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itflow/agent/ticket.php
johnnyq 1e5bffff3c Rates, net terms and SLAs come from the client's contract, else the instance defaults: database 3.5.0 adds a default after-hours rate (Settings > Defaults, now Rates and terms), gives each client whose own rate, net terms or SLAs differ from the defaults an active Standard terms contract setting just those (12-month term renewing itself, starting the day the client was added or the day before its earliest contract, archived with an archived client), deletes per-client SLA assignments and drops clients.client_rate and client_net_terms; time bills at the contract's rate, its after-hours rate or the default after-hours rate, else the default rate, new invoices are due on the contract's net terms else the default, and new tickets get the contract's SLA else the default; a client's own terms still apply until the update runs; the client add and edit windows lose the rate, terms and SLA fields for a note saying what the client is billed on and where it comes from, the Clients list loses Set Hourly Rate and Set Net Terms and shows the contract's rate, the overview's Terms shows the after-hours rate and whether terms are a contract's or the defaults, a contract's page and document show what it leaves empty from another contract in force or the default so signed documents stay unchanged, contract windows show the defaults as placeholders, contract names take a proper possessive; the client import and API create make a Standard terms contract for a rate or terms that aren't the defaults (returning contract_id), API update reports them in not_kept; the client export gives the rates, terms and SLAs as billed; demo data puts each demo client's terms on a contract; changelog updated
2026-10-27 22:22:34 -04:00

1965 lines
134 KiB
PHP
Raw Blame History

<?php
// If client_id is in URI then show client Side Bar and client header
if (isset($_GET['client_id'])) {
require_once "includes/inc_all_client.php";
$client_url = "client_id=$client_id&";
} else {
require_once "includes/inc_all.php";
$client_url = '';
}
// Tickets with no client stay visible to restricted agents - clientScopeSql() includes 0
$access_permission_query_overide = clientScopeSql('ticket_client_id');
// Perms
enforceUserPermission('module_support');
// Initialize the HTML Purifier to prevent XSS
require_once "../libs/htmlpurifier/HTMLPurifier.standalone.php";
$purifier_config = HTMLPurifier_Config::createDefault();
$purifier_config->set('Cache.DefinitionImpl', null); // Disable cache by setting a non-existent directory or an invalid one
$purifier_config->set('URI.AllowedSchemes', ['data' => true, 'src' => true, 'http' => true, 'https' => true]);
$purifier = new HTMLPurifier($purifier_config);
if (isset($_GET['ticket_id'])) {
$ticket_id = intval($_GET['ticket_id']);
$sql = mysqli_query(
$mysqli,
"SELECT * 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 locations ON ticket_location_id = location_id
LEFT JOIN assets ON ticket_asset_id = asset_id
LEFT JOIN asset_interfaces ON interface_asset_id = asset_id AND interface_primary = 1
LEFT JOIN vendors ON ticket_vendor_id = vendor_id
LEFT JOIN projects ON ticket_project_id = project_id
LEFT JOIN quotes ON ticket_quote_id = quote_id
LEFT JOIN invoices ON ticket_invoice_id = invoice_id
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
LEFT JOIN categories ON ticket_category = category_id
WHERE ticket_id = $ticket_id
$access_permission_query_overide
LIMIT 1"
);
if (mysqli_num_rows($sql) == 0) {
echo "<center><h1 class='text-secondary mt-5'>Nothing to see here</h1><a class='btn btn-lg btn-secondary mt-3' href='tickets.php'><i class='fa fa-fw fa-arrow-left'></i> Go Back</a></center>";
require_once "../includes/footer.php";
} else {
$ticket = mysqli_fetch_assoc($sql);
$client_id = intval($ticket['client_id']);
$client_name = escapeHtml($ticket['client_name']);
$ticket_prefix = escapeHtml($ticket['ticket_prefix']);
$ticket_number = intval($ticket['ticket_number']);
$ticket_reference = "$ticket_prefix$ticket_number";
$ticket_source = escapeHtml($ticket['ticket_source']);
$ticket_category = intval($ticket['ticket_category']);
$ticket_category_display = escapeHtml($ticket['category_name']);
$ticket_subject = escapeHtml($ticket['ticket_subject']);
$ticket_details = $purifier->purify($ticket['ticket_details']);
$ticket_priority = escapeHtml($ticket['ticket_priority']);
$ticket_billable = intval($ticket['ticket_billable']);
$ticket_scheduled_for = escapeHtml($ticket['ticket_schedule']);
$ticket_onsite = intval($ticket['ticket_onsite']);
if ($ticket_scheduled_for) {
$ticket_scheduled_wording = date('M d, Y • g:i A', strtotime($ticket_scheduled_for));
} else {
$ticket_scheduled_wording = "Not scheduled";
}
// Set Ticket Badge Color based of priority
if ($ticket_priority == "Urgent") {
$ticket_priority_color = "dark";
} elseif ($ticket_priority == "High") {
$ticket_priority_color = "danger";
} elseif ($ticket_priority == "Medium") {
$ticket_priority_color = "warning";
} else {
$ticket_priority_color = "info";
}
$ticket_feedback = escapeHtml($ticket['ticket_feedback']);
$ticket_status = intval($ticket['ticket_status_id']);
$ticket_status_id = intval($ticket['ticket_status_id']);
$ticket_status_name = escapeHtml($ticket['ticket_status_name']);
$ticket_status_color = escapeHtml($ticket['ticket_status_color']);
$ticket_vendor_ticket_number = escapeHtml($ticket['ticket_vendor_ticket_number']);
$ticket_created_at = escapeHtml($ticket['ticket_created_at']);
$ticket_created_at_ago = timeAgo($ticket['ticket_created_at']);
$ticket_created_by = intval($ticket['ticket_created_by']);
$ticket_date = date('Y-m-d', strtotime($ticket_created_at));
$ticket_updated_at = escapeHtml($ticket['ticket_updated_at']);
$ticket_updated_at_ago = timeAgo($ticket['ticket_updated_at']);
$ticket_first_response_at = escapeHtml($ticket['ticket_first_response_at']);
$ticket_sla_id = intval($ticket['ticket_sla_id']);
$ticket_response_due_at = escapeHtml($ticket['ticket_response_due_at']);
$ticket_resolution_due_at = escapeHtml($ticket['ticket_resolution_due_at']);
$ticket_response_sla_met = $ticket['ticket_response_sla_met'];
$ticket_resolution_sla_met = $ticket['ticket_resolution_sla_met'];
$ticket_sla_paused = intval($ticket['ticket_status_pauses_sla']);
$ticket_sla_name = "None";
if ($ticket_sla_id) {
$sla_name_sql = mysqli_query($mysqli, "SELECT sla_name FROM slas WHERE sla_id = $ticket_sla_id");
if (mysqli_num_rows($sla_name_sql)) {
$ticket_sla_name = escapeHtml(mysqli_fetch_assoc($sla_name_sql)['sla_name']);
}
}
$ticket_resolved_at = escapeHtml($ticket['ticket_resolved_at']);
$ticket_resolved_at_ago = timeAgo($ticket['ticket_resolved_at']);
$ticket_closed_at = escapeHtml($ticket['ticket_closed_at']);
$ticket_closed_at_ago = timeAgo($ticket['ticket_closed_at']);
$ticket_closed_by = intval($ticket['ticket_closed_by']);
// The three states the page keys its controls off
$ticket_is_closed = !empty($ticket_closed_at);
$ticket_is_resolved = !empty($ticket_resolved_at);
$ticket_is_open = !$ticket_is_resolved && !$ticket_is_closed;
$can_edit_ticket = lookupUserPermission("module_support") >= 2;
$ticket_assigned_to_display = formatAssignee($ticket['ticket_assigned_to'], $ticket['user_name'], $ticket['user_avatar'], $ticket_is_open);
// Tab Title // No Sanitizing needed
$page_title = $ticket['ticket_subject'];
$tab_title = "{$ticket['ticket_prefix']}{$ticket['ticket_number']}";
$contact_id = intval($ticket['contact_id']);
$contact_client_id = intval($ticket['contact_client_id']);
$contact_name = escapeHtml($ticket['contact_name']);
$contact_photo = escapeHtml($ticket['contact_photo']);
$contact_title = escapeHtml($ticket['contact_title']);
$contact_email = escapeHtml($ticket['contact_email']);
$contact_phone_country_code = escapeHtml($ticket['contact_phone_country_code']);
$contact_phone = escapeHtml(formatPhoneNumber($ticket['contact_phone'], $contact_phone_country_code));
$contact_extension = escapeHtml($ticket['contact_extension']);
$contact_mobile_country_code = escapeHtml($ticket['contact_mobile_country_code']);
$contact_mobile = escapeHtml(formatPhoneNumber($ticket['contact_mobile'], $contact_mobile_country_code));
$asset_id = intval($ticket['asset_id']);
$asset_name = escapeHtml($ticket['asset_name']);
$asset_type = escapeHtml($ticket['asset_type']);
$asset_icon = getAssetIcon($asset_type);
$vendor_id = intval($ticket['ticket_vendor_id']);
$vendor_name = escapeHtml($ticket['vendor_name']);
$vendor_contact_name = escapeHtml($ticket['vendor_contact_name']);
$vendor_phone_country_code = escapeHtml($ticket['vendor_phone_country_code']);
$vendor_phone = escapeHtml(formatPhoneNumber($ticket['vendor_phone'], $vendor_phone_country_code));
$vendor_email = escapeHtml($ticket['vendor_email']);
$vendor_website = escapeHtml($ticket['vendor_website']);
$location_id = intval($ticket['location_id']);
$location_name = escapeHtml($ticket['location_name']);
$location_phone = formatPhoneNumber($ticket['location_phone']);
$quote_id = intval($ticket['ticket_quote_id']);
$quote_prefix = escapeHtml($ticket['quote_prefix']);
$quote_number = intval($ticket['quote_number']);
// The quote row may have been deleted out from under the ticket
$quote_reference = $quote_number ? "$quote_prefix$quote_number" : "#$quote_id";
$invoice_id = intval($ticket['ticket_invoice_id']);
$invoice_prefix = escapeHtml($ticket['invoice_prefix']);
$invoice_number = intval($ticket['invoice_number']);
// Same for the invoice - fall back to the id rather than rendering a bare 0
$invoice_reference = $invoice_number ? "$invoice_prefix$invoice_number" : "#$invoice_id";
$project_id = intval($ticket['project_id']);
$project_name = escapeHtml($ticket['project_name']);
$project_manager = intval($ticket['project_manager']);
$project_manager_name = '';
if ($project_manager) {
$project_manager_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $project_manager"));
$project_manager_name = escapeHtml($project_manager_row['user_name']);
}
// How far along the project it is part of is - and where its page is
$project_stats = $project_id ? projectStats([$project_id])[$project_id] : null;
$project_url = $project_id ? escapeHtml(projectUrl($project_id, $ticket['project_client_id'])) : '';
$ticket_created_by_display = '';
if ($ticket_created_by) {
$created_by_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $ticket_created_by"));
$ticket_created_by_display = escapeHtml($created_by_row['user_name']);
}
$ticket_closed_by_display = '';
if ($ticket_is_closed) {
$ticket_closed_by_display = 'User';
if (!empty($ticket_closed_by)) {
$closed_by_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $ticket_closed_by"));
$ticket_closed_by_display = escapeHtml($closed_by_row['user_name']);
}
}
/*
* How much else this contact has open. The old queries compared the
* integer ticket_status column against the string 'Closed', which MySQL
* casts to 0 - so "open" matched every ticket and "closed" matched none.
* Resolution state lives in ticket_resolved_at, same as the ticket list.
*/
// The other open tickets for the same person or device - a duplicate, or a
// problem with something bigger behind it, shows up while working this one
$also_open = empty($ticket['ticket_resolved_at']) && empty($ticket['ticket_closed_at'])
? ticketAlsoOpen($contact_id, intval($ticket['ticket_asset_id']), $ticket_id, 6) : [];
// Reply counts, one pass - these drive the conversation filter
$reply_counts = array('total' => 0, 'public' => 0, 'internal' => 0);
$sql_reply_counts = mysqli_query(
$mysqli,
"SELECT ticket_reply_type, COUNT(ticket_reply_id) AS reply_count
FROM ticket_replies
WHERE ticket_reply_archived_at IS NULL AND ticket_reply_ticket_id = $ticket_id
GROUP BY ticket_reply_type"
);
while ($reply_count_row = mysqli_fetch_assoc($sql_reply_counts)) {
$reply_count = intval($reply_count_row['reply_count']);
$reply_counts['total'] += $reply_count;
if ($reply_count_row['ticket_reply_type'] == 'Internal') {
$reply_counts['internal'] += $reply_count;
} else {
$reply_counts['public'] += $reply_count;
}
}
// Get Total Ticket Time
$ticket_total_reply_time = escapeHtml(mysqli_fetch_assoc(mysqli_query(
$mysqli,
"SELECT SEC_TO_TIME(SUM(TIME_TO_SEC(ticket_reply_time_worked))) AS ticket_total_reply_time
FROM ticket_replies WHERE ticket_reply_archived_at IS NULL AND ticket_reply_ticket_id = $ticket_id"
))['ticket_total_reply_time']);
/*
* Agents who have worked this ticket. The old query joined every reply's
* ticket_reply_by against users, but a Client reply stores a CONTACT id
* there - so any contact whose id collided with a user id showed up as a
* collaborator. That is the bug the old commented-out block ran into.
