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itflow
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Merge pull request #902 from wrongecho/ticket-statuses 

Ticket States
This commit is contained in:
Johnny 2024-03-02 19:44:39 -05:00 committed by GitHub
parent f5a6dc2b0a 81301388cd
commit ef14e95adf
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GPG Key ID: B5690EEEBB952194
14 changed files with 155 additions and 139 deletions
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19
calendar_events.php
View File

@ -161,15 +161,14 @@ while ($row = mysqli_fetch_array($sql)) {
$event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " created - " . $row['ticket_subject'] . " " . $username . "{" . $ticket_status . "}");
$event_start = json_encode($row['ticket_created_at']);
if ($ticket_status == "Closed") {
$event_color = "black";
} else if ($ticket_status == "Scheduled") {
$event_color = "grey";
} else if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$event_color = "red";
} else {
} elseif ($ticket_status == "Open") {
$event_color = "blue";
} elseif ($ticket_status == "On Hold") {
$event_color = "grey";
} else {
$event_color = "black";
}
echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
@ -188,7 +187,7 @@ while ($row = mysqli_fetch_array($sql)) {
}
if (strtotime($row['ticket_schedule']) < time()) {
if ($row['ticket_status'] == 'Scheduled') {
if ($row['ticket_status'] == 'On Hold') {
$event_color = "red";
} else {
$event_color = "green";
@ -200,7 +199,7 @@ while ($row = mysqli_fetch_array($sql)) {
$ticket_status = strval($row['ticket_status']);
$event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " scheduled - " . $row['ticket_subject'] . " [" . $username . "]{" . $ticket_status . "}");
$event_start = json_encode($row['ticket_schedule']);
echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
}
@ -260,4 +259,4 @@ while ($row = mysqli_fetch_array($sql)) {
// Update the end date field
document.getElementById("event_add_end").value = new_end;
}
</script>
</script>

15
client_events.php
View File

@ -161,15 +161,14 @@ while ($row = mysqli_fetch_array($sql)) {
$event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " created - " . $row['ticket_subject'] . " " . $username . "{" . $ticket_status . "}");
$event_start = json_encode($row['ticket_created_at']);
if ($ticket_status == "Closed") {
$event_color = "black";
} else if ($ticket_status == "Scheduled") {
$event_color = "grey";
} else if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$event_color = "red";
} else {
} elseif ($ticket_status == "Open") {
$event_color = "blue";
} elseif ($ticket_status == "On Hold") {
$event_color = "grey";
} else {
$event_color = "black";
}
echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
@ -200,7 +199,7 @@ while ($row = mysqli_fetch_array($sql)) {
$ticket_status = strval($row['ticket_status']);
$event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " scheduled - " . $row['ticket_subject'] . " [" . $username . "]{" . $ticket_status . "}");
$event_start = json_encode($row['ticket_schedule']);
echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
}

11
client_tickets.php
View File

@ -160,16 +160,16 @@ $total_scheduled_tickets = intval($row['total_scheduled_tickets']);
}
$ticket_closed_at = nullable_htmlentities($row['ticket_closed_at']);
if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$ticket_status_color = "danger";
} elseif ($ticket_status == "Assigned") {
} elseif ($ticket_status == "Open") {
$ticket_status_color = "primary";
} elseif ($ticket_status == "In-Progress") {
} elseif ($ticket_status == "On Hold") {
$ticket_status_color = "success";
} elseif ($ticket_status == "Auto Close") {
$ticket_status_color = "dark";
} elseif ($ticket_status == "Closed") {
$ticket_status_color = "dark";
} else{
$ticket_status_color = "secondary";
}
if ($ticket_priority == "High") {
@ -181,6 +181,7 @@ $total_scheduled_tickets = intval($row['total_scheduled_tickets']);
} else{
$ticket_priority_display = "-";
}
$ticket_assigned_to = intval($row['ticket_assigned_to']);
if (empty($ticket_assigned_to)) {
if ($ticket_status == "Closed") {

