.php'; + + $counts = starterUpdateCannedResponses(); + + if ($counts['replaced']) { + logAudit("Starter Content", "Edit", "$session_name brought {$counts['replaced']} starter canned responses up to date"); + flashAlert("Brought {$counts['replaced']} starter canned responses up to date"); + } else { + flashAlert("None of the starter canned responses are here to update - add them instead", 'info'); + } + + redirect(); + +} + if (isset($_POST['load_demo_data'])) { validateCSRFToken(); diff --git a/admin/post/starter_content_model.php b/admin/post/starter_content_model.php index 10da43d7a..d83c0fdf7 100644 --- a/admin/post/starter_content_model.php +++ b/admin/post/starter_content_model.php @@ -36,6 +36,10 @@ function starterContentPacks() { 'label' => 'Ticket Templates', 'icon' => 'fa-life-ring', 'description' => 'Onboarding, offboarding, deployments, maintenance, incident response and client requests - each with its tasks, what it asks for and how it sets the ticket up, and a request form for the client portal on the ones clients raise.', + 'update' => [ + 'button' => 'update_starter_ticket_templates', + 'confirm' => 'Bring the %d starter ticket templates you have up to date? Their subject, details, setup, tasks, fill-ins and request form are replaced with this version - changes you made to them are lost. Their tickets, who they go to and whether their request form is on stay as they are.', + ], ], 'project_templates' => [ 'label' => 'Project Templates', @@ -43,6 +47,15 @@ function starterContentPacks() { 'description' => 'Common MSP projects, built out of the ticket templates above.', 'requires' => 'ticket_templates', ], + 'canned_responses' => [ + 'label' => 'Canned Responses', + 'icon' => 'fa-comment-dots', + 'description' => 'Replies agents put into a ticket in one go - received, waiting on you, resolved, password reset done, phishing reported and more - filled in from the ticket, setting the reply up, and offered on the ticket categories they are for.', + 'update' => [ + 'button' => 'update_starter_canned_responses', + 'confirm' => 'Bring the %d starter canned responses you have up to date? What they say, where they are offered and what they set up are replaced with this version - changes you made to them are lost. How often they have been used stays.', + ], + ], 'vendor_templates' => [ 'label' => 'Vendor Templates', 'icon' => 'fa-building', @@ -142,6 +155,8 @@ function starterContentLoad($mysqli, $pack, $dry_run = false) { return starterLoadTicketTemplates($mysqli, $dry_run); case 'project_templates': return starterLoadProjectTemplates($mysqli, $dry_run); + case 'canned_responses': + return starterLoadCannedResponses($mysqli, $dry_run); case 'vendor_templates': return starterLoadVendorTemplates($mysqli, $dry_run); case 'document_templates': @@ -184,6 +199,8 @@ function starterContentTotal($pack) { return count(starterContentTicketTemplates()); case 'project_templates': return count(starterContentProjectTemplates()); + case 'canned_responses': + return count(starterContentCannedResponses()); case 'vendor_templates': return count(starterContentVendorTemplates()); case 'document_templates': @@ -281,6 +298,38 @@ function starterUpdateTicketTemplates() { return ticketTemplatesImport($templates, 'replace', true); } +// ------------------------------ +// starterLoadCannedResponses +// Through the canned response import, as shared responses. One whose name a +// shared one here already has is left alone. +// ------------------------------ +function starterLoadCannedResponses($mysqli, $dry_run = false) { + $responses = cannedResponsesImportRead(['format' => CANNED_RESPONSE_FILE_FORMAT, 'version' => CANNED_RESPONSE_FILE_VERSION, 'responses' => starterContentCannedResponses()]); + if ($dry_run) { + $existing = []; + $sql = mysqli_query($mysqli, "SELECT canned_response_name FROM canned_responses WHERE canned_response_user_id = 0"); + while ($row = mysqli_fetch_row($sql)) { + $existing[mb_strtolower($row[0])] = true; + } + return count(array_filter($responses, function ($response) use ($existing) { + return !isset($existing[mb_strtolower($response['name'])]); + })); + } + return cannedResponsesImport($responses, 'skip')['added']; +} + +// ------------------------------ +// starterUpdateCannedResponses +// The starter canned responses already here, brought up to this library's +// version - what they say, where they are offered and what they set up +// replaced. Their record of use, files and whether they are archived stay. +// Returns the import's counts (cannedResponsesImport()). +// ------------------------------ +function starterUpdateCannedResponses() { + $responses = cannedResponsesImportRead(['format' => CANNED_RESPONSE_FILE_FORMAT, 'version' => CANNED_RESPONSE_FILE_VERSION, 'responses' => starterContentCannedResponses()]); + return cannedResponsesImport($responses, 'replace', true); +} + // ------------------------------ // starterLoadProjectTemplates // Links are resolved by ticket template name - one that is not present is @@ -1161,6 +1210,134 @@ function starterContentTicketTemplates() { } +// ------------------------------ +// starterContentCannedResponses +// In the canned response file format (functions/canned_response_transfer.php), +// loaded through the same import, as shared responses. What they say is HTML - +// the window edits it through TinyMCE. [Contact], [First Name], [Ticket], +// [Ticket Link] and the other placeholders are filled in from the ticket as a +// response goes in; anything else in square brackets is left for the agent +// to fill in before sending. Categories are this library's own, so they carry +// their colour and icon and are made when the Categories pack has not been +// added. Statuses are the built-in ones, by name. +// ------------------------------ +function starterContentCannedResponses() { + + // This library's ticket categories, by name + $category = function ($name) { + foreach (starterContentCategories() as $row) { + if ($row['type'] === 'Ticket' && $row['name'] === $name) { + return ['name' => $row['name'], 'color' => $row['color'], 'icon' => $row['icon'], 'description' => $row['description']]; + } + } + return ['name' => $name, 'color' => '', 'icon' => '', 'description' => '']; + }; + $response = function ($name, $body, array $categories = [], $reply_type = 'email', $status = null, $minutes = 0) use ($category) { + return ['name' => $name, 'body' => $body, 'categories' => array_map($category, $categories), 'reply_type' => $reply_type, 'status' => $status, 'minutes' => $minutes]; + }; + $signed = '

Thanks,
[Agent]

'; + + return [ + + // Every ticket + $response('Received - looking into it', + '

Hi [First Name],

Thanks for getting in touch. We have logged this as [Ticket] - [Subject], and I am looking into it now. I will update you as soon as I know more.

You can follow it here: [Ticket Link]

' . $signed, + [], 'email', 'Open', 5), + $response('Waiting on you', + '

Hi [First Name],

Just checking in on [Ticket] - [Subject]. Before we can go any further we need [What we need from them].

Reply to this email when you have it, and we will pick it straight back up.

' . $signed, + [], 'email', 'On Hold', 5), + $response('Following up - no reply yet', + '

Hi [First Name],

We have not heard back about [Ticket] - [Subject], so I wanted to follow up. Is this still a problem?

If we do not hear from you by [Date we close it], we will close the ticket - you can reopen it any time by replying to this email.

' . $signed, + [], 'email', 'On Hold', 5), + $response('Resolved - let us know if not', + '

Hi [First Name],

Good news - [Subject] should be sorted now. [What was done].

If anything is not right, just reply to this email and the ticket will reopen.

' . $signed, + [], 'email', 'Resolved', 5), + $response('Closing - no response', + '

Hi [First Name],

As we have not heard back, we are closing [Ticket] - [Subject]. If you still need help with it, reply to this email and it will reopen where we left off.

' . $signed, + [], 'email', 'Resolved', 0), + $response('Remote session - when suits you?', + '

Hi [First Name],

I would like to connect to your computer to take a look at this. When you are ready, go to [Remote support link] and read me the code it shows, or reply with a time that suits you and I will call.

You will be able to see everything I do, and you can end the session at any time.

' . $signed, + [], 'email', null, 5), + $response('Onsite visit booked', + '

Hi [First Name],

We have booked an engineer to come to [Site] on [Date of visit] at [Time of visit] for [Subject]. They will need [What they need on site].

If that time no longer works, reply to this email and we will rearrange.

' . $signed, + [], 'email', 'On Hold', 5), + $response('Escalated to the vendor', + '

Hi [First Name],

We have raised [Subject] with [Vendor], under their case number [Vendor case number]. We will chase them and update you as soon as they come back to us.

' . $signed, + [], 'email', 'On Hold', 10), + $response('Escalation - handing over', + '

Escalating to [Escalate to].

What is wrong: [What is wrong]

Tried so far: [What has been tried]

Next step: [Suggested next step]

', + [], 'internal', null, 5), + $response('Outside the agreement - billable', + '

Hi [First Name],

[Subject] falls outside what your agreement with us covers, so the time on it would be billed at our standard rate. We estimate it at [Estimate].

Reply to say you are happy for us to go ahead, and we will get started.

' . $signed, + [], 'email', 'On Hold', 0), + + // Accounts and access + $response('Password reset done', + '

Hi [First Name],

I have reset the password for [Account]. The temporary password is coming to you separately - you will be asked to choose a new one when you sign in.

Make it at least 14 characters, and not one you use anywhere else.

' . $signed, + ['Account and Access'], 'email', 'Resolved', 10), + $response('Multi-factor sign-in set up again', + '

Hi [First Name],

I have cleared the sign-in methods on [Account], so you can set up multi-factor sign-in again on your new phone. The next time you sign in, you will be walked through it - have your phone with the Microsoft Authenticator app installed to hand.

' . $signed, + ['Account and Access', 'Microsoft 365'], 'email', 'Resolved', 10), + $response('Account unlocked', + '

Hi [First Name],

[Account] was locked after too many wrong passwords, and I have unlocked it - you can sign in again now.

If it locks again without you mistyping, let us know straight away, as someone else may be trying to sign in as you.

' . $signed, + ['Account and Access'], 'email', 'Resolved', 5), + $response('Licence assigned', + '

Hi [First Name],

I have assigned a [Licence] licence to [Person]. It can take up to an hour for everything to appear - signing out and back in usually speeds it up.

' . $signed, + ['Microsoft 365'], 'email', 'Resolved', 10), + + // Security + $response('Phishing report - it was phishing', + '

Hi [First Name],

Thank you for reporting this - it was a phishing email. We have removed it from everyone\'s mailbox and blocked the sender.

If you clicked a link in it or entered a password, tell us right away and we will secure your account. Reporting it was exactly the right thing to do.

' . $signed, + ['Phishing Report'], 'email', 'Resolved', 15), + $response('Phishing report - safe', + '

Hi [First Name],

Thank you for checking with us. We have looked at the email and it is genuine - it is safe to use.

Always ask if one looks off - it is much better to check than to click.

' . $signed, + ['Phishing Report'], 'email', 'Resolved', 10), + $response('Possible security incident - first steps', + '

Hi [First Name],

We are treating this as a possible security incident and are on it now. Until we tell you otherwise:

  • Leave the computer switched on, but unplug its network cable or turn off its Wi-Fi.
  • Do not delete anything, or try to fix it yourself.
  • Change no passwords from that computer.

I will call you on [Phone number] in the next few minutes.

' . $signed, + ['Security Incident'], 'email', 'Open', 10), + + // Onboarding and offboarding + $response('New starter ready', + '

Hi [First Name],

Everything is ready for [New starter] to start on [Start date]: their account, email and the access they need. Their sign-in details are coming to you separately, to hand over on their first day.

They will be asked to set up multi-factor sign-in the first time they sign in, so they will need their phone.

' . $signed, + ['Onboarding'], 'email', 'Resolved', 15), + $response('Leaver done', + '

Hi [First Name],

[Leaver]\'s account is now disabled and they are signed out everywhere. Their mailbox has been shared with [Mailbox shared with], and their files are with [Files moved to].

Their [Equipment] still needs to come back to us - let us know when it is ready to collect.

' . $signed, + ['Offboarding'], 'email', 'Resolved', 15), + + // Hardware, printing and backups + $response('Sent for warranty repair', + '

Hi [First Name],

[Asset] has gone back to the manufacturer under warranty, under their return number [RMA number]. They usually take [How long] - I will let you know as soon as it is back.

' . $signed, + ['Hardware Failure'], 'email', 'On Hold', 15), + $response('Printer working again', + '

Hi [First Name],

The printer is working again - [What was done]. Print a test page when you get a moment and let us know if anything still looks wrong.

' . $signed, + ['Printer'], 'email', 'Resolved', 15), + $response('File restored', + '

Hi [First Name],

I have restored [File or folder] as it was on [Restore point], to [Where it is now]. Have a look and check it is the version you need.

' . $signed, + ['Backup and Recovery'], 'email', 'Resolved', 15), + $response('Monitoring alert - cleared, nothing to do', + '

The alert cleared on its own after [How long]. Checked [Asset]: [What was checked]. No action needed.

', + ['Monitoring Alert'], 'internal', 'Resolved', 5), + + // Network and phones + $response('Internet down - with the provider', + '

Hi [First Name],

The internet connection at [Site] is down because of a fault on [Provider]\'s side - they have it logged as [Provider reference] and expect it back by [When they expect it back].

