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Ticket Statuses

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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
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14
cron.php
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@@ -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 = [
[