14
cron.php
View File

@ -219,20 +219,20 @@ foreach ($warranty_alert_array as $day) {
// Logging
//mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for asset warranties expiring'");
// Notify of Tickets Pending Assignment
// Notify of New Tickets
// Get Ticket Pending Assignment
$sql_tickets_pending_assignment = mysqli_query($mysqli,"SELECT ticket_id FROM tickets
WHERE ticket_status = 'Pending-Assignment'"
WHERE ticket_status = 'New'"
);
$tickets_pending_assignment = mysqli_num_rows($sql_tickets_pending_assignment);
if($tickets_pending_assignment > 0){
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Pending Tickets', notification = 'There are $tickets_pending_assignment Tickets pending assignment', notification_action = 'tickets.php?status=Pending-Assignment'");
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Pending Tickets', notification = 'There are $tickets_pending_assignment new tickets pending assignment', notification_action = 'tickets.php?status=New'");
// Logging
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for tickets that are pending assignment'");
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for new tickets that are pending assignment'");
}
// Recurring (Scheduled) tickets
@ -262,7 +262,7 @@ if (mysqli_num_rows($sql_scheduled_tickets) > 0) {
mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1");
// Raise the ticket
mysqli_query($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 = 'Open', ticket_created_by = $created_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id");
mysqli_query($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 = 'New', ticket_created_by = $created_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id");
$id = mysqli_insert_id($mysqli);
// Logging
@ -366,7 +366,7 @@ if (mysqli_num_rows($sql_scheduled_tickets) > 0) {
// AUTO CLOSE TICKET - CLOSE
// Automatically silently closes tickets 22 hrs after the last chase
// Check to make sure autoclose is enabled
// Check to make sure auto-close is enabled
if ($config_ticket_autoclose == 1) {
$sql_tickets_to_chase = mysqli_query(
$mysqli,
@ -420,7 +420,7 @@ if ($config_ticket_autoclose == 1) {
$ticket_reply = $ticket_reply_row['ticket_reply'];
$subject = "Ticket pending closure - [$ticket_prefix$ticket_number] - $ticket_subject";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>This is an automatic friendly reminder that your ticket regarding $ticket_subject will be closed, unless you respond.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>If your issue is resolved, you can ignore this email - the ticket will automatically close. If you need further assistance, please respond to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$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 shortly. If you need further assistance, please respond to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$data = [
[

