mirror of
https://github.com/itflow-org/itflow
synced 2026-11-11 15:07:24 +00:00
1924 lines
127 KiB
PHP
1924 lines
127 KiB
PHP
<?php
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// If client_id is in URI then show client Side Bar and client header
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if (isset($_GET['client_id'])) {
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require_once "includes/inc_all_client.php";
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$client_url = "client_id=$client_id&";
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} else {
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require_once "includes/inc_all.php";
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$client_url = '';
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}
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// Tickets with no client stay visible to restricted agents - clientScopeSql() includes 0
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$access_permission_query_overide = clientScopeSql('ticket_client_id');
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// Perms
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enforceUserPermission('module_support');
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// Initialize the HTML Purifier to prevent XSS
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require_once "../libs/htmlpurifier/HTMLPurifier.standalone.php";
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$purifier_config = HTMLPurifier_Config::createDefault();
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$purifier_config->set('Cache.DefinitionImpl', null); // Disable cache by setting a non-existent directory or an invalid one
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$purifier_config->set('URI.AllowedSchemes', ['data' => true, 'src' => true, 'http' => true, 'https' => true]);
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$purifier = new HTMLPurifier($purifier_config);
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if (isset($_GET['ticket_id'])) {
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$ticket_id = intval($_GET['ticket_id']);
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$sql = mysqli_query(
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$mysqli,
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"SELECT * FROM tickets
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LEFT JOIN clients ON ticket_client_id = client_id
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LEFT JOIN contacts ON ticket_contact_id = contact_id
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LEFT JOIN users ON ticket_assigned_to = user_id
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LEFT JOIN locations ON ticket_location_id = location_id
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LEFT JOIN assets ON ticket_asset_id = asset_id
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LEFT JOIN asset_interfaces ON interface_asset_id = asset_id AND interface_primary = 1
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LEFT JOIN vendors ON ticket_vendor_id = vendor_id
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LEFT JOIN projects ON ticket_project_id = project_id
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LEFT JOIN quotes ON ticket_quote_id = quote_id
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LEFT JOIN invoices ON ticket_invoice_id = invoice_id
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LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
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LEFT JOIN categories ON ticket_category = category_id
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WHERE ticket_id = $ticket_id
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$access_permission_query_overide
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LIMIT 1"
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);
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if (mysqli_num_rows($sql) == 0) {
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echo "<center><h1 class='text-secondary mt-5'>Nothing to see here</h1><a class='btn btn-lg btn-secondary mt-3' href='tickets.php'><i class='fa fa-fw fa-arrow-left'></i> Go Back</a></center>";
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require_once "../includes/footer.php";
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} else {
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$ticket = mysqli_fetch_assoc($sql);
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$client_id = intval($ticket['client_id']);
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$client_name = escapeHtml($ticket['client_name']);
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$client_net_terms = intval($ticket['client_net_terms']);
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if ($client_net_terms == 0) {
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$client_net_terms = $config_default_net_terms;
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}
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$ticket_prefix = escapeHtml($ticket['ticket_prefix']);
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$ticket_number = intval($ticket['ticket_number']);
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$ticket_reference = "$ticket_prefix$ticket_number";
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$ticket_source = escapeHtml($ticket['ticket_source']);
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$ticket_category = intval($ticket['ticket_category']);
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$ticket_category_display = escapeHtml($ticket['category_name']);
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$ticket_subject = escapeHtml($ticket['ticket_subject']);
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$ticket_details = $purifier->purify($ticket['ticket_details']);
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$ticket_priority = escapeHtml($ticket['ticket_priority']);
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$ticket_billable = intval($ticket['ticket_billable']);
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$ticket_scheduled_for = escapeHtml($ticket['ticket_schedule']);
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$ticket_onsite = intval($ticket['ticket_onsite']);
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if ($ticket_scheduled_for) {
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$ticket_scheduled_wording = date('M d, Y • g:i A', strtotime($ticket_scheduled_for));
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} else {
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$ticket_scheduled_wording = "Not scheduled";
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}
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// Set Ticket Badge Color based of priority
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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_feedback = escapeHtml($ticket['ticket_feedback']);
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$ticket_status = intval($ticket['ticket_status_id']);
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$ticket_status_id = intval($ticket['ticket_status_id']);
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$ticket_status_name = escapeHtml($ticket['ticket_status_name']);
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$ticket_status_color = escapeHtml($ticket['ticket_status_color']);
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$ticket_vendor_ticket_number = escapeHtml($ticket['ticket_vendor_ticket_number']);
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$ticket_created_at = escapeHtml($ticket['ticket_created_at']);
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$ticket_created_at_ago = timeAgo($ticket['ticket_created_at']);
