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