mirror of
https://github.com/itflow-org/itflow
synced 2026-08-05 07:07:14 +00:00
Add optional ticket SLAs
Response/resolution targets stamped at creation from per-client/priority assignments, business-hours due date math, warn/breach alert stages via cron/ticket_sla.php, ticket list coloring, per-ticket SLA override, admin page for plans/assignments/business hours. DB update 2.5.0. No behavior change unless SLAs are assigned. Bulk reply now only counts Public replies as first response.
This commit is contained in:
johnnyq
@@ -844,6 +844,7 @@ if (isset($_POST['bulk_add_client_ticket'])) {
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mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_category = $category_id, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_billable = $billable, ticket_status = $ticket_status, ticket_created_by = $session_user_id, ticket_assigned_to = $assigned_to, ticket_url_key = '$url_key', ticket_client_id = $client_id, ticket_project_id = $project_id");
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$ticket_id = mysqli_insert_id($mysqli);
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applyTicketSla($ticket_id);
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// Add Tasks
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if (!empty($_POST['tasks'])) {
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@@ -70,6 +70,7 @@ if (isset($_POST['add_project'])) {
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mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$ticket_template_subject', ticket_details = '$ticket_template_details', ticket_priority = 'Low', ticket_status = 1, ticket_created_by = $session_user_id, ticket_client_id = $client_id, ticket_project_id = $project_id");
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$ticket_id = mysqli_insert_id($mysqli);
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applyTicketSla($ticket_id);
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// Task Templates for Ticket template and add the to the ticket
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$sql_task_templates = mysqli_query($mysqli,
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@@ -131,6 +131,7 @@ if (isset($_POST['bulk_force_recurring_tickets'])) {
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// Raise the ticket
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mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_source = 'Recurring', ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = '$ticket_status', ticket_billable = $billable, ticket_url_key = '$url_key', ticket_created_by = $created_id, ticket_assigned_to = $assigned_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id, ticket_category = $category, ticket_recurring_ticket_id = $recurring_ticket_id");
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$id = mysqli_insert_id($mysqli);
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applyTicketSla($id);
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// Copy Additional Assets from Recurring ticket to new ticket
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mysqli_query($mysqli, "INSERT INTO ticket_assets (ticket_id, asset_id)
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@@ -271,6 +272,7 @@ if (isset($_GET['force_recurring_ticket'])) {
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// Raise the ticket
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mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_source = 'Recurring', ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = '$ticket_status', ticket_billable = $billable, ticket_url_key = '$url_key', ticket_created_by = $created_id, ticket_assigned_to = $assigned_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id, ticket_category = $category, ticket_recurring_ticket_id = $recurring_ticket_id");
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$id = mysqli_insert_id($mysqli);
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applyTicketSla($id);
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// Copy Additional Assets from Recurring ticket to new ticket
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mysqli_query($mysqli, "INSERT INTO ticket_assets (ticket_id, asset_id)
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@@ -77,6 +77,7 @@ if (isset($_POST['add_ticket'])) {
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mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_source = 'Agent', ticket_category = $category_id, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_billable = '$billable', ticket_status = '$ticket_status', ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_created_by = $session_user_id, ticket_assigned_to = $assigned_to, ticket_contact_id = $contact_id, ticket_url_key = '$url_key', ticket_due_at = $due, ticket_client_id = $client_id, ticket_invoice_id = 0, ticket_project_id = $project_id");
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$ticket_id = mysqli_insert_id($mysqli);
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applyTicketSla($ticket_id);
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// Add Tasks from Template if Template was selected
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if($ticket_template_id) {
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@@ -237,6 +238,7 @@ if (isset($_POST['edit_ticket'])) {
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}
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mysqli_query($mysqli, "UPDATE tickets SET ticket_category = $category_id, ticket_subject = '$ticket_subject', ticket_priority = '$ticket_priority', ticket_billable = $billable, ticket_details = '$details', ticket_due_at = $due, ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_contact_id = $contact_id, ticket_assigned_to = $assigned_to, ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_project_id = $project_id WHERE ticket_id = $ticket_id");
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applyTicketSla($ticket_id);
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// Add Additional Assets
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if (isset($_POST['additional_assets'])) {
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@@ -343,6 +345,7 @@ if (isset($_POST['edit_ticket_priority'])) {
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}
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mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id");
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applyTicketSla($ticket_id);
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// Update Ticket History
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mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status', ticket_history_description = '$session_name changed priority from $original_priority to $priority', ticket_history_ticket_id = $ticket_id");
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@@ -357,6 +360,66 @@ if (isset($_POST['edit_ticket_priority'])) {
