diff --git a/calendar_events.php b/calendar_events.php index 1ce6cafa..65856d1e 100644 --- a/calendar_events.php +++ b/calendar_events.php @@ -161,15 +161,14 @@ while ($row = mysqli_fetch_array($sql)) { $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " created - " . $row['ticket_subject'] . " " . $username . "{" . $ticket_status . "}"); $event_start = json_encode($row['ticket_created_at']); - - if ($ticket_status == "Closed") { - $event_color = "black"; - } else if ($ticket_status == "Scheduled") { - $event_color = "grey"; - } else if ($ticket_status == "Pending-Assignment") { + if ($ticket_status == "New") { $event_color = "red"; - } else { + } elseif ($ticket_status == "Open") { $event_color = "blue"; + } elseif ($ticket_status == "On Hold") { + $event_color = "grey"; + } else { + $event_color = "black"; } echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },"; @@ -188,7 +187,7 @@ while ($row = mysqli_fetch_array($sql)) { } if (strtotime($row['ticket_schedule']) < time()) { - if ($row['ticket_status'] == 'Scheduled') { + if ($row['ticket_status'] == 'On Hold') { $event_color = "red"; } else { $event_color = "green"; @@ -200,7 +199,7 @@ while ($row = mysqli_fetch_array($sql)) { $ticket_status = strval($row['ticket_status']); $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " scheduled - " . $row['ticket_subject'] . " [" . $username . "]{" . $ticket_status . "}"); $event_start = json_encode($row['ticket_schedule']); - + echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },"; } @@ -260,4 +259,4 @@ while ($row = mysqli_fetch_array($sql)) { // Update the end date field document.getElementById("event_add_end").value = new_end; } - \ No newline at end of file + diff --git a/client_events.php b/client_events.php index 62bfa6fe..41ae75ff 100644 --- a/client_events.php +++ b/client_events.php @@ -161,15 +161,14 @@ while ($row = mysqli_fetch_array($sql)) { $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " created - " . $row['ticket_subject'] . " " . $username . "{" . $ticket_status . "}"); $event_start = json_encode($row['ticket_created_at']); - - if ($ticket_status == "Closed") { - $event_color = "black"; - } else if ($ticket_status == "Scheduled") { - $event_color = "grey"; - } else if ($ticket_status == "Pending-Assignment") { + if ($ticket_status == "New") { $event_color = "red"; - } else { + } elseif ($ticket_status == "Open") { $event_color = "blue"; + } elseif ($ticket_status == "On Hold") { + $event_color = "grey"; + } else { + $event_color = "black"; } echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },"; @@ -200,7 +199,7 @@ while ($row = mysqli_fetch_array($sql)) { $ticket_status = strval($row['ticket_status']); $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " scheduled - " . $row['ticket_subject'] . " [" . $username . "]{" . $ticket_status . "}"); $event_start = json_encode($row['ticket_schedule']); - + echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },"; } diff --git a/client_tickets.php b/client_tickets.php index 3a37c791..e44ce776 100644 --- a/client_tickets.php +++ b/client_tickets.php @@ -160,16 +160,16 @@ $total_scheduled_tickets = intval($row['total_scheduled_tickets']); } $ticket_closed_at = nullable_htmlentities($row['ticket_closed_at']); - if ($ticket_status == "Pending-Assignment") { + if ($ticket_status == "New") { $ticket_status_color = "danger"; - } elseif ($ticket_status == "Assigned") { + } elseif ($ticket_status == "Open") { $ticket_status_color = "primary"; - } elseif ($ticket_status == "In-Progress") { + } elseif ($ticket_status == "On Hold") { $ticket_status_color = "success"; + } elseif ($ticket_status == "Auto Close") { + $ticket_status_color = "dark"; } elseif ($ticket_status == "Closed") { $ticket_status_color = "dark"; - } else{ - $ticket_status_color = "secondary"; } if ($ticket_priority == "High") { @@ -181,6 +181,7 @@ $total_scheduled_tickets = intval($row['total_scheduled_tickets']); } else{ $ticket_priority_display = "-"; } + $ticket_assigned_to = intval($row['ticket_assigned_to']); if (empty($ticket_assigned_to)) { if ($ticket_status == "Closed") { diff --git a/cron.php b/cron.php index acf65d03..06decb6c 100644 --- a/cron.php +++ b/cron.php @@ -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( $mysqli, @@ -420,6 +420,7 @@ if ($config_ticket_autoclose == 1) { $ticket_reply = $ticket_reply_row['ticket_reply']; $subject = "Ticket pending closure - [$ticket_prefix$ticket_number] - $ticket_subject"; + $body = "##- Please type your reply above this line -##

