diff --git a/CHANGELOG.md b/CHANGELOG.md index 97f093f1a..58177b5b8 100644 --- a/CHANGELOG.md +++ b/CHANGELOG.md @@ -6,7 +6,7 @@ This file documents all notable changes made to ITFlow. ### Upgrading to 26.11 -Update from Maintenance > Update — Queue Update hands the job to cron, which updates the files and applies this release's database changes (2.7.9 to 3.3.9) in the same pass. Nothing else is required. +Update from Maintenance > Update — Queue Update hands the job to cron, which updates the files and applies this release's database changes (2.7.9 to 3.4.0) in the same pass. Nothing else is required. This is a big release, with sixty database steps in one go, so take a backup before you update. @@ -29,6 +29,8 @@ Trips already logged keep the miles they were entered with (see Breaking Changes Other income already entered (money in that isn't for an invoice, which used to be called revenue) takes who entered it from the audit log, where it has a record of it. Income with no category now counts in the dashboard and reports, so their totals can go up by that much (see Breaking Changes, Income). +Ticket statuses keep their names, colours, order and SLA settings, and every one of them still sends a ticket back to Open when the client replies - until you set one of your own to leave it where it is (see New Features, Ticket Statuses). The five built-in statuses are given a line on what each is for, which you can change. + Every account is given a kind - checking, savings, credit card, cash or payment processor - guessed from its name: Visa, Amex or card is a credit card, savings or reserve is savings, cash or petty cash is cash, and Stripe, PayPal, Square or merchant is a payment processor. An account given a liability type back when accounts had types (2023) is a credit card, so what is on it reads as owed. Anything else is checking. Change any that came out wrong with Edit on the Accounts page. An account's balance now leaves out archived payments, income and expenses everywhere, so the Accounts page can show less or more than before (see Bug Fixes). No account is reconciled after the update. The first statement you reconcile on each can start from the bank's balance on the day it starts, bringing everything before it forward as reconciled, or from the account's opening balance (see New Features, Accounts and transactions). Transfers already made out of a cash account count as having taken everything in it up to then to the bank, so the first deposit you make after the update only offers the checks and cash taken in since the last one. Taxes keep their names and rates, now kept to four decimal places. No client has a rate of its own or is tax exempt, and there is no default rate, so new lines start untaxed as before until you pick one in Admin > Taxes. Billed time, trips and expenses stay untaxed until you switch them on there. Discounts now come off before tax on invoices and quotes that are still open, the next time they are edited (see Breaking Changes, Taxes). No expense has tax recorded on it until you add it, so Tax Collected shows no tax paid on purchases for the months before. @@ -1111,6 +1113,15 @@ If you are coming from 26.08 or earlier, the database update still has to be run - Uploads: files and size by folder, biggest first. - Copy for support puts the whole report on the clipboard as plain text, for a forum post or a support email - versions, what needs looking at and the size of things, without host names, paths, addresses or keys. The report is on the page too, to read before posting. - The page opens quickly on a big install, and still opens when the database is behind the code - which is when it is wanted most. +- **Ticket Statuses** (rebuilt) + - Admin > Ticket Statuses shows each status as its badge, with what it is for, how many tickets are in it (a link to them), whether the SLA's resolution clock runs or pauses in it, and what a client's reply does to a ticket in it. Tabs for the ones in use and the ones switched off; search by name or description. + - Drag them into the order the status pickers and the ticket board show them in, or use Move up and Move down. The Order number is gone. + - New Status and Edit are one window with a preview of the badge, colour swatches (or any colour), and a description that shows when the status is hovered - in the pickers, on the board, and on tickets everywhere. + - When the client replies: each of your own statuses can send the ticket back to Open, as every reply always has, or leave it where it is - for a status like Scheduled, where a "thanks, see you then" shouldn't put the ticket back in the queue. By email and in the portal; whoever it is assigned to is told either way. + - Switch off a status to take it out of the pickers and off the board, keeping it - its tickets can be moved to another status first, or left where they are. Switch it on again from the Switched off tab. + - Delete one of your own and its tickets are moved to the status you pick first - each says so in its history, and its SLA clock follows. Canned responses that set it leave the status as it is instead. + - ITFlow's five statuses (New, Open, On Hold, Resolved, Closed) are marked Built in. They keep their names, stay switched on, and their SLA clock and reply behaviour are fixed - the window shows what each does and when ITFlow sets it. Their colour and description can change. + - Status badges have dark or white text, whichever reads on their colour - a yellow status is readable now. ### Bug Fixes @@ -1304,6 +1315,10 @@ If you are coming from 26.08 or earlier, the database update still has to be run - Admin > Debug counted every row of every table and every file in uploads on each visit, which could take minutes on a big install. Rows are estimated unless you ask for an exact count, and counting files stops after a few seconds. - Admin > Debug checked the certificate of whatever host the browser asked for rather than ITFlow's own, said HTTPS was off behind a proxy that handles it, and counted shell_exec being on as a pass. - Admin > Debug flagged every whole-number column as a different type on MySQL 8, which no longer shows their display widths. +- Ticket statuses: deleting one left the tickets in it pointing at a status that no longer existed. +- Ticket statuses: a hand-made request could rename one of the five built-in statuses or switch it off, and saving a built-in one said "Custom Ticket Status edited". +- Ticket statuses: badges always had white text, unreadable on a light colour. +- Tickets: the status filter dropped a switched-off status as soon as the filter was changed. ### Developer Updates @@ -1898,6 +1913,7 @@ If you are coming from 26.08 or earlier, the database update still has to be run - Ticket emails: `emailHtml()` takes a `history` block (a heading and items of who, organisation, action, when and plain text, or a `gap` count) drawn after the button. `emailPlainText($html, $limit)` (`functions/email.php`) is HTML as plain text, keeping line breaks, dropping pictures and the reply line, and cut at a word. `ticketEmailHistory($row, $opts)` (`functions/ticket.php`) builds the history: public and client replies newest first, never internal, archived or the portal's "Ticket ... by X." lines, then the request. `skip` leaves out the reply the email shows and anything newer, `request` and `replies` choose the parts, and `limit` (4) caps the replies. `ticketEmailExcerpt()` takes off the parser's "Email from" line. `ticketEmailContent()` and `ticketAgentEmailContent()` add it per kind and set the preview line through `ticketEmailPreview()`. `ticketMailColleaguesNew()` shows the details unless `ticket_source` is Email. `cron/ticket_email_parser.php` also cuts a reply at a plain-text reply line, quoted or not. - Custom links: new `functions/custom_link.php` holds the link helpers. `customLinkLocations()` lists the menus (1 agent menu, 2 top bar, 3 client portal, 4 admin menu, 5 reports menu). `customLinkUriProblem()` and `customLinkHref()` check addresses: escapeUrl()'s schemes plus mailto and tel, relative paths allowed, anything else drawn as `#`. `customLinksFor($location)` is a menu's current links, read once a page, with `href` and `icon` added; `customLinkNavItemHtml()` draws a side menu line. Also `customLinkFromInput()`, `customLinkProblem()`, `customLinkCreate()`, `customLinkUpdate()` (returns the from-to changes for the audit log), `customLinkCopy()`, `customLinkReorder()`, `customLinkMenuIds()` and `customLinkIconChoices()`. `admin/includes/side_nav.php`, `agent/includes/side_nav.php`, `agent/reports/includes/reports_side_nav.php`, `includes/top_nav.php` and `portalNav()` read `customLinksFor()`; the portal's nav items take a `title`. `admin/post/custom_link.php` adds `copy_custom_link`, `archive_custom_link`, `restore_custom_link`, `move_custom_link` and `reorder_custom_links` (POST, JSON, like `reorder_categories`). The add and edit windows share `admin/modals/custom_link/custom_link_form.php` with `js/custom_link_form.js`. `custom_link_description` is now used; `custom_link_order` is set by position. No database change. - Debug: new `functions/system_health.php`. `healthChecks()` returns the sections in order (`key`, `title`, `icon`, `items`), each item from `healthItem($label, $level, $value, $fix, $url, $action, $private)` - level `ok`, `info`, `warning` or `danger`, `fix` as HTML, `private` leaving the value out of the report. `healthSummary($sections)` counts them by level and lists the warnings and problems, problems first. `healthDatabaseTables($exact)` reads sizes and InnoDB's row estimates from `information_schema.TABLES` in one query, or counts each table with `$exact` (`debug.php?exact=1`); `healthStructureDifferences()` compares `information_schema.COLUMNS` with `db.sql`, ignoring integer display widths (`healthColumnType()`); `healthUploads($seconds)` counts uploads by top-level folder and stops at the time given, marked `partial`. `healthReport()` is the plain-text report. Every read goes through `healthQuery()` / `healthRow()`, which answer null instead of throwing, so a column the database doesn't have yet costs a line, not the page. The certificate is read from `$config_base_url`'s host (`healthBaseHost()`, `healthCertificate()`), never `HTTP_HOST`; HTTPS counts `X-Forwarded-Proto`; the required extensions come from `setupRequiredExtensions()` in `setup/setup_checks.php` so setup and Debug agree; mail uses `mailQueueHealth()` and `mailQueueSummary()`; updates use `shellCommandsAvailable()` and `commandPath('git')`. `admin/debug.php` no longer closes the database before the footer, uses `reportStats()` for the figures along the top, and the copy button is the shared `.clipboardjs` one, targeting the report's textarea. New CSS: `.itflow-debug-section-icon`, `.itflow-debug-item`, `.itflow-debug-fix`, `.itflow-debug-attention`, `.itflow-debug-bar`, `.itflow-debug-stats`. No database change. +- Ticket statuses: database 3.4.0 adds `ticket_statuses.ticket_status_description` varchar(255) and `ticket_status_client_reply` tinyint(1) (1, the default, sends the ticket back to Open when the client replies; 0 leaves it), gives the five built-in statuses their descriptions where they have none, and numbers `ticket_status_order` 1, 2, 3... in the order they already showed in. New `functions/ticket_status.php`: `ticketStatusBuiltIns()` (ids 1-5 with icon, meaning and what sets them), `ticketStatusIsBuiltIn()`, `ticketStatusRow()`, `ticketStatusesAll()` (once a page, in order), `ticketStatusAbout()`, `ticketStatusColor()`, `ticketStatusBadgeHtml()` (text colour from `tagTextColor()`, the description as its title), `ticketStatusOptions($keep)`, `ticketStatusTicketCounts()`, `ticketStatusMoveTargets()`, `ticketStatusFromInput()` (a built-in keeps its name, stays on and takes `getTicketStatusSlaLock()` and client reply 1 whatever is posted), `ticketStatusProblem()` (a name, not taken), `ticketStatusCreate()`, `ticketStatusUpdate()` (returns the from-to changes, syncs its tickets' SLA clocks when pausing changes), `ticketStatusMoveTickets()`, `ticketStatusSetActive()`, `ticketStatusDelete()`, `ticketStatusReorder()` and `ticketStatusAfterClientReply($status_id)`, which `cron/ticket_email_parser.php` and `client/post.php` now use instead of setting status 2. `ticketStatusColumnsReady()` keeps all of it working before 3.4.0 has run. `ticketStatusHtml()` draws through `ticketStatusBadgeHtml()`, and the dashboard, client overview, ticket page, Ticket Aging and Client Review reports use it instead of their own badges. `admin/post/ticket_status.php` adds `move_ticket_status`, `reorder_ticket_statuses` (POST, JSON), `switch_on_ticket_status`, `switch_off_ticket_status` (POST, `move_to`) and `delete_ticket_status` as POST with `move_to` - the GET delete is gone. The add and edit windows share `admin/modals/ticket_status/ticket_status_form.php` with `js/ticket_status_form.js`; `ticket_status_remove.php` is the switch-off and delete window. Quick picker options take a `title` (`js/quick_pick.js`), which the status picker sets to the description. New CSS: `.itflow-ticket-status`. ### Library Updates diff --git a/admin/database_updates/3.4.0.php b/admin/database_updates/3.4.0.php new file mode 100644 index 000000000..fe1d28978 --- /dev/null +++ b/admin/database_updates/3.4.0.php @@ -0,0 +1,48 @@ + 0; + }; + + // What a ticket status is for - shown when it is hovered, in the pickers and on the board + if (!$itflow_column('ticket_statuses', 'ticket_status_description')) { + mysqli_query($mysqli, "ALTER TABLE `ticket_statuses` ADD `ticket_status_description` varchar(255) DEFAULT NULL AFTER `ticket_status_color`"); + } + + // What a client's reply does to a ticket in the status - 1 moves it back to Open (as every reply always has), 0 leaves it there + if (!$itflow_column('ticket_statuses', 'ticket_status_client_reply')) { + mysqli_query($mysqli, "ALTER TABLE `ticket_statuses` ADD `ticket_status_client_reply` tinyint(1) NOT NULL DEFAULT 1 AFTER `ticket_status_pauses_sla`"); + } + + // The five built-in statuses say what they are for - only where nothing is written yet + $itflow_descriptions = [ + 1 => 'Just come in - nobody has picked it up yet.', + 2 => 'Being worked on.', + 3 => 'Waiting on someone else - the client, a vendor or a part.', + 4 => 'Fixed, and waiting to be closed - a reply from the client reopens it.', + 5 => 'Finished - it can\'t be replied to.', + ]; + foreach ($itflow_descriptions as $itflow_status_id => $itflow_description) { + mysqli_query($mysqli, "UPDATE ticket_statuses SET ticket_status_description = '" . mysqli_real_escape_string($mysqli, $itflow_description) . "' + WHERE ticket_status_id = $itflow_status_id AND (ticket_status_description IS NULL OR ticket_status_description = '')"); + } + + // Number the statuses 1, 2, 3... in the order they already show in (most are all 0, and ties go by id), + // so they can be dragged into another + $itflow_position = 0; + $itflow_statuses = mysqli_query($mysqli, "SELECT ticket_status_id FROM ticket_statuses ORDER BY ticket_status_order ASC, ticket_status_id ASC"); + while ($itflow_status = mysqli_fetch_row($itflow_statuses)) { + $itflow_position++; + mysqli_query($mysqli, "UPDATE ticket_statuses SET ticket_status_order = $itflow_position WHERE ticket_status_id = " . intval($itflow_status[0])); + } + + unset($itflow_column, $itflow_descriptions, $itflow_status_id, $itflow_description, $itflow_position, $itflow_statuses, $itflow_status); diff --git a/admin/modals/ticket_status/ticket_status_add.php b/admin/modals/ticket_status/ticket_status_add.php index 9f22cdbb8..d0cf40616 100644 --- a/admin/modals/ticket_status/ticket_status_add.php +++ b/admin/modals/ticket_status/ticket_status_add.php @@ -1,5 +1,15 @@ @@ -11,34 +21,7 @@ ob_start();
-
- -
- - -
-
- -
- -
- - -
-
- - -
- -
- - -
- Tickets sitting in a paused status never warn or breach on resolution. Time already spent is kept and the deadline moves out when the ticket comes back. -
+
diff --git a/admin/modals/ticket_status/ticket_status_edit.php b/admin/modals/ticket_status/ticket_status_edit.php index 3170b72bb..3763591b6 100644 --- a/admin/modals/ticket_status/ticket_status_edit.php +++ b/admin/modals/ticket_status/ticket_status_edit.php @@ -1,26 +1,23 @@ + +if (!$ticket_status) { ?> +
That status is gone - it may have been deleted.
+
-
Editing Ticket Status:
+
Ticket Status:
@@ -28,70 +25,16 @@ ob_start();
- -
- -
- - > -
-
- -
- -
- - -
-
- -
- -
- - -
-
- -
- -
- - -
-
- -
- -
- - - - - - -
- - Tickets sitting in a paused status never warn or breach on resolution. Time already spent is kept and the deadline moves out when the ticket comes back. - - Fixed for built-in statuses. Tickets here never warn or breach on resolution - time already spent is kept and the deadline moves out when the ticket comes back. - - Fixed for built-in statuses. Tickets here are being worked, so their resolution clock runs. - -
- + +
Switched off - it can't be picked, and isn't on the board. Switch it on from the list.
+ +
- +
- + +
+ +
+ Looks like + +
+ +
+ +
+ + data-ticket-status-name> +
+ + ITFlow's own statuses keep their names. + +
+ +
+ +
+ + +
+ Shown when the status is hovered - in the pickers, on the board and on tickets. +
+ +
+ + +
+
+ + + +
+
+ + + +
+
+
+ +
+ +
+ + + + + + +
+ + Fixed for ITFlow's own statuses. + A ticket in a paused status never warns or breaches on resolution - the time already spent is kept, and the deadline moves out when it comes back. The response clock always runs. + +
+ +
+ +
+ + + + + + +
+ + + Fixed for ITFlow's own statuses. + + By email or in the portal. Back to Open suits a status that waits on the client; leave it for one like Scheduled, where a "thanks, see you then" shouldn't put it back in the queue. Whoever it is assigned to is told either way. + + +
+
+ + diff --git a/admin/modals/ticket_status/ticket_status_remove.php b/admin/modals/ticket_status/ticket_status_remove.php new file mode 100644 index 000000000..c332d9550 --- /dev/null +++ b/admin/modals/ticket_status/ticket_status_remove.php @@ -0,0 +1,92 @@ + +
+ 0, 'open' => 0, 'shown' => 0]; + $canned = ticketStatusCannedCount($ticket_status_id); + $targets = ticketStatusMoveTargets($ticket_status_id); + $tickets = $counts['all']; + $plural = function ($n, $one, $many) { + return number_format($n) . ' ' . ($n === 1 ? $one : $many); + }; ?> + +
+
+ +
+
+ + + +
+

+ + + goes for good. Tickets' history keeps its name. + + stays here, switched off - it can't be picked, and comes off the board. You can switch it on again. + +

+ + +
+ in it. + See them +
+
+ +
+ + +
+ Each says so in its history, and its SLA clock follows the status it goes to. +
+ +

No tickets are in it.

