mirror of
https://github.com/itflow-org/itflow
synced 2026-08-05 07:07:14 +00:00
162a597da9
Statuses can be flagged to pause the resolution clock; sla_history records the intervals a ticket's clock actually ran and the deadline is re-based on remaining budget when it resumes. Adds SLA Summary and SLA by Client reports, an SLA state filter on the ticket list, SLA colouring on kanban cards, and an Urgent column on the Tickets by Client report. DB update 2.5.1. Also fixes resolution SLA verdicts being skipped when resolving via kanban or the client portal.
1423 lines
80 KiB
PHP
1423 lines
80 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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// Ticket client access overide - This is the only way to show tickets without a client to agents with restricted client access
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$access_permission_query_overide = '';
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if ($client_access_string) {
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$access_permission_query_overide = "AND ticket_client_id IN (0,$client_access_string)";
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}
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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($sql) == 0) {
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echo "<center><h1 class='text-secondary mt-5'>Nothing to see here</h1><a class='btn btn-lg btn-secondary mt-3' href='tickets.php'><i class='fa fa-fw fa-arrow-left'></i> Go Back</a></center>";
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require_once "../includes/footer.php";
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} else {
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$row = mysqli_fetch_assoc($sql);
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$client_id = intval($row['client_id']);
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$client_name = escapeHtml($row['client_name']);
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$client_type = escapeHtml($row['client_type']);
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$client_website = escapeHtml($row['client_website']);
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$client_net_terms = intval($row['client_net_terms']);
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if ($client_net_terms == 0) {
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$client_net_terms = $config_default_net_terms;
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}
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$client_rate = floatval($row['client_rate']);
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$ticket_prefix = escapeHtml($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$ticket_source = escapeHtml($row['ticket_source']);
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$ticket_category = intval($row['ticket_category']);
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$ticket_category_display = escapeHtml($row['category_name']);
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$ticket_subject = escapeHtml($row['ticket_subject']);
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$ticket_details = $purifier->purify($row['ticket_details']);
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$ticket_priority = escapeHtml($row['ticket_priority']);
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$ticket_billable = intval($row['ticket_billable']);
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$ticket_scheduled_for = escapeHtml($row['ticket_schedule']);
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$ticket_onsite = intval($row['ticket_onsite']);
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if ($ticket_scheduled_for) {
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$ticket_scheduled_wording = "$ticket_scheduled_for";
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} else {
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$ticket_scheduled_wording = "Add";
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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_display = "<span class='p-2 badge badge-pill badge-dark'>$ticket_priority</span>";
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} elseif ($ticket_priority == "High") {
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$ticket_priority_display = "<span class='p-2 badge badge-pill badge-danger'>$ticket_priority</span>";
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} elseif ($ticket_priority == "Medium") {
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$ticket_priority_display = "<span class='p-2 badge badge-pill badge-warning'>$ticket_priority</span>";
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} elseif ($ticket_priority == "Low") {
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$ticket_priority_display = "<span class='p-2 badge badge-pill badge-info'>$ticket_priority</span>";
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} else {
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$ticket_priority_display = "";
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}
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$ticket_feedback = escapeHtml($row['ticket_feedback']);
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$ticket_status = intval($row['ticket_status_id']);
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$ticket_status_id = intval($row['ticket_status_id']);
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$ticket_status_name = escapeHtml($row['ticket_status_name']);
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$ticket_status_color = escapeHtml($row['ticket_status_color']);
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$ticket_vendor_ticket_number = escapeHtml($row['ticket_vendor_ticket_number']);
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$ticket_created_at = escapeHtml($row['ticket_created_at']);
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$ticket_created_at_ago = timeAgo($row['ticket_created_at']);
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$ticket_created_by = intval($row['ticket_created_by']);
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$ticket_date = date('Y-m-d', strtotime($ticket_created_at));
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$ticket_updated_at = escapeHtml($row['ticket_updated_at']);
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$ticket_updated_at_ago = timeAgo($row['ticket_updated_at']);
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$ticket_first_response_at = escapeHtml($row['ticket_first_response_at']);
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$ticket_sla_id = intval($row['ticket_sla_id']);
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$ticket_response_due_at = escapeHtml($row['ticket_response_due_at']);
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$ticket_resolution_due_at = escapeHtml($row['ticket_resolution_due_at']);
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$ticket_response_sla_met = $row['ticket_response_sla_met'];
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$ticket_resolution_sla_met = $row['ticket_resolution_sla_met'];
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$ticket_sla_paused = intval($row['ticket_status_pauses_sla']);
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$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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$ticket_resolved_at = escapeHtml($row['ticket_resolved_at']);
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$ticket_resolved_at_ago = timeAgo($row['ticket_resolved_at']);
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$ticket_resolved_date = date('Y-m-d', strtotime($ticket_resolved_at));
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$ticket_closed_at = escapeHtml($row['ticket_closed_at']);
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$ticket_closed_at_ago = timeAgo($row['ticket_closed_at']);
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$ticket_closed_date = date('Y-m-d', strtotime($ticket_closed_at));
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$ticket_closed_by = intval($row['ticket_closed_by']);