We are keeping an eye on it and will let you know when it is back up.

' . $signed, + ['Network', 'Firewall'], 'email', 'On Hold', 10), + $response('Voicemail PIN reset', + '

Hi [First Name],

I have reset the voicemail PIN for extension [Extension] to [Temporary PIN]. You will be asked to choose a new one the next time you check your voicemail.

' . $signed, + ['Phone and VoIP'], 'email', 'Resolved', 5), + + // Purchasing and billing + $response('Quote sent', + '

Hi [First Name],

I have sent over the quote for [What it is for]. Accept it from the link in that email and we will place the order - [How long it usually takes] from then.

' . $signed, + ['Procurement'], 'email', 'On Hold', 10), + $response('Invoice question passed on', + '

Hi [First Name],

Thank you for your question about invoice [Invoice number]. I have passed it to our accounts team, who will come back to you by [When].

' . $signed, + ['Billing'], 'email', 'On Hold', 0), + + ]; + +} + // ------------------------------ // starterContentProjectTemplates // Stages are named ticket templates, resolved at load time. diff --git a/admin/starter_content.php b/admin/starter_content.php index d79d7c78e..c7e457d9f 100644 --- a/admin/starter_content.php +++ b/admin/starter_content.php @@ -43,8 +43,8 @@ foreach ($starter_content_status as $pack_status) { Adding never overwrites or deletes anything. Anything already present under the same name is skipped, so a pack can be added again later to pick up entries you removed by mistake, and adding twice never produces duplicates. Everything added is editable and deletable - afterwards like any other record. Ticket templates added from an earlier version can be - brought up to this one with Update - that one does replace what they hold. + afterwards like any other record. Ticket templates and canned responses added from an earlier + version can be brought up to this one with Update - that one does replace what they hold.

@@ -93,14 +93,14 @@ foreach ($starter_content_status as $pack_status) { Add - + Nothing to add - + -
+ -
@@ -115,7 +115,8 @@ foreach ($starter_content_status as $pack_status) {

Ticket templates bring their task lists, what they ask for and their request forms with them - - the request forms come in turned off, ready to turn on in each template's Client portal tab. Products are filed under income + the request forms come in turned off, ready to turn on in each template's Client portal tab. Canned responses + come in shared, offered to every agent on the ticket categories they are for. Products are filed under income categories and priced as starting points only - hardware and resold licensing come in at zero because they are quoted per deal.

