mirror of https://github.com/itflow-org/itflow
2551 lines
122 KiB
PHP
2551 lines
122 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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if (isset($_POST['add_ticket'])) {
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enforceUserPermission('module_support', 2);
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$client_id = intval($_POST['client']);
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$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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$contact = intval($_POST['contact']);
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$category_id = intval($_POST['category']);
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$subject = sanitizeInput($_POST['subject']);
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$priority = sanitizeInput($_POST['priority']);
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$details = mysqli_real_escape_string($mysqli, $_POST['details']);
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$vendor_ticket_number = sanitizeInput($_POST['vendor_ticket_number']);
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$vendor_id = intval($_POST['vendor']);
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$asset_id = intval($_POST['asset']);
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$location_id = intval($_POST['location']);
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$project_id = intval($_POST['project']);
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$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($_POST['billable'] ?? 0);
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// Add the primary contact as the ticket contact if "Use primary contact" is checked
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if ($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_array($sql);
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$contact = intval($row['contact_id']);
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}
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//Get the next Ticket Number and add 1 for the new ticket number
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$ticket_number = $config_ticket_next_number;
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$new_config_ticket_next_number = $config_ticket_next_number + 1;
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// Sanitize Config Vars from get_settings.php and Session Vars from check_login.php
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$config_ticket_prefix = sanitizeInput($config_ticket_prefix);
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$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
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$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
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$config_base_url = sanitizeInput($config_base_url);
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//Generate a unique URL key for clients to access
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$url_key = randomString(156);
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mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1");
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mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, 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 = $contact, ticket_url_key = '$url_key', ticket_client_id = $client_id, ticket_invoice_id = 0, ticket_project_id = $project_id");
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$ticket_id = mysqli_insert_id($mysqli);
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// Add Tasks from Template if Template was selected
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if($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 ($row = mysqli_fetch_array($sql_task_templates)) {
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$task_order = intval($row['task_template_order']);
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$task_name = sanitizeInput($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 = sanitizeInput($watcher);
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mysqli_query($mysqli, "INSERT INTO ticket_watchers SET watcher_email = '$watcher_email', watcher_ticket_id = $ticket_id");
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}
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}
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// E-mail client
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if (!empty($config_smtp_host) && $config_ticket_client_general_notifications == 1) {
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// Get contact/ticket details
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$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_array($sql);
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$contact_name = sanitizeInput($row['contact_name']);
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$contact_email = sanitizeInput($row['contact_email']);
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$ticket_prefix = sanitizeInput($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$ticket_category = sanitizeInput($row['ticket_category']);
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$ticket_subject = sanitizeInput($row['ticket_subject']);
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$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
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$ticket_priority = sanitizeInput($row['ticket_priority']);
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$ticket_status = sanitizeInput($row['ticket_status']);
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$ticket_status_name = sanitizeInput(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($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
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$row = mysqli_fetch_array($sql);
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$company_name = sanitizeInput($row['company_name']);
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$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
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// EMAILING
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$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_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 ($row = mysqli_fetch_array($sql_watchers)) {
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$watcher_email = sanitizeInput($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' => $body
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];
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}
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addToMailQueue($mysqli, $data);
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// END EMAILING
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}
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// Custom action/notif handler
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customAction('ticket_create', $ticket_id);
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// Logging
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logAction("Ticket", "Create", "$session_name created ticket $config_ticket_prefix$ticket_number - $ticket_subject", $client_id, $ticket_id);
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$_SESSION['alert_message'] = "Ticket <strong>$config_ticket_prefix$ticket_number</strong> created";
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header("Location: ticket.php?ticket_id=$ticket_id");
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}
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if (isset($_POST['edit_ticket'])) {
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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']);
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$notify = intval($_POST['contact_notify'] ?? 0);
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$category_id = intval($_POST['category']);
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$ticket_subject = sanitizeInput($_POST['subject']);
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$billable = intval($_POST['billable'] ?? 0);
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$ticket_priority = sanitizeInput($_POST['priority']);
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$details = mysqli_real_escape_string($mysqli, $_POST['details']);
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$vendor_ticket_number = sanitizeInput($_POST['vendor_ticket_number']);
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$vendor_id = intval($_POST['vendor']);
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$asset_id = intval($_POST['asset']);
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$location_id = intval($_POST['location']);
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$project_id = intval($_POST['project']);
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mysqli_query($mysqli, "UPDATE tickets SET ticket_category = $category_id, ticket_subject = '$ticket_subject', ticket_priority = '$ticket_priority', ticket_billable = $billable, ticket_details = '$details', ticket_vendor_ticket_number = '$vendor_ticket_number', ticket_contact_id = $contact_id, ticket_vendor_id = $vendor_id, ticket_location_id = $location_id, ticket_asset_id = $asset_id, ticket_project_id = $project_id WHERE ticket_id = $ticket_id");
