mirror of
https://github.com/itflow-org/itflow
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507 lines
29 KiB
PHP
507 lines
29 KiB
PHP
<?php
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/*
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* Ticket list view
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*
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* Included by tickets.php, which owns the filters and sets the query parts
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* this page runs. Should not be accessed directly.
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*/
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isset($mysqli) || die("Direct file access is not allowed");
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/*
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* ORDER BY for the selected column. Priority and SLA aren't plain columns -
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* both sort on a rank built from the row. $sort is whitelisted in tickets.php
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* and $order is ASC|DESC from filter_header.php, so neither is raw input here.
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*/
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if ($sort == 'ticket_priority') {
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$ticket_order_by =
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"CASE ticket_priority
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WHEN 'Urgent' THEN 0
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WHEN 'High' THEN 1
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WHEN 'Medium' THEN 2
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WHEN 'Low' THEN 3
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ELSE 4
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END $order,
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ticket_number DESC";
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} elseif ($sort == 'ticket_sla') {
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/*
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* SLA sorts by urgency, in the same buckets the SLA column shows, so the
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* badges group together. ASC (the first click) puts the most urgent first:
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*
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* 0 Breached 1 At risk 2 Running (by due) 3 Paused
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* 4 Open, no clock running (response-only plan, already responded)
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* 5 Resolved / Closed
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*
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* A paused ticket ranks as Paused even if it had already breached - that
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* is the badge the column shows for it. Within a bucket, the clock that's
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* still running decides: response due until the first response, then
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* resolution due. Tickets without an SLA always sink to the bottom - DESC
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* flips the urgency order, not the "has an SLA at all" split.
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*/
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$ticket_sla_is_open = "ticket_resolved_at IS NULL AND ticket_closed_at IS NULL";
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$ticket_sla_due = "CASE WHEN ticket_first_response_at IS NULL THEN ticket_response_due_at ELSE ticket_resolution_due_at END";
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$ticket_order_by =
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"ticket_sla_id = 0 ASC,
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CASE
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WHEN NOT ($ticket_sla_is_open) THEN 5
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WHEN COALESCE(ticket_status_pauses_sla, 0) = 1 THEN 3
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WHEN GREATEST(ticket_response_sla_alert_stage, ticket_resolution_sla_alert_stage) = 2 THEN 0
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WHEN GREATEST(ticket_response_sla_alert_stage, ticket_resolution_sla_alert_stage) = 1 THEN 1
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WHEN ($ticket_sla_due) IS NULL THEN 4
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ELSE 2
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END $order,
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($ticket_sla_due) $order,
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ticket_number DESC";
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} else {
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$ticket_order_by = "$sort $order";
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}
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$query =
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"SELECT SQL_CALC_FOUND_ROWS $ticket_select_columns
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FROM tickets
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$ticket_joins
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$ticket_where
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ORDER BY $ticket_order_by
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LIMIT $record_from, $record_to";
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$sql = mysqli_query($mysqli, $query);
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$num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()"));
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/*
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* Collect the page before rendering so the per-row lookups can be done as two
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* grouped queries instead of three per ticket. A 100-row page used to fire
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* 300 extra queries to fill in the last reply and the task progress bar.
