mirror of https://github.com/itflow-org/itflow
Ticketing updates - guest view & resolved vs closed
- 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
parent
d9316233bb
commit
d80334a7cf
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@ -9,11 +9,11 @@ require_once "inc_all_client.php";
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if (isset($_GET['status']) && ($_GET['status']) == 'Closed') {
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$status = 'Closed';
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$ticket_status_snippet = "ticket_closed_at IS NOT NULL";
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$ticket_status_snippet = "ticket_resolved_at IS NOT NULL";
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} else {
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// Default - Show open tickets
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$status = 'Open';
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$ticket_status_snippet = "ticket_closed_at IS NULL";
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$ticket_status_snippet = "ticket_resolved_at IS NULL";
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}
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if (isset($_GET['billable']) && ($_GET['billable']) == '1') {
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@ -49,12 +49,12 @@ $sql = mysqli_query(
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$num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()"));
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//Get Total tickets open
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$sql_total_tickets_open = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_open FROM tickets WHERE ticket_client_id = $client_id AND ticket_closed_at IS NULL");
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$sql_total_tickets_open = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_open FROM tickets WHERE ticket_client_id = $client_id AND ticket_resolved_at IS NULL");
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$row = mysqli_fetch_array($sql_total_tickets_open);
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$total_tickets_open = intval($row['total_tickets_open']);
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//Get Total tickets closed
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$sql_total_tickets_closed = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_closed FROM tickets WHERE ticket_client_id = $client_id AND ticket_closed_at IS NOT NULL");
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$sql_total_tickets_closed = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_closed FROM tickets WHERE ticket_client_id = $client_id AND ticket_resolved_at IS NOT NULL");
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$row = mysqli_fetch_array($sql_total_tickets_closed);
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$total_tickets_closed = intval($row['total_tickets_closed']);
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@ -215,7 +215,7 @@ $total_tickets_closed = intval($row['total_tickets_closed']);
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?>
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<tr class="<?php if(empty($ticket_reply_created_at)) { echo "text-bold"; }?> <?php if ($ticket_reply_type == "Client") { echo "table-warning"; } ?>">
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<tr class="<?php if(empty($ticket_reply_created_at)) { echo "text-bold"; }?> <?php if (empty($ticket_closed_at) && $ticket_reply_type == "Client") { echo "table-warning"; } ?>">
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<!-- Ticket Number -->
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<td>
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@ -263,8 +263,10 @@ $total_tickets_closed = intval($row['total_tickets_closed']);
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<!-- Ticket Last Response -->
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<td>
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<?php if (!empty($ticket_reply_created_at)) { ?>
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<div title="<?php echo $ticket_reply_created_at; ?>"><?php echo $ticket_reply_created_at_time_ago; ?></div>
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<div><?php echo $ticket_reply_by_display; ?></div>
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<?php } ?>
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</td>
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<!-- Ticket Created At -->
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65
cron.php
65
cron.php
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@ -51,7 +51,6 @@ $config_ticket_prefix = sanitizeInput($row['config_ticket_prefix']);
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$config_ticket_from_name = sanitizeInput($row['config_ticket_from_name']);
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$config_ticket_from_email = sanitizeInput($row['config_ticket_from_email']);
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$config_ticket_client_general_notifications = intval($row['config_ticket_client_general_notifications']);
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$config_ticket_autoclose = intval($row['config_ticket_autoclose']);
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$config_ticket_autoclose_hours = intval($row['config_ticket_autoclose_hours']);
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$config_ticket_new_ticket_notification_email = sanitizeInput($row['config_ticket_new_ticket_notification_email']);
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@ -380,19 +379,17 @@ if (mysqli_num_rows($sql_scheduled_tickets) > 0) {
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//mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created sent out recurring tickets'");
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// AUTO CLOSE TICKET - CLOSE
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// Automatically silently closes tickets 22 hrs after the last chase
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// TICKET RESOLUTION/CLOSURE PROCESS
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// Changes tickets status from 'Resolved' >> 'Closed' after a defined interval
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// Check to make sure auto-close is enabled
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if ($config_ticket_autoclose == 1) {
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$sql_tickets_to_chase = mysqli_query(
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$sql_resolved_tickets_to_close = mysqli_query(
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$mysqli,
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"SELECT * FROM tickets
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WHERE ticket_status = 4
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AND ticket_updated_at < NOW() - INTERVAL $config_ticket_autoclose_hours HOUR"
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);
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while ($row = mysqli_fetch_array($sql_tickets_to_chase)) {
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while ($row = mysqli_fetch_array($sql_resolved_tickets_to_close)) {
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$ticket_id = $row['ticket_id'];
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$ticket_prefix = sanitizeInput($row['ticket_prefix']);
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@ -407,59 +404,7 @@ if ($config_ticket_autoclose == 1) {
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//Logging
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mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Closed', log_description = '$ticket_prefix$ticket_number auto closed', log_entity_id = $ticket_id");
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}
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// AUTO CLOSE TICKETS - CHASE
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// Automatically sends a chaser email after approx 48 hrs/2 days
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$sql_tickets_to_chase = mysqli_query(
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$mysqli,
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"SELECT contact_name, contact_email, ticket_id, ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_client_id FROM tickets
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LEFT JOIN clients ON ticket_client_id = client_id
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LEFT JOIN contacts ON ticket_contact_id = contact_id
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WHERE ticket_status = 4
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AND ticket_updated_at < NOW() - INTERVAL 48 HOUR"
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);
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while ($row = mysqli_fetch_array($sql_tickets_to_chase)) {
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$contact_name = sanitizeInput($row['contact_name']);
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$contact_email = sanitizeInput($row['contact_email']);
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$ticket_id = intval($row['ticket_id']);
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$ticket_prefix = sanitizeInput($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$ticket_subject = sanitizeInput($row['ticket_subject']);
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$ticket_status = sanitizeInput( getTicketStatusName($row['ticket_status']));
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$client_id = intval($row['ticket_client_id']);