diff --git a/agent/ajax.php b/agent/ajax.php index 7f4b3d064..49d04df70 100644 --- a/agent/ajax.php +++ b/agent/ajax.php @@ -1028,8 +1028,9 @@ if (isset($_GET['global_search'])) { if (isset($_GET['get_canned_response'])) { enforceUserPermission('module_support'); + // A current one this agent may use - shared, or their own $canned_row = cannedResponseRow($_GET['get_canned_response']); - if ($canned_row && $canned_row['canned_response_archived_at']) { + if ($canned_row && ($canned_row['canned_response_archived_at'] || !cannedResponseUsable($canned_row, $session_user_id))) { $canned_row = null; } @@ -1061,6 +1062,10 @@ if (isset($_GET['get_canned_response'])) { 'status_name' => $actions['status_name'], 'minutes' => $actions['minutes'], 'minutes_text' => $actions['minutes'] ? cannedResponseMinutesText($actions['minutes']) : '', + // The files that go with it - copied onto the ticket when the reply is sent + 'files' => array_map(function ($file) { + return ['id' => intval($file['canned_response_file_id']), 'name' => $file['canned_response_file_name'], 'size' => cannedResponseFileSizeText($file['canned_response_file_size'])]; + }, cannedResponseFiles($canned_row['canned_response_id'])), ]; } @@ -1068,6 +1073,33 @@ if (isset($_GET['get_canned_response'])) { } +/* + * A reply being written on a ticket, for saving as a canned response (Save + * your reply as a canned response - agent/js/canned_response_save.js): made safe, with this + * ticket's details in it swapped for placeholders (cannedResponseUnfill()). + * POST html and ticket_id; answers html and the placeholders put in. Nothing + * is kept. + */ +if (isset($_GET['canned_response_unfill'])) { + header('Content-Type: application/json'); + + if (intval(lookupUserPermission('module_support')) < 2 || !hash_equals($_SESSION['csrf_token'] ?? '', (string) ($_POST['csrf_token'] ?? ''))) { + http_response_code(403); + echo json_encode(['ok' => false, 'html' => '', 'placeholders' => []]); + exit; + } + + $unfill_html = documentHtmlPurify((string) ($_POST['html'] ?? '')); + $unfill_ticket = ticketRow(intval($_POST['ticket_id'] ?? 0)); + if ($unfill_ticket && intval($unfill_ticket['ticket_client_id']) && !hasClientAccess($unfill_ticket['ticket_client_id'])) { + $unfill_ticket = null; + } + [$unfilled, $placeholders] = $unfill_ticket ? cannedResponseUnfill($unfill_html, $unfill_ticket['ticket_id'], stripslashes($session_name)) : [$unfill_html, []]; + + echo json_encode(['ok' => true, 'html' => $unfilled, 'original' => $unfill_html, 'placeholders' => $placeholders]); + exit; +} + /* * Returns a document's rendered content for the file previewer on agent/files.php. * diff --git a/agent/canned_response_file.php b/agent/canned_response_file.php new file mode 100644 index 000000000..6387f22a2 --- /dev/null +++ b/agent/canned_response_file.php @@ -0,0 +1,65 @@ + +if (!empty($canned_picker_groups) || intval($canned_picker_ticket_id) > 0) { ?> + +
No canned responses on offer here yet.
+
+
+ 0) { ?> + + Save your reply as a canned response + + + + Your canned responses + +
+
0; + // With none on offer at all the list says so already + none.hidden = shown > 0 || itemsOf(picker).length === 0; } } @@ -85,6 +90,47 @@ } } + // The files that go with a response, under the picker - each once + function addFiles(picker, files) { + const box = picker.querySelector('[data-canned-files]'); + let added = 0; + if (!box || !files || !files.length) { + return added; + } + files.forEach(function (file) { + if (box.querySelector('[data-canned-file-id="' + file.id + '"]')) { + return; + } + const chip = document.createElement('span'); + chip.className = 'badge rounded-pill text-bg-light border fw-normal d-inline-flex align-items-center gap-1 itflow-canned-file'; + chip.dataset.cannedFileId = file.id; + chip.title = 'Copied onto the ticket, and sent with the reply when it is emailed'; + const icon = document.createElement('i'); + icon.className = 'fas fa-fw fa-paperclip text-secondary'; + const name = document.createElement('span'); + name.className = 'text-truncate'; + name.textContent = file.name; + const size = document.createElement('span'); + size.className = 'text-body-secondary'; + size.textContent = file.size; + const remove = document.createElement('button'); + remove.type = 'button'; + remove.className = 'btn-close'; + remove.title = 'Leave it off'; + remove.setAttribute('aria-label', 'Leave ' + file.name + ' off'); + remove.setAttribute('data-canned-file-remove', ''); + const input = document.createElement('input'); + input.type = 'hidden'; + input.name = 'canned_response_file_ids[]'; + input.value = file.id; + chip.append(icon, name, size, remove, input); + box.appendChild(chip); + added++; + }); + box.hidden = !box.querySelector('[data-canned-file-id]'); + return added; + } + function pad(n) { return (n < 10 ? '0' : '') + n; } @@ -187,6 +233,10 @@ } insert(picker.dataset.editor, data.body); const done = apply(form, data); + const files = addFiles(picker, data.files); + if (files) { + done.push('put ' + (files === 1 ? 'a file' : files + ' files') + ' with it'); + } say(picker, data.name + ' went in' + (done.length ? ', and ' + done.join(', ') : '') + '.'); }) .catch(function () { @@ -243,12 +293,27 @@ } }); - // A click on one picks it + // A click on one picks it; a file's x leaves it off; Save your reply as a canned response closes the list as its window opens document.addEventListener('click', function (e) { const item = e.target.closest('[data-canned-picker] [data-canned-id]'); if (item) { e.preventDefault(); pick(item.closest('[data-canned-picker]'), item.dataset.cannedId); + return; + } + const remove = e.target.closest('[data-canned-picker] [data-canned-file-remove]'); + if (remove) { + const box = remove.closest('[data-canned-files]'); + remove.closest('[data-canned-file-id]').remove(); + box.hidden = !box.querySelector('[data-canned-file-id]'); + return; + } + const save = e.target.closest('[data-canned-picker] [data-canned-save-open]'); + if (save && window.bootstrap) { + const toggle = save.closest('[data-canned-picker]').querySelector('[data-canned-toggle]'); + if (toggle) { + bootstrap.Dropdown.getOrCreateInstance(toggle).hide(); + } } }); diff --git a/agent/js/canned_response_save.js b/agent/js/canned_response_save.js new file mode 100644 index 000000000..485c42ad5 --- /dev/null +++ b/agent/js/canned_response_save.js @@ -0,0 +1,241 @@ +/* + * Save your reply as a canned response (agent/user/modals/canned_response_save.php), + * from the picker above a ticket's reply. + * + * - The reply being written comes into the window's editor with the ticket's + * details swapped for placeholders (agent/ajax.php canned_response_unfill), + * saying which. Turning the swap off puts the reply back as it was written; + * when it has been changed in the window since, it asks first. + * - Saving posts the window (agent/user/post/canned_response.php, answered in + * JSON) without leaving the ticket, so the reply stays as it is. The new one + * goes into the picker where it is offered on this ticket, and a toast says + * it was saved. + * + * The window is an ajax modal that runs this each time it opens: each opening + * sets up its own form, and the save listener is bound once. + */ +(function () { + + function editorReady(id, then, tries) { + const editor = window.tinymce ? tinymce.get(id) : null; + if (editor && editor.initialized) { + then(editor); + } else if ((tries || 0) < 200) { + setTimeout(function () { + editorReady(id, then, (tries || 0) + 1); + }, 50); + } + } + + function showError(form, text) { + const box = form.querySelector('[data-canned-save-error]'); + if (box) { + box.textContent = text; + box.hidden = false; + } + } + + function swappedText(placeholders) { + return placeholders.length + ? 'Swapped for placeholders: ' + placeholders.map(function (name) { + return '[' + name + ']'; + }).join(', ') + ' - filled in from each ticket it goes into.' + : "None of this ticket's details were in it to swap."; + } + + // Set up the window just opened + function setUp(form) { + form.dataset.cannedSaveReady = '1'; + const source = window.tinymce ? tinymce.get(form.dataset.editor) : null; + const textarea = document.getElementById(form.dataset.editor); + const written = source ? source.getContent() : (textarea ? textarea.value : ''); + const swapped = form.querySelector('[data-canned-save-swapped]'); + const toggle = form.querySelector('[data-canned-save-unfill]'); + const state = { original: written, unfilled: written, placeholders: [], lastSet: null }; + + function put(html) { + editorReady('cannedResponseBody', function (editor) { + editor.setContent(html); + state.lastSet = editor.getContent(); + }); + } + + const body = new FormData(); + body.append('csrf_token', form.querySelector('input[name="csrf_token"]').value); + body.append('ticket_id', form.dataset.ticketId); + body.append('html', written); + fetch('/agent/ajax.php?canned_response_unfill', { method: 'POST', body: body, credentials: 'same-origin' }) + .then(function (response) { + if (!response.ok) { + throw new Error('HTTP ' + response.status); + } + return response.json(); + }) + .then(function (data) { + state.original = data.original; + state.unfilled = data.html; + state.placeholders = data.placeholders || []; + swapped.textContent = written.trim() === '' ? 'Your reply is empty - write the response here.' : swappedText(state.placeholders); + put(toggle.checked ? state.unfilled : state.original); + }) + .catch(function () { + swapped.textContent = "Couldn't swap this ticket's details - your reply is here as you wrote it."; + toggle.checked = false; + toggle.disabled = true; + put(written); + }); + + // Swapped, or as written - asking first when it was changed here since + toggle.addEventListener('change', function () { + const editor = window.tinymce ? tinymce.get('cannedResponseBody') : null; + if (!editor) { + return; + } + const wanted = toggle.checked ? state.unfilled : state.original; + const go = function () { + put(wanted); + swapped.textContent = toggle.checked ? swappedText(state.placeholders) : 'As you wrote it, with this ticket\'s details in it.'; + }; + if (state.lastSet === null || editor.getContent() === state.lastSet || typeof Swal === 'undefined') { + go(); + return; + } + Swal.fire({ + theme: document.documentElement.getAttribute('data-bs-theme') === 'dark' ? 'dark' : 'light', + title: 'Start again from your reply?', + text: 'What you changed here goes.', + icon: 'question', + showCancelButton: true, + confirmButtonText: 'Start again', + cancelButtonText: 'Keep my changes', + reverseButtons: true, + focusCancel: true, + buttonsStyling: false, + customClass: { + confirmButton: 'btn btn-primary mx-1', + cancelButton: 'btn btn-secondary mx-1' + } + }).then(function (result) { + if (result.isConfirmed) { + go(); + } else { + toggle.checked = !toggle.checked; + } + }); + }); + } + + // The saved one, into the picker where it is offered on this ticket + function addToPicker(pickerId, data) { + const picker = pickerId ? document.getElementById(pickerId) : null; + const list = picker ? picker.querySelector('[data-canned-list]') : null; + if (!list || !data.group) { + return; + } + let group = Array.from(list.querySelectorAll('[data-canned-group]')).find(function (each) { + const header = each.querySelector('.dropdown-header'); + return header && header.textContent === data.group; + }); + if (!group) { + group = document.createElement('div'); + group.setAttribute('data-canned-group', ''); + const header = document.createElement('h6'); + header.className = 'dropdown-header'; + header.textContent = data.group; + group.appendChild(header); + // Yours first, Every ticket last, a category's before it + const groups = list.querySelectorAll('[data-canned-group]'); + const every = Array.from(groups).find(function (each) { + const h = each.querySelector('.dropdown-header'); + return h && h.textContent === 'Every ticket'; + }); + const end = list.querySelector('[data-canned-empty], [data-canned-none]'); + list.insertBefore(group, (data.group === 'Yours' ? groups[0] : every) || end); + } + const item = document.createElement('button'); + item.type = 'button'; + item.className = 'dropdown-item itflow-canned-item'; + item.dataset.cannedId = data.id; + item.dataset.cannedName = data.name; + item.dataset.cannedPreview = data.preview; + item.dataset.cannedSearchText = (data.name + ' ' + data.preview).toLowerCase(); + const name = document.createElement('span'); + name.className = 'd-block fw-semibold text-truncate'; + name.textContent = data.name; + item.appendChild(name); + if (data.preview) { + const preview = document.createElement('span'); + preview.className = 'd-block small text-body-secondary itflow-canned-preview'; + preview.textContent = data.preview; + item.appendChild(preview); + } + // What it sets up, as the server drew it + if (data.sets_up) { + const setsUp = document.createElement('span'); + setsUp.className = 'd-block mt-1'; + setsUp.innerHTML = data.sets_up; + item.appendChild(setsUp); + } + // In the group by name + const after = Array.from(group.querySelectorAll('[data-canned-id]')).find(function (each) { + return each.dataset.cannedName.localeCompare(data.name, undefined, { sensitivity: 'base', numeric: true }) > 0; + }); + group.insertBefore(item, after || null); + const none = picker.querySelector('[data-canned-empty]'); + if (none) { + none.remove(); + } + } + + document.querySelectorAll('form[data-canned-save]').forEach(function (form) { + if (!form.dataset.cannedSaveReady) { + setUp(form); + } + }); + + if (window.itflowCannedSaveBound) { + return; + } + window.itflowCannedSaveBound = true; + + // Saved without leaving the ticket + document.addEventListener('submit', function (e) { + const form = e.target.closest ? e.target.closest('form[data-canned-save]') : null; + if (!form) { + return; + } + e.preventDefault(); + if (window.tinymce) { + tinymce.triggerSave(); + } + const button = form.querySelector('button[type="submit"]'); + button.disabled = true; + form.querySelector('[data-canned-save-error]').hidden = true; + fetch(form.action, { method: 'POST', body: new FormData(form), credentials: 'same-origin', headers: { 'Accept': 'application/json' } }) + .then(function (response) { + if (!response.ok) { + throw new Error(response.status === 403 ? 'your session may have expired - reload the page and try again' : 'HTTP ' + response.status); + } + return response.json(); + }) + .then(function (data) { + if (!data.ok) { + showError(form, data.error || "It wasn't saved."); + button.disabled = false; + return; + } + addToPicker(form.dataset.picker, data); + const modal = form.closest('.modal'); + if (modal && window.bootstrap) { + bootstrap.Modal.getOrCreateInstance(modal).hide(); + } + if (typeof itflowToast === 'function') { + itflowToast(data.message, data.refused && data.refused.length ? 