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Fix system-generated ticket replies booking fake time worked

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johnnyq
2026-08-06 19:25:39 -04:00
parent 605c7811e4
commit ac598f6379
4 changed files with 87 additions and 32 deletions
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27
agent/post/task.php
View File

@@ -113,23 +113,18 @@ if (isset($_GET['complete_task'])) {
$task_id = intval($_GET['complete_task']);
// Get Client ID
$sql = mysqli_query($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");
$sql = mysqli_query($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");
$row = mysqli_fetch_assoc($sql);
$client_id = intval($row['ticket_client_id']);
enforceClientAccess();
$task_name = escapeSql($row['task_name']);
$task_completion_estimate = intval($row['task_completion_estimate']);
$ticket_id = intval($row['ticket_id']);
mysqli_query($mysqli, "UPDATE tasks SET task_completed_at = NOW(), task_completed_by = $session_user_id WHERE task_id = $task_id");
// Convert task completion estimate from minutes to TIME format
$time_worked = gmdate("H:i:s", $task_completion_estimate * 60); // Convert minutes to HH:MM:SS
// Add reply
mysqli_query($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");
$ticket_reply_id = mysqli_insert_id($mysqli);
// Audit trail only - task_completion_estimate is planning information, not labour.
// Booking it as time worked double-counted against whatever the tech actually logged.
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 = $ticket_id");
logAudit("Task", "Edit", "$session_name completed task $task_name", $client_id, $task_id);
@@ -157,10 +152,8 @@ if (isset($_GET['undo_complete_task'])) {
mysqli_query($mysqli, "UPDATE tasks SET task_completed_at = NULL, task_completed_by = NULL WHERE task_id = $task_id");
// Add reply
mysqli_query($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");
$ticket_reply_id = mysqli_insert_id($mysqli);
// Audit trail only - see complete_task
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 = $ticket_id");
logAudit("Task", "Edit", "$session_name marked task $task_name as incomplete", $client_id, $task_id);
@@ -431,9 +424,7 @@ if (isset($_GET['complete_all_tasks'])) {
mysqli_query($mysqli, "UPDATE tasks SET task_completed_at = NOW(), task_completed_by = $session_user_id WHERE task_ticket_id = $ticket_id AND task_completed_at IS NULL");
// Add reply
mysqli_query($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");
$ticket_reply_id = mysqli_insert_id($mysqli);
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 = $ticket_id");
logAudit("Ticket", "Edit", "$session_name marked all tasks complete for ticket", $client_id, $ticket_id);
@@ -458,9 +449,7 @@ if (isset($_GET['undo_complete_all_tasks'])) {
mysqli_query($mysqli, "UPDATE tasks SET task_completed_at = NULL, task_completed_by = NULL WHERE task_ticket_id = $ticket_id AND task_completed_at IS NOT NULL");
// Add reply
mysqli_query($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");
$ticket_reply_id = mysqli_insert_id($mysqli);
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 = $ticket_id");
logAudit("Ticket", "Edit", "$session_name marked all tasks as incomplete for ticket", $client_id, $ticket_id);

24
agent/post/ticket.php
View File

@@ -892,7 +892,7 @@ if (isset($_POST['assign_ticket'])) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assigned_to, ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
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 = $ticket_id");
mysqli_query($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 = $ticket_id");
logTicketHistory($ticket_id, "$session_name assigned the ticket to $agent_name");
@@ -1101,7 +1101,7 @@ if (isset($_POST['bulk_assign_ticket'])) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assign_to, ticket_status = $ticket_status WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
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 = $ticket_id");
mysqli_query($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 = $ticket_id");
logTicketHistory($ticket_id, "$session_name assigned the ticket to $agent_name");
@@ -1188,7 +1188,7 @@ if (isset($_POST['bulk_edit_ticket_priority'])) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id");
applyTicketSla($ticket_id);
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 = $ticket_id");
mysqli_query($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 = $ticket_id");
logAudit("Ticket", "Edit", "$session_name updated the priority on ticket $ticket_prefix$ticket_number - $ticket_subject from $original_ticket_priority to $priority", $client_id, $ticket_id);
@@ -1307,13 +1307,13 @@ if (isset($_POST['bulk_merge_tickets'])) {
if (empty($ticket_first_response_at)) {
setTicketFirstResponse($ticket_id);
}
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 = $ticket_id");
mysqli_query($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 = $ticket_id");
mysqli_query($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));
syncTicketSlaClock($ticket_id);
setTicketResolutionSlaMet($ticket_id);
// Update new parent ticket
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was bulk merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
mysqli_query($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 = $merge_into_ticket_id");
logTicketHistory($ticket_id, "$session_name merged this ticket into $ticket_prefix$merge_into_ticket_number and closed it");
@@ -2240,14 +2240,14 @@ if (isset($_POST['merge_ticket'])) {
setTicketFirstResponse($ticket_id);
}
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 = $ticket_id");
mysqli_query($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 = $ticket_id");
mysqli_query($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));
syncTicketSlaClock($ticket_id);
setTicketResolutionSlaMet($ticket_id);
//Update new parent ticket
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 = $merge_into_ticket_id");
mysqli_query($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 = $merge_into_ticket_id");
mysqli_query($mysqli, "UPDATE tickets SET ticket_updated_at = NOW() WHERE ticket_id = $merge_into_ticket_id");
@@ -2428,7 +2428,7 @@ if (isset($_GET['close_ticket'])) {
syncTicketSlaClock($ticket_id);
setTicketResolutionSlaMet($ticket_id);
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 = $ticket_id");
mysqli_query($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 = $ticket_id");
logTicketHistory($ticket_id, "$session_name closed the ticket");
@@ -2654,7 +2654,7 @@ if (isset($_POST['add_invoice_from_ticket'])) {
mysqli_query($mysqli, "INSERT INTO history SET history_status = 'Draft', history_description = 'Invoice created from Ticket $ticket_prefix$ticket_number', history_invoice_id = $invoice_id");
// Add internal note to ticket, and link to invoice in database
mysqli_query($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 = $ticket_id");
mysqli_query($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 = $ticket_id");
mysqli_query($mysqli, "UPDATE tickets SET ticket_invoice_id = $invoice_id WHERE ticket_id = $ticket_id");
@@ -2727,7 +2727,7 @@ if (isset($_POST['add_quote_from_ticket'])) {
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 = $quote_id");
// Add internal note to ticket, and link to invoice in database
mysqli_query($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 = $ticket_id");
mysqli_query($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 = $ticket_id");
mysqli_query($mysqli, "UPDATE tickets SET ticket_quote_id = $quote_id WHERE ticket_id = $ticket_id LIMIT 1");
// Logging + redirects
@@ -3133,7 +3133,7 @@ if (isset($_POST['edit_ticket_schedule'])) {
// Update ticket reply
$ticket_reply_note = "Ticket scheduled for $email_datetime " . (boolval($onsite) ? '(onsite).' : '(remote).');
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 = $ticket_id");
mysqli_query($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 = $ticket_id");
logAudit("Ticket", "Edit", "$session_name edited ticket schedule", $client_id, $ticket_id);
@@ -3298,7 +3298,7 @@ if (isset($_GET['cancel_ticket_schedule'])) {
// Update ticket reply
$ticket_reply_note = "Ticket schedule cancelled.";
mysqli_query($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 = $ticket_id");
mysqli_query($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 = $ticket_id");
logAudit("Ticket", "Edit", "$session_name cancelled ticket schedule", $client_id, $ticket_id);