+ + + +

+ this status. + +

+ +
+
+ + + + + + +
+
+ + Ticket Statuses: add and change a status, put them in + * order (dragged, or up and down), switch one off or on, and delete one of + * your own - moving its tickets first. The five ITFlow has keep their names, + * stay on, and have fixed SLA and client-reply behaviour, whatever a request + * says. The work is in functions/ticket_status.php. + */ + defined('FROM_POST_HANDLER') || die("Direct file access is not allowed"); -if (isset($_POST['add_ticket_status'])) { +if (isset($_POST['add_ticket_status']) || isset($_POST['edit_ticket_status'])) { validateCSRFToken(); - $name = escapeSql($_POST['name']); - $color = escapeSql($_POST['color']); + $row = isset($_POST['edit_ticket_status']) ? ticketStatusRow($_POST['ticket_status_id'] ?? 0) : null; + if (isset($_POST['edit_ticket_status']) && !$row) { + flashAlert("That status is gone - it may have been deleted.", 'error'); + redirect(); + } - $pauses_sla = intval($_POST['pauses_sla'] ?? 0); + $fields = ticketStatusFromInput($_POST, $row); + $problem = ticketStatusProblem($fields, $row ? $row['ticket_status_id'] : 0); + if ($problem !== '') { + flashAlert(escapeHtml($problem) . ' The status was not saved.', 'error'); + redirect(); + } - mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = '$name', ticket_status_color = '$color', ticket_status_pauses_sla = $pauses_sla"); - - $ticket_status_id = mysqli_insert_id($mysqli); - - logAudit("Ticket Status", "Create", "$session_name created custom ticket status $name", 0, $ticket_status_id); - - flashAlert("Custom Ticket Status $name created"); + if ($row) { + $ticket_status_id = intval($row['ticket_status_id']); + $changes = ticketStatusUpdate($row, $fields); + if ($changes) { + logAudit("Ticket Status", "Edit", "$session_name changed ticket status " . escapeSql($row['ticket_status_name']) . ": " . escapeSql(implode('; ', $changes)), 0, $ticket_status_id); + } + flashAlert("Status " . escapeHtml($fields['name']) . " saved"); + } else { + $ticket_status_id = ticketStatusCreate($fields); + logAudit("Ticket Status", "Create", "$session_name added ticket status " . escapeSql($fields['name']) . ($fields['pauses_sla'] ? ' (pauses the resolution clock)' : ''), 0, $ticket_status_id); + flashAlert("Status " . escapeHtml($fields['name']) . " added - at the end of the order"); + } redirect(); } -if (isset($_POST['edit_ticket_status'])) { +if (isset($_GET['move_ticket_status'])) { validateCSRFToken(); - $ticket_status_id = intval($_POST['ticket_status_id']); - $name = escapeSql($_POST['name']); - $color = escapeSql($_POST['color']); - $order = intval($_POST['order']); - $status = intval($_POST['status']); - - // Built-in statuses have fixed SLA behaviour. The modal renders it read-only, and a - // read-only field submits nothing - so the value is decided here rather than taken - // from the POST, which also means a hand-made request cannot change it. - $pauses_sla = getTicketStatusSlaLock($ticket_status_id); - if (is_null($pauses_sla)) { - $pauses_sla = intval($_POST['pauses_sla'] ?? 0); + // One place up or down among the ones in use + $row = ticketStatusRow($_GET['move_ticket_status']); + if ($row && intval($row['ticket_status_active']) === 1) { + $ids = array_keys(array_filter(ticketStatusesAll(true), function ($status) { + return intval($status['ticket_status_active']) === 1; + })); + $at = array_search(intval($row['ticket_status_id']), $ids, true); + $to = ($_GET['direction'] ?? '') === 'up' ? $at - 1 : $at + 1; + if ($at !== false && isset($ids[$to])) { + [$ids[$at], $ids[$to]] = [$ids[$to], $ids[$at]]; + ticketStatusReorder($ids); + logAudit("Ticket Status", "Edit", "$session_name moved ticket status " . escapeSql($row['ticket_status_name']) . " " . (($_GET['direction'] ?? '') === 'up' ? 'up' : 'down'), 0, intval($row['ticket_status_id'])); + } } - mysqli_query($mysqli, "UPDATE ticket_statuses SET ticket_status_name = '$name', ticket_status_color = '$color', ticket_status_order = $order, ticket_status_active = $status, ticket_status_pauses_sla = $pauses_sla WHERE ticket_status_id = $ticket_status_id"); - - // Tickets already sitting in this status need their clock reconciled - $sql_status_tickets = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_status = $ticket_status_id AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL"); - while ($status_ticket_row = mysqli_fetch_assoc($sql_status_tickets)) { - syncTicketSlaClock($status_ticket_row['ticket_id']); - } - - logAudit("Ticket Status", "Edit", "$session_name edited custom ticket status $name", 0, $ticket_status_id); - - flashAlert("Custom Ticket Status $name edited"); - redirect(); } -if (isset($_GET['delete_ticket_status'])) { +if (isset($_POST['reorder_ticket_statuses'])) { + + // Dragged into order on Admin > Ticket Statuses - answers with JSON, as the page saves it in the background + header('Content-Type: application/json'); + if (!hash_equals((string) ($_SESSION['csrf_token'] ?? ''), (string) ($_POST['csrf_token'] ?? ''))) { + echo json_encode(['ok' => false, 'error' => 'The page is out of date - reload it']); + exit; + } + + // The ones dragged, a page of the ones in use, in their place among the others in use - offset is how many come before them + $current = array_keys(array_filter(ticketStatusesAll(true), function ($status) { + return intval($status['ticket_status_active']) === 1; + })); + $ids = array_values(array_intersect(array_unique(array_map('intval', (array) ($_POST['ticket_status_ids'] ?? []))), $current)); + $new_order = array_values(array_diff($current, $ids)); + array_splice($new_order, min(max(0, intval($_POST['offset'] ?? 0)), count($new_order)), 0, $ids); + if (ticketStatusReorder($new_order)) { + logAudit("Ticket Status", "Edit", "$session_name reordered the ticket statuses"); + } + + echo json_encode(['ok' => true]); + exit; + +} + +if (isset($_GET['switch_on_ticket_status'])) { validateCSRFToken(); - $ticket_status_id = intval($_GET['delete_ticket_status']); - - if ($ticket_status_id <= 5) { - exit("Can't delete built-in statuses"); + $row = ticketStatusRow($_GET['switch_on_ticket_status']); + if ($row && intval($row['ticket_status_active']) !== 1) { + ticketStatusSetActive($row, true); + logAudit("Ticket Status", "Edit", "$session_name switched on ticket status " . escapeSql($row['ticket_status_name']), 0, intval($row['ticket_status_id'])); + flashAlert("Status " . escapeHtml($row['ticket_status_name']) . " switched on - it can be picked again"); } - $ticket_status_name = escapeSql(getFieldById('ticket_statuses', $ticket_status_id, 'ticket_status_name')); - - mysqli_query($mysqli, "DELETE FROM ticket_statuses WHERE ticket_status_id = $ticket_status_id"); - - logAudit("Ticket Status", "Delete", "$session_name deleted custom ticket status $ticket_status_name"); - - flashAlert("Custom Ticket Status $ticket_status_name Deleted", 'error'); - + redirect(); + +} + +if (isset($_POST['switch_off_ticket_status'])) { + + validateCSRFToken(); + + $row = ticketStatusRow($_POST['ticket_status_id'] ?? 0); + if (!$row) { + flashAlert("That status is gone - it may have been deleted.", 'error'); + redirect(); + } + $name = $row['ticket_status_name']; + $move_to = intval($_POST['move_to'] ?? 