'warning' : 'success'); + } + }) + .catch(function (error) { + showError(form, "Couldn't save it - " + error.message + '.'); + button.disabled = false; + }); + }); +})(); diff --git a/agent/modals/ticket/ticket_bulk_reply.php b/agent/modals/ticket/ticket_bulk_reply.php index 2cf3c1c58..d87c17bb8 100644 --- a/agent/modals/ticket/ticket_bulk_reply.php +++ b/agent/modals/ticket/ticket_bulk_reply.php @@ -16,7 +16,7 @@ if ($ticket_ids) { $bulk_category_ids[] = intval($row[0]); } } -$canned_picker_groups = cannedResponsePickerGroups($bulk_category_ids); +$canned_picker_groups = cannedResponsePickerGroups($bulk_category_ids, $session_user_id); $canned_picker_id = 'cannedPickerBulk'; $canned_picker_editor = 'bulkReplyDetails'; $canned_picker_ticket_id = 0; diff --git a/agent/post/ticket.php b/agent/post/ticket.php index ddc7f83d0..d48474adc 100644 --- a/agent/post/ticket.php +++ b/agent/post/ticket.php @@ -846,6 +846,7 @@ if (isset($_POST['bulk_ticket_reply'])) { // The placeholders are filled in for each ticket, below $reply_raw = (string) ($_POST['bulk_reply_details'] ?? ''); $canned_response_ids = (array) ($_POST['canned_response_ids'] ?? []); + $canned_response_file_ids = (array) ($_POST['canned_response_file_ids'] ?? []); $status_input = intval($_POST['bulk_status'] ?? 0); $time_worked = escapeSql(ticketTimeWorked($_POST['time'] ?? '')); $private_note = intval($_POST['bulk_private_reply'] ?? 0); @@ -875,7 +876,10 @@ if (isset($_POST['bulk_ticket_reply'])) { $reply_text = cannedResponsePlaceholders($reply_raw, $ticket_id, stripslashes($session_name)); $reply = mysqli_real_escape_string($mysqli, $reply_text); mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$reply', ticket_reply_time_worked = '$time_worked', ticket_reply_type = '$reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id"); + $bulk_reply_id = mysqli_insert_id($mysqli); cannedResponseRecordUses($canned_response_ids, $ticket_id, $session_user_id); + // The files of the canned responses that went into it, on each ticket and in its email + $bulk_attachments = filterEmailableAttachments(cannedResponseAttachFiles($canned_response_file_ids, $ticket_id, $bulk_reply_id, $session_user_id)); mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $ticket_status, ticket_updated_at = NOW() WHERE ticket_id = $ticket_id"); syncTicketSlaClock($ticket_id); @@ -899,7 +903,7 @@ if (isset($_POST['bulk_ticket_reply'])) { // Email the client and watchers about a public update if (!$private_note) { - ticketMailReply($ticket_id, $reply_text, stripslashes($session_name)); + ticketMailReply($ticket_id, $reply_text, stripslashes($session_name), false, $bulk_attachments['send']); } // Tell the agent it is assigned to, and whoever opened it @@ -1101,8 +1105,9 @@ if (isset($_POST['add_ticket_reply'])) { $ticket_reply_id = mysqli_insert_id($mysqli); // Store any attached files against this reply before the email is built, so - // a public reply can carry them - $emailable_attachments = filterEmailableAttachments(saveTicketAttachments($ticket_id, $ticket_reply_id)); + // a public reply can carry them - the canned responses' that went into it too + $emailable_attachments = filterEmailableAttachments(array_merge(saveTicketAttachments($ticket_id, $ticket_reply_id), + cannedResponseAttachFiles((array) ($_POST['canned_response_file_ids'] ?? []), $ticket_id, $ticket_reply_id, $session_user_id))); // The canned responses picked into it, for how often each is used cannedResponseRecordUses((array) ($_POST['canned_response_ids'] ?? []), $ticket_id, $session_user_id); @@ -1132,7 +1137,8 @@ if (isset($_POST['add_ticket_reply'])) { } else { // A file uploaded without any accompanying text has no reply to hang off, // so it attaches to the ticket itself - $emailable_attachments = filterEmailableAttachments(saveTicketAttachments($ticket_id, null)); + $emailable_attachments = filterEmailableAttachments(array_merge(saveTicketAttachments($ticket_id, null), + cannedResponseAttachFiles((array) ($_POST['canned_response_file_ids'] ?? []), $ticket_id, null, $session_user_id))); flashAlert("Ticket updated"); } diff --git a/agent/reports/canned_responses.php b/agent/reports/canned_responses.php new file mode 100644 index 000000000..c1f8c85cf --- /dev/null +++ b/agent/reports/canned_responses.php @@ -0,0 +1,207 @@ + 0 + WHERE $visible AND (canned_response_archived_at IS NULL OR canned_responses.canned_response_id IN (SELECT canned_response_use_canned_response_id FROM $uses WHERE $filter AND $in_period))"); +while ($row = mysqli_fetch_assoc($sql)) { + $owner = intval($row['canned_response_user_id']); + $responses[intval($row['canned_response_id'])] = ['id' => intval($row['canned_response_id']), 'response' => $row['canned_response_name'], 'owner' => $owner, + 'whose' => $owner ? ($row['user_name'] !== null ? $row['user_name'] : 'A removed agent') : 'Shared', 'archived' => !empty($row['canned_response_archived_at']), + 'offered' => 'Every ticket', 'used' => 0, 'tickets' => 0, 'agents' => 0, 'prev' => 0, 'last' => null]; +} +foreach (cannedResponseCategoriesFor(array_keys($responses)) as $id => $categories) { + $responses[$id]['offered'] = implode(', ', array_column($categories, 'category_name')); +} + +// Used in the period, on how many tickets, by how many agents +$sql = mysqli_query($mysqli, "SELECT canned_response_use_canned_response_id AS id, COUNT(*) AS n, COUNT(DISTINCT canned_response_use_ticket_id) AS t, COUNT(DISTINCT canned_response_use_user_id) AS a + FROM $uses WHERE $filter AND $in_period GROUP BY canned_response_use_canned_response_id"); +while ($row = mysqli_fetch_assoc($sql)) { + if (isset($responses[intval($row['id'])])) { + $responses[intval($row['id'])]['used'] = intval($row['n']); + $responses[intval($row['id'])]['tickets'] = intval($row['t']); + $responses[intval($row['id'])]['agents'] = intval($row['a']); + } +} +// The period before, and when each was last used +$sql = mysqli_query($mysqli, "SELECT canned_response_use_canned_response_id AS id, COUNT(*) AS n FROM $uses WHERE $filter AND " . reportRangeSql('canned_response_use_created_at', $period, true) . " GROUP BY canned_response_use_canned_response_id"); +while ($row = mysqli_fetch_assoc($sql)) { + if (isset($responses[intval($row['id'])])) { + $responses[intval($row['id'])]['prev'] = intval($row['n']); + } +} +$sql = mysqli_query($mysqli, "SELECT canned_response_use_canned_response_id AS id, MAX(canned_response_use_created_at) AS last FROM $uses WHERE $filter GROUP BY canned_response_use_canned_response_id"); +while ($row = mysqli_fetch_assoc($sql)) { + if (isset($responses[intval($row['id'])])) { + $responses[intval($row['id'])]['last'] = $row['last']; + } +} +foreach ($responses as &$row) { + $row['change'] = reportChange($row['used'], $row['prev']); +} +unset($row); +uasort($responses, function ($a, $b) { + return $b['used'] <=> $a['used'] ?: strcasecmp($a['response'], $b['response']); +}); +$responses = array_values($responses); + +// By agent: how often each used one, how many different ones, and their own +$agents = []; +$sql = mysqli_query($mysqli, "SELECT canned_response_use_user_id AS id, user_name, user_avatar, COUNT(*) AS n, COUNT(DISTINCT canned_response_use_canned_response_id) AS r, + SUM(canned_response_user_id = canned_response_use_user_id) AS own + FROM $uses LEFT JOIN users ON user_id = canned_response_use_user_id + WHERE $filter AND $in_period GROUP BY canned_response_use_user_id ORDER BY n DESC, user_name ASC"); +while ($row = mysqli_fetch_assoc($sql)) { + $agents[intval($row['id'])] = ['id' => intval($row['id']), 'agent' => $row['user_name'] ?? 'A removed agent', 'avatar' => (string) $row['user_avatar'], + 'used' => intval($row['n']), 'responses' => intval($row['r']), 'own' => intval($row['own']), 'top' => '']; +} +if ($agents) { + // Each agent's most used + $sql = mysqli_query($mysqli, "SELECT canned_response_use_user_id AS id, canned_response_name AS name, COUNT(*) AS n FROM $uses + WHERE $filter AND $in_period GROUP BY canned_response_use_user_id, canned_response_use_canned_response_id ORDER BY n DESC, canned_response_name ASC"); + while ($row = mysqli_fetch_assoc($sql)) { + if (isset($agents[intval($row['id'])]) && $agents[intval($row['id'])]['top'] === '') { + $agents[intval($row['id'])]['top'] = $row['name']; + } + } +} +$agents = array_values($agents); + +$columns = [ + 'response' => ['label' => 'Response', 'html' => function ($row) use ($admin, $session_user_id) { + $name = escapeHtml($row['response']); + if ($admin) { + $link = '/admin/canned_responses.php?' . http_build_query(array_filter(['q' => $row['response'], 'show' => $row['archived'] ? 'archived' : ($row['owner'] ? 'personal' : '')])); + } elseif ($row['owner'] === intval($session_user_id)) { + $link = '/agent/user/user_canned_responses.php?' . http_build_query(['q' => $row['response']]); + } else { + $link = ''; + } + return ($link !== '' ? '' . $name . '' : $name) + . ($row['archived'] ? ' Archived' : ''); + }], + 'whose' => ['label' => 'Whose', 'html' => function ($row) { + return $row['owner'] ? '' . escapeHtml($row['whose']) . '' : 'Shared'; + }], + 'offered' => ['label' => 'Offered on', 'html' => function ($row) { + return '' . escapeHtml($row['offered']) . ''; + }], + 'used' => ['label' => 'Used', 'type' => 'count', 'class' => 'fw-semibold'], + 'change' => ['label' => 'Change', 'type' => 'percent', 'csv' => false, 'html' => function ($row) { + return $row['change'] === null ? '–' : '' . reportChangeHtml($row['used'], $row['prev'], 'up') . ''; + }], + 'tickets' => ['label' => 'Tickets', 'type' => 'count'], + 'agents' => ['label' => 'Agents', 'type' => 'count'], + 'last' => ['label' => 'Last used', 'type' => 'date', 'html' => function ($row) { + return $row['last'] ? '' . timeAgo($row['last']) . '' : 'Never'; + }], +]; +$agent_columns = [ + 'agent' => ['label' => 'Agent', 'html' => function ($row) { + return reportAgentCell($row['id'], $row['agent'], $row['avatar'], 'A removed agent'); + }], + 'used' => ['label' => 'Used', 'type' => 'count', 'class' => 'fw-semibold'], + 'responses' => ['label' => 'Different ones', 'type' => 'count'], + 'own' => ['label' => 'Their own', 'type' => 'count', 'title' => 'Times one of their own went in'], + 'top' => ['label' => 'Most used', 'html' => function ($row) { + return '' . escapeHtml($row['top']) . ''; + }], +]; + +// Across them all - tickets and agents counted once each +$overall = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT COUNT(*) AS n, COUNT(DISTINCT canned_response_use_ticket_id) AS t, COUNT(DISTINCT canned_response_use_user_id) AS a FROM $uses WHERE $filter AND $in_period")); +$previous = intval(mysqli_fetch_row(mysqli_query($mysqli, "SELECT COUNT(*) FROM $uses WHERE $filter AND " . reportRangeSql('canned_response_use_created_at', $period, true)))[0]); +$totals = ['response' => 'Total', 'used' => intval($overall['n']), 'tickets' => intval($overall['t']), 'agents' => intval($overall['a'])]; +$agent_totals = ['agent' => 'Total', 'used' => intval($overall['n']), 'own' => array_sum(array_column($agents, 'own'))]; + +if (reportExporting('agents')) { + reportCsv('Canned Responses by Agent ' . $period['start'] . ' to ' . $period['end'], $agent_columns, $agents, $agent_totals); +} +if (reportExporting()) { + reportCsv('Canned Responses ' . $period['start'] . ' to ' . $period['end'], $columns, $responses, $totals); +} + +require_once "includes/inc_report_layout.php"; + +// The tickets agents replied to in the period, for the share +$replied = intval(mysqli_fetch_row(mysqli_query($mysqli, "SELECT COUNT(DISTINCT ticket_reply_ticket_id) FROM ticket_replies JOIN tickets ON ticket_id = ticket_reply_ticket_id + WHERE " . reportTicketSql($client_id) . " AND ticket_reply_type IN ('Public', 'Internal') AND ticket_reply_archived_at IS NULL" + . ($agent_id ? " AND ticket_reply_by = $agent_id" : '') . " AND " . reportRangeSql('ticket_reply_created_at', $period)))[0]); +$current = array_filter($responses, function ($r) { return !$r['archived']; }); +$used = count(array_filter($current, function ($r) { return $r['used'] > 0; })); +$unused = count($current) - $used; +$top = array_slice(array_filter($responses, function ($r) { return $r['used'] > 0; }), 0, 12); + +?> + +
+ + $period, + 'years' => reportPastYears("SELECT DISTINCT YEAR(canned_response_use_created_at) AS y FROM canned_response_uses"), + 'client' => $client_id, + 'agent' => $agent_id, + 'export' => ['' => 'By response', 'agents' => 'By agent'], + 'print_meta' => $client_id ? reportClientName($client_id) : '', + ]); ?> + + 'Times used', 'value' => reportCount($totals['used']), 'sub' => $previous || $totals['used'] ? reportChangeHtml($totals['used'], $previous, 'up', 'the period before') : ''], + ['label' => 'Tickets they went into', 'value' => reportCount($totals['tickets']), 'sub' => $replied ? reportPercent(reportShare(min($totals['tickets'], $replied), $replied)) . ' of the tickets agents replied to' : ''], + ['label' => 'Responses used', 'value' => $used . ' of ' . count($current), 'sub' => $unused ? $unused . ' not used in this period' : 'Every one'], + ['label' => 'Most used', 'value' => $top ? $top[0]['response'] : '-', 'sub' => $top ? $top[0]['used'] . ' time' . ($top[0]['used'] === 1 ? '' : 's') . ' · ' . reportPercent(reportShare($top[0]['used'], $totals['used'])) . ' of them' : ''], + ]) ?> + + + +
+ 'bar', 'horizontal' => true, 'labels' => array_column($top, 'response'), + 'series' => [['label' => 'Used', 'tone' => 'accent', 'data' => array_column($top, 'used')]], 'format' => 'count'], '', 'Times each was used') ?> +
+
+ + + + 'There are no canned responses yet.', 'totals' => $totals]) ?> +
+ Used counts each time a response went into a reply in the period - two in one reply count once each. Tickets and agents count each once, and the totals count them once across every response. + Use is counted from the update that brought canned responses' record of use in. +
+
+ + + 'Nobody used a canned response in this period.', 'totals' => $agent_totals]) ?> + + + + + + diff --git a/agent/ticket.php b/agent/ticket.php index 42244d3ae..aed9e4e0d 100644 --- a/agent/ticket.php +++ b/agent/ticket.php @@ -749,13 +749,15 @@ if (isset($_GET['ticket_id'])) {
- +