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}
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if (isset($_POST['edit_ticket_sla'])) {
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validateCSRFToken();
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enforceUserPermission('module_support', 2);
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$ticket_id = intval($_POST['ticket_id']);
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$sla_id = intval($_POST['sla_id']);
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// Get ticket details before updating
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$sql = mysqli_query($mysqli, "SELECT
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ticket_prefix, ticket_number, ticket_sla_id, ticket_status_name, ticket_client_id
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FROM tickets
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LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
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WHERE ticket_id = $ticket_id"
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);
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$row = mysqli_fetch_assoc($sql);
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$ticket_prefix = escapeSql($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$original_sla_id = intval($row['ticket_sla_id']);
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$ticket_status = escapeSql($row['ticket_status_name']);
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$client_id = intval($row['ticket_client_id']);
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// Don't Enforce Client Access if Ticket doesn't have an assigned client
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if ($client_id) {
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enforceClientAccess();
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}
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// Look up SLA names for the history/audit trail (0 = None)
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$original_sla_name = "None";
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if ($original_sla_id) {
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$sla_sql = mysqli_query($mysqli, "SELECT sla_name FROM slas WHERE sla_id = $original_sla_id");
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if (mysqli_num_rows($sla_sql)) {
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$original_sla_name = escapeSql(mysqli_fetch_assoc($sla_sql)['sla_name']);
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}
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}
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$sla_name = "None";
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if ($sla_id) {
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$sla_sql = mysqli_query($mysqli, "SELECT sla_name FROM slas WHERE sla_id = $sla_id");
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if (mysqli_num_rows($sla_sql)) {
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$sla_name = escapeSql(mysqli_fetch_assoc($sla_sql)['sla_name']);
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}
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}
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// Pin the ticket to the chosen SLA and recompute its targets
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applyTicketSla($ticket_id, $sla_id);
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// Update Ticket History
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mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status', ticket_history_description = '$session_name changed SLA from $original_sla_name to $sla_name', ticket_history_ticket_id = $ticket_id");
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logAudit("Ticket", "Edit", "$session_name changed SLA from $original_sla_name to $sla_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
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triggerCustomAction('ticket_update', $ticket_id);
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flashAlert("SLA updated from <strong>$original_sla_name</strong> to <strong>$sla_name</strong>");
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redirect();
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}
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if (isset($_POST['edit_ticket_contact'])) {
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validateCSRFToken();
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@@ -1091,6 +1154,7 @@ if (isset($_POST['bulk_edit_ticket_priority'])) {
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// Update ticket & insert reply
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mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id");
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applyTicketSla($ticket_id);
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$session_name updated the priority from $current_ticket_priority to $priority', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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@@ -1208,10 +1272,11 @@ if (isset($_POST['bulk_merge_tickets'])) {
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// Update current ticket
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if (empty($ticket_first_response_at)) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
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setTicketFirstResponse($ticket_id);
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}
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number bulk merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_resolved_at = NOW(), ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
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setTicketResolutionSlaMet($ticket_id);
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// Update new parent ticket
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was bulk merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
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@@ -1286,11 +1351,12 @@ if (isset($_POST['bulk_resolve_tickets'])) {
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// Mark FR time if required
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if (empty($ticket_first_response_at)) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
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setTicketFirstResponse($ticket_id);
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}
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// Update ticket & insert reply
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
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setTicketResolutionSlaMet($ticket_id);
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$details', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '$ticket_reply_time_worked', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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@@ -1426,9 +1492,9 @@ if (isset($_POST['bulk_ticket_reply'])) {