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$sql_ticket_reply = mysqli_query($mysqli, "SELECT ticket_reply FROM ticket_replies WHERE ticket_reply_type = 'Public' AND ticket_reply_ticket_id = $ticket_id ORDER BY ticket_reply_created_at DESC LIMIT 1");
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$ticket_reply_row = mysqli_fetch_array($sql_ticket_reply);
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$ticket_reply = $ticket_reply_row['ticket_reply'];
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$subject = "Ticket pending closure - [$ticket_prefix$ticket_number] - $ticket_subject";
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$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";
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$data = [
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[
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'from' => $config_ticket_from_email,
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'from_name' => $config_ticket_from_name,
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'recipient' => $contact_email,
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'recipient_name' => $contact_name,
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'subject' => $subject,
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'body' => $body
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]
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];
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$mail = addToMailQueue($mysqli, $data);
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if ($mail !== true) {
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mysqli_query($mysqli,"INSERT INTO notifications SET notification_type = 'Mail', notification = 'Failed to send email to $contact_email'");
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mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Failed to send email to $contact_email regarding $subject. $mail'");
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}
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mysqli_query($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");
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}
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//TODO: Add client notifs if $config_ticket_client_general_notifications is on
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}
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if ($config_send_invoice_reminders == 1) {
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@ -95,7 +95,10 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
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$contact_email_esc = mysqli_real_escape_string($mysqli, $contact_email);
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$client_id_esc = intval($client_id);
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mysqli_query($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 = $client_id_esc");
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//Generate a unique URL key for clients to access
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$url_key = randomString(156);
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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 = $client_id_esc");
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$id = mysqli_insert_id($mysqli);
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echo "Created new ticket.<br>";
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@ -213,7 +216,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
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mysqli_query($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 = $client_id_esc");
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$email_subject = "Action required: This ticket is already closed";
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$email_body = "Hi there, <br><br>You've tried to reply to a ticket that is closed - we won't see your response. <br><br>Please raise a new ticket by sending a fresh e-mail to our support address below. <br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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$email_body = "Hi there, <br><br>You've tried to reply to a ticket that is closed - we won't see your response. <br><br>Please raise a new ticket by sending a new e-mail to our support address below. <br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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$data = [
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[
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@ -301,7 +304,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
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}
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}
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2 WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
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echo "Updated existing ticket.<br>";
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mysqli_query($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 = $client_id");
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@ -2084,16 +2084,52 @@ if (LATEST_DATABASE_VERSION > CURRENT_DATABASE_VERSION) {
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mysqli_query($mysqli, "UPDATE `settings` SET `config_current_database_version` = '1.4.2'");
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}
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// if (CURRENT_DATABASE_VERSION == '1.4.2') {
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if (CURRENT_DATABASE_VERSION == '1.4.2') {
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mysqli_query($mysqli, "ALTER TABLE `settings` ADD `config_ticket_email_parse_unknown_senders` INT(1) NOT NULL DEFAULT '0' AFTER `config_ticket_email_parse`");
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mysqli_query($mysqli, "UPDATE `settings` SET `config_current_database_version` = '1.4.3'");
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// }
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}
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// if (CURRENT_DATABASE_VERSION == '1.4.3') {
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// // Insert queries here required to update to DB version 1.4.4
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if (CURRENT_DATABASE_VERSION == '1.4.3') {
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// Add ticket URL key column
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mysqli_query($mysqli, "ALTER TABLE `tickets` ADD `ticket_url_key` VARCHAR(200) DEFAULT NULL AFTER `ticket_feedback`");
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// Populate pre-existing columns for open tickets
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$sql_tickets_1 = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE tickets.ticket_closed_at IS NULL");
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foreach ($sql_tickets_1 as $row) {
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$ticket_id = intval($row['ticket_id']);
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$url_key = randomString(156);
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mysqli_query($mysqli, "UPDATE tickets SET ticket_url_key = '$url_key' WHERE ticket_id = '$ticket_id'");
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}
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// Add ticket resolved at column
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mysqli_query($mysqli, "ALTER TABLE `tickets` ADD `ticket_resolved_at` DATETIME DEFAULT NULL AFTER `ticket_updated_at`");
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// Populate pre-existing columns for closed tickets
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$sql_tickets_2 = mysqli_query($mysqli, "SELECT ticket_id, ticket_updated_at, ticket_closed_at FROM tickets WHERE tickets.ticket_closed_at IS NOT NULL");
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foreach ($sql_tickets_2 as $row) {
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$ticket_id = intval($row['ticket_id']);
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$ticket_updated_at = sanitizeInput($row['ticket_updated_at']); // To keep old updated_at time
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$ticket_closed_at = sanitizeInput($row['ticket_closed_at']);
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mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = '$ticket_closed_at', ticket_updated_at = '$ticket_updated_at' WHERE ticket_id = '$ticket_id'");
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}
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// Change ticket status 'Auto close' to 'Resolved'
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mysqli_query($mysqli, "UPDATE `ticket_statuses` SET `ticket_status_name` = 'Resolved' WHERE `ticket_statuses`.`ticket_status_id` = 4");
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// Auto-close is no longer optional
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mysqli_query($mysqli, "ALTER TABLE `settings` DROP `config_ticket_autoclose`");
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mysqli_query($mysqli, "UPDATE `settings` SET `config_ticket_autoclose_hours` = '72'");
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// DB Version
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mysqli_query($mysqli, "UPDATE `settings` SET `config_current_database_version` = '1.4.4'");
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}
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// if (CURRENT_DATABASE_VERSION == '1.4.4') {
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// // Insert queries here required to update to DB version 1.4.5
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// // Then, update the database to the next sequential version