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*/
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$tickets = array();
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while ($row = mysqli_fetch_assoc($sql)) {
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$tickets[intval($row['ticket_id'])] = $row;
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}
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$ticket_replies = array();
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$ticket_tasks = array();
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if ($tickets) {
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$page_ticket_ids = implode(',', array_keys($tickets));
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// Latest non-archived reply per ticket, for the Last Response column
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$sql_ticket_replies = mysqli_query($mysqli,
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"SELECT ticket_reply_ticket_id, ticket_reply_type, ticket_reply_created_at, contact_name, user_name
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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 IN ($page_ticket_ids)
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AND ticket_reply_archived_at IS NULL
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AND ticket_reply_id IN (
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SELECT MAX(ticket_reply_id) FROM ticket_replies
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WHERE ticket_reply_ticket_id IN ($page_ticket_ids)
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AND ticket_reply_archived_at IS NULL
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GROUP BY ticket_reply_ticket_id
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)"
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);
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while ($row = mysqli_fetch_assoc($sql_ticket_replies)) {
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$ticket_replies[intval($row['ticket_reply_ticket_id'])] = $row;
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}
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// Task counts per ticket
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$sql_ticket_tasks = mysqli_query($mysqli,
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"SELECT task_ticket_id, COUNT(task_id) AS task_count,
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SUM(CASE WHEN task_completed_at IS NOT NULL THEN 1 ELSE 0 END) AS completed_count
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FROM tasks
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WHERE task_ticket_id IN ($page_ticket_ids)
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GROUP BY task_ticket_id"
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);
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while ($row = mysqli_fetch_assoc($sql_ticket_tasks)) {
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$ticket_tasks[intval($row['task_ticket_id'])] = $row;
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}
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}
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?>
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<div class="card">
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<?php if (!$tickets) { ?>
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<div class="text-center text-secondary py-5">
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<i class="fas fa-fw fa-life-ring fa-2x mb-3"></i>
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<p class="mb-1">No tickets match these filters.</p>
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<?php if ($active_filters) { ?>
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<a href="<?= escapeHtml('?' . http_build_query(array_filter(array('client_id' => $_GET['client_id'] ?? null, 'view' => 'list')))) ?>">Clear the filters</a>
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<?php } ?>
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</div>
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<?php } else { ?>
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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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<?php if (lookupUserPermission("module_support") >= 2) { ?>
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<!-- Bulk actions - sits with the rows it acts on, and only appears once something is ticked -->
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<div class="mb-2" id="bulkActionButton" hidden>
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<div class="dropdown d-inline-block">
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<button class="btn btn-secondary dropdown-toggle" type="button" data-bs-toggle="dropdown">
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<i class="fas fa-fw fa-layer-group me-2"></i><span id="selectedCount">0</span> selected
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</button>
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<div class="dropdown-menu">
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<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_bulk_assign.php" data-bulk="true">
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<i class="fas fa-fw fa-user-check me-2"></i>Assign Agent
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</a>
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<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_bulk_edit_priority.php" data-bulk="true">
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<i class="fas fa-fw fa-thermometer-half me-2"></i>Set Priority
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</a>
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<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_bulk_edit_category.php" data-bulk="true">
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<i class="fas fa-fw fa-layer-group me-2"></i>Set Category
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</a>
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<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_bulk_add_project.php" data-bulk="true">
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<i class="fas fa-fw fa-project-diagram me-2"></i>Set Project
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</a>
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<div class="dropdown-divider"></div>
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<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_bulk_reply.php" data-modal-size="lg" data-bulk="true">
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<i class="fas fa-fw fa-paper-plane me-2"></i>Update/Reply
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</a>
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<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_bulk_merge.php" data-bulk="true">
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<i class="fas fa-fw fa-clone me-2"></i>Merge
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</a>
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<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_bulk_resolve.php" data-modal-size="lg" data-bulk="true">
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<i class="fas fa-fw fa-check me-2"></i>Resolve
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</a>
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<?php if (lookupUserPermission("module_support") === 3) { ?>
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<div class="dropdown-divider"></div>