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$ticket_assigned_to = intval($row['ticket_assigned_to']);
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if (empty($ticket_assigned_to)) {
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$ticket_assigned_to_display = "<span class='badge badge-pill badge-light'>Unassigned</span>";
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} else {
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$ticket_assigned_to_display = escapeHtml($row['user_name']);
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}
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// Tab Title // No Sanitizing needed
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$page_title = $row['ticket_subject'];
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$tab_title = "{$row['ticket_prefix']}{$row['ticket_number']}";
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$contact_id = intval($row['contact_id']);
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$contact_name = escapeHtml($row['contact_name']);
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$contact_title = escapeHtml($row['contact_title']);
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$contact_email = escapeHtml($row['contact_email']);
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$contact_phone_country_code = escapeHtml($row['contact_phone_country_code']);
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$contact_phone = escapeHtml(formatPhoneNumber($row['contact_phone'], $contact_phone_country_code));
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$contact_extension = escapeHtml($row['contact_extension']);
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$contact_mobile_country_code = escapeHtml($row['contact_mobile_country_code']);
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$contact_mobile = escapeHtml(formatPhoneNumber($row['contact_mobile'], $contact_mobile_country_code));
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$asset_id = intval($row['asset_id']);
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$asset_ip = escapeHtml($row['interface_ip']);
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$asset_name = escapeHtml($row['asset_name']);
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$asset_type = escapeHtml($row['asset_type']);
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$asset_uri = escapeHtml($row['asset_uri']);
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$asset_make = escapeHtml($row['asset_make']);
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$asset_model = escapeHtml($row['asset_model']);
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$asset_serial = escapeHtml($row['asset_serial']);
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$asset_os = escapeHtml($row['asset_os']);
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$asset_warranty_expire = escapeHtml($row['asset_warranty_expire']);
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$asset_icon = getAssetIcon($asset_type);
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$vendor_id = intval($row['ticket_vendor_id']);
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$vendor_name = escapeHtml($row['vendor_name']);
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$vendor_description = escapeHtml($row['vendor_description']);
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$vendor_account_number = escapeHtml($row['vendor_account_number']);
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$vendor_contact_name = escapeHtml($row['vendor_contact_name']);
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$vendor_phone_country_code = escapeHtml($row['vendor_phone_country_code']);
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$vendor_phone = escapeHtml(formatPhoneNumber($row['vendor_phone'], $vendor_phone_country_code));
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$vendor_extension = escapeHtml($row['vendor_extension']);
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$vendor_email = escapeHtml($row['vendor_email']);
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$vendor_website = escapeHtml($row['vendor_website']);
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$vendor_hours = escapeHtml($row['vendor_hours']);
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$vendor_sla = escapeHtml($row['vendor_sla']);
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$vendor_code = escapeHtml($row['vendor_code']);
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$vendor_notes = escapeHtml($row['vendor_notes']);
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$location_id = intval($row['location_id']);
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$location_name = escapeHtml($row['location_name']);
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$location_address = escapeHtml($row['location_address']);
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$location_city = escapeHtml($row['location_city']);
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$location_state = escapeHtml($row['location_state']);
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$location_zip = escapeHtml($row['location_zip']);
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$location_phone = formatPhoneNumber($row['location_phone']);
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$quote_id = intval($row['ticket_quote_id']);
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$quote_prefix = escapeHtml($row['quote_prefix']);
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$quote_number = intval($row['quote_number']);
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$quote_created_at = escapeHtml($row['quote_created_at']);
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$invoice_id = intval($row['ticket_invoice_id']);
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$invoice_prefix = escapeHtml($row['invoice_prefix']);
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$invoice_number = intval($row['invoice_number']);
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$invoice_created_at = escapeHtml($row['invoice_created_at']);
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$project_id = intval($row['project_id']);
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$project_prefix = escapeHtml($row['project_prefix']);
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$project_number = intval($row['project_number']);
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$project_name = escapeHtml($row['project_name']);
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$project_description = escapeHtml($row['project_description']);
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$project_due = escapeHtml($row['project_due']);
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$project_manager = escapeHtml($row['project_manager']);
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if($project_manager) {
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$sql_project_manager = mysqli_query($mysqli,"SELECT * FROM users WHERE user_id = $project_manager");
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$row = mysqli_fetch_assoc($sql_project_manager);
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$project_manager_name = escapeHtml($row['user_name']);
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}
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if ($contact_id) {
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//Get Contact Ticket Stats
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$ticket_related_open = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_related_open FROM tickets WHERE ticket_status != 'Closed' AND ticket_contact_id = $contact_id ");
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$row = mysqli_fetch_assoc($ticket_related_open);
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$ticket_related_open = intval($row['ticket_related_open']);
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$ticket_related_closed = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_related_closed FROM tickets WHERE ticket_status = 'Closed' AND ticket_contact_id = $contact_id ");