31
cron_ticket_email_parser.php
View File

@ -106,7 +106,7 @@ $allowed_extensions = array('jpg', 'jpeg', 'gif', 'png', 'webp', 'pdf', 'txt', '
function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message, $attachments) {
// Access global variables
global $mysqli, $company_name, $company_phone, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_ticket_new_ticket_notification_email, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
global $mysqli,$config_app_name, $company_name, $company_phone, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_ticket_new_ticket_notification_email, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
// Get the next Ticket Number and add 1 for the new ticket number
$ticket_number_sql = mysqli_fetch_array(mysqli_query($mysqli, "SELECT config_ticket_next_number FROM settings WHERE company_id = 1"));
@ -118,7 +118,7 @@ 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 = 'Pending-Assignment', ticket_created_by = 0, ticket_contact_id = $contact_id, 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 = '$message', ticket_priority = 'Low', ticket_status = 'New', ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id");
$id = mysqli_insert_id($mysqli);
// Logging
@ -162,9 +162,9 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
$data = [];
// E-mail client notification that ticket has been created
if ($config_ticket_client_general_notifications == 1) {
$subject_email = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: Open<br>https://$config_base_url/portal/ticket.php?id=$id<br><br>--<br>$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 $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: New<br>https://$config_base_url/portal/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$data[] = [
'from' => $config_ticket_from_email,
@ -184,7 +184,7 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
$client_row = mysqli_fetch_array($client_sql);
$client_name = sanitizeInput($client_row['client_name']);
$email_subject = "ITFlow - New Ticket - $client_name: $subject";
$email_subject = "$config_app_name - New Ticket - $client_name: $subject";
$email_body = "Hello, <br><br>This is a notification that a new ticket has been raised in ITFlow. <br>Client: $client_name<br>Priority: Low (email parsed)<br>Link: https://$config_base_url/ticket.php?ticket_id=$id <br><br>--------------------------------<br><br><b>$subject</b><br>$details";
$data[] = [
@ -209,7 +209,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
// Add email as a comment/reply to an existing ticket
// Access global variables
global $mysqli, $company_name, $company_phone, $config_ticket_prefix, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
global $mysqli, $config_app_name, $company_name, $company_phone, $config_ticket_prefix, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
// Set default reply type
$ticket_reply_type = 'Client';
@ -221,19 +221,22 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
$message = mysqli_escape_string($mysqli, "<i>Email from: $from_email at $date:-</i> <br><br>$message");
// Lookup the ticket ID
$row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email
$row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email, client_name
FROM tickets
LEFT JOIN contacts on tickets.ticket_contact_id = contacts.contact_id
LEFT JOIN clients on tickets.ticket_client_id = clients.client_id
WHERE ticket_number = $ticket_number LIMIT 1"));
if ($row) {
// Get ticket details
$ticket_id = intval($row['ticket_id']);
$ticket_subject = sanitizeInput($row['ticket_subject']);
$ticket_status = sanitizeInput($row['ticket_status']);
$ticket_reply_contact = intval($row['ticket_contact_id']);
$ticket_contact_email = sanitizeInput($row['contact_email']);
$client_id = intval($row['ticket_client_id']);
$client_name = sanitizeInput($row['client_name']);
// Check ticket isn't closed - tickets can't be re-opened
if ($ticket_status == "Closed") {
@ -241,7 +244,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
$email_subject = "Action required: This ticket is already closed";
$email_body = "Hi there, <br><br>You\'ve tried to reply to a ticket that is closed - we won\'t see your response. <br><br>Please raise a new ticket by sending a fresh e-mail to our support address below. <br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$data = [
[
'from' => $config_ticket_from_email,
@ -252,7 +255,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
'body' => $email_body
]
];
addToMailQueue($mysqli, $data);
return true;
@ -332,8 +335,8 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
$tech_email = sanitizeInput($tech_row['user_email']);
$tech_name = sanitizeInput($tech_row['user_name']);
$subject = "Ticket updated - [$config_ticket_prefix$ticket_number] - $subject";
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $tech_name,<br><br>A new reply has been added to the ticket \"$subject\".<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: Open<br>https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
$email_subject = "$config_app_name - Ticket updated - [$config_ticket_prefix$ticket_number] $ticket_subject";
$email_body = "Hello $tech_name,<br><br>A new reply has been added to the below ticket, check ITFlow for full details.<br><br>Client: $client_name<br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $ticket_subject<br><br>https://$config_base_url/ticket.php?ticket_id=$ticket_id";
$data = [
[
@ -341,8 +344,8 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
'from_name' => $config_ticket_from_name,
'recipient' => $tech_email,
'recipient_name' => $tech_name,
'subject' => $subject,
'body' => $body
'subject' => $email_subject,
'body' => $email_body
]
];
@ -353,7 +356,7 @@ function addReply($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 = 'Client-Replied' WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Open' 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");

13
dashboard.php
View File

@ -795,16 +795,17 @@ if ($user_config_dashboard_technical_enable == 1) {
$client_name = nullable_htmlentities($row['client_name']);
$contact_id = intval($row['ticket_contact_id']);
$contact_name = nullable_htmlentities($row['contact_name']);
if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$ticket_status_color = "danger";
} elseif ($ticket_status == "Assigned") {
} elseif ($ticket_status == "Open") {
$ticket_status_color = "primary";
} elseif ($ticket_status == "In-Progress") {
} elseif ($ticket_status == "On Hold") {
$ticket_status_color = "success";
} elseif ($ticket_status == "Auto Close") {
$ticket_status_color = "dark";
} elseif ($ticket_status == "Closed") {
$ticket_status_color = "dark";
} else {
$ticket_status_color = "secondary";
}
if ($ticket_priority == "High") {
@ -1326,4 +1327,4 @@ if ($user_config_dashboard_technical_enable == 1) {
}
}
});
</script>
</script>