0); + if ($move_to && !isset(ticketStatusMoveTargets($row['ticket_status_id'])[$move_to])) { + flashAlert("Its tickets can't be moved there. Nothing was changed.", 'error'); + redirect(); + } + + [$ok, $moved] = ticketStatusSetActive($row, false, $move_to); + if (!$ok) { + flashAlert("ITFlow's own statuses can't be switched off.", 'error'); + redirect(); + } + + $to_name = $moved ? ticketStatusesAll()[$move_to]['ticket_status_name'] : ''; + logAudit("Ticket Status", "Edit", "$session_name switched off ticket status " . escapeSql($name) . ($moved ? ", moving $moved tickets to " . escapeSql($to_name) : ''), 0, intval($row['ticket_status_id'])); + flashAlert("Status " . escapeHtml($name) . " switched off" . ($moved ? " - $moved " . ($moved === 1 ? 'ticket' : 'tickets') . " moved to " . escapeHtml($to_name) . "" : '')); + + redirect(); + +} + +if (isset($_POST['delete_ticket_status'])) { + + validateCSRFToken(); + + $row = ticketStatusRow($_POST['ticket_status_id'] ?? 0); + if (!$row) { + flashAlert("That status is gone - it may have been deleted.", 'error'); + redirect(); + } + if (ticketStatusIsBuiltIn($row['ticket_status_id'])) { + flashAlert("ITFlow's own statuses can't be deleted.", 'error'); + redirect(); + } + + $name = $row['ticket_status_name']; + $move_to = intval($_POST['move_to'] ?? 0); + [$ok, $moved, $canned] = ticketStatusDelete($row, $move_to); + if (!$ok) { + flashAlert("Pick where its tickets go. Nothing was deleted.", 'error'); + redirect(); + } + + $to_name = $moved ? (ticketStatusesAll()[$move_to]['ticket_status_name'] ?? '') : ''; + logAudit("Ticket Status", "Delete", "$session_name deleted ticket status " . escapeSql($name) . ($moved ? ", moving $moved tickets to " . escapeSql($to_name) : '') . ($canned ? "; $canned canned responses no longer set a status" : ''), 0, intval($row['ticket_status_id'])); + flashAlert("Status " . escapeHtml($name) . " deleted" . ($moved ? " - $moved " . ($moved === 1 ? 'ticket' : 'tickets') . " moved to " . escapeHtml($to_name) . "" : ''), 'error'); + redirect(); } diff --git a/admin/ticket_statuses.php b/admin/ticket_statuses.php index 6f34ac7f9..dd9da0fdc 100644 --- a/admin/ticket_statuses.php +++ b/admin/ticket_statuses.php @@ -1,118 +1,205 @@ Ticket Statuses - the steps a ticket goes through. The five ITFlow + * has (New, Open, On Hold, Resolved, Closed) and your own - Waiting on + * Vendor, Scheduled, Parts Ordered. Each row shows the status as it looks, + * what it is for, how many tickets are in it, whether the SLA's resolution + * clock runs in it and what a client's reply does to a ticket in it. In use + * are in the order the pickers and the board show them, and can be dragged + * into another; switched off ones are kept, but can't be picked. The work is + * in functions/ticket_status.php; the handlers are admin/post/ticket_status.php. + */ + +// Default Column Sortby Filter - the order the pickers and the board show them in $sort = "ticket_status_order"; $order = "ASC"; require_once "includes/inc_all_admin.php"; -$sql = mysqli_query( - $mysqli, - "SELECT SQL_CALC_FOUND_ROWS ticket_status_active, ticket_status_color, ticket_status_id, ticket_status_name, - ticket_status_pauses_sla FROM ticket_statuses - WHERE ticket_status_name LIKE '%$q%' - ORDER BY $sort $order LIMIT $record_from, $record_to" -); +$builtins = ticketStatusBuiltIns(); + +$views = [ + '' => ['label' => 'In use', 'icon' => 'fa-check-circle', 'where' => 'ticket_status_active = 1', 'title' => 'In the pickers and on the board'], + 'off' => ['label' => 'Switched off', 'icon' => 'fa-power-off', 'where' => 'ticket_status_active = 0', 'title' => 'Kept, but can\'t be picked'], +]; +$show = (string) ($_GET['show'] ?? ''); +$show = isset($views[$show]) ? $show : ''; + +// Only these sort - an unknown column would take the page down +$sortable_columns = [ + 'ticket_status_order' => "ticket_status_order $order, ticket_status_id ASC", + 'ticket_status_name' => "ticket_status_name $order", + 'tickets' => "n_tickets $order, ticket_status_order ASC", + 'ticket_status_pauses_sla' => "ticket_status_pauses_sla $order, ticket_status_order ASC", +]; +if (!isset($sortable_columns[$sort])) { + $sort = 'ticket_status_order'; +} + +$filters = "(ticket_status_name LIKE '%$q%'" . (ticketStatusColumnsReady() ? " OR ticket_status_description LIKE '%$q%'" : '') . ")"; + +$sql = mysqli_query($mysqli, "SELECT SQL_CALC_FOUND_ROWS " . ticketStatusColumnsSql() . ", + (SELECT COUNT(*) FROM tickets WHERE ticket_status = ticket_status_id AND ticket_archived_at IS NULL) AS n_tickets + FROM ticket_statuses + WHERE $filters AND {$views[$show]['where']} + ORDER BY {$sortable_columns[$sort]} + LIMIT $record_from, $record_to"); $num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()")); +$counts = mysqli_fetch_row(mysqli_query($mysqli, "SELECT " . implode(', ', array_map(function ($view) { + return "COALESCE(SUM({$view['where']}), 0)"; +}, $views)) . " FROM ticket_statuses WHERE $filters")); +$view_counts = array_combine(array_keys($views), $counts); + +// Dragging into order: the ones in use, in their order, with nothing searched +$can_reorder = $show === '' && $sort === 'ticket_status_order' && $order === 'ASC' && $q === '' && $num_rows[0] > 1; + +$sort_link = function ($column, $label) use ($url_query_strings_sort, $sort, $disp, $order_icon) { + return '' + . $label . ($sort === $column ? " $order_icon" : '') . ''; +}; +$pill_url = function ($view) { + return '?' . http_build_query(array_filter(['q' => $_GET['q'] ?? '', 'show' => $view])); +}; + +$csrf = $_SESSION['csrf_token']; + ?>
-

Tickets Statuses

+

Ticket Statuses

- +
-
+
-
+
- - + +
+
- -
- - "> +
+
+ "> - - - - - + + + + + + - + > Active"; - } else { - $ticket_status_display = "
Inactive
"; - } - + $name = escapeHtml($row['ticket_status_name']); + $builtin = $builtins[$ticket_status_id] ?? null; + $about = ticketStatusAbout($row); + $active = intval($row['ticket_status_active']) === 1; + $paused = intval($row['ticket_status_pauses_sla']) === 1; + $reply = TICKET_STATUS_CLIENT_REPLY[intval($row['ticket_status_client_reply']) === 0 ? 0 : 1]; + $tickets = intval($row['n_tickets']); + $edit_url = "modals/ticket_status/ticket_status_edit.php?id=$ticket_status_id"; + $tickets_url = "/agent/tickets.php?status[]=$ticket_status_id"; + $fixed = $builtin ? ' ' : ''; + $clock_html = $ticket_status_id === TICKET_STATUS_CLOSED + ? 'Stopped' + : ($paused ? 'Paused' : 'Runs'); + $reply_html = $ticket_status_id === TICKET_STATUS_CLOSED + ? 'Can\'t reply' + : '' . ([TICKET_STATUS_NEW => 'Opens it', TICKET_STATUS_OPEN => 'Stays Open', TICKET_STATUS_RESOLVED => 'Reopens it'][$ticket_status_id] ?? $reply['short']) . ''; ?> - - + + + + - - - + + - - - +
- - Name - - - - Color - - - - Status - - SLAActionWhen the client replies
- 5 ) { ?> - class="ajax-modal" data-modal-url="modals/ticket_status/ticket_status_edit.php?id=" - - > - - +
+
+ +
+
+ + + Built in + +
+ +
+ + +
+ + +
+
+
- - - - Paused + + + - Running - - - (fixed) + 0 -
- +
+
+
- - Edit + + Edit - + + + See its tickets + + + + 0) { ?> + + Move up + + + + + Move down + + + +
- + + + Switch off + + + + Switch on + + + Delete @@ -120,24 +207,66 @@ $num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()"));
+ +
Drag them into the order the status pickers and the ticket board show them in.
+ +
Clear the search to drag them into order.