diff --git a/agent/user/includes/user_side_nav.php b/agent/user/includes/user_side_nav.php index 222851fcc..14e75c784 100644 --- a/agent/user/includes/user_side_nav.php +++ b/agent/user/includes/user_side_nav.php @@ -30,6 +30,10 @@ 'user_preferences.php' => ['fa-sliders-h', 'Preferences'], 'user_activity.php' => ['fa-history', 'Activity'], ]; + // Your own canned responses - for those who reply on tickets + if (intval(lookupUserPermission('module_support')) >= 2) { + $account_pages = array_slice($account_pages, 0, 3, true) + ['user_canned_responses.php' => ['fa-comment-dots', 'Canned Responses']] + $account_pages; + } foreach ($account_pages as $page => [$icon, $label]) { ?>
  • "> diff --git a/agent/user/modals/canned_response_add.php b/agent/user/modals/canned_response_add.php new file mode 100644 index 000000000..183f1950b --- /dev/null +++ b/agent/user/modals/canned_response_add.php @@ -0,0 +1,37 @@ + Canned Responses) - the + * fields are includes/canned_response_form.php. ?category starts it on a + * ticket category. + */ + +require_once '../../../includes/modal_header.php'; + +enforceUserPermission('module_support', 2); + +$response = []; +$response_category_ids = array_filter([intval($_GET['category'] ?? 0)]); + +ob_start(); + +?> +
    +
    New Canned Response yours
    + +
    +
    + + +
    +
    Offered to you alone, first in the picker above a reply.
    + +
    +
    + + +
    +
    + + Canned Responses) - the + * fields are includes/canned_response_form.php. Only your own. + */ + +require_once '../../../includes/modal_header.php'; + +enforceUserPermission('module_support', 2); + +$response = cannedResponseRow($_GET['id'] ?? 0); +if ($response && intval($response['canned_response_user_id']) !== intval($session_user_id)) { + $response = null; +} + +ob_start(); + +if (!$response) { ?> +
    +
    Canned response
    + +
    +
    That canned response isn't one of yours now - it may have been deleted or shared with everyone.
    + + +
    +
    Canned response:
    + +
    +
    + + + +
    + +
    +
    + + +
    +
    + + +
    +
    Save your reply as a canned response
    + +
    +
    + + + + + +
    + + +
    + From your reply on +
    + + +
    +
    Reading your reply...
    +
    + + + + +
    + + +
    + +
    +
    + + +
    +
    + + + Canned Responses) - making, + * changing, copying, archiving and deleting them, with their files, and + * copying a shared one to make it yours. Saving a reply on a ticket as one + * (Save your reply as a canned response, in the picker) is the same as making one, answered + * in JSON so the reply being written stays. Only the agent's own: the shared + * ones are Admin > Canned Responses' (admin/post/canned_response.php), where + * an admin shares one of an agent's with everyone. The work is in + * functions/canned_response.php. + */ + +defined('FROM_POST_HANDLER') || die("Direct file access is not allowed"); + +/* One of the agent's own a request is for - or back to their list, saying it isn't there. */ +function cannedResponseYoursForRequest($canned_response_id) { + global $session_user_id; + $row = cannedResponseRow($canned_response_id); + if (!$row || intval($row['canned_response_user_id']) !== intval($session_user_id)) { + flashAlert("That canned response isn't one of yours now - it may have been deleted or shared with everyone.", 'error'); + redirect('user_canned_responses.php'); + } + return $row; +} + +if (isset($_POST['add_your_canned_response']) || isset($_POST['edit_your_canned_response'])) { + + validateCSRFToken(); + + // Saved from a reply on a ticket - answered in JSON, the page stays as it is + $json = !empty($_POST['respond_json']); + $answer = function (array $data) { + header('Content-Type: application/json'); + echo json_encode($data); + exit; + }; + + if (intval(lookupUserPermission('module_support')) < 2) { + if ($json) { + $answer(['ok' => false, 'error' => permissionRefusedText('module_support', 2, intval(lookupUserPermission('module_support')))]); + } + enforceUserPermission('module_support', 2); + } + + $editing = isset($_POST['edit_your_canned_response']); + $canned_response_id = $editing ? intval(cannedResponseYoursForRequest($_POST['canned_response_id'] ?? 0)['canned_response_id']) : 0; + + $fields = cannedResponseFields($_POST, $error); + if (!$fields) { + if ($json) { + $answer(['ok' => false, 'error' => $error]); + } + flashAlert(escapeHtml($error), 'error'); + redirect(); + } + + // An admin can share one they make with everyone straight away + $shared = !$editing && $session_is_admin && !empty($_POST['share']); + $canned_response_id = cannedResponseSave($canned_response_id, $fields, $shared ? 0 : $session_user_id); + $name = escapeSql($fields['name']); + + // Its files - the ones ticked off go, the new ones are kept + cannedResponseRemoveFiles($canned_response_id, (array) ($_POST['remove_file_ids'] ?? [])); + $refused = cannedResponseSaveFiles($canned_response_id); + + // The ticket it was saved from, if this agent may see it + $from_ticket = $json ? ticketRow(intval($_POST['ticket_id'] ?? 0)) : null; + if ($from_ticket && intval($from_ticket['ticket_client_id']) && !hasClientAccess($from_ticket['ticket_client_id'])) { + $from_ticket = null; + } + logAudit("Canned Response", $editing ? "Edit" : "Create", "$session_name " . ($editing ? 'edited' : 'created') . ($shared ? ' shared' : ' their own') . " canned response $name" + . ($from_ticket ? ' from a reply on ' . escapeSql(ticketReference($from_ticket)) : ''), 0, $canned_response_id); + + $refused_text = $refused ? " - but not " . implode(', ', $refused) . ", a kind a ticket doesn't take or more than " . CANNED_RESPONSE_MAX_FILES . " files" : ''; + + if ($json) { + // Where the picker on that ticket offers it now, if it does: Yours, or for a shared one its category's group or Every ticket + $group = ''; + $ticket_category_id = intval($from_ticket['ticket_category'] ?? 0); + if (!$fields['category_ids'] || in_array($ticket_category_id, $fields['category_ids'], true)) { + $group = $shared ? ($fields['category_ids'] ? (string) getFieldById('categories', $ticket_category_id, 'category_name') : 'Every ticket') : 'Yours'; + } + $row = cannedResponseRow($canned_response_id); + $answer([ + 'ok' => true, + 'id' => $canned_response_id, + 'name' => $fields['name'], + 'preview' => cannedResponsePreview($fields['body'], 160), + 'sets_up' => cannedResponseSetsUpHtml($row), + 'group' => $group, + 'shared' => $shared, + 'message' => $fields['name'] . ' saved as ' . ($shared ? 'a canned response shared with everyone' : 'one of your canned responses') . $refused_text + . ($group === '' ? ". It isn't offered on this ticket's category." : '.'), + 'refused' => $refused, + ]); + } + + flashAlert("Canned response " . escapeHtml($fields['name']) . " " . ($editing ? 'saved' : 'created') . escapeHtml($refused_text), $refused ? 'error' : 'success'); + + redirect(); + +} + +if (isset($_GET['copy_your_canned_response']) || isset($_GET['copy_canned_response_to_yours'])) { + + validateCSRFToken(); + enforceUserPermission('module_support', 2); + + // One of yours, or a shared one on offer now, as a new one of yours + if (isset($_GET['copy_your_canned_response'])) { + $row = cannedResponseYoursForRequest($_GET['copy_your_canned_response']); + } else { + $row = cannedResponseRow($_GET['copy_canned_response_to_yours']); + if (!$row || intval($row['canned_response_user_id']) !== 0 || $row['canned_response_archived_at']) { + flashAlert("That canned response isn't shared now - it may have been archived or deleted.", 'error'); + redirect('user_canned_responses.php?show=shared'); + } + } + $new_id = cannedResponseCopy($row['canned_response_id'], $session_user_id); + $new_name = (string) cannedResponseRow($new_id)['canned_response_name']; + + logAudit("Canned Response", "Create", "$session_name copied canned response " . escapeSql($row['canned_response_name']) . " as their own " . escapeSql($new_name), 0, $new_id); + + flashAlert("Canned response " . escapeHtml($row['canned_response_name']) . " copied as " . escapeHtml($new_name) . ", one of yours"); + + redirect('user_canned_responses.php'); + +} + +if (isset($_GET['archive_your_canned_response']) || isset($_GET['restore_your_canned_response'])) { + + validateCSRFToken(); + enforceUserPermission('module_support', 2); + + $archive = isset($_GET['archive_your_canned_response']); + $row = cannedResponseYoursForRequest($archive ? $_GET['archive_your_canned_response'] : $_GET['restore_your_canned_response']); + $canned_response_id = intval($row['canned_response_id']); + + // Archived, the picker doesn't offer it; restoring it is all it takes to offer it again + mysqli_query($mysqli, "UPDATE canned_responses SET canned_response_archived_at = " . ($archive ? 'NOW()' : 'NULL') . " WHERE canned_response_id = $canned_response_id"); + + logAudit("Canned Response", $archive ? "Archive" : "Restore", "$session_name " . ($archive ? 'archived' : 'restored') . " their own canned response " . escapeSql($row['canned_response_name']), 0, $canned_response_id); + + flashAlert("Canned response " . escapeHtml($row['canned_response_name']) . " " . ($archive ? 'archived' : 'restored'), $archive ? 'error' : 'success'); + + redirect(); + +} + +if (isset($_GET['delete_your_canned_response'])) { + + validateCSRFToken(); + enforceUserPermission('module_support', 2); + + $row = cannedResponseYoursForRequest($_GET['delete_your_canned_response']); + $canned_response_id = intval($row['canned_response_id']); + + // Its categories, files and record of use go with it, by their foreign keys, and its folder of files; replies it went into stay as they are + mysqli_query($mysqli, "DELETE FROM canned_responses WHERE canned_response_id = $canned_response_id"); + cannedResponseDeleteFiles($canned_response_id); + + logAudit("Canned Response", "Delete", "$session_name deleted their own canned response " . escapeSql($row['canned_response_name'])); + + flashAlert("Canned response " . escapeHtml($row['canned_response_name']) . " deleted", 'error'); + + redirect(); + +} diff --git a/agent/user/user_canned_responses.php b/agent/user/user_canned_responses.php new file mode 100644 index 000000000..c3af269d0 --- /dev/null +++ b/agent/user/user_canned_responses.php @@ -0,0 +1,255 @@ + Canned Responses - your own canned responses, offered to you + * alone (first in the picker, as Yours), and the shared ones from Admin > + * Canned Responses, offered to everyone. Yours are made here, copied from a + * shared one, or saved from a reply on a ticket (Save your reply as a canned response, in + * the picker); each can be changed, copied, archived - not offered - or + * deleted. How often each went into a reply is yours alone. An admin can + * share one of theirs with everyone (admin/post/canned_response.php). The + * work is in functions/canned_response.php; the handlers are + * agent/user/post/canned_response.php. + */ + +// Default Column Sortby Filter +$sort = "canned_response_name"; +$order = "ASC"; + +require_once "includes/inc_all_user.php"; + +enforceUserPermission('module_support', 2); + +$user_id = intval($session_user_id); + +// The views: your own, archived or not, and the shared ones offered now +$views = [ + '' => ['label' => 'Yours', 'icon' => 'fa-user', 'where' => "canned_response_user_id = $user_id", 'title' => 'Offered to you alone - first in the picker'], + 'shared' => ['label' => 'Shared', 'icon' => 'fa-users', 'where' => "canned_response_user_id = 0 AND canned_response_archived_at IS NULL", 'title' => 'Offered to everyone - copy one to make it yours'], +]; +$show = (string) ($_GET['show'] ?? ''); +$show = isset($views[$show]) ? $show : ''; +$yours = $show === ''; + +// Where it is offered: any, every ticket (no category), or one ticket category +$category_filter = (string) ($_GET['category'] ?? ''); +$category_filter = $category_filter === 'every' || intval($category_filter) > 0 ? ($category_filter === 'every' ? 'every' : (string) intval($category_filter)) : ''; + +// Only these sort - an unknown column would take the page down +$sortable_columns = [ + 'canned_response_name' => "canned_response_name $order", + 'use_count' => "use_count $order, canned_response_name ASC", + 'last_used' => "last_used IS NULL, last_used $order, canned_response_name ASC", +]; +if (!isset($sortable_columns[$sort])) { + $sort = 'canned_response_name'; +} + +$filters = "(canned_response_name LIKE '%$q%' OR canned_response_body LIKE '%$q%')"; +if ($category_filter === 'every') { + $filters .= " AND NOT EXISTS (SELECT 1 FROM canned_response_categories c WHERE c.canned_response_id = canned_responses.canned_response_id)"; +} elseif ($category_filter !== '') { + $filters .= " AND EXISTS (SELECT 1 FROM canned_response_categories c WHERE c.canned_response_id = canned_responses.canned_response_id AND c.category_id = " . intval($category_filter) . ")"; +} + +// How often each went into a reply of yours +$sql = mysqli_query($mysqli, "SELECT SQL_CALC_FOUND_ROWS canned_responses.canned_response_id, canned_response_name, canned_response_body, canned_response_reply_type, canned_response_ticket_status, canned_response_minutes, + canned_response_user_id, canned_response_created_at, canned_response_updated_at, canned_response_archived_at, + COALESCE(used.use_count, 0) AS use_count, used.last_used + FROM canned_responses + LEFT JOIN ( + SELECT canned_response_use_canned_response_id AS used_id, COUNT(*) AS use_count, MAX(canned_response_use_created_at) AS last_used + FROM canned_response_uses WHERE canned_response_use_user_id = $user_id GROUP BY canned_response_use_canned_response_id + ) used ON used.used_id = canned_responses.canned_response_id + WHERE $filters AND {$views[$show]['where']} + ORDER BY {$sortable_columns[$sort]}, canned_responses.canned_response_id ASC + LIMIT $record_from, $record_to"); + +$num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()")); + +$responses = []; +while ($row = mysqli_fetch_assoc($sql)) { + $responses[intval($row['canned_response_id'])] = $row; +} +$response_categories = cannedResponseCategoriesFor(array_keys($responses)); +$response_files = cannedResponseFilesFor(array_keys($responses)); + +$counts = mysqli_fetch_row(mysqli_query($mysqli, "SELECT " . implode(', ', array_map(function ($view) { + return "COALESCE(SUM({$view['where']}), 0)"; +}, $views)) . " FROM canned_responses WHERE $filters")); +$view_counts = array_combine(array_keys($views), $counts); + +$sort_link = function ($column, $label) use ($url_query_strings_sort, $sort, $disp, $order_icon) { + return '    ' + . $label . ($sort === $column ? " $order_icon" : '') . ''; +}; +$pill_url = function ($view) use ($category_filter) { + return '?' . http_build_query(array_filter(['q' => $_GET['q'] ?? '', 'category' => $category_filter, 'show' => $view])); +}; + +$add_url = 'modals/canned_response_add.php' . (intval($category_filter) > 0 ? '?category=' . intval($category_filter) : ''); +$csrf = $_SESSION['csrf_token']; + +?> + +
    +
    +

