mirror of
https://github.com/itflow-org/itflow
synced 2026-08-10 09:37:15 +00:00
Fix system-generated ticket replies booking fake time worked
This commit is contained in:
johnnyq
@@ -228,7 +228,9 @@ Per [SECURITY.md](SECURITY.md) — never in a public issue.
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---
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## Conventions
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**Only technician-entered time is time worked.** `ticket_replies.ticket_reply_time_worked` is billable labour and feeds ticket totals, the technician and client time reports, project totals, invoicing and the API. A reply the *system* writes — assignment, priority change, merge, close, invoice/quote created, schedule edited, task completed or reopened — is an audit trail, not work, and records `'00:00:00'`. Only a value the technician actually typed goes in that column. Task completion estimates are planning information and stay on the task; they are never converted into time worked. `agent/ticket.php` hides the clock badge on a reply whose time is exactly `00:00:00`, so a zero renders as no time rather than as "0m".
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**Database naming.** Every column is prefixed with the singular name of the entity it belongs to: `tickets.ticket_id`, `tickets.ticket_subject`, `clients.client_name`. This makes JOIN results unambiguous, so a `SELECT *` across joins is never *wrong*. New tables must follow it.
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**Select the columns you use, not `*`.** Unambiguous is not the same as cheap. `SELECT *` across three joined tables fetches every column of all three, including the `*_notes` and `*_details` TEXT columns, and throws away whatever the page never renders. A search result list that shows five fields was pulling sixty. List the columns instead:
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@@ -113,23 +113,18 @@ if (isset($_GET['complete_task'])) {
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$task_id = intval($_GET['complete_task']);
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// Get Client ID
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$sql = mysqli_query($mysqli, "SELECT task_completion_estimate, task_name, ticket_client_id, ticket_id FROM tasks LEFT JOIN tickets ON ticket_id = task_ticket_id WHERE task_id = $task_id");
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$sql = mysqli_query($mysqli, "SELECT task_name, ticket_client_id, ticket_id FROM tasks LEFT JOIN tickets ON ticket_id = task_ticket_id WHERE task_id = $task_id");
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$row = mysqli_fetch_assoc($sql);
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$client_id = intval($row['ticket_client_id']);
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enforceClientAccess();
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$task_name = escapeSql($row['task_name']);
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$task_completion_estimate = intval($row['task_completion_estimate']);
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$ticket_id = intval($row['ticket_id']);
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mysqli_query($mysqli, "UPDATE tasks SET task_completed_at = NOW(), task_completed_by = $session_user_id WHERE task_id = $task_id");
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// Convert task completion estimate from minutes to TIME format
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$time_worked = gmdate("H:i:s", $task_completion_estimate * 60); // Convert minutes to HH:MM:SS
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// Add reply
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Completed Task - $task_name', ticket_reply_time_worked = '$time_worked', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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$ticket_reply_id = mysqli_insert_id($mysqli);
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// Audit trail only - task_completion_estimate is planning information, not labour.
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// Booking it as time worked double-counted against whatever the tech actually logged.
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Completed Task - $task_name', ticket_reply_time_worked = '00:00:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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logAudit("Task", "Edit", "$session_name completed task $task_name", $client_id, $task_id);
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@@ -157,10 +152,8 @@ if (isset($_GET['undo_complete_task'])) {
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mysqli_query($mysqli, "UPDATE tasks SET task_completed_at = NULL, task_completed_by = NULL WHERE task_id = $task_id");
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// Add reply
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Undo Completed Task - $task_name', ticket_reply_time_worked = '00:01:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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$ticket_reply_id = mysqli_insert_id($mysqli);
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// Audit trail only - see complete_task
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Undo Completed Task - $task_name', ticket_reply_time_worked = '00:00:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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logAudit("Task", "Edit", "$session_name marked task $task_name as incomplete", $client_id, $task_id);
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@@ -431,9 +424,7 @@ if (isset($_GET['complete_all_tasks'])) {
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mysqli_query($mysqli, "UPDATE tasks SET task_completed_at = NOW(), task_completed_by = $session_user_id WHERE task_ticket_id = $ticket_id AND task_completed_at IS NULL");
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// Add reply
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Marked all tasks complete', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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$ticket_reply_id = mysqli_insert_id($mysqli);
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Marked all tasks complete', ticket_reply_time_worked = '00:00:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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logAudit("Ticket", "Edit", "$session_name marked all tasks complete for ticket", $client_id, $ticket_id);
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@@ -458,9 +449,7 @@ if (isset($_GET['undo_complete_all_tasks'])) {
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mysqli_query($mysqli, "UPDATE tasks SET task_completed_at = NULL, task_completed_by = NULL WHERE task_ticket_id = $ticket_id AND task_completed_at IS NOT NULL");
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// Add reply
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Marked all tasks incomplete', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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$ticket_reply_id = mysqli_insert_id($mysqli);
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Marked all tasks incomplete', ticket_reply_time_worked = '00:00:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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logAudit("Ticket", "Edit", "$session_name marked all tasks as incomplete for ticket", $client_id, $ticket_id);
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@@ -892,7 +892,7 @@ if (isset($_POST['assign_ticket'])) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assigned_to, ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id");
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syncTicketSlaClock($ticket_id);
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:00:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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logTicketHistory($ticket_id, "$session_name assigned the ticket to $agent_name");
