mirror of
https://github.com/itflow-org/itflow
synced 2026-11-11 15:07:24 +00:00
1025 lines
54 KiB
PHP
1025 lines
54 KiB
PHP
<?php
|
|
|
|
/*
|
|
* Ticket templates - a ticket ready to raise: its subject, details and tasks,
|
|
* and how it is set up - category, priority, billing, who it goes to, when it
|
|
* is due, and its tags.
|
|
*
|
|
* Admin > Ticket Templates makes them (admin/ticket_templates.php,
|
|
* admin/ticket_template.php, admin/post/ticket_template.php). They are picked
|
|
* on New Ticket, the New Tickets windows of the assets and clients lists and
|
|
* recurring tickets (agent/includes/inc_ticket_template_select.php, which
|
|
* fills in the form - agent/js/ticket_tasks_modal.js), and a project template
|
|
* raises its ticket templates as they are (projectApplyTemplate()).
|
|
*
|
|
* Words in square brackets - [Client], [Contact], [Asset], [Site], [Agent],
|
|
* [Project], [Ticket], [Date], [Month], [Quarter] and [Year] - are filled in
|
|
* from the ticket when it is raised (ticketPlaceholdersFill()). Anything else
|
|
* in brackets, [Employee Name] say, is a fill-in: asked for when the ticket is
|
|
* raised (as text, a date, a choice from a list, or yes or no - optional
|
|
* unless the template says otherwise), filled in wherever it appears, and
|
|
* kept on the ticket as its summary (ticket_fill_ins). One left blank stays in
|
|
* the text for whoever picks it up, and can be answered on the ticket later.
|
|
* A template's task can be for some answers only - "Order a laptop" when
|
|
* Needs a laptop is Yes.
|
|
*
|
|
* A ticket keeps which template it came from (tickets.ticket_template_id), so
|
|
* a template shows how often it is used and its recent tickets.
|
|
*
|
|
* A template can be offered in the client portal as a request form - "Onboard
|
|
* a new employee" - to everyone with portal access or the primary and
|
|
* technical contacts only, at every client or the ones picked. Its fill-ins
|
|
* the client is asked are the form; the ticket is raised with everything the
|
|
* template sets up (ticketTemplatePortalRaise(), client/ticket_add.php).
|
|
*/
|
|
|
|
/** The placeholders filled in from the ticket - what each becomes. */
|
|
const TICKET_PLACEHOLDERS = [
|
|
'Client' => "the client's name",
|
|
'Contact' => "the contact's name",
|
|
'Asset' => "the asset's name",
|
|
'Site' => "the site's name",
|
|
'Agent' => 'the agent it is assigned to, or the agent who raised it',
|
|
'Project' => "the project's name",
|
|
'Ticket' => 'its number - TCK-123',
|
|
'Date' => "today's date",
|
|
'Month' => 'the month - October 2026',
|
|
'Quarter' => 'the quarter - Q4 2026',
|
|
'Year' => 'the year',
|
|
];
|
|
|
|
/** What can go in square brackets - a letter, then up to 40 letters, digits, spaces, _ - and /. A regex fragment. */
|
|
const TICKET_PLACEHOLDER_NAME = '[A-Za-z][A-Za-z0-9 _\-\/]{0,40}';
|
|
|
|
/** One template with its category and the agent it goes to, or null. Archived ones too. */
|
|
function ticketTemplateRow($ticket_template_id) {
|
|
global $mysqli;
|
|
$ticket_template_id = intval($ticket_template_id);
|
|
if (!$ticket_template_id) {
|
|
return null;
|
|
}
|
|
$row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT ticket_templates.*, category_name, category_color, category_icon, category_type, category_description,
|
|
user_name AS assignee_name, user_avatar AS assignee_avatar
|
|
FROM ticket_templates
|
|
LEFT JOIN categories ON category_id = ticket_template_category_id AND ticket_template_category_id > 0
|
|
LEFT JOIN users ON user_id = ticket_template_assigned_to AND ticket_template_assigned_to > 0
|
|
WHERE ticket_template_id = $ticket_template_id LIMIT 1"));
|
|
return $row ?: null;
|
|
}
|
|
|
|
/*
|
|
* Templates' tasks, in order - [template id => [['id', 'name', 'estimate',
|
|
* 'when' => ['fill_in', 'value'] or null], ...]]. 'when': only for that answer.
|
|
*/
|
|
function ticketTemplateTasksFor(array $ticket_template_ids) {
|
|
global $mysqli;
|
|
$ids = array_values(array_filter(array_map('intval', $ticket_template_ids)));
|
|
$tasks = array_fill_keys($ids, []);
|
|
if (!$ids) {
|
|
return $tasks;
|
|
}
|
|
$sql = mysqli_query($mysqli, "SELECT task_template_id, task_template_ticket_template_id, task_template_name, task_template_completion_estimate, task_template_when_fill_in, task_template_when_value
|
|
FROM task_templates WHERE task_template_ticket_template_id IN (" . implode(',', $ids) . ") ORDER BY task_template_order ASC, task_template_id ASC");
|
|
while ($row = mysqli_fetch_assoc($sql)) {
|
|
$when = trim((string) $row['task_template_when_fill_in']) !== '' ? ['fill_in' => (string) $row['task_template_when_fill_in'], 'value' => (string) $row['task_template_when_value']] : null;
|
|
$tasks[intval($row['task_template_ticket_template_id'])][] = ['id' => intval($row['task_template_id']), 'name' => (string) $row['task_template_name'],
|
|
'estimate' => intval($row['task_template_completion_estimate']), 'when' => $when];
|
|
}
|
|
return $tasks;
|
|
}
|
|
|
|
/** One template's tasks, in order (ticketTemplateTasksFor()). */
|
|
function ticketTemplateTasks($ticket_template_id) {
|
|
return ticketTemplateTasksFor([$ticket_template_id])[intval($ticket_template_id)] ?? [];
|
|
}
|
|
|
|
/** The ticket tags a template gives its tickets - ids, the archived ones too. */
|
|
function ticketTemplateTagIds($ticket_template_id) {
|
|
global $mysqli;
|
|
$ids = [];
|
|
$sql = mysqli_query($mysqli, "SELECT tag_id FROM ticket_template_tags WHERE ticket_template_id = " . intval($ticket_template_id) . " ORDER BY tag_id");
|
|
while ($row = mysqli_fetch_row($sql)) {
|
|
$ids[] = intval($row[0]);
|
|
}
|
|
return $ids;
|
|
}
|
|
|
|
/** "4 hours", "1 day", "3 days" - when a template's tickets fall due; '' for not set. */
|
|
function ticketTemplateDueText($hours) {
|
|
$hours = intval($hours);
|
|
if ($hours <= 0) {
|
|
return '';
|
|
}
|
|
if ($hours % 24 === 0) {
|
|
$days = intdiv($hours, 24);
|
|
return $days === 1 ? '1 day' : "$days days";
|
|
}
|
|
return $hours === 1 ? '1 hour' : "$hours hours";
|
|
}
|
|
|
|
/** Tasks' time in words - "45m", "2h 30m". */
|
|
function ticketTemplateMinutesText($minutes) {
|
|
$minutes = max(0, intval($minutes));
|
|
return formatDuration(sprintf('%02d:%02d:00', intdiv($minutes, 60), $minutes % 60));
|
|
}
|
|
|
|
/** Square-bracket words in some text - [Client], [Employee Name] - each once, as first written. HTML is read as its text. */
|
|
function ticketTemplatePlaceholdersIn($text) {
|
|
$text = str_replace("\u{00A0}", ' ', html_entity_decode(strip_tags((string) $text), ENT_QUOTES | ENT_HTML5, 'UTF-8'));
|
|
preg_match_all('/\[(' . TICKET_PLACEHOLDER_NAME . ')\]/', $text, $matches);
|
|
$found = [];
|
|
foreach ($matches[1] as $name) {
|
|
$name = preg_replace('/ {2,}/', ' ', trim($name));
|
|
$found[strtolower($name)] = $found[strtolower($name)] ?? $name;
|
|
}
|
|
return array_values($found);
|
|
}
|
|
|
|
/** When a ticket raised now from a template that is due in $hours is due - 'Y-m-d H:i:s', or null for not set. */
|
|
function ticketTemplateDueAt($hours) {
|
|
$hours = intval($hours);
|
|
return $hours > 0 ? date('Y-m-d H:i:s', time() + $hours * 3600) : null;
|
|
}
|
|
|
|
/*
|
|
* A template's form, posted (admin/modals/ticket_template/ticket_template_form.php),
|
|
* checked - its fields raw, or null with $error saying why. The due time is
|
|
* due_amount in due_unit (hours or days).