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$row = mysqli_fetch_assoc($ticket_related_closed);
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$ticket_related_closed = intval($row['ticket_related_closed']);
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$ticket_related_total = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_related_total FROM tickets WHERE ticket_contact_id = $contact_id ");
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$row = mysqli_fetch_assoc($ticket_related_total);
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$ticket_related_total = intval($row['ticket_related_total']);
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}
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//Get Total Ticket Time
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$ticket_total_reply_time = mysqli_query($mysqli, "SELECT SEC_TO_TIME(SUM(TIME_TO_SEC(ticket_reply_time_worked))) AS ticket_total_reply_time FROM ticket_replies WHERE ticket_reply_archived_at IS NULL AND ticket_reply_ticket_id = $ticket_id");
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$row = mysqli_fetch_assoc($ticket_total_reply_time);
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$ticket_total_reply_time = escapeHtml($row['ticket_total_reply_time']);
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// Get the number of ticket Responses
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$ticket_responses_sql = mysqli_query($mysqli, "SELECT COUNT(ticket_reply_id) AS ticket_responses FROM ticket_replies WHERE ticket_reply_archived_at IS NULL AND ticket_reply_ticket_id = $ticket_id");
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$row = mysqli_fetch_assoc($ticket_responses_sql);
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$ticket_responses = intval($row['ticket_responses']);
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$ticket_all_comments_sql = mysqli_query($mysqli, "SELECT COUNT(ticket_reply_id) AS ticket_all_comments_count FROM ticket_replies WHERE ticket_reply_archived_at IS NULL AND ticket_reply_ticket_id = $ticket_id");
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$row = mysqli_fetch_assoc($ticket_all_comments_sql);
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$ticket_all_comments_count = intval($row['ticket_all_comments_count']);
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$ticket_internal_notes_sql = mysqli_query($mysqli, "SELECT COUNT(ticket_reply_id) AS ticket_internal_notes_count FROM ticket_replies WHERE ticket_reply_archived_at IS NULL AND ticket_reply_type = 'Internal' AND ticket_reply_ticket_id = $ticket_id");
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$row = mysqli_fetch_assoc($ticket_internal_notes_sql);
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$ticket_internal_notes_count = intval($row['ticket_internal_notes_count']);
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$ticket_public_comments_sql = mysqli_query($mysqli, "SELECT COUNT(ticket_reply_id) AS ticket_public_comments_count FROM ticket_replies WHERE ticket_reply_archived_at IS NULL AND (ticket_reply_type = 'Public' OR ticket_reply_type = 'Client') AND ticket_reply_ticket_id = $ticket_id");
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$row = mysqli_fetch_assoc($ticket_public_comments_sql);
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$ticket_public_comments_count = intval($row['ticket_public_comments_count']);
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$ticket_events_sql = mysqli_query($mysqli, "SELECT COUNT(log_id) AS ticket_events_count FROM logs WHERE log_type = 'Ticket' AND log_entity_id = $ticket_id");
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$row = mysqli_fetch_assoc($ticket_events_sql);
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$ticket_events_count = intval($row['ticket_events_count']);
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// Get & format asset warranty expiry
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$date = date('Y-m-d H:i:s');
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$dt_value = $asset_warranty_expire; //sample date
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$warranty_check = date('m/d/Y', strtotime('-8 hours'));
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if ($dt_value <= $date) {
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$dt_value = "Expired on $asset_warranty_expire";
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$warranty_status_color = 'red';
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} else {
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$warranty_status_color = 'green';
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}
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if ($asset_warranty_expire == "NULL") {
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$dt_value = "None";
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$warranty_status_color = 'red';
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}
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// Get ticket replies
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$sql_ticket_replies = mysqli_query($mysqli, "SELECT * 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 = $ticket_id
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AND ticket_reply_archived_at IS NULL
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ORDER BY ticket_reply_id DESC"
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);
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// Get ticket Events
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$sql_ticket_events = mysqli_query($mysqli, "SELECT * FROM ticket_history
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WHERE ticket_history_ticket_id = $ticket_id
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ORDER BY ticket_history_id DESC"
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);
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// Get Technicians to assign the ticket to
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$sql_assign_to_select = mysqli_query(
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$mysqli,
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"SELECT user_id, user_name FROM users
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WHERE user_role_id > 1
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AND user_type = 1
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AND user_status = 1
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AND user_archived_at IS NULL
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ORDER BY user_name ASC"
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);
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// Get Watchers
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$sql_ticket_watchers = mysqli_query($mysqli, "SELECT * FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id ORDER BY watcher_email DESC");
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// Get Additional Assets
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$sql_additional_assets = mysqli_query($mysqli, "SELECT * 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 != $asset_id"
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);
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// Get Ticket Attachments
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$sql_ticket_attachments = mysqli_query(
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$mysqli,
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"SELECT * FROM ticket_attachments
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WHERE ticket_attachment_reply_id IS NULL
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AND ticket_attachment_ticket_id = $ticket_id"
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);
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// Get Tasks
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$sql_tasks = mysqli_query( $mysqli, "SELECT * 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($sql_tasks);
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// Get Completed Task Count
