mirror of
https://github.com/itflow-org/itflow
synced 2026-08-05 07:07:14 +00:00
162a597da9
Statuses can be flagged to pause the resolution clock; sla_history records the intervals a ticket's clock actually ran and the deadline is re-based on remaining budget when it resumes. Adds SLA Summary and SLA by Client reports, an SLA state filter on the ticket list, SLA colouring on kanban cards, and an Urgent column on the Tickets by Client report. DB update 2.5.1. Also fixes resolution SLA verdicts being skipped when resolving via kanban or the client portal.
330 lines
20 KiB
PHP
330 lines
20 KiB
PHP
<div class="card card-dark">
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<div class="card-body">
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<form id="bulkActions" action="post.php" method="post">
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<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
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<div class="table-responsive">
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<table class="table table-striped table-borderless table-hover">
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<thead class="text-dark <?php if (!$num_rows[0]) { echo "d-none"; } ?> text-nowrap">
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<tr>
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<td class="checkbox-column">
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<?php if ($status !== 'Closed') { ?>
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<div class="form-check">
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<input class="form-check-input" id="selectAllCheckbox" type="checkbox" onclick="checkAll(this)" onkeydown="checkAll(this)">
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</div>
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<?php } ?>
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</td>
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<th>
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<a class="text-dark" href="?<?= $url_query_strings_sort ?>&sort=ticket_number&order=<?= $disp ?>">
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Ticket <?php if ($sort == 'ticket_number') { echo $order_icon; } ?>
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</a>
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</th>
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<th>
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<a class="text-dark" href="?<?= $url_query_strings_sort ?>&sort=ticket_subject&order=<?= $disp ?>">
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Subject <?php if ($sort == 'ticket_subject') { echo $order_icon; } ?>
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</a>
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</th>
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<th>
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<?php if (!$client_url) { ?>
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<a class="text-dark" href="?<?= $url_query_strings_sort ?>&sort=client_name&order=<?= $disp ?>">
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Client <?php if ($sort == 'client_name') { echo $order_icon; } ?> /
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</a>
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<?php } ?>
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<a class="text-secondary <?php if ($client_url) { echo "text-dark"; } ?>" href="?<?= $url_query_strings_sort ?>&sort=contact_name&order=<?= $disp ?>">
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Contact <?php if ($sort == 'contact_name') { echo $order_icon; } ?>
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</a>
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</th>
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<?php if ($config_module_enable_accounting && lookupUserPermission("module_sales") >= 2) { ?>
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<th class="text-center">
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<a class="text-secondary" href="?<?= $url_query_strings_sort ?>&sort=ticket_billable&order=<?= $disp ?>">
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Billable <?php if ($sort == 'ticket_billable') { echo $order_icon; } ?>
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</a>
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</th>
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<?php } ?>
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<th>
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<a class="text-dark" href="?<?= $url_query_strings_sort ?>&sort=ticket_priority&order=<?= $disp ?>">
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Priority <?php if ($sort == 'ticket_priority') { echo $order_icon; } ?>
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</a>
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</th>
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<th>
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<a class="text-dark" href="?<?= $url_query_strings_sort ?>&sort=ticket_status&order=<?= $disp ?>">
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Status <?php if ($sort == 'ticket_status') { echo $order_icon; } ?>
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</a>
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</th>
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<th>
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<a class="text-dark" href="?<?= $url_query_strings_sort ?>&sort=user_name&order=<?= $disp ?>">
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Assigned <?php if ($sort == 'user_name') { echo $order_icon; } ?>
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</a>
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</th>
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<th>
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<a class="text-dark" href="?<?= $url_query_strings_sort ?>&sort=ticket_updated_at&order=<?= $disp ?>">
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Last Response <?php if ($sort == 'ticket_updated_at') { echo $order_icon; } ?>
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</a>
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</th>
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<th>
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<a class="text-dark" href="?<?= $url_query_strings_sort ?>&sort=ticket_created_at&order=<?= $disp ?>">
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Created <?php if ($sort == 'ticket_created_at') { echo $order_icon; } ?>
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</a>
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</th>
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</tr>
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</thead>
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<tbody>
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<?php
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while ($row = mysqli_fetch_assoc($sql)) {
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$ticket_id = intval($row['ticket_id']);
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$ticket_prefix = escapeHtml($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$ticket_subject = escapeHtml($row['ticket_subject']);
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$ticket_priority = escapeHtml($row['ticket_priority']);
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$ticket_status_id = intval($row['ticket_status_id']);
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$ticket_status_name = escapeHtml($row['ticket_status_name']);
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$ticket_status_color = escapeHtml($row['ticket_status_color']);
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$ticket_billable = intval($row['ticket_billable']);
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$ticket_scheduled_for = escapeHtml($row['ticket_schedule']);
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$ticket_created_at = escapeHtml($row['ticket_created_at']);
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$ticket_created_at_time_ago = timeAgo($row['ticket_created_at']);
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$ticket_updated_at = escapeHtml($row['ticket_updated_at']);
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$ticket_updated_at_time_ago = timeAgo($row['ticket_updated_at']);
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$ticket_closed_at = escapeHtml($row['ticket_closed_at']);
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// SLA alert stages are maintained by cron/ticket_sla.php (1 = warned, 2 = breached)
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$ticket_sla_alert_stage = max(intval($row['ticket_response_sla_alert_stage']), intval($row['ticket_resolution_sla_alert_stage']));
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// A paused ticket isn't running down its clock, so drop the
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// at-risk warning - a breach already recorded still stands
