0 AND (ticket_response_sla_alert_stage = 2 OR ticket_resolution_sla_alert_stage = 2 OR ticket_response_sla_met = 0 OR ticket_resolution_sla_met = 0)';
} elseif ($ticket_sla_filter == 'at_risk') {
$ticket_sla_query = 'AND ticket_sla_id > 0 AND COALESCE(ticket_status_pauses_sla, 0) = 0 AND (ticket_response_sla_alert_stage = 1 OR ticket_resolution_sla_alert_stage = 1)';
} elseif ($ticket_sla_filter == 'paused') {
$ticket_sla_query = 'AND ticket_sla_id > 0 AND ticket_status_pauses_sla = 1';
} elseif ($ticket_sla_filter == 'met') {
$ticket_sla_query = 'AND ticket_sla_id > 0 AND ticket_response_sla_met = 1 AND (ticket_resolution_sla_met = 1 OR ticket_resolution_due_at IS NULL)';
} elseif ($ticket_sla_filter == 'none') {
$ticket_sla_query = 'AND ticket_sla_id = 0';
}
}
if (isset($_GET['assigned']) & !empty($_GET['assigned'])) {
if ($_GET['assigned'] == 'unassigned') {
$ticket_assigned_query = 'AND ticket_assigned_to = 0';
$ticket_assigned_filter_id = 0;
} else {
$ticket_assigned_query = 'AND ticket_assigned_to = ' . intval($_GET['assigned']);
$ticket_assigned_filter_id = intval($_GET['assigned']);
}
}
// Project filter
// Default - any (including tickets without a project)
$ticket_project_snippet = '';
$ticket_project_filter_id = '';
if (isset($_GET['project']) & !empty($_GET['project']) && $_GET['project'] > '0') {
$ticket_project_snippet = 'AND ticket_project_id = ' . intval($_GET['project']);
$ticket_project_filter_id = intval($_GET['project']);
}
// Ticket client access overide - This is the only way to show tickets without a client to agents with restricted client access
$access_permission_query_overide = '';
if ($client_access_string) {
$access_permission_query_overide = "AND ticket_client_id IN (0,$client_access_string)";
}
// Main ticket query:
$query =
"SELECT SQL_CALC_FOUND_ROWS * FROM tickets
LEFT JOIN clients ON ticket_client_id = client_id
LEFT JOIN contacts ON ticket_contact_id = contact_id
LEFT JOIN users ON ticket_assigned_to = user_id
LEFT JOIN assets ON ticket_asset_id = asset_id
LEFT JOIN locations ON ticket_location_id = location_id
LEFT JOIN vendors ON ticket_vendor_id = vendor_id
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
LEFT JOIN categories ON ticket_category = category_id
WHERE $ticket_status_snippet " . $ticket_assigned_query . "
$category_query
AND DATE(ticket_created_at) BETWEEN '$dtf' AND '$dtt'
AND (CONCAT(ticket_prefix,ticket_number) LIKE '%$q%' OR client_name LIKE '%$q%' OR ticket_subject LIKE '%$q%' OR ticket_status_name LIKE '%$q%' OR ticket_priority LIKE '%$q%' OR user_name LIKE '%$q%' OR contact_name LIKE '%$q%' OR asset_name LIKE '%$q%' OR vendor_name LIKE '%$q%' OR ticket_vendor_ticket_number LIKE '%q%')
$ticket_sla_query
$ticket_billable_snippet
$ticket_project_snippet
$access_permission_query_overide
$client_query
ORDER BY
CASE
WHEN '$sort' = 'ticket_priority' THEN
CASE ticket_priority
WHEN 'Urgent' THEN 0
WHEN 'High' THEN 1
WHEN 'Medium' THEN 2
WHEN 'Low' THEN 3
ELSE 4 -- Optional: for unexpected priority values
END
ELSE NULL
END $order,
$sort $order -- Apply normal sorting by $sort and $order
LIMIT $record_from, $record_to";
$sql = mysqli_query($mysqli,$query);
$num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()"));
//Get Total tickets open
$sql_total_tickets_open = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_open FROM tickets WHERE ticket_resolved_at IS NULL $client_query $access_permission_query_overide");
$row = mysqli_fetch_assoc($sql_total_tickets_open);
$total_tickets_open = intval($row['total_tickets_open']);
//Get Total tickets closed
$sql_total_tickets_closed = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_closed FROM tickets WHERE ticket_resolved_at IS NOT NULL $client_query $access_permission_query_overide");
$row = mysqli_fetch_assoc($sql_total_tickets_closed);
$total_tickets_closed = intval($row['total_tickets_closed']);
//Get Unassigned tickets
$sql_total_tickets_unassigned = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_unassigned FROM tickets WHERE ticket_assigned_to = '0' AND ticket_resolved_at IS NULL $client_query $access_permission_query_overide");
$row = mysqli_fetch_assoc($sql_total_tickets_unassigned);
$total_tickets_unassigned = intval($row['total_tickets_unassigned']);
//Get Total tickets assigned to me
$sql_total_tickets_assigned = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_assigned FROM tickets WHERE ticket_assigned_to = $session_user_id AND ticket_resolved_at IS NULL $client_query $access_permission_query_overide");
$row = mysqli_fetch_assoc($sql_total_tickets_assigned);
$user_active_assigned_tickets = intval($row['total_tickets_assigned']);
$sql_categories_filter = mysqli_query(
$mysqli,
"SELECT * FROM categories
WHERE category_type = 'Ticket'
AND category_archived_at IS NULL
ORDER BY category_name"
);
?>