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<button class="dropdown-item text-danger text-bold confirm-link" type="submit" form="bulkActions" name="bulk_delete_tickets">
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<i class="fas fa-fw fa-trash me-2"></i>Delete
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</button>
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<?php } ?>
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</div>
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</div>
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</div>
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<?php } ?>
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<div class="table-responsive">
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<table class="table table-striped table-borderless table-hover mb-0">
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<thead class="text-dark text-nowrap <?php if (!$num_rows[0]) { echo "d-none"; } ?>">
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<tr>
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<td class="checkbox-column border-end">
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<div class="form-check">
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<input class="form-check-input" id="selectAllCheckbox" type="checkbox" title="Select all on this page">
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</div>
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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 $order_icon; } ?>
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</a>
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</th>
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<?php if ($show_billing_column) { ?>
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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=<?= $disp ?>">
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Billing <?php if ($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 $order_icon; } ?>
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</a>
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</th>
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<?php if ($sla_filter_in_use) { ?>
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<th>
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<a class="text-dark" href="?<?= $url_query_strings_sort ?>&sort=ticket_sla&order=<?= $disp ?>">
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SLA <?php if ($sort == 'ticket_sla') { 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=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 $order_icon; } ?>
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</a>
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</th>
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</tr>
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</thead>
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<tbody>
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<?php
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foreach ($tickets as $ticket_id => $row) {
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$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_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_closed_at = escapeHtml($row['ticket_closed_at']);
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$ticket_resolved_at = escapeHtml($row['ticket_resolved_at']);
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$ticket_is_open = empty($ticket_resolved_at) && empty($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($row['ticket_resolution_sla_alert_stage']));
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// Only an open ticket can be paused - Resolved and Closed pause the
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// clock too, but what those tickets have is a verdict, not a pause
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$ticket_sla_paused = $ticket_is_open && intval($row['ticket_status_pauses_sla']);
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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 ($ticket_sla_paused && $ticket_sla_alert_stage < 2) {
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$ticket_sla_alert_stage = 0;
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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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$has_client = $client_id ? "&client_id=$client_id" : "";
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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_display = formatAssignee($row['ticket_assigned_to'], $row['user_name'], $row['user_avatar'], $ticket_is_open);
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if (empty($contact_name)) {
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$contact_display = "<span class='text-muted'>-</span>";
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} else {
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$contact_display = contactLink($client_id, $contact_id, $row['contact_name'], $row['contact_photo'], ['page' => true]);
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}
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$ticket_invoice_id = intval($row['ticket_invoice_id']);
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$ticket_quote_id = intval($row['ticket_quote_id']);
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// Last reply, from the batched lookup above
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$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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$ticket_reply_type = "Client"; // Un-replied tickets are waiting on us
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if (isset($ticket_replies[$ticket_id])) {
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$reply = $ticket_replies[$ticket_id];
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$ticket_reply_type = escapeHtml($reply['ticket_reply_type']);
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if ($ticket_reply_type == "Client") {
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$ticket_reply_by_display = escapeHtml($reply['contact_name']);
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} else {
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$ticket_reply_by_display = escapeHtml($reply['user_name']);
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}
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$ticket_reply_created_at = escapeHtml($reply['ticket_reply_created_at']);
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$ticket_reply_created_at_time_ago = timeAgo($reply['ticket_reply_created_at']);
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}
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// Task progress, from the batched lookup above
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$task_count = isset($ticket_tasks[$ticket_id]) ? intval($ticket_tasks[$ticket_id]['task_count']) : 0;
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$completed_task_count = isset($ticket_tasks[$ticket_id]) ? intval($ticket_tasks[$ticket_id]['completed_count']) : 0;
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$tasks_completed_percent = $task_count ? round(($completed_task_count / $task_count) * 100) : 0;
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/*
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* Row highlighting, in priority order. The title explains why the
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* row is coloured - previously you just got a red row with no
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* indication of which of several rules had fired.