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if (intval($row['ticket_status_pauses_sla']) && $ticket_sla_alert_stage < 2) {
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$ticket_sla_alert_stage = 0;
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}
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if (empty($ticket_updated_at)) {
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if (!empty($ticket_closed_at)) {
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$ticket_updated_at_display = "<p>Never</p>";
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} else {
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$ticket_updated_at_display = "<p class='text-danger'>Never</p>";
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}
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} else {
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$ticket_updated_at_display = "$ticket_updated_at_time_ago<br><small class='text-secondary'>$ticket_updated_at</small>";
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}
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$project_id = intval($row['ticket_project_id']);
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$client_id = intval($row['ticket_client_id']);
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$client_name = escapeHtml($row['client_name']);
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$contact_id = intval($row['contact_id']);
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$contact_name = escapeHtml($row['contact_name']);
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$contact_email = escapeHtml($row['contact_email']);
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if ($client_id) {
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$has_client = "&client_id=$client_id";
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} else {
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$has_client = "";
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}
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if ($ticket_priority == "Urgent") {
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$ticket_priority_color = "dark";
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} elseif ($ticket_priority == "High") {
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$ticket_priority_color = "danger";
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} elseif ($ticket_priority == "Medium") {
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$ticket_priority_color = "warning";
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} else {
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$ticket_priority_color = "info";
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}
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$ticket_assigned_to = intval($row['ticket_assigned_to']);
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if (empty($ticket_assigned_to)) {
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if (!empty($ticket_closed_at)) {
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$ticket_assigned_to_display = "<p>Unassigned</p>";
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} else {
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$ticket_assigned_to_display = "<p class='text-muted'>Unassigned</p>";
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}
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} else {
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$ticket_assigned_to_display = escapeHtml($row['user_name']);
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}
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if (empty($contact_name)) {
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$contact_display = "-";
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} else {
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$contact_display = "<div><a href='contact.php?client_id=$client_id&contact_id=$contact_id'>$contact_name</a></div>";
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}
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$ticket_invoice_id = intval($row['ticket_invoice_id']);
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$ticket_quote_id = intval($row['ticket_quote_id']);
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// Get who last updated the ticket - to be shown in the last Response column
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// Defaults to prevent undefined errors
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$ticket_reply_created_at = "";
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$ticket_reply_created_at_time_ago = "Never";
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$ticket_reply_by_display = "";
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$ticket_reply_type = "Client"; // Default to client for un-replied tickets
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$sql_ticket_reply = mysqli_query($mysqli,
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"SELECT ticket_reply_type, ticket_reply_created_at, contact_name, user_name FROM ticket_replies
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LEFT JOIN users ON ticket_reply_by = user_id
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LEFT JOIN contacts ON ticket_reply_by = contact_id
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WHERE ticket_reply_ticket_id = $ticket_id
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AND ticket_reply_archived_at IS NULL
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ORDER BY ticket_reply_id DESC LIMIT 1"
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);
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$row = mysqli_fetch_assoc($sql_ticket_reply);
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if ($row) {
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$ticket_reply_type = escapeHtml($row['ticket_reply_type']);
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if ($ticket_reply_type == "Client") {
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$ticket_reply_by_display = escapeHtml($row['contact_name']);
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} else {
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$ticket_reply_by_display = escapeHtml($row['user_name']);
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}
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$ticket_reply_created_at = escapeHtml($row['ticket_reply_created_at']);
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$ticket_reply_created_at_time_ago = timeAgo($ticket_reply_created_at);
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}
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// Get Tasks
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// Get Tasks
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$row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT COUNT('task_id') AS count FROM tickets, tasks WHERE ticket_id = task_ticket_id AND ticket_project_id = $project_id"));
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$task_count = $row['count'];
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$sql_tasks = mysqli_query( $mysqli, "SELECT * FROM tasks WHERE task_ticket_id = $ticket_id ORDER BY task_created_at ASC");
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$task_count = mysqli_num_rows($sql_tasks);
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// Get Completed Task Count
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$sql_tasks_completed = mysqli_query($mysqli,
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"SELECT * FROM tasks
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WHERE task_ticket_id = $ticket_id
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AND task_completed_at IS NOT NULL"
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);
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$completed_task_count = mysqli_num_rows($sql_tasks_completed);
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// Tasks Completed Percent
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if($task_count) {
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$tasks_completed_percent = round(($completed_task_count / $task_count) * 100);
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}
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?>
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<tr class="<?php if(empty($ticket_closed_at) && empty($ticket_updated_at)) { echo "text-bold"; }?> <?php if (empty($ticket_closed_at) && $ticket_sla_alert_stage == 2) { echo "table-danger"; } elseif (empty($ticket_closed_at) && ($ticket_reply_type == "Client" || $ticket_sla_alert_stage == 1)) { echo "table-warning"; } ?>">
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<td class="checkbox-column">
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<!-- Ticket Bulk Select (for open tickets) -->
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<?php if (empty($ticket_closed_at)) { ?>
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<div class="form-check">