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$sql_tasks_completed = mysqli_query($mysqli,
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"SELECT * FROM tasks
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WHERE task_ticket_id = $ticket_id
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AND task_completed_at IS NOT NULL"
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);
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$completed_task_count = mysqli_num_rows($sql_tasks_completed);
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// Tasks Completed Percent
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if ($task_count) {
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$tasks_completed_percent = round(($completed_task_count / $task_count) * 100);
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}
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// Get all Assigned ticket Users as a comma-separated string
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$sql_ticket_collaborators = mysqli_query($mysqli, "
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SELECT GROUP_CONCAT(DISTINCT user_name SEPARATOR ', ') AS user_names
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FROM users
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LEFT JOIN ticket_replies ON user_id = ticket_reply_by
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WHERE ticket_reply_archived_at IS NULL AND ticket_reply_ticket_id = $ticket_id
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");
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// Fetch the result
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$row = mysqli_fetch_assoc($sql_ticket_collaborators);
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// The user names in a comma-separated string
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$ticket_collaborators = escapeHtml($row['user_names']);
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?>
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<!-- Breadcrumbs-->
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<ol class="breadcrumb d-print-none">
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<li class="breadcrumb-item">
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<a href="tickets.php">All Tickets</a>
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</li>
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<?php if ($client_url) { ?>
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<li class="breadcrumb-item">
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<a href="tickets.php?client_id=<?= $client_id ?>"><?= $client_name ?> Tickets</a>
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</li>
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<?php } ?>
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<li class="breadcrumb-item active"><?= "$ticket_prefix$ticket_number" ?></li>
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</ol>
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<div class="card">
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<div class="card-header pb-2">
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<div class="card-title">
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<div class="media">
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<i class="fa fa-fw fa-2x fa-life-ring mr-2"></i>
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<div class="media-body">
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<div class="text-bold">Ticket <?= "$ticket_prefix$ticket_number" ?>
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<span class='badge badge-pill text-light ml-1 p-2' style="background-color: <?= $ticket_status_color ?>">
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<?= $ticket_status_name ?>
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</span>
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</div>
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</div>
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</div>
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</div>
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<?php if (lookupUserPermission("module_support") >= 2) { ?>
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<div class="card-tools d-print-none">
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<div class="btn-toolbar">
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|
|
<?php if ($config_module_enable_accounting && $ticket_billable == 1 && empty($quote_id) && empty($invoice_id) && lookupUserPermission("module_sales") >= 2) { ?>
|
|
<a href="#" class="btn btn-light btn-sm ml-3 ajax-modal" href="#" data-modal-url="modals/ticket/ticket_quote_add.php?ticket_id=<?= $ticket_id ?>" data-modal-size="lg">
|
|
<i class="fas fa-fw fa-comment-dollar mr-2"></i>Quote
|
|
</a>
|
|
<?php }
|
|
|
|
if ($config_module_enable_accounting && $ticket_billable == 1 && empty($invoice_id) && lookupUserPermission("module_sales") >= 2) { ?>
|
|
<a href="#" class="btn btn-light btn-sm ml-3 ajax-modal" href="#" data-modal-url="modals/ticket/ticket_invoice_add.php?ticket_id=<?= $ticket_id ?>" data-modal-size="lg">
|
|
<i class="fas fa-fw fa-file-invoice mr-2"></i>Invoice
|
|
</a>
|
|
<?php }
|
|
|
|
if (empty($ticket_closed_at)) { ?>
|
|
|
|
<?php if (empty($ticket_closed_at) && !empty($ticket_resolved_at)) { ?>
|
|
<a href="post.php?reopen_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" class="btn btn-light btn-sm ml-3">
|
|
<i class="fas fa-fw fa-redo mr-2"></i>Reopen
|
|
</a>
|
|
<?php } ?>
|
|
|
|
<?php if (empty($ticket_resolved_at) && $task_count == $completed_task_count) { ?>
|
|
<a href="post.php?resolve_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" class="btn btn-dark btn-sm confirm-link ml-3" id="ticket_close">
|
|
<i class="fas fa-fw fa-check mr-2"></i>Resolve
|
|
</a>
|
|
<?php } ?>
|
|
|
|
<?php if (!empty($ticket_resolved_at) && $task_count == $completed_task_count) { ?>
|
|
<a href="post.php?close_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" class="btn btn-dark btn-sm confirm-link ml-3" id="ticket_close">
|
|
<i class="fas fa-fw fa-gavel mr-2"></i>Close
|
|
</a>
|
|
<?php } ?>
|
|
|
|
<div class="dropdown dropleft text-center ml-3 mr-2">
|
|
<button class="btn btn-secondary btn-sm" type="button" id="dropdownMenuButton" data-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_summary.php?ticket_id=<?= $ticket_id ?>" data-modal-size="lg">
|
|
<i class="fas fa-fw fa-lightbulb mr-2"></i>Summarize
|
|
</a>
|
|
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_merge.php?ticket_id=<?= $ticket_id ?>">
|
|
<i class="fas fa-fw fa-clone mr-2"></i>Merge Ticket
|
|
</a>
|
|
<?php if (empty($ticket_closed_at) && $client_id) { ?>
|
|
<div class="dropdown-divider"></div>
|
|
<a class="dropdown-item ajax-modal" href="#"
|
|
data-modal-url="modals/ticket/ticket_contact.php?id=<?= $ticket_id ?>">
|
|
<i class="fa fa-fw fa-user mr-2"></i>Add Contact
|
|
</a>
|
|
<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 mr-2"></i>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 mr-2"></i>Add Vendor
|
|
</a>
|
|
<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-users mr-2"></i>Add Watcher
|
|
</a>
|
|
<?php } ?>
|
|
<div class="dropdown-divider"></div>
|
|
<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 mr-2"></i>Change Client
|
|
</a>
|
|
<?php if (lookupUserPermission("module_support") == 3) { ?>
|
|
<div class="dropdown-divider"></div>
|
|
<a class="dropdown-item text-danger text-bold confirm-link" href="post.php?delete_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-trash mr-2"></i>Delete
|
|
</a>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
</div> <!-- Card Header -->
|
|
</div> <!-- End Card -->
|
|
|
|
<div class="card-group mb-3">
|
|
|
|
<div class="card card-body">
|
|
|
|
<?php if ($ticket_updated_at) { ?>
|
|
<div title="<?= $ticket_updated_at ?>">
|
|
<i class="fa fa-fw fa-history text-secondary mr-2"></i>Updated: <strong><?= date('M d, Y • g:i A', strtotime($ticket_updated_at)) . "</strong> <span class='text-muted small'>($ticket_updated_at_ago)</span>" ?>
|
|
</div>
|
|
<?php } ?>
|
|
<!-- Ticket assign (disable if closed -->
|
|