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$ticket_created_by = intval($ticket['ticket_created_by']);
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$ticket_date = date('Y-m-d', strtotime($ticket_created_at));
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$ticket_updated_at = escapeHtml($ticket['ticket_updated_at']);
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$ticket_updated_at_ago = timeAgo($ticket['ticket_updated_at']);
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$ticket_first_response_at = escapeHtml($ticket['ticket_first_response_at']);
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$ticket_sla_id = intval($ticket['ticket_sla_id']);
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$ticket_response_due_at = escapeHtml($ticket['ticket_response_due_at']);
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$ticket_resolution_due_at = escapeHtml($ticket['ticket_resolution_due_at']);
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$ticket_response_sla_met = $ticket['ticket_response_sla_met'];
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$ticket_resolution_sla_met = $ticket['ticket_resolution_sla_met'];
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$ticket_sla_paused = intval($ticket['ticket_status_pauses_sla']);
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$ticket_sla_name = "None";
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if ($ticket_sla_id) {
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$sla_name_sql = mysqli_query($mysqli, "SELECT sla_name FROM slas WHERE sla_id = $ticket_sla_id");
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if (mysqli_num_rows($sla_name_sql)) {
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$ticket_sla_name = escapeHtml(mysqli_fetch_assoc($sla_name_sql)['sla_name']);
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}
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}
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$ticket_resolved_at = escapeHtml($ticket['ticket_resolved_at']);
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$ticket_resolved_at_ago = timeAgo($ticket['ticket_resolved_at']);
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$ticket_closed_at = escapeHtml($ticket['ticket_closed_at']);
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$ticket_closed_at_ago = timeAgo($ticket['ticket_closed_at']);
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$ticket_closed_by = intval($ticket['ticket_closed_by']);
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// The three states the page keys its controls off
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$ticket_is_closed = !empty($ticket_closed_at);
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$ticket_is_resolved = !empty($ticket_resolved_at);
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$ticket_is_open = !$ticket_is_resolved && !$ticket_is_closed;
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$can_edit_ticket = lookupUserPermission("module_support") >= 2;
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$ticket_assigned_to_display = formatAssignee($ticket['ticket_assigned_to'], $ticket['user_name'], $ticket['user_avatar'], $ticket_is_open);
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// Tab Title // No Sanitizing needed
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$page_title = $ticket['ticket_subject'];
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$tab_title = "{$ticket['ticket_prefix']}{$ticket['ticket_number']}";
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$contact_id = intval($ticket['contact_id']);
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$contact_client_id = intval($ticket['contact_client_id']);
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$contact_name = escapeHtml($ticket['contact_name']);
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$contact_photo = escapeHtml($ticket['contact_photo']);
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$contact_title = escapeHtml($ticket['contact_title']);
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$contact_email = escapeHtml($ticket['contact_email']);
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$contact_phone_country_code = escapeHtml($ticket['contact_phone_country_code']);
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$contact_phone = escapeHtml(formatPhoneNumber($ticket['contact_phone'], $contact_phone_country_code));
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$contact_extension = escapeHtml($ticket['contact_extension']);
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$contact_mobile_country_code = escapeHtml($ticket['contact_mobile_country_code']);
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$contact_mobile = escapeHtml(formatPhoneNumber($ticket['contact_mobile'], $contact_mobile_country_code));
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$asset_id = intval($ticket['asset_id']);
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$asset_name = escapeHtml($ticket['asset_name']);
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$asset_type = escapeHtml($ticket['asset_type']);
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$asset_icon = getAssetIcon($asset_type);
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$vendor_id = intval($ticket['ticket_vendor_id']);
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$vendor_name = escapeHtml($ticket['vendor_name']);
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$vendor_contact_name = escapeHtml($ticket['vendor_contact_name']);
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$vendor_phone_country_code = escapeHtml($ticket['vendor_phone_country_code']);
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$vendor_phone = escapeHtml(formatPhoneNumber($ticket['vendor_phone'], $vendor_phone_country_code));
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$vendor_email = escapeHtml($ticket['vendor_email']);
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$vendor_website = escapeHtml($ticket['vendor_website']);
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$location_id = intval($ticket['location_id']);
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$location_name = escapeHtml($ticket['location_name']);
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$location_phone = formatPhoneNumber($ticket['location_phone']);
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$quote_id = intval($ticket['ticket_quote_id']);
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$quote_prefix = escapeHtml($ticket['quote_prefix']);
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$quote_number = intval($ticket['quote_number']);
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// The quote row may have been deleted out from under the ticket
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$quote_reference = $quote_number ? "$quote_prefix$quote_number" : "#$quote_id";
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$invoice_id = intval($ticket['ticket_invoice_id']);
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$invoice_prefix = escapeHtml($ticket['invoice_prefix']);
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$invoice_number = intval($ticket['invoice_number']);
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// Same for the invoice - fall back to the id rather than rendering a bare 0
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$invoice_reference = $invoice_number ? "$invoice_prefix$invoice_number" : "#$invoice_id";
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$project_id = intval($ticket['project_id']);
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$project_name = escapeHtml($ticket['project_name']);
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$project_manager = intval($ticket['project_manager']);
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$project_manager_name = '';
