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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
Download Patch File Download Diff File Expand all files Collapse all files

29
post/ticket.php
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@@ -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"
);