<?php if (empty($ticket_closed_at)) { ?>
|
|
<div class="mt-1">
|
|
<i class="fas fa-fw fa-user-tie mr-2 text-secondary"></i>Agent:
|
|
<a class="ajax-modal" href="#"
|
|
data-modal-url="modals/ticket/ticket_assign.php?id=<?= $ticket_id ?>">
|
|
<?= $ticket_assigned_to_display ?>
|
|
</a>
|
|
</div>
|
|
<?php } else { ?>
|
|
<div class="mt-1">
|
|
<i class="fas fa-fw fa-user-check mr-2 text-secondary"></i>Agent: <?= $ticket_assigned_to_display ?>
|
|
</div>
|
|
<?php } ?>
|
|
<!-- End ticket assign -->
|
|
<div class="mt-1">
|
|
<span class="text-info" id="ticket_collision_viewing"></span>
|
|
</div>
|
|
</div>
|
|
|
|
<div class="card card-body">
|
|
<div>
|
|
<a href="#" title="Priority"
|
|
<?php if (lookupUserPermission("module_support") >= 2 && empty($ticket_closed_at)) { ?>
|
|
class="ajax-modal"
|
|
data-modal-url="modals/ticket/ticket_priority.php?id=<?= $ticket_id ?>"
|
|
<?php } ?>
|
|
>
|
|
<?= $ticket_priority_display ?>
|
|
</a>
|
|
</div>
|
|
|
|
<div class="mt-1">
|
|
<i class="fa fa-fw fa-stopwatch text-secondary mr-2"></i>SLA:
|
|
<a href="#" title="SLA"
|
|
<?php if (lookupUserPermission("module_support") >= 2 && empty($ticket_closed_at)) { ?>
|
|
class="ajax-modal"
|
|
data-modal-url="modals/ticket/ticket_sla.php?id=<?= $ticket_id ?>"
|
|
<?php } ?>
|
|
><?= $ticket_sla_name ?></a>
|
|
</div>
|
|
|
|
<!-- Ticket scheduling -->
|
|
<?php if (empty ($ticket_closed_at)) { ?>
|
|
<div class="mt-1">
|
|
<i class="fa fa-fw fa-calendar-check text-secondary mr-2"></i>Scheduled: <a class='ajax-modal' href="#" data-modal-url="modals/ticket/ticket_edit_schedule.php?ticket_id=<?= $ticket_id ?>"> <?=$ticket_scheduled_wording ?> </a>
|
|
</div>
|
|
<?php } ?>
|
|
<!-- End ticket scheduling -->
|
|
|
|
<!-- Billable -->
|
|
<?php if ($config_module_enable_accounting && lookupUserPermission("module_sales") >= 1) { ?>
|
|
|
|
<?php if ($quote_id) { ?>
|
|
<div class="mt-1">
|
|
<i class="fa fa-fw fa-comment-dollar text-secondary mr-2"></i>Quoted: <a href="quote.php?quote_id=<?= $quote_id ?>"><?= "$quote_prefix$quote_number" ?></a>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if ($invoice_id) { ?>
|
|
<div class="mt-1">
|
|
<i class="fa fa-fw fa-dollar-sign text-secondary mr-2"></i>Invoiced: <a href="invoice.php?invoice_id=<?= $invoice_id ?>"><?= "$invoice_prefix$invoice_number" ?></a>
|
|
</div>
|
|
<?php } else { ?>
|
|
<div class="mt-1">
|
|
<i class="fa fa-fw fa-dollar-sign text-secondary mr-2"></i>Billable:
|
|
<a class="ajax-modal" href="#"
|
|
data-modal-url="modals/ticket/ticket_billable.php?id=<?= $ticket_id ?>">
|
|
<?php
|
|
if ($ticket_billable == 1) {
|
|
echo "<span class='text-bold text-dark'>Yes</span>";
|
|
} else {
|
|
echo "<span class='text-muted'>No</span>";
|
|
}
|
|
?>
|
|
</a>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php } ?>
|
|
<!-- End billable options -->
|
|
|
|
</div>
|
|
|
|
<div class="card card-body">
|
|
<?php if ($task_count) { ?>
|
|
<div><strong>Tasks</strong> <?= "$completed_task_count/$task_count ($tasks_completed_percent%)" ?></div>
|
|
<div class="progress" style="height: 20px;">
|
|
<div class="progress-bar" style="width: <?= $tasks_completed_percent ?>%;"></div>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
|
|
</div>
|
|
|
|
<div class="row">
|
|
|
|
<div class="col-md-9">
|
|
|
|
<div class="card card-dark mb-3">
|
|
|
|
<div class="card-header px-3 py-2">
|
|
<h5 class="card-title mt-1"><?= $ticket_subject ?></h5>
|
|
<?php if (empty($ticket_closed_at)) { ?>
|
|
<div class="card-tools">
|
|
<button type="button" class="btn btn-tool ajax-modal" data-modal-url="modals/ticket/ticket_edit.php?id=<?= $ticket_id ?>" data-modal-size="lg"><i class="fas fa-edit"></i></button>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
|
|
<div class="card-body p-3 prettyContent" id="ticketDetails">
|
|
<?= $ticket_details ?>
|
|
|
|
<table class="table-sm">
|
|
|
|
<?php
|
|
while ($ticket_attachment = mysqli_fetch_assoc($sql_ticket_attachments)) {
|
|
$ticket_attachment_id = intval($ticket_attachment['ticket_attachment_id']);
|
|
$name = escapeHtml($ticket_attachment['ticket_attachment_name']);
|
|
|
|
?>
|
|
|
|
<tr>
|
|
<td><i class='fas fa-fw fa-paperclip text-secondary mr-1'></i><?= $name ?></td>
|
|
<td>
|
|
<a target='_blank' class='mr-1 ml-1' href='ticket_attachment.php?attachment_id=<?= $ticket_attachment_id; ?>&action=view'>[View]</a><a href='ticket_attachment.php?attachment_id=<?= $ticket_attachment_id; ?>'>[Download]</a>
|
|
</td>
|
|
</tr>
|
|
|
|
<?php
|
|
}
|
|
?>
|
|
</table>
|
|
</div>
|
|
|
|
</div>
|
|
|
|
<!-- Only show ticket reply modal if status is not closed -->
|
|
<?php if (lookupUserPermission("module_support") >= 2 && empty($ticket_resolved_at) && empty($ticket_closed_at)) { ?>
|
|
|
|
<form action="post.php" method="post" autocomplete="off">
|
|
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
|
|
<input type="hidden" name="ticket_id" id="ticket_id" value="<?= $ticket_id ?>">
|
|
|
|
<div class="card card-body d-print-none p-3">
|
|
|
|
<div class="form-group mb-0">
|
|
<div class="btn-group btn-block btn-group-toggle" data-toggle="buttons">
|
|
<label class="btn btn-outline-dark active">
|
|
<input type="radio" name="public_reply_type" value="0" checked>Internal
|
|
</label>
|
|
<?php if ($contact_email) { ?>
|
|
<label class="btn btn-outline-info">
|
|
<input type="radio" name="public_reply_type" value="2">Public + Email
|
|
</label>
|
|
<?php } ?>
|
|
<label class="btn btn-outline-info">
|
|
<input type="radio" name="public_reply_type" value="1">Public
|
|
</label>
|
|
</div>
|
|
</div>
|
|
|
|
</div>
|
|
|
|
<div class="form-group">
|
|
<textarea
|
|
class="form-control tinymceTicket" name="ticket_reply"
|
|
placeholder="Type a response">
|
|
</textarea>
|
|
</div>
|
|
|
|
<div class="form-row">
|
|
<div class="col-md-3">
|
|
<div class="form-group">
|
|
<div class="input-group">
|
|
<select class="form-control select2" name="status" required>
|
|
|
|
<!-- Show all active ticket statuses, apart from new or closed as these are system-managed -->
|
|
<?php
|
|
$status_snippet = '';
|
|
if ($task_count !== $completed_task_count) {
|
|
$status_snippet = "AND ticket_status_id != 4";
|
|
}
|
|
$sql_ticket_status = mysqli_query($mysqli, "SELECT * FROM ticket_statuses WHERE ticket_status_id != 1 AND ticket_status_id != 5 AND ticket_status_active = 1 $status_snippet ORDER BY ticket_status_order");
|
|
while ($row = mysqli_fetch_assoc($sql_ticket_status)) {
|
|
$ticket_status_id_select = intval($row['ticket_status_id']);
|
|
$ticket_status_name_select = escapeHtml($row['ticket_status_name']); ?>
|
|
|
|
<option value="<?= $ticket_status_id_select ?>" <?php if ($ticket_status == $ticket_status_id_select) { echo 'selected'; } ?>> <?= $ticket_status_name_select ?> </option>
|
|
|
|
<?php } ?>
|
|
</select>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
|
|
<!-- Time Tracking -->
|
|
<div class="col-md-6">
|
|
<div class="form-group">
|
|
<div class="input-group">
|
|
<div class="input-group-prepend px-0 col-2">
|
|
<input type="text" class="form-control" inputmode="numeric" id="hours" name="hours" placeholder="Hrs" min="0" max="23" pattern="0?[0-9]|1[0-9]|2[0-3]">
|
|
</div>
|
|
|
|
<div class="px-0 col-2">
|
|
<input type="text" class="form-control" inputmode="numeric" id="minutes" name="minutes" placeholder="Mins" min="0" max="59" pattern="[0-5]?[0-9]">
|
|
</div>
|
|
|
|
<div class="input-group-append px-0 col-2">
|
|
<input type="text" class="form-control" inputmode="numeric" id="seconds" name="seconds" placeholder="Secs" min="0" max="59" pattern="[0-5]?[0-9]">
|
|
</div>
|
|
|
|
<div class="btn-group">
|
|
<button type="button" class="btn btn-light" id="startStopTimer"><i class="fas fa-play"></i></button>
|
|
<button type="button" class="btn btn-light" id="resetTimer"><i class="fas fa-redo-alt"></i></button>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
|
|
<div class="col-md-3">
|
|
<div class="btn-toolbar float-right mb-3">
|
|
<button type="submit" id="ticket_add_reply" name="add_ticket_reply" class="btn btn-success ml-3"><i class="fas fa-check mr-2"></i>Submit</button>
|
|
</div>
|
|
</div>
|
|
|
|
</div>
|
|
|
|
</form>
|
|
|
|
<!-- End IF for reply modal -->
|
|
<?php } ?>
|
|
|
|
<!-- Ticket replies -->