    Canned Responses

    +
    + +
    +
    +
    +
    + +
    +
    +
    + + +
    +
    +
    + +
    +
    +
    + +
    +
    + + "> + + + + + + + + + + $row) { + $name = escapeHtml($row['canned_response_name']); + $mine = intval($row['canned_response_user_id']) === $user_id; + $edit_url = "modals/canned_response_edit.php?id=$canned_response_id"; + $use_count = intval($row['use_count']); + $used_text = $use_count ? $use_count . ' time' . ($use_count === 1 ? '' : 's') : ''; + $categories = $response_categories[$canned_response_id] ?? []; + $offered_html = $categories + ? '' . implode('', array_map(function ($category) { + return '' . categoryChip($category) . ''; + }, $categories)) . '' + : 'Every ticket'; + $preview = cannedResponsePreview($row['canned_response_body']); + $sets_up = cannedResponseSetsUpHtml($row); + $files = $response_files[$canned_response_id] ?? []; + ?> + + + + + + + + + +
    Offered on
    +
    + +
    + + + + + + +
    + + +
    + + + file + +
    + + +
    Archived - not offered
    + + +
    +
    +
    +
    +     		Not yet' ?>> +
    + +
    + + + Edit + + + Copy + + + + Share with everyone + + +
    + + + Restore + + + + Archive + + + + Delete + + + + Copy to yours + + +
    +
    +
    +
    + 'canned responses', + 'icon' => 'fa-comment-dots', + 'filtered' => $q !== '' || $category_filter !== '', + 'views' => ['show'], + 'title' => 'No canned responses of your own yet', + 'text' => 'Yours are offered to you alone, first in the picker above a reply. Make one here, copy a shared one, or write a reply on a ticket and save it from the picker with Save your reply as a canned response.', + 'actions' => [['label' => 'New Canned Response', 'modal' => $add_url, 'size' => 'lg'], ['label' => 'See the shared ones', 'href' => $pill_url('shared'), 'icon' => 'fa-users']], + 'view' => $yours ? [] : [ + 'title' => 'No shared canned responses', + 'icon' => 'fa-users', + 'text' => 'An admin makes them in Admin > Canned Responses.', + 'actions' => [], + ], + ]; + require_once "../../includes/filter_footer.php"; + ?> +
    + +/, they are copied onto the + * ticket of each reply it goes into, and go out with its email. + * + * Shared ones (canned_response_user_id 0) are made in Admin > Canned + * Responses and offered to everyone; an agent's own are made in Your account + * > Canned Responses, or saved from a reply - this ticket's details in it + * turned back into placeholders - and offered to them alone, first. An admin + * can share one of an agent's with everyone. * * Picked from the picker above the reply box, or by typing / in it * (agent/includes/inc_canned_response_picker.php, agent/js/canned_response_picker.js), * on a ticket and in Update & Reply for several tickets. * * Shared by admin/canned_responses.php, admin/modals/canned_response/*, - * admin/post/canned_response.php, agent/ticket.php, the Update & Reply - * window, agent/ajax.php and the reply handlers (agent/post/ticket.php). + * admin/post/canned_response.php, Your account's agent/user/user_canned_responses.php, + * agent/user/modals/canned_response_* and agent/user/post/canned_response.php, + * includes/canned_response_form.php, agent/ticket.php, the Update & Reply + * window, agent/ajax.php, agent/canned_response_file.php and the reply + * handlers (agent/post/ticket.php). */ /** The placeholders filled in from the ticket as a response goes in - what each becomes. */ @@ -55,11 +66,22 @@ function cannedResponseRow($canned_response_id) { return null; } $row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT canned_response_id, canned_response_name, canned_response_body, canned_response_reply_type, canned_response_ticket_status, canned_response_minutes, - canned_response_created_at, canned_response_updated_at, canned_response_archived_at + canned_response_user_id, canned_response_created_by, canned_response_created_at, canned_response_updated_at, canned_response_archived_at FROM canned_responses WHERE canned_response_id = $canned_response_id")); return $row ?: null; } +/* The responses an agent may use - SQL on canned_responses: the shared ones and their own. */ +function cannedResponseUsableSql($user_id) { + return "canned_responses.canned_response_user_id IN (0, " . intval($user_id) . ")"; +} + +/* Whether an agent may use a response (a cannedResponseRow()) - a shared one, or their own. */ +function cannedResponseUsable(array $row, $user_id) { + $owner = intval($row['canned_response_user_id']); + return $owner === 0 || $owner === intval($user_id); +} + /** The ticket categories one is offered on - category ids; none for every ticket. */ function cannedResponseCategoryIds($canned_response_id) { global $mysqli; @@ -146,9 +168,12 @@ function cannedResponseFields(array $post, &$error = '') { 'reply_type' => $reply_type, 'ticket_status' => $ticket_status, 'minutes' => $minutes]; } -/* Save a response's fields (cannedResponseFields()) - a new one with $canned_response_id 0. Its id. */ -function cannedResponseSave($canned_response_id, array $f) { - global $mysqli; +/* + * Save a response's fields (cannedResponseFields()) - a new one with + * $canned_response_id 0, shared, or the agent $owner_id's own. Its id. + */ +function cannedResponseSave($canned_response_id, array $f, $owner_id = 0) { + global $mysqli, $session_user_id; $canned_response_id = intval($canned_response_id); $set = "canned_response_name = '" . escapeSql($f['name']) . "', canned_response_body = '" . mysqli_real_escape_string($mysqli, $f['body']) . "', canned_response_reply_type = " . ($f['reply_type'] === null ? 'NULL' : intval($f['reply_type'])) . ", @@ -157,7 +182,7 @@ function cannedResponseSave($canned_response_id, array $f) { if ($canned_response_id) { mysqli_query($mysqli, "UPDATE canned_responses SET $set WHERE canned_response_id = $canned_response_id"); } else { - mysqli_query($mysqli, "INSERT INTO canned_responses SET $set"); + mysqli_query($mysqli, "INSERT INTO canned_responses SET $set, canned_response_user_id = " . intval($owner_id) . ", canned_response_created_by = " . intval($session_user_id ?? 0)); $canned_response_id = mysqli_insert_id($mysqli); } cannedResponseSetCategories($canned_response_id, $f['category_ids']); @@ -174,20 +199,26 @@ function cannedResponseSetCategories($canned_response_id, array $category_ids) { } } -/* A new response starting from this one - "Copy of", for the same categories, setting up the same. Its id, or 0. */ -function cannedResponseCopy($canned_response_id) { +/* + * A new response starting from this one - "Copy of", for the same categories, + * setting up the same, with copies of its files. Whose it is: the same as + * this one's, or the agent $owner_id's own. Its id, or 0. + */ +function cannedResponseCopy($canned_response_id, $owner_id = null) { $row = cannedResponseRow($canned_response_id); if (!$row) { return 0; } - return cannedResponseSave(0, [ + $new_id = cannedResponseSave(0, [ 'name' => mb_substr('Copy of ' . $row['canned_response_name'], 0, 200), 'body' => (string) $row['canned_response_body'], 'category_ids' => cannedResponseCategoryIds($row['canned_response_id']), 'reply_type' => $row['canned_response_reply_type'] === null ? null : intval($row['canned_response_reply_type']), 'ticket_status' => $row['canned_response_ticket_status'] === null ? null : intval($row['canned_response_ticket_status']), 'minutes' => intval($row['canned_response_minutes']), - ]); + ], $owner_id === null ? intval($row['canned_response_user_id']) : intval($owner_id)); + cannedResponseCopyFiles($row['canned_response_id'], $new_id); + return $new_id; } /* What a response says, as a line of plain text - for the lists. */ @@ -226,31 +257,47 @@ function cannedResponseSetsUpHtml(array $row) { } /* - * The responses offered on tickets in these ticket categories, for the - * picker - [label => rows], a group for each of the categories with any - * (by name), then Every ticket. Current ones only, each by name, with what - * it sets up; no bodies. One offered on several of the categories is in - * each of their groups. + * The responses offered to agent $user_id on tickets in these ticket + * categories, for the picker - [label => rows]: Yours first (their own for + * these categories or every ticket), then a group for each of the + * categories with any shared ones (by name), then Every ticket. Current + * ones only, each by name, with what it sets up and how many files go with + * it; no bodies. One offered on several of the categories is in each of + * their groups. */ -function cannedResponsePickerGroups(array $category_ids) { +function cannedResponsePickerGroups(array $category_ids, $user_id) { global $mysqli; $category_ids = array_values(array_unique(array_filter(array_map('intval', $category_ids)))); + $user_id = intval($user_id); $groups = []; $general = []; - $sql = mysqli_query($mysqli, "SELECT canned_response_id, canned_response_name, canned_response_body, canned_response_reply_type, canned_response_ticket_status, canned_response_minutes, - EXISTS (SELECT 1 FROM canned_response_categories c WHERE c.canned_response_id = canned_responses.canned_response_id) AS has_categories + $yours = []; + $sql = mysqli_query($mysqli, "SELECT canned_response_id, canned_response_name, canned_response_body, canned_response_reply_type, canned_response_ticket_status, canned_response_minutes, canned_response_user_id, + EXISTS (SELECT 1 FROM canned_response_categories c WHERE c.canned_response_id = canned_responses.canned_response_id) AS has_categories, + " . ($category_ids ? "EXISTS (SELECT 1 FROM canned_response_categories c WHERE c.canned_response_id = canned_responses.canned_response_id AND c.category_id IN (" . implode(',', $category_ids) . "))" : '0') . " AS in_categories, + (SELECT COUNT(*) FROM canned_response_files WHERE canned_response_file_canned_response_id = canned_responses.canned_response_id) AS file_count FROM canned_responses - WHERE canned_response_archived_at IS NULL + WHERE canned_response_archived_at IS NULL AND " . cannedResponseUsableSql($user_id) . " ORDER BY canned_response_name ASC"); $rows = []; while ($row = mysqli_fetch_assoc($sql)) { $row['preview'] = cannedResponsePreview($row['canned_response_body'], 160); unset($row['canned_response_body']); + if (intval($row['canned_response_user_id'])) { + // The agent's own - in Yours, when it is for these categories or every ticket + if (!intval($row['has_categories']) || intval($row['in_categories'])) { + $yours[] = $row; + } + continue; + } $rows[intval($row['canned_response_id'])] = $row; if (!intval($row['has_categories'])) { $general[] = $row; } } + if ($yours) { + $groups['Yours'] = $yours; + } if ($category_ids && $rows) { $sql = mysqli_query($mysqli, "SELECT canned_response_id, categories.category_id, category_name FROM canned_response_categories JOIN categories ON categories.category_id = canned_response_categories.category_id @@ -277,9 +324,9 @@ function cannedResponsePickerGroups(array $category_ids) { return $groups; } -/* The responses offered on a ticket in a category - cannedResponsePickerGroups() for one. */ -function cannedResponsesForTicket($category_id) { - return cannedResponsePickerGroups([$category_id]); +/* The responses offered to agent $user_id on a ticket in a category - cannedResponsePickerGroups() for one. */ +function cannedResponsesForTicket($category_id, $user_id) { + return cannedResponsePickerGroups([$category_id], $user_id); } /* What the placeholders become on a ticket for $agent_name replying - lowercase name => value, as ticketPlaceholderFill() takes them; [] for no ticket. Raw. */ @@ -345,3 +392,215 @@ function cannedResponseRecordUses(array $canned_response_ids, $ticket_id, $user_ mysqli_query($mysqli, "INSERT INTO canned_response_uses (canned_response_use_canned_response_id, canned_response_use_user_id, canned_response_use_ticket_id) SELECT canned_response_id, " . intval($user_id) . ", " . intval($ticket_id) . " FROM canned_responses WHERE canned_response_id IN (" . implode(',', $ids) . ")"); } + +/* ---------------------------------------------------------------- files */ + +/** The most files that can go with one response. */ +const CANNED_RESPONSE_MAX_FILES = 10; + +/* Where a response's files are kept - its folder under uploads/canned_responses/, from the app's root. */ +function cannedResponseFileDir($canned_response_id) { + return dirname(__DIR__) . '/uploads/canned_responses/' . intval($canned_response_id) . '/'; +} + +/* The files that go with responses - canned_response_id => [rows by name]. */ +function cannedResponseFilesFor(array $canned_response_ids) { + global $mysqli; + $ids = array_values(array_filter(array_map('intval', $canned_response_ids))); + $files = []; + if (!$ids) { + return $files; + } + $sql = mysqli_query($mysqli, "SELECT canned_response_file_id, canned_response_file_canned_response_id, canned_response_file_name, canned_response_file_reference_name, canned_response_file_size + FROM canned_response_files WHERE canned_response_file_canned_response_id IN (" . implode(',', $ids) . ") ORDER BY canned_response_file_name, canned_response_file_id"); + while ($row = mysqli_fetch_assoc($sql)) { + $files[intval($row['canned_response_file_canned_response_id'])][] = $row; + } + return $files; +} + +/* The files that go with one response, by name. */ +function cannedResponseFiles($canned_response_id) { + return cannedResponseFilesFor([$canned_response_id])[intval($canned_response_id)] ?? []; +} + +/* + * Keep the files uploaded with a response's window ($_FILES[$field]) - the + * ticket attachment kinds, up to CANNED_RESPONSE_MAX_FILES in all. What + * wasn't kept, by name - the wrong kind, too many, or a failed upload. + */ +function cannedResponseSaveFiles($canned_response_id, $field = 'files') { + global $mysqli; + $canned_response_id = intval($canned_response_id); + $refused = []; + if (!