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Merge pull request #436 from wrongecho/ticket-reassign 

Ticket assign/reassign improvement
This commit is contained in:
Johnny 2022-04-07 21:16:02 -04:00 committed by GitHub
parent 36fabb2d88 815ada9da5
commit fe8fe10492
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1 changed files with 30 additions and 3 deletions
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33
post.php
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@ -6097,6 +6097,7 @@ if(isset($_POST['edit_ticket'])){
if(isset($_POST['assign_ticket'])){
// Role check
if($session_user_role == 1){
$_SESSION['alert_type'] = "danger";
$_SESSION['alert_message'] = "You are not permitted to do that!";
@ -6104,15 +6105,41 @@ if(isset($_POST['assign_ticket'])){
exit();
}
// POST variables
$ticket_id = intval($_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 = $agent_details['user_name'];
if(!$agent_name){
$_SESSION['alert_type'] = "danger";
$_SESSION['alert_message'] = "Invalid agent!";
header("Location: " . $_SERVER["HTTP_REFERER"]);
exit();
}
// Get & verify ticket details
$ticket_details_sql = mysqli_query($mysqli, "SELECT ticket_subject FROM tickets WHERE ticket_id = '$ticket_id' AND ticket_status != 'Closed'");
$ticket_details = mysqli_fetch_array($ticket_details_sql);
$ticket_subject = $ticket_details['ticket_subject'];
if(!$ticket_subject){
$_SESSION['alert_type'] = "danger";
$_SESSION['alert_message'] = "Invalid ticket!";
header("Location: " . $_SERVER["HTTP_REFERER"]);
exit();
}
// Update ticket & insert reply
mysqli_query($mysqli,"UPDATE tickets SET ticket_updated_at = NOW(), 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', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_created_at = NOW(), 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 re-assigned to $agent_name', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_created_at = NOW(), 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($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Modify', log_description = '$subject', log_created_at = NOW(), company_id = $session_company_id, log_user_id = $session_user_id");
// Logging
mysqli_query($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', log_created_at = NOW(), company_id = $session_company_id, log_user_id = $session_user_id");
$_SESSION['alert_message'] = "Ticket re-assigned";