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// Get contact/ticket details after update for logging / email purposes
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$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_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_array($sql);
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$contact_name = sanitizeInput($row['contact_name']);
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$contact_email = sanitizeInput($row['contact_email']);
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$ticket_prefix = sanitizeInput($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$ticket_category = sanitizeInput($row['ticket_category']);
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$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
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$ticket_status = sanitizeInput($row['ticket_status_name']);
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$ticket_created_by = intval($row['ticket_created_by']);
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$ticket_assigned_to = intval($row['ticket_assigned_to']);
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$client_id = intval($row['ticket_client_id']);
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// Notify new contact if selected
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if ($notify && !empty($config_smtp_host)) {
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// Get Company Name Phone Number and Sanitize for Email Sending
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$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
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$row = mysqli_fetch_array($sql);
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$company_name = sanitizeInput($row['company_name']);
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$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
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// Email content
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$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_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' => $body
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];
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}
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addToMailQueue($mysqli, $data);
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}
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// Custom action/notif handler
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customAction('ticket_update', $ticket_id);
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// Logging
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logAction("Ticket", "Edit", "$session_name edited ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
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$_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> updated";
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header("Location: " . $_SERVER["HTTP_REFERER"]);
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}
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if (isset($_POST['edit_ticket_priority'])) {
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enforceUserPermission('module_support', 2);
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$ticket_id = intval($_POST['ticket_id']);
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$priority = sanitizeInput($_POST['priority']);
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$client_id = intval($_POST['client_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_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_array($sql);
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$ticket_prefix = sanitizeInput($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$original_priority = sanitizeInput($row['ticket_priority']);
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$ticket_status = sanitizeInput($row['ticket_status_name']);
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$client_id = intval($row['ticket_client_id']);
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mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id");
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// Update Ticket History
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mysqli_query($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 = $ticket_id");
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// Logging
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logAction("Ticket", "Edit", "$session_name changed priority from $original_priority to $priority for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
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customAction('ticket_update', $ticket_id);
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$_SESSION['alert_message'] = "Priority updated from <strong>$original_priority</strong> to <strong>$priority</strong>";
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header("Location: " . $_SERVER["HTTP_REFERER"]);
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}
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if (isset($_POST['edit_ticket_contact'])) {
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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']);
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$notify = intval($_POST['contact_notify']);
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// Get Original contact, and ticket details
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$sql = mysqli_query($mysqli, "SELECT
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contact_name, ticket_prefix, ticket_number, ticket_status_name, ticket_subject, ticket_details, ticket_url_key, ticket_client_id
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FROM tickets
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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 = $ticket_id"
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);
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$row = mysqli_fetch_array($sql);
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// Original contact
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$original_contact_name = !empty($row['contact_name']) ? sanitizeInput($row['contact_name']) : 'No one';
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// Ticket details
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$ticket_prefix = sanitizeInput($row['ticket_prefix']);
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$ticket_number = intval($row['ticket_number']);
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$ticket_status = sanitizeInput($row['ticket_status_name']);
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$ticket_subject = sanitizeInput($row['ticket_subject']);
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$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
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$url_key = sanitizeInput($row['ticket_url_key']);
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$client_id = intval($row['ticket_client_id']);
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// Update the contact
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mysqli_query($mysqli, "UPDATE tickets SET ticket_contact_id = $contact_id WHERE ticket_id = $ticket_id");
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// Get New contact details
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$sql = mysqli_query($mysqli, "SELECT contact_name, contact_email FROM contacts WHERE contact_id = $contact_id");
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$row = mysqli_fetch_array($sql);
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$contact_name = !empty($row['contact_name']) ? sanitizeInput($row['contact_name']) : 'No one';
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$contact_email = sanitizeInput($row['contact_email']);
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// Notify new contact (if selected, valid & configured)
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if ($notify && filter_var($contact_email, FILTER_VALIDATE_EMAIL) && !empty($config_smtp_host)) {
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// Get Company Phone Number
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$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
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$row = mysqli_fetch_array($sql);
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$company_name = sanitizeInput($row['company_name']);
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$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
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$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
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$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
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// Email content
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$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_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>$company_phone";
