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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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9
cron_ticket_email_parser.php
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@@ -95,7 +95,10 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
$contact_email_esc = mysqli_real_escape_string($mysqli, $contact_email);
$client_id_esc = intval($client_id);
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$ticket_prefix_esc', ticket_number = $ticket_number, ticket_subject = '$subject_esc', ticket_details = '$message_esc', ticket_priority = 'Low', ticket_status = 1, ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id_esc");
//Generate a unique URL key for clients to access
$url_key = randomString(156);
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$ticket_prefix_esc', ticket_number = $ticket_number, ticket_subject = '$subject_esc', ticket_details = '$message_esc', ticket_priority = 'Low', ticket_status = 1, ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_url_key = '$url_key', ticket_client_id = $client_id_esc");
$id = mysqli_insert_id($mysqli);
echo "Created new ticket.<br>";
@@ -213,7 +216,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = 'Email parser: $from_email attempted to re-open ticket $config_ticket_prefix_esc$ticket_number_esc (ID $ticket_id_esc) - check inbox manually to see email', notification_action = 'ticket.php?ticket_id=$ticket_id_esc', notification_client_id = $client_id_esc");
$email_subject = "Action required: This ticket is already closed";
$email_body = "Hi there, <br><br>You've tried to reply to a ticket that is closed - we won't see your response. <br><br>Please raise a new ticket by sending a fresh e-mail to our support address below. <br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$email_body = "Hi there, <br><br>You've tried to reply to a ticket that is closed - we won't see your response. <br><br>Please raise a new ticket by sending a new e-mail to our support address below. <br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$data = [
[
@@ -301,7 +304,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
}
}
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2 WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
echo "Updated existing ticket.<br>";
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Update', log_description = 'Email parser: Client contact $from_email_esc updated ticket $config_ticket_prefix$ticket_number_esc ($subject)', log_client_id = $client_id");