mirror of
https://github.com/itflow-org/itflow
synced 2026-08-05 15:17:17 +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.
3061 lines
134 KiB
PHP
3061 lines
134 KiB
PHP
<?php
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/*
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* ITFlow - GET/POST request handler for client tickets
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*/
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defined('FROM_POST_HANDLER') || die("Direct file access is not allowed");
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if (isset($_POST['add_ticket'])) {
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validateCSRFToken();
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enforceUserPermission('module_support', 2);
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$client_id = intval($_POST['client_id']);
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$assigned_to = intval($_POST['assigned_to']);
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if ($assigned_to == 0) {
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$ticket_status = 1;
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} else {
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$ticket_status = 2;
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}
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$contact_id = intval($_POST['contact_id']);
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$category_id = intval($_POST['category_id']);
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$subject = escapeSql($_POST['subject']);
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$priority = escapeSql($_POST['priority']);
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$details = mysqli_real_escape_string($mysqli, $_POST['details']);
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$vendor_ticket_number = escapeSql($_POST['vendor_ticket_number']);
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$vendor_id = intval($_POST['vendor_id']);
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$asset_id = intval($_POST['asset_id']);
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$location_id = intval($_POST['location_id']);
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$project_id = intval($_POST['project_id']);
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$use_primary_contact = intval($_POST['use_primary_contact'] ?? 0);
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$ticket_template_id = intval($_POST['ticket_template_id']);
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$billable = intval($_POST['billable'] ?? 0);
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// Validate/clean due field
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$dueInput = $_POST['due'] ?? null;
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if ($dueInput === null || trim($dueInput) === '') {
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$due = 'NULL'; // prepare as SQL-safe string
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} else {
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$d = DateTime::createFromFormat('Y-m-d\TH:i', $dueInput); // for <input type="datetime-local">
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if ($d !== false) {
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$due = "'" . $d->format('Y-m-d H:i:s') . "'"; // wrap in quotes for SQL
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} else {
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$due = 'NULL'; // fallback if invalid
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}
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}
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enforceClientAccess();
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// Add the primary contact as the ticket contact if "Use primary contact" is checked
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if ($use_primary_contact == 1) {
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$sql = mysqli_query($mysqli, "SELECT contact_id FROM contacts WHERE contact_client_id = $client_id AND contact_primary = 1");
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$row = mysqli_fetch_assoc($sql);
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$contact_id = intval($row['contact_id']);
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}
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// Atomically increment and get the new ticket number
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mysqli_query($mysqli, "
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UPDATE settings
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SET
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config_ticket_next_number = LAST_INSERT_ID(config_ticket_next_number),
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config_ticket_next_number = config_ticket_next_number + 1
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WHERE company_id = 1
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");
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$ticket_number = mysqli_insert_id($mysqli);
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// Sanitize Config Vars from get_settings.php and Session Vars from check_login.php
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$config_ticket_prefix = escapeSql($config_ticket_prefix);
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$config_ticket_from_name = escapeSql($config_ticket_from_name);
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$config_ticket_from_email = escapeSql($config_ticket_from_email);
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$config_base_url = escapeSql($config_base_url);
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//Generate a unique URL key for clients to access
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$url_key = randomString(32);
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mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_source = 'Agent', ticket_category = $category_id, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_billable = '$billable', ticket_status = '$ticket_status', ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_created_by = $session_user_id, ticket_assigned_to = $assigned_to, ticket_contact_id = $contact_id, ticket_url_key = '$url_key', ticket_due_at = $due, ticket_client_id = $client_id, ticket_invoice_id = 0, ticket_project_id = $project_id");
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$ticket_id = mysqli_insert_id($mysqli);
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applyTicketSla($ticket_id);
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// Add Tasks from Template if Template was selected
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if($ticket_template_id) {
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// Get Associated Tasks from the ticket template
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$sql_task_templates = mysqli_query($mysqli, "SELECT * FROM task_templates WHERE task_template_ticket_template_id = $ticket_template_id");
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if (mysqli_num_rows($sql_task_templates) > 0) {
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while ($row = mysqli_fetch_assoc($sql_task_templates)) {
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$task_order = intval($row['task_template_order']);
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$task_name = escapeSql($row['task_template_name']);
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$task_completion_estimate = intval($row['task_template_completion_estimate']);
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mysqli_query($mysqli,"INSERT INTO tasks SET task_name = '$task_name', task_order = $task_order, task_completion_estimate = $task_completion_estimate, task_ticket_id = $ticket_id");
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}
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}
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}
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// Add Watchers
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if (isset($_POST['watchers'])) {
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foreach ($_POST['watchers'] as $watcher) {
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$watcher_email = escapeSql($watcher);
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mysqli_query($mysqli, "INSERT INTO ticket_watchers SET watcher_email = '$watcher_email', watcher_ticket_id = $ticket_id");
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}
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}
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// Add Additional Assets
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if (isset($_POST['additional_assets'])) {
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foreach ($_POST['additional_assets'] as $additional_asset) {
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$additional_asset_id = intval($additional_asset);
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mysqli_query($mysqli, "INSERT INTO ticket_assets SET ticket_id = $ticket_id, asset_id = $additional_asset_id");
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}
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}
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// E-mail client
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if ((!empty($config_smtp_provider) || !empty($config_smtp_provider)) && $config_ticket_client_general_notifications == 1) {
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// Get contact/ticket details
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$sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_category, ticket_subject, ticket_details, ticket_priority, ticket_status, ticket_created_by, ticket_assigned_to, ticket_client_id 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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WHERE ticket_id = $ticket_id");
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$row = mysqli_fetch_assoc($sql);
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$contact_name = escapeSql($row['contact_name']);
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$contact_email = escapeSql($row['contact_email']);
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$ticket_prefix = escapeSql($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$ticket_category = escapeSql($row['ticket_category']);
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$ticket_subject = escapeSql($row['ticket_subject']);
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$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
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$ticket_priority = escapeSql($row['ticket_priority']);
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$ticket_status = escapeSql($row['ticket_status']);
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$ticket_status_name = escapeSql(getTicketStatusName($row['ticket_status']));
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$client_id = intval($row['ticket_client_id']);
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$ticket_created_by = intval($row['ticket_created_by']);
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$ticket_assigned_to = intval($row['ticket_assigned_to']);
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// Get Company Phone Number
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$sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1");
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$row = mysqli_fetch_assoc($sql);
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$company_name = escapeSql($row['company_name']);
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$company_phone = escapeSql(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code']));
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// EMAILING
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$subject = "Ticket Created [$ticket_prefix$ticket_number] - $ticket_subject";
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$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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// Verify contact email is valid
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if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
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// Email Ticket Contact
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// Queue Mail
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$data = [];
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$data[] = [
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'from' => $config_ticket_from_email,
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'from_name' => $config_ticket_from_name,
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'recipient' => $contact_email,
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'recipient_name' => $contact_name,
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'subject' => $subject,
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'body' => $body
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];
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}
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// Also Email all the watchers
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$sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
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$body .= "<br><br>----------------------------------------<br>YOU HAVE BEEN ADDED AS A COLLABORATOR FOR THIS TICKET";
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while ($row = mysqli_fetch_assoc($sql_watchers)) {
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$watcher_email = escapeSql($row['watcher_email']);
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// Queue Mail
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$data[] = [
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'from' => $config_ticket_from_email,
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'from_name' => $config_ticket_from_name,
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'recipient' => $watcher_email,
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'recipient_name' => $watcher_email,
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'subject' => $subject,
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'body' => $body
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];
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}
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addToMailQueue($data);
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// END EMAILING
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}
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// Custom action/notif handler
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triggerCustomAction('ticket_create', $ticket_id);
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logAudit("Ticket", "Create", "$session_name created ticket $config_ticket_prefix$ticket_number - $ticket_subject", $client_id, $ticket_id);
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flashAlert("Ticket <strong>$config_ticket_prefix$ticket_number</strong> created");
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redirect("ticket.php?client_id=$client_id&ticket_id=$ticket_id");
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}
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if (isset($_POST['edit_ticket'])) {
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validateCSRFToken();
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enforceUserPermission('module_support', 2);
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$ticket_id = intval($_POST['ticket_id']);
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$contact_id = intval($_POST['contact_id']);
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$assigned_to = intval($_POST['assigned_to']);
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$notify = intval($_POST['contact_notify'] ?? 0);
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$category_id = intval($_POST['category_id']);
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$ticket_subject = escapeSql($_POST['subject']);
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$billable = intval($_POST['billable'] ?? 0);
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$ticket_priority = escapeSql($_POST['priority']);
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$details = mysqli_real_escape_string($mysqli, $_POST['details']);
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$vendor_ticket_number = escapeSql($_POST['vendor_ticket_number']);
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$vendor_id = intval($_POST['vendor_id']);
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$asset_id = intval($_POST['asset_id']);
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$location_id = intval($_POST['location_id']);
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$project_id = intval($_POST['project_id']);
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// Validate/clean due field
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$dueInput = $_POST['due'] ?? null;
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if ($dueInput === null || trim($dueInput) === '') {
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$due = 'NULL'; // prepare as SQL-safe string
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} else {
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$d = DateTime::createFromFormat('Y-m-d\TH:i', $dueInput); // for <input type="datetime-local">
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if ($d !== false) {
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$due = "'" . $d->format('Y-m-d H:i:s') . "'"; // wrap in quotes for SQL
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} else {
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$due = 'NULL'; // fallback if invalid
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}
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}
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$client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
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// Don't Enforce Client Access if Ticket doesn't have an assigned client
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if ($client_id) {
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enforceClientAccess();
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}
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mysqli_query($mysqli, "UPDATE tickets SET ticket_category = $category_id, ticket_subject = '$ticket_subject', ticket_priority = '$ticket_priority', ticket_billable = $billable, ticket_details = '$details', ticket_due_at = $due, ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_contact_id = $contact_id, ticket_assigned_to = $assigned_to, ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_project_id = $project_id WHERE ticket_id = $ticket_id");
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applyTicketSla($ticket_id);
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// Add Additional Assets
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if (isset($_POST['additional_assets'])) {
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mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id");
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foreach ($_POST['additional_assets'] as $additional_asset) {
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$additional_asset_id = intval($additional_asset);
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mysqli_query($mysqli, "INSERT INTO ticket_assets SET ticket_id = $ticket_id, asset_id = $additional_asset_id");
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}
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} else {
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// If no additional assets are provided, delete them all
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// This handles cases where the assets input might be cleared or not set at all.