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$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' => $body
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];
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addToMailQueue($mysqli, $data);
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}
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// Custom action/notif handler
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customAction('ticket_update', $ticket_id);
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// Update Ticket History
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mysqli_query($mysqli, "INSERT INTO ticket_history SET ticket_history_status = '$ticket_status', ticket_history_description = '$session_name changed the contact from $original_contact_name to $contact_name', ticket_history_ticket_id = $ticket_id");
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// Logging
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logAction("Ticket", "Edit", "$session_name changed the contact from $original_contact_name to $contact_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
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$_SESSION['alert_message'] = "Contact changed from <strong>$original_contact_name</strong> to <strong>$contact_name</strong>";
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header("Location: " . $_SERVER["HTTP_REFERER"]);
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}
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if (isset($_POST['add_ticket_watcher'])) {
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enforceUserPermission('module_support', 2);
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$ticket_id = intval($_POST['ticket_id']);
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$client_id = intval($_POST['client_id']);
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$ticket_number = sanitizeInput($_POST['ticket_number']);
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$watcher_email = sanitizeInput($_POST['watcher_email']);
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$notify = intval($_POST['watcher_notify']);
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mysqli_query($mysqli, "INSERT INTO ticket_watchers SET watcher_email = '$watcher_email', watcher_ticket_id = $ticket_id");
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// Notify watcher
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if ($notify && !empty($config_smtp_host)) {
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// Get contact/ticket details
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$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
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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");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_category = sanitizeInput($row['ticket_category']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
|
|
$ticket_priority = sanitizeInput($row['ticket_priority']);
|
|
$ticket_status = sanitizeInput($row['ticket_status_name']);
|
|
$url_key = sanitizeInput($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']);
|
|
|
|
// Get Company Phone Number
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_array($sql);
|
|
$company_name = sanitizeInput($row['company_name']);
|
|
$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
|
|
|
|
// 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_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
|
|
|
// Only add watcher to email queue if email is valid
|
|
if (filter_var($watcher_email, FILTER_VALIDATE_EMAIL)) {
|
|
$data[] = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $watcher_email,
|
|
'recipient_name' => $watcher_email,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
|
|
addToMailQueue($mysqli, $data);
|
|
}
|
|
|
|
// Logging
|
|
logAction("Ticket", "Edit", "$session_name added $watcher_email as a watcher for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
$_SESSION['alert_message'] = "Added <strong>$watcher_email</strong> as a watcher";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_GET['delete_ticket_watcher'])) {
|
|
|
|
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"
|
|
);
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_status_name = sanitizeInput($row['ticket_status_name']);
|
|
$watcher_email = sanitizeInput($row['watcher_email']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
$ticket_id = intval($row['ticket_id']);
|
|
|
|
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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Edit", "$session_name removed $watcher_email as a watcher for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
$_SESSION['alert_type'] = "error";
|
|
$_SESSION['alert_message'] = "Removed ticket watcher <strong>$watcher_email</strong>";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_asset'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$asset_id = intval($_POST['asset']);
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_asset_id = $asset_id 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"
|
|
);
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_status_name = sanitizeInput($row['ticket_status_name']);
|
|
$asset_name = sanitizeInput($row['asset_name']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Logging
|
|
logAction("Ticket", "Edit", "$session_name changed asset to $asset_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
$_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> asset updated to <strong>$asset_name</strong>";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_vendor'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$vendor_id = intval($_POST['vendor']);
|
|
|
|
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"
|
|
);
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_status_name = sanitizeInput($row['ticket_status_name']);
|
|
$vendor_name = sanitizeInput($row['vendor_name']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Logging
|
|
logAction("Ticket", "Edit", "$session_name set vendor to $vendor_name for ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
$_SESSION['alert_message'] = "Set vendor to <strong>$vendor_name</strong> for ticket <strong>$ticket_prefix$ticket_number</strong>";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['assign_ticket'])) {
|
|
|
|
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 LEFT JOIN user_settings ON users.user_id = user_settings.user_id WHERE users.user_id = $assigned_to AND user_settings.user_role > 1");
|
|
$agent_details = mysqli_fetch_array($agent_details_sql);
|
|
|
|
$agent_name = sanitizeInput($agent_details['user_name']);
|
|
$agent_email = sanitizeInput($agent_details['user_email']);
|
|
$ticket_reply = "Ticket re-assigned to $agent_name.";
|
|
|
|
if (!$agent_name) {
|
|
$_SESSION['alert_type'] = "error";
|
|
$_SESSION['alert_message'] = "Invalid agent!";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
exit();
|
|
}
|
|
}
|
|
|
|
// 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");
|
|
$ticket_details = mysqli_fetch_array($ticket_details_sql);
|
|
|
|
$ticket_prefix = sanitizeInput($ticket_details['ticket_prefix']);
|
|
$ticket_number = intval($ticket_details['ticket_number']);
|
|
$ticket_subject = sanitizeInput($ticket_details['ticket_subject']);
|
|
$client_id = intval($ticket_details['ticket_client_id']);
|
|
$client_name = sanitizeInput($ticket_details['client_name']);
|
|
|
|
if (!$ticket_subject) {
|
|
$_SESSION['alert_type'] = "error";
|
|
$_SESSION['alert_message'] = "Invalid ticket!";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
exit();
|
|
}
|
|
|
|
// Update ticket & insert reply
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assigned_to, ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id");
|
|
|
|
mysqli_query($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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Edit", "$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 $session_name', notification_action = 'ticket.php?ticket_id=$ticket_id', notification_client_id = $client_id, notification_user_id = $assigned_to");
|
|
|
|
// Email Notification
|
|
if (!empty($config_smtp_host)) {
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
|
|
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
|
|
$company_name = sanitizeInput($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/ticket.php?ticket_id=$ticket_id <br><br>Thanks, <br>$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' => $body,
|
|
]
|
|
];
|
|
addToMailQueue($mysqli, $data);
|
|
}
|
|
}
|
|
|
|
customAction('ticket_assign', $ticket_id);
|
|
|
|
$_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> assigned to <strong>$agent_name</strong>";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_GET['delete_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 3);
|
|
|
|
// CSRF Check
|
|
validateCSRFToken($_GET['csrf_token']);
|
|
|
|
$ticket_id = intval($_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");
|
|
$row = mysqli_fetch_array($sql);
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = sanitizeInput($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$ticket_status = sanitizeInput($row['ticket_status']);
|
|