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@@ -1101,7 +1101,7 @@ if (isset($_POST['bulk_assign_ticket'])) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assign_to, ticket_status = $ticket_status WHERE ticket_id = $ticket_id");
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syncTicketSlaClock($ticket_id);
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:00:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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logTicketHistory($ticket_id, "$session_name assigned the ticket to $agent_name");
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@@ -1188,7 +1188,7 @@ if (isset($_POST['bulk_edit_ticket_priority'])) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id");
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applyTicketSla($ticket_id);
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$session_name updated the priority from $current_ticket_priority to $priority', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$session_name updated the priority from $current_ticket_priority to $priority', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:00:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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logAudit("Ticket", "Edit", "$session_name updated the priority on ticket $ticket_prefix$ticket_number - $ticket_subject from $original_ticket_priority to $priority", $client_id, $ticket_id);
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@@ -1307,13 +1307,13 @@ if (isset($_POST['bulk_merge_tickets'])) {
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if (empty($ticket_first_response_at)) {
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setTicketFirstResponse($ticket_id);
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}
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number bulk merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number bulk merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:00:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_resolved_at = NOW(), ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
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syncTicketSlaClock($ticket_id);
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setTicketResolutionSlaMet($ticket_id);
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// Update new parent ticket
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was bulk merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was bulk merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:00:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
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logTicketHistory($ticket_id, "$session_name merged this ticket into $ticket_prefix$merge_into_ticket_number and closed it");
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@@ -2240,14 +2240,14 @@ if (isset($_POST['merge_ticket'])) {
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setTicketFirstResponse($ticket_id);
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}
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:00:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_resolved_at = NOW(), ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
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syncTicketSlaClock($ticket_id);
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setTicketResolutionSlaMet($ticket_id);
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//Update new parent ticket
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:00:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
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mysqli_query($mysqli, "UPDATE tickets SET ticket_updated_at = NOW() WHERE ticket_id = $merge_into_ticket_id");
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@@ -2428,7 +2428,7 @@ if (isset($_GET['close_ticket'])) {
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syncTicketSlaClock($ticket_id);
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setTicketResolutionSlaMet($ticket_id);
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket closed.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket closed.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:00:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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logTicketHistory($ticket_id, "$session_name closed the ticket");
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@@ -2654,7 +2654,7 @@ if (isset($_POST['add_invoice_from_ticket'])) {
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mysqli_query($mysqli, "INSERT INTO history SET history_status = 'Draft', history_description = 'Invoice created from Ticket $ticket_prefix$ticket_number', history_invoice_id = $invoice_id");
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// Add internal note to ticket, and link to invoice in database
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Created invoice <a href=\"invoice.php?invoice_id=$invoice_id\">$config_invoice_prefix$invoice_number</a> for this ticket.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Created invoice <a href=\"invoice.php?invoice_id=$invoice_id\">$config_invoice_prefix$invoice_number</a> for this ticket.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:00:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "UPDATE tickets SET ticket_invoice_id = $invoice_id WHERE ticket_id = $ticket_id");
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@@ -2727,7 +2727,7 @@ if (isset($_POST['add_quote_from_ticket'])) {
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mysqli_query($mysqli, "INSERT INTO quote_items SET item_name = '$item_name', item_description = '$item_description', item_quantity = $qty, item_price = $price, item_subtotal = $subtotal, item_tax = $tax_amount, item_total = $total, item_order = 1, item_tax_id = $tax_id, item_quote_id = $quote_id");
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// Add internal note to ticket, and link to invoice in database
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Created quote <a href=\"quote.php?quote_id=$quote_id\">$config_quote_prefix$quote_number</a> for this ticket.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Created quote <a href=\"quote.php?quote_id=$quote_id\">$config_quote_prefix$quote_number</a> for this ticket.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:00:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "UPDATE tickets SET ticket_quote_id = $quote_id WHERE ticket_id = $ticket_id LIMIT 1");
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// Logging + redirects
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@@ -3133,7 +3133,7 @@ if (isset($_POST['edit_ticket_schedule'])) {
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// Update ticket reply
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$ticket_reply_note = "Ticket scheduled for $email_datetime " . (boolval($onsite) ? '(onsite).' : '(remote).');
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply_note', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply_note', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:00:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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logAudit("Ticket", "Edit", "$session_name edited ticket schedule", $client_id, $ticket_id);
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@@ -3298,7 +3298,7 @@ if (isset($_GET['cancel_ticket_schedule'])) {
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// Update ticket reply
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$ticket_reply_note = "Ticket schedule cancelled.";
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply_note', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply_note', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:00:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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logAudit("Ticket", "Edit", "$session_name cancelled ticket schedule", $client_id, $ticket_id);
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64
scripts/audit_system_reply_time.sql
Normal file
64
scripts/audit_system_reply_time.sql
Normal file
@@ -0,0 +1,64 @@
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-- ITFlow - how much billable time did system-generated replies invent?