|
|
*/
|
|
function ticketTemplateFields(array $post, &$error = '') {
|
|
$name = trim(mb_substr(preg_replace('/\s+/', ' ', strip_tags((string) ($post['name'] ?? ''))), 0, 200));
|
|
if ($name === '') {
|
|
$error = 'A template needs a name.';
|
|
return null;
|
|
}
|
|
$priority = (string) ($post['priority'] ?? '');
|
|
$billable = (string) ($post['billable'] ?? '');
|
|
if (intval($post['portal'] ?? 0) && ($post['portal_all_clients'] ?? '1') === '0' && !array_filter(array_map('intval', (array) ($post['portal_clients'] ?? [])))) {
|
|
$error = 'Pick the clients that see it in the portal, or offer it at every client.';
|
|
return null;
|
|
}
|
|
$amount = max(0, intval($post['due_amount'] ?? 0));
|
|
$hours = ($post['due_unit'] ?? 'days') === 'hours' ? $amount : $amount * 24;
|
|
return [
|
|
'name' => $name,
|
|
'description' => trim(mb_substr(strip_tags((string) ($post['description'] ?? '')), 0, 500)),
|
|
'subject' => trim(mb_substr(strip_tags((string) ($post['subject'] ?? '')), 0, 500)),
|
|
'details' => (string) ($post['details'] ?? ''),
|
|
'category_id' => ticketCategoryId($post['category_id'] ?? 0),
|
|
'priority' => in_array($priority, TICKET_PRIORITIES, true) ? $priority : null,
|
|
'billable' => $billable === '1' ? 1 : ($billable === '0' ? 0 : null),
|
|
'assigned_to' => ticketAgentId($post['assigned_to'] ?? 0),
|
|
'due_hours' => min($hours, 24 * 366),
|
|
'tags' => (array) ($post['tags'] ?? []),
|
|
// The client portal - its request form
|
|
'portal' => intval($post['portal'] ?? 0) ? 1 : 0,
|
|
'portal_title' => trim(mb_substr(preg_replace('/\s+/', ' ', strip_tags((string) ($post['portal_title'] ?? ''))), 0, 200)),
|
|
'portal_description' => trim(mb_substr(preg_replace('/\s+/', ' ', strip_tags((string) ($post['portal_description'] ?? ''))), 0, 500)),
|
|
'portal_icon' => isset(TICKET_TEMPLATE_PORTAL_ICONS[$post['portal_icon'] ?? '']) ? $post['portal_icon'] : '',
|
|
'portal_who' => isset(TICKET_TEMPLATE_PORTAL_WHO[$post['portal_who'] ?? '']) ? $post['portal_who'] : 'everyone',
|
|
'portal_all_clients' => ($post['portal_all_clients'] ?? '1') === '0' ? 0 : 1,
|
|
'portal_clients' => array_values(array_unique(array_filter(array_map('intval', (array) ($post['portal_clients'] ?? []))))),
|
|
];
|
|
}
|
|
|
|
/** Save a template's fields (ticketTemplateFields()) - a new one when $ticket_template_id is 0. Its id. */
|
|
function ticketTemplateSave($ticket_template_id, array $f) {
|
|
global $mysqli;
|
|
$ticket_template_id = intval($ticket_template_id);
|
|
$set = "ticket_template_name = '" . escapeSql($f['name']) . "', ticket_template_description = '" . escapeSql($f['description']) . "',
|
|
ticket_template_subject = '" . escapeSql($f['subject']) . "', ticket_template_details = '" . mysqli_real_escape_string($mysqli, $f['details']) . "',
|
|
ticket_template_category_id = " . intval($f['category_id']) . ", ticket_template_priority = " . ($f['priority'] === null ? 'NULL' : "'" . escapeSql($f['priority']) . "'") . ",
|
|
ticket_template_billable = " . ($f['billable'] === null ? 'NULL' : intval($f['billable'])) . ", ticket_template_assigned_to = " . intval($f['assigned_to']) . ",
|
|
ticket_template_due_hours = " . intval($f['due_hours']) . ", ticket_template_portal = " . intval($f['portal'] ?? 0) . ",
|
|
ticket_template_portal_title = " . (($f['portal_title'] ?? '') !== '' ? "'" . escapeSql($f['portal_title']) . "'" : 'NULL') . ",
|
|
ticket_template_portal_description = " . (($f['portal_description'] ?? '') !== '' ? "'" . escapeSql($f['portal_description']) . "'" : 'NULL') . ",
|
|
ticket_template_portal_icon = " . (($f['portal_icon'] ?? '') !== '' ? "'" . escapeSql($f['portal_icon']) . "'" : 'NULL') . ",
|
|
ticket_template_portal_who = '" . escapeSql($f['portal_who'] ?? 'everyone') . "', ticket_template_portal_all_clients = " . intval($f['portal_all_clients'] ?? 1);
|
|
if ($ticket_template_id) {
|
|
mysqli_query($mysqli, "UPDATE ticket_templates SET $set WHERE ticket_template_id = $ticket_template_id");
|
|
} else {
|
|
mysqli_query($mysqli, "INSERT INTO ticket_templates SET $set");
|
|
$ticket_template_id = intval(mysqli_insert_id($mysqli));
|
|
}
|
|
ticketTemplateSetTags($ticket_template_id, $f['tags']);
|
|
if (isset($f['portal_clients'])) {
|
|
ticketTemplateSetPortalClients($ticket_template_id, $f['portal_clients']);
|
|
}
|
|
return $ticket_template_id;
|
|
}
|
|
|
|
/** The clients a template's portal form is for, when it isn't for them all - ids. */
|
|
function ticketTemplatePortalClientIds($ticket_template_id) {
|
|
global $mysqli;
|
|
$ids = [];
|
|
$sql = mysqli_query($mysqli, "SELECT client_id FROM ticket_template_portal_clients WHERE ticket_template_id = " . intval($ticket_template_id) . " ORDER BY client_id");
|
|
while ($row = mysqli_fetch_row($sql)) {
|
|
$ids[] = intval($row[0]);
|
|
}
|
|
return $ids;
|
|
}
|
|
|
|
/** Set the clients a template's portal form is for - the ones that exist. */
|
|
function ticketTemplateSetPortalClients($ticket_template_id, array $client_ids) {
|
|
global $mysqli;
|
|
$ticket_template_id = intval($ticket_template_id);
|
|
mysqli_query($mysqli, "DELETE FROM ticket_template_portal_clients WHERE ticket_template_id = $ticket_template_id");
|
|
$client_ids = array_values(array_filter(array_map('intval', $client_ids)));
|
|
if ($client_ids) {
|
|
mysqli_query($mysqli, "INSERT IGNORE INTO ticket_template_portal_clients (ticket_template_id, client_id)
|
|
SELECT $ticket_template_id, client_id FROM clients WHERE client_id IN (" . implode(',', $client_ids) . ")");
|
|
}
|
|
}
|
|
|
|
/* Set a template's tags from a Tags field - ticket tags, as tagSetForRecord() takes them. The ids it has now. */
|
|
function ticketTemplateSetTags($ticket_template_id, array $values) {
|
|
global $mysqli;
|
|
$ticket_template_id = intval($ticket_template_id);
|
|
$had = ticketTemplateTagIds($ticket_template_id);
|
|
$keep = tagKeepIds('ticket', tagIdsFromValues('ticket', $values), $had);
|
|
$remove = array_diff($had, $keep);
|
|
if ($remove) {
|
|
mysqli_query($mysqli, "DELETE FROM ticket_template_tags WHERE ticket_template_id = $ticket_template_id AND tag_id IN (" . implode(',', $remove) . ")");
|
|
}
|
|
foreach (array_diff($keep, $had) as $tag_id) {
|
|
mysqli_query($mysqli, "INSERT IGNORE INTO ticket_template_tags SET ticket_template_id = $ticket_template_id, tag_id = " . intval($tag_id));