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if ($project_manager) {
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$project_manager_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $project_manager"));
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$project_manager_name = escapeHtml($project_manager_row['user_name']);
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}
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// How far along the project it is part of is - and where its page is
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$project_stats = $project_id ? projectStats([$project_id])[$project_id] : null;
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$project_url = $project_id ? escapeHtml(projectUrl($project_id, $ticket['project_client_id'])) : '';
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$ticket_created_by_display = '';
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if ($ticket_created_by) {
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$created_by_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $ticket_created_by"));
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$ticket_created_by_display = escapeHtml($created_by_row['user_name']);
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}
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$ticket_closed_by_display = '';
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if ($ticket_is_closed) {
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$ticket_closed_by_display = 'User';
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if (!empty($ticket_closed_by)) {
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$closed_by_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $ticket_closed_by"));
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$ticket_closed_by_display = escapeHtml($closed_by_row['user_name']);
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}
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}
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/*
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* How much else this contact has open. The old queries compared the
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* integer ticket_status column against the string 'Closed', which MySQL
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* casts to 0 - so "open" matched every ticket and "closed" matched none.
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* Resolution state lives in ticket_resolved_at, same as the ticket list.
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*/
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// The other open tickets for the same person or device - a duplicate, or a
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// problem with something bigger behind it, shows up while working this one
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$also_open = empty($ticket['ticket_resolved_at']) && empty($ticket['ticket_closed_at'])
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? ticketAlsoOpen($contact_id, intval($ticket['ticket_asset_id']), $ticket_id, 6) : [];
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// Reply counts, one pass - these drive the conversation filter
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$reply_counts = array('total' => 0, 'public' => 0, 'internal' => 0);
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$sql_reply_counts = mysqli_query(
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$mysqli,
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"SELECT ticket_reply_type, COUNT(ticket_reply_id) AS reply_count
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FROM ticket_replies
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WHERE ticket_reply_archived_at IS NULL AND ticket_reply_ticket_id = $ticket_id
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GROUP BY ticket_reply_type"
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);
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while ($reply_count_row = mysqli_fetch_assoc($sql_reply_counts)) {
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$reply_count = intval($reply_count_row['reply_count']);
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$reply_counts['total'] += $reply_count;
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if ($reply_count_row['ticket_reply_type'] == 'Internal') {
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$reply_counts['internal'] += $reply_count;
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} else {
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$reply_counts['public'] += $reply_count;
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}
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}
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// Get Total Ticket Time
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$ticket_total_reply_time = escapeHtml(mysqli_fetch_assoc(mysqli_query(
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$mysqli,
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"SELECT SEC_TO_TIME(SUM(TIME_TO_SEC(ticket_reply_time_worked))) AS ticket_total_reply_time
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FROM ticket_replies WHERE ticket_reply_archived_at IS NULL AND ticket_reply_ticket_id = $ticket_id"
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))['ticket_total_reply_time']);
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/*
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* Agents who have worked this ticket. The old query joined every reply's
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* ticket_reply_by against users, but a Client reply stores a CONTACT id
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* there - so any contact whose id collided with a user id showed up as a
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* collaborator. That is the bug the old commented-out block ran into.
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*/
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$ticket_collaborators = escapeHtml(mysqli_fetch_assoc(mysqli_query(
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$mysqli,
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"SELECT GROUP_CONCAT(DISTINCT user_name ORDER BY user_name SEPARATOR ', ') AS user_names
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FROM ticket_replies
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INNER JOIN users ON ticket_reply_by = user_id
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WHERE ticket_reply_archived_at IS NULL
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AND ticket_reply_ticket_id = $ticket_id
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AND ticket_reply_type != 'Client'"
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))['user_names']);
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// Get ticket replies
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$sql_ticket_replies = mysqli_query($mysqli, "SELECT contact_name, contact_photo, ticket_reply, ticket_reply_by, ticket_reply_created_at, ticket_reply_id,
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ticket_reply_time_worked, ticket_reply_type, ticket_reply_updated_at, user_avatar, user_id,
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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 = $ticket_id
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AND ticket_reply_archived_at IS NULL
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ORDER BY ticket_reply_id DESC"
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);
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/*
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* Every attachment on the ticket in one query, split by reply. The page
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* used to fire one attachment query per reply as it rendered.
