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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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57
portal/portal_post.php
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@@ -12,7 +12,7 @@ if (isset($_POST['add_ticket'])) {
$client_id = intval($session_client_id);
$contact = intval($session_contact_id);
$subject = sanitizeInput($_POST['subject']);
$details = mysqli_real_escape_string($mysqli,($_POST['details']));
$details = mysqli_real_escape_string($mysqli, ($_POST['details']));
// Get settings from get_settings.php
$config_ticket_prefix = sanitizeInput($config_ticket_prefix);
@@ -21,6 +21,9 @@ if (isset($_POST['add_ticket'])) {
$config_base_url = sanitizeInput($config_base_url);
$config_ticket_new_ticket_notification_email = filter_var($config_ticket_new_ticket_notification_email, FILTER_VALIDATE_EMAIL);
//Generate a unique URL key for clients to access
$url_key = randomString(156);
// Ensure priority is low/med/high (as can be user defined)
if ($_POST['priority'] !== "Low" && $_POST['priority'] !== "Medium" && $_POST['priority'] !== "High") {
$priority = "Low";
@@ -33,7 +36,7 @@ if (isset($_POST['add_ticket'])) {
$new_config_ticket_next_number = $config_ticket_next_number + 1;
mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1");
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 1, ticket_created_by = 0, ticket_contact_id = $contact, ticket_client_id = $client_id");
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 1, ticket_created_by = 0, ticket_contact_id = $contact, ticket_url_key = '$url_key', ticket_client_id = $client_id");
$id = mysqli_insert_id($mysqli);
// Notify agent DL of the new ticket, if populated with a valid email
@@ -194,20 +197,66 @@ if (isset($_POST['add_ticket_feedback'])) {
}
if (isset($_GET['resolve_ticket'])) {
$ticket_id = intval($_GET['resolve_ticket']);
// Verify the contact has access to the provided ticket ID
if (verifyContactTicketAccess($ticket_id, "Open")) {
// Resolve the ticket
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id AND ticket_client_id = $session_client_id");
// Add reply
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket resolved by $session_contact_name.', ticket_reply_type = 'Client', ticket_reply_by = $session_contact_id, ticket_reply_ticket_id = $ticket_id");
//Logging
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Resolved', log_description = '$ticket_id resolved by client', log_ip = '$session_ip', log_user_agent = '$session_user_agent'");
header("Location: ticket.php?id=" . $ticket_id);
} else {
// The client does not have access to this ticket - send them home
header("Location: index.php");
exit();
}
}
if (isset($_GET['reopen_ticket'])) {
$ticket_id = intval($_GET['reopen_ticket']);
// Verify the contact has access to the provided ticket ID
if (verifyContactTicketAccess($ticket_id, "Open")) {
// Re-open ticket
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id AND ticket_client_id = $session_client_id");
// Add reply
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket reopened by $session_contact_name.', ticket_reply_type = 'Client', ticket_reply_by = $session_contact_id, ticket_reply_ticket_id = $ticket_id");
//Logging
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Replied', log_description = '$ticket_id reopened by client', log_ip = '$session_ip', log_user_agent = '$session_user_agent'");
header("Location: ticket.php?id=" . $ticket_id);
} else {
// The client does not have access to this ticket - send them home
header("Location: index.php");
exit();
}
}
if (isset($_GET['close_ticket'])) {
$ticket_id = intval($_GET['close_ticket']);
// Verify the contact has access to the provided ticket ID
if (verifyContactTicketAccess($ticket_id, "Open")) {
// Close ticket
// Fully close ticket
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW() WHERE ticket_id = $ticket_id AND ticket_client_id = $session_client_id");
// Add reply
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket closed by $session_contact_name.', ticket_reply_type = 'Client', ticket_reply_by = $session_contact_id, ticket_reply_ticket_id = $ticket_id");
//Logging
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Closed', log_description = '$ticket_id Closed by client', log_ip = '$session_ip', log_user_agent = '$session_user_agent'");
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Closed', log_description = '$ticket_id closed by client', log_ip = '$session_ip', log_user_agent = '$session_user_agent'");
header("Location: ticket.php?id=" . $ticket_id);
} else {