*/
$ticket_collaborators = escapeHtml(mysqli_fetch_assoc(mysqli_query(
$mysqli,
"SELECT GROUP_CONCAT(DISTINCT user_name ORDER BY user_name SEPARATOR ', ') AS user_names
FROM ticket_replies
INNER JOIN users ON ticket_reply_by = user_id
WHERE ticket_reply_archived_at IS NULL
AND ticket_reply_ticket_id = $ticket_id
AND ticket_reply_type != 'Client'"
))['user_names']);
// Get ticket replies - with whether each of yours was emailed, and who to
$sql_ticket_replies = mysqli_query($mysqli, "SELECT contact_name, contact_photo, ticket_reply, ticket_reply_by, ticket_reply_created_at, ticket_reply_id,
ticket_reply_time_worked, ticket_reply_type, ticket_reply_updated_at, user_avatar, user_id, user_name,
" . (ticketReplyEmailReady() ? 'ticket_reply_emailed, ticket_reply_emailed_to' : 'NULL AS ticket_reply_emailed, NULL AS ticket_reply_emailed_to') . "
FROM ticket_replies
LEFT JOIN users ON ticket_reply_by = user_id
LEFT JOIN contacts ON ticket_reply_by = contact_id
WHERE ticket_reply_ticket_id = $ticket_id
AND ticket_reply_archived_at IS NULL
ORDER BY ticket_reply_id DESC"
);
$ticket_reply_rows = mysqli_fetch_all($sql_ticket_replies, MYSQLI_ASSOC);
// Whether each email went, from the mail queue while it has them
$reply_email_states = ticketReplyEmailStates($ticket_reply_rows);
$reply_email_queue_url = $session_is_admin ? '/admin/mail_queue.php?q=' . rawurlencode('[' . ticketReference($ticket) . ']') : '';
/*
* Every attachment on the ticket in one query, split by reply. The page
* used to fire one attachment query per reply as it rendered.
*/
$ticket_attachments = array(); // attachments on the ticket itself
$reply_attachments = array(); // attachments keyed by reply id
$sql_all_attachments = mysqli_query(
$mysqli,
"SELECT ticket_attachment_id, ticket_attachment_name, ticket_attachment_reply_id
FROM ticket_attachments WHERE ticket_attachment_ticket_id = $ticket_id"
);
while ($attachment_row = mysqli_fetch_assoc($sql_all_attachments)) {
$attachment_reply_id = intval($attachment_row['ticket_attachment_reply_id']);
if ($attachment_reply_id) {
$reply_attachments[$attachment_reply_id][] = $attachment_row;
} else {
$ticket_attachments[] = $attachment_row;
}
}
// Get Watchers
$sql_ticket_watchers = mysqli_query($mysqli, "SELECT watcher_email, watcher_id FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id ORDER BY watcher_email DESC");
$watcher_count = mysqli_num_rows($sql_ticket_watchers);
// Get Additional Assets
$sql_additional_assets = mysqli_query($mysqli, "SELECT assets.asset_id, asset_name, asset_type FROM assets, ticket_assets
WHERE assets.asset_id = ticket_assets.asset_id
AND ticket_id = $ticket_id
AND assets.asset_id != $asset_id"
);
// Get Tasks
$sql_tasks = mysqli_query($mysqli, "SELECT task_completed_at, task_completion_estimate, task_id, task_name FROM tasks WHERE task_ticket_id = $ticket_id ORDER BY task_order ASC, task_id ASC");
$task_count = mysqli_num_rows($sql_tasks);
$completed_task_count = intval(mysqli_fetch_row(mysqli_query(
$mysqli,
"SELECT COUNT(task_id) FROM tasks WHERE task_ticket_id = $ticket_id AND task_completed_at IS NOT NULL"
))[0]);
// Tasks Completed Percent
$tasks_completed_percent = 0;
if ($task_count) {
$tasks_completed_percent = round(($completed_task_count / $task_count) * 100);
}
// Tasks still open block resolving the ticket - the page says so rather than just hiding the button
$tasks_block_resolve = $task_count !== $completed_task_count;
/*
* All approvals for this ticket's tasks in one query. The task loop used
* to run two approval queries per row.
*/
$task_approvals = array();
if ($task_count) {
$sql_task_approvals = mysqli_query(
$mysqli,
"SELECT approval_id, approval_task_id, approval_scope, approval_type,
approval_required_user_id, approval_created_by, approval_status
FROM task_approvals
INNER JOIN tasks ON approval_task_id = task_id
WHERE task_ticket_id = $ticket_id
AND approval_status IN ('pending','declined')"
);
while ($approval_row = mysqli_fetch_assoc($sql_task_approvals)) {
$task_approvals[intval($approval_row['approval_task_id'])][] = $approval_row;
}
}
/*
* Ticket history. agent/post/ticket.php has been writing priority, SLA,
* contact, watcher and asset changes here all along - the page fetched
* the rows and then never rendered them.
*/
$sql_ticket_history = mysqli_query($mysqli, "SELECT ticket_history_description, ticket_history_created_at
FROM ticket_history
WHERE ticket_history_ticket_id = $ticket_id
ORDER BY ticket_history_id DESC"
);
$ticket_history_count = mysqli_num_rows($sql_ticket_history);
/*
* The single most useful thing on the page: which clock is running and
* how long is left. Everything else about the SLA is detail.
*/
$sla_state = ''; // breached | at_risk | paused | met | running
$sla_label = '';
$sla_class = '';
$sla_icon = 'fa-stopwatch';
/*
* Only surface the SLA field when SLAs are actually in play - either this
* ticket has one, or plans exist to assign. Mirrors $sla_filter_in_use on
* agent/tickets.php so an install that does not use SLAs never sees them.
* The count is only queried when the ticket has no SLA of its own.
*/
$sla_in_use = $ticket_sla_id > 0;
if (!$sla_in_use && $can_edit_ticket) {
$sla_in_use = mysqli_fetch_row(mysqli_query($mysqli, "SELECT COUNT(sla_id) FROM slas WHERE sla_archived_at IS NULL"))[0] > 0;
}
if ($ticket_sla_id) {
$sla_next_due = empty($ticket_first_response_at) ? $ticket_response_due_at : $ticket_resolution_due_at;
$sla_next_label = empty($ticket_first_response_at) ? 'First response due' : 'Resolution due';
$ticket_sla_alert_stage = max(intval($ticket['ticket_response_sla_alert_stage']), intval($ticket['ticket_resolution_sla_alert_stage']));
$sla_breached = (!is_null($ticket_response_sla_met) && !$ticket_response_sla_met)
|| (!is_null($ticket_resolution_sla_met) && !$ticket_resolution_sla_met)
|| $ticket_sla_alert_stage == 2;
if ($sla_breached) {
$sla_state = 'breached';
$sla_label = 'SLA breached';
$sla_class = 'text-bg-danger';
$sla_icon = 'fa-exclamation-triangle';
} elseif (!$ticket_is_open) {
$sla_state = 'met';
$sla_label = 'SLA met';
$sla_class = 'text-bg-success';
$sla_icon = 'fa-check';
} elseif ($ticket_sla_paused) {
$sla_state = 'paused';
$sla_label = 'SLA paused';
$sla_class = 'text-bg-secondary';
$sla_icon = 'fa-pause';
} elseif (!empty($sla_next_due)) {
$sla_overdue = strtotime($sla_next_due) < time();
$sla_state = $sla_overdue ? 'breached' : 'running';
$sla_label = $sla_next_label . ' ' . timeAgo($sla_next_due);
$sla_class = $sla_overdue ? 'text-bg-danger' : 'text-bg-light border';
}
}
// The Details panel already says "SLA", so the state badge drops the word - and an
// overdue clock says so plainly rather than "Resolution due 1 minute ago"
$sla_state_label = str_replace(array('SLA breached', 'SLA met', 'SLA paused'), array('Breached', 'Met', 'Paused'), $sla_label);
if ($sla_state == 'breached' && !empty($sla_overdue)) {
$sla_state_label = (empty($ticket_first_response_at) ? 'First response' : 'Resolution') . ' overdue';
}
// Due date from the edit modal - it was saved and never shown anywhere
$ticket_due_at = escapeHtml($ticket['ticket_due_at']);
$ticket_due_overdue = $ticket_due_at && $ticket_is_open && strtotime($ticket_due_at) < time();
// How the ticket arrived, in words rather than the raw source value ("via Agent")
if ($ticket_source == 'Email') {
$ticket_opened_wording = "Came in by email $ticket_created_at_ago";
} elseif ($ticket_source == 'Portal') {
$ticket_opened_wording = "Submitted in the client portal $ticket_created_at_ago";
} elseif ($ticket_source == 'Recurring') {
$ticket_opened_wording = "Created $ticket_created_at_ago from a recurring ticket";
} elseif ($ticket_source == 'API') {
$ticket_opened_wording = "Created $ticket_created_at_ago through the API";
} elseif ($ticket_source && $ticket_source !== 'Agent') {
$ticket_opened_wording = "Opened $ticket_created_at_ago via $ticket_source";
} else {
$ticket_opened_wording = "Opened $ticket_created_at_ago" . ($ticket_created_by_display ? " by $ticket_created_by_display" : '');
}
/*
* Statuses an agent can pick by hand, shared by the status menu in the
* Details panel and the reply form. New and Closed are system-managed.
*/
$ticket_status_options = array();
if ($can_edit_ticket && $ticket_is_open) {
$sql_ticket_status_options = mysqli_query($mysqli, "SELECT ticket_status_id, ticket_status_name, ticket_status_color FROM ticket_statuses WHERE ticket_status_id != 1 AND ticket_status_id != 5 AND ticket_status_active = 1 ORDER BY ticket_status_order, ticket_status_id");
while ($status_option_row = mysqli_fetch_assoc($sql_ticket_status_options)) {
$ticket_status_options[] = $status_option_row;
}
}
// An emailed reply needs an address to go to and mail set up to send it -
// without mail configured the option used to save as public and email nobody
$can_email_reply = !empty($contact_email) && !empty($config_smtp_provider);
// The Resolve confirmation says what resolving does - resolve_ticket emails the
// contact when client notifications are on, and the nightly job closes it later
$resolve_confirm_text = '';
if (!empty($config_smtp_provider) && $config_ticket_client_general_notifications == 1 && $contact_email) {
$resolve_confirm_text .= "$contact_name is emailed that it is resolved. ";
}
if ($config_ticket_autoclose_hours > 0) {
$resolve_confirm_text .= "It closes on its own after $config_ticket_autoclose_hours hours unless the client replies.";
}
// AI - offered only when a model is set up for it and the role may use AI (functions/ai_ticket.php)
$ai_summary_available = aiReady('Tickets');
$ai_triage_available = $ai_summary_available && $can_edit_ticket && $ticket_is_open && aiTriageReady();
// A ticket with no client is written up in your own company's documents, when there is one
$ai_document_client_id = $client_id ?: intval($config_internal_client_id ?? 0);
$ai_document_available = $can_edit_ticket && $ai_document_client_id > 0 && aiReady('Documentation');
// What AI triage suggests that the ticket doesn't have yet
$ai_triage = $ai_summary_available && aiTriageReady() ? aiTriageRow($ticket_id) : null;
$ai_triage_changes = $ai_triage && $ai_triage['ai_triage_state'] === 'suggested' && $ticket_is_open ? aiTriageChanges($ai_triage, $ticket) : [];
// Billing actions, decided once - the header shows Invoice once the work is done
$show_quote_button = $can_edit_ticket && $config_module_enable_accounting && $ticket_billable == 1 && empty($quote_id) && empty($invoice_id) && lookupUserPermission("module_sales") >= 2;
// Prepaid hours on a contract it drew from - all of it covered leaves nothing to invoice
$ticket_prepaid_kept_out = false;
$ticket_prepaid_uses = $config_module_enable_accounting && lookupUserPermission("module_sales") >= 1 ? contractHoursTicketUses($ticket_id, $ticket_prepaid_kept_out) : [];
$ticket_prepaid_hours = round(array_sum(array_column($ticket_prepaid_uses, 'contract_block_use_hours')), 2);
$ticket_prepaid_full = in_array('1', array_map('strval', array_column($ticket_prepaid_uses, 'contract_block_use_full')), true);
$show_invoice_button = $can_edit_ticket && $config_module_enable_accounting && $ticket_billable == 1 && empty($invoice_id) && !$ticket_prepaid_full && lookupUserPermission("module_sales") >= 2;
// Trips - the driving done for it: anyone working it can log theirs (functions/trips.php)
$show_trips = $config_module_enable_accounting && $client_id > 0;
$ticket_trips = $show_trips ? tripsFor('trip_ticket_id', $ticket_id, 5) : [];
[$ticket_trip_count, $ticket_trip_miles] = $show_trips ? tripTotalsFor('trip_ticket_id', $ticket_id) : [0, 0.0];
// Values in the Details panel are links only when they can actually be changed
$can_change_fields = $can_edit_ticket && !$ticket_is_closed;
$ticket_tags_display = tagPills('ticket', $ticket_id, tagsForRecord('ticket', $ticket_id), $client_id ? "tickets.php?client_id=$client_id&" : 'tickets.php?', $can_change_fields);
?>
<link rel="stylesheet" href="css/ticket.css">
<!-- Collision detection reads this - keep it outside the reply form so it exists on resolved tickets too -->
<input type="hidden" id="ticket_id" value="<?= $ticket_id ?>">
<!--
Two columns: the conversation on the left, everything ABOUT the ticket on
the right. On a phone they stack as header, Details, conversation, then the
rest of the sidebar - ticket.css pulls the Details card up above the
conversation so status and priority are never at the bottom of the page.
