0, CASE WHEN ticket_first_response_at IS NULL THEN ticket_response_due_at ELSE ticket_resolution_due_at END, NULL), '9999-12-31'))";
$sort_sql = [
'ticket_number' => "ticket_number $order",
'ticket_subject' => "ticket_subject $order, ticket_number DESC",
'client_name' => "client_name $order, ticket_number DESC",
'contact_name' => "contact_name $order, ticket_number DESC",
'ticket_billable' => "ticket_invoice_id > 0 $order, ticket_billable $order, ticket_number DESC",
'ticket_priority' => "CASE ticket_priority WHEN 'Urgent' THEN 0 WHEN 'High' THEN 1 WHEN 'Medium' THEN 2 WHEN 'Low' THEN 3 ELSE 4 END $order, ticket_number DESC",
'ticket_status' => "ticket_status_order $order, ticket_status $order, ticket_number DESC",
'user_name' => "ticket_assigned_to = 0 $order, user_name $order, ticket_number DESC",
'ticket_updated_at' => "COALESCE(ticket_updated_at, ticket_created_at) $order",
'ticket_created_at' => "ticket_created_at $order",
'ticket_sla' => "(NOT " . TICKET_OPEN_SQL . " OR (ticket_due_at IS NULL AND ticket_sla_id = 0)) ASC,
CASE WHEN (ticket_sla_id > 0 AND $ticket_stage_sql = 2) OR ticket_due_at < NOW() THEN 0
WHEN COALESCE(ticket_status_pauses_sla, 0) = 1 THEN 3
WHEN ticket_sla_id > 0 AND $ticket_stage_sql = 1 THEN 1
ELSE 2 END $order,
$ticket_next_due_sql $order, ticket_number DESC",
];
if (!isset($sort_sql[$sort])) {
$sort = 'ticket_number';
}
$sql = mysqli_query($mysqli,
"SELECT SQL_CALC_FOUND_ROWS $ticket_select_columns
FROM tickets
$ticket_joins
$ticket_where
ORDER BY {$sort_sql[$sort]}
LIMIT $record_from, $record_to"
);
$num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()"));
// The page first, then the last reply and the tasks for all of it in two queries
$tickets = [];
while ($row = mysqli_fetch_assoc($sql)) {
$tickets[intval($row['ticket_id'])] = $row;
}
$last_replies = ticketLastReplies(array_keys($tickets));
$tickets_tags = tagsForRecords('ticket', array_keys($tickets));
$task_counts = ticketTaskCounts(array_keys($tickets));
// A Due column only when there is something to put in it
$show_due = $sla_in_use || mysqli_num_rows(mysqli_query($mysqli, "SELECT 1 FROM tickets WHERE ticket_due_at IS NOT NULL AND ticket_closed_at IS NULL LIMIT 1"));
$sort_link = function ($column, $label, $class = '') use ($url_query_strings_sort, $sort, $disp, $order_icon) {
return ''
. $label . ($sort === $column ? " $order_icon" : '') . '';
};
?>
'tickets',
'icon' => 'fa-life-ring',
'filtered' => $q !== '' || $active_filters || $assigned_filter !== '' || $client_filter,
'views' => ['show', 'view'],
'view' => $show === 'open' ? ['title' => 'No open tickets', 'text' => 'Nothing is waiting to be worked on.', 'icon' => 'fa-check'] : emptyStatePill($shows, $show),
'text' => 'Tickets come in by email and from the client portal, or add one here.',
'actions' => $can_edit ? [['label' => 'New Ticket', 'modal' => "modals/ticket/ticket_add.php?$client_url", 'size' => 'lg']] : [],
];
require_once "../includes/filter_footer.php";
?>