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*/
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$row_class = '';
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$row_title = '';
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if ($ticket_is_open && $ticket_sla_alert_stage == 2) {
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$row_class = 'table-danger';
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$row_title = 'SLA breached';
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} elseif ($ticket_is_open && $ticket_sla_alert_stage == 1) {
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$row_class = 'table-warning';
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$row_title = 'SLA at risk';
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} elseif ($ticket_is_open && $ticket_reply_type == "Client") {
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$row_class = 'table-warning';
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$row_title = 'Waiting on a reply from us';
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}
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if ($ticket_is_open && $ticket_reply_created_at_time_ago == "Never") {
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$row_class .= ' fw-bold';
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$row_title = $row_title ? $row_title . ', not yet replied to' : 'Not yet replied to';
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}
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?>
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<tr class="<?= trim($row_class) ?>" <?php if ($row_title) { ?>title="<?= $row_title ?>"<?php } ?>>
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<td class="checkbox-column bg-light border-end">
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<!-- Ticket Bulk Select (for open tickets) -->
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<?php if (empty($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$has_client" ?>">
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<span class="badge rounded-pill bg-dark p-2"><?= "$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) { ?>
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<div class="d-flex align-items-center mt-1">
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<div class="progress me-2" style="flex: 0 0 48px; height: 5px;" role="progressbar" aria-valuenow="<?= $tasks_completed_percent ?>" aria-valuemin="0" aria-valuemax="100">
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<div class="progress-bar <?= $completed_task_count == $task_count ? 'bg-success' : 'bg-secondary' ?>" style="width: <?= $tasks_completed_percent ?>%;"></div>
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</div>
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<small class="text-muted"><?= "$completed_task_count / $task_count tasks" ?></small>
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</div>
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<?php } ?>
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</td>
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<!-- Ticket Client / Contact -->
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<td>
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<?php if (!$client_url) { ?>
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<?php if ($client_id) { ?>
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<div><a href="tickets.php?client_id=<?= $client_id ?>"><strong><?= $client_name ?></strong></a></div>
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<?php } else { ?>
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<!-- Tickets with no client rendered an empty bold link to client_id=0 -->
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<div class="text-muted">No client</div>
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<?php } ?>
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<?php } ?>
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<div><?= $contact_display ?></div>
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</td>
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<!-- Ticket Billing (if accounting enabled) -->
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<?php if ($show_billing_column) { ?>
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<td class="text-center">
|
|
<?php if ($ticket_invoice_id) { ?>
|
|