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*/
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$ticket_attachments = array(); // attachments on the ticket itself
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$reply_attachments = array(); // attachments keyed by reply id
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$sql_all_attachments = mysqli_query(
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$mysqli,
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"SELECT ticket_attachment_id, ticket_attachment_name, ticket_attachment_reply_id
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FROM ticket_attachments WHERE ticket_attachment_ticket_id = $ticket_id"
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);
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while ($attachment_row = mysqli_fetch_assoc($sql_all_attachments)) {
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$attachment_reply_id = intval($attachment_row['ticket_attachment_reply_id']);
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if ($attachment_reply_id) {
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$reply_attachments[$attachment_reply_id][] = $attachment_row;
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} else {
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$ticket_attachments[] = $attachment_row;
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}
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}
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// Get Watchers
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$sql_ticket_watchers = mysqli_query($mysqli, "SELECT watcher_email, watcher_id FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id ORDER BY watcher_email DESC");
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$watcher_count = mysqli_num_rows($sql_ticket_watchers);
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// Get Additional Assets
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$sql_additional_assets = mysqli_query($mysqli, "SELECT assets.asset_id, asset_name, asset_type FROM assets, ticket_assets
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WHERE assets.asset_id = ticket_assets.asset_id
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AND ticket_id = $ticket_id
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AND assets.asset_id != $asset_id"
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);
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// Get Tasks
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$sql_tasks = mysqli_query($mysqli, "SELECT task_completed_at, task_completion_estimate, task_id, task_name FROM tasks WHERE task_ticket_id = $ticket_id ORDER BY task_order ASC, task_id ASC");
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$task_count = mysqli_num_rows($sql_tasks);
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$completed_task_count = intval(mysqli_fetch_row(mysqli_query(
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$mysqli,
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"SELECT COUNT(task_id) FROM tasks WHERE task_ticket_id = $ticket_id AND task_completed_at IS NOT NULL"
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))[0]);
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// Tasks Completed Percent
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$tasks_completed_percent = 0;
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if ($task_count) {
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$tasks_completed_percent = round(($completed_task_count / $task_count) * 100);
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}
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// Tasks still open block resolving the ticket - the page says so rather than just hiding the button
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$tasks_block_resolve = $task_count !== $completed_task_count;
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/*
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* All approvals for this ticket's tasks in one query. The task loop used
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* to run two approval queries per row.
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*/
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$task_approvals = array();
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if ($task_count) {
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$sql_task_approvals = mysqli_query(
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$mysqli,
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"SELECT approval_id, approval_task_id, approval_scope, approval_type,
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approval_required_user_id, approval_created_by, approval_status
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FROM task_approvals
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INNER JOIN tasks ON approval_task_id = task_id
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WHERE task_ticket_id = $ticket_id
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AND approval_status IN ('pending','declined')"
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);
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while ($approval_row = mysqli_fetch_assoc($sql_task_approvals)) {
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$task_approvals[intval($approval_row['approval_task_id'])][] = $approval_row;
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}
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}
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/*
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* Ticket history. agent/post/ticket.php has been writing priority, SLA,
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* contact, watcher and asset changes here all along - the page fetched
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* the rows and then never rendered them.
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*/
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$sql_ticket_history = mysqli_query($mysqli, "SELECT ticket_history_description, ticket_history_created_at
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FROM ticket_history
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WHERE ticket_history_ticket_id = $ticket_id
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ORDER BY ticket_history_id DESC"
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);
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$ticket_history_count = mysqli_num_rows($sql_ticket_history);
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/*
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* The single most useful thing on the page: which clock is running and
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* how long is left. Everything else about the SLA is detail.
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*/
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$sla_state = ''; // breached | at_risk | paused | met | running
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$sla_label = '';
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$sla_class = '';
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$sla_icon = 'fa-stopwatch';
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/*
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* Only surface the SLA field when SLAs are actually in play - either this
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* ticket has one, or plans exist to assign. Mirrors $sla_filter_in_use on
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* agent/tickets.php so an install that does not use SLAs never sees them.
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* The count is only queried when the ticket has no SLA of its own.