Hello, $contact_name

This is an automatic friendly reminder that your ticket regarding \"$ticket_subject\" will be closed, unless you respond.

--------------------------------
$ticket_reply--------------------------------

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.

Ticket: $ticket_prefix$ticket_number
Subject: $ticket_subject
Status: $ticket_status
Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id

--
$company_name - Support
$config_ticket_from_email
$company_phone"; $data = [ diff --git a/cron_ticket_email_parser.php b/cron_ticket_email_parser.php index b168e405..e45ae046 100644 --- a/cron_ticket_email_parser.php +++ b/cron_ticket_email_parser.php @@ -106,7 +106,7 @@ $allowed_extensions = array('jpg', 'jpeg', 'gif', 'png', 'webp', 'pdf', 'txt', ' function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message, $attachments) { // Access global variables - global $mysqli, $company_name, $company_phone, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_ticket_new_ticket_notification_email, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions; + global $mysqli,$config_app_name, $company_name, $company_phone, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_ticket_new_ticket_notification_email, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions; // Get the next Ticket Number and add 1 for the new ticket number $ticket_number_sql = mysqli_fetch_array(mysqli_query($mysqli, "SELECT config_ticket_next_number FROM settings WHERE company_id = 1")); @@ -118,7 +118,7 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date $message = nl2br($message); $message = mysqli_escape_string($mysqli, "Email from: $contact_email at $date:-

$message"); - mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', ticket_priority = 'Low', ticket_status = 'Pending-Assignment', ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id"); + mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', ticket_priority = 'Low', ticket_status = 'New', ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id"); $id = mysqli_insert_id($mysqli); // Logging @@ -162,9 +162,9 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date $data = []; // E-mail client notification that ticket has been created if ($config_ticket_client_general_notifications == 1) { - + $subject_email = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject"; - $body = "##- Please type your reply above this line -##

Hello $contact_name,

Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.

Ticket: $config_ticket_prefix$ticket_number
Subject: $subject
Status: Open
https://$config_base_url/portal/ticket.php?id=$id

--
$company_name - Support
$config_ticket_from_email
$company_phone"; + $body = "##- Please type your reply above this line -##

Hello $contact_name,

Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.

Ticket: $config_ticket_prefix$ticket_number
Subject: $subject
Status: New
https://$config_base_url/portal/ticket.php?id=$id

--
$company_name - Support
$config_ticket_from_email
$company_phone"; $data[] = [ 'from' => $config_ticket_from_email, @@ -184,7 +184,7 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date $client_row = mysqli_fetch_array($client_sql); $client_name = sanitizeInput($client_row['client_name']); - $email_subject = "ITFlow - New Ticket - $client_name: $subject"; + $email_subject = "$config_app_name - New Ticket - $client_name: $subject"; $email_body = "Hello,

This is a notification that a new ticket has been raised in ITFlow.
Client: $client_name
Priority: Low (email parsed)
Link: https://$config_base_url/ticket.php?ticket_id=$id

--------------------------------

$subject
$details"; $data[] = [ @@ -209,7 +209,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac // Add email as a comment/reply to an existing ticket // Access global variables - global $mysqli, $company_name, $company_phone, $config_ticket_prefix, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions; + global $mysqli, $config_app_name, $company_name, $company_phone, $config_ticket_prefix, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions; // Set default reply type $ticket_reply_type = 'Client'; @@ -221,19 +221,22 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac $message = mysqli_escape_string($mysqli, "Email from: $from_email at $date:-