$ticket_closed_at = sanitizeInput($row['ticket_closed_at']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Delete", "$session_name deleted $ticket_prefix$ticket_number along with all replies", $client_id);
|
|
|
|
$_SESSION['alert_type'] = "error";
|
|
$_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> along with all replies deleted";
|
|
|
|
customAction('ticket_delete', $ticket_id);
|
|
|
|
header("Location: tickets.php");
|
|
}
|
|
}
|
|
|
|
if (isset($_POST['bulk_assign_ticket'])) {
|
|
|
|
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");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_status = intval($row['ticket_status']);
|
|
$ticket_name = sanitizeInput($row['ticket_name']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
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 AND user_settings.user_role > 1");
|
|
$agent_details = mysqli_fetch_array($agent_details_sql);
|
|
|
|
$agent_name = sanitizeInput($agent_details['user_name']);
|
|
$agent_email = sanitizeInput($agent_details['user_email']);
|
|
$ticket_reply = "Ticket re-assigned to $agent_name.";
|
|
|
|
if (!$agent_name) {
|
|
$_SESSION['alert_type'] = "error";
|
|
$_SESSION['alert_message'] = "Invalid agent!";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
exit();
|
|
}
|
|
}
|
|
|
|
// Update ticket & insert reply
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assign_to, ticket_status = $ticket_status WHERE ticket_id = $ticket_id");
|
|
|
|
mysqli_query($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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Edit", "$session_name reassigned ticket $ticket_prefix$ticket_number to $agent_name", $client_id, $ticket_id);
|
|
|
|
customAction('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_host)) {
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
|
|
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
|
|
$company_name = sanitizeInput($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' => $body,
|
|
]
|
|
];
|
|
addToMailQueue($mysqli, $data);
|
|
}
|
|
}
|
|
}
|
|
|
|
$_SESSION['alert_message'] = "You assigned <b>$ticket_count</b> Tickets to <b>$agent_name</b>";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['bulk_edit_ticket_priority'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// POST variables
|
|
$priority = sanitizeInput($_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");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$original_ticket_priority = sanitizeInput($row['ticket_priority']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Update ticket & insert reply
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_priority = '$priority' WHERE ticket_id = $ticket_id");
|
|
|
|
mysqli_query($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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Edit", "$session_name updated the priority on ticket $ticket_prefix$ticket_number - $ticket_subject from $original_ticket_priority to $priority", $client_id, $ticket_id);
|
|
|
|
customAction('ticket_update', $ticket_id);
|
|
} // End For Each Ticket ID Loop
|
|
|
|
// Logging
|
|
logAction("Ticket", " Bulk Edit", "$session_name updated the priority on $ticket_count");
|
|
|
|
$_SESSION['alert_message'] = "You updated the priority for <strong>$ticket_count</strong> Tickets to <strong>$priority</strong>";
|
|
}
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['bulk_merge_tickets'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$merge_into_ticket_number = intval($_POST['merge_into_ticket_number']); // Parent ticket *number*
|
|
$merge_comment = sanitizeInput($_POST['merge_comment']); // Merge comment
|
|
|
|
// NEW PARENT ticket details
|
|
// Get merge into ticket id (as it may differ from the number)
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_number = $merge_into_ticket_number");
|
|
if (mysqli_num_rows($sql) == 0) {
|
|
$_SESSION['alert_message'] = "Cannot merge into that ticket.";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
exit();
|
|
}
|
|
$merge_row = mysqli_fetch_array($sql);
|
|
$merge_into_ticket_id = intval($merge_row['ticket_id']); // Parent ticket ID
|
|
|
|
// 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");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
|
|
$current_ticket_priority = sanitizeInput($row['ticket_priority']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Update current ticket
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number bulk merged into $ticket_prefix$merge_into_ticket_number. 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() WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
|
|
|
|
//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 = $merge_into_ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Merged", "$session_name Merged ticket $ticket_prefix$ticket_number into $ticket_prefix$merge_into_ticket_number", $client_id, $ticket_id);
|
|
|
|
// Custom action/notif handler
|
|
customAction('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");
|
|
|
|
$_SESSION['alert_message'] = "<strong>$ticket_count</strong> tickets merged into <strong>$ticket_prefix$merge_into_ticket_number</strong>";
|
|
|
|
}
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
|
|
}
|
|
|
|
if (isset($_POST['bulk_resolve_tickets'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// POST variables
|
|
$details = mysqli_escape_string($mysqli, $_POST['bulk_details']);
|
|
$ticket_reply_time_worked = sanitizeInput($_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'])) {
|
|
|
|
// 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");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$current_ticket_priority = sanitizeInput($row['ticket_priority']);
|
|
$url_key = sanitizeInput($row['ticket_url_key']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Update ticket & insert reply
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
|
|
|
|
mysqli_query($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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Resolve", "$session_name resolved $ticket_prefix$ticket_number - $ticket_subject", $client_id, $ticket_id);
|
|
|
|
customAction('ticket_resolve', $ticket_id);
|
|
|
|
// Client notification email
|
|
if (!empty($config_smtp_host) && $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
|
|
");
|
|
$row = mysqli_fetch_array($ticket_sql);
|
|
|
|
$contact_name = sanitizeInput($row['contact_name']);
|
|
$contact_email = sanitizeInput($row['contact_email']);
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$from_name = sanitizeInput($config_ticket_from_name);
|
|
$from_email = sanitizeInput($config_ticket_from_email);
|
|
$base_url = sanitizeInput($config_base_url);
|
|
|
|
// Get Company Info
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_array($sql);
|
|
$company_name = sanitizeInput($row['company_name']);
|
|
$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
|
|
|
|
|
|
// 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_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/portal/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_array($sql_watchers)) {
|
|
$watcher_email = sanitizeInput($row['watcher_email']);
|
|
|
|
// Queue Mail
|
|
$data[] = [
|
|
'from' => $from_email,
|
|
'from_name' => $from_name,
|
|
'recipient' => $watcher_email,
|
|
'recipient_name' => $watcher_email,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
addToMailQueue($mysqli, $data);
|
|
} // End Mail IF
|
|
} // End Loop
|
|
} // End Array Empty Check
|
|
|
|
$_SESSION['alert_message'] = "Resolved <strong>$ticket_count</strong> Tickets";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['bulk_ticket_reply'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// POST variables
|
|
$ticket_reply = mysqli_escape_string($mysqli, $_POST['bulk_reply_details']);
|
|
$ticket_status = intval($_POST['bulk_status']);
|
|
$ticket_reply_time_worked = sanitizeInput($_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");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$current_ticket_priority = sanitizeInput($row['ticket_priority']);
|
|
$url_key = sanitizeInput($row['ticket_url_key']);
|
|
$client_id = intval($row['ticket_client_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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Reply", "$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') {
|
|
customAction('ticket_reply_agent_internal', $ticket_id);
|
|
} else {
|
|
customAction('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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Resolved", "$session_name resolved Ticket $ticket_prefix$ticket_number", $client_id, $ticket_id);
|
|
|
|
customAction('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"
|
|
);
|
|
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$contact_name = sanitizeInput($row['contact_name']);
|
|
$contact_email = sanitizeInput($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
|
|
$from_name = sanitizeInput($config_ticket_from_name);
|
|
$from_email = sanitizeInput($config_ticket_from_email);
|
|
$base_url = sanitizeInput($config_base_url);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_array($sql);
|
|
$company_name = sanitizeInput($row['company_name']);
|
|
$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
|
|
|
|
// Send e-mail to client if public update & email is set up