|
|
<?php
|
|
|
|
while ($row = mysqli_fetch_assoc($sql_ticket_replies)) {
|
|
$ticket_reply_id = intval($row['ticket_reply_id']);
|
|
$ticket_reply = $purifier->purify($row['ticket_reply']);
|
|
$ticket_reply_type = escapeHtml($row['ticket_reply_type']);
|
|
$ticket_reply_created_at = escapeHtml($row['ticket_reply_created_at']);
|
|
$ticket_reply_created_at_ago = timeAgo($row['ticket_reply_created_at']);
|
|
$ticket_reply_updated_at = escapeHtml($row['ticket_reply_updated_at']);
|
|
$ticket_reply_updated_at_ago = timeAgo($row['ticket_reply_updated_at']);
|
|
$ticket_reply_by = intval($row['ticket_reply_by']);
|
|
|
|
if ($ticket_reply_type == "Client") {
|
|
$ticket_reply_by_display = escapeHtml($row['contact_name']);
|
|
$user_initials = initials($row['contact_name']);
|
|
$user_avatar = escapeHtml($row['contact_photo']);
|
|
$avatar_link = "../uploads/clients/$client_id/$user_avatar";
|
|
} else {
|
|
$ticket_reply_by_display = escapeHtml($row['user_name']);
|
|
$user_id = intval($row['user_id']);
|
|
$user_avatar = escapeHtml($row['user_avatar']);
|
|
$user_initials = initials($row['user_name']);
|
|
$avatar_link = "../uploads/users/$user_id/$user_avatar";
|
|
$ticket_reply_time_worked = $row['ticket_reply_time_worked'];
|
|
}
|
|
|
|
$sql_ticket_reply_attachments = mysqli_query(
|
|
$mysqli,
|
|
"SELECT * FROM ticket_attachments
|
|
WHERE ticket_attachment_reply_id = $ticket_reply_id
|
|
AND ticket_attachment_ticket_id = $ticket_id"
|
|
);
|
|
|
|
?>
|
|
|
|
<!-- Begin ticket reply card -->
|
|
<div class="card border-left border-<?php if ($ticket_reply_type == 'Internal') { echo "dark"; } elseif ($ticket_reply_type == 'Client') { echo "warning"; } else { echo "info"; } ?> mb-3" style="border-left-width: 8px !important;">
|
|
<div class="card-header">
|
|
<div class="d-flex justify-content-between align-items-center w-100">
|
|
<!-- Left side content -->
|
|
<div class="d-flex align-items-center">
|
|
<?php if (!empty($user_avatar)) { ?>
|
|
<img src="<?= $avatar_link ?>" alt="User Avatar" class="img-size-50 mr-3 img-circle">
|
|
<?php } else { ?>
|
|
<span class="fa-stack fa-2x">
|
|
<i class="fa fa-circle fa-stack-2x text-secondary"></i>
|
|
<span class="fa fa-stack-1x text-white"><?= $user_initials ?></span>
|
|
</span>
|
|
<?php } ?>
|
|
|
|
<div class="ml-2">
|
|
<h3 class="card-title"><?= $ticket_reply_by_display ?></h3>
|
|
<div>
|
|
<?php if ($ticket_reply_type !== "Client" && $ticket_reply_time_worked !== "00:00:00") { ?>
|
|
<div>
|
|
<br>
|
|
<small>
|
|
<i class="far fa-fw fa-clock text-secondary"></i>
|
|
Time worked:
|
|
<span class="text-muted">
|
|
<?= formatDuration($ticket_reply_time_worked) ?>
|
|
</span>
|
|
</small>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
|
|
<!-- Right-side content -->
|
|
<div class="text-right d-flex flex-column align-items-end">
|
|
<div class="card-tools d-print-none mb-2">
|
|
<div class="dropdown dropleft">
|
|
<?php if (lookupUserPermission("module_support") >= 2) { ?>
|
|
<button class="btn btn-sm btn-tool" type="button" id="dropdownMenuButton" data-toggle="dropdown">
|
|
<i class="fas fa-fw fa-ellipsis-v"></i>
|
|
</button>
|
|
<div class="dropdown-menu">
|
|
<a href="#" class="dropdown-item ajax-modal"
|
|
data-modal-size = "lg"
|
|
data-modal-url="modals/ticket/ticket_reply_redact.php?id=<?= $ticket_reply_id ?>">
|
|
<i class="fas fa-fw fa-pen text-danger mr-2"></i>Redact
|
|
</a>
|
|
<?php if ($ticket_reply_type !== "Client" && empty($ticket_closed_at)) { ?>
|
|
<div class="dropdown-divider"></div>
|
|
<a href="#" class="dropdown-item ajax-modal"
|
|
data-modal-size = "lg"
|
|
data-modal-url="modals/ticket/ticket_reply_edit.php?id=<?=$ticket_reply_id ?>">
|
|
<i class="fas fa-fw fa-edit text-secondary mr-2"></i>Edit
|
|
</a>
|
|
<div class="dropdown-divider"></div>
|
|
<a class="dropdown-item text-danger confirm-link" href="post.php?archive_ticket_reply=<?= $ticket_reply_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-archive mr-2"></i>Archive
|
|
</a>
|
|
<?php } ?>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
|
|
<small class="text-muted">
|
|
<div title="Created: <?php echo $ticket_reply_created_at; if ($ticket_reply_updated_at) { echo '. Edited: ' . $ticket_reply_updated_at; } ?>">
|
|
<?php echo $ticket_reply_type . " - " . $ticket_reply_created_at_ago; if ($ticket_reply_updated_at) { echo '*'; } ?>
|
|
</div>
|
|
</small>
|
|
|
|
</div>
|
|
</div>
|
|
</div>
|
|
|
|
<div class="card-body prettyContent">
|
|
<?= $ticket_reply ?>
|
|
|
|
<table class="table-sm">
|
|
|
|
<?php
|
|
while ($ticket_attachment = mysqli_fetch_assoc($sql_ticket_reply_attachments)) {
|
|
$ticket_attachment_id = intval($ticket_attachment['ticket_attachment_id']);
|
|
$name = escapeHtml($ticket_attachment['ticket_attachment_name']);
|
|
|
|
?>
|
|
|
|
<tr>
|
|
<td><i class='fas fa-fw fa-paperclip text-secondary mr-1'></i><?= $name ?></td>
|
|
<td>
|
|
<a target='_blank' class='mr-1 ml-1' href='ticket_attachment.php?attachment_id=<?= $ticket_attachment_id; ?>&action=view'>[View]</a><a href='ticket_attachment.php?attachment_id=<?= $ticket_attachment_id; ?>'>[Download]</a>
|
|
</td>
|
|
</tr>
|
|
|
|
<?php
|
|
}
|
|
?>
|
|
</table>
|
|
</div>
|
|
</div>
|
|
<!-- End ticket reply card -->
|
|
|
|
<?php
|
|
|
|
}
|
|
|
|
?>
|
|
|
|
</div>
|
|
|
|
<div class="col-md-3">
|
|
|
|
<!-- Ticket activity right card -->
|
|
<div class="card">
|
|
<div class="card-header px-3 py-2">
|
|
<h5 class="card-title mt-1"><i class="fas fa-fw fa-history mr-2"></i>Activity Summary</h5>
|
|
|
|
<div class="card-tools">
|
|
<button type="button" class="btn btn-tool" data-card-widget="collapse">
|
|
<i class="fas fa-chevron-down"></i>
|
|
</button>
|
|
</div>
|
|
</div>
|
|
<div class="card-body p-3 ">
|
|
|
|
<!-- Created -->
|
|
<div>
|
|
<i class="fas fa-fw fa-calendar-alt text-secondary mr-1"></i><strong class="mr-1">Created:</strong><?= date('M d, Y', strtotime($ticket_date)) ?>
|
|
<span class="text-muted small">(<?= $ticket_created_at_ago ?>)</span>
|
|
</div>
|
|
|
|
<!-- Created by -->
|
|
<?php if ($ticket_created_by) {
|
|
$row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $ticket_created_by"));
|
|
$ticket_created_by_display = escapeHtml($row['user_name']);
|
|
?>
|
|
|
|
<div class="mt-2">
|
|
<i class="far fa-fw fa-user text-secondary mr-1"></i><strong class="mr-1">Created by:</strong><?= $ticket_created_by_display ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<!-- Source -->
|
|
<?php if ($ticket_source) { ?>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-inbox text-secondary mr-1"></i><strong class="mr-1">Source:</strong><?= $ticket_source ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<!-- Category -->
|
|
<?php if ($ticket_category) { ?>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-layer-group text-secondary mr-1"></i><strong class="mr-1">Category:</strong><?= $ticket_category_display ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<!-- First response (for SLA) -->
|
|
<?php if ($ticket_first_response_at) { ?>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-reply-all text-secondary mr-1"></i><strong class="mr-1">1st resp:</strong><?= date('M d • g:i A', strtotime($ticket_first_response_at)) ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<!-- SLA targets (stamped at creation by applyTicketSla) -->
|
|
<?php if ($ticket_sla_id && $ticket_response_due_at) { ?>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-stopwatch text-secondary mr-1"></i><strong class="mr-1">Respond by:</strong><?= date('M d • g:i A', strtotime($ticket_response_due_at)) ?>
|
|
<?php if (!is_null($ticket_response_sla_met)) { echo $ticket_response_sla_met ? "<i class='fas fa-fw fa-check text-success ml-1' title='Response SLA met'></i>" : "<i class='fas fa-fw fa-exclamation-triangle text-danger ml-1' title='Response SLA missed'></i>"; } ?>
|
|
</div>
|
|
<?php } ?>
|
|
<?php if ($ticket_sla_id && $ticket_resolution_due_at) { ?>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-flag-checkered text-secondary mr-1"></i><strong class="mr-1">Resolve by:</strong><?php if ($ticket_sla_paused && empty($ticket_resolved_at) && empty($ticket_closed_at)) { ?>
|
|
<span class="text-warning"><i class="fas fa-fw fa-pause-circle mr-1"></i>Paused</span>