|
|
}
|
|
return $keep;
|
|
}
|
|
|
|
/** A copy of a template - "Copy of" its name, its tasks, tags and fill-ins - not archived. The new one's id, or 0. */
|
|
function ticketTemplateCopy($ticket_template_id) {
|
|
global $mysqli;
|
|
$row = ticketTemplateRow($ticket_template_id);
|
|
if (!$row) {
|
|
return 0;
|
|
}
|
|
$new_id = ticketTemplateSave(0, [
|
|
'name' => mb_substr('Copy of ' . $row['ticket_template_name'], 0, 200), 'description' => (string) $row['ticket_template_description'],
|
|
'subject' => (string) $row['ticket_template_subject'], 'details' => (string) $row['ticket_template_details'],
|
|
'category_id' => intval($row['ticket_template_category_id']), 'priority' => $row['ticket_template_priority'],
|
|
'billable' => $row['ticket_template_billable'] === null ? null : intval($row['ticket_template_billable']),
|
|
'assigned_to' => intval($row['ticket_template_assigned_to']), 'due_hours' => intval($row['ticket_template_due_hours']),
|
|
'tags' => [],
|
|
]);
|
|
foreach (ticketTemplateTagIds($ticket_template_id) as $tag_id) {
|
|
mysqli_query($mysqli, "INSERT IGNORE INTO ticket_template_tags SET ticket_template_id = $new_id, tag_id = $tag_id");
|
|
}
|
|
foreach (ticketTemplateTasks($ticket_template_id) as $order => $task) {
|
|
mysqli_query($mysqli, "INSERT INTO task_templates SET task_template_name = '" . escapeSql($task['name']) . "', task_template_order = " . ($order + 1) . ",
|
|
task_template_completion_estimate = " . intval($task['estimate']) . ", task_template_ticket_template_id = $new_id,
|
|
task_template_when_fill_in = " . ($task['when'] ? "'" . escapeSql($task['when']['fill_in']) . "'" : 'NULL') . ",
|
|
task_template_when_value = " . ($task['when'] ? "'" . escapeSql($task['when']['value']) . "'" : 'NULL'));
|
|
}
|
|
mysqli_query($mysqli, "INSERT INTO ticket_template_fill_ins (fill_in_ticket_template_id, fill_in_name, fill_in_type, fill_in_options, fill_in_required, fill_in_client, fill_in_help, fill_in_order)
|
|
SELECT $new_id, fill_in_name, fill_in_type, fill_in_options, fill_in_required, fill_in_client, fill_in_help, fill_in_order FROM ticket_template_fill_ins WHERE fill_in_ticket_template_id = " . intval($ticket_template_id));
|
|
// Offered in the portal as it was - but not twice under the same title, so the copy starts off it
|
|
mysqli_query($mysqli, "UPDATE ticket_templates t JOIN ticket_templates o ON o.ticket_template_id = " . intval($ticket_template_id) . "
|
|
SET t.ticket_template_portal_title = o.ticket_template_portal_title, t.ticket_template_portal_description = o.ticket_template_portal_description,
|
|
t.ticket_template_portal_icon = o.ticket_template_portal_icon, t.ticket_template_portal_who = o.ticket_template_portal_who,
|
|
t.ticket_template_portal_all_clients = o.ticket_template_portal_all_clients, t.ticket_template_portal = 0
|
|
WHERE t.ticket_template_id = $new_id");
|
|
mysqli_query($mysqli, "INSERT IGNORE INTO ticket_template_portal_clients (ticket_template_id, client_id)
|
|
SELECT $new_id, client_id FROM ticket_template_portal_clients WHERE ticket_template_id = " . intval($ticket_template_id));
|
|
return $new_id;
|
|
}
|
|
|
|
/** How templates are used - [id => ['count' => tickets raised, 'open' => still open, 'last' => when the last was raised]]. */
|
|
function ticketTemplateUsage(array $ticket_template_ids) {
|
|
global $mysqli;
|
|
$ids = array_values(array_filter(array_map('intval', $ticket_template_ids)));
|
|
$usage = [];
|
|
if (!$ids) {
|
|
return $usage;
|
|
}
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_template_id, COUNT(*) AS used, SUM(ticket_closed_at IS NULL AND ticket_resolved_at IS NULL) AS still_open, MAX(ticket_created_at) AS last_used
|
|
FROM tickets WHERE ticket_template_id IN (" . implode(',', $ids) . ") AND ticket_archived_at IS NULL GROUP BY ticket_template_id");
|
|
while ($row = mysqli_fetch_assoc($sql)) {
|
|
$usage[intval($row['ticket_template_id'])] = ['count' => intval($row['used']), 'open' => intval($row['still_open']), 'last' => $row['last_used']];
|
|
}
|
|
return $usage;
|
|
}
|
|
|
|
/*
|
|
* How a template sets up its tickets, as little badges - its priority,
|
|
* category, billing, agent and due time. HTML; '' when it sets none of them.
|
|
*/
|
|
function ticketTemplateDefaultsHtml(array $row) {
|
|
$chips = [];
|
|
if (!empty($row['ticket_template_priority'])) {
|
|
$chips[] = ticketPriorityHtml($row['ticket_template_priority'], 'detail');
|
|
}
|
|
if (intval($row['ticket_template_category_id']) && !empty($row['category_name'])) {
|
|
$chips[] = '<span class="badge rounded-pill text-bg-light border fw-normal">' . categoryChip(['category_name' => $row['category_name'], 'category_type' => 'Ticket', 'category_color' => $row['category_color'] ?? '', 'category_icon' => $row['category_icon'] ?? '']) . '</span>';
|
|
}
|
|
if ($row['ticket_template_billable'] !== null) {
|
|
$chips[] = '<span class="badge rounded-pill text-bg-light border fw-normal"><i class="fas fa-fw fa-' . (intval($row['ticket_template_billable']) ? 'dollar-sign text-success' : 'ban text-secondary') . ' me-1"></i>' . (intval($row['ticket_template_billable']) ? 'Billable' : 'Not billable') . '</span>';
|
|
}
|
|
if (intval($row['ticket_template_assigned_to']) && !empty($row['assignee_name'])) {
|
|
$chips[] = '<span class="badge rounded-pill text-bg-light border fw-normal"><i class="fas fa-fw fa-user-check text-secondary me-1"></i>' . escapeHtml($row['assignee_name']) . '</span>';
|
|
}
|
|
if (intval($row['ticket_template_due_hours'])) {
|
|
$chips[] = '<span class="badge rounded-pill text-bg-light border fw-normal"><i class="fas fa-fw fa-calendar-check text-secondary me-1"></i>Due in ' . ticketTemplateDueText($row['ticket_template_due_hours']) . '</span>';
|
|
}
|
|
return $chips ? '<span class="d-inline-flex flex-wrap gap-1 align-items-center">' . implode('', $chips) . '</span>' : '';
|
|
}
|
|
|
|
/*
|
|
* What picking a template puts into a ticket form - the data attributes of
|
|
* its <option> (agent/includes/inc_ticket_template_select.php), which
|
|
* agent/js/ticket_tasks_modal.js reads. Due is the local date and time it
|
|
* would be due if raised now. '' values leave the form's field alone.
|
|
* Fill-ins: what it asks for (ticketTemplateFillIns()); a task's 'when' is
|
|
* the answer it is for.