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mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id");
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}
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// Get contact/ticket details after update for logging / email purposes
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$sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_category, ticket_details, ticket_status_name, ticket_created_by, ticket_assigned_to, ticket_url_key, ticket_client_id 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 ticket_statuses ON ticket_status = ticket_status_id
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WHERE ticket_id = $ticket_id
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AND ticket_closed_at IS NULL");
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$row = mysqli_fetch_assoc($sql);
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$contact_name = escapeSql($row['contact_name']);
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$contact_email = escapeSql($row['contact_email']);
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$ticket_prefix = escapeSql($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$ticket_category = escapeSql($row['ticket_category']);
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$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
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$ticket_status = escapeSql($row['ticket_status_name']);
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$ticket_created_by = intval($row['ticket_created_by']);
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$ticket_assigned_to = intval($row['ticket_assigned_to']);
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$url_key = escapeSql($row['ticket_url_key']);
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$client_id = intval($row['ticket_client_id']);
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// Notify new contact if selected
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if ($notify && (!empty($config_smtp_provider) || !empty($config_smtp_provider))) {
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// Get Company Name Phone Number and Sanitize for Email Sending
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$sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1");
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$row = mysqli_fetch_assoc($sql);
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$company_name = escapeSql($row['company_name']);
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$company_phone = escapeSql(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code']));
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// Email content
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$data = []; // Queue array
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$subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject";
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$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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// Only add contact to email queue if email is valid
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if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
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$data[] = [
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'from' => $config_ticket_from_email,
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'from_name' => $config_ticket_from_name,
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'recipient' => $contact_email,
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'recipient_name' => $contact_name,
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'subject' => $subject,
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'body' => $body
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];
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}
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addToMailQueue($data);
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}
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// Custom action/notif handler
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triggerCustomAction('ticket_update', $ticket_id);
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logAudit("Ticket", "Edit", "$session_name edited ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
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flashAlert("Ticket <strong>$ticket_prefix$ticket_number</strong> updated");
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redirect();
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}
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if (isset($_POST['edit_ticket_priority'])) {
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validateCSRFToken();
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enforceUserPermission('module_support', 2);
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$ticket_id = intval($_POST['ticket_id']);
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$priority = escapeSql($_POST['priority']);
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// Get ticket details before updating
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$sql = mysqli_query($mysqli, "SELECT
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ticket_prefix, ticket_number, ticket_priority, ticket_status_name, ticket_client_id
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FROM tickets
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LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
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WHERE ticket_id = $ticket_id"
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);
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$row = mysqli_fetch_assoc($sql);
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$ticket_prefix = escapeSql($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$original_priority = escapeSql($row['ticket_priority']);
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$ticket_status = escapeSql($row['ticket_status_name']);
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$client_id = intval($row['ticket_client_id']);
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// Don't Enforce Client Access if Ticket doesn't have an assigned client
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if ($client_id) {
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enforceClientAccess();
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}
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mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id");
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applyTicketSla($ticket_id);
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// Update Ticket History
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mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status', ticket_history_description = '$session_name changed priority from $original_priority to $priority', ticket_history_ticket_id = $ticket_id");
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logAudit("Ticket", "Edit", "$session_name changed priority from $original_priority to $priority for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
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triggerCustomAction('ticket_update', $ticket_id);
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flashAlert("Priority updated from <strong>$original_priority</strong> to <strong>$priority</strong>");
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redirect();
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}
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if (isset($_POST['edit_ticket_sla'])) {
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validateCSRFToken();
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enforceUserPermission('module_support', 2);
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$ticket_id = intval($_POST['ticket_id']);
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$sla_id = intval($_POST['sla_id']);
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// Get ticket details before updating
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$sql = mysqli_query($mysqli, "SELECT
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ticket_prefix, ticket_number, ticket_sla_id, ticket_status_name, ticket_client_id
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FROM tickets
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LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
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WHERE ticket_id = $ticket_id"
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);
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$row = mysqli_fetch_assoc($sql);
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$ticket_prefix = escapeSql($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$original_sla_id = intval($row['ticket_sla_id']);
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$ticket_status = escapeSql($row['ticket_status_name']);
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$client_id = intval($row['ticket_client_id']);
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// Don't Enforce Client Access if Ticket doesn't have an assigned client
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if ($client_id) {
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enforceClientAccess();
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}
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// Look up SLA names for the history/audit trail (0 = None)
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$original_sla_name = "None";
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if ($original_sla_id) {
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$sla_sql = mysqli_query($mysqli, "SELECT sla_name FROM slas WHERE sla_id = $original_sla_id");
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if (mysqli_num_rows($sla_sql)) {
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$original_sla_name = escapeSql(mysqli_fetch_assoc($sla_sql)['sla_name']);
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}
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}
|
|
$sla_name = "None";
|
|
if ($sla_id) {
|
|
$sla_sql = mysqli_query($mysqli, "SELECT sla_name FROM slas WHERE sla_id = $sla_id");
|
|
if (mysqli_num_rows($sla_sql)) {
|
|
$sla_name = escapeSql(mysqli_fetch_assoc($sla_sql)['sla_name']);
|
|
}
|
|
}
|
|
|
|
// Pin the ticket to the chosen SLA and recompute its targets
|
|
applyTicketSla($ticket_id, $sla_id);
|
|
|
|
// Update Ticket History
|
|
mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status', ticket_history_description = '$session_name changed SLA from $original_sla_name to $sla_name', ticket_history_ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name changed SLA from $original_sla_name to $sla_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_update', $ticket_id);
|
|
|
|
flashAlert("SLA updated from <strong>$original_sla_name</strong> to <strong>$sla_name</strong>");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_contact'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$contact_id = intval($_POST['contact']);
|
|
$notify = intval($_POST['contact_notify']) ?? 0;
|
|
|
|
// Get Original contact, and ticket details
|
|
$sql = mysqli_query($mysqli, "SELECT
|
|
contact_name, ticket_prefix, ticket_number, ticket_status_name, ticket_subject, ticket_details, ticket_url_key, ticket_client_id
|
|
FROM tickets
|
|
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
|
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
|
WHERE ticket_id = $ticket_id"
|
|
);
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
// Original contact
|
|
$original_contact_name = !empty($row['contact_name']) ? escapeSql($row['contact_name']) : 'No one';
|
|
|
|
// Ticket details
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_status = escapeSql($row['ticket_status_name']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
|
|
$url_key = escapeSql($row['ticket_url_key']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
// Update the contact
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_contact_id = $contact_id WHERE ticket_id = $ticket_id");
|
|
|
|
// Get New contact details
|
|
$sql = mysqli_query($mysqli, "SELECT contact_name, contact_email FROM contacts WHERE contact_id = $contact_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$contact_name = !empty($row['contact_name']) ? escapeSql($row['contact_name']) : 'No one';
|
|
$contact_email = escapeSql($row['contact_email']);
|
|
|
|
// Notify new contact (if selected, valid & configured)
|
|
if ($notify && filter_var($contact_email, FILTER_VALIDATE_EMAIL) && (!empty($config_smtp_provider) || !empty($config_smtp_provider))) {
|
|
|
|
// Get Company Phone Number
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$company_name = escapeSql($row['company_name']);
|
|
$company_phone = escapeSql(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code']));
|
|
|
|
$config_ticket_from_email = escapeSql($config_ticket_from_email);
|
|
$config_ticket_from_name = escapeSql($config_ticket_from_name);
|
|
|
|
// Email content
|
|
$data = []; // Queue array
|
|
|
|
$subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject";
|
|
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
|
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $contact_email,
|
|
'recipient_name' => $contact_name,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
|
|
addToMailQueue($data);
|
|
}
|
|
|
|
// Custom action/notif handler
|
|
triggerCustomAction('ticket_update', $ticket_id);
|
|
|
|
// Update Ticket History
|
|
mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status', ticket_history_description = '$session_name changed the contact from $original_contact_name to $contact_name', ticket_history_ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name changed the contact from $original_contact_name to $contact_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
flashAlert("Contact changed from <strong>$original_contact_name</strong> to <strong>$contact_name</strong>");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_project'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$project_id = intval($_POST['project']);
|
|
|
|
$project_name = escapeSql(getFieldById('projects', $project_id, 'project_name'));
|
|
$client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
|
|
$ticket_prefix = escapeSql(getFieldById('tickets', $ticket_id, 'ticket_prefix'));
|
|
$ticket_number = escapeSql(getFieldById('tickets', $ticket_id, 'ticket_number'));
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_project_id = $project_id WHERE ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name set ticket $ticket_prefix$ticket_number project to $project_name", $client_id, $ticket_id);
|
|
|
|
flashAlert("Project changed to <strong>$project_name</strong> for Ticket <strong>$ticket_prefix$ticket_number</strong>");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['add_ticket_watcher'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$watcher_emails = preg_split("/,| |;/", $_POST['watcher_email']); // Split on comma, semicolon or space, we sanitize later
|
|
$notify = intval($_POST['watcher_notify'] ?? 0);
|
|
|
|
// Get contact/ticket details
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_category, ticket_subject, ticket_details, ticket_priority, ticket_status_name, ticket_url_key, ticket_created_by, ticket_assigned_to, ticket_client_id FROM tickets
|
|
LEFT JOIN clients ON ticket_client_id = client_id
|
|
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
|
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
|
WHERE ticket_id = $ticket_id
|
|
AND ticket_closed_at IS NULL");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_category = escapeSql($row['ticket_category']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
|
|
$ticket_priority = escapeSql($row['ticket_priority']);
|
|
$ticket_status = escapeSql($row['ticket_status_name']);
|
|
$url_key = escapeSql($row['ticket_url_key']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
$ticket_created_by = intval($row['ticket_created_by']);
|
|
$ticket_assigned_to = intval($row['ticket_assigned_to']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
// Get Company Phone Number
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$company_name = escapeSql($row['company_name']);
|
|
$company_phone = escapeSql(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code']));
|
|
|
|
// Process each watcher in list
|
|
foreach ($watcher_emails as $watcher_email) {
|
|
|
|
if (filter_var($watcher_email, FILTER_VALIDATE_EMAIL)) {
|
|
|
|
$watcher_email = escapeSql($watcher_email);
|
|
|
|
mysqli_query($mysqli, "INSERT INTO ticket_watchers SET watcher_email = '$watcher_email', watcher_ticket_id = $ticket_id");
|
|
|
|
// Notify watcher
|
|
if ($notify && (!empty($config_smtp_provider))) {
|
|
|
|
|
|
|
|
// Email content
|
|
$data = []; // Queue array
|
|
|
|
$subject = "Ticket Notification - [$ticket_prefix$ticket_number] - $ticket_subject";
|
|
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello,<br><br>You have been added as a collaborator on this ticket regarding \"$ticket_subject\".<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Guest link: https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
|
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $watcher_email,
|
|
'recipient_name' => $watcher_email,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
|
|
addToMailQueue($data);
|
|
}
|
|
|
|
logAudit("Ticket", "Edit", "$session_name added $watcher_email as a watcher for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
}
|
|
|
|
}
|
|
|
|
flashAlert("Added watcher(s)");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_GET['delete_ticket_watcher'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$watcher_id = intval($_GET['delete_ticket_watcher']);
|
|
|
|
// Get ticket / watcher details for logging
|
|
$sql = mysqli_query($mysqli, "SELECT watcher_email, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id, ticket_id FROM ticket_watchers
|
|
LEFT JOIN tickets ON watcher_ticket_id = ticket_id
|
|
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
|
WHERE watcher_id = $watcher_id"
|
|
);
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_status_name = escapeSql($row['ticket_status_name']);
|
|
$watcher_email = escapeSql($row['watcher_email']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
$ticket_id = intval($row['ticket_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli, "DELETE FROM ticket_watchers WHERE watcher_id = $watcher_id");
|
|
|
|
// History
|
|
mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status_name', ticket_history_description = '$session_name removed ticket $watcher_email as a watcher', ticket_history_ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name removed $watcher_email as a watcher for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
flashAlert("Removed ticket watcher <strong>$watcher_email</strong>", 'error');
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_GET['delete_ticket_additional_asset'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$asset_id = intval($_GET['delete_ticket_additional_asset']);
|
|
$ticket_id = intval($_GET['ticket_id']);
|
|
|
|
// Get ticket / asset details for logging
|
|
$sql = mysqli_query($mysqli, "SELECT asset_name, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id FROM assets
|
|
JOIN tickets ON ticket_id = $ticket_id
|
|
JOIN ticket_statuses ON ticket_status = ticket_status_id
|
|
WHERE asset_id = $asset_id"
|
|
);
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_status_name = escapeSql($row['ticket_status_name']);
|
|
$asset_name = escapeSql($row['asset_name']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id AND asset_id = $asset_id");
|
|
|
|
// History
|
|
mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status_name', ticket_history_description = '$session_name removed additional asset $asset_name', ticket_history_ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name removed asset $asset_name from ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
flashAlert("Removed asset <strong>$asset_name</strong> from ticket.", 'error');
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_asset'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$asset_id = intval($_POST['asset']);
|
|
|
|
$client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_asset_id = $asset_id WHERE ticket_id = $ticket_id");
|
|
|
|
// Add Additional Assets
|
|
if (isset($_POST['additional_assets'])) {
|
|
mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id");
|
|
foreach ($_POST['additional_assets'] as $additional_asset) {
|
|
$additional_asset_id = intval($additional_asset);
|
|
mysqli_query($mysqli, "INSERT INTO ticket_assets SET ticket_id = $ticket_id, asset_id = $additional_asset_id");
|
|
}
|
|
} else {
|
|
// If no additional assets are provided, delete them all
|
|
// This handles cases where the assets input might be cleared or not set at all.