+ 'ticket statuses', 'icon' => 'fa-info-circle', - 'actions' => [['label' => 'New Ticket Status', 'modal' => 'modals/ticket_status/ticket_status_add.php']], + 'filtered' => $q !== '', + 'views' => ['show'], + 'view' => $show === 'off' ? [ + 'title' => 'None switched off', + 'icon' => 'fa-power-off', + 'text' => 'A status you switch off is kept here - it can\'t be picked, and comes off the board.', + ] : [], + 'text' => 'The steps a ticket goes through - add your own, like Waiting on Vendor or Scheduled.', + 'actions' => [['label' => 'New Status', 'modal' => 'modals/ticket_status/ticket_status_add.php']], ]; + require_once "../includes/filter_footer.php"; ?> -
+ + + + + $priority, 'label' => $priority, 'color' => $colors[$priority]]; } } elseif ($field === 'status') { + $all_statuses = ticketStatusesAll(); foreach (ticketPickableStatuses() as $status_id => $status) { - $options[] = ['value' => (string) $status_id, 'label' => $status['ticket_status_name'], 'color' => preg_match('/^(#[0-9a-f]{3,8}|[a-z]{3,24})$/i', (string) $status['ticket_status_color']) ? $status['ticket_status_color'] : '']; + $options[] = ['value' => (string) $status_id, 'label' => $status['ticket_status_name'], 'color' => ticketStatusColor($status['ticket_status_color']), + 'title' => isset($all_statuses[$status_id]) ? ticketStatusAbout($all_statuses[$status_id]) : '']; } } elseif ($field === 'billable') { $options[] = ['value' => '1', 'label' => 'Billable', 'icon' => 'fas fa-dollar-sign', 'description' => 'Shows under Unbilled Time once done, until invoiced']; diff --git a/agent/client_overview.php b/agent/client_overview.php index ed778b109..f2a2b2c04 100644 --- a/agent/client_overview.php +++ b/agent/client_overview.php @@ -132,7 +132,6 @@ $money_format = function ($amount) use ($currency_format, $client_currency_code,
@@ -145,7 +144,7 @@ $money_format = function ($amount) use ($currency_format, $client_currency_code, SLA - + diff --git a/agent/dashboard.php b/agent/dashboard.php index fe20d9f7a..1f66d61ad 100644 --- a/agent/dashboard.php +++ b/agent/dashboard.php @@ -146,7 +146,6 @@ $tone_text = ['danger' => 'text-danger-emphasis', 'warning' => 'text-warning-emp 'client_id' => intval($ticket['ticket_client_id']) ?: null, 'ticket_id' => intval($ticket['ticket_id']), ])); - $status_color = preg_match('/^#[0-9a-f]{3,8}$/i', (string) $ticket['ticket_status_color']) ? $ticket['ticket_status_color'] : '#6c757d'; $last_activity = $ticket['ticket_updated_at'] ?: $ticket['ticket_created_at']; ?> @@ -160,7 +159,7 @@ $tone_text = ['danger' => 'text-danger-emphasis', 'warning' => 'text-warning-emp SLA - + diff --git a/agent/reports/client_review.php b/agent/reports/client_review.php index 0875f599f..abc80f84e 100644 --- a/agent/reports/client_review.php +++ b/agent/reports/client_review.php @@ -449,8 +449,7 @@ $header = [ return reportPriorityDot($row['ticket_priority']) . reportTicketLink($row); }], 'ticket_status_name' => ['label' => 'Status', 'html' => function ($row) { - $color = preg_match('/^#[0-9a-f]{3,8}$/i', (string) $row['ticket_status_color']) ? $row['ticket_status_color'] : '#6c757d'; - return '' . escapeHtml($row['ticket_status_name']) . ''; + return ticketStatusHtml($row['ticket_status_name'], $row['ticket_status_color'], 'detail'); }], 'ticket_created_at' => ['label' => 'Raised', 'type' => 'date'], 'took' => ['label' => 'Resolved in', 'type' => 'duration', 'html' => function ($row) { diff --git a/agent/reports/ticket_aging.php b/agent/reports/ticket_aging.php index ab423950e..4d20d818e 100644 --- a/agent/reports/ticket_aging.php +++ b/agent/reports/ticket_aging.php @@ -108,8 +108,7 @@ $ticket_columns = [ return formatAssignee($row['ticket_assigned_to'], $row['user_name'] ?? '', $row['user_avatar'] ?? '', true); }], 'ticket_status_name' => ['label' => 'Status', 'html' => function ($row) { - $color = preg_match('/^#[0-9a-f]{3,8}$/i', (string) $row['ticket_status_color']) ? $row['ticket_status_color'] : '#6c757d'; - return '' . escapeHtml($row['ticket_status_name']) . ''; + return ticketStatusHtml($row['ticket_status_name'], $row['ticket_status_color'], 'detail'); }], 'move' => ['label' => 'Whose move', 'csv' => function ($row) use ($move_labels) { return $move_labels[$row['move']][0] ?? ''; }, 'html' => function ($row) use ($move_labels) { if (!isset($move_labels[$row['move']])) { diff --git a/agent/ticket.php b/agent/ticket.php index 3aa2fe786..c9de91834 100644 --- a/agent/ticket.php +++ b/agent/ticket.php @@ -1057,7 +1057,7 @@ if (isset($_GET['ticket_id'])) { - + diff --git a/agent/ticket_kanban.php b/agent/ticket_kanban.php index 614bb78dd..2004b90ad 100644 --- a/agent/ticket_kanban.php +++ b/agent/ticket_kanban.php @@ -14,10 +14,10 @@ isset($mysqli) || die("Direct file access is not allowed"); $columns = []; -$sql_columns = mysqli_query($mysqli, "SELECT ticket_status_id, ticket_status_name, ticket_status_color, ticket_status_pauses_sla FROM ticket_statuses - WHERE ticket_status_active = 1 AND ticket_status_id <> " . TICKET_STATUS_CLOSED . " ORDER BY ticket_status_order, ticket_status_id"); -while ($row = mysqli_fetch_assoc($sql_columns)) { - $columns[intval($row['ticket_status_id'])] = $row + ['tickets' => []]; +foreach (ticketStatusesAll() as $status_id => $row) { + if (intval($row['ticket_status_active']) === 1 && $status_id !== TICKET_STATUS_CLOSED) { + $columns[$status_id] = $row + ['tickets' => []]; + } } $ordering_sql = intval($config_ticket_ordering) === 1 @@ -63,12 +63,13 @@ $tickets_tags = tagsForRecords('ticket', $board_ids); data-can-edit="" data-moving-columns="" data-ordering=""> $column) { - $color = preg_match('/^#[0-9a-f]{3,8}$/i', (string) $column['ticket_status_color']) ? $column['ticket_status_color'] : 'var(--bs-secondary)'; + $color = ticketStatusColor($column['ticket_status_color']); + $column_about = ticketStatusAbout($column); ?>
> - + > diff --git a/agent/tickets.php b/agent/tickets.php index 281bfb1a6..68ea57ce9 100644 --- a/agent/tickets.php +++ b/agent/tickets.php @@ -424,10 +424,9 @@ $export_extra = [
diff --git a/client/post.php b/client/post.php index d155c0159..f1737ced2 100644 --- a/client/post.php +++ b/client/post.php @@ -183,11 +183,13 @@ if (isset($_POST['add_ticket_comment'])) { $original_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT ticket_status FROM tickets WHERE ticket_id = $ticket_id LIMIT 1")); $original_ticket_status = intval($original_row['ticket_status'] ?? 0); - mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2 WHERE ticket_id = $ticket_id AND ticket_client_id = $session_client_id LIMIT 1"); + // Back to Open - unless it is in a status of your own set to stay put when the client replies (Scheduled, say) + $new_ticket_status = ticketStatusAfterClientReply($original_ticket_status); + mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $new_ticket_status WHERE ticket_id = $ticket_id AND ticket_client_id = $session_client_id LIMIT 1"); syncTicketSlaClock($ticket_id); // Only record the reopen when the ticket was not already open - if ($original_ticket_status !== 2) { + if ($original_ticket_status !== $new_ticket_status) { logTicketHistory($ticket_id, "$session_contact_name replied from the client portal, reopening the ticket"); } diff --git a/cron/ticket_email_parser.php b/cron/ticket_email_parser.php index 8d52fece2..5f4578a09 100644 --- a/cron/ticket_email_parser.php +++ b/cron/ticket_email_parser.php @@ -289,11 +289,13 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac $replied_by = intval($ticket_reply_contact) ? (string) getFieldById('contacts', intval($ticket_reply_contact), 'contact_name') : ''; ticketMailAssigneeReplied($ticket_id, 'email', (string) getFieldById('ticket_replies', $reply_id, 'ticket_reply'), $replied_by !== '' ? $replied_by : stripslashes($from_email)); - mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1"); + // Back to Open - unless it is in a status of your own set to stay put when the client replies (Scheduled, say) + $new_ticket_status = ticketStatusAfterClientReply($ticket_status); + mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $new_ticket_status, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1"); resetTicketResolutionSla($ticket_id); // Only record the reopen when the ticket was not already open - if (intval($ticket_status) !== 2) { + if (intval($ticket_status) !