|
|
if ($private_note == 0 && !empty($config_smtp_host)) {
|
|
|
|
$subject = "Ticket update - [$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_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_array($sql_watchers)) {
|
|
$watcher_email = sanitizeInput($row['watcher_email']);
|
|
|
|
// Queue Mail
|
|
$data[] = [
|
|
'from' => $from_email,
|
|
'from_name' => $from_name,
|
|
'recipient' => $watcher_email,
|
|
'recipient_name' => $watcher_email,
|
|
'subject' => $subject,
|
|
'body' => $body
|
|
];
|
|
}
|
|
addToMailQueue($mysqli, $data);
|
|
} //End Mail IF
|
|
|
|
// Notification for assigned ticket user
|
|
if ($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: $ticket_subject that is assigned to you', notification_action = 'ticket.php?ticket_id=$ticket_id', 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: $ticket_subject that you opened', notification_action = 'ticket.php?ticket_id=$ticket_id', notification_client_id = $client_id, notification_user_id = $ticket_created_by");
|
|
}
|
|
} // End Ticket Lopp
|
|
|
|
}
|
|
|
|
$_SESSION['alert_message'] = "Updated <strong>$ticket_count</strong> tickets";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
|
|
// Currently not UI Frontend for this
|
|
if (isset($_POST['bulk_add_ticket_project'])) {
|
|
|
|
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");
|
|
$row = mysqli_fetch_array($sql);
|
|
$project_name = sanitizeInput($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");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$current_ticket_priority = sanitizeInput($row['ticket_priority']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
// Update ticket & insert reply
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_project_id = $project_id WHERE ticket_id = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Reply", "$session_name added ticket $ticket_prefix$ticket_number - $ticket_subject to project $project_name", $client_id, $ticket_id);
|
|
|
|
|
|
} // End For Each Ticket ID Loop
|
|
|
|
$_SESSION['alert_message'] = "<strong>$ticket_count</strong> Tickets added to Project <strong>$project_name</strong>";
|
|
|
|
}
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['bulk_add_asset_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// CSRF Check
|
|
validateCSRFToken($_POST['csrf_token']);
|
|
|
|
$client_id = intval($_POST['bulk_client']);
|
|
$assigned_to = intval($_POST['bulk_assigned_to']);
|
|
if ($assigned_to == 0) {
|
|
$ticket_status = 1;
|
|
} else {
|
|
$ticket_status = 2;
|
|
}
|
|
$subject = sanitizeInput($_POST['bulk_subject']);
|
|
$priority = sanitizeInput($_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']);
|
|
|
|
// 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");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
// Override Template Subject
|
|
if(empty($subject)) {
|
|
$subject = sanitizeInput($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");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$asset_name = sanitizeInput($row['asset_name']);
|
|
|
|
$subject_asset_prepended = "$asset_name - $subject";
|
|
|
|
// Get the next Ticket Number and update the config
|
|
$sql_ticket_number = mysqli_query($mysqli, "SELECT config_ticket_next_number FROM settings WHERE company_id = 1");
|
|
$ticket_number_row = mysqli_fetch_array($sql_ticket_number);
|
|
$ticket_number = intval($ticket_number_row['config_ticket_next_number']);
|
|
|
|
// Sanitize Config Vars from get_settings.php and Session Vars from check_login.php
|
|
$config_ticket_prefix = sanitizeInput($config_ticket_prefix);
|
|
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
|
|
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
|
|
$config_base_url = sanitizeInput($config_base_url);
|
|
|
|
//Generate a unique URL key for clients to access
|
|
$url_key = randomString(156);
|
|
|
|
// Increment the config ticket next number
|
|
$new_config_ticket_next_number = $ticket_number + 1;
|
|
|
|
mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1");
|
|
|
|
mysqli_query($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);
|
|
|
|
// Update the next ticket number in the database
|
|
mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1");
|
|
|
|
// Add Tasks
|
|
if (!empty($_POST['tasks'])) {
|
|
foreach ($_POST['tasks'] as $task) {
|
|
$task_name = sanitizeInput($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_array($sql_task_templates)) {
|
|
$task_order = intval($row['task_template_order']);
|
|
$task_name = sanitizeInput($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
|
|
customAction('ticket_create', $ticket_id);
|
|
}
|
|
|
|
// Logging
|
|
logAction("Ticket", "Bulk Create", "$session_name created $asset_count tickets for $asset_count");
|
|
|
|
$_SESSION['alert_message'] = "You created <b>$asset_count</b> tickets for the selected assets";
|
|
|
|
}
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
|
|
if (isset($_POST['add_ticket_reply'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$ticket_reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']);
|
|
$ticket_status = intval($_POST['status']);
|
|
$client_id = intval($_POST['client_id']);
|
|
|
|
// Time tracking, inputs & combine into string
|
|
$hours = intval($_POST['hours']);
|
|
$minutes = intval($_POST['minutes']);
|
|
$seconds = intval($_POST['seconds']);
|
|
$ticket_reply_time_worked = sanitizeInput(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 {
|
|
$ticket_reply_type = 'Internal';
|
|
}
|
|
|
|
// Update Ticket Status & updated at (in case status didn't change)
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $ticket_status, ticket_updated_at = NOW() WHERE ticket_id = $ticket_id");
|
|
|
|
// Resolve the ticket, if set
|
|
if ($ticket_status == 4) {
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Resolved", "$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_client_id, ticket_created_by, ticket_assigned_to
|
|
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
|
|
");
|
|
|
|
$row = mysqli_fetch_array($ticket_sql);
|
|
|
|
$contact_name = sanitizeInput($row['contact_name']);
|
|
$contact_email = sanitizeInput($row['contact_email']);
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$ticket_status = intval($row['ticket_status']);
|
|
$ticket_status_name = sanitizeInput($row['ticket_status_name']);
|
|
$url_key = sanitizeInput($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']);
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
|
|
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
|
|
$config_base_url = sanitizeInput($config_base_url);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_array($sql);
|
|
$company_name = sanitizeInput($row['company_name']);
|
|
$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
|
|
|
|
// Send e-mail to client if public update & email is set up
|
|
if ($ticket_reply_type == 'Public' && $send_email == 1 && !empty($config_smtp_host)) {
|
|
|
|
// 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://$config_base_url/guest_view_ticket.php?ticket_id=$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_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_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_array($sql_watchers)) {
|
|
$watcher_email = sanitizeInput($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' => $body
|
|
];
|
|
}
|
|
addToMailQueue($mysqli, $data);
|
|
|
|
}
|
|
//End Mail IF
|
|
|
|
// Notification for assigned ticket user
|
|
if ($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: $ticket_subject that is assigned to you', notification_action = 'ticket.php?ticket_id=$ticket_id', 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: $ticket_subject that you opened', notification_action = 'ticket.php?ticket_id=$ticket_id', notification_client_id = $client_id, notification_user_id = $ticket_created_by");
|
|
}
|
|
|
|
// Custom action/notif handler
|
|
if ($ticket_reply_type == 'Internal') {
|
|
customAction('ticket_reply_agent_internal', $ticket_id);
|
|
} else {
|
|
customAction('reply_reply_agent_public', $ticket_id);
|
|
}
|
|
|
|
$_SESSION['alert_message'] = "Ticket <strong>$ticket_prefix$ticket_number</strong> has been updated with your reply and was <strong>$ticket_reply_type</strong>";
|
|
|
|
} else {
|
|
$_SESSION['alert_message'] = "Ticket updated";
|
|
}
|
|
|
|
// Logging
|
|
logAction("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id);
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_reply'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_reply_id = intval($_POST['ticket_reply_id']);
|
|
$ticket_reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']);
|
|
$ticket_reply_type = sanitizeInput($_POST['ticket_reply_type']);
|
|
$ticket_reply_time_worked = sanitizeInput($_POST['time']);
|
|
|
|
$client_id = intval($_POST['client_id']);
|
|
|
|
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));
|
|
|
|
// Logging
|
|
logAction("Ticket", "Reply", "$session_name edited ticket_reply", $client_id, $ticket_reply_id);
|
|
|
|
$_SESSION['alert_message'] = "Ticket reply updated";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_GET['archive_ticket_reply'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_reply_id = intval($_GET['archive_ticket_reply']);
|
|
|
|
mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply_archived_at = NOW() WHERE ticket_reply_id = $ticket_reply_id");