|
|
mysqli_query($mysqli, "DELETE FROM ticket_assets WHERE ticket_id = $ticket_id");
|
|
}
|
|
|
|
// Get ticket / asset details for logging
|
|
$sql = mysqli_query($mysqli, "SELECT asset_name, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id FROM assets
|
|
LEFT JOIN tickets ON ticket_asset_id = asset_id
|
|
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
|
WHERE ticket_id = $ticket_id"
|
|
);
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_status_name = escapeSql($row['ticket_status_name']);
|
|
$asset_name = escapeSql($row['asset_name']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
logAudit("Ticket", "Edit", "$session_name changed asset to $asset_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
flashAlert("Ticket <strong>$ticket_prefix$ticket_number</strong> asset updated to <strong>$asset_name</strong>");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_vendor'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$vendor_id = intval($_POST['vendor']);
|
|
|
|
$client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_vendor_id = $vendor_id WHERE ticket_id = $ticket_id");
|
|
|
|
// Get ticket / vendor details for logging
|
|
$sql = mysqli_query($mysqli, "SELECT vendor_name, ticket_prefix, ticket_number, ticket_status_name, ticket_client_id FROM vendors
|
|
LEFT JOIN tickets ON ticket_vendor_id = $vendor_id
|
|
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
|
WHERE ticket_id = $ticket_id"
|
|
);
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_status_name = escapeSql($row['ticket_status_name']);
|
|
$vendor_name = escapeSql($row['vendor_name']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
logAudit("Ticket", "Edit", "$session_name set vendor to $vendor_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
flashAlert("Set vendor to <strong>$vendor_name</strong> for ticket <strong>$ticket_prefix$ticket_number</strong>");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['assign_ticket'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// POST variables
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$assigned_to = intval($_POST['assigned_to']);
|
|
$ticket_status = intval($_POST['ticket_status']);
|
|
|
|
// New > Open as assigned
|
|
if ($ticket_status == 1 && $assigned_to !== 0) {
|
|
$ticket_status = 2;
|
|
}
|
|
|
|
// Allow for un-assigning tickets
|
|
if ($assigned_to == 0) {
|
|
$ticket_reply = "Ticket unassigned.";
|
|
$agent_name = "No One";
|
|
} else {
|
|
// Get & verify assigned agent details
|
|
$agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users WHERE users.user_id = $assigned_to");
|
|
$agent_details = mysqli_fetch_assoc($agent_details_sql);
|
|
|
|
$agent_name = escapeSql($agent_details['user_name']);
|
|
$agent_email = escapeSql($agent_details['user_email']);
|
|
$ticket_reply = "Ticket re-assigned to $agent_name.";
|
|
|
|
if (!$agent_name) {
|
|
flashAlert("Invalid agent!", 'error');
|
|
redirect();
|
|
}
|
|
}
|
|
|
|
// Get & verify ticket details
|
|
$ticket_details_sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_client_id, client_name FROM tickets LEFT JOIN clients ON ticket_client_id = client_id WHERE ticket_id = '$ticket_id' AND ticket_status != 5");
|
|
$ticket_details = mysqli_fetch_assoc($ticket_details_sql);
|
|
|
|
$ticket_prefix = escapeSql($ticket_details['ticket_prefix']);
|
|
$ticket_number = intval($ticket_details['ticket_number']);
|
|
$ticket_subject = escapeSql($ticket_details['ticket_subject']);
|
|
$client_id = intval($ticket_details['ticket_client_id']);
|
|
$client_name = escapeSql($ticket_details['client_name']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
if (!$ticket_subject) {
|
|
flashAlert("Invalid ticket!", 'error');
|
|
redirect();
|
|
}
|
|
|
|
if ($client_id) {
|
|
$client_uri = "&client_id=$client_id";
|
|
} else {
|
|
$client_uri = '';
|
|
}
|
|
|
|
// Update ticket & insert reply
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assigned_to, ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id");
|
|
syncTicketSlaClock($ticket_id);
|
|
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name reassigned $ticket_prefix$ticket_number to $agent_name", $client_id, $ticket_id);
|
|
|
|
// Notification
|
|
if ($session_user_id != $assigned_to && $assigned_to != 0) {
|
|
|
|
// App Notification
|
|
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = 'Ticket $ticket_prefix$ticket_number - Subject: $ticket_subject has been assigned to you by $session_name', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', notification_client_id = $client_id, notification_user_id = $assigned_to");
|
|
|
|
// Email Notification
|
|
if (!empty($config_smtp_provider)) {
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$config_ticket_from_name = escapeSql($config_ticket_from_name);
|
|
$config_ticket_from_email = escapeSql($config_ticket_from_email);
|
|
$company_name = escapeSql($session_company_name);
|
|
|
|
$subject = "$config_app_name - Ticket $ticket_prefix$ticket_number assigned to you - $ticket_subject";
|
|
$body = "Hi $agent_name, <br><br>A ticket has been assigned to you!<br><br>Client: $client_name<br>Ticket Number: $ticket_prefix$ticket_number<br> Subject: $ticket_subject<br><br>https://$config_base_url/agent/ticket.php?ticket_id=$ticket_id$client_uri <br><br>Thanks, <br>$session_name<br>$company_name";
|
|
|
|
// Email Ticket Agent
|
|
// Queue Mail
|
|
$data = [
|
|
[
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $agent_email,
|
|
'recipient_name' => $agent_name,
|
|
'subject' => $subject,
|
|
'body' => $body,
|
|
]
|
|
];
|
|
addToMailQueue($data);
|
|
}
|
|
}
|
|
|
|
triggerCustomAction('ticket_assign', $ticket_id);
|
|
|
|
flashAlert("Ticket <strong>$ticket_prefix$ticket_number</strong> assigned to <strong>$agent_name</strong>");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_GET['delete_ticket'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 3);
|
|
|
|
$ticket_id = intval($_GET['delete_ticket']);
|
|
|
|
// Get Ticket and Client ID for logging and alert message
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_closed_at, ticket_client_id FROM tickets WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = escapeSql($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$ticket_status = escapeSql($row['ticket_status']);
|
|
$ticket_closed_at = escapeSql($row['ticket_closed_at']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
if (empty($ticket_closed_at)) {
|
|
mysqli_query($mysqli, "DELETE FROM tickets WHERE ticket_id = $ticket_id");
|
|
|
|
// Delete all ticket replies
|
|
mysqli_query($mysqli, "DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id");
|
|
|
|
// Delete all ticket views
|
|
mysqli_query($mysqli, "DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id");
|
|
|
|
// Delete ticket watchers
|
|
mysqli_query($mysqli, "DELETE FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
|
|
|
|
// Delete Ticket Attachements
|
|
mysqli_query($mysqli, "DELETE FROM ticket_attachments WHERE ticket_attachment_ticket_id = $ticket_id");
|
|
removeDirectory("../uploads/tickets/$ticket_id");
|
|
|
|
// No Need to delete ticket assets as this is cascadely deleted via the database.
|
|
|
|
logAudit("Ticket", "Delete", "$session_name deleted $ticket_prefix$ticket_number along with all replies", $client_id);
|
|
|
|
flashAlert("Ticket <strong>$ticket_prefix$ticket_number</strong> along with all replies deleted", 'error');
|
|
|
|
triggerCustomAction('ticket_delete', $ticket_id);
|
|
|
|
redirect("tickets.php");
|
|
}
|
|
|
|
}
|
|
|
|
if (isset($_POST['bulk_delete_tickets'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 3);
|
|
|
|
if (isset($_POST['ticket_ids'])) {
|
|
|
|
$count = count($_POST['ticket_ids']);
|
|
|
|
// Cycle through array and delete each recurring scheduled ticket
|
|
foreach ($_POST['ticket_ids'] as $ticket_id) {
|
|
|
|
$ticket_id = intval($ticket_id);
|
|
|
|
$client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli, "DELETE FROM tickets WHERE ticket_id = $ticket_id");
|
|
|
|
// Delete all ticket replies
|
|
mysqli_query($mysqli, "DELETE FROM ticket_replies WHERE ticket_reply_ticket_id = $ticket_id");
|
|
|
|
// Delete all ticket views
|
|
mysqli_query($mysqli, "DELETE FROM ticket_views WHERE view_ticket_id = $ticket_id");
|
|
|
|
// Delete ticket watchers
|
|
mysqli_query($mysqli, "DELETE FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
|
|
|
|
// Delete Ticket Attachements
|
|
mysqli_query($mysqli, "DELETE FROM ticket_attachments WHERE ticket_attachment_ticket_id = $ticket_id");
|
|
removeDirectory("../uploads/tickets/$ticket_id");
|
|
|
|
// No Need to delete ticket assets as this is cascadely deleted via the database.
|
|
|
|
logAudit("Ticket", "Delete", "$session_name deleted ticket", 0, $ticket_id);
|
|
|
|
}
|
|
|
|
logAudit("Ticket", "Bulk Delete", "$session_name deleted $count ticket(s)");
|
|
|
|
flashAlert("Deleted <strong>$count</strong> ticket(s)", 'error');
|
|
}
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['bulk_assign_ticket'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// POST variables
|
|
$assign_to = intval($_POST['assign_to']);
|
|
|
|
// Get a Ticket Count
|
|
$ticket_count = count($_POST['ticket_ids']);
|
|
|
|
// Assign Tech to Selected Tickets
|
|
if (!empty($_POST['ticket_ids'])) {
|
|
foreach ($_POST['ticket_ids'] as $ticket_id) {
|
|
$ticket_id = intval($ticket_id);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_status = intval($row['ticket_status']);
|
|
$ticket_name = escapeSql($row['ticket_name']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
if ($ticket_status == 1 && $assigned_to !== 0) {
|
|
$ticket_status = 2;
|
|
}
|
|
|
|
// Allow for un-assigning tickets
|
|
if ($assign_to == 0) {
|
|
$ticket_reply = "Ticket unassigned, pending re-assignment.";
|
|
$agent_name = "No One";
|
|
} else {
|
|
// Get & verify assigned agent details
|
|
$agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users LEFT JOIN user_settings ON users.user_id = user_settings.user_id WHERE users.user_id = $assign_to");
|
|
$agent_details = mysqli_fetch_assoc($agent_details_sql);
|
|
|
|
$agent_name = escapeSql($agent_details['user_name']);
|
|
$agent_email = escapeSql($agent_details['user_email']);
|
|
$ticket_reply = "Ticket re-assigned to $agent_name.";
|
|
|
|
if (!$agent_name) {
|
|
flashAlert("Invalid agent!", 'error');
|
|
redirect();
|
|
}
|
|
}
|
|
|
|
// Update ticket & insert reply
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assign_to, ticket_status = $ticket_status WHERE ticket_id = $ticket_id");
|
|
syncTicketSlaClock($ticket_id);
|
|
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name reassigned ticket $ticket_prefix$ticket_number to $agent_name", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_assign', $ticket_id);
|
|
|
|
$tickets_assigned_body .= "$ticket_prefix$ticket_number - $ticket_subject<br>";
|
|
} // End For Each Ticket ID Loop
|
|
|
|
// Notification
|
|
if ($session_user_id != $assign_to && $assign_to != 0) {
|
|
|
|
// App Notification
|
|
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '$ticket_count Tickets have been assigned to you by $session_name', notification_action = 'tickets.php?status=Open&assigned=$assign_to', notification_client_id = $client_id, notification_user_id = $assign_to");
|
|
|
|
// Agent Email Notification
|
|
if (!empty($config_smtp_provider)) {
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$config_ticket_from_name = escapeSql($config_ticket_from_name);
|
|
$config_ticket_from_email = escapeSql($config_ticket_from_email);
|
|
$company_name = escapeSql($session_company_name);
|
|
|
|
$subject = "$config_app_name - $ticket_count tickets have been assigned to you";
|
|
$body = "Hi $agent_name, <br><br>$session_name assigned $ticket_count tickets to you!<br><br>$tickets_assigned_body<br>Thanks, <br>$session_name<br>$company_name";
|
|
|
|
// Email Ticket Agent
|
|
// Queue Mail
|
|
$data = [
|
|
[
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $agent_email,
|
|
'recipient_name' => $agent_name,
|
|
'subject' => $subject,
|
|
'body' => $body,
|
|
]
|
|
];
|
|
addToMailQueue($data);
|
|
}
|
|
}
|
|
}
|
|
|
|
flashAlert("You assigned <b>$ticket_count</b> Tickets to <b>$agent_name</b>");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['bulk_edit_ticket_priority'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// POST variables
|
|
$priority = escapeSql($_POST['bulk_priority']);
|
|
|
|
// Assign Tech to Selected Tickets
|
|
if (isset($_POST['ticket_ids'])) {
|
|
|
|
// Get a Ticket Count
|
|
$ticket_count = count($_POST['ticket_ids']);
|
|
|
|
foreach ($_POST['ticket_ids'] as $ticket_id) {
|
|
$ticket_id = intval($ticket_id);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$original_ticket_priority = escapeSql($row['ticket_priority']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
// Update ticket & insert reply
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id");
|
|
applyTicketSla($ticket_id);
|
|
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$session_name updated the priority from $current_ticket_priority to $priority', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name updated the priority on ticket $ticket_prefix$ticket_number - $ticket_subject from $original_ticket_priority to $priority", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_update', $ticket_id);
|
|
} // End For Each Ticket ID Loop
|
|
|
|
logAudit("Ticket", " Bulk Edit", "$session_name updated the priority on $ticket_count");
|
|
|
|
flashAlert("You updated the priority for <strong>$ticket_count</strong> Tickets to <strong>$priority</strong>");
|
|
}
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['bulk_edit_ticket_category'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// POST variables
|
|
$category_id = intval($_POST['bulk_category']);
|
|
|
|
// Assign Tech to Selected Tickets
|
|
if (isset($_POST['ticket_ids'])) {
|
|
|
|