|
|
<?php } else { ?>
|
|
<?= date('M d • g:i A', strtotime($ticket_resolution_due_at)) ?>
|
|
<?php } ?>
|
|
<?php if (!is_null($ticket_resolution_sla_met)) { echo $ticket_resolution_sla_met ? "<i class='fas fa-fw fa-check text-success ml-1' title='Resolution SLA met'></i>" : "<i class='fas fa-fw fa-exclamation-triangle text-danger ml-1' title='Resolution SLA missed'></i>"; } ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<!-- Time tracking -->
|
|
<?php if ($ticket_total_reply_time) { ?>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-stopwatch text-secondary mr-1"></i><strong class="mr-1">Total time:</strong><?= formatDuration($ticket_total_reply_time) ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<!-- Internal collaborators -->
|
|
<!-- Commented - there is still something wrong with this -->
|
|
<!-- --><?php //if ($ticket_collaborators) { ?>
|
|
<!-- <div class="mt-1">-->
|
|
<!-- <i class="fas fa-fw fa-users mr-2 text-secondary"></i><strong>Collaborators: </strong>--><?php //echo $ticket_collaborators; ?>
|
|
<!-- </div>-->
|
|
<!-- --><?php //} ?>
|
|
|
|
<!-- Resolved -->
|
|
<?php if ($ticket_resolved_at) { ?>
|
|
<hr>
|
|
<div class="mt-2" title="<?= $ticket_resolved_at ?>">
|
|
<i class="fas fa-fw fa-check text-secondary mr-1"></i><strong class="mr-1">Resolved:</strong><?= date('M d, Y • g:i A', strtotime($ticket_resolved_at)) . " ($ticket_resolved_at_ago)" ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<!-- Ticket closure info -->
|
|
<?php if ($ticket_closed_at) {
|
|
|
|
$ticket_closed_by_display = 'User';
|
|
if (!empty($ticket_closed_by)) {
|
|
$sql_closed_by = mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $ticket_closed_by");
|
|
$row = mysqli_fetch_assoc($sql_closed_by);
|
|
$ticket_closed_by_display = escapeHtml($row['user_name']);
|
|
}
|
|
?>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-user text-secondary mr-1"></i><strong class="mr-1">Closed by:</strong><?= ucwords($ticket_closed_by_display) ?>
|
|
</div>
|
|
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-clock text-secondary mr-1"></i><strong class="mr-1">Closed:</strong><?= date('M d, Y • g:i A', strtotime($ticket_closed_at)) . " ($ticket_closed_at_ago)" ?>
|
|
</div>
|
|
|
|
<?php if ($ticket_feedback) { ?>
|
|
<div class="mt-2">
|
|
<i class="fa fa-fw fa-comment-dots text-secondary mr-1"></i><strong>Feedback: </strong><?= $ticket_feedback ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php } ?>
|
|
<!-- END Ticket closure info -->
|
|
|
|
</div>
|
|
</div>
|
|
<!-- End details card -->
|
|
|
|
<!-- Tasks Card -->
|
|
<?php if (empty($ticket_resolved_at) || (!empty($ticket_resolved_at) && $task_count > 0)) { ?>
|
|
<div class="card">
|
|
<div class="card-header px-3 py-2">
|
|
<h5 class="card-title mt-1"><i class="fas fa-fw fa-tasks mr-2"></i>Tasks</h5>
|
|
<?php if (empty($ticket_resolved_at) && lookupUserPermission("module_support") >= 2) { ?>
|
|
<div class="card-tools">
|
|
<div class="dropdown dropleft text-center">
|
|
<button class="btn btn-tool" type="button" data-toggle="dropdown">
|
|
<i class="fas fa-ellipsis-v"></i>
|
|
</button>
|
|
<div class="dropdown-menu">
|
|
<a class="dropdown-item text-success" href="post.php?complete_all_tasks=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-check-double mr-2"></i>Mark All Complete
|
|
</a>
|
|
<div class="dropdown-divider"></div>
|
|
<a class="dropdown-item" href="post.php?undo_complete_all_tasks=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="far fa-fw fa-square mr-2"></i>Mark All Incomplete
|
|
</a>
|
|
<div class="dropdown-divider"></div>
|
|
<a class="dropdown-item text-danger confirm-link" href="#">
|
|
<i class="fas fa-fw fa-trash-alt mr-2"></i>Delete All
|
|
</a>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<div class="card-body p-0">
|
|
|
|
<?php if (empty($ticket_resolved_at) && lookupUserPermission("module_support") >= 2) { ?>
|
|
<form action="post.php" method="post" autocomplete="off">
|
|
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
|
|
<input type="hidden" name="ticket_id" value="<?= $ticket_id ?>">
|
|
<div class="form-group px-2 pt-3">
|
|
<div class="input-group input-group-sm">
|
|
<input type="text" class="form-control" name="name" placeholder="Create Task" required maxlength="255">
|
|
<div class="input-group-append">
|
|
<button type="submit" name="add_task" class="btn btn-outline-primary">
|
|
<i class="fas fa-check"></i>
|
|
</button>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</form>
|
|
<?php } ?>
|
|
|
|
<table class="table table-sm" id="tasks">
|
|
<?php
|
|
while ($row = mysqli_fetch_assoc($sql_tasks)) {
|
|
$task_id = intval($row['task_id']);
|
|
$task_name = escapeHtml($row['task_name']);
|
|
$task_completion_estimate = intval($row['task_completion_estimate']);
|
|
$task_completed_at = escapeHtml($row['task_completed_at']);
|
|
|
|
// Check for approvals
|
|
$task_needs_approval = false;
|
|
$task_needs_approval = mysqli_num_rows(mysqli_query(
|
|
$mysqli,
|
|
"SELECT 1 FROM task_approvals
|
|
WHERE approval_task_id = $task_id
|
|
AND approval_status IN ('pending','declined')
|
|
LIMIT 1"
|
|
)) > 0;
|
|
|
|
$approval_id = 0;
|
|
$user_can_approve = false;
|
|
$approval_rows = mysqli_query($mysqli, "
|
|
SELECT approval_id, approval_scope, approval_type, approval_required_user_id, approval_created_by
|
|
FROM task_approvals WHERE approval_task_id = $task_id AND approval_status = 'pending'
|
|
");
|
|
|
|
while ($approval = mysqli_fetch_assoc($approval_rows)) {
|
|
|
|
$scope = escapeHtml($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="<?= $task_id ?>">
|
|
<td class="px-3">
|
|
<?php if ($task_completed_at) { ?>
|
|
<i class="far fa-check-square text-success"></i>
|
|
<?php } elseif (lookupUserPermission("module_support") >= 2) { ?>
|
|
|
|
<?php if ($task_needs_approval) { ?>
|
|
<i class="fas fa-shield-alt text-warning"
|
|
data-toggle="tooltip"
|
|
data-placement="top"
|
|
title="Approval required"></i>
|
|
|
|
<?php if ($user_can_approve) { ?>
|
|
<a class="confirm-link" href="post.php?approve_ticket_task=<?= $task_id ?>&approval_id=<?= $approval_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-thumbs-up text-green" title="Approve task"></i>
|
|
</a>
|
|
<?php } ?>
|
|
|
|
<?php } else { ?>
|
|
<a href="post.php?complete_task=<?= $task_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="far fa-square text-dark"></i>
|
|
</a>
|
|
<?php } ?>
|
|
|
|
<?php } ?>
|
|
<span class="text-dark ml-2"><?= $task_name ?></span>
|
|
</td>
|
|
<td class="px-2">
|
|
<div class="float-right">
|
|
|
|
<div class="btn-group">
|
|
|
|
<button class="btn btn-sm btn-link drag-handle"><i class="fas fa-bars text-muted mr-1"></i></button>
|
|
|
|
<?php if (empty($ticket_resolved_at) && lookupUserPermission("module_support") >= 2) { ?>
|
|
|
|
<div class="dropdown dropleft text-center">
|
|
<button class="btn btn-light text-secondary btn-sm" type="button" data-toggle="dropdown">
|
|
<i class="fas 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=<?= $task_id ?>">
|
|
<i class="fas fa-fw fa-edit mr-2"></i>Edit
|
|
</a>
|
|
<?php if (!$task_completed_at) { ?>
|
|
<a class="dropdown-item ajax-modal" href="#"
|
|
data-modal-url="modals/ticket/ticket_task_approver_add.php?id=<?= $task_id ?>">
|
|
<i class="fas fa-fw fa-shield-alt mr-2"></i>Add Approvers
|
|
</a>
|
|
<?php } ?>
|
|
<?php if ($task_completed_at) { ?>
|
|
<a class="dropdown-item" href="post.php?undo_complete_task=<?= $task_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-arrow-circle-left mr-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=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-trash-alt mr-2"></i>Delete
|
|
</a>
|
|
</div>
|
|
</div>
|
|
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
</td>
|
|
</tr>
|
|
<?php
|
|
}
|
|
?>
|
|
</table>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
<!-- End Tasks Card -->
|
|
|
|
<!-- Contact card -->
|
|
<?php if ($contact_id) { ?>
|
|
<div class="card">
|
|
<div class="card-header px-3 py-2">
|
|
<h5 class="card-title mt-1"><i class="fas fa-fw fa-user-check mr-2"></i>Contact</h5>
|
|
<?php if (empty($ticket_resolved_at) && lookupUserPermission("module_support") >= 2) { ?>
|
|
<div class="card-tools">
|
|