12
functions.php
View File

@ -727,7 +727,7 @@ function sanitizeInput($input)
global $mysqli;
// Remove HTML and PHP tags
$input = strip_tags($input);
$input = strip_tags((string) $input);
// Remove white space from beginning and end of input
$input = trim($input);
@ -1029,7 +1029,11 @@ function addToMailQueue($mysqli, $data)
$recipient_name = strval($email['recipient_name']);
$subject = strval($email['subject']);
$body = strval($email['body']);
$cal_str = mysqli_escape_string($mysqli,$email['cal_str']);
$cal_str = '';
if (isset($email['cal_str'])) {
$cal_str = mysqli_escape_string($mysqli,$email['cal_str']);
}
// Check if 'email_queued_at' is set and not empty
if (isset($email['queued_at']) && !empty($email['queued_at'])) {
@ -1110,7 +1114,7 @@ function createiCalStrCancel($originaliCalStr) {
// Import the original iCal string
$cal_event = new ZCiCal($originaliCalStr);
// Iterate through the iCalendar object to find VEVENT nodes
foreach($cal_event->tree->child as $node) {
if($node->getName() == "VEVENT") {
@ -1133,4 +1137,4 @@ function createiCalStrCancel($originaliCalStr) {
// Return the modified iCal string
return $cal_event->export();
}

13
get_settings.php
View File

@ -238,17 +238,10 @@ $asset_status_array = array (
);
$ticket_status_array = array (
'Pending-Assignment',
'Assigned',
'Client-Replied',
'In-Progress',
'Pending-Shipment',
'Pending-Client',
'Pending-Vendor',
'Scheduled',
'Closed',
'Open',
'Auto Close'
'On Hold',
'Auto Close',
'Closed'
);
$industry_select_array = array(

36
portal/portal_post.php
View File

@ -33,7 +33,7 @@ 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 = 'Open', 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 = 'New', ticket_created_by = 0, ticket_contact_id = $contact, ticket_client_id = $client_id");
$id = mysqli_insert_id($mysqli);
// Notify agent DL of the new ticket, if populated with a valid email
@ -88,6 +88,40 @@ if (isset($_POST['add_ticket_comment'])) {
// Update Ticket Last Response Field & set ticket to open as client has replied
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Open' WHERE ticket_id = $ticket_id AND ticket_client_id = $session_client_id LIMIT 1");
// Get ticket details & Notify the assigned tech (if any)
$ticket_details = mysqli_fetch_array(mysqli_query($mysqli, "SELECT * FROM tickets LEFT JOIN clients ON ticket_client_id = client_id WHERE ticket_id = $ticket_id LIMIT 1"));
$ticket_number = intval($ticket_details['ticket_number']);
$ticket_assigned_to = intval($ticket_details['ticket_assigned_to']);
$ticket_subject = sanitizeInput($ticket_details['ticket_subject']);
$client_name = sanitizeInput($ticket_details['client_name']);
if ($ticket_details && $ticket_assigned_to !== 0) {
// Get tech details
$tech_details = mysqli_fetch_array(mysqli_query($mysqli, "SELECT user_email, user_name FROM users WHERE user_id = $ticket_assigned_to LIMIT 1"));
$tech_email = sanitizeInput($tech_details['user_email']);
$tech_name = sanitizeInput($tech_details['user_name']);
$subject = "$config_app_name Ticket updated - [$config_ticket_prefix$ticket_number] $ticket_subject";
$body = "Hello $tech_name,<br><br>A new reply has been added to the below ticket, check ITFlow for full details.<br><br>Client: $client_name<br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $ticket_subject<br><br>https://$config_base_url/ticket.php?ticket_id=$ticket_id";
$data = [
[
'from' => $config_ticket_from_email,
'from_name' => $config_ticket_from_name,
'recipient' => $tech_email,
'recipient_name' => $tech_name,
'subject' => $subject,
'body' => $body
]
];
addToMailQueue($mysqli, $data);
}
// Store any attached any files
if (!empty($_FILES)) {