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// mysqli_query($mysqli, "UPDATE `settings` SET `config_current_database_version` = '1.4.4'");
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// mysqli_query($mysqli, "UPDATE `settings` SET `config_current_database_version` = '1.4.5'");
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// }
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} else {
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@ -5,4 +5,4 @@
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* It is used in conjunction with database_updates.php
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*/
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DEFINE("LATEST_DATABASE_VERSION", "1.4.3");
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DEFINE("LATEST_DATABASE_VERSION", "1.4.4");
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3
db.sql
3
db.sql
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@ -1469,7 +1469,6 @@ CREATE TABLE `settings` (
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`config_ticket_email_parse` tinyint(1) NOT NULL DEFAULT 0,
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`config_ticket_email_parse_unknown_senders` tinyint(1) NOT NULL DEFAULT 0,
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`config_ticket_client_general_notifications` tinyint(1) NOT NULL DEFAULT 1,
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`config_ticket_autoclose` tinyint(1) NOT NULL DEFAULT 0,
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`config_ticket_autoclose_hours` int(5) NOT NULL DEFAULT 72,
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`config_ticket_new_ticket_notification_email` varchar(200) DEFAULT NULL,
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`config_ticket_default_billable` tinyint(1) NOT NULL DEFAULT 0,
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@ -1846,8 +1845,10 @@ CREATE TABLE `tickets` (
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`ticket_onsite` tinyint(1) NOT NULL DEFAULT 0,
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`ticket_vendor_ticket_number` varchar(255) DEFAULT NULL,
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`ticket_feedback` varchar(200) DEFAULT NULL,
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`ticket_url_key` varchar(200) DEFAULT NULL,
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`ticket_created_at` datetime NOT NULL DEFAULT current_timestamp(),
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`ticket_updated_at` datetime DEFAULT NULL ON UPDATE current_timestamp(),
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`ticket_resolved_at` datetime DEFAULT NULL,
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`ticket_archived_at` datetime DEFAULT NULL,
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`ticket_closed_at` datetime DEFAULT NULL,
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`ticket_created_by` int(11) NOT NULL,
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@ -738,6 +738,10 @@ function sanitizeForEmail($data)
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function timeAgo($datetime)
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{
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if (is_null($datetime)) {
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return "-";
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}
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$time = strtotime($datetime);
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$difference = $time - time(); // Changed to handle future dates
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@ -70,7 +70,6 @@ $config_ticket_from_email = $row['config_ticket_from_email'];
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$config_ticket_email_parse = intval($row['config_ticket_email_parse']);
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$config_ticket_email_parse_unknown_senders = intval($row['config_ticket_email_parse_unknown_senders']);
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$config_ticket_client_general_notifications = intval($row['config_ticket_client_general_notifications']);
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$config_ticket_autoclose = intval($row['config_ticket_autoclose']);
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$config_ticket_autoclose_hours = intval($row['config_ticket_autoclose_hours']);
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$config_ticket_new_ticket_notification_email = $row['config_ticket_new_ticket_notification_email'];
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$config_ticket_default_billable = intval($row['config_ticket_default_billable']);
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@ -55,3 +55,83 @@ if (isset($_GET['decline_quote'], $_GET['url_key'])) {
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}
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if (isset($_GET['reopen_ticket'], $_GET['url_key'])) {
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$ticket_id = intval($_GET['ticket_id']);
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$url_key = sanitizeInput($_GET['url_key']);
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$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id AND ticket_url_key = '$url_key' AND ticket_resolved_at IS NOT NULL and ticket_closed_at IS NULL");
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if (mysqli_num_rows($sql) == 1) {
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// Update the ticket
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id AND ticket_url_key = '$url_key'");
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// Add reply
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket reopened by client (guest URL).', ticket_reply_type = 'Internal', ticket_reply_by = 0, ticket_reply_ticket_id = $ticket_id");
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//Logging
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mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Replied', log_description = '$ticket_id reopened by client (guest)', log_ip = '$session_ip', log_user_agent = '$session_user_agent'");
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$_SESSION['alert_message'] = "Ticket reopened";
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header("Location: " . $_SERVER["HTTP_REFERER"]);
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} else {
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echo "Invalid!!";
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}
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}
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if (isset($_GET['close_ticket'], $_GET['url_key'])) {
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$ticket_id = intval($_GET['ticket_id']);
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$url_key = sanitizeInput($_GET['url_key']);
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|
||||
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id AND ticket_url_key = '$url_key' AND ticket_resolved_at IS NOT NULL and ticket_closed_at IS NULL");
|
||||
|
||||
if (mysqli_num_rows($sql) == 1) {
|
||||
|
||||
// Update the ticket
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW() WHERE ticket_id = $ticket_id AND ticket_url_key = '$url_key'");
|
||||
|
||||
// Add reply
|
||||
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket closed by client (guest URL).', ticket_reply_type = 'Internal', ticket_reply_by = 0, ticket_reply_ticket_id = $ticket_id");
|
||||
|
||||
//Logging
|
||||
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Replied', log_description = '$ticket_id closed by client (guest)', log_ip = '$session_ip', log_user_agent = '$session_user_agent'");
|
||||
|
||||
$_SESSION['alert_message'] = "Ticket closed";
|
||||
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
||||
|
||||
} else {
|
||||
echo "Invalid!!";
|
||||
}
|
||||
|
||||
}
|
||||
|
||||
if (isset($_GET['add_ticket_feedback'], $_GET['url_key'])) {
|
||||
|
||||
$ticket_id = intval($_GET['ticket_id']);
|
||||
$url_key = sanitizeInput($_GET['url_key']);
|
||||
$feedback = sanitizeInput($_GET['feedback']);
|
||||
|
||||
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id AND ticket_url_key = '$url_key' AND ticket_closed_at IS NOT NULL");
|
||||
|
||||
if (mysqli_num_rows($sql) == 1) {
|
||||
|
||||
// Add feedback
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_feedback = '$feedback' WHERE ticket_id = $ticket_id AND ticket_url_key = '$url_key'");
|
||||
|
||||
// Notify on bad feedback
|
||||
if ($feedback == "Bad") {
|
||||
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Feedback', notification = 'Guest rated ticket ID $ticket_id as bad'");
|
||||
}
|
||||
|
||||
$_SESSION['alert_message'] = "Feedback recorded - thank you";
|
||||
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
||||
|
||||
} else {
|
||||
echo "Invalid!!";
|
||||
}
|
||||
|
||||
}
|
||||
|
|
|
|||
|
|
@ -0,0 +1,220 @@
|
|||
<?php
|
||||
|
||||
require_once "guest_header.php";
|
||||
|
||||
//Initialize the HTML Purifier to prevent XSS
|
||||
require "plugins/htmlpurifier/HTMLPurifier.standalone.php";
|
||||
|
||||
$purifier_config = HTMLPurifier_Config::createDefault();
|
||||
$purifier_config->set('URI.AllowedSchemes', ['data' => true, 'src' => true, 'http' => true, 'https' => true]);
|
||||
$purifier = new HTMLPurifier($purifier_config);
|
||||
|
||||
if (!isset($_GET['ticket_id'], $_GET['url_key'])) {
|
||||
echo "<br><h2>Oops, something went wrong! Please raise a ticket if you believe this is an error.</h2>";
|
||||
require_once "guest_footer.php";
|
||||
exit();
|
||||
}
|
||||
|
||||
// Company info
|
||||