$message"); // Lookup the ticket ID - $row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email + $row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email, client_name FROM tickets LEFT JOIN contacts on tickets.ticket_contact_id = contacts.contact_id + LEFT JOIN clients on tickets.ticket_client_id = clients.client_id WHERE ticket_number = $ticket_number LIMIT 1")); if ($row) { // Get ticket details $ticket_id = intval($row['ticket_id']); + $ticket_subject = sanitizeInput($row['ticket_subject']); $ticket_status = sanitizeInput($row['ticket_status']); $ticket_reply_contact = intval($row['ticket_contact_id']); $ticket_contact_email = sanitizeInput($row['contact_email']); $client_id = intval($row['ticket_client_id']); + $client_name = sanitizeInput($row['client_name']); // Check ticket isn't closed - tickets can't be re-opened if ($ticket_status == "Closed") { @@ -241,7 +244,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac $email_subject = "Action required: This ticket is already closed"; $email_body = "Hi there,

You\'ve tried to reply to a ticket that is closed - we won\'t see your response.

Please raise a new ticket by sending a fresh e-mail to our support address below.

--
$company_name - Support
$config_ticket_from_email
$company_phone"; - + $data = [ [ 'from' => $config_ticket_from_email, @@ -252,7 +255,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac 'body' => $email_body ] ]; - + addToMailQueue($mysqli, $data); return true; @@ -332,8 +335,8 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac $tech_email = sanitizeInput($tech_row['user_email']); $tech_name = sanitizeInput($tech_row['user_name']); - $subject = "Ticket updated - [$config_ticket_prefix$ticket_number] - $subject"; - $body = "##- Please type your reply above this line -##

Hello $tech_name,

A new reply has been added to the ticket \"$subject\".

Ticket: $config_ticket_prefix$ticket_number
Subject: $subject
Status: Open
https://$config_base_url/portal/ticket.php?id=$ticket_id

--
$company_name - Support
$config_ticket_from_email
$company_phone"; + $email_subject = "$config_app_name - Ticket updated - [$config_ticket_prefix$ticket_number] $ticket_subject"; + $email_body = "Hello $tech_name,

A new reply has been added to the below ticket, check ITFlow for full details.

Client: $client_name
Ticket: $config_ticket_prefix$ticket_number
Subject: $ticket_subject