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*/
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$sla_in_use = $ticket_sla_id > 0;
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if (!$sla_in_use && $can_edit_ticket) {
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$sla_in_use = mysqli_fetch_row(mysqli_query($mysqli, "SELECT COUNT(sla_id) FROM slas WHERE sla_archived_at IS NULL"))[0] > 0;
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}
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if ($ticket_sla_id) {
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$sla_next_due = empty($ticket_first_response_at) ? $ticket_response_due_at : $ticket_resolution_due_at;
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$sla_next_label = empty($ticket_first_response_at) ? 'First response due' : 'Resolution due';
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$ticket_sla_alert_stage = max(intval($ticket['ticket_response_sla_alert_stage']), intval($ticket['ticket_resolution_sla_alert_stage']));
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$sla_breached = (!is_null($ticket_response_sla_met) && !$ticket_response_sla_met)
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|| (!is_null($ticket_resolution_sla_met) && !$ticket_resolution_sla_met)
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|| $ticket_sla_alert_stage == 2;
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if ($sla_breached) {
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$sla_state = 'breached';
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$sla_label = 'SLA breached';
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$sla_class = 'text-bg-danger';
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$sla_icon = 'fa-exclamation-triangle';
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} elseif (!$ticket_is_open) {
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$sla_state = 'met';
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$sla_label = 'SLA met';
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$sla_class = 'text-bg-success';
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$sla_icon = 'fa-check';
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} elseif ($ticket_sla_paused) {
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$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.";
|
|
}
|
|
|
|
// Only offer the summary when an AI model is actually set up for it
|
|
$ai_summary_available = (bool) getAiModel('Tickets');
|
|
|
|
// 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;
|
|
$show_invoice_button = $can_edit_ticket && $config_module_enable_accounting && $ticket_billable == 1 && empty($invoice_id) && 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">·</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=<?= $ticket_id ?>" data-modal-size="lg">
|
|
<i class="fas fa-fw fa-magic me-2"></i>Summarize with AI
|
|
</a>
|
|
<?php } ?>
|
|
<?php if ($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">
|
|
|
|
<!-- 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> <<?= $contact_email ?>><?php if ($watcher_count) { ?> and <?= $watcher_count ?> watcher<?= $watcher_count == 1 ? '' : 's' ?><?php } ?>, and shows in the portal.
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
|
|
<?php
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/*
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* Canned responses offered on this ticket: the ones for its
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* category, plus the ones offered on every ticket. Names only -
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* the body is fetched, filled in for this ticket, when one is
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* picked, so a shelf of long responses does not ride along with
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* every ticket (functions/canned_response.php).
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*/
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$canned_offered = cannedResponsesForTicket(intval($ticket_category));
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$canned_responses_for_category = $canned_offered['category'];
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$canned_responses_general = $canned_offered['general'];
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if ($canned_responses_for_category || $canned_responses_general) { ?>
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<div class="mb-3">
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<select class="form-select" id="canned_response_picker" data-ticket-id="<?= intval($ticket_id) ?>" aria-label="Insert a canned response">
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<option value="">- Insert a canned response -</option>
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<?php if ($canned_responses_for_category) { ?>
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<optgroup label="<?= $ticket_category_display ?>">
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<?php foreach ($canned_responses_for_category as $canned_row) { ?>
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<option value="<?= intval($canned_row['canned_response_id']) ?>"><?= escapeHtml($canned_row['canned_response_name']) ?></option>
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<?php } ?>
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</optgroup>
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<?php } ?>
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<?php if ($canned_responses_general) { ?>
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<optgroup label="Every ticket">
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<?php foreach ($canned_responses_general as $canned_row) { ?>
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<option value="<?= intval($canned_row['canned_response_id']) ?>"><?= escapeHtml($canned_row['canned_response_name']) ?></option>
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<?php } ?>
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</optgroup>
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<?php } ?>
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</select>
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</div>
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<?php } ?>
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<div class="mb-3">
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<textarea class="form-control tinymceTicket" id="ticket_reply" name="ticket_reply" placeholder="Type a response"></textarea>
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</div>
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<div class="mb-3">
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<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>
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<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">
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</div>
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<div class="row g-2 align-items-end">
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<div class="col-md-4">
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<label class="form-label small text-secondary mb-1" for="ticket_reply_status">Status after this</label>
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<select class="form-select select2" name="status" id="ticket_reply_status" required>
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<!-- Resolved stays on offer here (reply and resolve in one go) unless open tasks block it -->
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<?php foreach ($ticket_status_options as $status_option) {
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$ticket_status_id_select = intval($status_option['ticket_status_id']);
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if ($ticket_status_id_select == 4 && $tasks_block_resolve) {
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continue;
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}
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?>
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<option value="<?= $ticket_status_id_select ?>" <?php if ($ticket_status == $ticket_status_id_select) { echo 'selected'; } ?>><?= escapeHtml($status_option['ticket_status_name']) ?></option>
