AS1024
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itflow
mirror of https://github.com/itflow-org/itflow
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Ticket Statuses 

Standardize on 5 consistent ticket states:-
- New (Red/Danger)
- Open (Blue/Primary)
- On Hold (Green/Success)
- Auto Close (Dark/black)
- Closed (Dark/black)

Update parts of the app where these have deviated from, as they have not been updated everywhere.
Other states may be configurable in future via custom fields.
This commit is contained in:
Marcus Hill 2024-03-03 00:13:29 +00:00
parent f5a6dc2b0a
commit b9431645d3
14 changed files with 155 additions and 139 deletions
Show Stats Download Patch File Download Diff File Expand all files Collapse all files

19
calendar_events.php
View File

@ -161,15 +161,14 @@ while ($row = mysqli_fetch_array($sql)) {
$event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " created - " . $row['ticket_subject'] . " " . $username . "{" . $ticket_status . "}");
$event_start = json_encode($row['ticket_created_at']);
if ($ticket_status == "Closed") {
$event_color = "black";
} else if ($ticket_status == "Scheduled") {
$event_color = "grey";
} else if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$event_color = "red";
} else {
} else if ($ticket_status == "Open") {
$event_color = "blue";
} else if ($ticket_status == "On Hold") {
$event_color = "grey";
} else {
$event_color = "black";
}
echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
@ -188,7 +187,7 @@ while ($row = mysqli_fetch_array($sql)) {
}
if (strtotime($row['ticket_schedule']) < time()) {
if ($row['ticket_status'] == 'Scheduled') {
if ($row['ticket_status'] == 'On Hold') {
$event_color = "red";
} else {
$event_color = "green";
@ -200,7 +199,7 @@ while ($row = mysqli_fetch_array($sql)) {
$ticket_status = strval($row['ticket_status']);
$event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " scheduled - " . $row['ticket_subject'] . " [" . $username . "]{" . $ticket_status . "}");
$event_start = json_encode($row['ticket_schedule']);
echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
}
@ -260,4 +259,4 @@ while ($row = mysqli_fetch_array($sql)) {
// Update the end date field
document.getElementById("event_add_end").value = new_end;
}
</script>
</script>

15
client_events.php
View File

@ -161,15 +161,14 @@ while ($row = mysqli_fetch_array($sql)) {
$event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " created - " . $row['ticket_subject'] . " " . $username . "{" . $ticket_status . "}");
$event_start = json_encode($row['ticket_created_at']);
if ($ticket_status == "Closed") {
$event_color = "black";
} else if ($ticket_status == "Scheduled") {
$event_color = "grey";
} else if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$event_color = "red";
} else {
} else if ($ticket_status == "Open") {
$event_color = "blue";
} else if ($ticket_status == "On Hold") {
$event_color = "grey";
} else {
$event_color = "black";
}
echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
@ -200,7 +199,7 @@ while ($row = mysqli_fetch_array($sql)) {
$ticket_status = strval($row['ticket_status']);
$event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " scheduled - " . $row['ticket_subject'] . " [" . $username . "]{" . $ticket_status . "}");
$event_start = json_encode($row['ticket_schedule']);
echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
}

11
client_tickets.php
View File

@ -160,16 +160,16 @@ $total_scheduled_tickets = intval($row['total_scheduled_tickets']);
}
$ticket_closed_at = nullable_htmlentities($row['ticket_closed_at']);
if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$ticket_status_color = "danger";
} elseif ($ticket_status == "Assigned") {
} elseif ($ticket_status == "Open") {
$ticket_status_color = "primary";
} elseif ($ticket_status == "In-Progress") {
} elseif ($ticket_status == "On Hold") {
$ticket_status_color = "success";
} elseif ($ticket_status == "Auto Close") {
$ticket_status_color = "dark";
} elseif ($ticket_status == "Closed") {
$ticket_status_color = "dark";
} else{
$ticket_status_color = "secondary";
}
if ($ticket_priority == "High") {
@ -181,6 +181,7 @@ $total_scheduled_tickets = intval($row['total_scheduled_tickets']);
} else{
$ticket_priority_display = "-";
}
$ticket_assigned_to = intval($row['ticket_assigned_to']);
if (empty($ticket_assigned_to)) {
if ($ticket_status == "Closed") {