// Get a Ticket Count
|
|
$ticket_count = count($_POST['ticket_ids']);
|
|
|
|
foreach ($_POST['ticket_ids'] as $ticket_id) {
|
|
$ticket_id = intval($ticket_id);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, category_name, ticket_client_id FROM tickets LEFT JOIN categories ON ticket_category = category_id WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$previous_ticket_category_name = escapeSql($row['category_name']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
// Get Category Name
|
|
$category_name = escapeSql(getFieldById('categories', $category_id, 'category_name'));
|
|
|
|
// Update ticket
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_category = '$category_id' WHERE ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name updated the category on ticket $ticket_prefix$ticket_number - $ticket_subject from $previous_category_name to $category_name", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_update', $ticket_id);
|
|
} // End For Each Ticket ID Loop
|
|
|
|
logAudit("Ticket", " Bulk Edit", "$session_name updated the category to $category_name on $ticket_count");
|
|
|
|
flashAlert("Category set to $category_name for <strong>$ticket_count</strong> Tickets");
|
|
}
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['bulk_merge_tickets'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$merge_into_ticket_id = intval($_POST['merge_into_ticket_id']); // Parent ticket id
|
|
$merge_comment = escapeSql($_POST['merge_comment']); // Merge comment
|
|
$ticket_reply_type = 'Internal'; // Default all replies to internal
|
|
|
|
// NEW PARENT ticket details
|
|
// Get merge into ticket id (as it may differ from the number)
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_id, ticket_number FROM tickets WHERE ticket_id = $merge_into_ticket_id");
|
|
if (mysqli_num_rows($sql) == 0) {
|
|
flashAlert("Cannot merge into that ticket.", 'error');
|
|
redirect();
|
|
}
|
|
$merge_row = mysqli_fetch_assoc($sql);
|
|
$merge_into_ticket_number = intval($merge_row['ticket_number']); // Parent ticket Number
|
|
|
|
// Update & Close the selected tickets
|
|
if (isset($_POST['ticket_ids'])) {
|
|
|
|
$ticket_count = count($_POST['ticket_ids']); // Get a ticket count
|
|
|
|
foreach ($_POST['ticket_ids'] as $ticket_id) {
|
|
$ticket_id = intval($ticket_id);
|
|
|
|
if ($ticket_id !== $merge_into_ticket_id) {
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
|
|
$current_ticket_priority = escapeSql($row['ticket_priority']);
|
|
$ticket_first_response_at = escapeSql($row['ticket_first_response_at']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
// Update current ticket
|
|
if (empty($ticket_first_response_at)) {
|
|
setTicketFirstResponse($ticket_id);
|
|
}
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number bulk merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_resolved_at = NOW(), ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
|
|
syncTicketSlaClock($ticket_id);
|
|
setTicketResolutionSlaMet($ticket_id);
|
|
|
|
// Update new parent ticket
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was bulk merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = 'Internal', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
|
|
|
|
logAudit("Ticket", "Merged", "$session_name Merged ticket $ticket_prefix$ticket_number into $ticket_prefix$merge_into_ticket_number", $client_id, $ticket_id);
|
|
|
|
// Custom action/notif handler
|
|
triggerCustomAction('ticket_merge', $ticket_id);
|
|
|
|
}
|
|
} // End For Each Ticket ID Loop
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_updated_at = NOW() WHERE ticket_id = $merge_into_ticket_id");
|
|
|
|
flashAlert("<strong>$ticket_count</strong> tickets merged into <strong>$ticket_prefix$merge_into_ticket_number</strong>");
|
|
|
|
}
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['bulk_resolve_tickets'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// POST variables
|
|
$details = mysqli_escape_string($mysqli, $_POST['bulk_details']);
|
|
$ticket_reply_time_worked = escapeSql($_POST['time']);
|
|
$private_note = intval($_POST['bulk_private_note']);
|
|
if ($private_note == 1) {
|
|
$ticket_reply_type = 'Internal';
|
|
} else {
|
|
$ticket_reply_type = 'Public';
|
|
}
|
|
|
|
// Resolve Selected Tickets
|
|
if (isset($_POST['ticket_ids'])) {
|
|
|
|
// Intitialze the counts before the loop
|
|
$ticket_count = 0;
|
|
$skipped_count = 0;
|
|
|
|
foreach ($_POST['ticket_ids'] as $ticket_id) {
|
|
$ticket_id = intval($ticket_id);
|
|
|
|
// Check to make sure Tasks are complete before resolving
|
|
$row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT COUNT('task_id') AS num FROM tasks WHERE task_completed_at IS NULL AND task_ticket_id = $ticket_id"));
|
|
$num_of_open_tasks = $row['num'];
|
|
|
|
if ($num_of_open_tasks == 0) {
|
|
// Count the Ticket Loop
|
|
$ticket_count++;
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$current_ticket_priority = escapeSql($row['ticket_priority']);
|
|
$url_key = escapeSql($row['ticket_url_key']);
|
|
$ticket_first_response_at = escapeSql($row['ticket_first_response_at']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
// Mark FR time if required
|
|
if (empty($ticket_first_response_at)) {
|
|
setTicketFirstResponse($ticket_id);
|
|
}
|
|
|
|
// Update ticket & insert reply
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
|
|
syncTicketSlaClock($ticket_id);
|
|
setTicketResolutionSlaMet($ticket_id);
|
|
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$details', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '$ticket_reply_time_worked', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Resolve", "$session_name resolved $ticket_prefix$ticket_number - $ticket_subject", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_resolve', $ticket_id);
|
|
|
|
// Client notification email
|
|
if ((!empty($config_smtp_provider)) && $config_ticket_client_general_notifications == 1 && $private_note == 0) {
|
|
|
|
// Get Contact details
|
|
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email FROM tickets
|
|
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
|
WHERE ticket_id = $ticket_id
|
|
");
|
|
$row = mysqli_fetch_assoc($ticket_sql);
|
|
|
|
$contact_name = escapeSql($row['contact_name']);
|
|
$contact_email = escapeSql($row['contact_email']);
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$from_name = escapeSql($config_ticket_from_name);
|
|
$from_email = escapeSql($config_ticket_from_email);
|
|
$base_url = escapeSql($config_base_url);
|
|
|
|
// Get Company Info
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$company_name = escapeSql($row['company_name']);
|
|
$company_phone = escapeSql(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code']));
|
|
|
|
// EMAIL
|
|
$subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)";
|
|
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Your ticket regarding \"$ticket_subject\" has been marked as solved and is pending closure.<br><br>$details<br><br> If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>re-open</a> to let us know! <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Portal: https://$base_url/client/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
|
|
|
// Check email valid
|
|
if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
|
|
|
|
$data = [];
|
|
|
|
// Email Ticket Contact
|
|
// Queue Mail
|
|
|
|
$data[] = [
|
|
'from' => $from_email,
|
|
'from_name' => $from_name,
|
|
'recipient' => $contact_email,
|
|
'recipient_name' => $contact_name,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
|
|
// Also Email all the watchers
|
|
$sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
|
|
$body .= "<br><br>----------------------------------------<br>YOU ARE A COLLABORATOR ON THIS TICKET";
|
|
while ($row = mysqli_fetch_assoc($sql_watchers)) {
|
|
$watcher_email = escapeSql($row['watcher_email']);
|
|
|
|
// Queue Mail
|
|
$data[] = [
|
|
'from' => $from_email,
|
|
'from_name' => $from_name,
|
|
'recipient' => $watcher_email,
|
|
'recipient_name' => $watcher_email,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
addToMailQueue($data);
|
|
} // End Mail IF
|
|
} else {
|
|
$skipped_count++;
|
|
} // End Task Check
|
|
} // End Loop
|
|
} // End Array Empty Check
|
|
|
|
flashAlert("Resolved <strong>$ticket_count</strong> Tickets");
|
|
|
|
if ($skipped_count > 0) {
|
|
flashAlert("Resolved <strong>$ticket_count</strong> Tickets <strong>$skipped_count</strong> ticket(s) could not be resolved because they have open tasks.", 'info');
|
|
}
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['bulk_ticket_reply'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// POST variables
|
|
$ticket_reply = mysqli_escape_string($mysqli, $_POST['bulk_reply_details']);
|
|
$ticket_status = intval($_POST['bulk_status']);
|
|
$ticket_reply_time_worked = escapeSql($_POST['time']);
|
|
$private_note = intval($_POST['bulk_private_reply']);
|
|
if ($private_note == 1) {
|
|
$ticket_reply_type = 'Internal';
|
|
} else {
|
|
$ticket_reply_type = 'Public';
|
|
}
|
|
|
|
// Loop Through Tickets and Add Reply along with Email notifications
|
|
if (isset($_POST['ticket_ids'])) {
|
|
|
|
// Get a Ticket Count
|
|
$ticket_count = count($_POST['ticket_ids']);
|
|
|
|
foreach ($_POST['ticket_ids'] as $ticket_id) {
|
|
$ticket_id = intval($ticket_id);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$current_ticket_priority = escapeSql($row['ticket_priority']);
|
|
$url_key = escapeSql($row['ticket_url_key']);
|
|
$ticket_first_response_at = escapeSql($row['ticket_first_response_at']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
if ($client_id) {
|
|
$client_uri = "&client_id=$client_id";
|
|
} else {
|
|
$client_uri = '';
|
|
}
|
|
|
|
// Mark FR time if required - internal notes don't count as a response
|
|
if (empty($ticket_first_response_at) && $ticket_reply_type == 'Public') {
|
|
setTicketFirstResponse($ticket_id);
|
|
}
|
|
|
|
// Add reply
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_time_worked = '$ticket_reply_time_worked', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
|
|
$ticket_reply_id = mysqli_insert_id($mysqli);
|
|
|
|
// Update Ticket Status
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id");
|
|
syncTicketSlaClock($ticket_id);
|
|
|
|
logAudit("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id);
|
|
|
|
// Custom action/notif handler
|
|
if ($ticket_reply_type == 'Internal') {
|
|
triggerCustomAction('ticket_reply_agent_internal', $ticket_id);
|
|
} else {
|
|
triggerCustomAction('reply_reply_agent_public', $ticket_id);
|
|
}
|
|
|
|
// Resolve the ticket, if set
|
|
if ($ticket_status == 4) {
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
|
|
setTicketResolutionSlaMet($ticket_id);
|
|
|
|
// Logging
|
|
logAudit("Ticket", "Resolved", "$session_name resolved Ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_resolve', $ticket_id);
|
|
}
|
|
|
|
// Get Contact Details
|
|
$sql = mysqli_query(
|
|
$mysqli,
|
|
"SELECT contact_name, contact_email, ticket_created_by, ticket_assigned_to
|
|
FROM tickets
|
|
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
|
WHERE ticket_id = $ticket_id"
|
|
);
|
|
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$contact_name = escapeSql($row['contact_name']);
|
|
$contact_email = escapeSql($row['contact_email']);
|
|
$ticket_created_by = intval($row['ticket_created_by']);
|
|
$ticket_assigned_to = intval($row['ticket_assigned_to']);
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$from_name = escapeSql($config_ticket_from_name);
|
|
$from_email = escapeSql($config_ticket_from_email);
|
|
$base_url = escapeSql($config_base_url);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$company_name = escapeSql($row['company_name']);
|
|
$company_phone = escapeSql(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code']));
|
|
|
|
// Send e-mail to client if public update & email is set up
|
|
if ($private_note == 0 && (!empty($config_smtp_provider))) {
|
|
|
|
$subject = "Ticket update - [$ticket_prefix$ticket_number] - $ticket_subject";
|
|
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Your ticket regarding $ticket_subject has been updated.<br><br>--------------------------------<br>$ticket_reply<br>--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$from_email<br>$company_phone";
|
|
|
|
if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
|
|
|
|
$data = [];
|
|
|
|
// Email Ticket Contact
|
|
// Queue Mail
|
|
$data[] = [
|
|
'from' => $from_email,
|
|
'from_name' => $from_name,
|
|
'recipient' => $contact_email,
|
|
'recipient_name' => $contact_name,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
|
|
}
|
|
|
|
// Also Email all the watchers
|
|
$sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
|
|
$body .= "<br><br>----------------------------------------<br>YOU ARE A COLLABORATOR ON THIS TICKET";
|
|
while ($row = mysqli_fetch_assoc($sql_watchers)) {
|
|
$watcher_email = escapeSql($row['watcher_email']);
|
|
|
|
// Queue Mail
|
|
$data[] = [
|
|
'from' => $from_email,
|
|
'from_name' => $from_name,
|
|
'recipient' => $watcher_email,
|
|
'recipient_name' => $watcher_email,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
addToMailQueue($data);
|
|
} //End Mail IF
|
|
|
|
// Notification for assigned ticket user
|
|
if ($session_user_id != $ticket_assigned_to && $ticket_assigned_to != 0) {
|
|
|
|
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '$session_name updated Ticket $ticket_prefix$ticket_number - Subject: $ticket_subject that is assigned to you', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', notification_client_id = $client_id, notification_user_id = $ticket_assigned_to");
|
|
}
|
|
|
|
// Notification for user that opened the ticket
|
|
if ($session_user_id != $ticket_created_by && $ticket_created_by != 0) {
|
|
|
|