|
|
*/
|
|
function ticketTemplatePickerData(array $row, array $tasks, array $tag_ids, array $fill_ins = []) {
|
|
$due = ticketTemplateDueAt($row['ticket_template_due_hours']);
|
|
return [
|
|
'subject' => (string) $row['ticket_template_subject'],
|
|
'details' => (string) $row['ticket_template_details'],
|
|
'tasks' => json_encode(array_map(function ($task) {
|
|
return ['name' => $task['name'], 'estimate' => $task['estimate'], 'when' => $task['when'] ?? null];
|
|
}, $tasks)),
|
|
'fill-ins' => $fill_ins ? json_encode(array_map(function ($fill_in) {
|
|
return ['name' => $fill_in['name'], 'type' => $fill_in['type'], 'options' => $fill_in['options'], 'required' => (bool) $fill_in['required'], 'help' => $fill_in['help']];
|
|
}, $fill_ins)) : '',
|
|
'priority' => (string) ($row['ticket_template_priority'] ?? ''),
|
|
'category' => intval($row['ticket_template_category_id']) ? (string) intval($row['ticket_template_category_id']) : '',
|
|
'billable' => $row['ticket_template_billable'] === null ? '' : (string) intval($row['ticket_template_billable']),
|
|
'assigned' => intval($row['ticket_template_assigned_to']) ? (string) intval($row['ticket_template_assigned_to']) : '',
|
|
'due' => $due ? date('Y-m-d\TH:i', strtotime($due)) : '',
|
|
'tags' => $tag_ids ? implode(',', $tag_ids) : '',
|
|
];
|
|
}
|
|
|
|
/* ---------------------------------------------------------------- fill-ins */
|
|
|
|
/** The kinds of fill-in - what each is called, and its icon. */
|
|
const TICKET_FILL_IN_TYPES = [
|
|
'text' => ['label' => 'Text', 'icon' => 'fa-font'],
|
|
'date' => ['label' => 'Date', 'icon' => 'fa-calendar-day'],
|
|
'list' => ['label' => 'List', 'icon' => 'fa-list-ul'],
|
|
'yesno' => ['label' => 'Yes or no', 'icon' => 'fa-toggle-on'],
|
|
];
|
|
|
|
/*
|
|
* A fill-in's name, tidied - as it goes in square brackets, so the same
|
|
* letters, digits, spaces, _ - and / - or '' when it can't be one. The names
|
|
* filled in from the ticket ([Client] and the rest) can't be.
|
|
*/
|
|
function ticketFillInName($name) {
|
|
$name = trim(preg_replace('/\s+/', ' ', strip_tags((string) $name)), " []");
|
|
if (!preg_match('/^' . TICKET_PLACEHOLDER_NAME . '$/', $name) || isset(array_change_key_case(TICKET_PLACEHOLDERS)[strtolower($name)])) {
|
|
return '';
|
|
}
|
|
return $name;
|
|
}
|
|
|
|
/** A list fill-in's choices from the box they are typed into - one per line, each once, up to 50. */
|
|
function ticketFillInOptions($text) {
|
|
$options = [];
|
|
foreach (preg_split('/\R/', (string) $text) as $line) {
|
|
$line = trim(mb_substr(preg_replace('/\s+/', ' ', strip_tags($line)), 0, 100));
|
|
if ($line !== '' && !isset($options[mb_strtolower($line)])) {
|
|
$options[mb_strtolower($line)] = $line;
|
|
}
|
|
}
|
|
return array_slice(array_values($options), 0, 50);
|
|
}
|
|
|
|
/*
|
|
* The fill-ins set up on templates - [template id => [['id', 'name', 'type',
|
|
* 'options' => [..], 'required' => bool, 'client' => bool (asked on the
|
|
* portal form and shown on the client's ticket), 'help'], ...]], in their order.
|
|
*/
|
|
function ticketTemplateFillInRowsFor(array $ticket_template_ids) {
|
|
global $mysqli;
|
|
$ids = array_values(array_filter(array_map('intval', $ticket_template_ids)));
|
|
$rows = array_fill_keys($ids, []);
|
|
if (!$ids) {
|
|
return $rows;
|
|
}
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM ticket_template_fill_ins WHERE fill_in_ticket_template_id IN (" . implode(',', $ids) . ") ORDER BY fill_in_order ASC, fill_in_id ASC");
|
|
while ($row = mysqli_fetch_assoc($sql)) {
|
|
$rows[intval($row['fill_in_ticket_template_id'])][] = [
|
|
'id' => intval($row['fill_in_id']),
|
|
'name' => (string) $row['fill_in_name'],
|
|
'type' => isset(TICKET_FILL_IN_TYPES[$row['fill_in_type']]) ? $row['fill_in_type'] : 'text',
|
|
'options' => ticketFillInOptions($row['fill_in_options']),
|
|
'required' => (bool) intval($row['fill_in_required']),
|
|
'client' => (bool) intval($row['fill_in_client']),
|
|
'help' => (string) $row['fill_in_help'],
|
|
];
|
|
}
|
|
return $rows;
|
|
}
|
|
|
|
/*
|
|
* Everything a template asks for, in order - the ones set up (their rows),
|
|
* then the other bracketed words in its subject, details and tasks, as plain
|
|
* optional text. Each ['id' (0 when not set up), 'name', 'type', 'options',
|
|
* 'required', 'client', 'help', 'in_text' => whether it is in the text].
|
|
*/
|
|
function ticketTemplateFillIns(array $template, array $tasks, array $rows) {
|
|
$known = array_map('strtolower', array_keys(TICKET_PLACEHOLDERS));
|
|
$in_text = [];
|
|
foreach (ticketTemplatePlaceholdersIn($template['ticket_template_subject'] . ' ' . $template['ticket_template_details'] . ' ' . implode(' ', array_column($tasks, 'name'))) as $name) {
|
|
if (!in_array(strtolower($name), $known, true)) {
|
|
$in_text[strtolower($name)] = $name;
|
|
}
|
|
}
|
|
$fill_ins = [];
|
|
foreach ($rows as $row) {
|
|
$key = strtolower($row['name']);
|
|
$fill_ins[$key] = $row + ['in_text' => isset($in_text[$key])];
|
|
}
|
|
foreach ($in_text as $key => $name) {
|
|
$fill_ins[$key] = $fill_ins[$key] ?? ['id' => 0, 'name' => $name, 'type' => 'text', 'options' => [], 'required' => false, 'client' => true, 'help' => '', 'in_text' => true];
|
|
}
|
|
return array_values($fill_ins);
|
|
}
|
|
|
|
/** Everything one template asks for (ticketTemplateFillIns()) - [] when it is gone. */
|
|
function ticketTemplateFillInsFor($ticket_template_id) {
|
|
$template = ticketTemplateRow($ticket_template_id);
|
|
if (!$template) {
|
|
return [];
|
|
}
|
|
$id = intval($template['ticket_template_id']);
|
|
return ticketTemplateFillIns($template, ticketTemplateTasks($id), ticketTemplateFillInRowsFor([$id])[$id]);
|
|
}
|
|
|
|
/*
|
|
* The answers posted for some fill-ins (fill_ins[Name] = value), checked -
|
|
* each fill-in with its 'value' ('' when not given): text tidied, a date as
|
|
* Y-m-d, a list's choice as written there, yes or no as Yes or No. Null with
|
|
* $error saying what is wrong - a required one left blank (unless
|
|
* $required is false), a date that isn't one, a choice that isn't offered.