$company_sql_row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT company_phone, company_website FROM companies, settings WHERE companies.company_id = settings.company_id AND companies.company_id = 1"));
|
||||
$company_phone = formatPhoneNumber($company_sql_row['company_phone']);
|
||||
$company_website = nullable_htmlentities($company_sql_row['company_website']);
|
||||
|
||||
$url_key = sanitizeInput($_GET['url_key']);
|
||||
$ticket_id = intval($_GET['ticket_id']);
|
||||
|
||||
$ticket_sql = mysqli_query($mysqli,
|
||||
"SELECT * FROM tickets
|
||||
LEFT JOIN users on ticket_assigned_to = user_id
|
||||
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
||||
WHERE ticket_id = $ticket_id AND ticket_url_key = '$url_key'"
|
||||
);
|
||||
|
||||
if (mysqli_num_rows($ticket_sql) !== 1) {
|
||||
// Invalid invoice/key
|
||||
echo "<br><h2>Oops, something went wrong! Please raise a ticket if you believe this is an error.</h2>";
|
||||
require_once "guest_footer.php";
|
||||
|
||||
exit();
|
||||
}
|
||||
|
||||
$ticket_row = mysqli_fetch_array($ticket_sql);
|
||||
|
||||
if ($ticket_row) {
|
||||
|
||||
$ticket_prefix = nullable_htmlentities($ticket_row['ticket_prefix']);
|
||||
$ticket_number = intval($ticket_row['ticket_number']);
|
||||
$ticket_status = nullable_htmlentities($ticket_row['ticket_status_name']);
|
||||
$ticket_priority = nullable_htmlentities($ticket_row['ticket_priority']);
|
||||
$ticket_subject = nullable_htmlentities($ticket_row['ticket_subject']);
|
||||
$ticket_details = $purifier->purify($ticket_row['ticket_details']);
|
||||
$ticket_assigned_to = nullable_htmlentities($ticket_row['user_name']);
|
||||
$ticket_resolved_at = nullable_htmlentities($ticket_row['ticket_resolved_at']);
|
||||
$ticket_closed_at = nullable_htmlentities($ticket_row['ticket_closed_at']);
|
||||
$ticket_feedback = nullable_htmlentities($ticket_row['ticket_feedback']);
|
||||
|
||||
?>
|
||||
|
||||
<ol class="breadcrumb d-print-none">
|
||||
<li class="breadcrumb-item">
|
||||
<a href="portal/index.php">Portal Home</a>
|
||||
</li>
|
||||
<li class="breadcrumb-item">
|
||||
<a href="portal/tickets.php">Tickets</a>
|
||||
</li>
|
||||
<li class="breadcrumb-item active">Ticket <?php echo $ticket_prefix . $ticket_number; ?></li>
|
||||
</ol>
|
||||
|
||||
<div class="card">
|
||||
<div class="card-header bg-dark text-center">
|
||||
<h4 class="mt-1">
|
||||
Ticket <?php echo $ticket_prefix, $ticket_number ?>
|
||||
</h4>
|
||||
</div>
|
||||
|
||||
<div class="card-body prettyContent">
|
||||
<h5><strong>Subject:</strong> <?php echo $ticket_subject ?></h5>
|
||||
<hr>
|
||||
<p>
|
||||
<strong>State:</strong> <?php echo $ticket_status ?>
|
||||
<br>
|
||||
<strong>Priority:</strong> <?php echo $ticket_priority ?>
|
||||
<br>
|
||||
<?php if (empty($ticket_closed_at)) { ?>
|
||||
<strong>Assigned to: </strong> <?php echo $ticket_assigned_to ?>
|
||||
<?php } ?>
|
||||
</p>
|
||||
<?php echo $ticket_details ?>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<hr>
|
||||
|
||||
<!-- Either show the reply comments box, option to re-open ticket, show ticket smiley feedback or thanks for feedback -->
|
||||
|
||||
<?php if (empty($ticket_resolved_at)) { ?>
|
||||
<!-- Reply - guest users should email or login so we know exactly who replied -->
|
||||
<h6><i>Please <a href="portal">log in</a> or reply to the ticket via email to respond</i></h6>
|
||||
|
||||
<?php } elseif (empty($ticket_closed_at)) { ?>
|
||||
<!-- Re-open -->
|
||||
|
||||
<h4>Your ticket has been resolved</h4>
|
||||
|
||||
<div class="col-4">
|
||||
<div class="row">
|
||||
<div class="col">
|
||||
<a href="guest_post.php?reopen_ticket&ticket_id=<?php echo $ticket_id; ?>&url_key=<?php echo $url_key ?>" class="btn btn-secondary btn-lg"><i class="fas fa-fw fa-redo text-white"></i> Reopen ticket</a>
|
||||
</div>
|
||||
|
||||
<div class="col">
|
||||
<a href="guest_post.php?close_ticket=&ticket_id=<?php echo $ticket_id; ?>&url_key=<?php echo $url_key ?>" class="btn btn-success btn-lg"><i class="fas fa-fw fa-gavel text-white"></i> Close ticket</a>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
<br>
|
||||
|
||||
<?php } elseif (empty($ticket_feedback)) { ?>
|
||||
|
||||
<h4>Ticket closed. Please rate your ticket</h4>
|
||||
|
||||
<div class="col-4">
|
||||
<div class="row">
|
||||
<div class="col">
|
||||
<a href="guest_post.php?add_ticket_feedback&ticket_id=<?php echo $ticket_id; ?>&url_key=<?php echo $url_key ?>&feedback=Good" class="btn btn-success btn-lg"><i class="fas fa-fw fa-smile text-white"></i> Good</a>
|
||||
</div>
|
||||
|
||||
<div class="col">
|
||||
<a href="guest_post.php?add_ticket_feedback&ticket_id=<?php echo $ticket_id; ?>&url_key=<?php echo $url_key ?>&feedback=Bad" class="btn btn-danger btn-lg"><i class="fas fa-fw fa-frown text-white"></i> Bad</a>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
<br>
|
||||
|
||||
<?php } else { ?>
|
||||
|
||||
<h4>Rated <?php echo $ticket_feedback ?> -- Thanks for your feedback!</h4>
|
||||
|
||||
<?php } ?>
|
||||
|
||||
<!-- End comments/reopen/feedback -->
|
||||
|
||||
<hr>
|
||||
<br>
|
||||
|
||||
<?php
|
||||
$sql = mysqli_query($mysqli, "SELECT * FROM ticket_replies LEFT JOIN users ON ticket_reply_by = user_id LEFT JOIN contacts ON ticket_reply_by = contact_id WHERE ticket_reply_ticket_id = $ticket_id AND ticket_reply_archived_at IS NULL AND ticket_reply_type != 'Internal' ORDER BY ticket_reply_id DESC");
|
||||
|
||||
while ($row = mysqli_fetch_array($sql)) {
|
||||
$ticket_reply_id = intval($row['ticket_reply_id']);
|
||||
$ticket_reply = $purifier->purify($row['ticket_reply']);
|
||||
$ticket_reply_created_at = nullable_htmlentities($row['ticket_reply_created_at']);
|
||||
$ticket_reply_updated_at = nullable_htmlentities($row['ticket_reply_updated_at']);
|
||||
$ticket_reply_by = intval($row['ticket_reply_by']);
|
||||
$ticket_reply_type = $row['ticket_reply_type'];
|
||||
|
||||
if ($ticket_reply_type == "Client") {
|
||||
$ticket_reply_by_display = nullable_htmlentities($row['contact_name']);
|
||||
$user_initials = initials($row['contact_name']);
|
||||
$user_avatar = $row['contact_photo'];
|
||||
$avatar_link = "../uploads/clients/$ticket_reply_by/$user_avatar";
|
||||
} else {
|
||||
$ticket_reply_by_display = nullable_htmlentities($row['user_name']);
|
||||
$user_id = intval($row['user_id']);
|
||||
$user_avatar = $row['user_avatar'];
|
||||
$user_initials = initials($row['user_name']);
|
||||
$avatar_link = "../uploads/users/$user_id/$user_avatar";
|
||||
}
|
||||
?>
|
||||
|
||||
<div class="card card-outline <?php if ($ticket_reply_type == 'Client') { echo "card-warning"; } else { echo "card-info"; } ?> mb-3">
|
||||
<div class="card-header">
|
||||
<h3 class="card-title">
|
||||
<div class="media">
|
||||
<?php
|
||||
if (!empty($user_avatar)) {
|
||||
?>
|
||||
<img src="<?php echo $avatar_link ?>" alt="User Avatar" class="img-size-50 mr-3 img-circle">
|
||||
<?php
|
||||
} else {
|
||||
?>
|
||||
<span class="fa-stack fa-2x">
|
||||
<i class="fa fa-circle fa-stack-2x text-secondary"></i>
|
||||
<span class="fa fa-stack-1x text-white"><?php echo $user_initials; ?></span>
|
||||
</span>
|
||||
<?php
|
||||
}
|
||||
?>
|
||||
|
||||
<div class="media-body">
|
||||
<?php echo $ticket_reply_by_display; ?>
|
||||
<br>
|
||||
<small class="text-muted"><?php echo $ticket_reply_created_at; ?> <?php if (!empty($ticket_reply_updated_at)) { echo "(edited: $ticket_reply_updated_at)"; } ?></small>
|
||||
</div>
|
||||
</div>
|
||||
</h3>
|
||||
</div>
|
||||
|
||||
<div class="card-body prettyContent">
|
||||
<?php echo $ticket_reply; ?>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<?php
|
||||
|
||||
}
|
||||
|
||||
?>
|
||||
|
||||
<script src="../js/pretty_content.js"></script>
|
||||
|
||||
<?php } else {
|
||||
echo "Ticket ID not found!";
|
||||
} ?>
|
||||
|
||||
<div class="card-footer">
|
||||
<?php echo "<i class='fas fa-phone fa-fw mr-2'></i>$company_phone | <i class='fas fa-globe fa-fw mr-2 ml-2'></i>$company_website"; ?>
|
||||
</div>
|
||||
|
||||
<?php
|
||||
require_once "guest_footer.php";
|
||||
|
|
@ -121,7 +121,10 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
|
|||
$message = nl2br($message);
|
||||
$message = mysqli_escape_string($mysqli, "<i>Email from: $contact_email at $date:-</i> <br><br>$message");
|
||||
|
||||
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', ticket_priority = 'Low', ticket_status = 1, ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id");
|
||||
//Generate a unique URL key for clients to access
|
||||
$url_key = randomString(156);
|
||||
|
||||
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', 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");
|
||||
$id = mysqli_insert_id($mysqli);
|
||||
|
||||
// Logging
|
||||
|
|
@ -366,7 +369,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
|
|||
}
|
||||
|
||||
// Update Ticket Last Response Field & set ticket to open as client has replied
|
||||
mysqli_query($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 updated ticket $config_ticket_prefix$ticket_number ($subject)', log_client_id = $client_id");
|
||||
|
|
|
|||
|
|
@ -23,14 +23,15 @@ function verifyContactTicketAccess($requested_ticket_id, $expected_ticket_state)
|
|||
}
|
||||
|
||||
// Verify the contact has access to the provided ticket ID
|
||||
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $requested_ticket_id AND $ticket_state_snippet AND ticket_client_id = $session_client_id LIMIT 1");
|
||||
$row = mysqli_fetch_array($sql);
|
||||
$row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $requested_ticket_id AND $ticket_state_snippet AND ticket_client_id = $session_client_id LIMIT 1"));
|
||||
if ($row) {
|
||||
$ticket_id = $row['ticket_id'];
|
||||
|
||||
if (intval($ticket_id) && ($session_contact_id == $row['ticket_contact_id'] || $session_contact_primary == 1 || $session_contact_is_technical_contact)) {
|
||||
// Client is ticket owner, primary contact, or a technical contact