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '$session_name updated Ticket $ticket_prefix$ticket_number - Subject: $ticket_subject that you opened', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', notification_client_id = $client_id, notification_user_id = $ticket_created_by");
|
|
}
|
|
} // End Ticket Lopp
|
|
|
|
}
|
|
|
|
flashAlert("Updated <strong>$ticket_count</strong> tickets");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
|
|
// Currently not UI Frontend for this
|
|
if (isset($_POST['bulk_add_ticket_project'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// POST variables
|
|
$project_id = intval($_POST['project_id']);
|
|
|
|
// Get Project Name
|
|
$sql = mysqli_query($mysqli, "SELECT project_name FROM projects WHERE project_id = $project_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$project_name = escapeSql($row['project_name']);
|
|
|
|
// Assign Project to Selected Tickets
|
|
if (isset($_POST['ticket_ids'])) {
|
|
|
|
// Get a Ticket Count
|
|
$ticket_count = count($_POST['ticket_ids']);
|
|
|
|
foreach ($_POST['ticket_ids'] as $ticket_id) {
|
|
$ticket_id = intval($ticket_id);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$current_ticket_priority = escapeSql($row['ticket_priority']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
// Update ticket & insert reply
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_project_id = $project_id WHERE ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Reply", "$session_name added ticket $ticket_prefix$ticket_number - $ticket_subject to project $project_name", $client_id, $ticket_id);
|
|
|
|
|
|
} // End For Each Ticket ID Loop
|
|
|
|
flashAlert("<strong>$ticket_count</strong> Tickets added to Project <strong>$project_name</strong>");
|
|
|
|
}
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['bulk_add_asset_ticket'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$assigned_to = intval($_POST['bulk_assigned_to']);
|
|
if ($assigned_to == 0) {
|
|
$ticket_status = 1;
|
|
} else {
|
|
$ticket_status = 2;
|
|
}
|
|
$subject = escapeSql($_POST['bulk_subject']);
|
|
$priority = escapeSql($_POST['bulk_priority']);
|
|
$category_id = intval($_POST['bulk_category']);
|
|
$details = mysqli_real_escape_string($mysqli, $_POST['bulk_details']);
|
|
$project_id = intval($_POST['bulk_project']);
|
|
$use_primary_contact = intval($_POST['use_primary_contact']);
|
|
$ticket_template_id = intval($_POST['bulk_ticket_template_id']);
|
|
$billable = intval($_POST['bulk_billable'] ?? 0);
|
|
|
|
// Check to see if adding a ticket by template
|
|
if($ticket_template_id) {
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM ticket_templates WHERE ticket_template_id = $ticket_template_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
// Override Template Subject
|
|
if(empty($subject)) {
|
|
$subject = escapeSql($row['ticket_template_subject']);
|
|
}
|
|
$details = mysqli_escape_string($mysqli, $row['ticket_template_details']);
|
|
|
|
// Get Associated Tasks from the ticket template
|
|
$sql_task_templates = mysqli_query($mysqli, "SELECT * FROM task_templates WHERE task_template_ticket_template_id = $ticket_template_id");
|
|
|
|
}
|
|
|
|
// Create ticket for each selected asset
|
|
if (isset($_POST['asset_ids'])) {
|
|
|
|
// Get a Asset Count
|
|
$asset_count = count($_POST['asset_ids']);
|
|
|
|
foreach ($_POST['asset_ids'] as $asset_id) {
|
|
$asset_id = intval($asset_id);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM assets WHERE asset_id = $asset_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$asset_name = escapeSql($row['asset_name']);
|
|
$client_id = intval($row['asset_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
$subject_asset_prepended = "$asset_name - $subject";
|
|
|
|
// Atomically increment and get the new ticket number
|
|
mysqli_query($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);
|
|
|
|
// Sanitize Config Vars from get_settings.php and Session Vars from check_login.php
|
|
$config_ticket_prefix = escapeSql($config_ticket_prefix);
|
|
$config_ticket_from_name = escapeSql($config_ticket_from_name);
|
|
$config_ticket_from_email = escapeSql($config_ticket_from_email);
|
|
$config_base_url = escapeSql($config_base_url);
|
|
|
|
//Generate a unique URL key for clients to access
|
|
$url_key = randomString(32);
|
|
|
|
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_category = $category_id, ticket_subject = '$subject_asset_prepended', ticket_details = '$details', ticket_priority = '$priority', ticket_billable = $billable, ticket_status = $ticket_status, ticket_asset_id = $asset_id, ticket_created_by = $session_user_id, ticket_assigned_to = $assigned_to, ticket_url_key = '$url_key', ticket_client_id = $client_id, ticket_project_id = $project_id");
|
|
|
|
$ticket_id = mysqli_insert_id($mysqli);
|
|
applyTicketSla($ticket_id);
|
|
|
|
// Add Tasks
|
|
if (!empty($_POST['tasks'])) {
|
|
foreach ($_POST['tasks'] as $task) {
|
|
$task_name = escapeSql($task);
|
|
// Check that task_name is not-empty (For some reason the !empty on the array doesnt work here like in watchers)
|
|
if (!empty($task_name)) {
|
|
mysqli_query($mysqli,"INSERT INTO tasks SET task_name = '$task_name', task_ticket_id = $ticket_id");
|
|
}
|
|
}
|
|
}
|
|
|
|
// Add Tasks from Template if Template was selected
|
|
if($ticket_template_id) {
|
|
if (mysqli_num_rows($sql_task_templates) > 0) {
|
|
while ($row = mysqli_fetch_assoc($sql_task_templates)) {
|
|
$task_order = intval($row['task_template_order']);
|
|
$task_name = escapeSql($row['task_template_name']);
|
|
|
|
mysqli_query($mysqli,"INSERT INTO tasks SET task_name = '$task_name', task_order = $task_order, task_ticket_id = $ticket_id");
|
|
}
|
|
}
|
|
}
|
|
|
|
// Custom action/notif handler
|
|
triggerCustomAction('ticket_create', $ticket_id);
|
|
}
|
|
|
|
logAudit("Ticket", "Bulk Create", "$session_name created $asset_count tickets for $asset_count");
|
|
|
|
flashAlert("You created <b>$asset_count</b> tickets for the selected assets");
|
|
|
|
}
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['add_ticket_reply'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$ticket_reply = $_POST['ticket_reply']; // Reply is SQL escaped below
|
|
$ticket_status = intval($_POST['status']);
|
|
|
|
$client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
// Time tracking, inputs & combine into string
|
|
$hours = intval($_POST['hours']);
|
|
$minutes = intval($_POST['minutes']);
|
|
$seconds = intval($_POST['seconds']);
|
|
$ticket_reply_time_worked = escapeSql(sprintf("%02d:%02d:%02d", $hours, $minutes, $seconds));
|
|
|
|
// Defaults
|
|
$send_email = 0;
|
|
$ticket_reply_id = 0;
|
|
if ($_POST['public_reply_type'] == 1 ){
|
|
$ticket_reply_type = 'Public';
|
|
} elseif ($_POST['public_reply_type'] == 2 ) {
|
|
$ticket_reply_type = 'Public';
|
|
$send_email = 1;
|
|
} else {
|
|
$ticket_reply_type = 'Internal';
|
|
}
|
|
// Add Signature to the end of the ticket reply if not Internal and if there is reply
|
|
if ($ticket_reply !== '' && $ticket_reply_type !== 'Internal' && $send_email == 1) {
|
|
$ticket_reply .= getFieldById('user_settings',$session_user_id,'user_config_signature', 'raw');
|
|
}
|
|
|
|
$ticket_reply = mysqli_escape_string($mysqli, $ticket_reply); // SQL Escape Ticket Reply
|
|
|
|
// Update Ticket Status & updated at (in case status didn't change)
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $ticket_status, ticket_updated_at = NOW() WHERE ticket_id = $ticket_id");
|
|
syncTicketSlaClock($ticket_id);
|
|
|
|
// Resolve the ticket, if set
|
|
if ($ticket_status == 4) {
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
|
|
setTicketResolutionSlaMet($ticket_id);
|
|
|
|
logAudit("Ticket", "Resolved", "$session_name resolved Ticket ticket ID $ticket_id", $client_id, $ticket_id);
|
|
}
|
|
|
|
// Process reply actions, if we have a reply to work with (e.g. we're not just editing the status)
|
|
if (!empty($ticket_reply)) {
|
|
|
|
// Add reply
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_time_worked = '$ticket_reply_time_worked', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
|
|
$ticket_reply_id = mysqli_insert_id($mysqli);
|
|
|
|
// Get Ticket Details
|
|
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_status_name, ticket_url_key, ticket_first_response_at, ticket_created_by, ticket_assigned_to, ticket_client_id
|
|
FROM tickets
|
|
LEFT JOIN clients ON ticket_client_id = client_id
|
|
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
|
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
|
WHERE ticket_id = $ticket_id
|
|
");
|
|
|
|
$row = mysqli_fetch_assoc($ticket_sql);
|
|
|
|
$contact_name = escapeSql($row['contact_name']);
|
|
$contact_email = escapeSql($row['contact_email']);
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$ticket_status = intval($row['ticket_status']);
|
|
$ticket_status_name = escapeSql($row['ticket_status_name']);
|
|
$url_key = escapeSql($row['ticket_url_key']);
|
|
$ticket_first_response_at = escapeSql($row['ticket_first_response_at']);
|
|
$ticket_created_by = intval($row['ticket_created_by']);
|
|
$ticket_assigned_to = intval($row['ticket_assigned_to']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
if ($client_id) {
|
|
$client_uri = "&client_id=$client_id";
|
|
} else {
|
|
$client_uri = '';
|
|
}
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$config_ticket_from_name = escapeSql($config_ticket_from_name);
|
|
$config_ticket_from_email = escapeSql($config_ticket_from_email);
|
|
$config_base_url = escapeSql($config_base_url);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$company_name = escapeSql($row['company_name']);
|
|
$company_phone = escapeSql(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code']));
|
|
|
|
// Send e-mail to client if public update & email is set up
|
|
if ($ticket_reply_type == 'Public' && $send_email == 1 && (!empty($config_smtp_provider))) {
|
|
|
|
// Slightly different email subject/text depending on if this update set auto-close
|
|
|
|
if ($ticket_status == 4) {
|
|
// Resolved
|
|
$subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)";
|
|
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Your ticket regarding $ticket_subject has been marked as solved and is pending closure.<br><br>--------------------------------<br>$ticket_reply<br>--------------------------------<br><br>If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>re-open</a> to let us know! <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
|
} else {
|
|
// Anything else
|
|
$subject = "Ticket update - [$ticket_prefix$ticket_number] - $ticket_subject";
|
|
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Your ticket regarding $ticket_subject has been updated.<br><br>--------------------------------<br>$ticket_reply<br>--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status_name<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
|
}
|
|
|
|
if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
|
|
|
|
$data = [];
|
|
|
|
// Email Ticket Contact
|
|
// Queue Mail
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $contact_email,
|
|
'recipient_name' => $contact_name,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
|
|
// Also Email all the watchers
|
|
$sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
|
|
$body .= "<br><br>----------------------------------------<br>YOU ARE A COLLABORATOR ON THIS TICKET";
|
|
while ($row = mysqli_fetch_assoc($sql_watchers)) {
|
|
$watcher_email = escapeSql($row['watcher_email']);
|
|
|
|
// Queue Mail
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $watcher_email,
|
|
'recipient_name' => $watcher_email,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
addToMailQueue($data);
|
|
|
|
}
|
|
//End Mail IF
|
|
|
|
// Notification for assigned ticket user
|
|
if ($session_user_id != $ticket_assigned_to && $ticket_assigned_to != 0) {
|
|
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '$session_name updated Ticket $ticket_prefix$ticket_number - Subject: $ticket_subject that is assigned to you', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', notification_client_id = $client_id, notification_user_id = $ticket_assigned_to");
|
|
}
|
|
|
|
// Notification for user that opened the ticket
|
|
if ($session_user_id != $ticket_created_by && $ticket_created_by != 0) {
|
|
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = '$session_name updated Ticket $ticket_prefix$ticket_number - Subject: $ticket_subject that you opened', notification_action = '/agent/ticket.php?ticket_id=$ticket_id$client_uri', notification_client_id = $client_id, notification_user_id = $ticket_created_by");
|
|
}
|
|
|
|
// Handle first response
|
|
if (empty($ticket_first_response_at) && $ticket_reply_type == 'Public') {
|
|
setTicketFirstResponse($ticket_id);
|
|
}
|
|
|
|
// Custom action/notif handler
|
|
if ($ticket_reply_type == 'Internal') {
|
|
triggerCustomAction('ticket_reply_agent_internal', $ticket_id);
|
|
} else {
|
|
triggerCustomAction('reply_reply_agent_public', $ticket_id);
|
|
}
|
|
|
|
flashAlert("Ticket <strong>$ticket_prefix$ticket_number</strong> has been updated with your reply and was <strong>$ticket_reply_type</strong>");
|
|
|
|
} else {
|
|
flashAlert("Ticket updated");
|
|
}
|
|
|
|
logAudit("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id);
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_reply'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_reply_id = intval($_POST['ticket_reply_id']);
|
|
$ticket_reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']);
|
|
$ticket_reply_type = escapeSql($_POST['ticket_reply_type']);
|
|
$ticket_reply_time_worked = escapeSql($_POST['time']);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_client_id FROM ticket_replies
|
|
LEFT JOIN tickets ON ticket_id = ticket_reply_ticket_id
|
|
WHERE ticket_reply_id = $ticket_reply_id
|
|
LIMIT 1"
|
|
);
|
|