14
cron.php
View File

@ -219,20 +219,20 @@ foreach ($warranty_alert_array as $day) {
// Logging
//mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for asset warranties expiring'");
// Notify of Tickets Pending Assignment
// Notify of New Tickets
// Get Ticket Pending Assignment
$sql_tickets_pending_assignment = mysqli_query($mysqli,"SELECT ticket_id FROM tickets
WHERE ticket_status = 'Pending-Assignment'"
WHERE ticket_status = 'New'"
);
$tickets_pending_assignment = mysqli_num_rows($sql_tickets_pending_assignment);
if($tickets_pending_assignment > 0){
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Pending Tickets', notification = 'There are $tickets_pending_assignment Tickets pending assignment', notification_action = 'tickets.php?status=Pending-Assignment'");
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Pending Tickets', notification = 'There are $tickets_pending_assignment new tickets pending assignment', notification_action = 'tickets.php?status=New'");
// Logging
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for tickets that are pending assignment'");
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for new tickets that are pending assignment'");
}
// Recurring (Scheduled) tickets
@ -262,7 +262,7 @@ if (mysqli_num_rows($sql_scheduled_tickets) > 0) {
mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1");
// Raise the ticket
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'Open', ticket_created_by = $created_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id");
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'New', ticket_created_by = $created_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id");
$id = mysqli_insert_id($mysqli);
// Logging
@ -366,7 +366,7 @@ if (mysqli_num_rows($sql_scheduled_tickets) > 0) {
// AUTO CLOSE TICKET - CLOSE
// Automatically silently closes tickets 22 hrs after the last chase
// Check to make sure autoclose is enabled
// Check to make sure auto-close is enabled
if ($config_ticket_autoclose == 1) {
$sql_tickets_to_chase = mysqli_query(
$mysqli,
@ -420,7 +420,7 @@ if ($config_ticket_autoclose == 1) {
$ticket_reply = $ticket_reply_row['ticket_reply'];
$subject = "Ticket pending closure - [$ticket_prefix$ticket_number] - $ticket_subject";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>This is an automatic friendly reminder that your ticket regarding $ticket_subject will be closed, unless you respond.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>If your issue is resolved, you can ignore this email - the ticket will automatically close. If you need further assistance, please respond to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>This is an automatic friendly reminder that your ticket regarding $ticket_subject will be closed, unless you respond.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>If your issue is resolved, you can ignore this email - the ticket will automatically close shortly. If you need further assistance, please respond to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$data = [
[