|
||||
return true;
|
||||
}
|
||||
}
|
||||
|
||||
// Client is NOT ticket owner or primary/tech contact
|
||||
return false;
|
||||
|
|
|
|||
|
|
@ -21,6 +21,9 @@ if (isset($_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=" . $ticket_id);
|
||||
} else {
|
||||
|
|
|
|||
|
|
@ -48,9 +48,23 @@ if (isset($_GET['id']) && intval($_GET['id'])) {
|
|||
$ticket_subject = nullable_htmlentities($ticket_row['ticket_subject']);
|
||||
$ticket_details = $purifier->purify($ticket_row['ticket_details']);
|
||||
$ticket_assigned_to = nullable_htmlentities($ticket_row['user_name']);
|
||||
$ticket_resolved_at = nullable_htmlentities($ticket_row['ticket_resolved_at']);
|
||||
$ticket_closed_at = nullable_htmlentities($ticket_row['ticket_closed_at']);
|
||||
$ticket_feedback = nullable_htmlentities($ticket_row['ticket_feedback']);
|
||||
|
||||
|
||||
// Get Tasks
|
||||
$sql_tasks = mysqli_query( $mysqli, "SELECT * FROM tasks WHERE task_ticket_id = $ticket_id ORDER BY task_order ASC, task_id ASC");
|
||||
$task_count = mysqli_num_rows($sql_tasks);
|
||||
|
||||
// Get Completed Task Count
|
||||
$sql_tasks_completed = mysqli_query($mysqli,
|
||||
"SELECT * FROM tasks
|
||||
WHERE task_ticket_id = $ticket_id
|
||||
AND task_completed_at IS NOT NULL"
|
||||
);
|
||||
$completed_task_count = mysqli_num_rows($sql_tasks_completed);
|
||||
|
||||
?>
|
||||
|
||||
<ol class="breadcrumb d-print-none">
|
||||
|
|
@ -60,7 +74,7 @@ if (isset($_GET['id']) && intval($_GET['id'])) {
|
|||
<li class="breadcrumb-item">
|
||||
<a href="tickets.php">Tickets</a>
|
||||
</li>
|
||||
<li class="breadcrumb-item active">Ticket <?php echo $ticket_number; ?></li>
|
||||
<li class="breadcrumb-item active">Ticket <?php echo $ticket_prefix . $ticket_number; ?></li>
|
||||
</ol>
|
||||
|
||||
<div class="card">
|
||||
|
|
@ -68,8 +82,8 @@ if (isset($_GET['id']) && intval($_GET['id'])) {
|
|||
<h4 class="mt-1">
|
||||
Ticket <?php echo $ticket_prefix, $ticket_number ?>
|
||||
<?php
|
||||
if (empty($ticket_closed_at)) { ?>
|
||||
<a href="portal_post.php?close_ticket=<?php echo $ticket_id; ?>" class="btn btn-sm btn-outline-success float-right text-white confirm-link"><i class="fas fa-fw fa-check text-success"></i> Close ticket</a>
|
||||
if (empty($ticket_resolved_at) && $task_count == $completed_task_count) { ?>
|
||||
<a href="portal_post.php?resolve_ticket=<?php echo $ticket_id; ?>" class="btn btn-sm btn-outline-success float-right text-white confirm-link"><i class="fas fa-fw fa-check text-success"></i> Resolve ticket</a>
|
||||
<?php } ?>
|
||||
</h4>
|
||||
</div>
|
||||
|
|
@ -82,7 +96,12 @@ if (isset($_GET['id']) && intval($_GET['id'])) {
|
|||
<br>
|
||||
<strong>Priority:</strong> <?php echo $ticket_priority ?>
|
||||
<br>
|
||||
|
||||
<?php if (empty($ticket_closed_at)) { ?>
|
||||
<?php if ($task_count) { ?>
|
||||
<strong>Tasks: </strong> <?php echo $completed_task_count . " / " .$task_count ?>
|
||||
<br>
|
||||
<?php } ?>
|
||||
<strong>Assigned to: </strong> <?php echo $ticket_assigned_to ?>
|
||||
<?php } ?>
|
||||
</p>
|
||||
|
|
@ -90,10 +109,12 @@ if (isset($_GET['id']) && intval($_GET['id'])) {
|
|||
</div>
|
||||
</div>
|
||||
|
||||
<hr>
|
||||
|
||||
<!-- Either show the reply comments box, ticket smiley feedback, or thanks for feedback -->
|
||||
<!-- Either show the reply comments box, option to re-open ticket, show ticket smiley feedback or thanks for feedback -->
|
||||
|
||||
<?php if (empty($ticket_closed_at)) { ?>
|
||||
<?php if (empty($ticket_resolved_at)) { ?>
|
||||
<!-- Reply -->
|
||||
|
||||
<form action="portal_post.php" enctype="multipart/form-data" method="post">
|
||||
<input type="hidden" name="ticket_id" value="<?php echo $ticket_id ?>">
|
||||
|
|
@ -106,9 +127,27 @@ if (isset($_GET['id']) && intval($_GET['id'])) {
|
|||
<button type="submit" class="btn btn-primary" name="add_ticket_comment">Reply</button>
|
||||
</form>
|
||||
|
||||
<?php } elseif (empty($ticket_closed_at)) { ?>
|
||||
<!-- Re-open -->
|
||||
|
||||
<h4>Your ticket has been resolved</h4>
|
||||
|
||||
<div class="col-6">
|
||||
<div class="row">
|
||||
<div class="col">
|
||||
<a href="portal_post.php?reopen_ticket=<?php echo $ticket_id; ?>" class="btn btn-secondary btn-lg"><i class="fas fa-fw fa-redo text-white"></i> Reopen ticket</a>
|
||||
</div>
|
||||
|
||||
<div class="col">
|
||||
<a href="portal_post.php?close_ticket=<?php echo $ticket_id; ?>" class="btn btn-success btn-lg confirm-link"><i class="fas fa-fw fa-gavel text-white"></i> Close ticket</a>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
<br>
|
||||
|
||||
<?php } elseif (empty($ticket_feedback)) { ?>
|
||||
|
||||
<h4>Rate your ticket</h4>
|
||||
<h4>Ticket closed. Please rate your ticket</h4>
|
||||
|
||||
<form action="portal_post.php" method="post">
|
||||
<input type="hidden" name="ticket_id" value="<?php echo $ticket_id ?>">
|
||||
|
|
@ -128,7 +167,7 @@ if (isset($_GET['id']) && intval($_GET['id'])) {
|
|||
|
||||
<?php } ?>
|
||||
|
||||
<!-- End comments/feedback -->
|
||||
<!-- End comments/reopen/feedback -->
|
||||
|
||||
<hr>
|
||||
<br>
|
||||
|
|
|
|||
|
|
@ -90,7 +90,7 @@ $total_tickets = intval($row['total_tickets']);
|
|||
|
||||
<a href="?status=Open" class="btn btn-danger btn-block p-3 mb-3 text-left">My Open tickets | <strong><?php echo $total_tickets_open ?></strong></a>
|
||||
|
||||
<a href="?status=Closed" class="btn btn-success btn-block p-3 mb-3 text-left">Resolved tickets | <strong><?php echo $total_tickets_closed ?></strong></a>
|
||||
<a href="?status=Closed" class="btn btn-success btn-block p-3 mb-3 text-left">Closed tickets | <strong><?php echo $total_tickets_closed ?></strong></a>
|
||||
|
||||
<a href="?status=%" class="btn btn-secondary btn-block p-3 mb-3 text-left">All my tickets | <strong><?php echo $total_tickets ?></strong></a>
|
||||
<?php
|
||||
|
|
|
|||
|
|
@ -308,11 +308,10 @@ if (isset($_POST['edit_ticket_settings'])) {
|
|||
$config_ticket_email_parse = intval($_POST['config_ticket_email_parse']);
|
||||
$config_ticket_email_parse_unknown_senders = intval($_POST['config_ticket_email_parse_unknown_senders']);
|
||||
$config_ticket_default_billable = intval($_POST['config_ticket_default_billable']);
|
||||
$config_ticket_autoclose = intval($_POST['config_ticket_autoclose']);
|
||||
$config_ticket_autoclose_hours = intval($_POST['config_ticket_autoclose_hours']);
|
||||
$config_ticket_new_ticket_notification_email = sanitizeInput($_POST['config_ticket_new_ticket_notification_email']);
|
||||
|
||||
mysqli_query($mysqli,"UPDATE settings SET config_ticket_prefix = '$config_ticket_prefix', config_ticket_next_number = $config_ticket_next_number, config_ticket_email_parse = $config_ticket_email_parse, config_ticket_email_parse_unknown_senders = $config_ticket_email_parse_unknown_senders, config_ticket_autoclose = $config_ticket_autoclose, config_ticket_autoclose_hours = $config_ticket_autoclose_hours, config_ticket_new_ticket_notification_email = '$config_ticket_new_ticket_notification_email', config_ticket_default_billable = $config_ticket_default_billable WHERE company_id = 1");
|
||||
mysqli_query($mysqli,"UPDATE settings SET config_ticket_prefix = '$config_ticket_prefix', config_ticket_next_number = $config_ticket_next_number, config_ticket_email_parse = $config_ticket_email_parse, config_ticket_email_parse_unknown_senders = $config_ticket_email_parse_unknown_senders, config_ticket_autoclose_hours = $config_ticket_autoclose_hours, config_ticket_new_ticket_notification_email = '$config_ticket_new_ticket_notification_email', config_ticket_default_billable = $config_ticket_default_billable WHERE company_id = 1");
|
||||
|
||||
//Logging
|
||||
mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Settings', log_action = 'Modify', log_description = '$session_name modified ticket settings', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_user_id = $session_user_id");
|
||||
|
|
|
|||
163
post/ticket.php
163
post/ticket.php
|
|
@ -32,7 +32,7 @@ if (isset($_POST['add_ticket'])) {
|
|||
$sql = mysqli_query($mysqli, "SELECT * FROM ticket_templates WHERE ticket_template_id = $ticket_template_id");
|
||||
$row = mysqli_fetch_array($sql);
|
||||
|
||||
// Overide Template Subject
|
||||
// Override Template Subject
|
||||
if(empty($subject)) {
|
||||
$subject = sanitizeInput($row['ticket_template_subject']);
|
||||
}
|
||||
|
|
@ -67,9 +67,12 @@ if (isset($_POST['add_ticket'])) {
|
|||
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
|
||||
$config_base_url = sanitizeInput($config_base_url);
|
||||
|
||||
//Generate a unique URL key for clients to access
|
||||
$url_key = randomString(156);
|
||||
|
||||
mysqli_query($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_billable = '$billable', ticket_status = '$ticket_status', ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_created_by = $session_user_id, ticket_assigned_to = $assigned_to, ticket_contact_id = $contact, ticket_client_id = $client_id, ticket_invoice_id = 0, ticket_project_id = $project_id");
|
||||
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_billable = '$billable', ticket_status = '$ticket_status', ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_created_by = $session_user_id, ticket_assigned_to = $assigned_to, ticket_contact_id = $contact, ticket_url_key = '$url_key', ticket_client_id = $client_id, ticket_invoice_id = 0, ticket_project_id = $project_id");
|
||||
|
||||
$ticket_id = mysqli_insert_id($mysqli);
|
||||
|
||||
|
|
@ -371,7 +374,7 @@ if (isset($_POST['add_ticket_watcher'])) {
|
|||
if ($notify && !empty($config_smtp_host)) {
|
||||
|
||||
// Get contact/ticket details
|
||||
$sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_category, ticket_subject, ticket_details, ticket_priority, ticket_status_name, ticket_created_by, ticket_assigned_to, ticket_client_id FROM tickets
|
||||
$sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_category, ticket_subject, ticket_details, ticket_priority, ticket_status_name, ticket_url_key, ticket_created_by, ticket_assigned_to, ticket_client_id FROM tickets
|
||||
LEFT JOIN clients ON ticket_client_id = client_id
|
||||
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
||||
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
||||
|
|
@ -386,6 +389,7 @@ if (isset($_POST['add_ticket_watcher'])) {
|
|||
$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
|
||||
$ticket_priority = sanitizeInput($row['ticket_priority']);
|
||||
$ticket_status = sanitizeInput($row['ticket_status_name']);
|
||||
$url_key = sanitizeInput($row['ticket_url_key']);
|
||||
$client_id = intval($row['ticket_client_id']);
|
||||
$ticket_created_by = intval($row['ticket_created_by']);
|
||||
$ticket_assigned_to = intval($row['ticket_assigned_to']);
|
||||
|
|
@ -400,8 +404,7 @@ if (isset($_POST['add_ticket_watcher'])) {
|
|||
$data = []; // Queue array
|
||||
|
||||
$subject = "Ticket Notification - [$ticket_prefix$ticket_number] - $ticket_subject";
|
||||
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello,<br><br>You are now a watcher on a ticket regarding \"$ticket_subject\".<br><br>--------------------------------<br>$ticket_details--------------------------------<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";
|
||||
|
||||
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello,<br><br>You are now a watcher on a ticket regarding \"$ticket_subject\".<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Guest link: https://$config_base_url/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
||||
|
||||
// Only add watcher to email queue if email is valid
|
||||
if (filter_var($watcher_email, FILTER_VALIDATE_EMAIL)) {
|
||||
|
|
@ -921,8 +924,7 @@ if (isset($_POST['bulk_ticket_reply'])) {
|
|||
|
||||
// POST variables
|
||||
$ticket_reply = mysqli_escape_string($mysqli, $_POST['bulk_reply_details']);
|
||||
$ticket_status = sanitizeInput($_POST['bulk_status']);
|
||||
$ticket_status_name = sanitizeInput(getTicketStatusName($row['ticket_status']));
|
||||
$ticket_status = intval($_POST['bulk_status']);
|
||||
$private_note = intval($_POST['bulk_private_reply']);
|
||||
if ($private_note == 1) {
|
||||
$ticket_reply_type = 'Internal';
|
||||
|
|
@ -955,6 +957,12 @@ if (isset($_POST['bulk_ticket_reply'])) {
|
|||
// Update Ticket Status
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id");
|
||||
|
||||
// Resolve the ticket, if set
|
||||
if ($ticket_status == 4) {
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
|
||||
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Resolved', log_description = 'Ticket ID $ticket_id resolved', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_user_id = $session_user_id, log_entity_id = $ticket_id");
|
||||
}
|
||||
|
||||
// Logging
|
||||
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket Reply', log_action = 'Create', log_description = '$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_client_id = $client_id, log_user_id = $session_user_id, log_entity_id = $ticket_reply_id");
|
||||
|
||||
|
|
@ -1124,16 +1132,17 @@ if (isset($_POST['add_ticket_reply'])) {
|
|||
|
||||
$ticket_reply_id = mysqli_insert_id($mysqli);
|
||||
|
||||
// Update Ticket Last Response Field
|
||||
// Update Ticket Status & Last Response Field
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $ticket_status WHERE ticket_id = $ticket_id");
|
||||
|
||||
// CLose the ticket, if set
|
||||
if ($ticket_status == 5) {
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_closed_at = NOW() WHERE ticket_id = $ticket_id");
|
||||
// Resolve the ticket, if set
|
||||
if ($ticket_status == 4) {
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
|
||||
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Resolved', log_description = 'Ticket ID $ticket_id resolved', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_user_id = $session_user_id, log_entity_id = $ticket_id");
|
||||
}
|
||||
|
||||
// Get Ticket Details
|
||||
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_status_name, ticket_client_id, ticket_created_by, ticket_assigned_to
|
||||
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_status_name, ticket_url_key, ticket_client_id, ticket_created_by, ticket_assigned_to
|
||||
FROM tickets
|
||||
LEFT JOIN clients ON ticket_client_id = client_id
|
||||
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
||||
|
|
@ -1150,6 +1159,7 @@ if (isset($_POST['add_ticket_reply'])) {
|
|||
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
||||
$ticket_status = intval($row['ticket_status']);
|
||||
$ticket_status_name = sanitizeInput($row['ticket_status_name']);
|
||||
$url_key = sanitizeInput($row['ticket_url_key']);
|
||||
$client_id = intval($row['ticket_client_id']);
|
||||
$ticket_created_by = intval($row['ticket_created_by']);
|
||||
$ticket_assigned_to = intval($row['ticket_assigned_to']);
|
||||
|
|
@ -1172,10 +1182,9 @@ if (isset($_POST['add_ticket_reply'])) {
|
|||
// Slightly different email subject/text depending on if this update set auto-close
|
||||
|
||||
if ($ticket_status == 4) {
|
||||
// Auto-close
|
||||
$subject = "Ticket update - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)";
|
||||
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Your ticket regarding $ticket_subject has been updated and is pending closure.<br><br>--------------------------------<br>$ticket_reply<br>--------------------------------<br><br>If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please respond to let us know! <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
||||
} else {
|
||||
// Resolved
|
||||
$subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)";
|
||||
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Your ticket regarding $ticket_subject has been marked as solved and is pending closure.<br><br>--------------------------------<br>$ticket_reply<br>--------------------------------<br><br>If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or <a href=\'https://$config_base_url/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>re-open</a> to let us know! <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone"; } else {
|
||||
// Anything else
|
||||
$subject = "Ticket update - [$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>Your ticket regarding $ticket_subject has been updated.<br><br>--------------------------------<br>$ticket_reply<br>--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
||||
|
|
@ -1321,7 +1330,7 @@ if (isset($_POST['merge_ticket'])) {
|
|||
|
||||
// Update current ticket
|
||||
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number merged into $ticket_prefix$merge_into_ticket_number. Comment: $merge_comment', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_closed_at = NOW() WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_resolved_at = NOW(), ticket_closed_at = NOW() WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
|
||||
|
||||
//Update new parent ticket
|
||||
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
|
||||
|
|
@ -1356,10 +1365,105 @@ if (isset($_POST['change_client_ticket'])) {
|
|||
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
||||
}
|
||||
|
||||
if (isset($_GET['resolve_ticket'])) {
|
||||
|
||||
validateTechRole();
|
||||
|
||||
// CSRF Check
|
||||
validateCSRFToken($_GET['csrf_token']);
|
||||
|
||||
$ticket_id = intval($_GET['resolve_ticket']);
|
||||
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
|
||||
|
||||
//Logging
|
||||
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Resolved', log_description = 'Ticket ID $ticket_id resolved', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_user_id = $session_user_id, log_entity_id = $ticket_id");
|
||||
|
||||
// Client notification email
|
||||
if (!empty($config_smtp_host) && $config_ticket_client_general_notifications == 1) {
|
||||
|
||||
// Get details
|
||||
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_status_name, ticket_assigned_to, ticket_url_key, ticket_client_id FROM tickets
|
||||
LEFT JOIN clients ON ticket_client_id = client_id
|
||||
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
||||
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
||||
WHERE ticket_id = $ticket_id
|
||||
");
|
||||
$row = mysqli_fetch_array($ticket_sql);
|
||||
|
||||
$contact_name = sanitizeInput($row['contact_name']);
|
||||
$contact_email = sanitizeInput($row['contact_email']);
|
||||
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
||||
$ticket_number = intval($row['ticket_number']);
|
||||
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
||||
$client_id = intval($row['ticket_client_id']);
|
||||
$ticket_assigned_to = intval($row['ticket_assigned_to']);
|
||||
$ticket_status = sanitizeInput($row['ticket_status_name']);
|
||||
$url_key = sanitizeInput($row['ticket_url_key']);
|
||||
|
||||
// Sanitize Config vars from get_settings.php
|
||||
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
|
||||
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
|
||||
$config_base_url = sanitizeInput($config_base_url);
|
||||
|
||||
// Get Company Info
|
||||
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
|
||||
$row = mysqli_fetch_array($sql);
|
||||
$company_name = sanitizeInput($row['company_name']);
|
||||
$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
|
||||
|
||||
// Check email valid
|
||||
if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
|
||||
|
||||
$data = [];
|
||||
|
||||
$subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)";
|
||||
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Your ticket regarding $ticket_subject has been marked as solved and is pending closure.<br><br>If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or <a href=\'https://$config_base_url/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>re-open</a> to let us know! <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";