|
|
*/
|
|
function ticketFillInAnswers(array $fill_ins, $posted, &$error = '', $required = true) {
|
|
$given = [];
|
|
foreach ((array) $posted as $name => $value) {
|
|
$given[strtolower(trim((string) $name))] = is_array($value) ? '' : trim((string) $value);
|
|
}
|
|
$answers = [];
|
|
foreach ($fill_ins as $fill_in) {
|
|
$raw = $given[strtolower($fill_in['name'])] ?? '';
|
|
$value = '';
|
|
if ($raw !== '') {
|
|
switch ($fill_in['type']) {
|
|
case 'date':
|
|
$date = DateTime::createFromFormat('!Y-m-d', $raw);
|
|
if (!$date || $date->format('Y-m-d') !== $raw) {
|
|
$error = escapeHtml($fill_in['name']) . ' needs a date.';
|
|
return null;
|
|
}
|
|
$value = $raw;
|
|
break;
|
|
case 'list':
|
|
foreach ($fill_in['options'] as $option) {
|
|
if (mb_strtolower($option) === mb_strtolower($raw)) {
|
|
$value = $option;
|
|
}
|
|
}
|
|
if ($value === '') {
|
|
$error = 'Pick one of the choices for ' . escapeHtml($fill_in['name']) . '.';
|
|
return null;
|
|
}
|
|
break;
|
|
case 'yesno':
|
|
$value = in_array(strtolower($raw), ['1', 'yes', 'y', 'true'], true) ? 'Yes' : (in_array(strtolower($raw), ['0', 'no', 'n', 'false'], true) ? 'No' : '');
|
|
break;
|
|
default:
|
|
$value = trim(mb_substr(preg_replace('/\s+/', ' ', strip_tags($raw)), 0, 500));
|
|
}
|
|
}
|
|
if ($value === '' && $required && !empty($fill_in['required'])) {
|
|
$error = 'Fill in ' . escapeHtml($fill_in['name']) . ' - it is needed for this template.';
|
|
return null;
|
|
}
|
|
$answers[] = ['name' => $fill_in['name'], 'type' => $fill_in['type'], 'options' => $fill_in['options'], 'required' => !empty($fill_in['required']), 'client' => $fill_in['client'] ?? true, 'value' => $value];
|
|
}
|
|
return $answers;
|
|
}
|
|
|
|
/** An answer as it reads - a date as Oct 20, 2026, the rest as given; '' when not given. */
|
|
function ticketFillInText(array $answer) {
|
|
$value = (string) ($answer['value'] ?? '');
|
|
if ($value !== '' && ($answer['type'] ?? '') === 'date' && strtotime($value)) {
|
|
return date('M j, Y', strtotime($value));
|
|
}
|
|
return $value;
|
|
}
|
|
|
|
/* The answers a ticket or recurring ticket keeps - which table, and its columns' prefix. */
|
|
const TICKET_FILL_IN_STORES = [
|
|
'ticket' => ['table' => 'ticket_fill_ins', 'prefix' => 'ticket_fill_in_', 'owner' => 'ticket_fill_in_ticket_id'],
|
|
'recurring_ticket' => ['table' => 'recurring_ticket_fill_ins', 'prefix' => 'recurring_ticket_fill_in_', 'owner' => 'recurring_ticket_fill_in_recurring_ticket_id'],
|
|
];
|
|
|
|
/** The answers a ticket ($kind 'ticket') or recurring ticket ('recurring_ticket') keeps, in order - as ticketFillInAnswers() gives them. */
|
|
function ticketFillInsStored($kind, $id) {
|
|
global $mysqli;
|
|
$store = TICKET_FILL_IN_STORES[$kind];
|
|
$p = $store['prefix'];
|
|
$answers = [];
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM {$store['table']} WHERE {$store['owner']} = " . intval($id) . " ORDER BY {$p}order ASC, {$p}id ASC");
|
|
while ($row = mysqli_fetch_assoc($sql)) {
|
|
$answers[] = ['id' => intval($row[$p . 'id']), 'name' => (string) $row[$p . 'name'], 'type' => isset(TICKET_FILL_IN_TYPES[$row[$p . 'type']]) ? $row[$p . 'type'] : 'text',
|
|
'options' => ticketFillInOptions($row[$p . 'options']), 'required' => (bool) intval($row[$p . 'required']), 'client' => (bool) intval($row[$p . 'client']), 'value' => (string) $row[$p . 'value']];
|
|
}
|
|
return $answers;
|
|
}
|
|
|
|
/** Keep these answers (ticketFillInAnswers()) on a ticket or recurring ticket, in place of any it had. */
|
|
function ticketFillInsStore($kind, $id, array $answers) {
|
|
global $mysqli;
|
|
$store = TICKET_FILL_IN_STORES[$kind];
|
|
$p = $store['prefix'];
|
|
$id = intval($id);
|
|
mysqli_query($mysqli, "DELETE FROM {$store['table']} WHERE {$store['owner']} = $id");
|
|
foreach (array_values($answers) as $order => $answer) {
|
|
mysqli_query($mysqli, "INSERT INTO {$store['table']} SET {$store['owner']} = $id, {$p}name = '" . escapeSql($answer['name']) . "', {$p}type = '" . escapeSql($answer['type']) . "',
|
|
{$p}options = " . ($answer['options'] ? "'" . escapeSql(implode("\n", $answer['options'])) . "'" : 'NULL') . ", {$p}required = " . (empty($answer['required']) ? 0 : 1) . ", {$p}client = " . (($answer['client'] ?? true) ? 1 : 0) . ",
|
|
{$p}value = " . ((string) $answer['value'] !== '' ? "'" . escapeSql($answer['value']) . "'" : 'NULL') . ", {$p}order = " . ($order + 1));
|
|
}
|
|
}
|
|
|
|
/*
|
|
* One fill-in as a form field - label, icon and control (fill_ins[Name]),
|
|
* with its help - holding $value. The same fields agent/js/ticket_tasks_modal.js
|
|
* draws when a template is picked. $required: mark and require it.
|
|
*/
|
|
function ticketFillInFieldHtml(array $fill_in, $value, $required = true) {
|
|
$name = escapeHtml($fill_in['name']);
|
|
$field = 'fill_ins[' . $name . ']';
|
|
$required = $required && !empty($fill_in['required']);
|
|
$icon = TICKET_FILL_IN_TYPES[$fill_in['type']]['icon'] ?? 'fa-font';
|
|
$attributes = 'name="' . $field . '" data-fill-in-name="' . $name . '" aria-label="' . $name . '"' . ($required ? ' required' : '');
|
|
$value = (string) $value;
|
|
if ($fill_in['type'] === 'list' || $fill_in['type'] === 'yesno') {
|
|
$choices = $fill_in['type'] === 'yesno' ? ['Yes', 'No'] : $fill_in['options'];
|
|
$control = '<select class="form-select' . ($fill_in['type'] === 'list' ? ' select2' : '') . '" ' . $attributes . '><option value="">- Choose -</option>';
|
|
foreach ($choices as $choice) {
|
|
$control .= '<option value="' . escapeHtml($choice) . '"' . (mb_strtolower($choice) === mb_strtolower($value) ? ' selected' : '') . '>' . escapeHtml($choice) . '</option>';
|
|
}
|
|
$control .= '</select>';
|
|
} else {
|
|
$control = '<input type="' . ($fill_in['type'] === 'date' ? 'date' : 'text') . '" class="form-control" ' . $attributes . ($fill_in['type'] === 'date' ? '' : ' maxlength="500"') . ' value="' . escapeHtml($value) . '">';
|
|
}
|
|
return '<label class="form-label mb-1">' . $name . ($required ? ' <strong class="text-danger">*</strong>' : '') . '</label>'
|
|
. '<div class="input-group"><span class="input-group-text"><i class="fas fa-fw ' . $icon . '"></i></span>' . $control . '</div>'
|
|
. (!empty($fill_in['help']) ? '<div class="form-text">' . escapeHtml($fill_in['help']) . '</div>' : '');
|
|
}
|
|
|
|
/*
|
|
* Whether a template task is for these answers: always when it has no
|
|
* condition, when its fill-in isn't among them or wasn't answered (better a
|
|
* task to strike off than one missed), or when the answer it is for is no
|
|
* longer one its fill-in offers; otherwise when the answer is the one it is for.
|
|
*/
|
|
function ticketTemplateTaskApplies(array $task, array $answers) {
|
|
if (empty($task['when'])) {
|
|
return true;
|
|
}
|
|
$want = mb_strtolower($task['when']['value']);
|
|
foreach ($answers as $answer) {
|
|
if (strtolower($answer['name']) === strtolower($task['when']['fill_in'])) {
|
|
$offered = $answer['type'] === 'yesno' ? ['Yes', 'No'] : ($answer['type'] === 'list' ? $answer['options'] : []);
|
|
if ((string) $answer['value'] === '' || !in_array($want, array_map('mb_strtolower', $offered), true)) {
|
|
return true;
|
|
}
|
|
return mb_strtolower($answer['value']) === $want;
|
|
}
|
|
}
|
|
return true;
|
|
}
|
|
|
|
/*
|
|
* The answers a template's task can be for - each choice of its list and
|
|
* yes-or-no fill-ins: [['value' => 'Name|Choice' (as the form posts it),
|
|
* 'fill_in', 'choice'], ...].
|
|
*/
|
|
function ticketTemplateWhenChoices(array $fill_ins) {
|
|
$choices = [];
|
|
foreach ($fill_ins as $fill_in) {
|
|
if ($fill_in['type'] === 'list' || $fill_in['type'] === 'yesno') {
|
|
foreach ($fill_in['type'] === 'yesno' ? ['Yes', 'No'] : $fill_in['options'] as $choice) {
|
|
$choices[] = ['value' => $fill_in['name'] . '|' . $choice, 'fill_in' => $fill_in['name'], 'choice' => $choice];
|
|
}
|
|
}
|
|
}
|
|
return $choices;
|
|
}
|
|
|
|
/*
|
|
* The answer a task is for, from its form's "Only when" (Name|Choice) - one
|
|
* of ticketTemplateWhenChoices(), or the one it had ($current) - as
|
|
* ['fill_in', 'value']; null for always.