31
cron_ticket_email_parser.php
View File

@ -106,7 +106,7 @@ $allowed_extensions = array('jpg', 'jpeg', 'gif', 'png', 'webp', 'pdf', 'txt', '
function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message, $attachments) {
// Access global variables
global $mysqli, $company_name, $company_phone, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_ticket_new_ticket_notification_email, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
global $mysqli,$config_app_name, $company_name, $company_phone, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_ticket_new_ticket_notification_email, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
// Get the next Ticket Number and add 1 for the new ticket number
$ticket_number_sql = mysqli_fetch_array(mysqli_query($mysqli, "SELECT config_ticket_next_number FROM settings WHERE company_id = 1"));
@ -118,7 +118,7 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
$message = nl2br($message);
$message = mysqli_escape_string($mysqli, "<i>Email from: $contact_email at $date:-</i> <br><br>$message");
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', ticket_priority = 'Low', ticket_status = 'Pending-Assignment', ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id");
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', ticket_priority = 'Low', ticket_status = 'New', ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id");
$id = mysqli_insert_id($mysqli);
// Logging
@ -162,9 +162,9 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
$data = [];
// E-mail client notification that ticket has been created
if ($config_ticket_client_general_notifications == 1) {
$subject_email = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: Open<br>https://$config_base_url/portal/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: New<br>https://$config_base_url/portal/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$data[] = [
'from' => $config_ticket_from_email,
@ -184,7 +184,7 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
$client_row = mysqli_fetch_array($client_sql);
$client_name = sanitizeInput($client_row['client_name']);
$email_subject = "ITFlow - New Ticket - $client_name: $subject";
$email_subject = "$config_app_name - New Ticket - $client_name: $subject";
$email_body = "Hello, <br><br>This is a notification that a new ticket has been raised in ITFlow. <br>Client: $client_name<br>Priority: Low (email parsed)<br>Link: https://$config_base_url/ticket.php?ticket_id=$id <br><br>--------------------------------<br><br><b>$subject</b><br>$details";
$data[] = [
@ -209,7 +209,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
// Add email as a comment/reply to an existing ticket
// Access global variables
global $mysqli, $company_name, $company_phone, $config_ticket_prefix, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
global $mysqli, $config_app_name, $company_name, $company_phone, $config_ticket_prefix, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
// Set default reply type
$ticket_reply_type = 'Client';
@ -221,19 +221,22 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
$message = mysqli_escape_string($mysqli, "<i>Email from: $from_email at $date:-</i> <br><br>$message");
// Lookup the ticket ID
$row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email
$row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email, client_name
FROM tickets
LEFT JOIN contacts on tickets.ticket_contact_id = contacts.contact_id
LEFT JOIN clients on tickets.ticket_client_id = clients.client_id
WHERE ticket_number = $ticket_number LIMIT 1"));
if ($row) {
// Get ticket details
$ticket_id = intval($row['ticket_id']);
$ticket_subject = sanitizeInput($row['ticket_subject']);
$ticket_status = sanitizeInput($row['ticket_status']);
$ticket_reply_contact = intval($row['ticket_contact_id']);
$ticket_contact_email = sanitizeInput($row['contact_email']);
$client_id = intval($row['ticket_client_id']);
$client_name = sanitizeInput($row['client_name']);
// Check ticket isn't closed - tickets can't be re-opened
if ($ticket_status == "Closed") {
@ -241,7 +244,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
$email_subject = "Action required: This ticket is already closed";
$email_body = "Hi there, <br><br>You\'ve tried to reply to a ticket that is closed - we won\'t see your response. <br><br>Please raise a new ticket by sending a fresh e-mail to our support address below. <br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$data = [
[
'from' => $config_ticket_from_email,
@ -252,7 +255,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
'body' => $email_body
]
];
addToMailQueue($mysqli, $data);
return true;
@ -332,8 +335,8 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
$tech_email = sanitizeInput($tech_row['user_email']);
$tech_name = sanitizeInput($tech_row['user_name']);
$subject = "Ticket updated - [$config_ticket_prefix$ticket_number] - $subject";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $tech_name,<br><br>A new reply has been added to the ticket \"$subject\".<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: Open<br>https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$email_subject = "$config_app_name - Ticket updated - [$config_ticket_prefix$ticket_number] $ticket_subject";
$email_body = "Hello $tech_name,<br><br>A new reply has been added to the below ticket, check ITFlow for full details.<br><br>Client: $client_name<br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $ticket_subject<br><br>https://$config_base_url/ticket.php?ticket_id=$ticket_id";
$data = [
[
@ -341,8 +344,8 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
'from_name' => $config_ticket_from_name,
'recipient' => $tech_email,
'recipient_name' => $tech_name,
'subject' => $subject,
'body' => $body
'subject' => $email_subject,
'body' => $email_body
]
];
@ -353,7 +356,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
}
// Update Ticket Last Response Field & set ticket to open as client has replied
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Client-Replied' WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Open' WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
echo "Updated existing ticket.<br>";
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Update', log_description = 'Email parser: Client contact $from_email updated ticket $config_ticket_prefix$ticket_number ($subject)', log_client_id = $client_id");