<a class="btn btn-tool ajax-modal" href="#"
|
|
data-modal-url="modals/ticket/ticket_contact.php?id=<?= $ticket_id ?>">
|
|
<i class="fas fa-edit"></i>
|
|
</a>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<div class="card-body p-3">
|
|
|
|
<div>
|
|
<i class="fa fa-fw fa-user text-secondary mr-2"></i><a href="#" class="ajax-modal"
|
|
data-modal-size="lg"
|
|
data-modal-url="modals/contact/contact.php?id=<?= $contact_id ?>"><strong><?= $contact_name ?></strong>
|
|
</a>
|
|
</div>
|
|
|
|
<?php
|
|
|
|
if (!empty($location_name)) { ?>
|
|
<div class="mt-2">
|
|
<i class="fa fa-fw fa-map-marker-alt text-secondary mr-2"></i><?= $location_name ?>
|
|
</div>
|
|
<?php }
|
|
|
|
if (!empty($contact_email)) { ?>
|
|
<div class="mt-2">
|
|
<i class="fa fa-fw fa-envelope text-secondary mr-2"></i><a href="mailto:<?= $contact_email ?>"><?= $contact_email ?></a>
|
|
</div>
|
|
<?php }
|
|
|
|
if (!empty($contact_phone)) { ?>
|
|
<div class="mt-2">
|
|
<i class="fa fa-fw fa-phone text-secondary mr-2"></i><a href="tel:<?= $contact_phone ?>"><?= $contact_phone ?></a>
|
|
</div>
|
|
<?php }
|
|
|
|
if (!empty($contact_mobile)) { ?>
|
|
<div class="mt-2">
|
|
<i class="fa fa-fw fa-mobile-alt text-secondary mr-2"></i><a href="tel:<?= $contact_mobile ?>"><?= $contact_mobile ?></a>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
<!-- End contact card -->
|
|
|
|
<!-- Ticket watchers card -->
|
|
<?php if (empty($ticket_closed_at) && mysqli_num_rows($sql_ticket_watchers) > 0) { ?>
|
|
|
|
<div class="card">
|
|
<div class="card-header px-3 py-2">
|
|
<h5 class="card-title mt-1"><i class="fas fa-fw fa-eye mr-2"></i>Watchers</h5>
|
|
<?php if (empty($ticket_resolved_at) && lookupUserPermission("module_support") >= 2) { ?>
|
|
<div class="card-tools">
|
|
<a class="btn btn-tool ajax-modal" href="#" data-modal-url="modals/ticket/ticket_add_watcher.php?ticket_id=<?= $ticket_id ?>">
|
|
<i class="fas fa-fw fa-user-plus"></i>
|
|
</a>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<div class="card-body p-3">
|
|
|
|
<?php
|
|
// Get Watchers
|
|
while ($row = mysqli_fetch_assoc($sql_ticket_watchers)) {
|
|
$watcher_id = intval($row['watcher_id']);
|
|
$ticket_watcher_email = escapeHtml($row['watcher_email']);
|
|
?>
|
|
<div class='mt-1'>
|
|
<i class="fa fa-fw fa-envelope text-secondary mr-2"></i><?= $ticket_watcher_email ?>
|
|
<?php if (empty($ticket_closed_at)) { ?>
|
|
<a class="confirm-link float-right" href="post.php?delete_ticket_watcher=<?= $watcher_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-times text-secondary"></i>
|
|
</a>
|
|
<?php } ?>
|
|
</div>
|
|
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
<!-- End Ticket watchers card -->
|
|
|
|
<!-- Asset card -->
|
|
<?php if ($asset_id) { ?>
|
|
<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-desktop mr-2"></i>Assets</h5>
|
|
<?php if (empty($ticket_resolved_at) && lookupUserPermission("module_support") >= 2) { ?>
|
|
<div class="card-tools">
|
|
<a class="btn btn-tool ajax-modal" href="#" data-modal-url="modals/ticket/ticket_edit_asset.php?id=<?= $ticket_id ?>">
|
|
<i class="fas fa-fw fa-edit"></i>
|
|
</a>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<div class="card-body p-3">
|
|
<div>
|
|
<a class="ajax-modal" href="#" data-modal-size="lg"
|
|
data-modal-url="modals/asset/asset.php?<?= $client_url ?>&id=<?= $asset_id ?>">
|
|
<i class="fa fa-fw fa-<?= $asset_icon ?> text-secondary mr-2"></i><strong><?= $asset_name ?></strong>
|
|
</a>
|
|
</div>
|
|
<?php
|
|
while ($row = mysqli_fetch_assoc($sql_additional_assets)) {
|
|
$additional_asset_id = intval($row['asset_id']);
|
|
$additional_asset_name = escapeHtml($row['asset_name']);
|
|
$additional_asset_type = escapeHtml($row['asset_type']);
|
|
$additional_asset_icon = getAssetIcon($additional_asset_type);
|
|
?>
|
|
<div class="mt-1">
|
|
<a class="ajax-modal" href="#" data-modal-size="lg"
|
|
data-modal-url="modals/asset/asset.php?<?= $client_url ?>&id=<?= $additional_asset_id ?>">
|
|
<i class="fa fa-fw fa-<?= $additional_asset_icon ?> text-secondary mr-2"></i><?= $additional_asset_name ?>
|
|
</a>
|
|
<?php if (empty($ticket_closed_at)) { ?>
|
|
<a class="confirm-link float-right" href="post.php?delete_ticket_additional_asset=<?= $additional_asset_id; ?>&ticket_id=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" title="Remove asset from ticket">
|
|
<i class="fas fa-fw fa-times text-secondary"></i>
|
|
</a>
|
|
<?php } ?>
|
|
</div>
|
|
<?php
|
|
|
|
}
|
|
?>
|
|
</div>
|
|
</div>
|
|
<?php } // End if asset_id ?>
|
|
<!-- End Asset card -->
|
|
|
|
<!-- Vendor card -->
|
|
<?php if ($vendor_id) { ?>
|
|
<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-building mr-2"></i>Vendor</h5>
|
|
<?php if (empty($ticket_resolved_at) && lookupUserPermission("module_support") >= 2) { ?>
|
|
<div class="card-tools">
|
|
<a class="btn btn-tool ajax-modal" href="#" data-modal-url="modals/ticket/ticket_edit_vendor.php?ticket_id=<?= $ticket_id ?>">
|
|
<i class="fas fa-fw fa-edit"></i>
|
|
</a>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<div class="card-body p-3">
|
|
|
|
<div>
|
|
<i class="fa fa-fw fa-building text-secondary mr-2"></i><strong><?= $vendor_name ?></strong>
|
|
</div>
|
|
<?php
|
|
|
|
if (!empty($vendor_contact_name)) { ?>
|
|
<div class="mt-1">
|
|
<i class="fa fa-fw fa-user text-secondary mr-2"></i><?= $vendor_contact_name ?>
|
|
</div>
|
|
<?php }
|
|
|
|
if (!empty($ticket_vendor_ticket_number)) { ?>
|
|
<div class="mt-1">
|
|
<i class="fa fa-fw fa-tag text-secondary mr-2"></i><?= $ticket_vendor_ticket_number ?>
|
|
</div>
|
|
<?php }
|
|
|
|
if (!empty($vendor_email)) { ?>
|
|
<div class="mt-1">
|
|
<i class="fa fa-fw fa-envelope text-secondary mr-2"></i><a href="mailto:<?= $vendor_email ?>"><?= $vendor_email ?></a>
|
|
</div>
|
|
<?php }
|
|
|
|
if (!empty($vendor_phone)) { ?>
|
|
<div class="mt-1">
|
|
<i class="fa fa-fw fa-phone text-secondary mr-2"></i><?= $vendor_phone ?>
|
|
</div>
|
|
<?php }
|
|
|
|
if (!empty($vendor_website)) { ?>
|
|
<div class="mt-1">
|
|
<i class="fa fa-fw fa-globe text-secondary mr-2"></i><?= $vendor_website ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
</div>
|
|
</div>
|
|
<?php } //End Else ?>
|
|
<!-- End Vendor card -->
|
|
|
|
<!-- project card -->
|
|
<?php if ($project_id) { ?>
|
|
<div class="card">
|
|
<div class="card-header px-3 py-2">
|
|
<h5 class="card-title mt-1"><i class="fas fa-fw fa-project-diagram mr-2"></i>Project</h5>
|
|
<?php if (empty($ticket_resolved_at) && lookupUserPermission("module_support") >= 2) { ?>
|
|
<div class="card-tools">
|
|
<button type="button" class="btn btn-tool ajax-modal" data-modal-url="modals/ticket/ticket_edit_project.php?id=<?= $ticket_id ?>">
|
|
<i class="fas fa-edit"></i>
|
|
</button>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<div class="card-body p-3">
|
|
<div>
|
|
<i class="fa fa-fw fa-project-diagram text-secondary mr-2"></i><a href="project.php?project_id=<?= $project_id ?>" target="_blank"><strong><?= $project_name ?><i class="fa fa-fw fa-external-link-alt ml-1"></i></strong>
|
|
</a>
|
|
</div>
|
|
|
|
<?php if ($project_manager) { ?>
|
|
<div class="mt-2">
|
|
<i class="fa fa-fw fa-user-tie text-secondary mr-2"></i><?= $project_manager_name ?>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
<!-- End project card -->
|
|
|
|
</div> <!-- End col-3 -->
|
|
|
|
</div> <!-- End row -->
|
|
|
|
<?php
|
|
}
|
|
}
|
|
|
|
require_once "../includes/footer.php";
|
|
|
|
?>
|
|
|
|
<script src="/js/show_modals.js"></script>
|
|
|
|
<?php if (empty($ticket_closed_at)) { ?>
|
|
<!-- 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>
|
|
|
|
<!-- 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>
|
|
new Sortable(document.querySelector('table#tasks tbody'), {
|
|
handle: '.drag-handle',
|
|
animation: 150,
|
|
onEnd: function (evt) {
|
|
const rows = document.querySelectorAll('table#tasks tbody tr');
|
|
const positions = Array.from(rows).map((row, index) => ({
|
|
id: row.dataset.taskId,
|
|
order: index
|
|
}));
|
|
|
|
$.post('ajax.php', {
|
|
update_ticket_tasks_order: true,
|
|
csrf_token: '<?= $_SESSION['csrf_token'] ?>',
|
|
ticket_id: <?= $ticket_id ?>,
|
|
positions: positions
|
|
});
|
|
}
|
|
});
|
|
</script>
|