$canned_response_id || empty($_FILES[$field]['name']) || !is_array($_FILES[$field]['name'])) { + return $refused; + } + $have = count(cannedResponseFiles($canned_response_id)); + $dir = cannedResponseFileDir($canned_response_id); + foreach ($_FILES[$field]['name'] as $i => $name) { + if ((string) $name === '' && intval($_FILES[$field]['error'][$i] ?? 0) === UPLOAD_ERR_NO_FILE) { + continue; + } + $file = ['name' => $name, 'type' => $_FILES[$field]['type'][$i] ?? '', 'tmp_name' => $_FILES[$field]['tmp_name'][$i] ?? '', + 'error' => $_FILES[$field]['error'][$i] ?? UPLOAD_ERR_NO_FILE, 'size' => $_FILES[$field]['size'][$i] ?? 0]; + $reference = $have < CANNED_RESPONSE_MAX_FILES ? checkFileUpload($file, TICKET_ATTACHMENT_EXTENSIONS) : false; + if (!$reference) { + $refused[] = (string) $name; + continue; + } + if (!is_dir($dir)) { + mkdir($dir, 0775, true); + } + if (!move_uploaded_file($file['tmp_name'], $dir . $reference)) { + $refused[] = (string) $name; + continue; + } + mysqli_query($mysqli, "INSERT INTO canned_response_files SET canned_response_file_canned_response_id = $canned_response_id, canned_response_file_name = '" . escapeSql(mb_substr(basename((string) $name), 0, 255)) . "', + canned_response_file_reference_name = '" . escapeSql($reference) . "', canned_response_file_size = " . intval($file['size'])); + $have++; + } + return $refused; +} + +/* Take files off a response - its own, by id, from its folder too. How many went. */ +function cannedResponseRemoveFiles($canned_response_id, array $file_ids) { + global $mysqli; + $removed = 0; + $wanted = array_map('intval', $file_ids); + foreach (cannedResponseFiles($canned_response_id) as $file) { + if (in_array(intval($file['canned_response_file_id']), $wanted, true)) { + @unlink(cannedResponseFileDir($canned_response_id) . basename($file['canned_response_file_reference_name'])); + mysqli_query($mysqli, "DELETE FROM canned_response_files WHERE canned_response_file_id = " . intval($file['canned_response_file_id'])); + $removed++; + } + } + return $removed; +} + +/* A response's files, copied to another - a copy of the response. */ +function cannedResponseCopyFiles($from_id, $to_id) { + global $mysqli; + $to_dir = cannedResponseFileDir($to_id); + foreach (cannedResponseFiles($from_id) as $file) { + $source = cannedResponseFileDir($from_id) . basename($file['canned_response_file_reference_name']); + if (!is_file($source)) { + continue; + } + if (!is_dir($to_dir)) { + mkdir($to_dir, 0775, true); + } + $reference = randomString(32) . '.' . strtolower(pathinfo($file['canned_response_file_reference_name'], PATHINFO_EXTENSION)); + if (copy($source, $to_dir . $reference)) { + mysqli_query($mysqli, "INSERT INTO canned_response_files SET canned_response_file_canned_response_id = " . intval($to_id) . ", canned_response_file_name = '" . escapeSql($file['canned_response_file_name']) . "', + canned_response_file_reference_name = '$reference', canned_response_file_size = " . intval($file['canned_response_file_size'])); + } + } +} + +/* Take a deleted response's folder of files away - its rows go with it by their foreign key. */ +function cannedResponseDeleteFiles($canned_response_id) { + removeDirectory(rtrim(cannedResponseFileDir($canned_response_id), '/')); +} + +/* + * Put files that go with responses ($file_ids) onto a ticket, as a reply's + * attachments ($reply_id, or null for the ticket itself) - copies, so the + * response keeps its own. Only the files of responses agent $user_id may use. + * What saveTicketAttachments() gives: name, path (from the app's root) and + * size of each, for its email. + */ +function cannedResponseAttachFiles(array $file_ids, $ticket_id, $reply_id, $user_id) { + global $mysqli; + $ticket_id = intval($ticket_id); + $ids = array_slice(array_values(array_unique(array_filter(array_map('intval', $file_ids)))), 0, 50); + $stored = []; + if (!$ticket_id || !$ids) { + return $stored; + } + $sql = mysqli_query($mysqli, "SELECT canned_response_file_id, canned_response_file_canned_response_id, canned_response_file_name, canned_response_file_reference_name + FROM canned_response_files JOIN canned_responses ON canned_response_id = canned_response_file_canned_response_id + WHERE canned_response_file_id IN (" . implode(',', $ids) . ") AND " . cannedResponseUsableSql($user_id) . " ORDER BY canned_response_file_id"); + $dir = dirname(__DIR__) . "/uploads/tickets/$ticket_id/"; + while ($file = mysqli_fetch_assoc($sql)) { + $source = cannedResponseFileDir($file['canned_response_file_canned_response_id']) . basename($file['canned_response_file_reference_name']); + if (!is_file($source)) { + continue; + } + if (!is_dir($dir)) { + mkdir($dir, 0775, true); + } + $reference = randomString(32) . '.' . strtolower(pathinfo($file['canned_response_file_reference_name'], PATHINFO_EXTENSION)); + if (!copy($source, $dir . $reference)) { + continue; + } + mysqli_query($mysqli, "INSERT INTO ticket_attachments SET ticket_attachment_name = '" . escapeSql($file['canned_response_file_name']) . "', ticket_attachment_reference_name = '$reference', + ticket_attachment_reply_id = " . ($reply_id === null ? 'NULL' : intval($reply_id)) . ", ticket_attachment_ticket_id = $ticket_id"); + $stored[] = ['name' => $file['canned_response_file_name'], 'path' => "uploads/tickets/$ticket_id/$reference", 'size' => filesize($dir . $reference)]; + } + return $stored; +} + +/* "240 KB" - a file's size. */ +function cannedResponseFileSizeText($bytes) { + $bytes = intval($bytes); + if ($bytes >= 1048576) { + return round($bytes / 1048576, 1) . ' MB'; + } + return max(1, round($bytes / 1024)) . ' KB'; +} + +/* ---------------------------------------------------------------- saving a reply as one */ + +/* + * A reply written on a ticket, made into a response: this ticket's details + * in it turned back into placeholders - [Ticket Link] (its link), [Subject], + * [Contact], [Client], [Ticket], [Agent] (the agent saving it) and [First + * Name] - so it reads right on the next ticket. [HTML, [the placeholders put + * in]]. Whole words in the text only, never in tags and their attributes; a + * subject of one word isn't swapped, as it would be any use of that word. + */ +function cannedResponseUnfill($html, $ticket_id, $agent_name) { + $html = (string) $html; + $ticket = ticketRow($ticket_id); + $values = $ticket ? cannedResponseValues($ticket['ticket_id'], $agent_name) : []; + $made = []; + if (!$values) { + return [$html, $made]; + } + $url = ticketEmailUrl($ticket); + foreach ([escapeHtml($url), $url] as $form) { + $count = 0; + $html = preg_replace('#]*href="' . preg_quote($form, '#') . '"[^>]*>.*?#is', '[Ticket Link]', $html, -1, $count); + $html = str_replace($form, '[Ticket Link]', $html, $more); + if ($count + $more) { + $made['Ticket Link'] = true; + } + } + // The subject first, as it can have the client's or contact's name in it + $swaps = ['Subject' => $values['subject'], 'Contact' => $values['contact'], 'Client' => $values['client'], 'Ticket' => $values['ticket'], 'Agent' => $values['agent'], 'First Name' => $values['first name']]; + // The text between the tags - the even pieces + $pieces = preg_split('/(<[^>]*>)/', $html, -1, PREG_SPLIT_DELIM_CAPTURE); + foreach ($swaps as $placeholder => $value) { + $value = trim(preg_replace('/\s+/u', ' ', (string) $value)); + if (mb_strlen($value) < 2 || ($placeholder === 'Subject' && strpos($value, ' ') === false)) { + continue; + } + foreach (array_unique([escapeHtml($value), $value]) as $form) { + // The editor writes some spaces as   + $pattern = '/(? $piece) { + if ($i % 2 === 0 && $piece !== '') { + $count = 0; + $pieces[$i] = preg_replace($pattern, '[' . $placeholder . ']', $piece, -1, $count); + if ($count) { + $made[$placeholder] = true; + } + } + } + } + } + return [implode('', $pieces), array_keys($made)]; +} diff --git a/functions/canned_response_transfer.php b/functions/canned_response_transfer.php new file mode 100644 index 000000000..f9fd7678b --- /dev/null +++ b/functions/canned_response_transfer.php @@ -0,0 +1,301 @@ + Canned Responses exports them + * (export_canned_responses) and imports them (import_canned_responses); the + * MSP starter pack on Maintenance > Starter Content is loaded the same way. + * + * The file is JSON: {"format": "itflow-canned-responses", "version": 1, + * "exported_at", "responses": [...]}. Each response carries its name, what it + * says, the ticket categories it is offered on (by name, with their colour, + * icon and description, made on the way in when missing - none for every + * ticket), what picking it sets up (reply_type internal, public or email; + * status by name; minutes) and, when exported with them, its files (name and + * data, base64). Only shared ones are imported, as shared ones - an agent's + * own belong to the install it came from. + */ + +const CANNED_RESPONSE_FILE_FORMAT = 'itflow-canned-responses'; +const CANNED_RESPONSE_FILE_VERSION = 1; + +/** The largest file that goes into an export, in bytes - bigger ones stay behind. */ +const CANNED_RESPONSE_TRANSFER_FILE_MAX = 10 * 1024 * 1024; + +/** Who a reply is for, as a file has it - CANNED_RESPONSE_REPLY_TYPES by word. */ +const CANNED_RESPONSE_FILE_REPLY_TYPES = [0 => 'internal', 1 => 'public', 2 => 'email']; + +/* + * Responses as a file's contents (an array, for json_encode()) - the ones in + * $ids, or every current shared one when $ids is empty, and the archived + * shared ones too with $archived. Their files go with them with $with_files, + * each up to CANNED_RESPONSE_TRANSFER_FILE_MAX. + */ +function cannedResponsesExport(array $ids = [], $archived = false, $with_files = true) { + global $mysqli; + $ids = array_values(array_filter(array_map('intval', $ids))); + $where = $ids ? 'canned_response_id IN (' . implode(',', $ids) . ')' + : 'canned_response_user_id = 0' . ($archived ? '' : ' AND canned_response_archived_at IS NULL'); + $rows = []; + $sql = mysqli_query($mysqli, "SELECT canned_response_id, canned_response_name, canned_response_body, canned_response_reply_type, canned_response_ticket_status, canned_response_minutes, ticket_status_name + FROM canned_responses LEFT JOIN ticket_statuses ON ticket_status_id = canned_response_ticket_status + WHERE $where ORDER BY canned_response_name ASC, canned_response_id ASC"); + while ($row = mysqli_fetch_assoc($sql)) { + $rows[intval($row['canned_response_id'])] = $row; + } + $categories = []; + if ($rows) { + $sql = mysqli_query($mysqli, "SELECT canned_response_id, category_name, category_color, category_icon, category_description FROM canned_response_categories + JOIN categories ON categories.category_id = canned_response_categories.category_id + WHERE canned_response_id IN (" . implode(',', array_keys($rows)) . ") ORDER BY category_name"); + while ($row = mysqli_fetch_assoc($sql)) { + $categories[intval($row['canned_response_id'])][] = ['name' => (string) $row['category_name'], 'color' => (string) $row['category_color'], + 'icon' => (string) $row['category_icon'], 'description' => (string) $row['category_description']]; + } + } + $files = $with_files ? cannedResponseFilesFor(array_keys($rows)) : []; + + $responses = []; + foreach ($rows as $id => $row) { + $response = [ + 'name' => (string) $row['canned_response_name'], + 'body' => (string) $row['canned_response_body'], + 'categories' => $categories[$id] ?? [], + 'reply_type' => $row['canned_response_reply_type'] === null ? null : (CANNED_RESPONSE_FILE_REPLY_TYPES[intval($row['canned_response_reply_type'])] ?? null), + 'status' => $row['canned_response_ticket_status'] !== null && $row['ticket_status_name'] !== null ? (string) $row['ticket_status_name'] : null, + 'minutes' => intval($row['canned_response_minutes']), + ]; + if ($with_files) { + $response['files'] = []; + foreach ($files[$id] ?? [] as $file) { + $path = cannedResponseFileDir($id) . basename($file['canned_response_file_reference_name']); + if (is_file($path) && filesize($path) <= CANNED_RESPONSE_TRANSFER_FILE_MAX) { + $response['files'][] = ['name' => (string) $file['canned_response_file_name'], 'data' => base64_encode((string) file_get_contents($path))]; + } + } + } + $responses[] = $response; + } + return ['format' => CANNED_RESPONSE_FILE_FORMAT, 'version' => CANNED_RESPONSE_FILE_VERSION, 'exported_at' => date('c'), 'responses' => $responses]; +} + +/** A file name for an export - its one response's name, or the date. */ +function cannedResponsesExportFileName(array $export) { + $responses = $export['responses'] ?? []; + if (count($responses) === 1) { + $slug = trim(preg_replace('/[^a-z0-9]+/', '-', strtolower($responses[0]['name'])), '-'); + return 'canned-response-' . ($slug !== '' ? substr($slug, 0, 60) : 'export') . '.json'; + } + return 'canned-responses-' . date('Y-m-d') . '.json'; +} + +/* One line of text from a file, tidied - no markup, no runs of spaces, no longer than $max. */ +function cannedResponseFileText($value, $max) { + return is_scalar($value) ? trim(mb_substr(preg_replace('/\s+/u', ' ', strip_tags((string) $value)), 0, $max)) : ''; +} + +/* + * A file's responses, read and checked - from what export wrote, or the + * starter pack. Each made safe: text tidied, what it says through the HTML + * purifier, a reply type or status that isn't one dropped, the time worked + * kept to a day, and its files to the kinds a ticket takes, each decoded and + * no bigger than CANNED_RESPONSE_TRANSFER_FILE_MAX, up to + * CANNED_RESPONSE_MAX_FILES. 'files' is null when the file carried none for + * it (exported without them), and 'files_refused' names the ones left out. + * Null with $error saying why the file can't be used. + */ +function cannedResponsesImportRead($contents, &$error = '') { + $data = is_array($contents) ? $contents : json_decode((string) $contents, true); + if (!is_array($data) || ($data['format'] ?? '') !== CANNED_RESPONSE_FILE_FORMAT || !isset($data['responses']) || !is_array($data['responses'])) { + $error = "That isn't a canned responses file - export one from Admin > Canned Responses."; + return null; + } + if (intval($data['version'] ?? 