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--
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-- Run these BEFORE deciding whether to correct historical data. Nothing here
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-- writes; the UPDATE at the bottom is commented out on purpose.
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--
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-- Background: until this fix, replies ITFlow wrote itself booked time worked -
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-- one minute for assignment / priority / merge / close / invoice / quote /
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-- schedule / task reopen, and the task's full completion estimate for task
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-- completion. That time is in ticket totals, technician and client time
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-- reports, project totals and anything already invoiced.
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-- 1. Total invented time, by reply kind.
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SELECT
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CASE
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WHEN ticket_reply LIKE 'Completed Task - %' THEN 'Task completed (estimate booked)'
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WHEN ticket_reply LIKE 'Undo Completed Task - %' THEN 'Task reopened'
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WHEN ticket_reply LIKE 'Ticket closed.' THEN 'Ticket closed'
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WHEN ticket_reply LIKE 'Created invoice %' THEN 'Invoice created'
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WHEN ticket_reply LIKE 'Created quote %' THEN 'Quote created'
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WHEN ticket_reply LIKE 'Ticket %merged into%' THEN 'Merged'
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WHEN ticket_reply LIKE '%updated the priority from%' THEN 'Priority changed'
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ELSE 'Other'
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END AS reply_kind,
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COUNT(*) AS replies,
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SEC_TO_TIME(SUM(TIME_TO_SEC(ticket_reply_time_worked))) AS total_time
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FROM ticket_replies
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WHERE ticket_reply_type = 'Internal'
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AND ticket_reply_archived_at IS NULL
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AND TIME_TO_SEC(ticket_reply_time_worked) > 0
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AND (
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ticket_reply LIKE 'Completed Task - %'
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OR ticket_reply LIKE 'Undo Completed Task - %'
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OR ticket_reply = 'Ticket closed.'
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OR ticket_reply LIKE 'Created invoice %'
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OR ticket_reply LIKE 'Created quote %'
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OR ticket_reply LIKE 'Ticket %merged into%'
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OR ticket_reply LIKE '%updated the priority from%'
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)
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GROUP BY reply_kind
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ORDER BY SUM(TIME_TO_SEC(ticket_reply_time_worked)) DESC;
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-- 2. The same rows per client, so you can see whose totals moved.
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SELECT client_name,
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COUNT(*) AS replies,
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SEC_TO_TIME(SUM(TIME_TO_SEC(ticket_reply_time_worked))) AS total_time
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FROM ticket_replies
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LEFT JOIN tickets ON ticket_id = ticket_reply_ticket_id
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LEFT JOIN clients ON client_id = ticket_client_id
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WHERE ticket_reply_type = 'Internal'
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AND ticket_reply_archived_at IS NULL
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AND TIME_TO_SEC(ticket_reply_time_worked) > 0
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AND (ticket_reply LIKE 'Completed Task - %' OR ticket_reply LIKE 'Undo Completed Task - %')
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GROUP BY client_name
|
||||
ORDER BY SUM(TIME_TO_SEC(ticket_reply_time_worked)) DESC;
|
||||
|
||||
-- 3. Correction, if you want it. NOT shipped as a migration: these rows are
|
||||
-- editable in the UI, so some of them may carry time a technician put there
|
||||
-- deliberately, and anything already invoiced should not move underneath the
|
||||
-- invoice. Review the output above first, back up, then run by hand.
|
||||
--
|
||||
-- UPDATE ticket_replies
|
||||
-- SET ticket_reply_time_worked = '00:00:00'
|
||||
-- WHERE ticket_reply_type = 'Internal'
|
||||
-- AND (ticket_reply LIKE 'Completed Task - %' OR ticket_reply LIKE 'Undo Completed Task - %');
|
||||
Reference in New Issue
Block a user