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '$ticket_reply_time_worked' WHERE ticket_reply_id = $ticket_reply_id AND ticket_reply_type != 'Client'") or die(mysqli_error($mysqli));
|
|
|
|
logAudit("Ticket", "Reply", "$session_name edited ticket_reply", $client_id, $ticket_reply_id);
|
|
|
|
flashAlert("Ticket reply updated");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['redact_ticket_reply'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_reply_id = intval($_POST['ticket_reply_id']);
|
|
$ticket_reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_client_id FROM ticket_replies
|
|
LEFT JOIN tickets ON ticket_id = ticket_reply_ticket_id
|
|
WHERE ticket_reply_id = $ticket_reply_id
|
|
LIMIT 1"
|
|
);
|
|
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply = '$ticket_reply' WHERE ticket_reply_id = $ticket_reply_id");
|
|
|
|
logAudit("Ticket", "Reply", "$session_name redacted ticket_reply", $client_id, $ticket_reply_id);
|
|
|
|
flashAlert("Ticket reply redacted");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_GET['archive_ticket_reply'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_reply_id = intval($_GET['archive_ticket_reply']);
|
|
|
|
$ticket_id = intval(getFieldById('ticket_replies', $ticket_reply_id, 'ticket_reply_ticket_id'));
|
|
$client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply_archived_at = NOW() WHERE ticket_reply_id = $ticket_reply_id");
|
|
|
|
logAudit("Ticket Reply", "Archive", "$session_name archived ticket_reply", $client_id, $ticket_reply_id);
|
|
|
|
flashAlert("Ticket reply archived", 'error');
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['merge_ticket'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']); // Child ticket ID to be closed
|
|
$merge_into_ticket_id = intval($_POST['merge_into_ticket_id']); // Parent ticket id
|
|
$merge_comment = escapeSql($_POST['merge_comment']); // Merge comment
|
|
$move_replies = intval($_POST['merge_move_replies']); // Whether to move replies to the new parent ticket
|
|
$ticket_reply_type = 'Internal'; // Default all replies to internal
|
|
|
|
// Get current ticket details
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_details FROM tickets WHERE ticket_id = $ticket_id");
|
|
if (mysqli_num_rows($sql) == 0) {
|
|
flashAlert("No ticket with that ID found.", 'error');
|
|
redirect();
|
|
}
|
|
// CURRENT ticket details
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
|
|
$ticket_first_response_at = escapeSql($row['ticket_first_response_at']);
|
|
|
|
// NEW PARENT ticket details
|
|
// Get merge into ticket id (as it may differ from the number)
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_id, ticket_number, ticket_client_id FROM tickets WHERE ticket_id = $merge_into_ticket_id");
|
|
if (mysqli_num_rows($sql) == 0) {
|
|
flashAlert("Cannot merge into that ticket.", 'error');
|
|
redirect();
|
|
}
|
|
$merge_row = mysqli_fetch_assoc($sql);
|
|
$client_id = intval($merge_row['ticket_client_id']);
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
$merge_into_ticket_number = intval($merge_row['ticket_number']);
|
|
if ($client_id) {
|
|
$has_client = "&client_id=$client_id";
|
|
} else {
|
|
$has_client = "";
|
|
}
|
|
// Sanity check
|
|
if ($ticket_id == $merge_into_ticket_id) {
|
|
flashAlert("Cannot merge into the same ticket.", 'error');
|
|
redirect();
|
|
}
|
|
|
|
// Move ticket replies from child > parent
|
|
if ($move_replies) {
|
|
mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply_ticket_id = $merge_into_ticket_id WHERE ticket_reply_ticket_id = $ticket_id");
|
|
}
|
|
|
|
// Update current ticket
|
|
if (empty($ticket_first_response_at)) {
|
|
setTicketFirstResponse($ticket_id);
|
|
}
|
|
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_resolved_at = NOW(), ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
|
|
syncTicketSlaClock($ticket_id);
|
|
setTicketResolutionSlaMet($ticket_id);
|
|
|
|
//Update new parent ticket
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number was merged into this ticket with comment: $merge_comment.<br><br><b>$ticket_subject</b><br>$ticket_details', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $merge_into_ticket_id");
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_updated_at = NOW() WHERE ticket_id = $merge_into_ticket_id");
|
|
|
|
logAudit("Ticket", "Merged", "$session_name Merged ticket $ticket_prefix$ticket_number into $ticket_prefix$merge_into_ticket_number");
|
|
|
|
triggerCustomAction('ticket_merge', $ticket_id);
|
|
|
|
flashAlert("Ticket merged into $ticket_prefix$merge_into_ticket_number");
|
|
|
|
redirect("ticket.php?ticket_id=$merge_into_ticket_id$has_client");
|
|
|
|
}
|
|
|
|
if (isset($_POST['change_client_ticket'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$client_id = intval($_POST['new_client_id']);
|
|
$contact_id = intval($_POST['new_contact_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
// Set any/all existing replies to internal
|
|
mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply_type = 'Internal' WHERE ticket_reply_ticket_id = $ticket_id");
|
|
|
|
// Update ticket client & contact
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_client_id = $client_id, ticket_contact_id = $contact_id WHERE ticket_id = $ticket_id LIMIT 1");
|
|
applyTicketSla($ticket_id);
|
|
|
|
logAudit("Ticket", "Change", "$session_name changed ticket client", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_update', $ticket_id);
|
|
|
|
flashAlert("Ticket client updated");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_GET['resolve_ticket'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_GET['resolve_ticket']);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_first_response_at = escapeSql($row['ticket_first_response_at']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
// Mark FR
|
|
if (empty($ticket_first_response_at)) {
|
|
setTicketFirstResponse($ticket_id);
|
|
}
|
|
|
|
// Resolve
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
|
|
syncTicketSlaClock($ticket_id);
|
|
setTicketResolutionSlaMet($ticket_id);
|
|
|
|
logAudit("Ticket", "Resolved", "$session_name resolved ticket $ticket_prefix$ticket_number (ID: $ticket_id)", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_resolve', $ticket_id);
|
|
|
|
// Client notification email
|
|
if ((!empty($config_smtp_provider)) && $config_ticket_client_general_notifications == 1) {
|
|
|
|
// Get details
|
|
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_status_name, ticket_assigned_to, ticket_url_key FROM tickets
|
|
LEFT JOIN clients ON ticket_client_id = client_id
|
|
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
|
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
|
WHERE ticket_id = $ticket_id
|
|
");
|
|
$row = mysqli_fetch_assoc($ticket_sql);
|
|
|
|
$contact_name = escapeSql($row['contact_name']);
|
|
$contact_email = escapeSql($row['contact_email']);
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$ticket_assigned_to = intval($row['ticket_assigned_to']);
|
|
$ticket_status = escapeSql($row['ticket_status_name']);
|
|
$url_key = escapeSql($row['ticket_url_key']);
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$config_ticket_from_name = escapeSql($config_ticket_from_name);
|
|
$config_ticket_from_email = escapeSql($config_ticket_from_email);
|
|
$config_base_url = escapeSql($config_base_url);
|
|
|
|
// Get Company Info
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$company_name = escapeSql($row['company_name']);
|
|
$company_phone = escapeSql(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code']));
|
|
|
|
// EMAIL
|
|
$subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)";
|
|
$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Your ticket regarding $ticket_subject has been marked as solved and is pending closure.<br><br>If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>re-open</a> to let us know! <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
|
|
|
// Check email valid
|
|
if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
|
|
|
|
$data = [];
|
|
|
|
// Email Ticket Contact
|
|
// Queue Mail
|
|
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $contact_email,
|
|
'recipient_name' => $contact_name,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
|
|
// Also Email all the watchers
|
|
$sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
|
|
$body .= "<br><br>----------------------------------------<br>YOU ARE A COLLABORATOR ON THIS TICKET";
|
|
while ($row = mysqli_fetch_assoc($sql_watchers)) {
|
|
$watcher_email = escapeSql($row['watcher_email']);
|
|
|
|
// Queue Mail
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $watcher_email,
|
|
'recipient_name' => $watcher_email,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
addToMailQueue($data);
|
|
}
|
|
//End Mail IF
|
|
|
|
flashAlert("Ticket resolved");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_GET['close_ticket'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_GET['close_ticket']);
|
|
$client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
|
|
syncTicketSlaClock($ticket_id);
|
|
setTicketResolutionSlaMet($ticket_id);
|
|
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket closed.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Closed", "$session_name closed ticket ID $ticket_id", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_close', $ticket_id);
|
|
|
|
// Client notification email
|
|
if ((!empty($config_smtp_provider)) && $config_ticket_client_general_notifications == 1) {
|
|
|
|
// Get details
|
|
$ticket_sql = mysqli_query($mysqli, "SELECT contact_name, contact_email, ticket_prefix, ticket_number, ticket_subject, ticket_url_key FROM tickets
|
|
LEFT JOIN clients ON ticket_client_id = client_id
|
|
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
|
WHERE ticket_id = $ticket_id
|
|
");
|
|
$row = mysqli_fetch_assoc($ticket_sql);
|
|
|
|
$contact_name = escapeSql($row['contact_name']);
|
|
$contact_email = escapeSql($row['contact_email']);
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$url_key = escapeSql($row['ticket_url_key']);
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$config_ticket_from_name = escapeSql($config_ticket_from_name);
|
|
$config_ticket_from_email = escapeSql($config_ticket_from_email);
|
|
$config_base_url = escapeSql($config_base_url);
|
|
|
|
// Get Company Info
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone, company_phone_country_code FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$company_name = escapeSql($row['company_name']);
|
|
$company_phone = escapeSql(formatPhoneNumber($row['company_phone'], $row['company_phone_country_code']));
|
|
|
|
// EMAIL
|
|
$subject = "Ticket closed - [$ticket_prefix$ticket_number] - $ticket_subject | (do not reply)";
|
|
$body = "Hello $contact_name,<br><br>Your ticket regarding \"$ticket_subject\" has been closed. <br><br> We hope the request/issue was resolved to your satisfaction, please provide your feedback <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>here</a>. <br>If you need further assistance, please raise a new ticket using the below details. Please do not reply to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Portal: https://$config_base_url/client/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
|
|
|
// Check email valid
|
|
if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
|
|
|
|
$data = [];
|
|
|
|
// Email Ticket Contact
|
|
// Queue Mail
|
|
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $contact_email,
|
|
'recipient_name' => $contact_name,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
|
|
// Also Email all the watchers
|
|
$sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
|
|
$body .= "<br><br>----------------------------------------<br>YOU ARE A COLLABORATOR ON THIS TICKET";
|
|
while ($row = mysqli_fetch_assoc($sql_watchers)) {
|
|
$watcher_email = escapeSql($row['watcher_email']);
|
|
|
|
// Queue Mail
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $watcher_email,
|
|
'recipient_name' => $watcher_email,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
addToMailQueue($data);
|
|
}
|
|
//End Mail IF
|
|
|
|
flashAlert("Ticket Closed, this cannot not be reopened but you may start another one");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_GET['reopen_ticket'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_GET['reopen_ticket']);
|
|
|
|
$client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id");
|
|
syncTicketSlaClock($ticket_id);
|
|
resetTicketResolutionSla($ticket_id);
|
|
|
|
logAudit("Ticket", "Reopened", "$session_name reopened ticket ID $ticket_id", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_update', $ticket_id);
|
|
|
|
flashAlert("Ticket re-opened");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['add_invoice_from_ticket'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
enforceUserPermission('module_sales', 2);
|
|
|
|
$invoice_id = intval($_POST['invoice_id']);
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$date = escapeSql($_POST['date']);
|
|
$category = intval($_POST['category']);
|
|
$scope = escapeSql($_POST['scope']);
|
|
|
|
$sql = mysqli_query(
|
|
$mysqli,
|
|
"SELECT * FROM tickets
|
|
LEFT JOIN clients ON ticket_client_id = client_id
|
|
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
|
LEFT JOIN assets ON ticket_asset_id = asset_id
|
|
LEFT JOIN locations ON ticket_location_id = location_id
|
|
WHERE ticket_id = $ticket_id"
|
|
);
|
|
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$client_id = intval($row['client_id']);
|
|
$client_net_terms = intval($row['client_net_terms']);
|
|
if ($client_net_terms == 0) {
|
|
$client_net_terms = $config_default_net_terms;
|
|
}
|
|
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_category = escapeSql($row['ticket_category']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$ticket_created_at = escapeSql($row['ticket_created_at']);
|
|