https://$config_base_url/ticket.php?ticket_id=$ticket_id"; $data = [ [ @@ -341,8 +344,8 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac 'from_name' => $config_ticket_from_name, 'recipient' => $tech_email, 'recipient_name' => $tech_name, - 'subject' => $subject, - 'body' => $body + 'subject' => $email_subject, + 'body' => $email_body ] ]; @@ -353,7 +356,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac } // Update Ticket Last Response Field & set ticket to open as client has replied - mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Client-Replied' WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1"); + mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Open' WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1"); echo "Updated existing ticket.
"; mysqli_query($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 = $client_id"); diff --git a/dashboard.php b/dashboard.php index 19210214..bc4975f8 100644 --- a/dashboard.php +++ b/dashboard.php @@ -795,16 +795,17 @@ if ($user_config_dashboard_technical_enable == 1) { $client_name = nullable_htmlentities($row['client_name']); $contact_id = intval($row['ticket_contact_id']); $contact_name = nullable_htmlentities($row['contact_name']); - if ($ticket_status == "Pending-Assignment") { + + if ($ticket_status == "New") { $ticket_status_color = "danger"; - } elseif ($ticket_status == "Assigned") { + } elseif ($ticket_status == "Open") { $ticket_status_color = "primary"; - } elseif ($ticket_status == "In-Progress") { + } elseif ($ticket_status == "On Hold") { $ticket_status_color = "success"; + } elseif ($ticket_status == "Auto Close") { + $ticket_status_color = "dark"; } elseif ($ticket_status == "Closed") { $ticket_status_color = "dark"; - } else { - $ticket_status_color = "secondary"; } if ($ticket_priority == "High") { @@ -1326,4 +1327,4 @@ if ($user_config_dashboard_technical_enable == 1) { } } }); - \ No newline at end of file + diff --git a/functions.php b/functions.php index bf46ea31..f8a974a3 100644 --- a/functions.php +++ b/functions.php @@ -727,7 +727,7 @@ function sanitizeInput($input) global $mysqli; // Remove HTML and PHP tags - $input = strip_tags($input); + $input = strip_tags((string) $input); // Remove white space from beginning and end of input $input = trim($input); @@ -1029,7 +1029,11 @@ function addToMailQueue($mysqli, $data) $recipient_name = strval($email['recipient_name']); $subject = strval($email['subject']); $body = strval($email['body']); - $cal_str = mysqli_escape_string($mysqli,$email['cal_str']); + + $cal_str = ''; + if (isset($email['cal_str'])) { + $cal_str = mysqli_escape_string($mysqli,$email['cal_str']); + } // Check if 'email_queued_at' is set and not empty if (isset($email['queued_at']) && !empty($email['queued_at'])) { @@ -1110,7 +1114,7 @@ function createiCalStrCancel($originaliCalStr) { // Import the original iCal string $cal_event = new ZCiCal($originaliCalStr); - + // Iterate through the iCalendar object to find VEVENT nodes foreach($cal_event->tree->child as $node) { if($node->getName() == "VEVENT") { @@ -1133,4 +1137,4 @@ function createiCalStrCancel($originaliCalStr) { // Return the modified iCal string return $cal_event->export(); } - + diff --git a/get_settings.php b/get_settings.php index 28df3104..5a3dbc2d 100644 --- a/get_settings.php +++ b/get_settings.php @@ -238,17 +238,10 @@ $asset_status_array = array ( ); $ticket_status_array = array ( - 'Pending-Assignment', - 'Assigned', - 'Client-Replied', - 'In-Progress', - 'Pending-Shipment', - 'Pending-Client', - 'Pending-Vendor', - 'Scheduled', - 'Closed', 'Open', - 'Auto Close' + 'On Hold', + 'Auto Close', + 'Closed' ); $industry_select_array = array( diff --git a/portal/portal_post.php b/portal/portal_post.php index b15e75c0..2e154385 100644 --- a/portal/portal_post.php +++ b/portal/portal_post.php @@ -33,7 +33,7 @@ if (isset($_POST['add_ticket'])) { $new_config_ticket_next_number = $config_ticket_next_number + 1; mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1"); - mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'Open', ticket_created_by = 0, ticket_contact_id = $contact, ticket_client_id = $client_id"); + mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'New', ticket_created_by = 0, ticket_contact_id = $contact, ticket_client_id = $client_id"); $id = mysqli_insert_id($mysqli); // Notify agent DL of the new ticket, if populated with a valid email @@ -88,6 +88,40 @@ if (isset($_POST['add_ticket_comment'])) { // Update Ticket Last Response Field & set ticket to open as client has replied mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Open' WHERE ticket_id = $ticket_id AND ticket_client_id = $session_client_id LIMIT 1"); + + // Get ticket details & Notify the assigned tech (if any) + $ticket_details = mysqli_fetch_array(mysqli_query($mysqli, "SELECT * FROM tickets LEFT JOIN clients ON ticket_client_id = client_id WHERE ticket_id = $ticket_id LIMIT 1")); + + $ticket_number = intval($ticket_details['ticket_number']); + $ticket_assigned_to = intval($ticket_details['ticket_assigned_to']); + $ticket_subject = sanitizeInput($ticket_details['ticket_subject']); + $client_name = sanitizeInput($ticket_details['client_name']); + + if ($ticket_details && $ticket_assigned_to !== 0) { + + // Get tech details + $tech_details = mysqli_fetch_array(mysqli_query($mysqli, "SELECT user_email, user_name FROM users WHERE user_id = $ticket_assigned_to LIMIT 1")); + $tech_email = sanitizeInput($tech_details['user_email']); + $tech_name = sanitizeInput($tech_details['user_name']); + + $subject = "$config_app_name Ticket updated - [$config_ticket_prefix$ticket_number] $ticket_subject"; + $body = "Hello $tech_name,

A new reply has been added to the below ticket, check ITFlow for full details.