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$client_uri = '';
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}
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// Mark FR time if required
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if (empty($ticket_first_response_at)) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
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// Mark FR time if required - internal notes don't count as a response
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if (empty($ticket_first_response_at) && $ticket_reply_type == 'Public') {
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setTicketFirstResponse($ticket_id);
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}
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// Add reply
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@@ -1451,6 +1517,7 @@ if (isset($_POST['bulk_ticket_reply'])) {
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// Resolve the ticket, if set
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if ($ticket_status == 4) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
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setTicketResolutionSlaMet($ticket_id);
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// Logging
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logAudit("Ticket", "Resolved", "$session_name resolved Ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
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@@ -1684,6 +1751,7 @@ if (isset($_POST['bulk_add_asset_ticket'])) {
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mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_category = $category_id, ticket_subject = '$subject_asset_prepended', ticket_details = '$details', ticket_priority = '$priority', ticket_billable = $billable, ticket_status = $ticket_status, ticket_asset_id = $asset_id, ticket_created_by = $session_user_id, ticket_assigned_to = $assigned_to, ticket_url_key = '$url_key', ticket_client_id = $client_id, ticket_project_id = $project_id");
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$ticket_id = mysqli_insert_id($mysqli);
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applyTicketSla($ticket_id);
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// Add Tasks
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if (!empty($_POST['tasks'])) {
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@@ -1769,6 +1837,7 @@ if (isset($_POST['add_ticket_reply'])) {
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// Resolve the ticket, if set
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if ($ticket_status == 4) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
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setTicketResolutionSlaMet($ticket_id);
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logAudit("Ticket", "Resolved", "$session_name resolved Ticket ticket ID $ticket_id", $client_id, $ticket_id);
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}
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@@ -1885,7 +1954,7 @@ if (isset($_POST['add_ticket_reply'])) {
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// Handle first response
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if (empty($ticket_first_response_at) && $ticket_reply_type == 'Public') {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
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setTicketFirstResponse($ticket_id);
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}
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// Custom action/notif handler
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@@ -2059,12 +2128,13 @@ if (isset($_POST['merge_ticket'])) {
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// Update current ticket
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if (empty($ticket_first_response_at)) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
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setTicketFirstResponse($ticket_id);
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}
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_resolved_at = NOW(), ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
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setTicketResolutionSlaMet($ticket_id);
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//Update new parent ticket
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
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@@ -2101,6 +2171,7 @@ if (isset($_POST['change_client_ticket'])) {
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// Update ticket client & contact
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mysqli_query($mysqli, "UPDATE tickets SET ticket_client_id = $client_id, ticket_contact_id = $contact_id WHERE ticket_id = $ticket_id LIMIT 1");
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applyTicketSla($ticket_id);
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logAudit("Ticket", "Change", "$session_name changed ticket client", $client_id, $ticket_id);
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@@ -2134,11 +2205,12 @@ if (isset($_GET['resolve_ticket'])) {
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// Mark FR
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if (empty($ticket_first_response_at)) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
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setTicketFirstResponse($ticket_id);
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}
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// Resolve
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
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setTicketResolutionSlaMet($ticket_id);
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logAudit("Ticket", "Resolved", "$session_name resolved ticket $ticket_prefix$ticket_number (ID: $ticket_id)", $client_id, $ticket_id);
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@@ -2239,6 +2311,7 @@ if (isset($_GET['close_ticket'])) {
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}
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
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setTicketResolutionSlaMet($ticket_id);
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket closed.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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@@ -2339,6 +2412,7 @@ if (isset($_GET['reopen_ticket'])) {
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}
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id");
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resetTicketResolutionSla($ticket_id);
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logAudit("Ticket", "Reopened", "$session_name reopened ticket ID $ticket_id", $client_id, $ticket_id);
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