$ticket_updated_at = escapeSql($row['ticket_updated_at']);
|
|
$ticket_closed_at = escapeSql($row['ticket_closed_at']);
|
|
|
|
$contact_id = intval($row['contact_id']);
|
|
$contact_name = escapeSql($row['contact_name']);
|
|
$contact_email = escapeSql($row['contact_email']);
|
|
|
|
$asset_id = intval($row['asset_id']);
|
|
|
|
$location_name = escapeSql($row['location_name']);
|
|
|
|
enforceClientAccess();
|
|
|
|
if ($invoice_id == 0) {
|
|
|
|
$invoice_prefix = escapeSql($config_invoice_prefix);
|
|
|
|
// Atomically increment and get the new invoice number
|
|
mysqli_query($mysqli, "
|
|
UPDATE settings
|
|
SET
|
|
config_invoice_next_number = LAST_INSERT_ID(config_invoice_next_number),
|
|
config_invoice_next_number = config_invoice_next_number + 1
|
|
WHERE company_id = 1
|
|
");
|
|
|
|
$invoice_number = mysqli_insert_id($mysqli);
|
|
|
|
//Generate a unique URL key for clients to access
|
|
$url_key = randomString(32);
|
|
|
|
mysqli_query($mysqli, "INSERT INTO invoices SET invoice_prefix = '$config_invoice_prefix', invoice_number = $invoice_number, invoice_scope = '$scope', invoice_date = '$date', invoice_due = DATE_ADD('$date', INTERVAL $client_net_terms day), invoice_currency_code = '$session_company_currency', invoice_category_id = $category, invoice_status = 'Draft', invoice_url_key = '$url_key', invoice_client_id = $client_id");
|
|
$invoice_id = mysqli_insert_id($mysqli);
|
|
} else {
|
|
$sql_invoice = mysqli_query($mysqli, "SELECT invoice_prefix, invoice_number FROM invoices WHERE invoice_id = $invoice_id");
|
|
$row = mysqli_fetch_assoc($sql_invoice);
|
|
$invoice_prefix = escapeSql($row['invoice_prefix']);
|
|
$invoice_number = intval($row['invoice_number']);
|
|
}
|
|
|
|
//Add Item
|
|
$item_name = escapeSql($_POST['item_name']);
|
|
$item_description = escapeSql($_POST['item_description']);
|
|
$qty = floatval($_POST['qty']);
|
|
$price = floatval($_POST['price']);
|
|
$tax_id = intval($_POST['tax_id']);
|
|
|
|
$subtotal = $price * $qty;
|
|
|
|
if ($tax_id > 0) {
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM taxes WHERE tax_id = $tax_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$tax_percent = floatval($row['tax_percent']);
|
|
$tax_amount = $subtotal * $tax_percent / 100;
|
|
} else {
|
|
$tax_amount = 0;
|
|
}
|
|
|
|
$total = $subtotal + $tax_amount;
|
|
|
|
mysqli_query($mysqli, "INSERT INTO invoice_items SET item_name = '$item_name', item_description = '$item_description', item_quantity = $qty, item_price = $price, item_subtotal = $subtotal, item_tax = $tax_amount, item_total = $total, item_order = 1, item_tax_id = $tax_id, item_invoice_id = $invoice_id");
|
|
|
|
//Update Invoice Balances
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM invoices WHERE invoice_id = $invoice_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$new_invoice_amount = floatval($row['invoice_amount']) + $total;
|
|
|
|
mysqli_query($mysqli, "UPDATE invoices SET invoice_amount = $new_invoice_amount WHERE invoice_id = $invoice_id");
|
|
|
|
mysqli_query($mysqli, "INSERT INTO history SET history_status = 'Draft', history_description = 'Invoice created from Ticket $ticket_prefix$ticket_number', history_invoice_id = $invoice_id");
|
|
|
|
// Add internal note to ticket, and link to invoice in database
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Created invoice <a href=\"invoice.php?invoice_id=$invoice_id\">$config_invoice_prefix$invoice_number</a> for this ticket.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_invoice_id = $invoice_id WHERE ticket_id = $ticket_id");
|
|
|
|
logAudit("Invoice", "Create", "$session_name created invoice $invoice_prefix$invoice_number from Ticket $ticket_prefix$ticket_number", $client_id, $invoice_id);
|
|
|
|
flashAlert("Invoice $invoice_prefix$invoice_number created from ticket");
|
|
|
|
redirect("invoice.php?invoice_id=$invoice_id");
|
|
|
|
}
|
|
|
|
if (isset($_POST['add_quote_from_ticket'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
enforceUserPermission('module_sales', 2);
|
|
|
|
require_once 'quote_model.php';
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$item_name = escapeSql($_POST['item_name']);
|
|
$item_description = escapeSql($_POST['item_description']);
|
|
$qty = floatval($_POST['qty']);
|
|
$price = floatval($_POST['price']);
|
|
$tax_id = intval($_POST['tax_id']);
|
|
|
|
// Totals
|
|
$subtotal = $price * $qty;
|
|
$tax_amount = 0;
|
|
if ($tax_id > 0) {
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM taxes WHERE tax_id = $tax_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$tax_percent = floatval($row['tax_percent']);
|
|
$tax_amount = $subtotal * $tax_percent / 100;
|
|
}
|
|
$total = floatval($subtotal + $tax_amount);
|
|
|
|
// Ticket info
|
|
$sql = mysqli_query(
|
|
$mysqli,
|
|
"SELECT ticket_prefix, ticket_number, ticket_client_id FROM tickets WHERE ticket_id = $ticket_id LIMIT 1"
|
|
);
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
enforceClientAccess();
|
|
|
|
// Atomically increment and get the new quote number
|
|
mysqli_query($mysqli, "
|
|
UPDATE settings
|
|
SET
|
|
config_quote_next_number = LAST_INSERT_ID(config_quote_next_number),
|
|
config_quote_next_number = config_quote_next_number + 1
|
|
WHERE company_id = 1
|
|
");
|
|
|
|
$quote_number = mysqli_insert_id($mysqli);
|
|
|
|
//Generate a unique URL key for clients to access
|
|
$quote_url_key = randomString(32);
|
|
|
|
mysqli_query($mysqli,"INSERT INTO quotes SET quote_prefix = '$config_quote_prefix', quote_number = $quote_number, quote_scope = '$scope', quote_date = '$date', quote_expire = '$expire', quote_amount = $total, quote_currency_code = '$session_company_currency', quote_category_id = $category, quote_status = 'Draft', quote_url_key = '$quote_url_key', quote_client_id = $client_id");
|
|
|
|
$quote_id = mysqli_insert_id($mysqli);
|
|
|
|
// Add line item
|
|
mysqli_query($mysqli, "INSERT INTO quote_items SET item_name = '$item_name', item_description = '$item_description', item_quantity = $qty, item_price = $price, item_subtotal = $subtotal, item_tax = $tax_amount, item_total = $total, item_order = 1, item_tax_id = $tax_id, item_quote_id = $quote_id");
|
|
|
|
// Add internal note to ticket, and link to invoice in database
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Created quote <a href=\"quote.php?quote_id=$quote_id\">$config_quote_prefix$quote_number</a> for this ticket.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_quote_id = $quote_id WHERE ticket_id = $ticket_id LIMIT 1");
|
|
|
|
// Logging + redirects
|
|
mysqli_query($mysqli,"INSERT INTO history SET history_status = 'Draft', history_description = 'Quote created from Ticket $ticket_prefix$ticket_number!', history_quote_id = $quote_id");
|
|
logAudit("Quote", "Create", "$session_name created quote $config_quote_prefix$quote_number from ticket $ticket_prefix$ticket_number", $client_id, $quote_id);
|
|
|
|
triggerCustomAction('quote_create', $quote_id);
|
|
|
|
flashAlert("Quote <strong>$config_quote_prefix$quote_number</strong> created");
|
|
redirect("quote.php?quote_id=$quote_id");
|
|
|
|
}
|
|
|
|
if (isset($_POST['export_tickets_csv'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
if ($_POST['client_id']) {
|
|
$client_id = intval($_POST['client_id']);
|
|
$client_query = "WHERE ticket_client_id = $client_id";
|
|
$client_name = getFieldById('clients', $client_id, 'client_name');
|
|
$file_name_prepend = "$client_name-";
|
|
} else {
|
|
$client_query = '';
|
|
$client_name = '';
|
|
$file_name_prepend = "$session_company_name-";
|
|
}
|
|
|
|
$sql = mysqli_query(
|
|
$mysqli,
|
|
"SELECT * FROM tickets
|
|
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
|
$client_query ORDER BY ticket_number ASC"
|
|
);
|
|
|
|
if ($sql->num_rows > 0) {
|
|
$delimiter = ",";
|
|
$enclosure = '"';
|
|
$escape = '\\'; // backslash
|
|
$filename = sanitizeFilename($file_name_prepend . "Tickets-" . date('Y-m-d_H-i-s') . ".csv");
|
|
|
|
//create a file pointer
|
|
$f = fopen('php://memory', 'w');
|
|
|
|
//set column headers
|
|
$fields = array('Ticket Number', 'Priority', 'Status', 'Subject', 'Date Opened', 'Date Resolved', 'Date Closed');
|
|
fputcsv($f, $fields, $delimiter, $enclosure, $escape);
|
|
|
|
//output each row of the data, format line as csv and write to file pointer
|
|
while ($row = $sql->fetch_assoc()) {
|
|
$lineData = array($config_ticket_prefix . $row['ticket_number'], $row['ticket_priority'], $row['ticket_status_name'], $row['ticket_subject'], $row['ticket_created_at'], $row['ticket_resolved_at'], $row['ticket_closed_at']);
|
|
fputcsv($f, array_map('escapeCsvFormula', $lineData), $delimiter, $enclosure, $escape);
|
|
}
|
|
|
|
//move back to beginning of file
|
|
fseek($f, 0);
|
|
|
|
//set headers to download file rather than displayed
|
|
header('Content-Type: text/csv');
|
|
header('Content-Disposition: attachment; filename="' . $filename . '";');
|
|
|
|
//output all remaining data on a file pointer
|
|
fpassthru($f);
|
|
}
|
|
exit;
|
|
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_billable_status'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
enforceUserPermission('module_sales', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$billable_status = intval($_POST['billable_status']);
|
|
if ($billable_status == 0 ) {
|
|
$billable_wording = "Not";
|
|
}
|
|
|
|
// Get ticket details for logging
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_client_id FROM tickets WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli,"UPDATE tickets SET ticket_billable = $billable_status WHERE ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name marked ticket $ticket_prefix$ticket_number as $billable_wording Billable", $client_id, $ticket_id);
|
|
|
|
flashAlert("Ticket marked <strong>$billable_wording Billable</strong>");
|
|
|
|
redirect();
|
|
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_schedule'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$onsite = intval($_POST['onsite']);
|
|
$schedule = escapeSql($_POST['scheduled_date_time']);
|
|
$ticket_link = "client/ticket.php?id=$ticket_id";
|
|
$full_ticket_url = "https://$config_base_url/client/ticket.php?id=$ticket_id";
|
|
$ticket_link_html = "<a href=\"$full_ticket_url\">$ticket_link</a>";
|
|
|
|
$client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
mysqli_query($mysqli,"UPDATE tickets
|
|
SET ticket_schedule = '$schedule', ticket_onsite = $onsite
|
|
WHERE ticket_id = $ticket_id"
|
|
);
|
|
|
|
// Check for other conflicting scheduled items based on 2 hr window
|
|
//TODO make this configurable
|
|
$start = date('Y-m-d H:i:s', strtotime($schedule) - 7200);
|
|
$end = date('Y-m-d H:i:s', strtotime($schedule) + 7200);
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_schedule BETWEEN '$start' AND '$end' AND ticket_id != $ticket_id");
|
|
if (mysqli_num_rows($sql) > 0) {
|
|
$conflicting_tickets = [];
|
|
while ($row = mysqli_fetch_assoc($sql)) {
|
|
$conflicting_tickets[] = $row['ticket_id'] . " - " . $row['ticket_subject'] . " @ " . $row['ticket_schedule'];
|
|
}
|
|
}
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets
|
|
LEFT JOIN clients ON ticket_client_id = client_id
|
|
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
|
LEFT JOIN locations on contact_location_id = location_id
|
|
LEFT JOIN users ON ticket_assigned_to = user_id
|
|
WHERE ticket_id = $ticket_id
|
|
");
|
|
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$client_name = escapeSql($row['client_name']);
|
|
$ticket_details = escapeSql($row['ticket_details']);
|
|
$contact_name = escapeSql($row['contact_name']);
|
|
$contact_email = escapeSql($row['contact_email']);
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$user_name = escapeSql($row['user_name']);
|
|
$user_email = escapeSql($row['user_email']);
|
|
$cal_subject = $ticket_number . ": " . $client_name . " - " . $ticket_subject;
|
|
$ticket_details_truncated = substr($ticket_details, 0, 100);
|
|
$cal_description = $ticket_details_truncated . " - " . $full_ticket_url;
|
|
$cal_location = escapeSql($row["location_address"]);
|
|
$email_datetime = date('l, F j, Y \a\t g:ia', strtotime($schedule));
|
|
|
|
if ($client_id) {
|
|
$client_uri = "&client_id=$client_id";
|
|
} else {
|
|
$client_uri = '';
|
|
}
|
|
|
|
// Sanitize Config Vars
|
|
$config_ticket_from_email = escapeSql($config_ticket_from_email);
|
|
$config_ticket_from_name = escapeSql($config_ticket_from_name);
|
|
$session_company_name = escapeSql($session_company_name);
|
|
|
|
|
|
/// Create iCal event
|
|
$cal_str = createiCalStr($schedule, $cal_subject, $cal_description, $cal_location);
|
|
|
|
// Notify the agent of the scheduled work
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $user_email,
|
|
'recipient_name' => $user_name,
|
|
'subject' => "Ticket Scheduled - [$ticket_prefix$ticket_number] - $ticket_subject",
|
|
'body' => "Hello, " . $user_name . "<br><br>The ticket regarding $ticket_subject has been scheduled for $email_datetime.<br><br>--------------------------------<br><a href=\"https://$config_base_url/agent/ticket.php?ticket_id=$ticket_id$client_uri\">$ticket_link</a><br>--------------------------------<br><br>Please do not reply to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Portal: https://$config_base_url/agent/ticket.php?ticket_id=$ticket_id$client_uri<br><br>~<br>$session_company_name<br>Support Department<br>$config_ticket_from_email",
|
|
'cal_str' => $cal_str
|
|
];
|
|
|
|
if ($config_ticket_client_general_notifications) {
|
|
// Notify the ticket contact of the scheduled work
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $contact_email,
|
|
'recipient_name' => $contact_name,
|
|
'subject' => "Ticket Scheduled - [$ticket_prefix$ticket_number] - $ticket_subject",
|
|
'body' => mysqli_escape_string($mysqli, "<div class='header'>
|
|
Hello, $contact_name
|
|
</div>
|
|
Your ticket regarding $ticket_subject has been scheduled for $email_datetime.