== $new_ticket_status) { logTicketHistory($ticket_id, "$from_email_esc replied by email, reopening the ticket"); } diff --git a/css/itflow_custom.css b/css/itflow_custom.css index d02d08d93..d3df14763 100644 --- a/css/itflow_custom.css +++ b/css/itflow_custom.css @@ -8579,3 +8579,9 @@ a.itflow-portal-request:focus-visible { .itflow-debug-stats .itflow-report-stat-value { font-size: 1.25rem; } + +/* A ticket status's badge (ticketStatusBadgeHtml()) - its colour, with dark or white text, whichever reads on it */ +.itflow-ticket-status { + background-color: var(--itflow-status-bg, var(--bs-secondary)); + color: var(--itflow-status-text, #fff); +} diff --git a/db.sql b/db.sql index 9e59c5541..1c095e1bd 100644 --- a/db.sql +++ b/db.sql @@ -3589,8 +3589,10 @@ CREATE TABLE `ticket_statuses` ( `ticket_status_id` int(11) NOT NULL AUTO_INCREMENT, `ticket_status_name` varchar(200) NOT NULL, `ticket_status_color` varchar(200) NOT NULL, + `ticket_status_description` varchar(255) DEFAULT NULL, `ticket_status_active` tinyint(1) NOT NULL DEFAULT 1, `ticket_status_pauses_sla` tinyint(1) NOT NULL DEFAULT 0, + `ticket_status_client_reply` tinyint(1) NOT NULL DEFAULT 1, `ticket_status_order` int(11) NOT NULL DEFAULT 0, PRIMARY KEY (`ticket_status_id`) ) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_general_ci; diff --git a/functions.php b/functions.php index 85226de91..a4bb1cc1a 100644 --- a/functions.php +++ b/functions.php @@ -63,6 +63,7 @@ require_once __DIR__ . '/functions/custom_link.php'; require_once __DIR__ . '/functions/system_health.php'; require_once __DIR__ . '/functions/ticket_fields.php'; require_once __DIR__ . '/functions/ticket.php'; +require_once __DIR__ . '/functions/ticket_status.php'; require_once __DIR__ . '/functions/ticket_template.php'; require_once __DIR__ . '/functions/ticket_template_transfer.php'; require_once __DIR__ . '/functions/canned_response.php'; diff --git a/functions/ticket_fields.php b/functions/ticket_fields.php index bba7d93e8..3e07e63d1 100644 --- a/functions/ticket_fields.php +++ b/functions/ticket_fields.php @@ -238,9 +238,16 @@ function ticketBillableHtml($billable, $style = 'list') { : ''; } +/* A status as its badge - text that reads on its colour, and what it is for on hover (functions/ticket_status.php). */ function ticketStatusHtml($status_name, $status_color, $style = 'list') { - $color = preg_match('/^(#[0-9a-f]{3,8}|[a-z]{3,24})$/i', (string) $status_color) ? $status_color : 'var(--bs-secondary)'; - return '' . escapeHtml($status_name) . ''; + $about = ''; + foreach (ticketStatusesAll() as $status) { + if ($status['ticket_status_name'] === (string) $status_name) { + $about = ticketStatusAbout($status); + break; + } + } + return ticketStatusBadgeHtml((string) $status_name, $status_color, $style, $about); } /* diff --git a/functions/ticket_status.php b/functions/ticket_status.php new file mode 100644 index 000000000..bda45e334 --- /dev/null +++ b/functions/ticket_status.php @@ -0,0 +1,396 @@ + Ticket Statuses (admin/ticket_statuses.php) and its + * handlers (admin/post/ticket_status.php) are built on these. + * + * The built-in five keep their names, stay switched on, and have fixed SLA + * behaviour (getTicketStatusSlaLock() in functions/app.php) and a fixed + * answer to a client's reply - back to Open. Their colour, description and + * place in the order can change. + */ + +/* + * The five built-in statuses - id => name, icon, what it means (the default + * description), and why it is set as it is. + */ +function ticketStatusBuiltIns() { + return [ + TICKET_STATUS_NEW => ['name' => 'New', 'icon' => 'fa-inbox', 'about' => 'Just come in - nobody has picked it up yet.', 'set_by' => 'Set when a ticket comes in. Assigning it or replying opens it.'], + TICKET_STATUS_OPEN => ['name' => 'Open', 'icon' => 'fa-folder-open', 'about' => 'Being worked on.', 'set_by' => 'Where a ticket goes when it is picked up, and when a client replies.'], + TICKET_STATUS_ON_HOLD => ['name' => 'On Hold', 'icon' => 'fa-pause-circle', 'about' => 'Waiting on someone else - the client, a vendor or a part.', 'set_by' => 'Set by hand. The SLA\'s resolution clock is paused here.'], + TICKET_STATUS_RESOLVED => ['name' => 'Resolved', 'icon' => 'fa-check', 'about' => 'Fixed, and waiting to be closed - a reply from the client reopens it.', 'set_by' => 'Set by Resolve, which tells the client. Closes by itself after the days set in Admin > Settings > Tickets.'], + TICKET_STATUS_CLOSED => ['name' => 'Closed', 'icon' => 'fa-check-circle', 'about' => 'Finished - it can\'t be replied to.', 'set_by' => 'Set by Close, or when a resolved ticket closes by itself.'], + ]; +} + +/** Whether a status is one of the five ITFlow has. */ +function ticketStatusIsBuiltIn($ticket_status_id) { + return isset(ticketStatusBuiltIns()[intval($ticket_status_id)]); +} + +/** What a client's reply does to a ticket in a status - 1 moves it back to Open, 0 leaves it where it is. */ +const TICKET_STATUS_CLIENT_REPLY = [ + 1 => ['label' => 'Move it back to Open', 'short' => 'Back to Open', 'icon' => 'fa-undo-alt'], + 0 => ['label' => 'Leave it in this status', 'short' => 'Stays', 'icon' => 'fa-equals'], +]; + +/** Whether the 3.4.0 update has run - ticket_status_description and ticket_status_client_reply. */ +function ticketStatusColumnsReady() { + static $ready = null; + if ($ready === null) { + $ready = defined('CURRENT_DATABASE_VERSION') ? version_compare(CURRENT_DATABASE_VERSION, '3.4.0', '>=') : true; + } + return $ready; +} + +/** The columns a status row is read with - the 3.4.0 ones only once they are there. */ +function ticketStatusColumnsSql() { + return 'ticket_status_id, ticket_status_name, ticket_status_color, ticket_status_active, ticket_status_pauses_sla, ticket_status_order' + . (ticketStatusColumnsReady() ? ', ticket_status_description, ticket_status_client_reply' : ", '' AS ticket_status_description, 1 AS ticket_status_client_reply"); +} + +/** One status, or null. */ +function ticketStatusRow($ticket_status_id) { + global $mysqli; + $ticket_status_id = intval($ticket_status_id); + if ($ticket_status_id <= 0) { + return null; + } + return mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT " . ticketStatusColumnsSql() . " FROM ticket_statuses WHERE ticket_status_id = $ticket_status_id LIMIT 1")) ?: null; +} + +/* + * Every status, in the pickers' order - id => row. Read once a page; pass + * $fresh after changing one. + */ +function ticketStatusesAll($fresh = false) { + global $mysqli; + static $statuses = null; + if ($statuses === null || $fresh) { + $statuses = []; + $sql = mysqli_query($mysqli, "SELECT " . ticketStatusColumnsSql() . " FROM ticket_statuses ORDER BY ticket_status_order ASC, ticket_status_id ASC"); + while ($row = mysqli_fetch_assoc($sql)) { + $statuses[intval($row['ticket_status_id'])] = $row; + } + } + return $statuses; +} + +/** What a status is for - its description, or a built-in's meaning when it has none. */ +function ticketStatusAbout(array $row) { + $description = trim((string) ($row['ticket_status_description'] ?? '')); + if ($description !== '') { + return $description; + } + return ticketStatusBuiltIns()[intval($row['ticket_status_id'] ?? 0)]['about'] ?? ''; +} + +/** A status's colour as #rrggbb - grey when it hasn't a usable one. */ +function ticketStatusColor($color) { + $color = categoryColor($color); + return $color !== '' ? $color : '#6c757d'; +} + +/* + * A status as its badge - in its colour, with text that reads on it, and + * what it is for on hover. $style 'list' is the padded pill of the lists, + * 'detail' the plain one. + */ +function ticketStatusBadgeHtml($name, $color, $style = 'detail', $about = '') { + $color = ticketStatusColor($color); + return '' . escapeHtml($name) . ''; +} + +/** A colour for a new status - the first of the palette no status has yet. */ +function ticketStatusNextColor() { + $used = array_map(function ($row) { + return ticketStatusColor($row['ticket_status_color']); + }, ticketStatusesAll()); + foreach (CATEGORY_COLORS as $color) { + if (!in_array($color, $used, true)) { + return $color; + } + } + return CATEGORY_COLORS[count($used) % count(CATEGORY_COLORS)]; +} + +/* The statuses' names - id => name - for a picker or a filter, the active ones and any of $keep. */ +function ticketStatusOptions(array $keep = []) { + $options = []; + foreach (ticketStatusesAll() as $id => $row) { + if (intval($row['ticket_status_active']) === 1 || in_array($id, array_map('intval', $keep), true)) { + $options[$id] = $row; + } + } + return $options; +} + +/* + * How many tickets are in each status - id => ['shown' (not archived - what + * the tickets list shows), 'open' (nor resolved or closed), 'all']. + */ +function ticketStatusTicketCounts() { + global $mysqli; + $counts = []; + $sql = mysqli_query($mysqli, "SELECT ticket_status, COUNT(*) AS n_all, SUM(ticket_archived_at IS NULL) AS n_shown, + SUM(ticket_resolved_at IS NULL AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL) AS n_open + FROM tickets GROUP BY ticket_status"); + while ($row = mysqli_fetch_assoc($sql)) { + $counts[intval($row['ticket_status'])] = ['shown' => intval($row['n_shown']), 'open' => intval($row['n_open']), 'all' => intval($row['n_all'])]; + } + return $counts; +} + +/** How many canned responses set this status. */ +function ticketStatusCannedCount($ticket_status_id) { + global $mysqli; + $result = mysqli_query($mysqli, "SELECT COUNT(*) FROM canned_responses WHERE canned_response_ticket_status = " . intval($ticket_status_id)); + return $result ? intval(mysqli_fetch_row($result)[0]) : 0; +} + +/* + * Where a status's tickets can be moved when it is switched off or deleted: + * the active statuses an agent can put an open ticket in (not New, Resolved + * or Closed), other than itself - id => row. + */ +function ticketStatusMoveTargets($ticket_status_id) { + $targets = []; + foreach (ticketStatusesAll() as $id => $row) { + if ($id !