13
dashboard.php
View File

@ -795,16 +795,17 @@ if ($user_config_dashboard_technical_enable == 1) {
$client_name = nullable_htmlentities($row['client_name']);
$contact_id = intval($row['ticket_contact_id']);
$contact_name = nullable_htmlentities($row['contact_name']);
if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$ticket_status_color = "danger";
} elseif ($ticket_status == "Assigned") {
} elseif ($ticket_status == "Open") {
$ticket_status_color = "primary";
} elseif ($ticket_status == "In-Progress") {
} elseif ($ticket_status == "On Hold") {
$ticket_status_color = "success";
} elseif ($ticket_status == "Auto Close") {
$ticket_status_color = "dark";
} elseif ($ticket_status == "Closed") {
$ticket_status_color = "dark";
} else {
$ticket_status_color = "secondary";
}
if ($ticket_priority == "High") {
@ -1326,4 +1327,4 @@ if ($user_config_dashboard_technical_enable == 1) {
}
}
});
</script>
</script>

12
functions.php
View File

@ -727,7 +727,7 @@ function sanitizeInput($input)
global $mysqli;
// Remove HTML and PHP tags
$input = strip_tags($input);
$input = strip_tags((string) $input);
// Remove white space from beginning and end of input
$input = trim($input);
@ -1029,7 +1029,11 @@ function addToMailQueue($mysqli, $data)
$recipient_name = strval($email['recipient_name']);
$subject = strval($email['subject']);
$body = strval($email['body']);
$cal_str = mysqli_escape_string($mysqli,$email['cal_str']);
$cal_str = '';
if (isset($email['cal_str'])) {
$cal_str = mysqli_escape_string($mysqli,$email['cal_str']);
}
// Check if 'email_queued_at' is set and not empty
if (isset($email['queued_at']) && !empty($email['queued_at'])) {
@ -1110,7 +1114,7 @@ function createiCalStrCancel($originaliCalStr) {
// Import the original iCal string
$cal_event = new ZCiCal($originaliCalStr);
// Iterate through the iCalendar object to find VEVENT nodes
foreach($cal_event->tree->child as $node) {
if($node->getName() == "VEVENT") {
@ -1133,4 +1137,4 @@ function createiCalStrCancel($originaliCalStr) {
// Return the modified iCal string
return $cal_event->export();
}

13
get_settings.php
View File

@ -238,17 +238,10 @@ $asset_status_array = array (
);
$ticket_status_array = array (
'Pending-Assignment',
'Assigned',
'Client-Replied',
'In-Progress',
'Pending-Shipment',
'Pending-Client',
'Pending-Vendor',
'Scheduled',
'Closed',
'Open',
'Auto Close'
'On Hold',
'Auto Close',
'Closed'
);
$industry_select_array = array(

36
portal/portal_post.php
View File

@ -33,7 +33,7 @@ if (isset($_POST['add_ticket'])) {
$new_config_ticket_next_number = $config_ticket_next_number + 1;
mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1");
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'Open', ticket_created_by = 0, ticket_contact_id = $contact, ticket_client_id = $client_id");
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'New', ticket_created_by = 0, ticket_contact_id = $contact, ticket_client_id = $client_id");
$id = mysqli_insert_id($mysqli);
// Notify agent DL of the new ticket, if populated with a valid email
@ -88,6 +88,40 @@ if (isset($_POST['add_ticket_comment'])) {
// Update Ticket Last Response Field & set ticket to open as client has replied
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Open' WHERE ticket_id = $ticket_id AND ticket_client_id = $session_client_id LIMIT 1");
// Get ticket details & Notify the assigned tech (if any)
$ticket_details = mysqli_fetch_array(mysqli_query($mysqli, "SELECT * FROM tickets LEFT JOIN clients ON ticket_client_id = client_id WHERE ticket_id = $ticket_id LIMIT 1"));
$ticket_number = intval($ticket_details['ticket_number']);
$ticket_assigned_to = intval($ticket_details['ticket_assigned_to']);
$ticket_subject = sanitizeInput($ticket_details['ticket_subject']);
$client_name = sanitizeInput($ticket_details['client_name']);
if ($ticket_details && $ticket_assigned_to !== 0) {
// Get tech details
$tech_details = mysqli_fetch_array(mysqli_query($mysqli, "SELECT user_email, user_name FROM users WHERE user_id = $ticket_assigned_to LIMIT 1"));
$tech_email = sanitizeInput($tech_details['user_email']);
$tech_name = sanitizeInput($tech_details['user_name']);
$subject = "$config_app_name Ticket updated - [$config_ticket_prefix$ticket_number] $ticket_subject";
$body = "Hello $tech_name,<br><br>A new reply has been added to the below ticket, check ITFlow for full details.<br><br>Client: $client_name<br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $ticket_subject<br><br>https://$config_base_url/ticket.php?ticket_id=$ticket_id";
$data = [
[
'from' => $config_ticket_from_email,
'from_name' => $config_ticket_from_name,
'recipient' => $tech_email,
'recipient_name' => $tech_name,
'subject' => $subject,
'body' => $body
]
];
addToMailQueue($mysqli, $data);
}
// Store any attached any files
if (!empty($_FILES)) {

