AS1024/itflow
1
0
Fork 0
mirror of https://github.com/itflow-org/itflow synced 2026-08-10 09:37:15 +00:00
Code Issues Packages Projects Releases Wiki Activity

do not update ticket status in history if it is the same

Browse Source
This commit is contained in:
johnnyq
2026-08-08 12:41:34 -04:00
parent 656aa95a4e
commit d484629ebc
4 changed files with 48 additions and 16 deletions
Download Patch File Download Diff File Expand all files Collapse all files

37
agent/post/ticket.php
View File

@@ -1510,7 +1510,7 @@ if (isset($_POST['bulk_ticket_reply'])) {
foreach ($_POST['ticket_ids'] as $ticket_id) {
$ticket_id = intval($ticket_id);
$sql = mysqli_query($mysqli, "SELECT ticket_client_id, ticket_first_response_at, ticket_number, ticket_prefix, ticket_priority,
$sql = mysqli_query($mysqli, "SELECT ticket_client_id, ticket_status, ticket_first_response_at, ticket_number, ticket_prefix, ticket_priority,
ticket_subject, ticket_url_key FROM tickets WHERE ticket_id = $ticket_id");
$row = mysqli_fetch_assoc($sql);
@@ -1521,6 +1521,7 @@ if (isset($_POST['bulk_ticket_reply'])) {
$url_key = escapeSql($row['ticket_url_key']);
$ticket_first_response_at = escapeSql($row['ticket_first_response_at']);
$client_id = intval($row['ticket_client_id']);
$original_ticket_status = intval($row['ticket_status']);
// Don't Enforce Client Access if Ticket doesn't have an assigned client
if ($client_id) {
@@ -1547,8 +1548,12 @@ if (isset($_POST['bulk_ticket_reply'])) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
$new_status_name = escapeSql(getTicketStatusName($ticket_status));
logTicketHistory($ticket_id, "$session_name set the status to $new_status_name");
// Only record a status change when the status actually changed - Resolved
// is left out because the resolve block below logs it
if ($ticket_status !== $original_ticket_status && $ticket_status != 4) {
$new_status_name = escapeSql(getTicketStatusName($ticket_status));
logTicketHistory($ticket_id, "$session_name set the status to $new_status_name");
}
logAudit("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id);
@@ -1559,8 +1564,9 @@ if (isset($_POST['bulk_ticket_reply'])) {
triggerCustomAction('reply_reply_agent_public', $ticket_id);
}
// Resolve the ticket, if set
if ($ticket_status == 4) {
// Resolve the ticket, if it is actually moving into Resolved - a bulk reply
// on an already-resolved ticket must not restamp resolved_at
if ($ticket_status == 4 && $original_ticket_status != 4) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
setTicketResolutionSlaMet($ticket_id);
@@ -1834,7 +1840,10 @@ if (isset($_POST['add_ticket_reply'])) {
$ticket_reply = $_POST['ticket_reply']; // Reply is SQL escaped below
$ticket_status = intval($_POST['status']);
$client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
// Read the ticket as it stands before the reply changes anything
$original_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT ticket_client_id, ticket_status FROM tickets WHERE ticket_id = $ticket_id"));
$client_id = intval($original_row['ticket_client_id'] ?? 0);
$original_ticket_status = intval($original_row['ticket_status'] ?? 0);
// Don't Enforce Client Access if Ticket doesn't have an assigned client
if ($client_id) {
@@ -1869,8 +1878,9 @@ if (isset($_POST['add_ticket_reply'])) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $ticket_status, ticket_updated_at = NOW() WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
// Resolve the ticket, if set
if ($ticket_status == 4) {
// Resolve the ticket, if it is actually moving into Resolved - replying on an
// already-resolved ticket must not restamp resolved_at or re-log the resolve
if ($ticket_status == 4 && $original_ticket_status != 4) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
setTicketResolutionSlaMet($ticket_id);
@@ -2030,8 +2040,15 @@ if (isset($_POST['add_ticket_reply'])) {
flashAlert("Stored on the ticket but too large to email: <strong>" . implode(', ', $skipped_names) . "</strong>", 'error');
}
$new_status_name = escapeSql(getTicketStatusName($ticket_status));
logTicketHistory($ticket_id, "$session_name set the status to $new_status_name");
/*
* The reply form preselects the ticket's current status, so most replies post
* it straight back - only record a status change when it actually changed.
* Resolved is left out because the resolve block above already logged it
*/
if ($ticket_status !== $original_ticket_status && $ticket_status != 4) {
$new_status_name = escapeSql(getTicketStatusName($ticket_status));
logTicketHistory($ticket_id, "$session_name set the status to $new_status_name");
}
logAudit("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id);

