Canned Responses - replies an agent puts into a ticket in one go,
* from the picker above the reply box. Each is offered on tickets in the
* ticket categories it is set to, or on every ticket, and its placeholders
* are filled in from the ticket as it goes in. Each row shows what it says,
* where it is offered, what picking it sets up on the reply (who sees it,
* the status after it, time worked), the files that go with it and how often
* it has gone into a reply. A response can be changed, copied as the start of
* another, exported, archived - not offered on tickets - or deleted. The New
* button's menu imports and exports them as a file, and leads to the
* Canned Responses report and the starter ones.
*
* Active and Archived hold the shared ones; Agents' own the ones agents made
* for themselves (in their account, or saved from a reply), each with whose
* it is - one can be shared with everyone from its menu. The work is in
* functions/canned_response.php; the handlers are admin/post/canned_response.php.
*/
// Default Column Sortby Filter
$sort = "canned_response_name";
$order = "ASC";
require_once "includes/inc_all_admin.php";
// The views: the shared ones offered now, the agents' own, and the archived ones
$views = [
'' => ['label' => 'Active', 'icon' => 'fa-comment-dots', 'where' => 'canned_response_archived_at IS NULL AND canned_response_user_id = 0', 'title' => 'Shared - offered to everyone'],
'personal' => ['label' => "Agents' own", 'icon' => 'fa-user', 'where' => 'canned_response_archived_at IS NULL AND canned_response_user_id > 0', 'title' => 'Offered to the agent who made each - share one with everyone from its menu'],
'archived' => ['label' => 'Archived', 'icon' => 'fa-archive', 'where' => 'canned_response_archived_at IS NOT NULL', 'title' => 'Not offered on tickets'],
];
$show = (string) ($_GET['show'] ?? '');
$show = isset($views[$show]) ? $show : '';
$show_archived = $show === 'archived';
// Where it is offered: any, every ticket (no category), or one ticket category
$category_filter = (string) ($_GET['category'] ?? '');
$category_filter = $category_filter === 'every' || intval($category_filter) > 0 ? ($category_filter === 'every' ? 'every' : (string) intval($category_filter)) : '';
// Only these sort - an unknown column would take the page down
$sortable_columns = [
'canned_response_name' => "canned_response_name $order",
'use_count' => "use_count $order, canned_response_name ASC",
'last_used' => "last_used IS NULL, last_used $order, canned_response_name ASC",
];
if (!isset($sortable_columns[$sort])) {
$sort = 'canned_response_name';
}
$filters = "(canned_response_name LIKE '%$q%' OR canned_response_body LIKE '%$q%')";
if ($category_filter === 'every') {
$filters .= " AND NOT EXISTS (SELECT 1 FROM canned_response_categories c WHERE c.canned_response_id = canned_responses.canned_response_id)";
} elseif ($category_filter !== '') {
$filters .= " AND EXISTS (SELECT 1 FROM canned_response_categories c WHERE c.canned_response_id = canned_responses.canned_response_id AND c.category_id = " . intval($category_filter) . ")";
}
$sql = mysqli_query($mysqli, "SELECT SQL_CALC_FOUND_ROWS canned_responses.canned_response_id, canned_response_name, canned_response_body, canned_response_reply_type, canned_response_ticket_status, canned_response_minutes,
canned_response_user_id, canned_response_created_at, canned_response_updated_at, canned_response_archived_at, owner.user_name AS owner_name,
COALESCE(used.use_count, 0) AS use_count, used.last_used
FROM canned_responses
LEFT JOIN users owner ON owner.user_id = canned_response_user_id AND canned_response_user_id > 0
LEFT JOIN (
SELECT canned_response_use_canned_response_id AS used_id, COUNT(*) AS use_count, MAX(canned_response_use_created_at) AS last_used
FROM canned_response_uses GROUP BY canned_response_use_canned_response_id
) used ON used.used_id = canned_responses.canned_response_id
WHERE $filters AND {$views[$show]['where']}
ORDER BY {$sortable_columns[$sort]}, canned_responses.canned_response_id ASC
LIMIT $record_from, $record_to");
$num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()"));
$responses = [];
while ($row = mysqli_fetch_assoc($sql)) {
$responses[intval($row['canned_response_id'])] = $row;
}
$response_categories = cannedResponseCategoriesFor(array_keys($responses));
$response_files = cannedResponseFilesFor(array_keys($responses));
$counts = mysqli_fetch_row(mysqli_query($mysqli, "SELECT " . implode(', ', array_map(function ($view) {
return "COALESCE(SUM({$view['where']}), 0)";
}, $views)) . " FROM canned_responses WHERE $filters"));
$view_counts = array_combine(array_keys($views), $counts);
$sort_link = function ($column, $label) use ($url_query_strings_sort, $sort, $disp, $order_icon) {
return ''
. $label . ($sort === $column ? " $order_icon" : '') . '';
};
$pill_url = function ($view) use ($category_filter) {
return '?' . http_build_query(array_filter(['q' => $_GET['q'] ?? '', 'category' => $category_filter, 'show' => $view]));
};
$add_url = 'modals/canned_response/canned_response_add.php' . (intval($category_filter) > 0 ? '?category=' . intval($category_filter) : '');
$csrf = $_SESSION['csrf_token'];
?>
'canned responses',
'icon' => 'fa-comment-dots',
'filtered' => $q !== '' || $category_filter !== '',
'archived' => $show_archived,
'views' => ['show'],
'view' => $show === 'personal' ? [
'title' => "No agents' own canned responses",
'icon' => 'fa-user',
'text' => 'Agents make their own in their account, under Canned Responses, or with Save as canned response on a ticket reply. Share one with everyone from its menu here.',
'actions' => [],
] : [],
'text' => 'Replies agents put into a ticket in one go - "Password reset done", "Waiting on you". [Contact], [Ticket], [Agent] and the like are filled in from the ticket.',
'actions' => [['label' => 'New Canned Response', 'modal' => $add_url, 'size' => 'lg']],
];
require_once "../includes/filter_footer.php";
?>