|
|
*/
|
|
function ticketTemplateWhenFromPost($posted, array $fill_ins, $current = null) {
|
|
$posted = (string) $posted;
|
|
foreach (ticketTemplateWhenChoices($fill_ins) as $choice) {
|
|
if ($choice['value'] === $posted) {
|
|
return ['fill_in' => $choice['fill_in'], 'value' => $choice['choice']];
|
|
}
|
|
}
|
|
if ($current && $posted === $current['fill_in'] . '|' . $current['value']) {
|
|
return $current;
|
|
}
|
|
return null;
|
|
}
|
|
|
|
/** Whether a task's condition is still one of the answers its template offers (ticketTemplateWhenChoices()). */
|
|
function ticketTemplateTaskWhenOffered(array $task, array $fill_ins) {
|
|
if (empty($task['when'])) {
|
|
return true;
|
|
}
|
|
foreach (ticketTemplateWhenChoices($fill_ins) as $choice) {
|
|
if (strtolower($choice['fill_in']) === strtolower($task['when']['fill_in']) && mb_strtolower($choice['choice']) === mb_strtolower($task['when']['value'])) {
|
|
return true;
|
|
}
|
|
}
|
|
return false;
|
|
}
|
|
|
|
/** The "Only when" picker for a template's task - Always, or one of the answers it can be for. HTML; '' when the template offers none and the task has none. */
|
|
function ticketTemplateWhenSelectHtml(array $fill_ins, $current = null) {
|
|
$choices = ticketTemplateWhenChoices($fill_ins);
|
|
$current_value = $current ? $current['fill_in'] . '|' . $current['value'] : '';
|
|
if (!$choices && !$current) {
|
|
return '';
|
|
}
|
|
$html = '<select class="form-select select2" name="when"><option value="">Always</option>';
|
|
$groups = [];
|
|
foreach ($choices as $choice) {
|
|
$groups[$choice['fill_in']][] = $choice;
|
|
}
|
|
$found = false;
|
|
foreach ($groups as $fill_in => $group) {
|
|
$html .= '<optgroup label="' . escapeHtml($fill_in) . '">';
|
|
foreach ($group as $choice) {
|
|
$selected = $choice['value'] === $current_value;
|
|
$found = $found || $selected;
|
|
$html .= '<option value="' . escapeHtml($choice['value']) . '"' . ($selected ? ' selected' : '') . '>Only when ' . escapeHtml($fill_in) . ' is ' . escapeHtml($choice['choice']) . '</option>';
|
|
}
|
|
$html .= '</optgroup>';
|
|
}
|
|
if ($current && !$found) {
|
|
$html .= '<option value="' . escapeHtml($current_value) . '" selected>Only when ' . escapeHtml($current['fill_in']) . ' is ' . escapeHtml($current['value']) . ' (no longer offered)</option>';
|
|
}
|
|
return $html . '</select>';
|
|
}
|
|
|
|
/** "Only when Needs a laptop is Yes" - a task's condition in words, escaped; '' for none. */
|
|
function ticketTemplateTaskWhenText(array $task) {
|
|
if (empty($task['when'])) {
|
|
return '';
|
|
}
|
|
return 'Only when ' . escapeHtml($task['when']['fill_in']) . ' is ' . escapeHtml($task['when']['value']);
|
|
}
|
|
|
|
/** Copy a template's tasks onto a ticket - the ones for these answers (ticketTemplateTaskApplies()). How many. */
|
|
function ticketTemplateAddTasks($ticket_id, $ticket_template_id, array $answers = []) {
|
|
global $mysqli;
|
|
$ticket_id = intval($ticket_id);
|
|
$added = 0;
|
|
foreach (ticketTemplateTasks($ticket_template_id) as $task) {
|
|
if (ticketTemplateTaskApplies($task, $answers)) {
|
|
$added++;
|
|
mysqli_query($mysqli, "INSERT INTO tasks SET task_name = '" . escapeSql($task['name']) . "', task_order = $added, task_completion_estimate = " . intval($task['estimate']) . ", task_ticket_id = $ticket_id");
|
|
}
|
|
}
|
|
return $added;
|
|
}
|
|
|
|
/*
|
|
* Rename one of a template's fill-ins - its [Old Name] in the subject,
|
|
* details and tasks, and the tasks that are only for some of its answers,
|
|
* go with it. Its row, if it has one, is the caller's.
|
|
*/
|
|
function ticketTemplateRenameFillIn($ticket_template_id, $old, $new) {
|
|
global $mysqli;
|
|
$template = ticketTemplateRow($ticket_template_id);
|
|
if (!$template || $old === $new) {
|
|
return;
|
|
}
|
|
$id = intval($template['ticket_template_id']);
|
|
// The new name holds nothing HTML could misread - see ticketFillInName()
|
|
$rename = function ($text) use ($old, $new) {
|
|
return ticketPlaceholderFill($text, [strtolower($old) => "[$new]"]);
|
|
};
|
|
mysqli_query($mysqli, "UPDATE ticket_templates SET ticket_template_subject = '" . escapeSql(mb_substr($rename($template['ticket_template_subject']), 0, 500)) . "',
|
|
ticket_template_details = '" . mysqli_real_escape_string($mysqli, $rename($template['ticket_template_details'])) . "' WHERE ticket_template_id = $id");
|
|
foreach (ticketTemplateTasks($id) as $task) {
|
|
$name = mb_substr($rename($task['name']), 0, 200);
|
|
if ($name !== $task['name']) {
|
|
mysqli_query($mysqli, "UPDATE task_templates SET task_template_name = '" . escapeSql($name) . "' WHERE task_template_id = " . intval($task['id']));
|
|
}
|
|
}
|
|
mysqli_query($mysqli, "UPDATE task_templates SET task_template_when_fill_in = '" . escapeSql($new) . "' WHERE task_template_ticket_template_id = $id AND task_template_when_fill_in = '" . escapeSql($old) . "'");
|
|
}
|
|
|
|
/* ---------------------------------------------------------------- placeholders */
|
|
|
|
/** What each placeholder becomes on a ticket - name => value; '' for what the ticket doesn't have. Raw. */
|
|
function ticketPlaceholderValues($ticket_id) {
|
|
global $mysqli, $session_name;
|
|
$ticket_id = intval($ticket_id);
|
|
$row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, client_name, contact_name, asset_name, location_name, project_name, assignee.user_name AS assignee_name, creator.user_name AS creator_name
|
|
FROM tickets
|
|
LEFT JOIN clients ON client_id = ticket_client_id AND ticket_client_id > 0
|
|
LEFT JOIN contacts ON contact_id = ticket_contact_id AND ticket_contact_id > 0
|
|
LEFT JOIN assets ON asset_id = ticket_asset_id AND ticket_asset_id > 0
|
|
LEFT JOIN locations ON location_id = ticket_location_id AND ticket_location_id > 0
|
|
LEFT JOIN projects ON project_id = ticket_project_id AND ticket_project_id > 0
|
|
LEFT JOIN users assignee ON assignee.user_id = ticket_assigned_to AND ticket_assigned_to > 0
|
|
LEFT JOIN users creator ON creator.user_id = ticket_created_by AND ticket_created_by > 0 AND creator.user_type = 1
|
|
WHERE ticket_id = $ticket_id"));
|
|
if (!$row) {
|
|
return [];
|
|
}
|
|
$month = intval(date('n'));
|
|
return [
|
|
'client' => (string) ($row['client_name'] ?? ''),
|
|
'contact' => (string) ($row['contact_name'] ?? ''),
|
|
'asset' => (string) ($row['asset_name'] ?? ''),
|
|
'site' => (string) ($row['location_name'] ?? ''),
|
|
'agent' => (string) ($row['assignee_name'] ?: ($row['creator_name'] ?: stripslashes((string) ($session_name ?? '')))),
|
|
'project' => (string) ($row['project_name'] ?? ''),
|
|
'ticket' => ticketReference($row),
|
|
'date' => date('M j, Y'),
|
|
'month' => date('F Y'),
|
|
'quarter' => 'Q' . intval(ceil($month / 3)) . ' ' . date('Y'),
|
|
'year' => date('Y'),
|
|
];
|
|
}
|
|
|
|
/*
|
|
* $text with the placeholders filled in from $values (lowercase name =>
|
|
* value - ticketPlaceholderValues() and the fill-ins' answers), whatever their
|
|
* case. One with nothing to put in stays as it is. $html: $text is HTML, so
|
|
* the values go in escaped, and a space in a name matches the editor's .