13
api/v1/ticket_replies/create.php
View File

@@ -70,6 +70,7 @@ if (!empty($ticket_id) && !empty($reply)) {
$ticket_url_key = escapeSql($ticket_row['ticket_url_key']);
$ticket_first_response_at = escapeSql($ticket_row['ticket_first_response_at']);
$client_id = intval($ticket_row['ticket_client_id']);
$original_ticket_status = intval($ticket_row['ticket_status']);
// Mark first response time if required - internal notes don't count as a response
if (empty($ticket_first_response_at) && $reply_type == 'Public') {
@@ -87,11 +88,15 @@ if (!empty($ticket_id) && !empty($reply)) {
if (!empty($reply_ticket_status)) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $reply_ticket_status WHERE ticket_id = $ticket_id LIMIT 1");
$new_status_name = escapeSql(getTicketStatusName($reply_ticket_status));
logTicketHistory($ticket_id, "Status set to $new_status_name via the API ($api_key_name)");
// Only record a status change when the status actually changed -
// Resolved is left out because the resolve block below logs it
if ($reply_ticket_status !== $original_ticket_status && $reply_ticket_status != 4) {
$new_status_name = escapeSql(getTicketStatusName($reply_ticket_status));
logTicketHistory($ticket_id, "Status set to $new_status_name via the API ($api_key_name)");
}
// Resolve the ticket, if set
if ($reply_ticket_status == 4) {
// Resolve the ticket, if it is actually moving into Resolved
if ($reply_ticket_status == 4 && $original_ticket_status != 4) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id AND ticket_resolved_at IS NULL LIMIT 1");
setTicketResolutionSlaMet($ticket_id);

9
client/post.php
View File

@@ -105,9 +105,16 @@ if (isset($_POST['add_ticket_comment'])) {
$ticket_reply_id = mysqli_insert_id($mysqli);
// Update Ticket Last Response Field & set ticket to open as client has replied
$original_row = mysqli_fetch_assoc(mysqli_query($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 = $session_client_id LIMIT 1");
syncTicketSlaClock($ticket_id);
logTicketHistory($ticket_id, "$session_contact_name replied from the client portal, reopening the ticket");
// Only record the reopen when the ticket was not already open
if ($original_ticket_status !== 2) {
logTicketHistory($ticket_id, "$session_contact_name replied from the client portal, reopening the ticket");
}
// Get ticket details & Notify the assigned tech (if any)

5
cron/ticket_email_parser.php
View File

@@ -356,7 +356,10 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
resetTicketResolutionSla($ticket_id);
logTicketHistory($ticket_id, "$from_email_esc replied by email, reopening the ticket");
// Only record the reopen when the ticket was not already open
if (intval($ticket_status) !== 2) {
logTicketHistory($ticket_id, "$from_email_esc replied by email, reopening the ticket");
}
logAudit("Ticket", "Edit", "Email parser: Client contact $from_email_esc updated ticket $config_ticket_prefix$ticket_number_esc ($subject)", $client_id, $ticket_id);
triggerCustomAction('ticket_reply_client', $ticket_id);