29
post/ticket.php
View File

@ -11,9 +11,9 @@ if (isset($_POST['add_ticket'])) {
$client_id = intval($_POST['client']);
$assigned_to = intval($_POST['assigned_to']);
if ($assigned_to == 0) {
$ticket_status = 'Pending-Assignment';
$ticket_status = 'New';
} else {
$ticket_status = 'Assigned';
$ticket_status = 'Open';
}
$contact = intval($_POST['contact']);
$subject = sanitizeInput($_POST['subject']);
@ -329,15 +329,14 @@ if (isset($_POST['assign_ticket'])) {
$ticket_id = intval($_POST['ticket_id']);
$assigned_to = intval($_POST['assigned_to']);
$ticket_status = sanitizeInput($_POST['ticket_status']);
if ($ticket_status == 'Pending-Assignment' && $assigned_to > 0) {
$ticket_status = 'Assigned';
if ($ticket_status == 'New' && $assigned_to !== 0) {
$ticket_status = 'Open';
}
// Allow for un-assigning tickets
if ($assigned_to == 0) {
$ticket_reply = "Ticket unassigned, pending re-assignment.";
$ticket_reply = "Ticket unassigned.";
$agent_name = "No One";
$ticket_status = "Pending-Assignment";
} else {
// Get & verify assigned agent details
$agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users LEFT JOIN user_settings ON users.user_id = user_settings.user_id WHERE users.user_id = $assigned_to AND user_settings.user_role > 1");
@ -356,13 +355,14 @@ if (isset($_POST['assign_ticket'])) {
}
// Get & verify ticket details
$ticket_details_sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_client_id FROM tickets WHERE ticket_id = '$ticket_id' AND ticket_status != 'Closed'");
$ticket_details_sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_client_id, client_name FROM tickets LEFT JOIN clients ON ticket_client_id = client_id WHERE ticket_id = '$ticket_id' AND ticket_status != 'Closed'");
$ticket_details = mysqli_fetch_array($ticket_details_sql);
$ticket_prefix = sanitizeInput($ticket_details['ticket_prefix']);
$ticket_number = intval($ticket_details['ticket_number']);
$ticket_subject = sanitizeInput($ticket_details['ticket_subject']);
$client_id = intval($ticket_details['ticket_client_id']);
$client_name = sanitizeInput($ticket_details['client_name']);
if (!$ticket_subject) {
$_SESSION['alert_type'] = "error";
@ -394,8 +394,8 @@ if (isset($_POST['assign_ticket'])) {
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
$company_name = sanitizeInput($session_company_name);
$subject = "$config_app_name - ticket $ticket_prefix$ticket_number assigned to you";
$body = "Hi $agent_name, <br><br>A ticket has been assigned to you!<br><br>Ticket Number: $ticket_prefix$ticket_number<br> Subject: $ticket_subject <br><br>Thanks, <br>$session_name<br>$company_name";
$subject = "$config_app_name - Ticket $ticket_prefix$ticket_number assigned to you - $ticket_subject";
$body = "Hi $agent_name, <br><br>A ticket has been assigned to you!<br><br>Client: $client_name<br>Ticket Number: $ticket_prefix$ticket_number<br> Subject: $ticket_subject<br><br>https://$config_base_url/ticket.php?ticket_id=$ticket_id <br><br>Thanks, <br>$session_name<br>$company_name";
// Email Ticket Agent
// Queue Mail
@ -477,15 +477,14 @@ if (isset($_POST['bulk_assign_ticket'])) {
$ticket_subject = sanitizeInput($row['ticket_subject']);
$client_id = intval($row['ticket_client_id']);
if ($ticket_status == 'Pending-Assignment' && $assign_to > 0) {
$ticket_status = 'Assigned';
if ($ticket_status == 'New' && $assigned_to !== 0) {
$ticket_status = 'Open';
}
// Allow for un-assigning tickets
if ($assign_to == 0) {
$ticket_reply = "Ticket unassigned, pending re-assignment.";
$agent_name = "No One";
$ticket_status = "Pending-Assignment";
} else {
// Get & verify assigned agent details
$agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users LEFT JOIN user_settings ON users.user_id = user_settings.user_id WHERE users.user_id = $assign_to AND user_settings.user_role > 1");
@ -1437,8 +1436,8 @@ if (isset($_POST['set_billable_status'])) {
mysqli_query(
$mysqli,
"UPDATE tickets SET
ticket_billable = '$billable_status'
WHERE ticket_id = $ticket_id"
ticket_billable = '$billable_status'
WHERE ticket_id = $ticket_id"
);
//Logging
@ -1475,7 +1474,7 @@ if (isset($_POST['edit_ticket_schedule'])) {
"UPDATE tickets SET
ticket_schedule = '$schedule',
ticket_onsite = '$onsite',
ticket_status = 'Scheduled'
ticket_status = 'On Hold'
WHERE ticket_id = $ticket_id"
);

