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Add ticket reply API endpoints

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GET /api/v1/ticket_replies/read.php and POST create.php, so an RMM or
monitoring system can append to a ticket it did not open.

Replies default to Internal so an integration cannot email a client by
omitting a parameter. Public replies mark first response, notify the
contact and watchers, and fire the same custom actions as the agent
reply handler. An optional ticket_status also sets the status, and
resolves the ticket and marks the resolution SLA when set to 4.

Replies are always joined to tickets so ticket_client_id is checked
against the key user's client scope, and the client_id named on a write
must match the ticket's own client. The reply is attributed to the user
the API key runs as.

read.php resolves ticket_reply_by_name, since that column holds a
user_id on Internal and Public replies but a contact_id on Client ones.
This commit is contained in:
johnnyq
2026-07-29 01:53:18 -04:00
parent 07c73a6a04
commit e76b384606
4 changed files with 329 additions and 0 deletions
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45
api/v1/ticket_replies/ticket_reply_model.php Normal file
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<?php
// Variable assignment from POST (or: blank/from DB if updating)
if (isset($_POST['ticket_reply'])) {
$reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']);
} elseif ($ticket_reply_row) {
$reply = mysqli_real_escape_string($mysqli, $ticket_reply_row['ticket_reply']);
} else {
$reply = '';
}
// Reply type - defaults to Internal so an integration can't accidentally email a
// client. 'Client' is reserved for inbound contact replies (the email parser) and
// is not accepted here.
if (isset($_POST['ticket_reply_type'])) {
$reply_type = ucfirst(strtolower($_POST['ticket_reply_type']));
if (!in_array($reply_type, ['Internal', 'Public'], true)) {
$reply_type = 'Internal';
}
} elseif ($ticket_reply_row) {
$reply_type = escapeSql($ticket_reply_row['ticket_reply_type']);
} else {
$reply_type = 'Internal';
}
// Time worked - HH:MM:SS. Defaults to none: the API isn't a technician at a keyboard,
// so time only gets logged when the caller explicitly says so.
if (isset($_POST['ticket_reply_time_worked'])) {
$reply_time_worked = escapeSql($_POST['ticket_reply_time_worked']);
if (!preg_match('/^\d{1,3}:[0-5]\d:[0-5]\d$/', $reply_time_worked)) {
$reply_time_worked = '00:00:00';
}
} elseif ($ticket_reply_row) {
$reply_time_worked = escapeSql($ticket_reply_row['ticket_reply_time_worked']);
} else {
$reply_time_worked = '00:00:00';
}
// Optional status change alongside the reply (0 = leave the ticket status as-is)
if (isset($_POST['ticket_status'])) {
$reply_ticket_status = intval($_POST['ticket_status']);
} else {
$reply_ticket_status = 0;
}