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<?php } ?>
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</select>
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</div>
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<!-- Time Tracking -->
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<div class="col-md-5">
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<label class="form-label small text-secondary mb-1" for="hours">Time worked</label>
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<div class="input-group">
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<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]">
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<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]">
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<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]">
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<button type="button" class="btn btn-light border" id="startStopTimer" title="Start / pause the timer"><i class="fas fa-play"></i></button>
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<button type="button" class="btn btn-light border" id="resetTimer" title="Reset the timer"><i class="fas fa-redo-alt"></i></button>
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</div>
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</div>
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<div class="col-md-3">
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<div class="d-flex gap-2">
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<button type="submit" id="ticket_add_reply" name="add_ticket_reply" class="btn btn-success flex-grow-1">
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<i class="fas fa-fw fa-paper-plane me-2"></i><span id="replySubmitLabel">Send</span>
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</button>
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<button type="button" id="cancelReply" class="btn btn-light border" title="Close without replying">
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<i class="fas fa-fw fa-times"></i>
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</button>
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</div>
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</div>
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</div>
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</div>
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</div>
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</div>
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</div>
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</form>
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<?php } ?>
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<!-- Conversation -->
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<?php if ($reply_counts['total']) { ?>
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<div class="d-flex flex-wrap align-items-center gap-2 mb-2 d-print-none">
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<h6 class="mb-0 me-auto"><i class="fas fa-fw fa-comments me-2"></i>Conversation <span class="text-muted fw-normal small">· newest first</span></h6>
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<div class="btn-group btn-group-sm" id="replyFilter" role="group" aria-label="Show replies">
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<button type="button" class="btn btn-dark active" data-reply-filter="all">All <?= $reply_counts['total'] ?></button>
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<button type="button" class="btn btn-outline-dark" data-reply-filter="public">Public <?= $reply_counts['public'] ?></button>
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<button type="button" class="btn btn-outline-dark" data-reply-filter="internal">Internal <?= $reply_counts['internal'] ?></button>
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</div>
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</div>
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<?php } else { ?>
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<div class="text-center text-muted small py-4 d-print-none">No replies yet.</div>
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<?php } ?>
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<?php
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while ($reply_row = mysqli_fetch_assoc($sql_ticket_replies)) {
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$ticket_reply_id = intval($reply_row['ticket_reply_id']);
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$ticket_reply = $purifier->purify($reply_row['ticket_reply']);
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$ticket_reply_type = escapeHtml($reply_row['ticket_reply_type']);
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$ticket_reply_created_at = escapeHtml($reply_row['ticket_reply_created_at']);
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$ticket_reply_created_at_ago = timeAgo($reply_row['ticket_reply_created_at']);
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$ticket_reply_updated_at = escapeHtml($reply_row['ticket_reply_updated_at']);
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$ticket_reply_time_worked = '';
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// A client's reply wears their contact avatar - their own colour,
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// the same as everywhere else they appear
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$reply_contact_avatar = '';
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if ($ticket_reply_type == "Client") {
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$ticket_reply_by_display = escapeHtml($reply_row['contact_name']);
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$reply_contact_avatar = contactAvatar($client_id, $reply_row['ticket_reply_by'], $reply_row['contact_name'], $reply_row['contact_photo'], 'md');
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} else {
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$ticket_reply_by_display = escapeHtml($reply_row['user_name']);
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$user_id = intval($reply_row['user_id']);
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$user_avatar = escapeHtml($reply_row['user_avatar']);
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$user_initials = initials($reply_row['user_name']);
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$avatar_link = "../uploads/users/$user_id/$user_avatar";
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$ticket_reply_time_worked = $reply_row['ticket_reply_time_worked'];
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}
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// Internal notes are the one thing that must never be mistaken for
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// something the client saw, so they get a label, not just a colour
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if ($ticket_reply_type == 'Internal') {
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$reply_border = 'dark';
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$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>";
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$reply_group = 'internal';
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} elseif ($ticket_reply_type == 'Client') {
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$reply_border = 'warning';
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$reply_badge = "<span class='badge text-bg-warning'><i class='fas fa-fw fa-reply me-1'></i>From client</span>";
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$reply_group = 'public';
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} else {
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$reply_border = 'info';
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$reply_badge = "<span class='badge text-bg-info' title='The client can see this'><i class='fas fa-fw fa-eye me-1'></i>Public</span>";
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$reply_group = 'public';
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}
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?>
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<!-- Begin ticket reply card -->