|
||||
|
||||
// Email Ticket Contact
|
||||
// Queue Mail
|
||||
|
||||
$data[] = [
|
||||
'from' => $config_ticket_from_email,
|
||||
'from_name' => $config_ticket_from_name,
|
||||
'recipient' => $contact_email,
|
||||
'recipient_name' => $contact_name,
|
||||
'subject' => $subject,
|
||||
'body' => $body
|
||||
];
|
||||
|
||||
// Also Email all the watchers
|
||||
$sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
|
||||
$body .= "<br><br>----------------------------------------<br>DO NOT REPLY - YOU ARE RECEIVING THIS EMAIL BECAUSE YOU ARE A WATCHER";
|
||||
while ($row = mysqli_fetch_array($sql_watchers)) {
|
||||
$watcher_email = sanitizeInput($row['watcher_email']);
|
||||
|
||||
// Queue Mail
|
||||
$data[] = [
|
||||
'from' => $config_ticket_from_email,
|
||||
'from_name' => $config_ticket_from_name,
|
||||
'recipient' => $watcher_email,
|
||||
'recipient_name' => $watcher_email,
|
||||
'subject' => $subject,
|
||||
'body' => $body
|
||||
];
|
||||
}
|
||||
addToMailQueue($mysqli, $data);
|
||||
}
|
||||
}
|
||||
//End Mail IF
|
||||
|
||||
$_SESSION['alert_message'] = "Ticket resolved";
|
||||
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
||||
}
|
||||
|
||||
if (isset($_GET['close_ticket'])) {
|
||||
|
||||
validateTechRole();
|
||||
|
||||
// CSRF Check
|
||||
validateCSRFToken($_GET['csrf_token']);
|
||||
|
||||
$ticket_id = intval($_GET['close_ticket']);
|
||||
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
|
||||
|
|
@ -1373,7 +1477,7 @@ if (isset($_GET['close_ticket'])) {
|
|||
if (!empty($config_smtp_host) && $config_ticket_client_general_notifications == 1) {
|
||||
|
||||
// Get details
|
||||
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject FROM tickets
|
||||
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_url_key FROM tickets
|
||||
LEFT JOIN clients ON ticket_client_id = client_id
|
||||
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
||||
WHERE ticket_id = $ticket_id
|
||||
|
|
@ -1385,10 +1489,7 @@ if (isset($_GET['close_ticket'])) {
|
|||
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
||||
$ticket_number = intval($row['ticket_number']);
|
||||
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
||||
$ticket_details = sanitizeInput($row['ticket_details']);
|
||||
$client_id = intval($row['ticket_client_id']);
|
||||
$ticket_created_by = intval($row['ticket_created_by']);
|
||||
$ticket_assigned_to = intval($row['ticket_assigned_to']);
|
||||
$url_key = sanitizeInput($row['ticket_url_key']);
|
||||
|
||||
// Sanitize Config vars from get_settings.php
|
||||
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
|
||||
|
|
@ -1407,7 +1508,8 @@ if (isset($_GET['close_ticket'])) {
|
|||
$data = [];
|
||||
|
||||
$subject = "Ticket closed - [$ticket_prefix$ticket_number] - $ticket_subject | (do not reply)";
|
||||
$body = "Hello $contact_name,<br><br>Your ticket regarding \"$ticket_subject\" has been closed. <br><br> We hope the request/issue was resolved to your satisfaction. If you need further assistance, please raise a new ticket using the below details. Please do not reply to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
||||
//$body = "Hello $contact_name,<br><br>Your ticket regarding \"$ticket_subject\" has been closed. <br><br> We hope the request/issue was resolved to your satisfaction. If you need further assistance, please raise a new ticket using the below details. Please do not reply to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
||||
$body = "Hello $contact_name,<br><br>Your ticket regarding \"$ticket_subject\" has been closed. <br><br> We hope the request/issue was resolved to your satisfaction, please provide your feedback <a href=\'https://$config_base_url/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>here</a>. <br>If you need further assistance, please raise a new ticket using the below details. Please do not reply to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
||||
|
||||
// Email Ticket Contact
|
||||
// Queue Mail
|
||||
|
|
@ -1446,6 +1548,21 @@ if (isset($_GET['close_ticket'])) {
|
|||
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
||||
}
|
||||
|
||||
if (isset($_GET['reopen_ticket'])) {
|
||||
|
||||
validateTechRole();
|
||||
|
||||
$ticket_id = intval($_GET['reopen_ticket']);
|
||||
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id");
|
||||
|
||||
//Logging
|
||||
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Reopened', log_description = 'Ticket ID $ticket_id reopened', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_user_id = $session_user_id, log_entity_id = $ticket_id");
|
||||
|
||||
$_SESSION['alert_message'] = "Ticket re-opened";
|
||||
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
||||
}
|
||||
|
||||
if (isset($_POST['add_invoice_from_ticket'])) {
|
||||
|
||||
$invoice_id = intval($_POST['invoice_id']);
|
||||
|
|
|
|||
|
|
@ -20,7 +20,7 @@ require_once "inc_all_admin.php";
|
|||
<div class="form-group">
|
||||
<div class="custom-control custom-switch">
|
||||
<input type="checkbox" class="custom-control-input" name="config_enable_cron" <?php if ($config_enable_cron == 1) { echo "checked"; } ?> value="1" id="enableCronSwitch">
|
||||
<label class="custom-control-label" for="enableCronSwitch">Enable Cron <small>(cron.php must also be added to cron and run daily at 1:00AM for alerts to work)</small></label>
|
||||
<label class="custom-control-label" for="enableCronSwitch">Enable Cron (recommended) <small>(several cron scripts must also be added to cron with correct schedules, <a href="https://docs.itflow.org/cron">docs</a>)</small></label>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
|
|
|
|||
|
|
@ -11,7 +11,6 @@ require_once "inc_all_admin.php";
|
|||
<input type="hidden" name="csrf_token" value="<?php echo $_SESSION['csrf_token'] ?>">
|
||||
<input type="hidden" name="config_ticket_email_parse" value="0">
|
||||
<input type="hidden" name="config_ticket_email_parse_unknown_senders" value="0">
|
||||
<input type="hidden" name="config_ticket_autoclose" value="0">
|
||||
<input type="hidden" name="config_ticket_default_billable" value="0">
|
||||
|
||||
<div class="form-group">
|
||||
|
|
@ -58,19 +57,12 @@ require_once "inc_all_admin.php";
|
|||
<?php } ?>
|
||||
|
||||
<div class="form-group">
|
||||
<div class="custom-control custom-switch">
|
||||
<input type="checkbox" class="custom-control-input" name="config_ticket_autoclose" <?php if($config_ticket_autoclose == 1){ echo "checked"; } ?> value="1" id="ticketAutoCloseSwitch">
|
||||
<label class="custom-control-label" for="ticketAutoCloseSwitch">Enable Auto close Tickets <small class="text-secondary">(If no response is received after 48 hrs, a friendly chaser email is sent. The ticket is then automatically closed after the time specified below (defaults to 72 hours). </small></label>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<div class="form-group">
|
||||
<label>Number of hours to auto close ticket</label>
|
||||
<label>Number of hours to auto close resolved tickets</label>
|
||||
<div class="input-group">
|
||||
<div class="input-group-prepend">
|
||||
<span class="input-group-text"><i class="fa fa-fw fa-clock"></i></span>
|
||||
</div>
|
||||
<input type="number" min="72" class="form-control" name="config_ticket_autoclose_hours" placeholder="Enter the number of hours to auto close ticket" value="<?php echo intval($config_ticket_autoclose_hours); ?>">
|
||||
<input type="number" min="72" class="form-control" name="config_ticket_autoclose_hours" placeholder="Delay in hours before a resolved ticket is fully closed" value="<?php echo intval($config_ticket_autoclose_hours); ?>">
|
||||
</div>
|
||||
</div>
|
||||
|
||||
|
|
|
|||
|
|
@ -300,7 +300,7 @@ if (isset($_POST['add_company_settings'])) {
|
|||
mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'New', ticket_status_color = '#dc3545'"); // Default ID for new tickets is 1
|
||||
mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Open', ticket_status_color = '#007bff'"); // 2
|
||||
mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'On Hold', ticket_status_color = '#28a745'"); // 3
|
||||
mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Auto Close', ticket_status_color = '#343a40'"); // 4
|
||||
mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Resolved', ticket_status_color = '#343a40'"); // 4 - was auto-close, now resolved
|
||||
mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Closed', ticket_status_color = '#343a40'"); // 5
|
||||
|
||||
// Add default roles
|
||||
|
|
|
|||
44
ticket.php
44
ticket.php
|
|
@ -84,7 +84,9 @@ if (isset($_GET['ticket_id'])) {
|
|||
$ticket_created_at = nullable_htmlentities($row['ticket_created_at']);
|
||||
$ticket_date = date('Y-m-d', strtotime($ticket_created_at));
|
||||
$ticket_updated_at = nullable_htmlentities($row['ticket_updated_at']);
|
||||
$ticket_resolved_at = nullable_htmlentities($row['ticket_resolved_at']);
|
||||
$ticket_closed_at = nullable_htmlentities($row['ticket_closed_at']);
|
||||
$ticket_closed_by = intval($row['ticket_closed_by']);
|
||||
|
||||
$ticket_assigned_to = intval($row['ticket_assigned_to']);
|
||||
if (empty($ticket_assigned_to)) {
|
||||
|
|
@ -348,9 +350,13 @@ if (isset($_GET['ticket_id'])) {
|
|||
<!-- Ticket closure info -->
|
||||
<?php
|
||||
if (!empty($ticket_closed_at)) {
|
||||
|
||||
$ticket_closed_by_display = 'User';
|
||||
if (!empty($ticket_closed_by)) {
|
||||
$sql_closed_by = mysqli_query($mysqli, "SELECT * FROM tickets, users WHERE ticket_closed_by = user_id");
|
||||
$row = mysqli_fetch_array($sql_closed_by);
|
||||
$ticket_closed_by_display = nullable_htmlentities($row['user_name']);
|
||||
}
|
||||
?>
|
||||
<div class="mt-1">
|
||||