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<input class="form-check-input bulk-select" type="checkbox" name="ticket_ids[]" value="<?= $ticket_id ?>">
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</div>
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<?php } ?>
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</td>
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<!-- Ticket Number -->
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<td>
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<a href="ticket.php?ticket_id=<?= "$ticket_id$has_client" ?>">
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<span class="badge badge-pill badge-dark p-2"><?= "$ticket_prefix$ticket_number" ?></span>
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</a>
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</td>
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<!-- Ticket Subject -->
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<td>
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<a href="ticket.php?ticket_id=<?= "$ticket_id$has_client" ?>"><?= $ticket_subject ?></a>
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<?php if($task_count && $completed_task_count > 0) { ?>
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<div class="progress mt-1" style="height: 15px;">
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<div class="progress-bar" style="width: <?= $tasks_completed_percent ?>%;"><?= $completed_task_count.' / '.$task_count ?></div>
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</div>
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<?php } ?>
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<?php if($task_count && $completed_task_count == 0) { ?>
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<div class="mt-1" style="height: 15px; background-color:#e9ecef;">
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<p class="text-center" ><?= $completed_task_count.' / '.$task_count ?></p>
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</div>
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<?php } ?>
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</td>
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<!-- Ticket Contact -->
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<td>
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<?php if (!$client_url) { ?>
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<a href="tickets.php?client_id=<?= $client_id ?>"><strong><?= $client_name ?></strong></a>
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<?php } ?>
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<div><?= $contact_display ?></div>
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</td>
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<!-- Ticket Billable (if accounting enabled -->
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<?php if ($config_module_enable_accounting && lookupUserPermission("module_sales") >= 2) { ?>
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<td class="text-center">
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<?php if ($ticket_invoice_id) { ?>
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<a href="invoice.php?client_id=<?= $client_id ?>&invoice_id=<?= $ticket_invoice_id ?>"><span class='badge badge-pill badge-success p-2'>Invoiced</span></a>
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<?php } else if ($ticket_quote_id) { ?>
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<a href="quote.php?client_id=<?= $client_id ?>"e_id=<?= $ticket_quote_id ?>"><span class='badge badge-pill badge-primary p-2'>Quoted</span></a>
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<?php } else { ?>
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<a href="#"
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class="ajax-modal"
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data-modal-url="modals/ticket/ticket_billable.php?id=<?= $ticket_id ?>">
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<?php
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if ($ticket_billable == 1) {
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echo "<span class='badge badge-pill badge-success p-2'><i class='fas fa-fw fa-check'></i></span>";
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} else {
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echo "<span class='badge badge-pill badge-secondary p-2'><i class='fas fa-fw fa-minus'></i></span>";
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}
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?>
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</a>
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<?php } ?>
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</td>
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<?php } ?>
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<!-- Ticket Priority -->
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<td>
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<a href="#"
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<?php if (lookupUserPermission("module_support") >= 2 && empty($ticket_closed_at)) { ?>
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class="ajax-modal"
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data-modal-url = "modals/ticket/ticket_priority.php?id=<?= $ticket_id ?>"
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<?php } ?>
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>
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<span class='p-2 badge badge-pill badge-<?= $ticket_priority_color ?>'>
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<?= $ticket_priority ?>
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</span>
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</a>
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</td>
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<!-- Ticket Status -->
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<td>
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<span class='badge badge-pill text-light p-2' style="background-color: <?= $ticket_status_color ?>"><?= $ticket_status_name ?></span>
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<?php if (isset ($ticket_scheduled_for)) { echo "<div class='mt-1'> <small class='text-secondary'> $ticket_scheduled_for </small></div>"; } ?>
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</td>
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<!-- Ticket Assigned agent -->
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<td>
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<a href="#"
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<?php if (lookupUserPermission("module_support") >= 2 && empty($ticket_closed_at)) { ?>
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class="ajax-modal"
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data-modal-url="modals/ticket/ticket_assign.php?id=<?= $ticket_id ?>"
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<?php } ?>
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>
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<?= $ticket_assigned_to_display ?>
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</a>
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</td>
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<!-- Ticket Last Response -->
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<td>
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<div title="<?= $ticket_reply_created_at ?>">
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<?= $ticket_reply_created_at_time_ago ?>
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</div>
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<div class="text-secondary"><?= $ticket_reply_by_display ?></div>
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</td>
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<!-- Ticket Created At -->
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<td>
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<?= $ticket_created_at_time_ago ?>
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<br>
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<small class="text-secondary"><?= date("$config_date_format $config_time_format", strtotime($ticket_created_at)) ?></small>
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</td>
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</tr>
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<?php
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}
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?>
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</tbody>
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</table>
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</div>
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</form>
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<?php require_once "../includes/filter_footer.php"; ?>
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</div>
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</div>
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