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<div class="card ticket-reply border-start border-<?= $reply_border ?> mb-3" data-reply-group="<?= $reply_group ?>">
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<div class="card-header px-3 py-2">
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<div class="d-flex justify-content-between align-items-start w-100">
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<div class="d-flex align-items-center">
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<?php if ($reply_contact_avatar) { ?>
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<span class="me-2 d-inline-flex"><?= $reply_contact_avatar ?></span>
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<?php } elseif (!empty($user_avatar)) { ?>
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<img src="<?= $avatar_link ?>" alt="" class="img-size-32 me-2 rounded-circle">
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<?php } else { ?>
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<span class="fa-stack me-2">
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<i class="fa fa-circle fa-stack-2x text-secondary"></i>
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<span class="fa fa-stack-1x text-white"><?= $user_initials ?></span>
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</span>
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<?php } ?>
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<div>
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<strong><?= $ticket_reply_by_display ?></strong>
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<?= $reply_badge ?>
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<div class="small text-muted" title="Created: <?= $ticket_reply_created_at ?><?php if ($ticket_reply_updated_at) { echo '. Edited: ' . $ticket_reply_updated_at; } ?>">
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<?= $ticket_reply_created_at_ago ?><?php if ($ticket_reply_updated_at) { echo ' <em>(edited)</em>'; } ?>
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<?php if ($ticket_reply_type !== "Client" && $ticket_reply_time_worked && $ticket_reply_time_worked !== "00:00:00") { ?>
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<span class="mx-1">·</span><i class="far fa-fw fa-clock"></i> <?= formatDuration($ticket_reply_time_worked) ?>
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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 if ($can_edit_ticket) { ?>
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<div class="card-tools d-print-none">
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<div class="dropdown dropstart">
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<button class="btn btn-sm btn-tool" title="More actions" type="button" data-bs-toggle="dropdown">
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<i class="fas fa-fw fa-ellipsis-v"></i>
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</button>
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<div class="dropdown-menu">
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<?php if ($ticket_reply_type !== "Client" && !$ticket_is_closed) { ?>
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<a href="#" class="dropdown-item ajax-modal" data-modal-size="lg"
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data-modal-url="modals/ticket/ticket_reply_edit.php?id=<?= $ticket_reply_id ?>">
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<i class="fas fa-fw fa-edit me-2"></i>Edit
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</a>
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<?php } ?>
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<a href="#" class="dropdown-item ajax-modal" data-modal-size="lg"
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data-modal-url="modals/ticket/ticket_reply_redact.php?id=<?= $ticket_reply_id ?>">
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<i class="fas fa-fw fa-user-secret me-2"></i>Redact
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</a>
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<?php if ($ticket_reply_type !== "Client" && !$ticket_is_closed) { ?>
|
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<div class="dropdown-divider"></div>
|
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<a class="dropdown-item text-danger confirm-link" href="post.php?archive_ticket_reply=<?= $ticket_reply_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>"
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data-confirm-title="Archive this reply?"
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data-confirm-text="It disappears from the conversation for everyone, including the client."
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data-confirm-button="Archive">
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<i class="fas fa-fw fa-archive me-2"></i>Archive
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</a>
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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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|
|
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</div>
|
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</div>
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|
|
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<div class="card-body p-3 prettyContent">
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<?= $ticket_reply ?>
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<?php if (isset($reply_attachments[$ticket_reply_id])) { ?>
|
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<div class="mt-3 pt-2 border-top">
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<?php foreach ($reply_attachments[$ticket_reply_id] as $ticket_attachment) {
|
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$ticket_attachment_id = intval($ticket_attachment['ticket_attachment_id']);
|
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$ticket_attachment_name = escapeHtml($ticket_attachment['ticket_attachment_name']);
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?>
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<div class="mt-1">
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<span class="me-1 align-middle"><?= fileTypeTile(pathinfo($ticket_attachment['ticket_attachment_name'], PATHINFO_EXTENSION), 'xs') ?></span><?= $ticket_attachment_name ?>
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<a target="_blank" class="ms-2 small" href="ticket_attachment.php?attachment_id=<?= $ticket_attachment_id ?>&action=view">View</a>
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<a class="ms-2 small" href="ticket_attachment.php?attachment_id=<?= $ticket_attachment_id ?>">Download</a>
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|
<?php if (lookupUserPermission("module_support") >= 3) { ?>
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<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>
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<?php } ?>
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</div>
|
|
<?php } ?>
|
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</div>
|
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<?php } ?>
|
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</div>
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</div>
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<!-- End ticket reply card -->
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<?php
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}
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?>
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|
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</div> <!-- End ticket-layout-main -->
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|
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<div class="ticket-layout-side">
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|
|
|
<!--
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Details - every property of the ticket, one per row, each one a
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click away from being changed. Rows keep the same order on every
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ticket so an agent's eye knows where to look.