<i class="fa fa-fw fa-user text-secondary mr-2"></i>Closed by: <?php echo ucwords($ticket_closed_by_display); ?>
|
||||
|
|
@ -358,6 +364,9 @@ if (isset($_GET['ticket_id'])) {
|
|||
<div class="mt-1">
|
||||
<i class="fa fa-fw fa-clock text-secondary mr-2"></i>Closed at: <?php echo $ticket_closed_at; ?>
|
||||
</div>
|
||||
<div class="mt-1">
|
||||
<i class="fas fa-fw fa-user mr-2 text-secondary"></i><?php echo $ticket_assigned_to_display; ?>
|
||||
</div>
|
||||
<?php if($ticket_feedback) { ?>
|
||||
<div class="mt-1">
|
||||
<i class="fa fa-fw fa-comment-dots text-secondary mr-2"></i>Feedback: <?php echo $ticket_feedback; ?>
|
||||
|
|
@ -365,7 +374,7 @@ if (isset($_GET['ticket_id'])) {
|
|||
<?php } ?>
|
||||
<?php } else { ?>
|
||||
<div class="mt-1">
|
||||
<a href="#" data-toggle="modal" data-target="#assignTicketModal<?php echo $ticket_id; ?>">
|
||||
<a href="#" data-toggle="modal" data-target="#assignTicketModal<?php echo $ticket_id; ?> ?>">
|
||||
<i class="fas fa-fw fa-user mr-2 text-secondary"></i><?php echo $ticket_assigned_to_display; ?>
|
||||
</a>
|
||||
</div>
|
||||
|
|
@ -479,8 +488,22 @@ if (isset($_GET['ticket_id'])) {
|
|||
<?php }
|
||||
|
||||
if (empty($ticket_closed_at)) { ?>
|
||||
<?php if ($task_count == $completed_task_count) { ?>
|
||||
<a href="post.php?close_ticket=<?php echo $ticket_id; ?>" class="btn btn-dark btn-sm confirm-link" id="ticket_close">
|
||||
|
||||
<?php if (!empty($ticket_resolved_at)) { ?>
|
||||
<a href="post.php?reopen_ticket=<?php echo $ticket_id; ?>" class="btn btn-secondary btn-sm">
|
||||
<i class="fas fa-fw fa-redo text-white"></i> Reopen
|
||||
</a>
|
||||
|
||||
<?php } ?>
|
||||
|
||||
<?php if (empty($ticket_resolved_at) && $task_count == $completed_task_count) { ?>
|
||||
<a href="post.php?resolve_ticket=<?php echo $ticket_id; ?>&csrf_token=<?php echo $_SESSION['csrf_token'] ?>" class="btn btn-dark btn-sm confirm-link" id="ticket_close">
|
||||
<i class="fas fa-fw fa-check mr-2"></i> Resolve
|
||||
</a>
|
||||
<?php } ?>
|
||||
|
||||
<?php if (!empty($ticket_resolved_at) && $task_count == $completed_task_count) { ?>
|
||||
<a href="post.php?close_ticket=<?php echo $ticket_id; ?>&csrf_token=<?php echo $_SESSION['csrf_token'] ?>" class="btn btn-dark btn-sm confirm-link" id="ticket_close">
|
||||
<i class="fas fa-fw fa-gavel mr-2"></i> Close
|
||||
</a>
|
||||
<?php } ?>
|
||||
|
|
@ -540,7 +563,7 @@ if (isset($_GET['ticket_id'])) {
|
|||
</div>
|
||||
|
||||
<!-- Only show ticket reply modal if status is not closed -->
|
||||
<?php if (empty($ticket_closed_at)) { ?>
|
||||
<?php if (empty($ticket_resolved_at) && empty($ticket_closed_at)) { ?>
|
||||
|
||||
<form class="mb-3 d-print-none" action="post.php" method="post" autocomplete="off">
|
||||
<input type="hidden" name="ticket_id" id="ticket_id" value="<?php echo $ticket_id; ?>">
|
||||
|
|
@ -581,7 +604,12 @@ if (isset($_GET['ticket_id'])) {
|
|||
<select class="form-control select2" name="status" required>
|
||||
|
||||
<!-- Show all active ticket statuses, apart from new or closed as these are system-managed -->
|
||||
<?php $sql_ticket_status = mysqli_query($mysqli, "SELECT * FROM ticket_statuses WHERE ticket_status_id != 1 AND ticket_status_id != 5 AND ticket_status_active = 1");
|
||||
<?php
|
||||
$status_snippet = '';
|
||||
if ($task_count !== $completed_task_count) {
|
||||
$status_snippet = "AND ticket_status_id != 4";
|
||||
}
|
||||
$sql_ticket_status = mysqli_query($mysqli, "SELECT * FROM ticket_statuses WHERE ticket_status_id != 1 AND ticket_status_id != 5 AND ticket_status_active = 1 $status_snippet");
|
||||
while ($row = mysqli_fetch_array($sql_ticket_status)) {
|
||||
$ticket_status_id_select = intval($row['ticket_status_id']);
|
||||
$ticket_status_name_select = nullable_htmlentities($row['ticket_status_name']); ?>
|
||||
|
|
@ -894,6 +922,8 @@ if (isset($_GET['ticket_id'])) {
|
|||
<!-- Tasks Card -->
|
||||
<div class="card card-body card-outline card-dark">
|
||||
<h5 class="text-secondary">Tasks</h5>
|
||||
|
||||
<?php if (empty($ticket_closed_at)) { ?>
|
||||
<form action="post.php" method="post" autocomplete="off">
|
||||
<input type="hidden" name="ticket_id" value="<?php echo $ticket_id; ?>">
|
||||
<div class="form-group">
|
||||
|
|
@ -910,6 +940,8 @@ if (isset($_GET['ticket_id'])) {
|
|||
</div>
|
||||
</div>
|
||||
</form>
|
||||
<?php } ?>
|
||||
|
||||
<table class="table table-sm">
|
||||
<?php
|
||||
while($row = mysqli_fetch_array($sql_tasks)){
|
||||
|
|
@ -932,6 +964,7 @@ if (isset($_GET['ticket_id'])) {
|
|||
<td><?php echo $task_name; ?></td>
|
||||
<td>
|
||||
<div class="float-right">
|
||||
<?php if (empty($ticket_closed_at)) { ?>
|
||||
<div class="dropdown dropleft text-center">
|
||||
<button class="btn btn-link text-secondary btn-sm" type="button" data-toggle="dropdown">
|
||||
<i class="fas fa-fw fa-ellipsis-v"></i>
|
||||
|
|
@ -951,6 +984,7 @@ if (isset($_GET['ticket_id'])) {
|
|||
</a>
|
||||
</div>
|
||||
</div>
|
||||
<?php } ?>
|
||||
</div>
|
||||
</td>
|
||||
</tr>
|
||||
|
|
|
|||
|
|
@ -15,10 +15,20 @@
|
|||
<div class="input-group-prepend">
|
||||
<span class="input-group-text"><i class="fa fa-fw fa-thermometer-half"></i></span>
|
||||
</div>
|
||||
<select class="form-control select2" name="bulk_status">
|
||||
<option>Open</option>
|
||||
<option>On Hold</option>
|
||||
|
||||
<select class="form-control select2" name="bulk_status" required>
|
||||
|
||||
<!-- Show all active ticket statuses, apart from new or closed as these are system-managed -->
|
||||
<?php $sql_ticket_status = mysqli_query($mysqli, "SELECT * FROM ticket_statuses WHERE ticket_status_id != 1 AND ticket_status_id != 5 AND ticket_status_active = 1");
|
||||
while ($row = mysqli_fetch_array($sql_ticket_status)) {
|
||||
$ticket_status_id_select = intval($row['ticket_status_id']);
|
||||
$ticket_status_name_select = nullable_htmlentities($row['ticket_status_name']); ?>
|
||||
|
||||
<option value="<?php echo $ticket_status_id_select ?>"> <?php echo $ticket_status_name_select ?> </option>
|
||||
|
||||
<?php } ?>
|
||||
</select>
|
||||
|
||||
</div>
|
||||
|
||||
<div class="form-group">
|
||||
|
|
|
|||
|
|
@ -2,7 +2,7 @@
|
|||
<div class="modal-dialog modal-lg">
|
||||
<div class="modal-content bg-dark">
|
||||
<div class="modal-header">
|
||||
<h5 class="modal-title"><i class="fas fa-fw fa-gavel mr-2"></i>Closing Multiple Tickets</h5>
|
||||
<h5 class="modal-title"><i class="fas fa-fw fa-check mr-2"></i>Resolving Multiple Tickets</h5>
|
||||
<button type="button" class="close text-white" data-dismiss="modal">
|
||||
<span>×</span>
|
||||
</button>
|
||||
|
|
@ -19,7 +19,7 @@
|
|||
<div class="custom-control custom-checkbox">
|
||||
<input type="checkbox" class="custom-control-input" id="bulkPrivateCheckbox" name="bulk_private_note" value="1">
|
||||
<label class="custom-control-label" for="bulkPrivateCheckbox">Mark as Internal</label>
|
||||
<small class="form-text text-muted">If checked this note will only be visible to agents. The contact / watcher will not be informed this ticket was closed.</small>
|
||||
<small class="form-text text-muted">If checked this note will only be visible to agents. The contact / watcher will not be informed this ticket was resolved.</small>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
12
tickets.php
12
tickets.php
|
|
@ -25,11 +25,11 @@ if (isset($_GET['status']) && is_array($_GET['status']) && !empty($_GET['status'
|
|||
|
||||
if (isset($_GET['status']) && ($_GET['status']) == 'Closed') {
|
||||
$status = 'Closed';
|
||||
$ticket_status_snippet = "ticket_closed_at IS NOT NULL";
|
||||
$ticket_status_snippet = "ticket_resolved_at IS NOT NULL";
|
||||
} else {
|
||||
// Default - Show open tickets
|
||||
$status = 'Open';
|
||||
$ticket_status_snippet = "ticket_closed_at IS NULL";
|
||||
$ticket_status_snippet = "ticket_resolved_at IS NULL";
|
||||
}
|
||||
}
|
||||
|
||||
|
|
@ -70,12 +70,12 @@ $sql = mysqli_query(
|
|||
$num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()"));
|
||||
|
||||
//Get Total tickets open
|
||||
$sql_total_tickets_open = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_open FROM tickets WHERE ticket_closed_at IS NULL");
|
||||
$sql_total_tickets_open = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_open FROM tickets WHERE ticket_resolved_at IS NULL");
|
||||
$row = mysqli_fetch_array($sql_total_tickets_open);
|
||||
$total_tickets_open = intval($row['total_tickets_open']);
|
||||
|
||||
//Get Total tickets closed
|
||||
$sql_total_tickets_closed = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_closed FROM tickets WHERE ticket_closed_at IS NOT NULL");
|
||||
$sql_total_tickets_closed = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_closed FROM tickets WHERE ticket_resolved_at IS NOT NULL");
|
||||
$row = mysqli_fetch_array($sql_total_tickets_closed);
|
||||
$total_tickets_closed = intval($row['total_tickets_closed']);
|
||||
|
||||
|
|
@ -159,7 +159,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
|
|||
</a>
|
||||
<div class="dropdown-divider"></div>
|
||||
<a class="dropdown-item" href="#" data-toggle="modal" data-target="#bulkCloseTicketsModal">
|
||||
<i class="fas fa-fw fa-gavel mr-2"></i>Close
|
||||
<i class="fas fa-fw fa-check mr-2"></i>Resolve
|
||||
</a>
|
||||
<div class="dropdown-divider"></div>
|
||||
<a class="dropdown-item" href="#" data-toggle="modal" data-target="#bulkReplyTicketModal">
|
||||
|
|
@ -533,7 +533,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
|
|||
</div>
|
||||
<?php require_once "ticket_bulk_assign_modal.php"; ?>
|
||||
<?php require_once "ticket_bulk_edit_priority_modal.php"; ?>
|
||||
<?php require_once "ticket_bulk_close_modal.php"; ?>
|
||||
<?php require_once "ticket_bulk_resolve_modal.php"; ?>
|
||||
<?php require_once "ticket_bulk_reply_modal.php"; ?>
|
||||
</form>
|
||||
<?php require_once "pagination.php"; ?>
|
||||
|
|
|
|||
Loading…
Reference in New Issue