|
|
|
|
// Logging
|
|
logAction("Ticket Reply", "Archive", "$session_name archived ticket_reply", 0, $ticket_reply_id);
|
|
|
|
$_SESSION['alert_type'] = "error";
|
|
$_SESSION['alert_message'] = "Ticket reply archived";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['merge_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']); // Child ticket ID to be closed
|
|
$merge_into_ticket_number = intval($_POST['merge_into_ticket_number']); // Parent ticket *number*
|
|
$merge_comment = sanitizeInput($_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) {
|
|
$_SESSION['alert_message'] = "No ticket with that ID found.";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
exit();
|
|
}
|
|
// CURRENT ticket details
|
|
$row = mysqli_fetch_array($sql);
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$ticket_details = mysqli_escape_string($mysqli, $row['ticket_details']);
|
|
|
|
// NEW PARENT ticket details
|
|
// Get merge into ticket id (as it may differ from the number)
|
|
$sql = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_number = $merge_into_ticket_number");
|
|
if (mysqli_num_rows($sql) == 0) {
|
|
$_SESSION['alert_message'] = "Cannot merge into that ticket.";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
exit();
|
|
}
|
|
$merge_row = mysqli_fetch_array($sql);
|
|
$merge_into_ticket_id = intval($merge_row['ticket_id']);
|
|
|
|
// Sanity check
|
|
if ($ticket_number == $merge_into_ticket_number) {
|
|
$_SESSION['alert_message'] = "Cannot merge into the same ticket.";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
exit();
|
|
}
|
|
|
|
// Move ticket replies from child > parent
|
|
if ($move_replies) {
|
|
mysqli_query($mysqli, "UPDATE ticket_replies SET ticket_reply_ticket_id = $merge_into_ticket_id WHERE ticket_reply_ticket_id = $ticket_id");
|
|
}
|
|
|
|
// Update current ticket
|
|
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number merged into $ticket_prefix$merge_into_ticket_number. 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() WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
|
|
|
|
//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 = $merge_into_ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Merged", "$session_name Merged ticket $ticket_prefix$ticket_number into $ticket_prefix$merge_into_ticket_number");
|
|
|
|
customAction('ticket_merge', $ticket_id);
|
|
|
|
$_SESSION['alert_message'] = "Ticket merged into $ticket_prefix$merge_into_ticket_number";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['change_client_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$client_id = intval($_POST['new_client_id']);
|
|
$contact_id = intval($_POST['new_contact_id']);
|
|
|
|
// 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 = $ticket_id LIMIT 1");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Change", "$session_name changed ticket client", $client_id, $ticket_id);
|
|
|
|
customAction('ticket_update', $ticket_id);
|
|
|
|
$_SESSION['alert_message'] = "Ticket client updated";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_GET['resolve_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// CSRF Check
|
|
validateCSRFToken($_GET['csrf_token']);
|
|
|
|
$ticket_id = intval($_GET['resolve_ticket']);
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Resolved", "$session_name resolved ticket ID $ticket_id", 0, $ticket_id);
|
|
|
|
customAction('ticket_resolve', $ticket_id);
|
|
|
|
// Client notification email
|
|
if (!empty($config_smtp_host) && $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, 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
|
|
");
|
|
$row = mysqli_fetch_array($ticket_sql);
|
|
|
|
$contact_name = sanitizeInput($row['contact_name']);
|
|
$contact_email = sanitizeInput($row['contact_email']);
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
$ticket_assigned_to = intval($row['ticket_assigned_to']);
|
|
$ticket_status = sanitizeInput($row['ticket_status_name']);
|
|
$url_key = sanitizeInput($row['ticket_url_key']);
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
|
|
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
|
|
$config_base_url = sanitizeInput($config_base_url);
|
|
|
|
// Get Company Info
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_array($sql);
|
|
$company_name = sanitizeInput($row['company_name']);
|
|
$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
|
|
|
|
// 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_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_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_array($sql_watchers)) {
|
|
$watcher_email = sanitizeInput($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' => $body
|
|
];
|
|
}
|
|
addToMailQueue($mysqli, $data);
|
|
}
|
|
//End Mail IF
|
|
|
|
$_SESSION['alert_message'] = "Ticket resolved";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_GET['close_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
// CSRF Check
|
|
validateCSRFToken($_GET['csrf_token']);
|
|
|
|
$ticket_id = intval($_GET['close_ticket']);
|
|
|
|
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));
|
|
|
|
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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Closed", "$session_name closed ticket ID $ticket_id", 0, $ticket_id);
|
|
|
|
customAction('ticket_close', $ticket_id);
|
|
|
|
// Client notification email
|
|
if (!empty($config_smtp_host) && $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
|
|
");
|
|
$row = mysqli_fetch_array($ticket_sql);
|
|
|
|
$contact_name = sanitizeInput($row['contact_name']);
|
|
$contact_email = sanitizeInput($row['contact_email']);
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$url_key = sanitizeInput($row['ticket_url_key']);
|
|
|
|
// Sanitize Config vars from get_settings.php
|
|
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
|
|
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
|
|
$config_base_url = sanitizeInput($config_base_url);
|
|
|
|
// Get Company Info
|
|
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
|
|
$row = mysqli_fetch_array($sql);
|
|
$company_name = sanitizeInput($row['company_name']);
|
|
$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
|
|
|
|
// 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. 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/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
|
$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://$config_base_url/guest_view_ticket.php?ticket_id=$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/portal/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_array($sql_watchers)) {
|
|
$watcher_email = sanitizeInput($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' => $body
|
|
];
|
|
}
|
|
addToMailQueue($mysqli, $data);
|
|
}
|
|
//End Mail IF
|
|
|
|
$_SESSION['alert_message'] = "Ticket Closed, this cannot not be reopened but you may start another one";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_GET['reopen_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_GET['reopen_ticket']);
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Reopened", "$session_name reopened ticket ID $ticket_id", 0, $ticket_id);
|
|
|
|
customAction('ticket_update', $ticket_id);
|
|
|
|
$_SESSION['alert_message'] = "Ticket re-opened";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['add_invoice_from_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
enforceUserPermission('module_sales', 2);
|
|
|
|
$invoice_id = intval($_POST['invoice_id']);
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$date = sanitizeInput($_POST['date']);
|
|
$category = intval($_POST['category']);
|
|
$scope = sanitizeInput($_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"
|
|
);
|
|
|
|
$row = mysqli_fetch_array($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;
|
|
}
|
|
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_category = sanitizeInput($row['ticket_category']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$ticket_created_at = sanitizeInput($row['ticket_created_at']);
|
|
$ticket_updated_at = sanitizeInput($row['ticket_updated_at']);
|
|
$ticket_closed_at = sanitizeInput($row['ticket_closed_at']);
|
|
|
|
$contact_id = intval($row['contact_id']);
|
|
$contact_name = sanitizeInput($row['contact_name']);
|
|
$contact_email = sanitizeInput($row['contact_email']);
|
|
|
|
$asset_id = intval($row['asset_id']);
|
|
|
|
$location_name = sanitizeInput($row['location_name']);
|
|
|
|
if ($invoice_id == 0) {
|
|
|
|
//Get the last Invoice Number and add 1 for the new invoice number
|
|
$invoice_number = $config_invoice_next_number;
|
|
$new_config_invoice_next_number = $config_invoice_next_number + 1;
|
|
mysqli_query($mysqli, "UPDATE settings SET config_invoice_next_number = $new_config_invoice_next_number WHERE company_id = 1");
|
|
|
|
//Generate a unique URL key for clients to access
|
|
$url_key = randomString(156);
|
|
|
|
mysqli_query($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);
|
|
}
|
|
|
|
//Add Item
|
|
$item_name = sanitizeInput($_POST['item_name']);
|
|
$item_description = sanitizeInput($_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");
|
|
$row = mysqli_fetch_array($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");
|
|