<a href="invoice.php?client_id=<?= $client_id ?>&invoice_id=<?= $ticket_invoice_id ?>"><span class="badge rounded-pill bg-success p-2">Invoiced</span></a>
|
|
<?php } elseif ($ticket_quote_id) { ?>
|
|
<a href="quote.php?client_id=<?= $client_id ?>"e_id=<?= $ticket_quote_id ?>"><span class="badge rounded-pill bg-primary p-2">Quoted</span></a>
|
|
<?php } else { ?>
|
|
<?= quickPick('billable', $ticket_id, $ticket_billable ? '1' : '0', ticketBillableHtml($ticket_billable, 'list')) ?>
|
|
<?php } ?>
|
|
</td>
|
|
<?php } ?>
|
|
|
|
<!-- Ticket Priority -->
|
|
<td>
|
|
<?php if (lookupUserPermission("module_support") >= 2 && empty($ticket_closed_at)) { ?>
|
|
<?= quickPick('priority', $ticket_id, $ticket_priority, ticketPriorityHtml($ticket_priority, 'list')) ?>
|
|
<?php } else { ?>
|
|
<?= ticketPriorityHtml($ticket_priority, 'list') ?>
|
|
<?php } ?>
|
|
</td>
|
|
|
|
<!-- Ticket Status -->
|
|
<td>
|
|
<span data-ticket-status-for="<?= $ticket_id ?>" data-status-id="<?= intval($row['ticket_status']) ?>">
|
|
<?php if (lookupUserPermission("module_support") >= 2 && $ticket_is_open) { ?>
|
|
<?= quickPick('status', $ticket_id, (string) intval($row['ticket_status']), ticketStatusHtml($row['ticket_status_name'], $row['ticket_status_color'], 'list')) ?>
|
|
<?php } else { ?>
|
|
<?= ticketStatusHtml($row['ticket_status_name'], $row['ticket_status_color'], 'list') ?>
|
|
<?php } ?>
|
|
</span>
|
|
<?php if (!empty($ticket_scheduled_for)) { ?>
|
|
<div class="mt-1"><small class="text-secondary"><i class="fas fa-fw fa-calendar-check me-1"></i><?= $ticket_scheduled_for ?></small></div>
|
|
<?php } ?>
|
|
</td>
|
|
|
|
<!-- Ticket SLA state (only when SLAs are in use) -->
|
|
<?php if ($sla_filter_in_use) { ?>
|
|
<td class="text-nowrap">
|
|
<?php
|
|
if (!intval($row['ticket_sla_id'])) {
|
|
echo "<span class='text-muted'>-</span>";
|
|
} elseif ($ticket_sla_paused) {
|
|
echo "<span class='badge rounded-pill bg-secondary p-2' title='The resolution clock is paused in this status'><i class='fas fa-fw fa-pause'></i> Paused</span>";
|
|
} elseif ($ticket_sla_alert_stage == 2) {
|
|
echo "<span class='badge rounded-pill bg-danger p-2'><i class='fas fa-fw fa-stopwatch'></i> Breached</span>";
|
|
} elseif ($ticket_sla_alert_stage == 1) {
|
|
echo "<span class='badge rounded-pill bg-warning p-2'><i class='fas fa-fw fa-stopwatch'></i> At risk</span>";
|
|
} elseif (!$ticket_is_open) {
|
|
$sla_met = intval($row['ticket_response_sla_met'] ?? 0) && (is_null($row['ticket_resolution_due_at']) || intval($row['ticket_resolution_sla_met'] ?? 0));
|
|
echo $sla_met ? "<span class='badge rounded-pill bg-success p-2'>Met</span>" : "<span class='text-muted'>-</span>";
|
|
} else {
|
|
// Whichever clock is still running is the one worth showing
|
|
$sla_due_at = empty($row['ticket_first_response_at']) ? $row['ticket_response_due_at'] : $row['ticket_resolution_due_at'];
|
|
$sla_due_label = empty($row['ticket_first_response_at']) ? 'First response due' : 'Resolution due';
|
|
if (!empty($sla_due_at)) {
|
|
echo "<small class='text-secondary' title='" . escapeHtml($sla_due_label) . " " . escapeHtml($sla_due_at) . "'>" . timeAgo($sla_due_at) . "</small>";
|
|
} else {
|
|
echo "<span class='text-muted'>-</span>";
|
|
}
|
|
}
|
|
?>
|
|
</td>
|
|
<?php } ?>
|
|
|
|
<!-- Ticket Assigned agent -->
|
|
<td>
|
|
<?php if (lookupUserPermission("module_support") >= 2 && empty($ticket_closed_at)) { ?>
|
|
<?= quickPick('assignee', $ticket_id, (string) intval($row['ticket_assigned_to']), $ticket_assigned_to_display) ?>
|
|
<?php } else { ?>
|
|
<?= $ticket_assigned_to_display ?>
|
|
<?php } ?>
|
|
</td>
|
|
|
|
<!-- Ticket Last Response -->
|
|
<td>
|
|
<div title="<?= $ticket_reply_created_at ?>"><?= $ticket_reply_created_at_time_ago ?></div>
|
|
<?php if ($ticket_reply_by_display) { ?>
|
|
<small class="text-secondary"><?= $ticket_reply_by_display ?><?php if ($ticket_reply_type == "Client") { echo " <i class='fas fa-fw fa-reply text-warning' title='Client replied last'></i>"; } ?></small>
|
|
<?php } ?>
|
|
</td>
|
|
|
|
<!-- Ticket Created At -->
|
|
<td>
|
|
<?= $ticket_created_at_time_ago ?>
|
|
<br>
|
|
<small class="text-secondary"><?= date("$config_date_format $config_time_format", strtotime($ticket_created_at)) ?></small>
|
|
</td>
|
|
|
|
</tr>
|
|
|
|
<?php
|
|
}
|
|
|
|
?>
|
|
|
|
</tbody>
|
|
</table>
|
|
</div>
|
|
</form>
|
|
<?php require_once "../includes/filter_footer.php"; ?>
|
|
|
|
<?php } ?>
|
|
|
|
</div>
|