32
ticket.php
View File

@ -59,7 +59,7 @@ if (isset($_GET['ticket_id'])) {
$ticket_scheduled_for = nullable_htmlentities($row['ticket_schedule']);
$ticket_onsite = nullable_htmlentities($row['ticket_onsite']);
//Set Ticket Bage Color based of priority
//Set Ticket Badge Color based of priority
if ($ticket_priority == "High") {
$ticket_priority_display = "<span class='p-2 badge badge-danger'>$ticket_priority</span>";
} elseif ($ticket_priority == "Medium") {
@ -72,16 +72,16 @@ if (isset($_GET['ticket_id'])) {
$ticket_feedback = nullable_htmlentities($row['ticket_feedback']);
$ticket_status = nullable_htmlentities($row['ticket_status']);
if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$ticket_status_display = "<span class='p-2 badge badge-danger'>$ticket_status</span>";
} elseif ($ticket_status == "Assigned") {
} elseif ($ticket_status == "Open") {
$ticket_status_display = "<span class='p-2 badge badge-primary'>$ticket_status</span>";
} elseif ($ticket_status == "In-Progress") {
} elseif ($ticket_status == "On Hold") {
$ticket_status_display = "<span class='p-2 badge badge-success'>$ticket_status</span>";
} elseif ($ticket_status == "Closed") {
} elseif ($ticket_status == "Auto Close" || $ticket_status == "Closed") {
$ticket_status_display = "<span class='p-2 badge badge-dark'>$ticket_status</span>";
} else {
$ticket_status_display = "<span class='p-2 badge badge-secondary'>$ticket_status</span>";
$ticket_status_display = "<span class='p-2 badge badge-secondary'>$ticket_status</span>"; // To be removed
}
$ticket_vendor_ticket_number = nullable_htmlentities($row['ticket_vendor_ticket_number']);
@ -276,7 +276,7 @@ if (isset($_GET['ticket_id'])) {
<div class="row">
<div class="col-md-9">
<div class="card card-body">
<div class="card card-outline card-primary mb-3">
@ -328,18 +328,12 @@ if (isset($_GET['ticket_id'])) {
<span class="input-group-text"><i class="fa fa-fw fa-thermometer-half"></i></span>
</div>
<select class="form-control select2" name="status" required>
<option <?php if ($ticket_status == "In-Progress") {
<option <?php if ($ticket_status == "Open") {
echo "selected";
} ?>>In-Progress</option>
<option <?php if ($ticket_status == "Pending-Client") {
} ?>>Open</option>
<option <?php if ($ticket_status == "On Hold") {
echo "selected";
} ?>>Pending-Client</option>
<option <?php if ($ticket_status == "Pending-Vendor") {
echo "selected";
} ?>>Pending-Vendor</option>
<option <?php if ($ticket_status == "Pending-Shipment") {
echo "selected";
} ?>>Pending-Shipment</option>
} ?>>On Hold</option>
<?php if ($config_ticket_autoclose) { ?>
<option <?php if ($ticket_status == 'Auto Close') {
echo "selected";
@ -383,7 +377,7 @@ if (isset($_GET['ticket_id'])) {
</div>
<?php
// Set the initial ticket response type (private/internal note)
// Future updates of the wording/icon are done by Javascript
@ -540,7 +534,7 @@ if (isset($_GET['ticket_id'])) {
</div>
</div>
<div class="col-md-3">
<div class="card card-body">