$row = mysqli_fetch_array($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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Invoice", "Create", "$session_name created invoice $config_invoice_prefix$invoice_number from Ticket $ticket_prefix$ticket_number", $client_id, $invoice_id);
|
|
|
|
$_SESSION['alert_message'] = "Invoice $config_invoice_prefix$invoice_number created from ticket";
|
|
|
|
header("Location: invoice.php?invoice_id=$invoice_id");
|
|
}
|
|
|
|
if (isset($_POST['export_client_tickets_csv'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$client_id = intval($_POST['client_id']);
|
|
|
|
//get records from database
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM clients WHERE client_id = $client_id");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$client_name = $row['client_name'];
|
|
|
|
$sql = mysqli_query(
|
|
$mysqli,
|
|
"SELECT * FROM tickets
|
|
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
|
WHERE ticket_client_id = $client_id ORDER BY ticket_number ASC"
|
|
);
|
|
|
|
if ($sql->num_rows > 0) {
|
|
$delimiter = ",";
|
|
$filename = $client_name . "-Tickets-" . date('Y-m-d') . ".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, $delimiter);
|
|
|
|
//output each row of the data, format line as csv and write to file pointer
|
|
while ($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, $lineData, $delimiter);
|
|
}
|
|
|
|
//move back to beginning of file
|
|
fseek($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['add_recurring_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
require_once 'post/user/ticket_recurring_model.php';
|
|
|
|
$start_date = sanitizeInput($_POST['start_date']);
|
|
|
|
// If no contact is selected automatically choose the primary contact for the client
|
|
if ($client_id > 0 && $contact_id == 0) {
|
|
$sql = mysqli_query($mysqli, "SELECT contact_id FROM contacts WHERE contact_client_id = $client_id AND contact_primary = 1");
|
|
$row = mysqli_fetch_array($sql);
|
|
$contact_id = intval($row['contact_id']);
|
|
}
|
|
|
|
// Add recurring (scheduled) ticket
|
|
mysqli_query($mysqli, "INSERT INTO scheduled_tickets SET scheduled_ticket_subject = '$subject', scheduled_ticket_details = '$details', scheduled_ticket_priority = '$priority', scheduled_ticket_frequency = '$frequency', scheduled_ticket_billable = $billable, scheduled_ticket_start_date = '$start_date', scheduled_ticket_next_run = '$start_date', scheduled_ticket_assigned_to = $assigned_to, scheduled_ticket_created_by = $session_user_id, scheduled_ticket_client_id = $client_id, scheduled_ticket_contact_id = $contact_id, scheduled_ticket_asset_id = $asset_id");
|
|
|
|
$scheduled_ticket_id = mysqli_insert_id($mysqli);
|
|
|
|
// Logging
|
|
logAction("Recurring Ticket", "Create", "$session_name created recurring ticket for $subject - $frequency", $client_id, $scheduled_ticket_id);
|
|
|
|
$_SESSION['alert_message'] = "Recurring ticket <strong>$subject - $frequency</strong> created";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['edit_recurring_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
require_once 'post/user/ticket_recurring_model.php';
|
|
|
|
$scheduled_ticket_id = intval($_POST['scheduled_ticket_id']);
|
|
$next_run_date = sanitizeInput($_POST['next_date']);
|
|
|
|
// If no contact is selected automatically choose the primary contact for the client
|
|
if ($client_id > 0 && $contact_id == 0) {
|
|
$sql = mysqli_query($mysqli, "SELECT contact_id FROM contacts WHERE contact_client_id = $client_id AND contact_primary = 1");
|
|
$row = mysqli_fetch_array($sql);
|
|
$contact_id = intval($row['contact_id']);
|
|
}
|
|
|
|
// Edit scheduled ticket
|
|
mysqli_query($mysqli, "UPDATE scheduled_tickets SET scheduled_ticket_subject = '$subject', scheduled_ticket_details = '$details', scheduled_ticket_priority = '$priority', scheduled_ticket_frequency = '$frequency', scheduled_ticket_billable = $billable, scheduled_ticket_next_run = '$next_run_date', scheduled_ticket_assigned_to = $assigned_to, scheduled_ticket_asset_id = $asset_id, scheduled_ticket_contact_id = $contact_id WHERE scheduled_ticket_id = $scheduled_ticket_id");
|
|
|
|
// Logging
|
|
logAction("Recurring Ticket", "Edit", "$session_name edited recurring ticket $subject", $client_id, $scheduled_ticket_id);
|
|
|
|
$_SESSION['alert_message'] = "Recurring ticket <strong>$subject - $frequency</strong> updated";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_GET['force_recurring_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
validateCSRFToken($_GET['csrf_token']);
|
|
|
|
$scheduled_ticket_id = intval($_GET['force_recurring_ticket']);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM scheduled_tickets WHERE scheduled_ticket_id = $scheduled_ticket_id");
|
|
|
|
if (mysqli_num_rows($sql) > 0) {
|
|
$row = mysqli_fetch_array($sql);
|
|
$schedule_id = intval($row['scheduled_ticket_id']);
|
|
$subject = sanitizeInput($row['scheduled_ticket_subject']);
|
|
$details = mysqli_real_escape_string($mysqli, $row['scheduled_ticket_details']);
|
|
$priority = sanitizeInput($row['scheduled_ticket_priority']);
|
|
$frequency = sanitizeInput(strtolower($row['scheduled_ticket_frequency']));
|
|
$billable = intval($row['scheduled_ticket_billable']);
|
|
$old_next_scheduled_date = sanitizeInput($row['scheduled_ticket_next_run']);
|
|
$created_id = intval($row['scheduled_ticket_created_by']);
|
|
$assigned_id = intval($row['scheduled_ticket_assigned_to']);
|
|
$contact_id = intval($row['scheduled_ticket_contact_id']);
|
|
$client_id = intval($row['scheduled_ticket_client_id']);
|
|
$asset_id = intval($row['scheduled_ticket_asset_id']);
|
|
$url_key = randomString(156);
|
|
|
|
$ticket_status = 1; // Default
|
|
if ($assigned_id > 0) {
|
|
$ticket_status = 2; // Set to open if we've auto-assigned an agent
|
|
}
|
|
|
|
// Sanitize Config Vars from get_settings.php and Session Vars from check_login.php
|
|
$config_ticket_prefix = sanitizeInput($config_ticket_prefix);
|
|
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
|
|
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
|
|
$config_base_url = sanitizeInput($config_base_url);
|
|
|
|
// Assign this new ticket the next ticket number & increment config_ticket_next_number by 1 (for the next ticket)
|
|
$ticket_number = $config_ticket_next_number;
|
|
$new_config_ticket_next_number = $config_ticket_next_number + 1;
|
|
mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1");
|
|
|
|
// Raise the ticket
|
|
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = '$ticket_status', ticket_billable = $billable, ticket_url_key = '$url_key', ticket_created_by = $created_id, ticket_assigned_to = $assigned_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id");
|
|
$id = mysqli_insert_id($mysqli);
|
|
|
|
// Notifications
|
|
|
|
customAction('ticket_create', $id);
|
|
|
|
// Get client/contact/ticket details
|
|
$sql = mysqli_query(
|
|
$mysqli,
|
|
"SELECT client_name, contact_name, contact_email, ticket_prefix, ticket_number, ticket_priority, ticket_subject, ticket_details FROM tickets
|
|
LEFT JOIN clients ON ticket_client_id = client_id
|
|
LEFT JOIN contacts ON ticket_contact_id = contact_id
|
|
WHERE ticket_id = $id"
|
|
);
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$contact_name = sanitizeInput($row['contact_name']);
|
|
$contact_email = sanitizeInput($row['contact_email']);
|
|
$client_name = sanitizeInput($row['client_name']);
|
|
$contact_name = sanitizeInput($row['contact_name']);
|
|
$contact_email = sanitizeInput($row['contact_email']);
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_priority = sanitizeInput($row['ticket_priority']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$ticket_details = mysqli_real_escape_string($mysqli, $row['ticket_details']);
|
|
|
|
$data = [];
|
|
|
|
// Notify client by email their ticket has been raised, if general notifications are turned on & there is a valid contact email
|
|
if (!empty($config_smtp_host) && $config_ticket_client_general_notifications == 1 && filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
|
|
|
|
$email_subject = "Ticket created - [$ticket_prefix$ticket_number] - $ticket_subject (scheduled)";
|
|
$email_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 automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/portal/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
|
|
|
|
$email = [
|
|
'from' => $config_ticket_from_email,
|
|
'from_name' => $config_ticket_from_name,
|
|
'recipient' => $contact_email,
|
|
'recipient_name' => $contact_name,
|
|
'subject' => $email_subject,
|
|
'body' => $email_body
|
|
];
|
|
|
|
$data[] = $email;
|
|
|
|
}
|
|
|
|
// Add to the mail queue
|
|
addToMailQueue($mysqli, $data);
|
|
|
|
// Set the next run date (based on the scheduled date, rather than now, so things keep their schedule)
|
|
$dt_old_next_scheduled_date = new DateTime($old_next_scheduled_date);
|
|
if ($frequency == "weekly") {
|
|
$next_run = date_add($dt_old_next_scheduled_date, date_interval_create_from_date_string('1 week'));
|
|
} elseif ($frequency == "monthly") {
|
|
$next_run = date_add($dt_old_next_scheduled_date, date_interval_create_from_date_string('1 month'));
|
|
} elseif ($frequency == "quarterly") {
|
|
$next_run = date_add($dt_old_next_scheduled_date, date_interval_create_from_date_string('3 months'));
|
|
} elseif ($frequency == "biannually") {
|
|