29
post/ticket.php
View File

@ -11,9 +11,9 @@ if (isset($_POST['add_ticket'])) {
$client_id = intval($_POST['client']);
$assigned_to = intval($_POST['assigned_to']);
if ($assigned_to == 0) {
$ticket_status = 'Pending-Assignment';
$ticket_status = 'New';
} else {
$ticket_status = 'Assigned';
$ticket_status = 'Open';
}
$contact = intval($_POST['contact']);
$subject = sanitizeInput($_POST['subject']);
@ -329,15 +329,14 @@ if (isset($_POST['assign_ticket'])) {
$ticket_id = intval($_POST['ticket_id']);
$assigned_to = intval($_POST['assigned_to']);
$ticket_status = sanitizeInput($_POST['ticket_status']);
if ($ticket_status == 'Pending-Assignment' && $assigned_to > 0) {
$ticket_status = 'Assigned';
if ($ticket_status == 'New' && $assigned_to !== 0) {
$ticket_status = 'Open';
}
// Allow for un-assigning tickets
if ($assigned_to == 0) {
$ticket_reply = "Ticket unassigned, pending re-assignment.";
$ticket_reply = "Ticket unassigned.";
$agent_name = "No One";
$ticket_status = "Pending-Assignment";
} else {
// Get & verify assigned agent details
$agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users LEFT JOIN user_settings ON users.user_id = user_settings.user_id WHERE users.user_id = $assigned_to AND user_settings.user_role > 1");
@ -356,13 +355,14 @@ if (isset($_POST['assign_ticket'])) {
}
// Get & verify ticket details
$ticket_details_sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_client_id FROM tickets WHERE ticket_id = '$ticket_id' AND ticket_status != 'Closed'");
$ticket_details_sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_client_id, client_name FROM tickets LEFT JOIN clients ON ticket_client_id = client_id WHERE ticket_id = '$ticket_id' AND ticket_status != 'Closed'");
$ticket_details = mysqli_fetch_array($ticket_details_sql);
$ticket_prefix = sanitizeInput($ticket_details['ticket_prefix']);
$ticket_number = intval($ticket_details['ticket_number']);
$ticket_subject = sanitizeInput($ticket_details['ticket_subject']);
$client_id = intval($ticket_details['ticket_client_id']);
$client_name = sanitizeInput($ticket_details['client_name']);
if (!$ticket_subject) {
$_SESSION['alert_type'] = "error";
@ -394,8 +394,8 @@ if (isset($_POST['assign_ticket'])) {
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
$company_name = sanitizeInput($session_company_name);
$subject = "$config_app_name - ticket $ticket_prefix$ticket_number assigned to you";
$body = "Hi $agent_name, <br><br>A ticket has been assigned to you!<br><br>Ticket Number: $ticket_prefix$ticket_number<br> Subject: $ticket_subject <br><br>Thanks, <br>$session_name<br>$company_name";
$subject = "$config_app_name - Ticket $ticket_prefix$ticket_number assigned to you - $ticket_subject";
$body = "Hi $agent_name, <br><br>A ticket has been assigned to you!<br><br>Client: $client_name<br>Ticket Number: $ticket_prefix$ticket_number<br> Subject: $ticket_subject<br><br>https://$config_base_url/ticket.php?ticket_id=$ticket_id <br><br>Thanks, <br>$session_name<br>$company_name";
// Email Ticket Agent
// Queue Mail
@ -477,15 +477,14 @@ if (isset($_POST['bulk_assign_ticket'])) {
$ticket_subject = sanitizeInput($row['ticket_subject']);
$client_id = intval($row['ticket_client_id']);
if ($ticket_status == 'Pending-Assignment' && $assign_to > 0) {
$ticket_status = 'Assigned';
if ($ticket_status == 'New' && $assigned_to !== 0) {
$ticket_status = 'Open';
}
// Allow for un-assigning tickets
if ($assign_to == 0) {
$ticket_reply = "Ticket unassigned, pending re-assignment.";
$agent_name = "No One";
$ticket_status = "Pending-Assignment";
} else {
// Get & verify assigned agent details
$agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users LEFT JOIN user_settings ON users.user_id = user_settings.user_id WHERE users.user_id = $assign_to AND user_settings.user_role > 1");
@ -1437,8 +1436,8 @@ if (isset($_POST['set_billable_status'])) {
mysqli_query(
$mysqli,
"UPDATE tickets SET
ticket_billable = '$billable_status'
WHERE ticket_id = $ticket_id"
ticket_billable = '$billable_status'
WHERE ticket_id = $ticket_id"
);
//Logging
@ -1475,7 +1474,7 @@ if (isset($_POST['edit_ticket_schedule'])) {
"UPDATE tickets SET
ticket_schedule = '$schedule',
ticket_onsite = '$onsite',
ticket_status = 'Scheduled'
ticket_status = 'On Hold'
WHERE ticket_id = $ticket_id"
);