0) > CANNED_RESPONSE_FILE_VERSION) { + $error = 'That file was made by a newer version of ITFlow - update this one first.'; + return null; + } + if (count($data['responses']) > 1000) { + $error = 'That file holds more than 1000 canned responses - split it up.'; + return null; + } + + $statuses = []; + foreach (cannedResponseStatuses() as $status_id => $status) { + $statuses[mb_strtolower($status['name'])] = $status_id; + } + $reply_types = array_flip(CANNED_RESPONSE_FILE_REPLY_TYPES); + + $responses = []; + foreach ($data['responses'] as $r) { + $name = is_array($r) ? cannedResponseFileText($r['name'] ?? '', 200) : ''; + if ($name === '') { + continue; + } + $categories = []; + foreach (array_slice(is_array($r['categories'] ?? null) ? $r['categories'] : [], 0, 50) as $category) { + $category_name = is_array($category) ? cannedResponseFileText($category['name'] ?? '', 200) : cannedResponseFileText($category, 200); + if ($category_name !== '' && !isset($categories[mb_strtolower($category_name)])) { + $categories[mb_strtolower($category_name)] = ['name' => $category_name, 'color' => is_array($category) ? (string) ($category['color'] ?? '') : '', + 'icon' => is_array($category) ? (string) ($category['icon'] ?? '') : '', 'description' => is_array($category) ? cannedResponseFileText($category['description'] ?? '', 255) : '']; + } + } + $files = null; + $refused = []; + if (is_array($r['files'] ?? null)) { + $files = []; + foreach ($r['files'] as $file) { + $file_name = is_array($file) ? trim(mb_substr(basename(str_replace('\\', '/', preg_replace('/[\x00-\x1F\x7F]/u', '', (string) ($file['name'] ?? '')))), 0, 255)) : ''; + $bytes = is_array($file) && is_string($file['data'] ?? null) ? base64_decode($file['data'], true) : false; + $extension = strtolower(pathinfo($file_name, PATHINFO_EXTENSION)); + if ($file_name === '' || $bytes === false || $bytes === '' || strlen($bytes) > CANNED_RESPONSE_TRANSFER_FILE_MAX + || !in_array($extension, TICKET_ATTACHMENT_EXTENSIONS, true) || count($files) >= CANNED_RESPONSE_MAX_FILES) { + $refused[] = $file_name !== '' ? $file_name : 'a file with no name'; + continue; + } + $files[] = ['name' => $file_name, 'data' => $bytes]; + } + } + $reply_type = is_string($r['reply_type'] ?? null) ? ($reply_types[strtolower($r['reply_type'])] ?? null) : null; + $status = is_string($r['status'] ?? null) ? ($statuses[mb_strtolower(trim($r['status']))] ?? null) : null; + $responses[] = [ + 'name' => $name, + 'body' => is_scalar($r['body'] ?? null) && trim((string) $r['body']) !== '' ? documentHtmlPurify((string) $r['body']) : '', + 'categories' => array_values($categories), + 'reply_type' => $reply_type, + 'ticket_status' => $status, + 'minutes' => max(0, min(CANNED_RESPONSE_MAX_MINUTES, intval($r['minutes'] ?? 0))), + 'files' => $files, + 'files_refused' => $refused, + ]; + } + if (!$responses) { + $error = 'There are no canned responses in that file.'; + return null; + } + return $responses; +} + +/* A file's ticket category by name - this install's of that name, or one made from it. 0 when there is only an archived one. */ +function cannedResponseImportCategory(array $category, array &$counts) { + global $mysqli; + $row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT category_id, category_archived_at FROM categories + WHERE category_type = 'Ticket' AND category_name = '" . escapeSql($category['name']) . "' ORDER BY category_archived_at IS NOT NULL LIMIT 1")); + if ($row) { + return $row['category_archived_at'] ? 0 : intval($row['category_id']); + } + [$fields] = categoryFromInput(['type' => 'Ticket', 'name' => $category['name'], 'description' => $category['description'], 'color' => $category['color'] ?: categoryNextColor('Ticket'), 'icon' => $category['icon']]); + if (!$fields) { + return 0; + } + $counts['categories']++; + return categoryCreate($fields); +} + +/* Keep a file's bytes with a response - the import's. Whether it was kept. */ +function cannedResponseAddFileData($canned_response_id, $name, $bytes) { + global $mysqli; + $canned_response_id = intval($canned_response_id); + $extension = strtolower(pathinfo($name, PATHINFO_EXTENSION)); + if (!$canned_response_id || $bytes === '' || !in_array($extension, TICKET_ATTACHMENT_EXTENSIONS, true) || count(cannedResponseFiles($canned_response_id)) >= CANNED_RESPONSE_MAX_FILES) { + return false; + } + $dir = cannedResponseFileDir($canned_response_id); + if (!is_dir($dir)) { + mkdir($dir, 0775, true); + } + $reference = randomString(32) . '.' . $extension; + if (file_put_contents($dir . $reference, $bytes) === false) { + return false; + } + mysqli_query($mysqli, "INSERT INTO canned_response_files SET canned_response_file_canned_response_id = $canned_response_id, canned_response_file_name = '" . escapeSql($name) . "', + canned_response_file_reference_name = '$reference', canned_response_file_size = " . strlen($bytes)); + return true; +} + +/* + * Bring in responses read by cannedResponsesImportRead(), as shared ones. One + * whose name a shared one here already has is skipped ($existing 'skip'), + * added under a name of its own ('copy') or has everything in the file put in + * its place ('replace') - what it says, where it is offered and what it sets + * up, and its files when the file carries them. Its record of use and whether + * it is archived stay. $only_existing: bring in only the ones already here + * (to update them). ['added', 'replaced', 'skipped', 'categories' made, + * 'files' kept, 'files_refused' (names), 'ids' of those added or replaced]. + */ +function cannedResponsesImport(array $responses, $existing = 'skip', $only_existing = false) { + global $mysqli; + $counts = ['added' => 0, 'replaced' => 0, 'skipped' => 0, 'categories' => 0, 'files' => 0, 'files_refused' => [], 'ids' => []]; + $here = []; + $sql = mysqli_query($mysqli, "SELECT canned_response_id, canned_response_name FROM canned_responses WHERE canned_response_user_id = 0 ORDER BY canned_response_id"); + while ($row = mysqli_fetch_assoc($sql)) { + $here[mb_strtolower($row['canned_response_name'])] = $here[mb_strtolower($row['canned_response_name'])] ?? intval($row['canned_response_id']); + } + + foreach ($responses as $r) { + $id = $here[mb_strtolower($r['name'])] ?? 0; + if (($only_existing && !$id) || ($id && $existing === 'skip')) { + $counts['skipped']++; + continue; + } + $name = $r['name']; + if ($id && $existing === 'copy') { + for ($n = 2; isset($here[mb_strtolower($name)]); $n++) { + $name = mb_substr($r['name'], 0, 190) . " ($n)"; + } + $id = 0; + } + $replacing = $id > 0; + + $category_ids = []; + foreach ($r['categories'] as $category) { + $category_id = cannedResponseImportCategory($category, $counts); + if ($category_id) { + $category_ids[] = $category_id; + } + } + $saved = cannedResponseSave($id, ['name' => $name, 'body' => $r['body'], 'category_ids' => $category_ids, + 'reply_type' => $r['reply_type'], 'ticket_status' => $r['ticket_status'], 'minutes' => $r['minutes']], 0); + $here[mb_strtolower($name)] = $saved; + + // Its files are the file's, when it carries them + if ($r['files'] !== null) { + if ($replacing) { + cannedResponseRemoveFiles($saved, array_column(cannedResponseFiles($saved), 'canned_response_file_id')); + } + foreach ($r['files'] as $file) { + if (cannedResponseAddFileData($saved, $file['name'], $file['data'])) { + $counts['files']++; + } else { + $counts['files_refused'][] = $file['name']; + } + } + } + $counts['files_refused'] = array_merge($counts['files_refused'], $r['files_refused']); + + $counts[$replacing ? 'replaced' : 'added']++; + $counts['ids'][] = $saved; + } + return $counts; +} + +/* What an import did, in words - for its message. HTML. */ +function cannedResponsesImportSummary(array $counts) { + $parts = []; + foreach (['added' => 'added', 'replaced' => 'replaced', 'skipped' => 'already here, left as they were'] as $key => $word) { + if ($counts[$key]) { + $parts[] = '' . $counts[$key] . ' ' . $word; + } + } + $made = []; + if ($counts['categories']) { + $made[] = 'Made ' . $counts['categories'] . ' ticket categor' . ($counts['categories'] === 1 ? 'y' : 'ies') . ' they are offered on'; + } + if ($counts['files']) { + $made[] = 'Brought in ' . $counts['files'] . ' file' . ($counts['files'] === 1 ? '' : 's') . ' that go with them'; + } + return ucfirst(implode(', ', $parts) ?: 'nothing brought in') + . ($made ? '. ' . implode('. ', $made) : '') + . ($counts['files_refused'] ? '. Left out ' . escapeHtml(implode(', ', array_slice($counts['files_refused'], 0, 10))) . '' + . (count($counts['files_refused']) > 10 ? ' and ' . (count($counts['files_refused']) - 10) . ' more' : '') . " - a kind a ticket doesn't take, too big or more than " . CANNED_RESPONSE_MAX_FILES . ' on one' : '') + . '.'; +} diff --git a/functions/files.php b/functions/files.php index 3856eabe8..2353ac730 100644 --- a/functions/files.php +++ b/functions/files.php @@ -4,6 +4,13 @@ // Split from the former monolithic functions.php +/** What a file attached to a ticket can be - by its extension. Canned responses' files too. */ +const TICKET_ATTACHMENT_EXTENSIONS = [ + 'jpg', 'jpeg', 'gif', 'png', 'webp', 'pdf', 'txt', 'md', 'doc', 'docx', + 'odt', 'csv', 'xls', 'xlsx', 'ods', 'pptx', 'odp', 'zip', 'tar', 'gz', + 'xml', 'msg', 'json', 'wav', 'mp3', 'ogg', 'mov', 'mp4', 'av1', 'ovpn' +]; + function removeDirectory($path) { if (!file_exists($path)) { return; @@ -198,11 +205,7 @@ function saveTicketAttachments($ticket_id, $reply_id = null, $field_name = 'atta return $stored_attachments; } - $allowed_extensions = array( - 'jpg', 'jpeg', 'gif', 'png', 'webp', 'pdf', 'txt', 'md', 'doc', 'docx', - 'odt', 'csv', 'xls', 'xlsx', 'ods', 'pptx', 'odp', 'zip', 'tar', 'gz', - 'xml', 'msg', 'json', 'wav', 'mp3', 'ogg', 'mov', 'mp4', 'av1', 'ovpn' - ); + $allowed_extensions = TICKET_ATTACHMENT_EXTENSIONS; // A single-file input posts scalars, a multiple one posts arrays - normalize $names = $_FILES[$field_name]['name']; diff --git a/functions/reports.php b/functions/reports.php index 08e343ac5..546f4b53f 100644 --- a/functions/reports.php +++ b/functions/reports.php @@ -151,6 +151,10 @@ function reportCatalog() { 'title' => 'Ticket Templates', 'icon' => 'fa-cube', 'module' => 'module_support', 'feature' => ['ticketing'], 'description' => 'How often each template is used and how - by agents, from the client portal, on a schedule or by projects - with the time spent and how long its tickets take, and the ones not used.', ], + 'canned_responses' => [ + 'title' => 'Canned Responses', 'icon' => 'fa-comment-dots', 'module' => 'module_support', 'feature' => ['ticketing'], + 'description' => 'How often each canned response goes into a reply, on how many tickets and by whom, which agents reach for them, and the ones not used.', + ], ], ], 'clients' => [ diff --git a/admin/modals/canned_response/canned_response_form.php b/includes/canned_response_form.php similarity index 65% rename from admin/modals/canned_response/canned_response_form.php rename to includes/canned_response_form.php index 520eaa184..ae46fa47c 100644 --- a/admin/modals/canned_response/canned_response_form.php +++ b/includes/canned_response_form.php @@ -1,14 +1,17 @@ + * Canned Responses (admin/modals/canned_response/) and of an agent's own in + * Your account (agent/user/modals/), which set $response (cannedResponseRow(), + * or [] for a new one) and $response_category_ids before including this, in + * a form posted as multipart/form-data. Posts what cannedResponseFields() + * reads (functions/canned_response.php), files[] and remove_file_ids[]. * - * Two tabs: Response (its name, where it is offered and what it says, with + * Three tabs: Response (its name, where it is offered and what it says, with * the placeholders under the editor putting themselves in where the cursor - * is - js/canned_response_form.js) and Sets up (what picking it sets up on - * the reply: who sees it, the status after it and time worked added). + * is - js/canned_response_form.js), Sets up (what picking it sets up on the + * reply: who sees it, the status after it and time worked added) and Files + * (what goes out with it). * * Should not be accessed directly. */ @@ -20,6 +23,7 @@ $picked = array_map('intval', $response_category_ids); $reply_type = isset($r['canned_response_reply_type']) && $r['canned_response_reply_type'] !== null ? (string) intval($r['canned_response_reply_type']) : ''; $ticket_status = isset($r['canned_response_ticket_status']) && $r['canned_response_ticket_status'] !== null ? intval($r['canned_response_ticket_status']) : 0; $minutes = intval($r['canned_response_minutes'] ?? 0); +$files = !empty($r['canned_response_id']) ? cannedResponseFiles($r['canned_response_id']) : []; ?> @@ -30,6 +34,9 @@ $minutes = intval($r['canned_response_minutes'] ?? 0);
  • Sets up
    • +
  • + Files' . count($files) . '' : '' ?> +
    • @@ -113,6 +120,36 @@ $minutes = intval($r['canned_response_minutes'] ?? 0);
    +
    +

    Copied onto the ticket with the reply it goes into, and sent with its email - a how-to, a form to fill in. Up to ; the agent can leave any of them off.

    + + + + + + +
    + + "> +
    + The kinds a ticket takes - PDFs, documents, spreadsheets, images, zips. +
    + diff --git a/js/canned_response_form.js b/js/canned_response_form.js index f49ecf415..553a95902 100644 --- a/js/canned_response_form.js +++ b/js/canned_response_form.js @@ -1,5 +1,5 @@ /* - * The canned response window (admin/modals/canned_response/canned_response_form.php): + * The canned response window (includes/canned_response_form.php): * a placeholder under the editor goes in where the cursor is. The window is an * ajax modal that runs this each time it opens, so the listener is bound once. */ diff --git a/uploads/canned_responses/index.php b/uploads/canned_responses/index.php new file mode 100644 index 000000000..e69de29bb