Client: $client_name
Ticket: $config_ticket_prefix$ticket_number
Subject: $ticket_subject

https://$config_base_url/ticket.php?ticket_id=$ticket_id"; + + $data = [ + [ + 'from' => $config_ticket_from_email, + 'from_name' => $config_ticket_from_name, + 'recipient' => $tech_email, + 'recipient_name' => $tech_name, + 'subject' => $subject, + 'body' => $body + ] + ]; + + addToMailQueue($mysqli, $data); + + } + // Store any attached any files if (!empty($_FILES)) { diff --git a/post/ticket.php b/post/ticket.php index d0c7a825..d0cdd183 100644 --- a/post/ticket.php +++ b/post/ticket.php @@ -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,

A ticket has been assigned to you!

Ticket Number: $ticket_prefix$ticket_number
Subject: $ticket_subject

Thanks,
$session_name
$company_name"; + $subject = "$config_app_name - Ticket $ticket_prefix$ticket_number assigned to you - $ticket_subject"; + $body = "Hi $agent_name,

A ticket has been assigned to you!

Client: $client_name
Ticket Number: $ticket_prefix$ticket_number
Subject: $ticket_subject

https://$config_base_url/ticket.php?ticket_id=$ticket_id

Thanks,
$session_name
$company_name"; // Email Ticket Agent // Queue Mail @@ -477,15 +477,14 @@ if (isset($_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 = $ticket_id" ); diff --git a/ticket.php b/ticket.php index b99037d8..1f8859f9 100644 --- a/ticket.php +++ b/ticket.php @@ -64,7 +64,7 @@ if (isset($_GET['ticket_id'])) { $ticket_scheduled_wording = "$ticket_scheduled_for"; } - //Set Ticket Bage Color based of priority + //Set Ticket Badge Color based of priority if ($ticket_priority == "High") { $ticket_priority_display = "$ticket_priority"; } elseif ($ticket_priority == "Medium") { @@ -77,16 +77,16 @@ if (isset($_GET['ticket_id'])) { $ticket_feedback = nullable_htmlentities($row['ticket_feedback']); $ticket_status = nullable_htmlentities($row['ticket_status']); - if ($ticket_status == "Pending-Assignment") { + if ($ticket_status == "New") { $ticket_status_display = "$ticket_status"; - } elseif ($ticket_status == "Assigned") { + } elseif ($ticket_status == "Open") { $ticket_status_display = "$ticket_status"; - } elseif ($ticket_status == "In-Progress") { + } elseif ($ticket_status == "On Hold") { $ticket_status_display = "$ticket_status"; - } elseif ($ticket_status == "Closed") { + } elseif ($ticket_status == "Auto Close" || $ticket_status == "Closed") { $ticket_status_display = "$ticket_status"; } else { - $ticket_status_display = "$ticket_status"; + $ticket_status_display = "$ticket_status"; // To be removed } $ticket_vendor_ticket_number = nullable_htmlentities($row['ticket_vendor_ticket_number']); @@ -333,18 +333,12 @@ if (isset($_GET['ticket_id'])) { - - If checked the contact and any watcher will not be informed + + If checked this note will only be visible to agents. The contact / watcher will not be informed this ticket was closed. diff --git a/ticket_bulk_reply_modal.php b/ticket_bulk_reply_modal.php index f7f2139b..93f42899 100644 --- a/ticket_bulk_reply_modal.php +++ b/ticket_bulk_reply_modal.php @@ -2,7 +2,7 @@
-
Bulk Reply
+
Bulk Update/Reply
@@ -16,11 +16,8 @@
@@ -31,8 +28,8 @@
- - If checked the contact and any watcher will not be informed + + If checked this note will only be visible to agents.
diff --git a/tickets.php b/tickets.php index b827523f..140fa26b 100644 --- a/tickets.php +++ b/tickets.php @@ -163,7 +163,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
- Bulk Reply + Bulk Update/Reply
@@ -236,24 +236,18 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);