== intval($ticket_status_id) && intval($row['ticket_status_active']) === 1 && !in_array($id, [TICKET_STATUS_NEW, TICKET_STATUS_RESOLVED, TICKET_STATUS_CLOSED], true)) { + $targets[$id] = $row; + } + } + return $targets; +} + +/* + * A status's fields from a form - name, color, description, pauses_sla, + * client_reply and active. A built-in keeps its name, stays on, and has its + * fixed SLA and client-reply answers whatever was sent. + */ +function ticketStatusFromInput(array $in, $row = null) { + $id = $row ? intval($row['ticket_status_id']) : 0; + $builtin = $id && ticketStatusIsBuiltIn($id); + $name = trim(preg_replace('/\s+/u', ' ', strip_tags((string) ($in['name'] ?? '')))); + $color = categoryColor($in['color'] ?? ''); + $f = [ + 'name' => $builtin ? (string) $row['ticket_status_name'] : mb_substr($name, 0, 200), + 'color' => $color !== '' ? $color : ($row ? ticketStatusColor($row['ticket_status_color']) : CATEGORY_COLORS[0]), + 'description' => mb_substr(trim(preg_replace('/\s+/u', ' ', strip_tags((string) ($in['description'] ?? '')))), 0, 255), + 'pauses_sla' => intval($in['pauses_sla'] ?? 0) === 1 ? 1 : 0, + 'client_reply' => intval($in['client_reply'] ?? 1) === 0 ? 0 : 1, + 'active' => array_key_exists('active', $in) ? (intval($in['active']) === 1 ? 1 : 0) : ($row ? intval($row['ticket_status_active']) : 1), + ]; + if ($builtin) { + $f['pauses_sla'] = intval(getTicketStatusSlaLock($id)); + $f['client_reply'] = 1; + $f['active'] = 1; + } + return $f; +} + +/* What is wrong with a status's fields - '' when nothing. $id is the status being changed, 0 for a new one. */ +function ticketStatusProblem(array $f, $id = 0) { + global $mysqli; + if ($f['name'] === '') { + return 'A status needs a name.'; + } + $name = escapeSql($f['name']); + $taken = mysqli_fetch_row(mysqli_query($mysqli, "SELECT ticket_status_name FROM ticket_statuses WHERE ticket_status_name = '$name' AND ticket_status_id <> " . intval($id) . " LIMIT 1")); + if ($taken) { + return 'There is already a status called "' . $taken[0] . '".'; + } + return ''; +} + +/** The SET clause for a status's fields. */ +function ticketStatusSetSql(array $f) { + return "ticket_status_name = '" . escapeSql($f['name']) . "', ticket_status_color = '" . escapeSql($f['color']) . "', + ticket_status_pauses_sla = {$f['pauses_sla']}, ticket_status_active = {$f['active']}" + . (ticketStatusColumnsReady() ? ", ticket_status_description = " . ($f['description'] !== '' ? "'" . escapeSql($f['description']) . "'" : 'NULL') . ", ticket_status_client_reply = {$f['client_reply']}" : ''); +} + +/** A new status, at the end of the order - its id. */ +function ticketStatusCreate(array $f) { + global $mysqli; + $order = intval(mysqli_fetch_row(mysqli_query($mysqli, "SELECT COALESCE(MAX(ticket_status_order), 0) FROM ticket_statuses"))[0]) + 1; + mysqli_query($mysqli, "INSERT INTO ticket_statuses SET " . ticketStatusSetSql($f) . ", ticket_status_order = $order"); + $id = intval(mysqli_insert_id($mysqli)); + ticketStatusesAll(true); + return $id; +} + +/* + * Save a status's fields - what changed, as phrases for the audit log. A + * change to whether its clock is paused is applied to the tickets in it + * straight away. + */ +function ticketStatusUpdate(array $row, array $f) { + global $mysqli; + $id = intval($row['ticket_status_id']); + mysqli_query($mysqli, "UPDATE ticket_statuses SET " . ticketStatusSetSql($f) . " WHERE ticket_status_id = $id"); + + $changes = []; + $was = [ + 'name' => (string) $row['ticket_status_name'], 'color' => ticketStatusColor($row['ticket_status_color']), + 'description' => trim((string) ($row['ticket_status_description'] ?? '')), + ]; + foreach (['name' => 'name', 'color' => 'colour', 'description' => 'description'] as $key => $label) { + if ($was[$key] !== $f[$key]) { + $changes[] = "$label from " . ($was[$key] !== '' ? $was[$key] : 'none') . ' to ' . ($f[$key] !== '' ? $f[$key] : 'none'); + } + } + if (intval($row['ticket_status_pauses_sla']) !== $f['pauses_sla']) { + $changes[] = $f['pauses_sla'] ? 'the resolution clock now pauses' : 'the resolution clock now keeps running'; + ticketStatusSyncClocks($id); + } + if (intval($row['ticket_status_client_reply'] ?? 1) !== $f['client_reply']) { + $changes[] = 'a client\'s reply now ' . ($f['client_reply'] ? 'moves the ticket back to Open' : 'leaves the ticket in it'); + } + if (intval($row['ticket_status_active']) !== $f['active']) { + $changes[] = $f['active'] ? 'switched on' : 'switched off'; + } + ticketStatusesAll(true); + return $changes; +} + +/* Bring the SLA clocks of the open tickets in a status in line with it - after its pause setting changes. */ +function ticketStatusSyncClocks($ticket_status_id) { + global $mysqli; + $sql = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_status = " . intval($ticket_status_id) . " AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL"); + while ($ticket = mysqli_fetch_row($sql)) { + syncTicketSlaClock(intval($ticket[0])); + } +} + +/* + * Move every ticket in one status to another - as when the status is + * switched off or deleted. Each says so in its history, and its SLA clock + * follows the new status. How many moved. + */ +function ticketStatusMoveTickets($from_id, $to_id, $why) { + global $mysqli, $session_name; + $from_id = intval($from_id); + $to_id = intval($to_id); + $statuses = ticketStatusesAll(); + if (!isset($statuses[$from_id], $statuses[$to_id]) || $from_id === $to_id) { + return 0; + } + $from_name = escapeSql($statuses[$from_id]['ticket_status_name']); + $to_name = escapeSql($statuses[$to_id]['ticket_status_name']); + $ids = []; + $sql = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_status = $from_id"); + while ($ticket = mysqli_fetch_row($sql)) { + $ids[] = intval($ticket[0]); + } + foreach ($ids as $ticket_id) { + mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $to_id WHERE ticket_id = $ticket_id AND ticket_status = $from_id"); + syncTicketSlaClock($ticket_id); + // $session_name is SQL-safe already + logTicketHistory($ticket_id, ($session_name ?? 'ITFlow') . " moved it from $from_name to $to_name - " . escapeSql($why)); + } + return count($ids); +} + +/* + * Switch a status off or on. Switching off can move its tickets to another + * status first ($move_to, 0 to leave them). Built-in statuses stay on. + * [ok, how many tickets moved]. + */ +function ticketStatusSetActive(array $row, $active, $move_to = 0) { + global $mysqli; + $id = intval($row['ticket_status_id']); + if (!$active && ticketStatusIsBuiltIn($id)) { + return [false, 0]; + } + $moved = 0; + if (!$active && intval($move_to) && isset(ticketStatusMoveTargets($id)[intval($move_to)])) { + $moved = ticketStatusMoveTickets($id, $move_to, 'the status was switched off'); + } + mysqli_query($mysqli, "UPDATE ticket_statuses SET ticket_status_active = " . ($active ? 