-->
<div class="ticket-layout">
<!-- Header - which ticket this is, and the one or two things you do to it -->
<div class="ticket-layout-header card mb-3">
<div class="card-body">
<div class="d-flex flex-wrap flex-md-nowrap align-items-start gap-3">
<div class="flex-grow-1" style="min-width: 0;">
<div class="ticket-meta mb-1">
<span class="badge rounded-pill text-bg-dark ticket-ref me-1"><?= $ticket_reference ?></span>
<?php if ($client_id) { ?>
<a href="client_overview.php?client_id=<?= $client_id ?>"><?= $client_name ?></a>
<?php } else { ?>
No client
<?php } ?>
<?php if ($contact_id) { ?>
<i class="fas fa-fw fa-angle-right"></i><?= contactLink($contact_client_id, $contact_id, $contact_name, $contact_photo) ?>
<?php } ?>
</div>
<h4 class="ticket-subject mb-1">
<?= $ticket_subject ?>
<?php if ($can_change_fields) { ?>
<a href="#" class="btn btn-tool ajax-modal" data-modal-url="modals/ticket/ticket_edit.php?id=<?= $ticket_id ?>" data-modal-size="lg" title="Edit ticket">
<i class="fas fa-edit"></i>
</a>
<?php } ?>
</h4>
<div class="ticket-meta">
<?= $ticket_opened_wording ?>
<?php if ($ticket_updated_at) { ?>
<span class="mx-1">&middot;</span><span title="<?= $ticket_updated_at ?>">Updated <?= $ticket_updated_at_ago ?></span>
<?php } ?>
<span class="text-info ms-1" id="ticket_collision_viewing"></span>
</div>
<?php if ($ticket_tags_display) { ?>
<div class="mt-2 d-print-none"><?= $ticket_tags_display ?></div>
<?php } ?>
</div>
<!--
One primary action for the stage the ticket is at. Billing and
the rarer actions live in the menu; Invoice comes out of it once
the work is done, which is when it is actually wanted.
-->
<?php if ($can_edit_ticket || $ai_summary_available || $show_trips) { ?>
<div class="ticket-actions d-flex flex-wrap align-items-center gap-2 d-print-none">
<?php if ($can_edit_ticket && $ticket_is_open) { ?>
<?php if ($tasks_block_resolve) {
$open_task_count = $task_count - $completed_task_count;
?>
<!-- A disabled button gets no pointer events, so the reason sits on a wrapper that does -->
<span class="d-inline-block" tabindex="0" title="Finish the <?= $open_task_count ?> open task<?= $open_task_count == 1 ? '' : 's' ?> first">
<button type="button" class="btn btn-success" disabled>
<i class="fas fa-fw fa-check me-2"></i>Resolve
</button>
</span>
<?php } else { ?>
<a href="post.php?resolve_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>"
class="btn btn-success confirm-link" id="ticket_close"
data-confirm-title="Resolve this ticket?"
data-confirm-text="<?= $resolve_confirm_text ?>"
data-confirm-button="Resolve">
<i class="fas fa-fw fa-check me-2"></i>Resolve
</a>
<?php } ?>
<?php } ?>
<?php if ($can_edit_ticket && $ticket_is_resolved && !$ticket_is_closed) { ?>
<a href="post.php?reopen_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" class="btn btn-light border">
<i class="fas fa-fw fa-redo me-2"></i>Reopen
</a>
<a href="post.php?close_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>"
class="btn btn-dark confirm-link" id="ticket_close"
data-confirm-title="Close this ticket?"
data-confirm-text="Closing is final - a closed ticket cannot be reopened."
data-confirm-button="Close ticket">
<i class="fas fa-fw fa-lock me-2"></i>Close
</a>
<?php } ?>
<?php if ($show_invoice_button && !$ticket_is_open) { ?>
<a href="#" class="btn btn-light border ajax-modal" data-modal-url="modals/ticket/ticket_invoice_add.php?ticket_id=<?= $ticket_id ?>" data-modal-size="lg">
<i class="fas fa-fw fa-file-invoice me-2"></i>Invoice
</a>
<?php } ?>
<div class="dropdown">
<button class="btn btn-light border" type="button" data-bs-toggle="dropdown" title="More actions">
<i class="fas fa-fw fa-ellipsis-v"></i>
</button>
<div class="dropdown-menu dropdown-menu-end">
<?php if ($ai_summary_available) { ?>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_summary.php?ticket_id=<?= $ticket_id ?>" data-modal-size="lg">
<i class="fas fa-fw fa-magic me-2"></i>Summarize with AI
</a>
<?php } ?>
<?php if ($ai_triage_available) { ?>
<a class="dropdown-item" href="post.php?triage_ticket_ai=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" title="Suggests a category and priority, to apply or dismiss">
<i class="fas fa-fw fa-sort-amount-down me-2"></i>Triage with AI
</a>
<?php } ?>
<?php if ($ai_document_available) { ?>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_document.php?ticket_id=<?= $ticket_id ?>" data-modal-size="xl" title="A document for next time, drafted by AI from the ticket">
<i class="fas fa-fw fa-file-medical me-2"></i>Write up as a document
</a>
<?php } ?>
<?php if (($ai_summary_available || $ai_document_available) && ($show_trips || $can_edit_ticket)) { ?>
<div class="dropdown-divider"></div>
<?php } ?>
<?php if ($show_trips) { ?>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/trip/trip_add.php?ticket_id=<?= $ticket_id ?>" data-modal-size="lg">
<i class="fas fa-fw fa-route me-2"></i>Log a trip
</a>
<?php if ($can_edit_ticket) { ?>
<div class="dropdown-divider"></div>
<?php } ?>
<?php } ?>
<?php if ($can_edit_ticket) { ?>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_merge.php?ticket_id=<?= $ticket_id ?>">
<i class="fas fa-fw fa-clone me-2"></i>Merge into another ticket
</a>
<a class="dropdown-item ajax-modal" href="#" id="clientChangeTicketModalLoad" data-modal-url="modals/ticket/ticket_change_client.php?ticket_id=<?= $ticket_id ?>">
<i class="fas fa-fw fa-people-carry me-2"></i>Move to another client
</a>
<?php if ($show_quote_button || $show_invoice_button) { ?>
<div class="dropdown-divider"></div>
<?php if ($show_quote_button) { ?>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_quote_add.php?ticket_id=<?= $ticket_id ?>" data-modal-size="lg">
<i class="fas fa-fw fa-comment-dollar me-2"></i>Create quote
</a>
<?php } ?>
<?php if ($show_invoice_button) { ?>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_invoice_add.php?ticket_id=<?= $ticket_id ?>" data-modal-size="lg">
<i class="fas fa-fw fa-file-invoice me-2"></i>Create invoice
</a>
<?php } ?>
<?php } ?>
<?php if (lookupUserPermission("module_support") == 3 && !$ticket_is_closed) { ?>
<div class="dropdown-divider"></div>
<a class="dropdown-item text-danger confirm-link" href="post.php?delete_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>"
data-confirm-title="Delete <?= $ticket_reference ?>?"
data-confirm-text="The ticket, its conversation and its attachments are removed for good."
data-confirm-button="Delete ticket">
<i class="fas fa-fw fa-trash me-2"></i>Delete ticket
</a>
<?php } ?>
<?php } ?>
</div>
</div>
</div>
<?php } ?>
</div>
</div>
</div>
<div class="ticket-layout-main">
<?php if ($ai_triage_changes) { ?>
<!-- What AI triage suggests, to apply or dismiss -->
<form action="post.php" method="post" class="alert alert-info d-print-none py-2 mb-3" data-ai-triage>
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
<input type="hidden" name="ticket_id" value="<?= $ticket_id ?>">
<div class="d-flex flex-wrap align-items-center gap-2">
<i class="fas fa-fw fa-robot"></i>
<strong class="me-1">AI triage suggests</strong>
<?php foreach ($ai_triage_changes as $field => $change) { ?>
<label class="form-check-label d-inline-flex align-items-center gap-1 me-2" data-ai-triage-change="<?= $field ?>">
<input class="form-check-input mt-0" type="checkbox" name="apply[]" value="<?= $field ?>" checked <?= $can_change_fields ? '' : 'disabled' ?>>
<?= $field === 'category' ? 'Category' : 'Priority' ?>
<?php if ($field === 'priority') { ?>
<?= ticketPriorityHtml($change[1], 'detail') ?>
<?php } else { ?>
<strong><?= escapeHtml($change[1]) ?></strong>
<?php } ?>
<span class="small opacity-75">(<?= escapeHtml($change[0] === 'none' ? 'none now' : 'now ' . $change[0]) ?>)</span>
</label>
<?php } ?>
<?php if ($can_change_fields) { ?>
<div class="ms-auto d-flex gap-2">
<button type="submit" name="apply_ticket_ai_triage" class="btn btn-sm btn-info"><i class="fas fa-fw fa-check me-1"></i>Apply</button>
<button type="submit" name="dismiss_ticket_ai_triage" class="btn btn-sm btn-light border"><i class="fas fa-fw fa-times me-1"></i>Dismiss</button>
</div>
<?php } ?>
</div>
<?php if (trim((string) $ai_triage['ai_triage_summary']) !== '' || trim((string) $ai_triage['ai_triage_reason']) !== '') { ?>
<div class="small mt-1" data-ai-triage-summary>
<?= escapeHtml((string) $ai_triage['ai_triage_summary']) ?>
<?php if (trim((string) $ai_triage['ai_triage_reason']) !== '' && isset($ai_triage_changes['priority'])) { ?>
<span class="opacity-75">- <?= escapeHtml(lcfirst((string) $ai_triage['ai_triage_reason'])) ?></span>
<?php } ?>
</div>
<?php } ?>
</form>
<?php } ?>
<!-- The original request -->
<div class="card mb-3">
<div class="card-header px-3 py-2">
<h5 class="card-title mt-1"><i class="fas fa-fw fa-align-left me-2"></i>Description</h5>
<div class="card-tools">
<button type="button" class="btn btn-tool" title="Show/hide" data-lte-toggle="card-collapse">
<i class="fas fa-chevron-down"></i>
</button>
</div>
</div>
<div class="card-body p-3 prettyContent" id="ticketDetails">
<?= $ticket_details ?>
<?php if ($ticket_attachments) { ?>
<div class="mt-3 pt-2 border-top">
<?php foreach ($ticket_attachments as $ticket_attachment) {
$ticket_attachment_id = intval($ticket_attachment['ticket_attachment_id']);
$ticket_attachment_name = escapeHtml($ticket_attachment['ticket_attachment_name']);
?>
<div class="mt-1">
<span class="me-1 align-middle"><?= fileTypeTile(pathinfo($ticket_attachment['ticket_attachment_name'], PATHINFO_EXTENSION), 'xs') ?></span><?= $ticket_attachment_name ?>
<a target="_blank" class="ms-2 small" href="ticket_attachment.php?attachment_id=<?= $ticket_attachment_id ?>&action=view">View</a>
<a class="ms-2 small" href="ticket_attachment.php?attachment_id=<?= $ticket_attachment_id ?>">Download</a>
<?php if (lookupUserPermission("module_support") >= 3) { ?>
<a class="confirm-link ms-2 small text-danger" href="post.php?delete_ticket_attachment=<?= $ticket_attachment_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">Delete</a>
<?php } ?>
</div>
<?php } ?>
</div>
<?php } ?>
</div>
</div>
<!-- Fill-ins - what its template asked for when it was raised, and the answers -->
<?php
$ticket_fill_ins = ticketFillInsStored('ticket', $ticket_id);
if ($ticket_fill_ins) {
$fill_in_template = intval($ticket['ticket_template_id'] ?? 0) ? ticketTemplateRow($ticket['ticket_template_id']) : null;
?>
<div class="card mb-3 itflow-ticket-fill-ins">
<div class="card-header px-3 py-2">
<h5 class="card-title mt-1"><i class="fas fa-fw fa-pen-square me-2"></i>Fill-ins<?php if ($fill_in_template) { ?> <span class="small fw-normal text-secondary ms-1">from <?= escapeHtml($fill_in_template['ticket_template_name']) ?></span><?php } ?></h5>
<div class="card-tools">
<?php if ($can_edit_ticket && !$ticket_is_closed) { ?>
<a class="btn btn-tool ajax-modal" href="#" data-modal-url="modals/ticket/ticket_fill_ins.php?id=<?= $ticket_id ?>" title="Answer or change">
<i class="fas fa-edit"></i>
</a>
<?php } ?>
<button type="button" class="btn btn-tool" title="Show/hide" data-lte-toggle="card-collapse">
<i class="fas fa-chevron-down"></i>
</button>
</div>
</div>
<div class="card-body p-3">
<div class="row row-cols-1 row-cols-sm-2 g-2">
<?php foreach ($ticket_fill_ins as $answer) {
$answer_text = ticketFillInText($answer); ?>
<div>
<div class="small text-secondary"><?= escapeHtml($answer['name']) ?><?php if (!$answer['client']) { ?><i class="fas fa-user-lock ms-1" title="Agents only - not shown to the client"></i><?php } ?></div>
<?php if ($answer_text !== '') { ?>
<div class="text-break"><?= escapeHtml($answer_text) ?></div>
<?php } else { ?>
<div class="<?= $answer['required'] ? 'text-warning-emphasis' : 'text-secondary' ?> fst-italic">Not answered<?= $answer['required'] ? ' yet' : '' ?></div>
<?php } ?>
</div>
<?php } ?>
</div>
</div>
</div>
<?php } ?>
<!-- Reply composer - only while the ticket is still being worked -->
<?php if ($can_edit_ticket && $ticket_is_open) { ?>
<form action="post.php" method="post" enctype="multipart/form-data" autocomplete="off">
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
<input type="hidden" name="ticket_id" value="<?= $ticket_id ?>">
<div class="card mb-3 d-print-none">
<div class="card-body p-3">
<!--
* Picking who it is for is what opens the composer below. Nothing is
* preselected, so a client-visible reply is always a deliberate choice.