$next_run = date_add($dt_old_next_scheduled_date, date_interval_create_from_date_string('6 months'));
|
|
} elseif ($frequency == "annually") {
|
|
$next_run = date_add($dt_old_next_scheduled_date, date_interval_create_from_date_string('12 months'));
|
|
}
|
|
|
|
// Update the run date
|
|
$next_run = $next_run->format('Y-m-d');
|
|
mysqli_query($mysqli, "UPDATE scheduled_tickets SET scheduled_ticket_next_run = '$next_run' WHERE scheduled_ticket_id = $schedule_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Create", "$session_name force created recurring scheduled $frequency ticket - $config_ticket_prefix$ticket_number - $subject", $client_id, $id);
|
|
|
|
$_SESSION['alert_message'] = "Recurring Ticket Forced";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
|
|
} else {
|
|
$_SESSION['alert_type'] = "error";
|
|
$_SESSION['alert_message'] = "Recurring Ticket Force failed";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
}
|
|
|
|
if (isset($_GET['delete_recurring_ticket'])) {
|
|
|
|
enforceUserPermission('module_support', 3);
|
|
validateCSRFToken($_GET['csrf_token']);
|
|
|
|
$scheduled_ticket_id = intval($_GET['delete_recurring_ticket']);
|
|
|
|
// Get Scheduled Ticket Subject Ticket Prefix, Number and Client ID for logging and alert message
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM scheduled_tickets WHERE scheduled_ticket_id = $scheduled_ticket_id");
|
|
$row = mysqli_fetch_array($sql);
|
|
$subject = sanitizeInput($row['scheduled_ticket_subject']);
|
|
$frequency = sanitizeInput($row['scheduled_ticket_frequency']);
|
|
|
|
$client_id = intval($row['scheduled_ticket_client_id']);
|
|
|
|
// Delete
|
|
mysqli_query($mysqli, "DELETE FROM scheduled_tickets WHERE scheduled_ticket_id = $scheduled_ticket_id");
|
|
|
|
// Logging
|
|
logAction("Recurring Ticket", "Delete", "$session_name deleted recurring ticket $subject", $client_id, $scheduled_ticket_id);
|
|
|
|
$_SESSION['alert_type'] = "error";
|
|
$_SESSION['alert_message'] = "Recurring ticket <strong>$subject - $frequency</strong> deleted";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['bulk_delete_scheduled_tickets']) || isset($_POST['bulk_delete_recurring_tickets'])) {
|
|
|
|
enforceUserPermission('module_support', 3);
|
|
validateCSRFToken($_POST['csrf_token']);
|
|
|
|
if (isset($_POST['scheduled_ticket_ids'])) {
|
|
|
|
$count = count($_POST['scheduled_ticket_ids']);
|
|
|
|
// Cycle through array and delete each recurring scheduled ticket
|
|
foreach ($scheduled_ticket_ids as $scheduled_ticket_id) {
|
|
|
|
$scheduled_ticket_id = intval($scheduled_ticket_id);
|
|
mysqli_query($mysqli, "DELETE FROM scheduled_tickets WHERE scheduled_ticket_id = $scheduled_ticket_id");
|
|
|
|
// Logging
|
|
logAction("Recurring Ticket", "Delete", "$session_name deleted recurring ticket", 0, $scheduled_ticket_id);
|
|
|
|
}
|
|
|
|
// Logging
|
|
logAction("Recurring Ticket", "Bulk Delete", "$session_name deleted $count recurring ticket(s)");
|
|
|
|
$_SESSION['alert_message'] = "Deleted <strong>$count</strong> recurring ticket(s)";
|
|
}
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_billable_status'])) {
|
|
|
|
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");
|
|
$row = mysqli_fetch_array($sql);
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$client_id = intval($row['ticket_client_id']);
|
|
|
|
mysqli_query($mysqli,"UPDATE tickets SET ticket_billable = $billable_status WHERE ticket_id = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Edit", "$session_name marked ticket $ticket_prefix$ticket_number as $billable_wording Billable", $client_id, $ticket_id);
|
|
|
|
$_SESSION['alert_message'] = "Ticket marked <strong>$billable_wording Billable</strong>";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|
|
|
|
if (isset($_POST['edit_ticket_schedule'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_POST['ticket_id']);
|
|
$onsite = intval($_POST['onsite']);
|
|
$schedule = sanitizeInput($_POST['scheduled_date_time']);
|
|
$ticket_link = "ticket.php?ticket_id=$ticket_id";
|
|
$full_ticket_url = "https://$config_base_url/portal/ticket.php?ticket_id=$ticket_id";
|
|
$ticket_link_html = "<a href=\"$full_ticket_url\">$ticket_link</a>";
|
|
|
|
mysqli_query($mysqli,"UPDATE tickets
|
|
SET ticket_schedule = '$schedule', ticket_onsite = $onsite, ticket_status = 3
|
|
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_array($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
|
|
");
|
|
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$client_id = intval($row['ticket_client_id']);
|
|
$client_name = sanitizeInput($row['client_name']);
|
|
$ticket_details = sanitizeInput($row['ticket_details']);
|
|
$contact_name = sanitizeInput($row['contact_name']);
|
|
$contact_email = sanitizeInput($row['contact_email']);
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$user_name = sanitizeInput($row['user_name']);
|
|
$user_email = sanitizeInput($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;
|
|
$cal_location = sanitizeInput($row["location_address"]);
|
|
$email_datetime = date('l, F j, Y \a\t g:ia', strtotime($schedule));
|
|
|
|
// Sanitize Config Vars
|
|
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
|
|
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
|
|
$session_company_name = sanitizeInput($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/ticket.php?id=$ticket_id\">$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/ticket.php?id=$ticket_id<br><br>~<br>$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 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/portal/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_array($sql_watchers)) {
|
|
$watcher_email = sanitizeInput($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, nullable_htmlentities("<div class='header'>
|
|
Hello,
|
|
</div>
|
|
The ticket regarding $ticket_subject has been scheduled for $email_datetime.
|
|
<br><br>
|
|
<a href='https://$config_base_url/portal/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/portal/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
|
|
$response = addToMailQueue($mysqli, $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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Edit", "$session_name edited ticket schedule", $client_id, $ticket_id);
|
|
|
|
customAction('ticket_schedule', $ticket_id);
|
|
|
|
if (empty($conflicting_tickets)) {
|
|
$_SESSION['alert_message'] = "Ticket scheduled for $email_datetime";
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
} else {
|
|
$_SESSION['alert_type'] = "error";
|
|
$_SESSION['alert_message'] = "Ticket scheduled for $email_datetime. Yet there are conflicting tickets scheduled for the same time: <br>" . implode(", <br>", $conflicting_tickets);
|
|
header("Location: calendar_events.php");
|
|
}
|
|
|
|
}
|
|
|
|
if (isset($_GET['cancel_ticket_schedule'])) {
|
|
|
|
enforceUserPermission('module_support', 2);
|
|
|
|
$ticket_id = intval($_GET['cancel_ticket_schedule']);
|
|
|
|
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$client_id = intval($row['ticket_client_id']);
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$ticket_schedule = sanitizeInput($row['ticket_schedule']);
|
|
$ticket_cal_str = sanitizeInput($row['ticket_cal_str']);
|
|
|
|
mysqli_query($mysqli, "UPDATE tickets SET ticket_schedule = NULL, ticket_status = 2 WHERE ticket_id = $ticket_id");
|
|
|
|
// Sanitize Config Vars
|
|
$config_ticket_from_email = sanitizeInput($config_ticket_from_email);
|
|
$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
|
|
$session_company_name = sanitizeInput($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
|
|
");
|
|
$row = mysqli_fetch_array($sql);
|
|
|
|
$client_id = intval($row['ticket_client_id']);
|
|
$client_name = sanitizeInput($row['client_name']);
|
|
$ticket_details = sanitizeInput($row['ticket_details']);
|
|
$contact_name = sanitizeInput($row['contact_name']);
|
|
$contact_email = sanitizeInput($row['contact_email']);
|
|
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
|
|
$ticket_number = intval($row['ticket_number']);
|
|
$ticket_subject = sanitizeInput($row['ticket_subject']);
|
|
$user_name = sanitizeInput($row['user_name']);
|
|
$user_email = sanitizeInput($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/ticket.php?id=$ticket_id\">$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/ticket.php?id=$ticket_id<br><br>~<br>$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/portal/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)) {
|
|
$watcher_email = sanitizeInput($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, nullable_htmlentities("<div class='header'>
|
|
Hello,
|
|
</div>
|
|
Scheduled work for the ticket regarding $ticket_subject has been cancelled.
|
|
<br><br>
|
|
<a href='https://$config_base_url/portal/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/portal/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' => $cal_str
|
|
];
|
|
}
|
|
}
|
|
|
|
// Send email(s)
|
|
addToMailQueue($mysqli, $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 = $ticket_id");
|
|
|
|
// Logging
|
|
logAction("Ticket", "Edit", "$session_name cancelled ticket schedule", $client_id, $ticket_id);
|
|
|
|
customAction('ticket_unschedule', $ticket_id);
|
|
|
|
$_SESSION['alert_message'] = "Ticket schedule cancelled";
|
|
|
|
header("Location: " . $_SERVER["HTTP_REFERER"]);
|
|
}
|