32
ticket.php
View File

@ -59,7 +59,7 @@ if (isset($_GET['ticket_id'])) {
$ticket_scheduled_for = nullable_htmlentities($row['ticket_schedule']);
$ticket_onsite = nullable_htmlentities($row['ticket_onsite']);
//Set Ticket Bage Color based of priority
//Set Ticket Badge Color based of priority
if ($ticket_priority == "High") {
$ticket_priority_display = "<span class='p-2 badge badge-danger'>$ticket_priority</span>";
} elseif ($ticket_priority == "Medium") {
@ -72,16 +72,16 @@ if (isset($_GET['ticket_id'])) {
$ticket_feedback = nullable_htmlentities($row['ticket_feedback']);
$ticket_status = nullable_htmlentities($row['ticket_status']);
if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$ticket_status_display = "<span class='p-2 badge badge-danger'>$ticket_status</span>";
} elseif ($ticket_status == "Assigned") {
} elseif ($ticket_status == "Open") {
$ticket_status_display = "<span class='p-2 badge badge-primary'>$ticket_status</span>";
} elseif ($ticket_status == "In-Progress") {
} elseif ($ticket_status == "On Hold") {
$ticket_status_display = "<span class='p-2 badge badge-success'>$ticket_status</span>";
} elseif ($ticket_status == "Closed") {
} elseif ($ticket_status == "Auto Close" || $ticket_status == "Closed") {
$ticket_status_display = "<span class='p-2 badge badge-dark'>$ticket_status</span>";
} else {
$ticket_status_display = "<span class='p-2 badge badge-secondary'>$ticket_status</span>";
$ticket_status_display = "<span class='p-2 badge badge-secondary'>$ticket_status</span>"; // To be removed
}
$ticket_vendor_ticket_number = nullable_htmlentities($row['ticket_vendor_ticket_number']);
@ -276,7 +276,7 @@ if (isset($_GET['ticket_id'])) {
<div class="row">
<div class="col-md-9">
<div class="card card-body">
<div class="card card-outline card-primary mb-3">
@ -328,18 +328,12 @@ if (isset($_GET['ticket_id'])) {
<span class="input-group-text"><i class="fa fa-fw fa-thermometer-half"></i></span>
</div>
<select class="form-control select2" name="status" required>
<option <?php if ($ticket_status == "In-Progress") {
<option <?php if ($ticket_status == "Open") {
echo "selected";
} ?>>In-Progress</option>
<option <?php if ($ticket_status == "Pending-Client") {
} ?>>Open</option>
<option <?php if ($ticket_status == "On Hold") {
echo "selected";
} ?>>Pending-Client</option>
<option <?php if ($ticket_status == "Pending-Vendor") {
echo "selected";
} ?>>Pending-Vendor</option>
<option <?php if ($ticket_status == "Pending-Shipment") {
echo "selected";
} ?>>Pending-Shipment</option>
} ?>>On Hold</option>
<?php if ($config_ticket_autoclose) { ?>
<option <?php if ($ticket_status == 'Auto Close') {
echo "selected";
@ -383,7 +377,7 @@ if (isset($_GET['ticket_id'])) {
</div>
<?php
// Set the initial ticket response type (private/internal note)
// Future updates of the wording/icon are done by Javascript
@ -540,7 +534,7 @@ if (isset($_GET['ticket_id'])) {
</div>
</div>
<div class="col-md-3">
<div class="card card-body">