* "Public note" and "Email reply" are both client-visible - the
* difference is whether an email goes out, which is the thing an agent
* actually needs to know before pressing the button.
-->
<div class="btn-group w-100" role="group" id="replyTypePicker" aria-label="Reply type">
<input class="btn-check" id="public_reply_type_opt0" type="radio" name="public_reply_type" value="0">
<label class="btn btn-outline-dark" for="public_reply_type_opt0"><i class="fas fa-fw fa-lock me-1"></i>Internal note</label>
<input class="btn-check" id="public_reply_type_opt1" type="radio" name="public_reply_type" value="1">
<label class="btn btn-outline-info" for="public_reply_type_opt1"><i class="fas fa-fw fa-eye me-1"></i>Public note</label>
<?php if ($can_email_reply) { ?>
<input class="btn-check" id="public_reply_type_opt2" type="radio" name="public_reply_type" value="2">
<label class="btn btn-outline-info" for="public_reply_type_opt2"><i class="fas fa-fw fa-paper-plane me-1"></i>Email reply</label>
<?php } ?>
</div>
<div class="collapse" id="replyComposer">
<div class="pt-3">
<!-- Who will see this, spelled out for the type that is picked -->
<div class="ticket-reply-audience small mb-3" id="replyAudience">
<div data-audience="0" hidden><i class="fas fa-fw fa-lock me-1"></i>Only your team can see this.</div>
<div data-audience="1" hidden><i class="fas fa-fw fa-eye me-1"></i>The client can see this in the portal. <strong>No email is sent.</strong></div>
<?php if ($can_email_reply) { ?>
<div data-audience="2" hidden>
<i class="fas fa-fw fa-paper-plane me-1"></i>Emails <strong><?= $contact_name ?></strong> &lt;<?= $contact_email ?>&gt;<?php if ($watcher_count) { ?> and <?= $watcher_count ?> watcher<?= $watcher_count == 1 ? '' : 's' ?><?php } ?>, and shows in the portal.
</div>
<?php } ?>
</div>
<?php
/*
* Canned responses offered on this ticket: the agent's own, then
* the ones for its category, then the ones offered on every
* ticket. Names only - the body is fetched, filled in for this
* ticket, when one is picked, so a shelf of long responses does
* not ride along with every ticket. / in the reply box offers the
* same ones. The picker is there with none on offer too, to save
* the reply as one.
*/
$canned_picker_groups = cannedResponsesForTicket(intval($ticket_category), $session_user_id);
$canned_picker_id = 'cannedPickerReply';
$canned_picker_editor = 'ticket_reply';
$canned_picker_ticket_id = intval($ticket_id);
require __DIR__ . "/includes/inc_canned_response_picker.php";
?>
<div class="mb-3">
<textarea class="form-control tinymceTicket" id="ticket_reply" name="ticket_reply" placeholder="Type a response" data-canned-picker="cannedPickerReply" data-ai-client-id="<?= intval($client_id) ?>" data-ai-ticket-id="<?= $ticket_id ?>"></textarea>
</div>
<div class="mb-3">
<label class="form-label small text-secondary mb-1" for="ticket_reply_attachments"><i class="fas fa-fw fa-paperclip me-1"></i>Attach files</label>
<input type="file" class="form-control form-control-sm" id="ticket_reply_attachments" name="attachments[]" multiple accept=".jpg, .jpeg, .gif, .png, .webp, .pdf, .txt, .md, .doc, .docx, .odt, .csv, .xls, .xlsx, .ods, .pptx, .odp, .zip, .tar, .gz, .xml, .msg, .json, .wav, .mp3, .ogg, .mov, .mp4, .av1, .ovpn">
</div>
<div class="row g-2 align-items-end">
<div class="col-md-4">
<label class="form-label small text-secondary mb-1" for="ticket_reply_status">Status after this</label>
<select class="form-select select2" name="status" id="ticket_reply_status" required>
<!-- Resolved stays on offer here (reply and resolve in one go) unless open tasks block it -->
<?php foreach ($ticket_status_options as $status_option) {
$ticket_status_id_select = intval($status_option['ticket_status_id']);
if ($ticket_status_id_select == 4 && $tasks_block_resolve) {
continue;
}
?>
<option value="<?= $ticket_status_id_select ?>" <?php if ($ticket_status == $ticket_status_id_select) { echo 'selected'; } ?>><?= escapeHtml($status_option['ticket_status_name']) ?></option>
<?php } ?>
</select>
</div>
<!-- Time Tracking -->
<div class="col-md-5">
<label class="form-label small text-secondary mb-1" for="hours">Time worked</label>
<div class="input-group">
<input type="text" class="form-control" inputmode="numeric" id="hours" name="hours" placeholder="Hrs" aria-label="Hours" min="0" max="23" pattern="0?[0-9]|1[0-9]|2[0-3]">
<input type="text" class="form-control" inputmode="numeric" id="minutes" name="minutes" placeholder="Mins" aria-label="Minutes" min="0" max="59" pattern="[0-5]?[0-9]">
<input type="text" class="form-control" inputmode="numeric" id="seconds" name="seconds" placeholder="Secs" aria-label="Seconds" min="0" max="59" pattern="[0-5]?[0-9]">
<button type="button" class="btn btn-light border" id="startStopTimer" title="Start / pause the timer"><i class="fas fa-play"></i></button>
<button type="button" class="btn btn-light border" id="resetTimer" title="Reset the timer"><i class="fas fa-redo-alt"></i></button>
</div>
</div>
<div class="col-md-3">
<div class="d-flex gap-2">
<button type="submit" id="ticket_add_reply" name="add_ticket_reply" class="btn btn-success flex-grow-1">
<i class="fas fa-fw fa-paper-plane me-2"></i><span id="replySubmitLabel">Send</span>
</button>
<button type="button" id="cancelReply" class="btn btn-light border" title="Close without replying">
<i class="fas fa-fw fa-times"></i>
</button>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</form>
<?php } ?>
<!-- Conversation -->
<?php if ($reply_counts['total']) { ?>
<div class="d-flex flex-wrap align-items-center gap-2 mb-2 d-print-none">
<h6 class="mb-0 me-auto"><i class="fas fa-fw fa-comments me-2"></i>Conversation <span class="text-muted fw-normal small">&middot; newest first</span></h6>
<div class="btn-group btn-group-sm" id="replyFilter" role="group" aria-label="Show replies">
<button type="button" class="btn btn-dark active" data-reply-filter="all">All <?= $reply_counts['total'] ?></button>
<button type="button" class="btn btn-outline-dark" data-reply-filter="public">Public <?= $reply_counts['public'] ?></button>
<button type="button" class="btn btn-outline-dark" data-reply-filter="internal">Internal <?= $reply_counts['internal'] ?></button>
</div>
</div>
<?php } else { ?>
<div class="text-center text-muted small py-4 d-print-none">No replies yet.</div>
<?php } ?>
<?php
foreach ($ticket_reply_rows as $reply_row) {
$ticket_reply_id = intval($reply_row['ticket_reply_id']);
$ticket_reply = $purifier->purify($reply_row['ticket_reply']);
$ticket_reply_type = escapeHtml($reply_row['ticket_reply_type']);
$ticket_reply_created_at = escapeHtml($reply_row['ticket_reply_created_at']);
$ticket_reply_created_at_ago = timeAgo($reply_row['ticket_reply_created_at']);
$ticket_reply_updated_at = escapeHtml($reply_row['ticket_reply_updated_at']);
$ticket_reply_time_worked = '';
// A client's reply wears their contact avatar - their own colour,
// the same as everywhere else they appear
$reply_contact_avatar = '';
if ($ticket_reply_type == "Client") {
$ticket_reply_by_display = escapeHtml($reply_row['contact_name']);
$reply_contact_avatar = contactAvatar($client_id, $reply_row['ticket_reply_by'], $reply_row['contact_name'], $reply_row['contact_photo'], 'md');
} else {
$ticket_reply_by_display = escapeHtml($reply_row['user_name']);
$user_id = intval($reply_row['user_id']);
$user_avatar = escapeHtml($reply_row['user_avatar']);
$user_initials = initials($reply_row['user_name']);
$avatar_link = "../uploads/users/$user_id/$user_avatar";
$ticket_reply_time_worked = $reply_row['ticket_reply_time_worked'];
}
// Internal notes are the one thing that must never be mistaken for
// something the client saw, so they get a label, not just a colour
if ($ticket_reply_type == 'Internal') {
$reply_border = 'dark';
$reply_badge = "<span class='badge text-bg-dark ticket-badge-internal' title='Only your team can see this'><i class='fas fa-fw fa-lock me-1'></i>Internal</span>";
$reply_group = 'internal';
} elseif ($ticket_reply_type == 'Client') {
$reply_border = 'warning';
$reply_badge = "<span class='badge text-bg-warning'><i class='fas fa-fw fa-reply me-1'></i>From client</span>";
$reply_group = 'public';
} elseif ($reply_row['ticket_reply_emailed'] === null) {
// From before ITFlow kept whether a reply was emailed
$reply_border = 'info';
$reply_badge = "<span class='badge text-bg-info' title='The client can see this'><i class='fas fa-fw fa-eye me-1'></i>Public</span>";
$reply_group = 'public';
} elseif (intval($reply_row['ticket_reply_emailed']) === 1) {
$reply_border = 'info';
$reply_badge = "<span class='badge text-bg-info' title='The client can see this, and it was emailed'><i class='fas fa-fw fa-paper-plane me-1'></i>Email reply</span>";
$reply_group = 'public';
} else {
$reply_border = 'info';
$reply_badge = "<span class='badge ticket-badge-note' title='The client can see this in the portal - it was not emailed'><i class='fas fa-fw fa-eye me-1'></i>Public note</span>";
$reply_group = 'public';
}
// Who it was emailed to, and whether it went
$reply_emailed = isset($reply_email_states[$ticket_reply_id]) ? ticketReplyEmailHtml($ticket_reply_id, $reply_email_states[$ticket_reply_id], $reply_email_queue_url) : null;
?>
<!-- Begin ticket reply card -->
<div class="card ticket-reply border-start border-<?= $reply_border ?> mb-3" data-reply-group="<?= $reply_group ?>">
<div class="card-header px-3 py-2">
<div class="d-flex justify-content-between align-items-start w-100">
<div class="d-flex align-items-center">
<?php if ($reply_contact_avatar) { ?>
<span class="me-2 d-inline-flex"><?= $reply_contact_avatar ?></span>
<?php } elseif (!empty($user_avatar)) { ?>
<img src="<?= $avatar_link ?>" alt="" class="img-size-32 me-2 rounded-circle">
<?php } else { ?>
<span class="fa-stack me-2">
<i class="fa fa-circle fa-stack-2x text-secondary"></i>
<span class="fa fa-stack-1x text-white"><?= $user_initials ?></span>
</span>
<?php } ?>
<div>
<strong><?= $ticket_reply_by_display ?></strong>
<?= $reply_badge ?>
<div class="small text-muted" title="Created: <?= $ticket_reply_created_at ?><?php if ($ticket_reply_updated_at) { echo '. Edited: ' . $ticket_reply_updated_at; } ?>">
<?= $ticket_reply_created_at_ago ?><?php if ($ticket_reply_updated_at) { echo ' <em>(edited)</em>'; } ?>
<?php if ($ticket_reply_type !== "Client" && $ticket_reply_time_worked && $ticket_reply_time_worked !== "00:00:00") { ?>
<span class="mx-1">&middot;</span><i class="far fa-fw fa-clock"></i> <?= formatDuration($ticket_reply_time_worked) ?>
<?php } ?>
<?php if ($reply_emailed) { ?>
<span class="mx-1">&middot;</span><?= $reply_emailed['line'] ?>
<?php } ?>
</div>
</div>
</div>
<?php if ($can_edit_ticket) { ?>
<div class="card-tools d-print-none">
<div class="dropdown dropstart">
<button class="btn btn-sm btn-tool" title="More actions" type="button" data-bs-toggle="dropdown">
<i class="fas fa-fw fa-ellipsis-v"></i>
</button>
<div class="dropdown-menu">
<?php if ($ticket_reply_type !== "Client" && !$ticket_is_closed) { ?>
<a href="#" class="dropdown-item ajax-modal" data-modal-size="lg"
data-modal-url="modals/ticket/ticket_reply_edit.php?id=<?= $ticket_reply_id ?>">
<i class="fas fa-fw fa-edit me-2"></i>Edit
</a>
<?php } ?>
<a href="#" class="dropdown-item ajax-modal" data-modal-size="lg"
data-modal-url="modals/ticket/ticket_reply_redact.php?id=<?= $ticket_reply_id ?>">
<i class="fas fa-fw fa-user-secret me-2"></i>Redact
</a>
<?php if ($ticket_reply_type !== "Client" && !$ticket_is_closed) { ?>
<div class="dropdown-divider"></div>
<a class="dropdown-item text-danger confirm-link" href="post.php?archive_ticket_reply=<?= $ticket_reply_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>"
data-confirm-title="Archive this reply?"