|
|
<br><br>
|
|
<a href='https://$config_base_url/client/ticket.php?id=$ticket_id' class='link-button'>Access your ticket here</a>
|
|
<br><br>
|
|
Please do not reply to this email.
|
|
<br><br>
|
|
<strong>Ticket:</strong> $ticket_prefix$ticket_number<br>
|
|
<strong>Subject:</strong> $ticket_subject<br>
|
|
<br><br>
|
|
<div class='footer'>
|
|
~<br>
|
|
$session_company_name<br>
|
|
Support Department<br>
|
|
$config_ticket_from_email<br>
|
|
</div>
|
|
<div class='no-reply'>
|
|
This is an automated message. Please do not reply directly to this email.
|
|
</div>"),
|
|
'cal_str' => $cal_str
|
|
];
|
|
|
|
// Notify the watchers of the scheduled work
|
|
$sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
|
|
|
|
while ($row = mysqli_fetch_assoc($sql_watchers)) {
|
|
$watcher_email = escapeSql($row['watcher_email']);
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $watcher_email,
|
|
'recipient_name' => $watcher_email,
|
|
'subject' => "Ticket Scheduled - [$ticket_prefix$ticket_number] - $ticket_subject",
|
|
'body' => mysqli_escape_string($mysqli, escapeHtml("<div class='header'>
|
|
Hello,
|
|
</div>
|
|
The ticket regarding $ticket_subject has been scheduled for $email_datetime.
|
|
<br><br>
|
|
<a href='https://$config_base_url/client/ticket.php?id=$ticket_id' class='link-button'>$ticket_link</a>
|
|
<br><br>
|
|
Please do not reply to this email.
|
|
<br><br>
|
|
<strong>Ticket:</strong> $ticket_prefix$ticket_number<br>
|
|
<strong>Subject:</strong> $ticket_subject<br>
|
|
<strong>Portal:</strong> <a href='https://$config_base_url/client/ticket.php?id=$ticket_id'>Access the ticket here</a>
|
|
<br><br>
|
|
<div class='footer'>
|
|
~<br>
|
|
$session_company_name<br>
|
|
Support Department<br>
|
|
$config_ticket_from_email<br>
|
|
</div>
|
|
<div class='no-reply'>
|
|
This is an automated message. Please do not reply directly to this email.
|
|
</div>")),
|
|
'cal_str' => $cal_str
|
|
];
|
|
}
|
|
}
|
|
|
|
// Send
|
|
$response = addToMailQueue($data);
|
|
|
|
// Update ticket reply
|
|
$ticket_reply_note = "Ticket scheduled for $email_datetime " . (boolval($onsite) ? '(onsite).' : '(remote).');
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply_note', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name edited ticket schedule", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_schedule', $ticket_id);
|
|
|
|
if (empty($conflicting_tickets)) {
|
|
flashAlert("Ticket scheduled for $email_datetime");
|
|
redirect();
|
|
} else {
|
|
$_SESSION['alert_type'] = "error";
|
|
flashAlert("Ticket scheduled for $email_datetime. Yet there are conflicting tickets scheduled for the same time: <br>" . implode(", <br>", $conflicting_tickets), 'error');
|
|
redirect("calendar.php");
|
|
}
|
|
|
|
}
|
|
|
|
if (isset($_GET['cancel_ticket_schedule'])) {
|
|
|
|
validateCSRFToken();
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_GET['cancel_ticket_schedule']);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$client_id = intval($row['ticket_client_id']);
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$ticket_schedule = escapeSql($row['ticket_schedule']);
|
|
$ticket_cal_str = escapeSql($row['ticket_cal_str']);
|
|
|
|
// Don't Enforce Client Access if Ticket doesn't have an assigned client
|
|
if ($client_id) {
|
|
enforceClientAccess();
|
|
}
|
|
|
|
if ($client_id) {
|
|
$client_uri = "&client_id=$client_id";
|
|
} else {
|
|
$client_uri = '';
|
|
}
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_schedule = NULL WHERE ticket_id = $ticket_id");
|
|
|
|
// Sanitize Config Vars
|
|
$config_ticket_from_email = escapeSql($config_ticket_from_email);
|
|
$config_ticket_from_name = escapeSql($config_ticket_from_name);
|
|
$session_company_name = escapeSql($session_company_name);
|
|
|
|
//Create iCal event
|
|
$cal_str = createiCalStrCancel($ticket_cal_str);
|
|
|
|
//Send emails
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets
|
|
LEFT JOIN clients ON ticket_client_id = client_id
|
|
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
|
LEFT JOIN locations on contact_location_id = location_id
|
|
LEFT JOIN users ON ticket_assigned_to = user_id
|
|
WHERE ticket_id = $ticket_id
|
|
");
|
|
$row = mysqli_fetch_assoc($sql);
|
|
|
|
$client_id = intval($row['ticket_client_id']);
|
|
$client_name = escapeSql($row['client_name']);
|
|
$ticket_details = escapeSql($row['ticket_details']);
|
|
$contact_name = escapeSql($row['contact_name']);
|
|
$contact_email = escapeSql($row['contact_email']);
|
|
$ticket_prefix = escapeSql($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = escapeSql($row['ticket_subject']);
|
|
$user_name = escapeSql($row['user_name']);
|
|
$user_email = escapeSql($row['user_email']);
|
|
|
|
// Notify the agent of the cancellation
|
|
$data[] = [
|
|
// User Email
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $user_email,
|
|
'recipient_name' => $user_name,
|
|
'subject' => "Ticket Schedule Cancelled - [$ticket_prefix$ticket_number] - $ticket_subject",
|
|
'body' => "Hello, " . $user_name . "<br><br>Scheduled work for the ticket regarding $ticket_subject has been cancelled.<br><br>--------------------------------<br><a href=\"https://$config_base_url/agent/ticket.php?ticket_id=$ticket_id$client_uri\">$ticket_link</a><br>--------------------------------<br><br>Please do not reply to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Portal: https://$config_base_url/agent/ticket.php?id=$ticket_id&client_id=$client_id<br><br>~<br>$session_company_name<br>Support Department<br>$config_ticket_from_email",
|
|
'cal_str' => $cal_str
|
|
];
|
|
|
|
if ($config_ticket_client_general_notifications) {
|
|
// Notify the ticket contact of the cancellation
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $contact_email,
|
|
'recipient_name' => $contact_name,
|
|
'subject' => "Ticket Schedule Cancelled - [$ticket_prefix$ticket_number] - $ticket_subject",
|
|
'body' => mysqli_escape_string($mysqli, "<div class='header'>
|
|
Hello, $contact_name
|
|
</div>
|
|
Scheduled work for your ticket regarding $ticket_subject has been cancelled.
|
|
<br><br>
|
|
<a href='https://$config_base_url/client/ticket.php?id=$ticket_id' class='link-button'>Access your ticket here</a>
|
|
<br><br>
|
|
Please do not reply to this email.
|
|
<br><br>
|
|
<strong>Ticket:</strong> $ticket_prefix$ticket_number<br>
|
|
<strong>Subject:</strong> $ticket_subject<br>
|
|
<br><br>
|
|
<div class='footer'>
|
|
~<br>
|
|
$session_company_name<br>
|
|
Support Department<br>
|
|
$config_ticket_from_email<br>
|
|
</div>
|
|
<div class='no-reply'>
|
|
This is an automated message. Please do not reply directly to this email.
|
|
</div>"),
|
|
'cal_str' => $cal_str
|
|
];
|
|
|
|
// Notify the watchers of the cancellation
|
|
$sql_watchers = mysqli_query($mysqli, "SELECT watcher_email FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id");
|
|
while ($row = mysqli_fetch_assoc($sql_watchers)) {
|
|
$watcher_email = escapeSql($row['watcher_email']);
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $watcher_email,
|
|
'recipient_name' => $watcher_email,
|
|
'subject' => "Ticket Schedule Cancelled - [$ticket_prefix$ticket_number] - $ticket_subject",
|
|
'body' => mysqli_escape_string($mysqli, escapeHtml("<div class='header'>
|
|
Hello,
|
|
</div>
|
|
Scheduled work for the ticket regarding $ticket_subject has been cancelled.
|
|
<br><br>
|
|
<a href='https://$config_base_url/client/ticket.php?id=$ticket_id' class='link-button'>$ticket_link</a>
|
|
<br><br>
|
|
Please do not reply to this email.
|
|
<br><br>
|
|
<strong>Ticket:</strong> $ticket_prefix$ticket_number<br>
|
|
<strong>Subject:</strong> $ticket_subject<br>
|
|
<strong>Portal:</strong> <a href='https://$config_base_url/client/ticket.php?id=$ticket_id'>Access the ticket here</a>
|
|
<br><br>
|
|
<div class='footer'>
|
|
~<br>
|
|
$session_company_name<br>
|
|
Support Department<br>
|
|
$config_ticket_from_email<br>
|
|
</div>
|
|
<div class='no-reply'>
|
|
This is an automated message. Please do not reply directly to this email.
|
|
</div>")),
|
|
'cal_str' => $cal_str
|
|
];
|
|
}
|
|
}
|
|
|
|
// Send email(s)
|
|
addToMailQueue($data);
|
|
|
|
// Update ticket reply
|
|
$ticket_reply_note = "Ticket schedule cancelled.";
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply_note', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
|
|
|
|
logAudit("Ticket", "Edit", "$session_name cancelled ticket schedule", $client_id, $ticket_id);
|
|
|
|
triggerCustomAction('ticket_unschedule', $ticket_id);
|
|
|
|
flashAlert("Ticket schedule cancelled", 'error');
|
|
|
|
redirect();
|
|
|
|
}
|