|
|
*/
|
|
function ticketPlaceholderFill($text, array $values, $html = false) {
|
|
$values = array_filter($values, function ($value) {
|
|
return (string) $value !== '';
|
|
});
|
|
if (!$values) {
|
|
return (string) $text;
|
|
}
|
|
// Words apart by any run of spaces - the editor writes some of them as
|
|
$space = '(?: | |\x{00A0})+';
|
|
$lookup = $patterns = [];
|
|
foreach ($values as $name => $value) {
|
|
$words = preg_split('/ +/', trim(strtolower($name)));
|
|
$lookup[implode(' ', $words)] = (string) $value;
|
|
$patterns[] = implode($space, array_map(function ($word) {
|
|
return preg_quote($word, '/');
|
|
}, $words));
|
|
}
|
|
return preg_replace_callback('/\[(' . implode('|', $patterns) . ')\]/iu', function ($match) use ($lookup, $html, $space) {
|
|
$key = strtolower(preg_replace('/' . $space . '/u', ' ', $match[1]));
|
|
$value = $lookup[$key] ?? '';
|
|
if ($value === '') {
|
|
return $match[0];
|
|
}
|
|
return $html ? escapeHtml($value) : $value;
|
|
}, (string) $text);
|
|
}
|
|
|
|
/*
|
|
* Fill in the placeholders in a ticket's subject, details and task names -
|
|
* the ones from the ticket, and its fill-ins that have been answered. How
|
|
* many of them changed.
|
|
*/
|
|
function ticketPlaceholdersFill($ticket_id) {
|
|
global $mysqli;
|
|
$ticket_id = intval($ticket_id);
|
|
$values = ticketPlaceholderValues($ticket_id);
|
|
$row = $values ? mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT ticket_subject, ticket_details FROM tickets WHERE ticket_id = $ticket_id")) : null;
|
|
if (!$row) {
|
|
return 0;
|
|
}
|
|
foreach (ticketFillInsStored('ticket', $ticket_id) as $answer) {
|
|
$values[strtolower($answer['name'])] = $values[strtolower($answer['name'])] ?? ticketFillInText($answer);
|
|
}
|
|
$changed = 0;
|
|
$subject = mb_substr(ticketPlaceholderFill($row['ticket_subject'], $values), 0, 500);
|
|
$details = ticketPlaceholderFill($row['ticket_details'], $values, true);
|
|
if ($subject !== $row['ticket_subject'] || $details !== $row['ticket_details']) {
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_subject = '" . escapeSql($subject) . "', ticket_details = '" . mysqli_real_escape_string($mysqli, $details) . "' WHERE ticket_id = $ticket_id");
|
|
$changed++;
|
|
}
|
|
$sql = mysqli_query($mysqli, "SELECT task_id, task_name FROM tasks WHERE task_ticket_id = $ticket_id AND task_name LIKE '%[%]%'");
|
|
while ($task = mysqli_fetch_assoc($sql)) {
|
|
$name = mb_substr(ticketPlaceholderFill($task['task_name'], $values), 0, 255);
|
|
if ($name !== $task['task_name']) {
|
|
mysqli_query($mysqli, "UPDATE tasks SET task_name = '" . escapeSql($name) . "' WHERE task_id = " . intval($task['task_id']));
|
|
$changed++;
|
|
}
|
|
}
|
|
return $changed;
|
|
}
|
|
|
|
/*
|
|
* A ticket was just raised from a template: note which (on the ticket and in
|
|
* its history), keep the answers to its fill-ins ($answers, from
|
|
* ticketFillInAnswers() - null when none were asked, so they are kept
|
|
* unanswered, to be answered on the ticket) and fill in its placeholders.
|
|
* $defaults also gives it the template's tags and due time when it has none -
|
|
* for the paths that have no fields of their own for those (the New Tickets
|
|
* windows, project templates). $tasks copies the template's tasks too, the
|
|
* ones for those answers. $history: what its history says, raw, in place of
|
|
* "<agent> raised the ticket from template <name>". The template, or null.
|
|
*/
|
|
function ticketTemplateFinish($ticket_id, $ticket_template_id, $defaults = false, $tasks = false, $answers = null, $history = null) {
|
|
global $mysqli, $session_name;
|
|
$ticket_id = intval($ticket_id);
|
|
$template = ticketTemplateRow($ticket_template_id);
|
|
if (!$ticket_id || !$template) {
|
|
return null;
|
|
}
|
|
$ticket_template_id = intval($template['ticket_template_id']);
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_template_id = $ticket_template_id WHERE ticket_id = $ticket_id");
|
|
if ($answers === null) {
|
|
$answers = ticketFillInAnswers(ticketTemplateFillInsFor($ticket_template_id), [], $error, false) ?? [];
|
|
}
|
|
if ($answers) {
|
|
ticketFillInsStore('ticket', $ticket_id, $answers);
|
|
}
|
|
if ($tasks) {
|
|
ticketTemplateAddTasks($ticket_id, $ticket_template_id, $answers);
|
|
}
|
|
if ($defaults) {
|
|
$tag_ids = ticketTemplateTagIds($ticket_template_id);
|
|
if ($tag_ids && !tagIdsForRecord('ticket', $ticket_id)) {
|
|
tagSetForRecord('ticket', $ticket_id, array_map('strval', $tag_ids));
|
|
}
|
|
$due = ticketTemplateDueAt($template['ticket_template_due_hours']);
|
|
if ($due) {
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_due_at = '$due' WHERE ticket_id = $ticket_id AND ticket_due_at IS NULL");
|
|
}
|
|
}
|
|
ticketPlaceholdersFill($ticket_id);
|
|
logTicketHistory($ticket_id, escapeSql($history ?? stripslashes((string) ($session_name ?? 'ITFlow')) . ' raised the ticket from template ' . $template['ticket_template_name']));
|
|
return $template;
|
|
}
|
|
|
|
/* ---------------------------------------------------------------- client portal */
|
|
|
|
/** The icons a request form can have in the portal - fa- name => what it suits. */
|
|
const TICKET_TEMPLATE_PORTAL_ICONS = [
|
|
'clipboard-list' => 'A request', 'user-plus' => 'Someone new', 'user-minus' => 'Someone leaving', 'user-edit' => 'A change for someone',
|
|
'key' => 'Access or a password', 'laptop' => 'A laptop', 'desktop' => 'A computer', 'mobile-alt' => 'A mobile phone', 'phone' => 'A desk phone',
|
|
'print' => 'A printer', 'envelope' => 'Email', 'wifi' => 'Wi-Fi or the network', 'shield-alt' => 'Security', 'folder-open' => 'Files and shares',
|
|
'cube' => 'Software', 'shopping-cart' => 'Something to buy', 'video' => 'Meetings', 'building' => 'An office', 'truck' => 'A move',
|
|
'calendar-alt' => 'Something to plan', 'cloud' => 'Cloud', 'server' => 'A server', 'tools' => 'A repair', 'question-circle' => 'A question',
|
|
];
|
|
|
|
/** Who may use a request form in the portal. */
|
|
const TICKET_TEMPLATE_PORTAL_WHO = [
|
|
'everyone' => 'Everyone with portal access',
|
|
'managers' => 'Primary and technical contacts only',
|
|
];
|
|
|
|
/** What a template is called in the portal - its portal title, or its name. Raw. */
|
|
function ticketTemplatePortalTitle(array $row) {
|
|
$title = trim((string) ($row['ticket_template_portal_title'] ?? ''));
|
|
return $title !== '' ? $title : (string) $row['ticket_template_name'];
|
|
}
|
|
|
|
/** A request form's icon - fa-user-plus; fa-clipboard-list when it has none. */
|
|
function ticketTemplatePortalIcon(array $row) {
|
|
$icon = (string) ($row['ticket_template_portal_icon'] ?? '');
|
|
return 'fa-' . (isset(TICKET_TEMPLATE_PORTAL_ICONS[$icon]) ? $icon : 'clipboard-list');
|
|
}
|
|
|
|
/*
|
|
* The request forms a contact may use - templates offered in the portal and
|
|
* not archived, for every client or theirs among the ones picked, and for
|
|
* everyone or, when $manager (a primary or technical contact), for them
|
|
* too. Rows, by title.