data-confirm-text="It disappears from the conversation for everyone, including the client."
data-confirm-button="Archive">
<i class="fas fa-fw fa-archive me-2"></i>Archive
</a>
<?php } ?>
</div>
</div>
</div>
<?php } ?>
</div>
<?= $reply_emailed ? $reply_emailed['panel'] : '' ?>
</div>
<div class="card-body p-3 prettyContent">
<?= $ticket_reply ?>
<?php if (isset($reply_attachments[$ticket_reply_id])) { ?>
<div class="mt-3 pt-2 border-top">
<?php foreach ($reply_attachments[$ticket_reply_id] as $ticket_attachment) {
$ticket_attachment_id = intval($ticket_attachment['ticket_attachment_id']);
$ticket_attachment_name = escapeHtml($ticket_attachment['ticket_attachment_name']);
?>
<div class="mt-1">
<span class="me-1 align-middle"><?= fileTypeTile(pathinfo($ticket_attachment['ticket_attachment_name'], PATHINFO_EXTENSION), 'xs') ?></span><?= $ticket_attachment_name ?>
<a target="_blank" class="ms-2 small" href="ticket_attachment.php?attachment_id=<?= $ticket_attachment_id ?>&action=view">View</a>
<a class="ms-2 small" href="ticket_attachment.php?attachment_id=<?= $ticket_attachment_id ?>">Download</a>
<?php if (lookupUserPermission("module_support") >= 3) { ?>
<a class="confirm-link ms-2 small text-danger" href="post.php?delete_ticket_attachment=<?= $ticket_attachment_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">Delete</a>
<?php } ?>
</div>
<?php } ?>
</div>
<?php } ?>
</div>
</div>
<!-- End ticket reply card -->
<?php
}
?>
</div> <!-- End ticket-layout-main -->
<div class="ticket-layout-side">
<!--
Details - every property of the ticket, one per row, each one a
click away from being changed. Rows keep the same order on every
ticket so an agent's eye knows where to look.
-->
<div class="ticket-details card mb-3">
<div class="card-header px-3 py-2">
<h5 class="card-title mt-1"><i class="fas fa-fw fa-sliders-h me-2"></i>Details</h5>
</div>
<div class="card-body px-2 py-2">
<dl class="ticket-props mb-0">
<div class="ticket-prop">
<dt>Status</dt>
<dd>
<?php if ($ticket_status_options) { ?>
<?php /* Resolved is not offered - the Resolve button does that, and it also emails the client */ ?>
<span class="d-block" data-ticket-status-for="<?= $ticket_id ?>" data-quick-style="detail" data-status-id="<?= intval($ticket_status) ?>">
<?= quickPick('status', $ticket_id, (string) intval($ticket_status), ticketStatusHtml($ticket['ticket_status_name'], $ticket['ticket_status_color'], 'detail'), 'detail') ?>
</span>
<?php } else { ?>
<span class="ticket-prop-static">
<?= ticketStatusHtml($ticket['ticket_status_name'], $ticket['ticket_status_color'], 'detail') ?>
</span>
<?php } ?>
</dd>
</div>
<div class="ticket-prop">
<dt>Priority</dt>
<dd>
<?php if ($can_change_fields) { ?>
<?= quickPick('priority', $ticket_id, $ticket_priority, ticketPriorityHtml($ticket_priority, 'detail'), 'detail') ?>
<?php } else { ?>
<span class="ticket-prop-static"><span class="badge rounded-pill text-bg-<?= $ticket_priority_color ?>"><?= $ticket_priority ?></span></span>
<?php } ?>
</dd>
</div>
<div class="ticket-prop">
<dt>Assigned to</dt>
<dd>
<?php if ($can_change_fields) { ?>
<?= quickPick('assignee', $ticket_id, (string) intval($ticket['ticket_assigned_to']), $ticket_assigned_to_display, 'detail', $ticket['ticket_status']) ?>
<?php } else { ?>
<span class="ticket-prop-static"><?= $ticket_assigned_to_display ?></span>
<?php } ?>
</dd>
</div>
<?php if ($sla_in_use) {
// What the SLA value says - the clock state when there is one, else the plan
if ($sla_state_label) {
$sla_value = "<span class='badge rounded-pill $sla_class'><i class='fas fa-fw $sla_icon me-1'></i>$sla_state_label</span>";
} elseif ($ticket_sla_id) {
$sla_value = $ticket_sla_name;
} else {
$sla_value = "<span class='text-muted'>None</span>";
}
// The plan name goes underneath whenever the badge took the main line
$sla_plan_line = ($sla_state_label && $ticket_sla_id) ? "<span class='ticket-prop-sub'>$ticket_sla_name</span>" : '';
?>
<div class="ticket-prop">
<dt>SLA</dt>
<dd>
<?php if ($can_change_fields) { ?>
<a href="#" class="ticket-prop-edit ajax-modal" data-modal-url="modals/ticket/ticket_sla.php?id=<?= $ticket_id ?>" title="Change SLA plan">
<span><?= $sla_value ?><?= $sla_plan_line ?></span>
<i class="fas fa-pen ticket-prop-edit-icon"></i>
</a>
<?php } else { ?>
<span class="ticket-prop-static"><span><?= $sla_value ?><?= $sla_plan_line ?></span></span>
<?php } ?>
</dd>
</div>
<?php } ?>
<div class="ticket-prop">
<dt>Category</dt>
<dd>
<?php $category_value = $ticket_category ? categoryMarkHtml($ticket['category_color'] ?? '', $ticket['category_icon'] ?? '', '<i class="fas fa-circle itflow-ticket-dot"%s aria-hidden="true"></i>') . $ticket_category_display : "<span class='text-muted'>None</span>"; ?>
<?php if ($can_change_fields) { ?>
<a href="#" class="ticket-prop-edit ajax-modal" data-modal-url="modals/ticket/ticket_edit.php?id=<?= $ticket_id ?>" data-modal-size="lg" title="Change category">
<span><?= $category_value ?></span>
<i class="fas fa-pen ticket-prop-edit-icon"></i>
</a>
<?php } else { ?>
<span class="ticket-prop-static"><?= $category_value ?></span>
<?php } ?>
</dd>
</div>
<div class="ticket-prop">
<dt>Scheduled</dt>
<dd>
<?php
if ($ticket_scheduled_for) {
$schedule_value = $ticket_scheduled_wording . "<span class='ticket-prop-sub'>" . ($ticket_onsite ? "<i class='fas fa-fw fa-map-marker-alt me-1'></i>Onsite" : "<i class='fas fa-fw fa-headset me-1'></i>Remote") . "</span>";
} else {
$schedule_value = "<span class='text-muted'>Not scheduled</span>";
}
?>
<?php if ($can_change_fields) { ?>
<a href="#" class="ticket-prop-edit ajax-modal" data-modal-url="modals/ticket/ticket_edit_schedule.php?ticket_id=<?= $ticket_id ?>" title="Change schedule">
<span><?= $schedule_value ?></span>
<i class="fas fa-pen ticket-prop-edit-icon"></i>
</a>
<?php } else { ?>
<span class="ticket-prop-static"><span><?= $schedule_value ?></span></span>
<?php } ?>
</dd>
</div>
<?php if ($ticket_due_at) {
$due_value = "<span class='" . ($ticket_due_overdue ? 'text-danger fw-bold' : '') . "' title='$ticket_due_at'>" . date('M d, Y • g:i A', strtotime($ticket_due_at)) . "</span>";
?>
<div class="ticket-prop">
<dt>Due</dt>
<dd>
<?php if ($can_change_fields) { ?>
<a href="#" class="ticket-prop-edit ajax-modal" data-modal-url="modals/ticket/ticket_edit.php?id=<?= $ticket_id ?>" data-modal-size="lg" title="Change due date">
<span><?= $due_value ?></span>
<i class="fas fa-pen ticket-prop-edit-icon"></i>
</a>
<?php } else { ?>
<span class="ticket-prop-static"><?= $due_value ?></span>
<?php } ?>
</dd>
</div>
<?php } ?>
<?php if ($config_module_enable_accounting && lookupUserPermission("module_sales") >= 1) { ?>
<div class="ticket-prop">
<dt>Billing</dt>
<dd>
<?php if ($invoice_id) { ?>
<a href="invoice.php?invoice_id=<?= $invoice_id ?>" class="ticket-prop-edit" title="Open the invoice">
<span><i class="fa fa-fw fa-file-invoice text-secondary me-1"></i>Invoiced on <?= $invoice_reference ?></span>
</a>
<?php } elseif ($quote_id) { ?>
<a href="quote.php?quote_id=<?= $quote_id ?>" class="ticket-prop-edit" title="Open the quote">
<span><i class="fa fa-fw fa-comment-dollar text-secondary me-1"></i>Quoted on <?= $quote_reference ?></span>
</a>
<?php } elseif ($can_edit_ticket && lookupUserPermission("module_sales") >= 2) { ?>
<?= quickPick('billable', $ticket_id, $ticket_billable ? '1' : '0', ticketBillableHtml($ticket_billable, 'detail'), 'detail') ?>
<?php } else { ?>
<span class="ticket-prop-static"><?= $ticket_billable ? 'Billable' : "<span class='text-muted'>Not billable</span>" ?></span>
<?php } ?>
</dd>
</div>
<?php if ($ticket_prepaid_uses || $ticket_prepaid_kept_out) {
$prepaid_contract = $ticket_prepaid_uses[0] ?? null; ?>
<div class="ticket-prop" data-ticket-prepaid>
<dt>Prepaid</dt>
<dd>
<?php if ($prepaid_contract) { ?>
<a href="contract.php?client_id=<?= intval($prepaid_contract['contract_client_id']) ?>&contract_id=<?= intval($prepaid_contract['contract_id']) ?>" class="ticket-prop-edit" title="Open the contract">
<span><i class="fa fa-fw fa-hourglass-half text-secondary me-1"></i><?= escapeHtml(contractHoursText($ticket_prepaid_hours)) ?> from <?= escapeHtml($prepaid_contract['contract_name']) ?><?= $ticket_prepaid_full ? '' : ' - the rest is billed' ?></span>
</a>
<?php } else { ?>