4
ticket_bulk_close_modal.php
View File

@ -18,8 +18,8 @@
<div class="form-group">
<div class="custom-control custom-checkbox">
<input type="checkbox" class="custom-control-input" id="bulkPrivateCheckbox" name="bulk_private_note" value="1">
<label class="custom-control-label" for="bulkPrivateCheckbox">Mark as a Private</label>
<small class="form-text text-muted">If checked the contact and any watcher will not be informed</small>
<label class="custom-control-label" for="bulkPrivateCheckbox">Mark as Internal</label>
<small class="form-text text-muted">If checked this note will only be visible to agents. The contact / watcher will not be informed this ticket was closed.</small>
</div>
</div>

13
ticket_bulk_reply_modal.php
View File

@ -2,7 +2,7 @@
<div class="modal-dialog modal-lg">
<div class="modal-content bg-dark">
<div class="modal-header">
<h5 class="modal-title"><i class="fas fa-fw fa-paper-plane mr-2"></i>Bulk Reply</h5>
<h5 class="modal-title"><i class="fas fa-fw fa-paper-plane mr-2"></i>Bulk Update/Reply</h5>
<button type="button" class="close text-white" data-dismiss="modal">
<span>&times;</span>
</button>
@ -16,11 +16,8 @@
<span class="input-group-text"><i class="fa fa-fw fa-thermometer-half"></i></span>
</div>
<select class="form-control select2" name="bulk_status">
<option>In-Progress</option>
<option>Pending-Client</option>
<option>Pending-Vendor</option>
<option>Pending-Shipment</option>
<option>Scheduled</option>
<option>Open</option>
<option>On Hold</option>
</select>
</div>
@ -31,8 +28,8 @@
<div class="form-group">
<div class="custom-control custom-checkbox">
<input type="checkbox" class="custom-control-input" id="bulkPrivateReplyCheckbox" name="bulk_private_reply" value="1">
<label class="custom-control-label" for="bulkPrivateReplyCheckbox">Mark as a Private</label>
<small class="form-text text-muted">If checked the contact and any watcher will not be informed</small>
<label class="custom-control-label" for="bulkPrivateReplyCheckbox">Mark as internal</label>
<small class="form-text text-muted">If checked this note will only be visible to agents.</small>
</div>
</div>