4
ticket_bulk_close_modal.php
View File

@ -18,8 +18,8 @@
<div class="form-group">
<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 a Private</label>
<small class="form-text text-muted">If checked the contact and any watcher will not be informed</small>
<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>
</div>
</div>

13
ticket_bulk_reply_modal.php
View File

@ -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-paper-plane mr-2"></i>Bulk Reply</h5>
<h5 class="modal-title"><i class="fas fa-fw fa-paper-plane mr-2"></i>Bulk Update/Reply</h5>
<button type="button" class="close text-white" data-dismiss="modal">
<span>&times;</span>
</button>
@ -16,11 +16,8 @@
<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>In-Progress</option>
<option>Pending-Client</option>
<option>Pending-Vendor</option>
<option>Pending-Shipment</option>
<option>Scheduled</option>
<option>Open</option>
<option>On Hold</option>
</select>
</div>
@ -31,8 +28,8 @@
<div class="form-group">
<div class="custom-control custom-checkbox">
<input type="checkbox" class="custom-control-input" id="bulkPrivateReplyCheckbox" name="bulk_private_reply" value="1">
<label class="custom-control-label" for="bulkPrivateReplyCheckbox">Mark as a Private</label>
<small class="form-text text-muted">If checked the contact and any watcher will not be informed</small>
<label class="custom-control-label" for="bulkPrivateReplyCheckbox">Mark as internal</label>
<small class="form-text text-muted">If checked this note will only be visible to agents.</small>
</div>
</div>