<span class="ticket-prop-static">
<span class="text-muted" title="Its prepaid hours were put back - it is billed as usual">Put back</span>
<?php if (empty($invoice_id) && lookupUserPermission("module_sales") >= 2) { ?>
<form action="post.php" method="post" class="d-inline">
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
<input type="hidden" name="ticket_id" value="<?= $ticket_id ?>">
<button type="submit" name="draw_contract_hours" value="1" class="btn btn-link btn-sm p-0 ms-1 align-baseline" title="Draw its time from the prepaid hours after all">Draw it</button>
</form>
<?php } ?>
</span>
<?php } ?>
</dd>
</div>
<?php } ?>
<?php } ?>
<div class="ticket-prop">
<dt>Time logged</dt>
<dd>
<span class="ticket-prop-static">
<?= $ticket_total_reply_time ? formatDuration($ticket_total_reply_time) : "<span class='text-muted'>None yet</span>" ?>
</span>
</dd>
</div>
</dl>
</div>
</div>
<!-- Contact - who this is for and how to reach them -->
<?php
// Rendered even with no contact set, so there is somewhere to set one
$can_set_contact = $can_edit_ticket && !$ticket_is_resolved && $client_id;
if ($contact_id || $can_set_contact) { ?>
<div class="card mb-3">
<div class="card-header px-3 py-2">
<h5 class="card-title mt-1"><i class="fas fa-fw fa-user me-2"></i>Contact</h5>
<?php if ($can_set_contact) { ?>
<div class="card-tools">
<a class="btn btn-tool ajax-modal" href="#" data-modal-url="modals/ticket/ticket_contact.php?id=<?= $ticket_id ?>" title="<?= $contact_id ? 'Change contact' : 'Set contact' ?>">
<i class="fas fa-<?= $contact_id ? 'edit' : 'plus' ?>"></i>
</a>
</div>
<?php } ?>
</div>
<div class="card-body p-3">
<?php if (!$contact_id) { ?>
<div class="text-muted small">No contact on this ticket yet.</div>
<?php } else { ?>
<div class="d-flex align-items-center gap-2">
<?= contactAvatar($contact_client_id, $contact_id, $contact_name, $contact_photo) ?>
<div class="min-w-0">
<a href="#" class="ajax-modal fw-bold text-break" data-modal-size="lg" data-modal-url="modals/contact/contact.php?id=<?= $contact_id ?>"><?= $contact_name ?></a>
<?php if ($contact_title) { ?><div class="text-muted small text-truncate"><?= $contact_title ?></div><?php } ?>
</div>
</div>
<?php if (!empty($contact_phone)) { ?>
<div class="mt-2">
<i class="fa fa-fw fa-phone text-secondary me-2"></i><a href="tel:<?= $contact_phone ?>"><?= $contact_phone ?></a>
<?php if ($contact_extension) { ?><span class="text-muted small">ext. <?= $contact_extension ?></span><?php } ?>
</div>
<?php } ?>
<?php if (!empty($contact_mobile)) { ?>
<div class="mt-2">
<i class="fa fa-fw fa-mobile-alt text-secondary me-2"></i><a href="tel:<?= $contact_mobile ?>"><?= $contact_mobile ?></a>
</div>
<?php } ?>
<?php if (!empty($contact_email)) { ?>
<div class="mt-2 text-truncate">
<i class="fa fa-fw fa-envelope text-secondary me-2"></i><a href="mailto:<?= $contact_email ?>" title="<?= $contact_email ?>"><?= $contact_email ?></a>
</div>
<?php } ?>
<?php } ?>
</div>
</div>
<?php } ?>
<!-- Also open for the same contact or asset -->
<?php if ($also_open) { ?>
<div class="card mb-3">
<div class="card-header px-3 py-2">
<h5 class="card-title mt-1"><i class="fas fa-fw fa-layer-group me-2"></i>Also open</h5>
</div>
<div class="list-group list-group-flush small">
<?php foreach ($also_open as $other) { ?>
<div class="list-group-item px-3 py-2">
<div class="text-truncate"><?= ticketLink($other) ?></div>
<div class="d-flex align-items-center gap-2 mt-1 text-body-secondary">
<?= ticketStatusHtml($other['ticket_status_name'], $other['ticket_status_color'], 'detail') ?>
<span>Same <?= implode(' and ', $other['shares']) ?></span>
<span class="ms-auto text-nowrap" title="<?= escapeHtml($other['ticket_created_at']) ?>"><?= timeAgo($other['ticket_created_at']) ?></span>
</div>
</div>
<?php } ?>
</div>
</div>
<?php } ?>
<!-- Site - where the work is: getting there and getting in -->
<?php if ($location_id && $location_name) {
$ticket_location_address = locationAddressText($ticket, true);
$ticket_location_directions = locationDirectionsUrl($ticket);
$ticket_location_phone = contactPhoneLink($ticket['location_phone'], $ticket['location_phone_country_code'], $ticket['location_phone_extension']);
$ticket_location_notes = trim((string) $ticket['location_notes']); ?>
<div class="card mb-3">
<div class="card-header px-3 py-2">
<h5 class="card-title mt-1"><i class="fas fa-fw fa-map-marker-alt me-2"></i>Site</h5>
<?php if ($ticket_location_directions) { ?>
<div class="card-tools">
<a class="btn btn-tool" href="<?= escapeHtml($ticket_location_directions) ?>" target="_blank" rel="noopener" title="Directions"><i class="fas fa-directions"></i></a>
</div>
<?php } ?>
</div>
<div class="card-body p-3">
<a class="fw-semibold ajax-modal" href="#" data-modal-size="lg" data-modal-url="modals/location/location.php?id=<?= $location_id ?>"><?= $location_name ?></a>
<?php if ($ticket_location_address !== '') { ?>
<div class="small mt-1">
<a class="text-reset" href="<?= escapeHtml(locationMapUrl($ticket)) ?>" target="_blank" rel="noopener" title="Open in maps"><?= escapeHtml($ticket_location_address) ?></a><button type="button" class="itflow-copy clipboardjs" title="Copy address" data-clipboard-text="<?= escapeHtml($ticket_location_address) ?>"><i class="far fa-copy"></i></button>
</div>
<?php } ?>
<?php if ($ticket_location_phone) { ?>
<div class="small mt-1"><i class="fa fa-fw fa-phone text-secondary me-1"></i><?= $ticket_location_phone ?></div>
<?php } ?>
<?php if ($ticket['location_hours']) { ?>
<div class="small mt-1 text-body-secondary"><i class="fa fa-fw fa-clock me-1"></i><?= escapeHtml($ticket['location_hours']) ?></div>
<?php } ?>
<?php if ($ticket_location_notes !== '') { ?>
<div class="small mt-2 pt-2 border-top text-body-secondary itflow-ticket-site-notes" title="Access notes"><i class="fa fa-fw fa-door-open me-1"></i><?= nl2br(escapeHtml($ticket_location_notes)) ?></div>
<?php } ?>
</div>
</div>
<?php } ?>
<!-- Trips - the driving done for it, for an onsite ticket or once there is some -->
<?php if ($show_trips && ($ticket_trip_count || $ticket_onsite)) { ?>
<div class="card mb-3 itflow-ticket-trips">
<div class="card-header px-3 py-2">
<h5 class="card-title mt-1"><i class="fas fa-fw fa-route me-2"></i>Trips<?php if ($ticket_trip_count) { ?> <span class="badge text-bg-secondary ms-1"><?= $ticket_trip_count ?></span><?php } ?></h5>
<div class="card-tools">
<a class="btn btn-tool ajax-modal" href="#" data-modal-size="lg" data-modal-url="modals/trip/trip_add.php?ticket_id=<?= $ticket_id ?>" title="Log a trip"><i class="fas fa-plus"></i></a>
</div>
</div>
<?php if ($ticket_trips) { ?>
<div class="list-group list-group-flush">
<?php foreach ($ticket_trips as $trip) { ?>
<a href="#" class="list-group-item list-group-item-action px-3 py-2 ajax-modal" data-modal-size="lg" data-modal-url="modals/trip/trip.php?id=<?= intval($trip['trip_id']) ?>">
<div class="d-flex justify-content-between gap-2">
<span class="small text-truncate"><?= escapeHtml(date('M j', strtotime($trip['trip_date']))) ?> &middot; <?= escapeHtml($trip['driver_name'] ?? 'Unknown') ?></span>
<span class="small fw-semibold text-nowrap"><?= escapeHtml(tripMilesText($trip['trip_miles'])) ?><?php if (intval($trip['round_trip'])) { ?><i class="fas fa-sync-alt text-body-secondary ms-1" title="Round trip"></i><?php } ?></span>
</div>
<div class="small text-body-secondary text-truncate"><?= escapeHtml($trip['trip_source']) ?> &rarr; <?= escapeHtml($trip['trip_destination']) ?></div>
</a>
<?php } ?>
</div>
<div class="card-footer px-3 py-2 small d-flex justify-content-between">
<span class="text-body-secondary"><?= escapeHtml(tripMilesText($ticket_trip_miles)) ?> driven</span>
<?php if ($ticket_trip_count > count($ticket_trips)) { ?>
<a href="trips.php?client_id=<?= $client_id ?>&amp;ticket_id=<?= $ticket_id ?>">All <?= $ticket_trip_count ?></a>
<?php } else { ?>
<a href="trips.php?client_id=<?= $client_id ?>&amp;ticket_id=<?= $ticket_id ?>">Open in Trips</a>
<?php } ?>
</div>
<?php } else { ?>
<div class="card-body p-3 small text-body-secondary">
An onsite ticket - drove out for it? <a href="#" class="ajax-modal" data-modal-size="lg" data-modal-url="modals/trip/trip_add.php?ticket_id=<?= $ticket_id ?>">Log the trip</a> to keep the driving with the ticket.