|
|
*/
|
|
function ticketTemplatePortalForms($client_id, $manager) {
|
|
global $mysqli;
|
|
$client_id = intval($client_id);
|
|
$forms = [];
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM ticket_templates
|
|
WHERE ticket_template_portal = 1 AND ticket_template_archived_at IS NULL
|
|
AND (ticket_template_portal_all_clients = 1 OR EXISTS (SELECT 1 FROM ticket_template_portal_clients p WHERE p.ticket_template_id = ticket_templates.ticket_template_id AND p.client_id = $client_id))
|
|
" . ($manager ? '' : "AND ticket_template_portal_who = 'everyone'"));
|
|
while ($row = mysqli_fetch_assoc($sql)) {
|
|
$forms[] = $row;
|
|
}
|
|
usort($forms, function ($a, $b) {
|
|
return strcasecmp(ticketTemplatePortalTitle($a), ticketTemplatePortalTitle($b));
|
|
});
|
|
return $forms;
|
|
}
|
|
|
|
/** One request form a contact may use (ticketTemplatePortalForms()), or null. */
|
|
function ticketTemplatePortalForm($ticket_template_id, $client_id, $manager) {
|
|
foreach (ticketTemplatePortalForms($client_id, $manager) as $row) {
|
|
if (intval($row['ticket_template_id']) === intval($ticket_template_id)) {
|
|
return $row;
|
|
}
|
|
}
|
|
return null;
|
|
}
|
|
|
|
/** Whether a template's subject, details or tasks have [Asset] in them - its form then asks which device. */
|
|
function ticketTemplateMentionsAsset(array $row, array $tasks) {
|
|
return (bool) preg_match('/\[asset\]/i', strip_tags($row['ticket_template_subject'] . ' ' . $row['ticket_template_details'] . ' ' . implode(' ', array_column($tasks, 'name'))));
|
|
}
|
|
|
|
/*
|
|
* The answers to a request form, checked: the fill-ins the client is asked
|
|
* (required ones must be answered), and the agents' ones left unanswered -
|
|
* every one, in its order. Null with $error saying what is wrong.
|
|
*/
|
|
function ticketTemplatePortalAnswers(array $fill_ins, $posted, &$error = '') {
|
|
$asked = array_values(array_filter($fill_ins, function ($fill_in) {
|
|
return !empty($fill_in['client']);
|
|
}));
|
|
$given = ticketFillInAnswers($asked, $posted, $error);
|
|
if ($given === null) {
|
|
return null;
|
|
}
|
|
$by_name = [];
|
|
foreach ($given as $answer) {
|
|
$by_name[strtolower($answer['name'])] = $answer;
|
|
}
|
|
$answers = [];
|
|
foreach ($fill_ins as $fill_in) {
|
|
$answers[] = $by_name[strtolower($fill_in['name'])]
|
|
?? ['name' => $fill_in['name'], 'type' => $fill_in['type'], 'options' => $fill_in['options'], 'required' => !empty($fill_in['required']), 'client' => false, 'value' => ''];
|
|
}
|
|
return $answers;
|
|
}
|
|
|
|
/*
|
|
* Raise a ticket from a request form in the client portal, for the contact
|
|
* signed in: set up as the template says (category, priority, billing, agent,
|
|
* due time, tags, the tasks for these answers), with the answers kept and
|
|
* filled in, and anything else the client wrote ($notes, plain text) first
|
|
* in its details. The agent it goes to hears about it. The new ticket's id, or 0.
|
|
*/
|
|
function ticketTemplatePortalRaise(array $template, $client_id, $contact_id, $user_id, $contact_name, array $answers, $notes = '', $asset_id = 0) {
|
|
global $mysqli, $config_ticket_prefix, $config_ticket_default_billable;
|
|
$client_id = intval($client_id);
|
|
$contact_id = intval($contact_id);
|
|
$ticket_template_id = intval($template['ticket_template_id']);
|
|
|
|
$subject = trim((string) $template['ticket_template_subject']) !== '' ? (string) $template['ticket_template_subject'] : ticketTemplatePortalTitle($template);
|
|
$details = (string) $template['ticket_template_details'];
|
|
$notes = trim((string) $notes);
|
|
if ($notes !== '') {
|
|
$details = '<p><strong>' . escapeHtml($contact_name) . ' added:</strong><br>' . nl2br(escapeHtml($notes)) . '</p>' . $details;
|
|
}
|
|
$priority = escapeSql(ticketPriority($template['ticket_template_priority'] ?? ''));
|
|
$category_id = ticketCategoryId($template['ticket_template_category_id']);
|
|
$billable = $template['ticket_template_billable'] !== null ? intval($template['ticket_template_billable']) : (intval($config_ticket_default_billable) === 1 ? 1 : 0);
|
|
$assigned_to = ticketAgentId($template['ticket_template_assigned_to']);
|
|
$status = $assigned_to ? TICKET_STATUS_OPEN : TICKET_STATUS_NEW;
|
|
$asset_id = intval($asset_id);
|
|
$prefix = escapeSql($config_ticket_prefix);
|
|
$url_key = randomString(32);
|
|
|
|
mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = LAST_INSERT_ID(config_ticket_next_number), config_ticket_next_number = config_ticket_next_number + 1 WHERE company_id = 1");
|
|
$ticket_number = mysqli_insert_id($mysqli);
|
|
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$prefix', ticket_number = $ticket_number, ticket_source = 'Portal', ticket_category = $category_id,
|
|
ticket_subject = '" . escapeSql(mb_substr($subject, 0, 500)) . "', ticket_details = '" . mysqli_real_escape_string($mysqli, $details) . "', ticket_priority = '$priority',
|
|
ticket_status = $status, ticket_billable = $billable, ticket_created_by = " . intval($user_id) . ", ticket_assigned_to = $assigned_to, ticket_contact_id = $contact_id,
|
|
ticket_asset_id = $asset_id, ticket_url_key = '$url_key', ticket_client_id = $client_id");
|
|
$ticket_id = intval(mysqli_insert_id($mysqli));
|
|
if (!$ticket_id) {
|
|
return 0;
|
|
}
|
|
applyTicketSla($ticket_id);
|
|
ticketTemplateFinish($ticket_id, $ticket_template_id, true, true, $answers, "$contact_name asked for " . ticketTemplatePortalTitle($template) . " in the client portal (template " . $template['ticket_template_name'] . ")");
|
|
|
|
// The agent it goes to hears about it
|
|
if ($assigned_to) {
|
|
$row = ticketRow($ticket_id);
|
|
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '" . escapeSql("Ticket " . ticketReference($row) . " - " . $row['ticket_subject'] . " has been assigned to you from the client portal") . "',
|
|
notification_action = '" . escapeSql('/agent/' . ticketUrl($ticket_id, $client_id)) . "', notification_client_id = $client_id, notification_user_id = $assigned_to");
|
|
ticketMailAssigned($assigned_to, [$ticket_id], $contact_name);
|
|
}
|
|
return $ticket_id;
|
|
}
|
|
|
|
/** Tickets raised from a template's request form in the portal - [template id => how many]. */
|
|
function ticketTemplatePortalRequests(array $ticket_template_ids) {
|
|
global $mysqli;
|
|
$ids = array_values(array_filter(array_map('intval', $ticket_template_ids)));
|
|
$counts = [];
|
|
if ($ids) {
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_template_id, COUNT(*) FROM tickets WHERE ticket_source = 'Portal' AND ticket_archived_at IS NULL AND ticket_template_id IN (" . implode(',', $ids) . ") GROUP BY ticket_template_id");
|
|
while ($row = mysqli_fetch_row($sql)) {
|
|
$counts[intval($row[0])] = intval($row[1]);
|
|
}
|
|
}
|
|
return $counts;
|
|
}
|