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-->
|
|
<div class="ticket-details card mb-3">
|
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<div class="card-header px-3 py-2">
|
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<h5 class="card-title mt-1"><i class="fas fa-fw fa-sliders-h me-2"></i>Details</h5>
|
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</div>
|
|
<div class="card-body px-2 py-2">
|
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<dl class="ticket-props mb-0">
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|
|
|
<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) ?>">
|
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<?= quickPick('status', $ticket_id, (string) intval($ticket_status), ticketStatusHtml($ticket['ticket_status_name'], $ticket['ticket_status_color'], 'detail'), 'detail') ?>
|
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</span>
|
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<?php } else { ?>
|
|
<span class="ticket-prop-static">
|
|
<span class="badge rounded-pill text-light" style="background-color: <?= $ticket_status_color ?>"><?= $ticket_status_name ?></span>
|
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</span>
|
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<?php } ?>
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</dd>
|
|
</div>
|
|
|
|
<div class="ticket-prop">
|
|
<dt>Priority</dt>
|
|
<dd>
|
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<?php if ($can_change_fields) { ?>
|
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<?= 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 ?>"><?= $ticket_priority ?></span></span>
|
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<?php } ?>
|
|
</dd>
|
|
</div>
|
|
|
|
<div class="ticket-prop">
|
|
<dt>Assigned to</dt>
|
|
<dd>
|
|
<?php if ($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 } ?>
|
|
|
|
<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($trip['trip_date']))) ?> · <?= escapeHtml($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($trip['trip_source']) ?> → <?= escapeHtml($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 ?>&ticket_id=<?= $ticket_id ?>">All <?= $ticket_trip_count ?></a>
|
|
<?php } else { ?>
|
|
<a href="trips.php?client_id=<?= $client_id ?>&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) { ?>
|
|
· <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 } ?>
|
|
|
|
<?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 || $ticket_services) ? 'mt-3 pt-2 border-top' : '' ?>">
|
|
Watchers <span class="text-muted text-lowercase fw-normal">· copied on emailed replies</span>
|
|
</div>
|
|
<?php while ($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
|
|
});
|
|
}
|
|
});
|
|
}
|
|
|
|
// Canned responses - insert at the cursor rather than replacing, so picking one into a
|
|
// half-written reply adds to it. The body is fetched on demand, filled in for this
|
|
// ticket; TinyMCE owns the field by now, so setting the textarea value directly would
|
|
// do nothing visible. The reply carries which ones went in, for how often each is used.
|
|
const cannedPicker = document.getElementById('canned_response_picker');
|
|
if (cannedPicker) {
|
|
cannedPicker.addEventListener('change', function () {
|
|
const cannedId = cannedPicker.value;
|
|
if (!cannedId) return;
|
|
|
|
cannedPicker.disabled = true;
|
|
|
|
fetch('ajax.php?get_canned_response=' + encodeURIComponent(cannedId) + '&ticket_id=' + encodeURIComponent(cannedPicker.dataset.ticketId || ''))
|
|
.then(response => response.json())
|
|
.then(data => {
|
|
const form = cannedPicker.closest('form');
|
|
if (form && !form.querySelector('input[name="canned_response_ids[]"][value="' + cannedId + '"]')) {
|
|
const used = document.createElement('input');
|
|
used.type = 'hidden';
|
|
used.name = 'canned_response_ids[]';
|
|
used.value = cannedId;
|
|
form.appendChild(used);
|
|
}
|
|
|
|
const editor = window.tinymce ? tinymce.get('ticket_reply') : null;
|
|
|
|
if (editor) {
|
|
editor.insertContent(data.body);
|
|
editor.focus();
|
|
} else {
|
|
// TinyMCE failed to load - fall back to the plain textarea
|
|
const textarea = document.getElementById('ticket_reply');
|
|
if (textarea) {
|
|
textarea.value += data.body;
|
|
}
|
|
}
|
|
})
|
|
.catch(() => {
|
|
alert('Could not load that canned response.');
|
|
})
|
|
.finally(() => {
|
|
cannedPicker.disabled = false;
|
|
cannedPicker.value = '';
|
|
});
|
|
});
|
|
}
|
|
|
|
// 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>
|