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Ticketing updates - guest view & resolved vs closed

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- Swap autclose for resolved to allow temporarily re-opening resolved tickets for 72 hrs after closure
- Add guest view URL for tickets
This commit is contained in:
wrongecho
2024-08-17 23:24:15 +01:00
parent d9316233bb
commit d80334a7cf
24 changed files with 738 additions and 204 deletions
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95
cron.php
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@@ -51,7 +51,6 @@ $config_ticket_prefix = sanitizeInput($row['config_ticket_prefix']);
$config_ticket_from_name = sanitizeInput($row['config_ticket_from_name']);
$config_ticket_from_email = sanitizeInput($row['config_ticket_from_email']);
$config_ticket_client_general_notifications = intval($row['config_ticket_client_general_notifications']);
$config_ticket_autoclose = intval($row['config_ticket_autoclose']);
$config_ticket_autoclose_hours = intval($row['config_ticket_autoclose_hours']);
$config_ticket_new_ticket_notification_email = sanitizeInput($row['config_ticket_new_ticket_notification_email']);
@@ -380,86 +379,32 @@ if (mysqli_num_rows($sql_scheduled_tickets) > 0) {
//mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created sent out recurring tickets'");
// AUTO CLOSE TICKET - CLOSE
// Automatically silently closes tickets 22 hrs after the last chase
// TICKET RESOLUTION/CLOSURE PROCESS
// Changes tickets status from 'Resolved' >> 'Closed' after a defined interval
// Check to make sure auto-close is enabled
if ($config_ticket_autoclose == 1) {
$sql_tickets_to_chase = mysqli_query(
$mysqli,
"SELECT * FROM tickets
WHERE ticket_status = 4
AND ticket_updated_at < NOW() - INTERVAL $config_ticket_autoclose_hours HOUR"
);
$sql_resolved_tickets_to_close = mysqli_query(
$mysqli,
"SELECT * FROM tickets
WHERE ticket_status = 4
AND ticket_updated_at < NOW() - INTERVAL $config_ticket_autoclose_hours HOUR"
);
while ($row = mysqli_fetch_array($sql_tickets_to_chase)) {
while ($row = mysqli_fetch_array($sql_resolved_tickets_to_close)) {
$ticket_id = $row['ticket_id'];
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
$ticket_number = intval($row['ticket_number']);
$ticket_subject = sanitizeInput($row['ticket_subject']);
$ticket_status = sanitizeInput($row['ticket_status']);
$ticket_assigned_to = sanitizeInput($row['ticket_assigned_to']);
$client_id = intval($row['ticket_client_id']);
$ticket_id = $row['ticket_id'];
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
$ticket_number = intval($row['ticket_number']);
$ticket_subject = sanitizeInput($row['ticket_subject']);
$ticket_status = sanitizeInput($row['ticket_status']);
$ticket_assigned_to = sanitizeInput($row['ticket_assigned_to']);
$client_id = intval($row['ticket_client_id']);
mysqli_query($mysqli,"UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW(), ticket_closed_by = $ticket_assigned_to WHERE ticket_id = $ticket_id");
mysqli_query($mysqli,"UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW(), ticket_closed_by = $ticket_assigned_to WHERE ticket_id = $ticket_id");
//Logging
mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Closed', log_description = '$ticket_prefix$ticket_number auto closed', log_entity_id = $ticket_id");
//Logging
mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Closed', log_description = '$ticket_prefix$ticket_number auto closed', log_entity_id = $ticket_id");
}
// AUTO CLOSE TICKETS - CHASE
// Automatically sends a chaser email after approx 48 hrs/2 days
$sql_tickets_to_chase = mysqli_query(
$mysqli,
"SELECT contact_name, contact_email, ticket_id, ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_client_id FROM tickets
LEFT JOIN clients ON ticket_client_id = client_id
LEFT JOIN contacts ON ticket_contact_id = contact_id
WHERE ticket_status = 4
AND ticket_updated_at < NOW() - INTERVAL 48 HOUR"
);
while ($row = mysqli_fetch_array($sql_tickets_to_chase)) {
$contact_name = sanitizeInput($row['contact_name']);
$contact_email = sanitizeInput($row['contact_email']);
$ticket_id = intval($row['ticket_id']);
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
$ticket_number = intval($row['ticket_number']);
$ticket_subject = sanitizeInput($row['ticket_subject']);
$ticket_status = sanitizeInput( getTicketStatusName($row['ticket_status']));
$client_id = intval($row['ticket_client_id']);
$sql_ticket_reply = mysqli_query($mysqli, "SELECT ticket_reply FROM ticket_replies WHERE ticket_reply_type = 'Public' AND ticket_reply_ticket_id = $ticket_id ORDER BY ticket_reply_created_at DESC LIMIT 1");
$ticket_reply_row = mysqli_fetch_array($sql_ticket_reply);
$ticket_reply = $ticket_reply_row['ticket_reply'];
$subject = "Ticket pending closure - [$ticket_prefix$ticket_number] - $ticket_subject";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>This is an automatic friendly reminder that your ticket regarding \"$ticket_subject\" will be closed, unless you respond.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>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. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status <br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$data = [
[
'from' => $config_ticket_from_email,
'from_name' => $config_ticket_from_name,
'recipient' => $contact_email,
'recipient_name' => $contact_name,
'subject' => $subject,
'body' => $body
]
];
$mail = addToMailQueue($mysqli, $data);
if ($mail !== true) {
mysqli_query($mysqli,"INSERT INTO notifications SET notification_type = 'Mail', notification = 'Failed to send email to $contact_email'");
mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Failed to send email to $contact_email regarding $subject. $mail'");
}
mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket Reply', log_action = 'Create', log_description = 'Auto close chaser email sent to $contact_email for ticket $ticket_prefix$ticket_number - $ticket_subject', log_client_id = $client_id");
}
//TODO: Add client notifs if $config_ticket_client_general_notifications is on
}
if ($config_send_invoice_reminders == 1) {