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itflow
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Allow for tickets to be unassigned after being assigned to an agent. 

Hide accountants from ticket assignment list on ticket.php.
This commit is contained in:
Marcus Hill 2022-05-11 20:27:18 +01:00
parent 647f133f48
commit fc3b83d43a
2 changed files with 23 additions and 12 deletions
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27
post.php
View File

@ -5809,16 +5809,23 @@ if(isset($_POST['assign_ticket'])){
$ticket_id = intval($_POST['ticket_id']);
$assigned_to = intval($_POST['assigned_to']);
// Get & verify assigned agent details
$agent_details_sql = mysqli_query($mysqli, "SELECT user_name 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");
$agent_details = mysqli_fetch_array($agent_details_sql);
$agent_name = $agent_details['user_name'];
// Allow for un-assigning tickets
if($assigned_to == 0){
$ticket_reply = "Ticket unassigned.";
if(!$agent_name){
$_SESSION['alert_type'] = "danger";
$_SESSION['alert_message'] = "Invalid agent!";
header("Location: " . $_SERVER["HTTP_REFERER"]);
exit();
} else {
// Get & verify assigned agent details
$agent_details_sql = mysqli_query($mysqli, "SELECT user_name 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");
$agent_details = mysqli_fetch_array($agent_details_sql);
$agent_name = $agent_details['user_name'];
$ticket_reply = "Ticket re-assigned to $agent_details[user_name].";
if(!$agent_name){
$_SESSION['alert_type'] = "danger";
$_SESSION['alert_message'] = "Invalid agent!";
header("Location: " . $_SERVER["HTTP_REFERER"]);
exit();
}
}
// Get & verify ticket details
@ -5836,7 +5843,7 @@ if(isset($_POST['assign_ticket'])){
// Update ticket & insert reply
mysqli_query($mysqli,"UPDATE tickets SET ticket_assigned_to = $assigned_to WHERE ticket_id = $ticket_id AND company_id = $session_company_id");
mysqli_query($mysqli,"INSERT INTO ticket_replies SET ticket_reply = 'Ticket re-assigned to $agent_name', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id, company_id = $session_company_id") or die(mysqli_error($mysqli));
mysqli_query($mysqli,"INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id, company_id = $session_company_id") or die(mysqli_error($mysqli));
// Logging
mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Modify', log_description = '$ticket_subject reassigned to $agent_name', log_ip = '$session_ip', log_user_agent = '$session_user_agent', company_id = $session_company_id, log_user_id = $session_user_id");

8
ticket.php
View File

@ -557,10 +557,14 @@ if(isset($_GET['ticket_id'])){
<span class="input-group-text"><i class="fa fa-fw fa-user"></i></span>
</div>
<select class="form-control select2" name="assigned_to" <?php if($ticket_status == "Closed") {echo "disabled";} ?>>
<option value="">Not Assigned</option>
<option value="0">Not Assigned</option>
<?php
$sql_assign_to_select = mysqli_query($mysqli,"SELECT * FROM users, user_companies WHERE users.user_id = user_companies.user_id AND user_companies.company_id = $session_company_id AND user_archived_at IS NULL ORDER BY user_name ASC");
$sql_assign_to_select = mysqli_query($mysqli,"SELECT users.user_id, user_name FROM users
LEFT JOIN user_companies ON users.user_id = user_companies.user_id
LEFT JOIN user_settings on users.user_id = user_settings.user_id
WHERE user_companies.company_id = $session_company_id
AND user_role > 1 AND user_archived_at IS NULL ORDER BY user_name ASC");
while($row = mysqli_fetch_array($sql_assign_to_select)){
$user_id = $row['user_id'];
$user_name = $row['user_name'];