</div>
<?php } ?>
</div>
<?php } ?>
<!-- Tasks - the checklist, with the one place the progress count is shown -->
<?php if (!$ticket_is_resolved || $task_count) { ?>
<div class="card mb-3">
<div class="card-header px-3 py-2">
<h5 class="card-title mt-1">
<i class="fas fa-fw fa-tasks me-2"></i>Tasks
<?php if ($task_count) { ?>
<span class="ticket-task-count ms-2" title="<?= $tasks_completed_percent ?>% complete">
<span class="progress ticket-task-progress" role="progressbar" aria-label="Tasks complete" aria-valuenow="<?= $tasks_completed_percent ?>" aria-valuemin="0" aria-valuemax="100">
<span class="progress-bar <?= $tasks_block_resolve ? 'bg-secondary' : 'bg-success' ?>" style="width: <?= $tasks_completed_percent ?>%;"></span>
</span>
<?= "$completed_task_count of $task_count" ?>
</span>
<?php } ?>
</h5>
<div class="card-tools">
<?php if (!$ticket_is_resolved && $can_edit_ticket && $task_count) { ?>
<div class="dropdown dropstart d-inline-block">
<button class="btn btn-tool" title="More actions" type="button" data-bs-toggle="dropdown">
<i class="fas fa-ellipsis-v"></i>
</button>
<div class="dropdown-menu">
<a class="dropdown-item" href="post.php?complete_all_tasks=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
<i class="fas fa-fw fa-check-double me-2"></i>Mark all complete
</a>
<a class="dropdown-item" href="post.php?undo_complete_all_tasks=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
<i class="far fa-fw fa-square me-2"></i>Mark all incomplete
</a>
</div>
</div>
<?php } ?>
<button type="button" class="btn btn-tool" title="Show/hide" data-lte-toggle="card-collapse">
<i class="fas fa-chevron-down"></i>
</button>
</div>
</div>
<div class="card-body p-0">
<?php if (!$ticket_is_resolved && $can_edit_ticket) { ?>
<form action="post.php" method="post" autocomplete="off" class="px-3 pt-3 pb-2">
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
<input type="hidden" name="ticket_id" value="<?= $ticket_id ?>">
<div class="input-group input-group-sm">
<input type="text" class="form-control" name="name" placeholder="Add a task" aria-label="New task" required maxlength="255">
<button type="submit" name="add_task" class="btn btn-outline-primary" title="Add task">
<i class="fas fa-plus"></i>
</button>
</div>
</form>
<?php } ?>
<?php if (!$task_count) { ?>
<div class="px-3 pb-3 text-muted small">No tasks on this ticket.</div>
<?php } ?>
<table class="table table-sm mb-0 ticket-task-table" id="tasks">
<tbody>
<?php
while ($task_row = mysqli_fetch_assoc($sql_tasks)) {
$task_id = intval($task_row['task_id']);
$task_name = escapeHtml($task_row['task_name']);
$task_completion_estimate = intval($task_row['task_completion_estimate']);
$task_completed_at = escapeHtml($task_row['task_completed_at']);
// Approvals came from the single batched query above
$task_needs_approval = isset($task_approvals[$task_id]);
$approval_id = 0;
$user_can_approve = false;
if ($task_needs_approval) {
foreach ($task_approvals[$task_id] as $approval) {
if ($approval['approval_status'] !== 'pending') {
continue;
}
$scope = escapeHtml($approval['approval_scope']);
$type = escapeHtml($approval['approval_type']);
$required_user = intval($approval['approval_required_user_id']);
$created_by = intval($approval['approval_created_by']);
// Named, specific user?
if ($scope == 'internal' && $type == 'specific' && $required_user == $session_user_id) {
$user_can_approve = true;
$approval_id = intval($approval['approval_id']);
continue;
}
// Any internal user, but the one who created the task
if ($scope == 'internal' && $type == 'any' && $created_by !== $session_user_id) {
$user_can_approve = true;
$approval_id = intval($approval['approval_id']);
continue;
}
}
}
?>
<tr data-task-id="<?= $task_id ?>">
<td class="ps-3 pe-0 ticket-task-check">
<?php if ($task_completed_at) { ?>
<i class="far fa-fw fa-check-square text-success" title="Completed <?= $task_completed_at ?>"></i>
<?php } elseif ($can_edit_ticket && !$task_needs_approval) { ?>
<a href="post.php?complete_task=<?= $task_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" title="Mark complete">
<i class="far fa-fw fa-square text-body"></i>
</a>
<?php } elseif ($task_needs_approval) { ?>
<i class="fas fa-fw fa-shield-alt text-warning" title="Waiting for approval"></i>
<?php } else { ?>
<i class="far fa-fw fa-square text-muted"></i>
<?php } ?>
</td>
<td class="ps-2">
<span class="<?= $task_completed_at ? 'text-muted text-decoration-line-through' : '' ?>"><?= $task_name ?></span>
<?php if (!$task_completed_at && $task_needs_approval) { ?>
<!-- Say it in words - a bare shield icon did not tell anyone what was holding the task -->
<div class="small text-warning-emphasis">
Waiting for approval
<?php if ($user_can_approve && $can_edit_ticket) { ?>
&middot; <a class="confirm-link" href="post.php?approve_ticket_task=<?= $task_id ?>&approval_id=<?= $approval_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" data-confirm-title="Approve this task?" data-confirm-button="Approve">Approve</a>
<?php } ?>
</div>
<?php } ?>
</td>
<td class="pe-2 text-end text-nowrap">
<button type="button" class="btn btn-sm btn-link drag-handle px-1" title="Drag to reorder"><i class="fas fa-grip-vertical text-muted"></i></button>
<?php if (!$ticket_is_resolved && $can_edit_ticket) { ?>
<div class="dropdown dropstart d-inline-block">
<button class="btn btn-sm btn-link text-secondary px-1" title="More actions" type="button" data-bs-toggle="dropdown">
<i class="fas fa-fw fa-ellipsis-v"></i>
</button>
<div class="dropdown-menu">
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_task_edit.php?id=<?= $task_id ?>">
<i class="fas fa-fw fa-edit me-2"></i>Edit
</a>
<?php if (!$task_completed_at) { ?>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_task_approver_add.php?id=<?= $task_id ?>">
<i class="fas fa-fw fa-shield-alt me-2"></i>Require approval
</a>
<?php } else { ?>
<a class="dropdown-item" href="post.php?undo_complete_task=<?= $task_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
<i class="fas fa-fw fa-undo me-2"></i>Mark incomplete
</a>
<?php } ?>
<div class="dropdown-divider"></div>
<a class="dropdown-item text-danger confirm-link" href="post.php?delete_task=<?= $task_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
<i class="fas fa-fw fa-trash-alt me-2"></i>Delete
</a>
</div>
</div>
<?php } ?>
</td>
</tr>
<?php
}
?>
</tbody>
</table>
</div>
</div>
<?php } ?>
<!--
Everything else this ticket is attached to, in one card instead of
four stacked ones that were mostly empty on a typical ticket.
-->
<?php
$can_link = $can_edit_ticket && !$ticket_is_closed;
// The services it is about - raised for them, or through its assets
$ticket_services = $client_id ? ticketServices($ticket_id) : [];
$has_links = $asset_id || $vendor_id || $project_id || $watcher_count || $ticket_services;
if ($has_links || $can_link) { ?>
<div class="card mb-3">
<div class="card-header px-3 py-2">
<h5 class="card-title mt-1"><i class="fas fa-fw fa-link me-2"></i>Linked</h5>
<div class="card-tools">
<?php if ($can_link) { ?>
<div class="dropdown dropstart d-inline-block">
<button class="btn btn-tool" type="button" data-bs-toggle="dropdown" title="Link something to this ticket">
<i class="fas fa-plus"></i>
</button>
<div class="dropdown-menu">
<?php if ($client_id) { ?>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_edit_asset.php?id=<?= $ticket_id ?>">
<i class="fas fa-fw fa-desktop me-2"></i><?= $asset_id ? 'Change assets' : 'Add asset' ?>
</a>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_edit_vendor.php?ticket_id=<?= $ticket_id ?>">
<i class="fas fa-fw fa-building me-2"></i><?= $vendor_id ? 'Change vendor' : 'Add vendor' ?>
</a>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_edit_project.php?id=<?= $ticket_id ?>">
<i class="fas fa-fw fa-project-diagram me-2"></i><?= $project_id ? 'Change project' : 'Add to a project' ?>
</a>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_link_service.php?id=<?= $ticket_id ?>">
<i class="fas fa-fw fa-stream me-2"></i>Link a service
</a>
<div class="dropdown-divider"></div>
<?php } ?>
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_add_watcher.php?ticket_id=<?= $ticket_id ?>">
<i class="fas fa-fw fa-eye me-2"></i>Add watcher
</a>
</div>
</div>
<?php } ?>
<button type="button" class="btn btn-tool" title="Show/hide" data-lte-toggle="card-collapse">
<i class="fas fa-chevron-down"></i>
</button>
</div>
</div>
<div class="card-body p-3">
<?php if (!$has_links) { ?>
<div class="text-muted small">Nothing linked yet. Use <i class="fas fa-fw fa-plus"></i> to add an asset, vendor, project, service or watcher.</div>
<?php } ?>
<?php if ($asset_id) { ?>
<div class="ticket-link-heading">Assets</div>
<div class="mt-1 text-truncate">
<a class="ajax-modal" href="#" data-modal-size="lg" data-modal-url="modals/asset/asset.php?<?= $client_url ?>&id=<?= $asset_id ?>" title="<?= $asset_name ?>">
<i class="fa fa-fw fa-<?= $asset_icon ?> text-secondary me-2"></i><?= $asset_name ?>
</a>
</div>
<?php while ($additional_asset_row = mysqli_fetch_assoc($sql_additional_assets)) {
$additional_asset_id = intval($additional_asset_row['asset_id']);
$additional_asset_name = escapeHtml($additional_asset_row['asset_name']);
$additional_asset_icon = getAssetIcon(escapeHtml($additional_asset_row['asset_type']));
?>
<div class="mt-1 d-flex align-items-center">
<a class="ajax-modal text-truncate flex-grow-1" href="#" data-modal-size="lg" data-modal-url="modals/asset/asset.php?<?= $client_url ?>&id=<?= $additional_asset_id ?>" title="<?= $additional_asset_name ?>">
<i class="fa fa-fw fa-<?= $additional_asset_icon ?> text-secondary me-2"></i><?= $additional_asset_name ?>
</a>
<?php if ($can_link) { ?>
<a class="confirm-link ms-2" href="post.php?delete_ticket_additional_asset=<?= $additional_asset_id ?>&ticket_id=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" title="Remove from this ticket">
<i class="fas fa-fw fa-times text-secondary"></i>
</a>
<?php } ?>
</div>
<?php } ?>
<?php } ?>
<?php if ($vendor_id) {
// Everything for the call to them: the line, their reference, and what they will ask for
$vendor_phone_link = contactPhoneLink($ticket['vendor_phone'], $ticket['vendor_phone_country_code'], $ticket['vendor_extension']);
$vendor_account = escapeHtml($ticket['vendor_account_number']);
$vendor_pin = vendorSecretHtml($ticket['vendor_code']);
$vendor_website_url = vendorWebsiteUrl($ticket['vendor_website']);
$vendor_when = escapeHtml(implode(' · ', array_filter([$ticket['vendor_hours'], $ticket['vendor_sla']])));
?>
<div class="ticket-link-heading <?= $asset_id ? 'mt-3 pt-2 border-top' : '' ?>">Vendor</div>
<div class="mt-1 d-flex min-w-0">
<?= vendorLink($vendor_id, $ticket['vendor_name'], ['archived' => !empty($ticket['vendor_archived_at'])]) ?>
</div>
<?php if ($ticket_vendor_ticket_number) { ?>
<!-- Labelled - a bare reference beside a tag icon read as nothing in particular -->
<div class="mt-1 text-truncate"><i class="fa fa-fw fa-hashtag text-secondary me-2"></i><span class="text-muted">Their ticket</span> <span class="font-monospace"><?= $ticket_vendor_ticket_number ?></span><button type="button" class="itflow-copy clipboardjs" title="Copy their ticket number" data-clipboard-text="<?= $ticket_vendor_ticket_number ?>"><i class="far fa-copy"></i></button></div>
<?php } ?>
<?php if ($vendor_phone_link) { ?>
<div class="mt-1"><i class="fa fa-fw fa-phone text-secondary me-2"></i><?= $vendor_phone_link ?></div>
<?php } ?>
<?php if ($vendor_when) { ?>
<div class="mt-1 small text-muted text-truncate" title="<?= $vendor_when ?>"><i class="fa fa-fw fa-clock text-secondary me-2"></i><?= $vendor_when ?></div>
<?php } ?>
<?php if ($vendor_account || $vendor_pin) { ?>
<div class="mt-1 small" title="What they will ask for">
<i class="fa fa-fw fa-fingerprint text-secondary me-2"></i><?php if ($vendor_account) { ?><span class="font-monospace"><?= $vendor_account ?></span><button type="button" class="itflow-copy clipboardjs" title="Copy account number" data-clipboard-text="<?= $vendor_account ?>"><i class="far fa-copy"></i></button><?php } ?>
<?php if ($vendor_pin) { ?><span class="text-muted ms-1">PIN</span> <?= $vendor_pin ?><?php } ?>
</div>
<?php } ?>
<?php if ($vendor_email) { ?>
