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

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johnnyq
2026-08-08 12:41:34 -04:00
parent 656aa95a4e
commit d484629ebc
4 changed files with 48 additions and 16 deletions
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37
agent/post/ticket.php
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@@ -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);