52
tickets.php
View File

@ -163,7 +163,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
</a>
<div class="dropdown-divider"></div>
<a class="dropdown-item" href="#" data-toggle="modal" data-target="#bulkReplyTicketModal">
<i class="fas fa-fw fa-paper-plane mr-2"></i>Bulk Reply
<i class="fas fa-fw fa-paper-plane mr-2"></i>Bulk Update/Reply
</a>
</div>
</div>
@ -236,24 +236,18 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
<div class="form-group">
<label>Ticket Status</label>
<select class="form-control select2" name="status[]" data-placeholder="Select Status" multiple>
<option value="In-Progress" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('In-Progress', $_GET['status'])) {
<option value="New" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('New', $_GET['status'])) {
echo 'selected';
} ?>>In-Progress</option>
<option value="Client-Replied" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Client-Replied', $_GET['status'])) {
} ?>>New</option>
<option value="Open" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Open', $_GET['status'])) {
echo 'selected';
} ?>>Client-Replied</option>
<option value="Pending-Client" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Pending-Client', $_GET['status'])) {
} ?>>Open</option>
<option value="On Hold" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('On Hold', $_GET['status'])) {
echo 'selected';
} ?>>Pending-Client</option>
<option value="Pending-Vendor" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Pending-Vendor', $_GET['status'])) {
} ?>>On Hold</option>
<option value="Auto Close" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Auto Close', $_GET['status'])) {
echo 'selected';
} ?>>Pending-Vendor</option>
<option value="Pending-Shipment" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Pending-Shipment', $_GET['status'])) {
echo 'selected';
} ?>>Pending-Shipment</option>
<option value="Scheduled" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Scheduled', $_GET['status'])) {
echo 'selected';
} ?>>Scheduled</option>
} ?>>Auto Close</option>
<option value="Closed" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Closed', $_GET['status'])) {
echo 'selected';
} ?>>Closed</option>
@ -338,6 +332,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
$ticket_priority = nullable_htmlentities($row['ticket_priority']);
$ticket_status = nullable_htmlentities($row['ticket_status']);
$ticket_billable = intval($row['ticket_billable']);
$ticket_scheduled_for = nullable_htmlentities($row['ticket_schedule']);
$ticket_vendor_ticket_number = nullable_htmlentities($row['ticket_vendor_ticket_number']);
$ticket_created_at = nullable_htmlentities($row['ticket_created_at']);
$ticket_created_at_time_ago = timeAgo($row['ticket_created_at']);
@ -362,20 +357,17 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
$contact_phone = formatPhoneNumber($row['contact_phone']);
$contact_extension = nullable_htmlentities($row['contact_extension']);
$contact_mobile = formatPhoneNumber($row['contact_mobile']);
if ($ticket_status == "Pending-Assignment") {
if ($ticket_status == "New") {
$ticket_status_color = "danger";
} elseif ($ticket_status == "Assigned") {
} elseif ($ticket_status == "Open") {
$ticket_status_color = "primary";
} elseif ($ticket_status == "In-Progress") {
} elseif ($ticket_status == "On Hold") {
$ticket_status_color = "success";
} elseif ($ticket_status == "Closed") {
$ticket_status_color = "dark";
} elseif ($ticket_status == "Auto Close") {
$ticket_status_color = "dark";
} elseif ($ticket_status == "Client-Replied") {
$ticket_status_color = "warning";
} else {
$ticket_status_color = "secondary";
} elseif ($ticket_status == "Closed") {
$ticket_status_color = "dark";
}
if ($ticket_priority == "High") {
@ -385,6 +377,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
} else {
$ticket_priority_color = "info";
}
$ticket_assigned_to = intval($row['ticket_assigned_to']);
if (empty($ticket_assigned_to)) {
if ($ticket_status == "Closed") {
@ -430,8 +423,8 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
<div class="mt-1"><?php echo $contact_display; ?></div>
</td>
<?php if ($config_module_enable_accounting) {
?>
<?php if ($config_module_enable_accounting) { ?>
<td class="text-center">
<a href="#" data-toggle="modal" data-target="#editTicketBillableModal<?php echo $ticket_id; ?>">
<?php
@ -442,11 +435,10 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
}
?>
</td>
<?php
}
?>
<?php } ?>
<td><a href="#" data-toggle="modal" data-target="#editTicketPriorityModal<?php echo $ticket_id; ?>"><span class='p-2 badge badge-pill badge-<?php echo $ticket_priority_color; ?>'><?php echo $ticket_priority; ?></span></a></td>
<td><span class='p-2 badge badge-pill badge-<?php echo $ticket_status_color; ?>'><?php echo $ticket_status; ?></span></td>
<td><span class='p-2 badge badge-pill badge-<?php echo $ticket_status_color; ?>'><?php echo $ticket_status; ?></span> <?php if ($ticket_status == 'On Hold' && isset ($ticket_scheduled_for)) { echo "<div class=\"mt-1\"> <small class='text-secondary'> $ticket_scheduled_for </small></div>"; } ?></td>
<td><a href="#" data-toggle="modal" data-target="#assignTicketModal<?php echo $ticket_id; ?>"><?php echo $ticket_assigned_to_display; ?></a></td>
<td><?php echo $ticket_updated_at_display; ?></td>
<td>