<div class="mt-1 text-truncate"><i class="fa fa-fw fa-envelope text-secondary me-2"></i><a href="mailto:<?= $vendor_email ?>" title="<?= $vendor_email ?>"><?= $vendor_email ?></a></div>
<?php } ?>
<?php if ($vendor_website_url) { ?>
<div class="mt-1 text-truncate"><i class="fa fa-fw fa-globe text-secondary me-2"></i><a href="<?= escapeHtml($vendor_website_url) ?>" target="_blank" rel="noopener noreferrer" title="<?= $vendor_website ?>"><?= escapeHtml(vendorWebsiteLabel($ticket['vendor_website'])) ?></a></div>
<?php } ?>
<?php $vendor_status_url = vendorWebsiteUrl($ticket['vendor_status_page']);
if ($vendor_status_url) { ?>
<!-- Whether it is them - their outages -->
<div class="mt-1 text-truncate"><i class="fa fa-fw fa-heartbeat text-secondary me-2"></i><a href="<?= escapeHtml($vendor_status_url) ?>" target="_blank" rel="noopener noreferrer" title="Their status page - <?= escapeHtml(vendorWebsiteLabel($ticket['vendor_status_page'])) ?>">Status page</a></div>
<?php } ?>
<?php } ?>
<?php if ($project_id) { ?>
<div class="ticket-link-heading <?= ($asset_id || $vendor_id) ? 'mt-3 pt-2 border-top' : '' ?>">Project</div>
<div class="mt-1 d-flex align-items-center gap-1 min-w-0">
<a class="text-truncate" href="<?= $project_url ?>" title="<?= $project_name ?>"><i class="fa fa-fw fa-project-diagram text-secondary me-2"></i><?= $project_name ?></a>
<a class="ajax-modal ms-auto text-body-secondary" href="#" data-modal-size="lg" data-modal-url="modals/project/project.php?id=<?= $project_id ?>" title="Quick look"><i class="fas fa-fw fa-eye"></i></a>
</div>
<?php if ($project_stats && $project_stats['tickets']) { ?>
<div class="mt-1 small text-body-secondary"><?= projectProgressHtml($project_stats) ?></div>
<?php } ?>
<?php if ($project_manager_name) { ?>
<div class="mt-1 text-truncate"><i class="fa fa-fw fa-user-tie text-secondary me-2"></i><?= $project_manager_name ?> <span class="text-muted small">(manager)</span></div>
<?php } ?>
<?php } ?>
<?php if ($ticket_services) { ?>
<div class="ticket-link-heading <?= ($asset_id || $vendor_id || $project_id) ? 'mt-3 pt-2 border-top' : '' ?>">Services</div>
<?php foreach ($ticket_services as $ticket_service) {
$ticket_service_id = intval($ticket_service['service_id']); ?>
<div class="mt-1 d-flex align-items-center gap-1 min-w-0">
<span class="d-flex min-w-0 flex-grow-1"><?= serviceLink($ticket_service_id, $ticket_service['service_name'], $client_id, ['category' => $ticket_service['service_category']]) ?></span>
<?php if ($ticket_service['service_importance'] === 'High') { ?><?= serviceImportancePill('High') ?><?php } ?>
<?php if (!$ticket_service['linked']) { ?>
<span class="small text-muted text-nowrap" title="One of its assets is on this ticket">via asset</span>
<?php } elseif ($can_link) { ?>
<a class="confirm-link ms-1" href="post.php?unlink_service_ticket=<?= $ticket_id ?>&service_id=<?= $ticket_service_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" title="Not about this service">
<i class="fas fa-fw fa-times text-secondary"></i>
</a>
<?php } ?>
</div>
<?php } ?>
<?php } ?>
<?php if ($watcher_count) { ?>
<div class="ticket-link-heading <?= ($asset_id || $vendor_id || $project_id || $ticket_services) ? 'mt-3 pt-2 border-top' : '' ?>">
Watchers <span class="text-muted text-lowercase fw-normal">&middot; copied on emailed replies</span>
</div>
<?php while ($watcher_row = mysqli_fetch_assoc($sql_ticket_watchers)) {
$watcher_id = intval($watcher_row['watcher_id']);
$ticket_watcher_email = escapeHtml($watcher_row['watcher_email']);
?>
<div class="mt-1 d-flex align-items-center">
<span class="text-truncate flex-grow-1" title="<?= $ticket_watcher_email ?>"><i class="fa fa-fw fa-envelope text-secondary me-2"></i><?= $ticket_watcher_email ?></span>
<?php if ($can_link) { ?>
<a class="confirm-link ms-2" href="post.php?delete_ticket_watcher=<?= $watcher_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" title="Stop copying <?= $ticket_watcher_email ?>">
<i class="fas fa-fw fa-times text-secondary"></i>
</a>
<?php } ?>
</div>
<?php } ?>
<?php } ?>
</div>
</div>
<?php } ?>
<!-- History - the audit trail, plus the SLA and closure detail -->
<div class="card mb-3 collapsed-card">
<div class="card-header px-3 py-2">
<h5 class="card-title mt-1"><i class="fas fa-fw fa-history me-2"></i>History</h5>
<div class="card-tools">
<button type="button" class="btn btn-tool" title="Show/hide" data-lte-toggle="card-collapse">
<i class="fas fa-chevron-up"></i>
</button>
</div>
</div>
<div class="card-body p-3" style="display: none;">
<dl class="ticket-history-facts mb-0">
<dt>Created</dt>
<dd title="<?= $ticket_created_at ?>"><?= date('M d, Y • g:i A', strtotime($ticket_created_at)) ?></dd>
<?php if ($ticket_first_response_at) { ?>
<dt>First response</dt>
<dd title="<?= $ticket_first_response_at ?>"><?= date('M d, Y • g:i A', strtotime($ticket_first_response_at)) ?></dd>
<?php } ?>
<?php if ($ticket_sla_id && $ticket_response_due_at) { ?>
<dt>Respond by</dt>
<dd>
<?= date('M d, Y • g:i A', strtotime($ticket_response_due_at)) ?>
<?php if (!is_null($ticket_response_sla_met)) { echo $ticket_response_sla_met ? "<i class='fas fa-fw fa-check text-success ms-1' title='Response SLA met'></i>" : "<i class='fas fa-fw fa-exclamation-triangle text-danger ms-1' title='Response SLA missed'></i>"; } ?>
</dd>
<?php } ?>
<?php if ($ticket_sla_id && $ticket_resolution_due_at) { ?>
<dt>Resolve by</dt>
<dd>
<?php if ($ticket_sla_paused && $ticket_is_open) { ?>
<span class="text-warning-emphasis"><i class="fas fa-fw fa-pause-circle me-1"></i>Paused</span>
<?php } else { ?>
<?= date('M d, Y • g:i A', strtotime($ticket_resolution_due_at)) ?>
<?php } ?>
<?php if (!is_null($ticket_resolution_sla_met)) { echo $ticket_resolution_sla_met ? "<i class='fas fa-fw fa-check text-success ms-1' title='Resolution SLA met'></i>" : "<i class='fas fa-fw fa-exclamation-triangle text-danger ms-1' title='Resolution SLA missed'></i>"; } ?>
</dd>
<?php } ?>
<?php if ($ticket_collaborators) { ?>
<dt>Worked on by</dt>
<dd><?= $ticket_collaborators ?></dd>
<?php } ?>
<?php if ($ticket_resolved_at) { ?>
<dt>Resolved</dt>
<dd title="<?= $ticket_resolved_at ?>"><?= date('M d, Y • g:i A', strtotime($ticket_resolved_at)) ?></dd>
<?php } ?>
<?php if ($ticket_is_closed) { ?>
<dt>Closed</dt>
<dd title="<?= $ticket_closed_at ?>">
<?= date('M d, Y • g:i A', strtotime($ticket_closed_at)) ?>
<?php
// A zero closed_by is the client closing it from the portal or guest link,
// or the nightly auto-close on an unassigned ticket - so no name is shown
// rather than the old catch-all "User"
if (!empty($ticket_closed_by)) { echo "<div class='small text-muted'>by " . $ticket_closed_by_display . "</div>"; }
?>
</dd>
<?php if ($ticket_feedback) { ?>
<dt>Client feedback</dt>
<dd><?= $ticket_feedback ?></dd>
<?php } ?>
<?php } ?>
</dl>
<?php if ($ticket_history_count) { ?>
<div class="mt-3 pt-2 border-top">
<div class="ticket-link-heading mb-2">Changes</div>
<?php while ($history_row = mysqli_fetch_assoc($sql_ticket_history)) {
$ticket_history_description = escapeHtml($history_row['ticket_history_description']);
$ticket_history_created_at = escapeHtml($history_row['ticket_history_created_at']);
?>
<div class="mb-2 small">
<?= $ticket_history_description ?>
<div class="text-muted" title="<?= $ticket_history_created_at ?>"><?= timeAgo($ticket_history_created_at) ?></div>
</div>
<?php } ?>
</div>
<?php } ?>
</div>
</div>
</div> <!-- End ticket-layout-side -->
</div> <!-- End ticket-layout -->
<?php
}
}
require_once "../includes/footer.php";
?>
<script src="/js/show_modals.js"></script>
<?php
// The timer drives the Time worked fields in the reply form, so it only loads where that form is.
// It used to load on resolved tickets and for read-only agents too, find no fields, and throw.
if (!empty($can_edit_ticket) && !empty($ticket_is_open)) { ?>
<!-- create js variable related to ticket timer setting -->
<script type="text/javascript">
var ticketAutoStart = <?= json_encode($config_ticket_timer_autostart) ?>;
</script>
<!-- Ticket Time Tracking JS -->
<script src="js/ticket_time_tracking.js"></script>
<?php } ?>
<?php if (empty($ticket_closed_at)) { ?>
<!-- Ticket collision detect JS (jQuery is called in footer, so collision detection script MUST be below it) -->
<script src="js/ticket_collision_detection.js"></script>
<?php } ?>
<script src="/js/pretty_content.js"></script>
<script src="/libs/SortableJS/Sortable.min.js"></script>
<script>
(function () {
// Task reordering
const taskTable = document.querySelector('table#tasks tbody');
if (taskTable) {
new Sortable(taskTable, {
handle: '.drag-handle',
animation: 150,
onEnd: function () {
const rows = document.querySelectorAll('table#tasks tbody tr');
const positions = Array.from(rows).map((row, index) => ({
id: row.dataset.taskId,
order: index
}));
itflowPostForm('ajax.php', {
update_ticket_tasks_order: true,
csrf_token: '<?= $_SESSION['csrf_token'] ?>',
ticket_id: <?= $ticket_id ?>,
positions: positions
});
}
});
}
// Reply composer - the type buttons above are the entry point. The composer stays
// collapsed until one is picked, so the conversation is not pushed down the page and
// a public reply is never the default.
const replyComposer = document.getElementById('replyComposer');
if (replyComposer) {
const replyComposerCollapse = bootstrap.Collapse.getOrCreateInstance(replyComposer, { toggle: false });
const replyTypes = document.querySelectorAll('input[name="public_reply_type"]');
// Who will see it and what the button does, for whichever type is picked
const replyAudience = document.getElementById('replyAudience');
const replySubmitLabel = document.getElementById('replySubmitLabel');
const replySubmitLabels = { '0': 'Add note', '1': 'Post note', '2': 'Send email' };
function showReplyType(type) {
if (replyAudience) {
replyAudience.querySelectorAll('[data-audience]').forEach(line => {
line.hidden = line.dataset.audience !== type;
});
}
if (replySubmitLabel) {
replySubmitLabel.textContent = replySubmitLabels[type] || 'Send';
}
}
// Only ever opens. Switching Internal -> Public mid-draft must not throw the draft away.
replyTypes.forEach(radio => radio.addEventListener('change', () => {
showReplyType(radio.value);
replyComposerCollapse.show();
}));
replyComposer.addEventListener('shown.bs.collapse', function () {
// TinyMCE's autoresize plugin measured the editor while its container was
// display:none, so it sized to nothing. Re-measure now the box is real.
const editor = window.tinymce ? tinymce.get('ticket_reply') : null;
if (editor) {
editor.execCommand('mceAutoResize');
editor.focus();
} else {
const textarea = document.getElementById('ticket_reply');
if (textarea) textarea.focus();
}
});
const cancelReply = document.getElementById('cancelReply');
if (cancelReply) {
cancelReply.addEventListener('click', function () {
replyComposerCollapse.hide();
replyTypes.forEach(radio => { radio.checked = false; });
});
}
// The status select is required and lives inside the collapse. A required control in a
// display:none container blocks submission with nothing on screen to explain it, and the
// form can still be submitted with Enter from a focused reply-type button, so refuse
// outright while the composer is shut.
const replyForm = replyComposer.closest('form');
if (replyForm) {
replyForm.addEventListener('submit', function (e) {
if (!replyComposer.classList.contains('show')) {
e.preventDefault();
}
});
}
}
// Conversation filter - show everything, only what the client can see, or only internal notes
const replyFilter = document.getElementById('replyFilter');
if (replyFilter) {
replyFilter.addEventListener('click', function (e) {
const button = e.target.closest('[data-reply-filter]');
if (!button) return;
const wanted = button.dataset.replyFilter;
replyFilter.querySelectorAll('[data-reply-filter]').forEach(b => {
b.classList.toggle('btn-dark', b === button);
b.classList.toggle('active', b === button);
b.classList.toggle('btn-outline-dark', b !== button);
});
document.querySelectorAll('.ticket-reply').forEach(card => {
card.hidden = wanted !== 'all' && card.dataset.replyGroup !== wanted;
});
});
}
})();
</script>
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