1 : 0) . " WHERE ticket_status_id = $id"); + ticketStatusesAll(true); + return [true, $moved]; +} + +/* + * Delete one of your own statuses. Its tickets have to go somewhere - + * $move_to, one of ticketStatusMoveTargets() - and canned responses that set + * it leave the status as it is instead. [ok, tickets moved, responses changed]. + */ +function ticketStatusDelete(array $row, $move_to) { + global $mysqli; + $id = intval($row['ticket_status_id']); + if (ticketStatusIsBuiltIn($id)) { + return [false, 0, 0]; + } + $counts = ticketStatusTicketCounts()[$id] ?? ['all' => 0]; + $move_to = intval($move_to); + if ($counts['all'] && !isset(ticketStatusMoveTargets($id)[$move_to])) { + return [false, 0, 0]; + } + $moved = $counts['all'] ? ticketStatusMoveTickets($id, $move_to, 'the status was deleted') : 0; + $canned = ticketStatusCannedCount($id); + mysqli_query($mysqli, "UPDATE canned_responses SET canned_response_ticket_status = NULL WHERE canned_response_ticket_status = $id"); + mysqli_query($mysqli, "DELETE FROM ticket_statuses WHERE ticket_status_id = $id"); + ticketStatusesAll(true); + return [true, $moved, $canned]; +} + +/* + * Put the statuses in this order - the ids as listed, then any others in + * the order they had. Numbered from 1. How many moved. + */ +function ticketStatusReorder(array $ids) { + global $mysqli; + $rows = []; + foreach (ticketStatusesAll(true) as $id => $row) { + $rows[$id] = intval($row['ticket_status_order']); + } + $ordered = []; + foreach ($ids as $id) { + $id = intval($id); + if (isset($rows[$id]) && !in_array($id, $ordered, true)) { + $ordered[] = $id; + } + } + foreach (array_keys($rows) as $id) { + if (!in_array($id, $ordered, true)) { + $ordered[] = $id; + } + } + $moved = 0; + foreach ($ordered as $position => $id) { + if ($rows[$id] !== $position + 1) { + mysqli_query($mysqli, "UPDATE ticket_statuses SET ticket_status_order = " . ($position + 1) . " WHERE ticket_status_id = $id"); + $moved++; + } + } + ticketStatusesAll(true); + return $moved; +} + +/* + * The status a ticket goes to when its client replies - back to Open, unless + * it is in one of your own statuses set to leave it there (Scheduled, say, + * where a "thanks, see you Tuesday" shouldn't send it back to the queue). + */ +function ticketStatusAfterClientReply($current_status_id) { + $current_status_id = intval($current_status_id); + if (ticketStatusIsBuiltIn($current_status_id)) { + return TICKET_STATUS_OPEN; + } + $row = ticketStatusesAll()[$current_status_id] ?? null; + if ($row && intval($row['ticket_status_active']) === 1 && intval($row['ticket_status_client_reply']) === 0) { + return $current_status_id; + } + return TICKET_STATUS_OPEN; +} diff --git a/js/quick_pick.js b/js/quick_pick.js index 1ad284a2e..5be349320 100644 --- a/js/quick_pick.js +++ b/js/quick_pick.js @@ -280,6 +280,10 @@ node.setAttribute('role', 'option'); node.setAttribute('data-row', index); node.setAttribute('aria-selected', selected ? 'true' : 'false'); + // What it is for, on hover - a ticket status's description + if (option.title) { + node.title = option.title; + } var visual = lead(option); if (visual) { node.appendChild(visual); diff --git a/js/ticket_status_form.js b/js/ticket_status_form.js new file mode 100644 index 000000000..2a6a73fc9 --- /dev/null +++ b/js/ticket_status_form.js @@ -0,0 +1,96 @@ +// New Ticket Status and Edit (admin/modals/ticket_status/ticket_status_form.php). +// The preview is the status's badge as tickets will show it, redrawn as its +// name and colour change - with dark or white text, whichever reads on the +// colour, as ticketStatusBadgeHtml() in functions/ticket_status.php draws it. +// A swatch, the colour picker or a typed hex sets the colour. The server +// checks it all again. +// +// Wrapped in an IIFE because a modal can be opened, closed and opened again +// in one page load, which re-runs this file. + +(function () { + + // Dark or white text on a #rrggbb colour - tagTextColor() in functions/tags.php + function textColor(value) { + const channel = function (hex) { + const c = parseInt(hex, 16) / 255; + return c <= 0.03928 ? c / 12.92 : Math.pow((c + 0.055) / 1.055, 2.4); + }; + const luminance = 0.2126 * channel(value.substr(1, 2)) + 0.7152 * channel(value.substr(3, 2)) + 0.0722 * channel(value.substr(5, 2)); + return luminance > 0.4 ? '#212529' : '#fff'; + } + + // #rrggbb from what was typed - null when it isn't a colour yet + function hexColor(value) { + value = String(value).trim().toLowerCase(); + if (value.charAt(0) !== '#') { + value = '#' + value; + } + if (/^#[0-9a-f]{3}$/.test(value)) { + value = '#' + value[1] + value[1] + value[2] + value[2] + value[3] + value[3]; + } + return /^#[0-9a-f]{6}$/.test(value) ? value : null; + } + + document.querySelectorAll('[data-ticket-status-form]:not([data-wired])').forEach(function (form) { + form.setAttribute('data-wired', '1'); + + const badge = form.querySelector('[data-ticket-status-preview] .badge'); + const name = form.querySelector('[data-ticket-status-name]'); + const color = form.querySelector('[data-ticket-status-color]'); + const pick = form.querySelector('[data-ticket-status-color-pick]'); + const hex = form.querySelector('[data-ticket-status-color-hex]'); + const swatches = form.querySelectorAll('[data-ticket-status-swatch]'); + + function draw() { + badge.textContent = name.value.trim() || 'New status'; + badge.style.setProperty('--itflow-status-bg', color.value); + badge.style.setProperty('--itflow-status-text', textColor(color.value)); + } + + // $from says which control set it, so that one isn't rewritten as it is typed in + function setColor(value, from) { + color.value = value; + if (from !== 'pick') { + pick.value = value; + } + if (from !== 'hex') { + hex.value = value; + } + hex.classList.remove('is-invalid'); + swatches.forEach(function (swatch) { + const on = swatch.dataset.ticketStatusSwatch === value; + swatch.classList.toggle('active', on); + swatch.setAttribute('aria-pressed', on ? 'true' : 'false'); + }); + draw(); + } + + swatches.forEach(function (swatch) { + swatch.addEventListener('click', function () { + setColor(swatch.dataset.ticketStatusSwatch, 'swatch'); + }); + }); + pick.addEventListener('input', function () { + setColor(pick.value.toLowerCase(), 'pick'); + }); + hex.addEventListener('input', function () { + const value = hexColor(hex.value); + if (value) { + setColor(value, 'hex'); + } else { + hex.classList.toggle('is-invalid', hex.value.trim() !== ''); + } + }); + // A half-typed hex goes back to the colour in use when the field is left + hex.addEventListener('change', function () { + if (!hexColor(hex.value)) { + hex.value = color.value; + hex.classList.remove('is-invalid'); + } + }); + name.addEventListener('input', draw); + + draw(); + }); +})(); diff --git a/setup/seed_data.php b/setup/seed_data.php index 1efc3dee4..e019e8f5b 100644 --- a/setup/seed_data.php +++ b/setup/seed_data.php @@ -78,12 +78,13 @@ function seedDefaultData($mysqli) // Add default ticket statuses // ticket_status_pauses_sla is fixed for these five and not editable in the admin UI - - // see getTicketStatusSlaLock() in functions/app.php. Keep the two in step. - mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'New', ticket_status_color = '#dc3545', ticket_status_pauses_sla = 0"); // Default ID for new tickets is 1 - mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Open', ticket_status_color = '#007bff', ticket_status_pauses_sla = 0"); // 2 - mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'On Hold', ticket_status_color = '#28a745', ticket_status_pauses_sla = 1"); // 3 - mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Resolved', ticket_status_color = '#343a40', ticket_status_pauses_sla = 1"); // 4 (was auto-close) - mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Closed', ticket_status_color = '#343a40', ticket_status_pauses_sla = 1"); // 5 + // see getTicketStatusSlaLock() in functions/app.php. Keep the two in step. What each is + // for matches ticketStatusBuiltIns() in functions/ticket_status.php. + mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'New', ticket_status_color = '#dc3545', ticket_status_description = 'Just come in - nobody has picked it up yet.', ticket_status_pauses_sla = 0, ticket_status_order = 1"); // Default ID for new tickets is 1 + mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Open', ticket_status_color = '#007bff', ticket_status_description = 'Being worked on.', ticket_status_pauses_sla = 0, ticket_status_order = 2"); // 2 + mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'On Hold', ticket_status_color = '#28a745', ticket_status_description = 'Waiting on someone else - the client, a vendor or a part.', ticket_status_pauses_sla = 1, ticket_status_order = 3"); // 3 + mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Resolved', ticket_status_color = '#343a40', ticket_status_description = 'Fixed, and waiting to be closed - a reply from the client reopens it.', ticket_status_pauses_sla = 1, ticket_status_order = 4"); // 4 (was auto-close) + mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Closed', ticket_status_color = '#343a40', ticket_status_description = 'Finished - it can\\'t be replied to.', ticket_status_pauses_sla = 1, ticket_status_order = 5"); // 5 // Add default modules mysqli_query($mysqli, "INSERT INTO modules SET module_name = 'module_client', module_description = 'General client & contact management'");