52
tickets.php
View File

@ -163,7 +163,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
</a>
<div class="dropdown-divider"></div>
<a class="dropdown-item" href="#" data-toggle="modal" data-target="#bulkReplyTicketModal">
<i class="fas fa-fw fa-paper-plane mr-2"></i>Bulk Reply
<i class="fas fa-fw fa-paper-plane mr-2"></i>Bulk Update/Reply
</a>
</div>
</div>
@ -236,24 +236,18 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
<div class="form-group">
<label>Ticket Status</label>
<select class="form-control select2" name="status[]" data-placeholder="Select Status" multiple>
<option value="In-Progress" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('In-Progress', $_GET['status'])) {
<option value="New" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('New', $_GET['status'])) {
echo 'selected';
} ?>>In-Progress</option>
<option value="Client-Replied" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Client-Replied', $_GET['status'])) {
} ?>>New</option>
<option value="Open" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Open', $_GET['status'])) {
echo 'selected';
} ?>>Client-Replied</option>
<option value="Pending-Client" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Pending-Client', $_GET['status'])) {
} ?>>Open</option>
<option value="On Hold" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('On Hold', $_GET['status'])) {
echo 'selected';
} ?>>Pending-Client</option>
<option value="Pending-Vendor" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Pending-Vendor', $_GET['status'])) {
} ?>>On Hold</option>
<option value="Auto Close" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Auto Close', $_GET['status'])) {
echo 'selected';
} ?>>Pending-Vendor</option>
<option value="Pending-Shipment" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Pending-Shipment', $_GET['status'])) {
echo 'selected';
} ?>>Pending-Shipment</option>
<option value="Scheduled" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Scheduled', $_GET['status'])) {
echo 'selected';
} ?>>Scheduled</option>
} ?>>Auto Close</option>
<option value="Closed" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Closed', $_GET['status'])) {
echo 'selected';
} ?>>Closed</option>
@ -338,6 +332,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
$ticket_priority = nullable_htmlentities($row['ticket_priority']);
$ticket_status = nullable_htmlentities($row['ticket_status']);
$ticket_billable = intval($row['ticket_billable']);
$ticket_scheduled_for = nullable_htmlentities($row['ticket_schedule']);
$ticket_vendor_ticket_number = nullable_htmlentities($row['ticket_vendor_ticket_number']);
$ticket_created_at = nullable_htmlentities($row['ticket_created_at']);
$ticket_created_at_time_ago = timeAgo($row['ticket_created_at']);
@ -362,20 +357,17 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
$contact_phone = formatPhoneNumber($row['contact_phone']);
$contact_extension = nullable_htmlentities($row['contact_extension']);
$contact_mobile = formatPhoneNumber($row['contact_mobile']);
if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$ticket_status_color = "danger";
} elseif ($ticket_status == "Assigned") {
} elseif ($ticket_status == "Open") {
$ticket_status_color = "primary";
} elseif ($ticket_status == "In-Progress") {
} elseif ($ticket_status == "On Hold") {
$ticket_status_color = "success";
} elseif ($ticket_status == "Closed") {
$ticket_status_color = "dark";
} elseif ($ticket_status == "Auto Close") {
$ticket_status_color = "dark";
} elseif ($ticket_status == "Client-Replied") {
$ticket_status_color = "warning";
} else {
$ticket_status_color = "secondary";
} elseif ($ticket_status == "Closed") {
$ticket_status_color = "dark";
}
if ($ticket_priority == "High") {
@ -385,6 +377,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
} else {
$ticket_priority_color = "info";
}
$ticket_assigned_to = intval($row['ticket_assigned_to']);
if (empty($ticket_assigned_to)) {
if ($ticket_status == "Closed") {
@ -430,8 +423,8 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
<div class="mt-1"><?php echo $contact_display; ?></div>
</td>
<?php if ($config_module_enable_accounting) {
?>
<?php if ($config_module_enable_accounting) { ?>
<td class="text-center">
<a href="#" data-toggle="modal" data-target="#editTicketBillableModal<?php echo $ticket_id; ?>">
<?php
@ -442,11 +435,10 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
}
?>
</td>
<?php
}
?>
<?php } ?>
<td><a href="#" data-toggle="modal" data-target="#editTicketPriorityModal<?php echo $ticket_id; ?>"><span class='p-2 badge badge-pill badge-<?php echo $ticket_priority_color; ?>'><?php echo $ticket_priority; ?></span></a></td>
<td><span class='p-2 badge badge-pill badge-<?php echo $ticket_status_color; ?>'><?php echo $ticket_status; ?></span></td>
<td><span class='p-2 badge badge-pill badge-<?php echo $ticket_status_color; ?>'><?php echo $ticket_status; ?></span> <?php if ($ticket_status == 'On Hold' && isset ($ticket_scheduled_for)) { echo "<div class=\"mt-1\"> <small class='text-secondary'> $ticket_scheduled_for </small></div>"; } ?></td>
<td><a href="#" data-toggle="modal" data-target="#assignTicketModal<?php echo $ticket_id; ?>"><?php echo $ticket_assigned_to_display; ?></a></td>
<td><?php echo $ticket_updated_at_display; ?></td>
<td>