mirror of
https://github.com/itflow-org/itflow
synced 2026-08-05 15:17:17 +00:00
1459 lines
89 KiB
PHP
1459 lines
89 KiB
PHP
<?php
|
|
|
|
// If client_id is in URI then show client Side Bar and client header
|
|
if (isset($_GET['client_id'])) {
|
|
require_once "includes/inc_all_client.php";
|
|
$client_url = "client_id=$client_id&";
|
|
} else {
|
|
require_once "includes/inc_all.php";
|
|
$client_url = '';
|
|
}
|
|
|
|
// Ticket client access overide - This is the only way to show tickets without a client to agents with restricted client access
|
|
$access_permission_query_overide = '';
|
|
if ($client_access_string) {
|
|
$access_permission_query_overide = "AND ticket_client_id IN (0,$client_access_string)";
|
|
}
|
|
|
|
// Perms
|
|
enforceUserPermission('module_support');
|
|
|
|
// Initialize the HTML Purifier to prevent XSS
|
|
require_once "../libs/htmlpurifier/HTMLPurifier.standalone.php";
|
|
|
|
$purifier_config = HTMLPurifier_Config::createDefault();
|
|
$purifier_config->set('Cache.DefinitionImpl', null); // Disable cache by setting a non-existent directory or an invalid one
|
|
$purifier_config->set('URI.AllowedSchemes', ['data' => true, 'src' => true, 'http' => true, 'https' => true]);
|
|
$purifier = new HTMLPurifier($purifier_config);
|
|
|
|
if (isset($_GET['ticket_id'])) {
|
|
$ticket_id = intval($_GET['ticket_id']);
|
|
|
|
$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 users ON ticket_assigned_to = user_id
|
|
LEFT JOIN locations ON ticket_location_id = location_id
|
|
LEFT JOIN assets ON ticket_asset_id = asset_id
|
|
LEFT JOIN asset_interfaces ON interface_asset_id = asset_id AND interface_primary = 1
|
|
LEFT JOIN vendors ON ticket_vendor_id = vendor_id
|
|
LEFT JOIN projects ON ticket_project_id = project_id
|
|
LEFT JOIN quotes ON ticket_quote_id = quote_id
|
|
LEFT JOIN invoices ON ticket_invoice_id = invoice_id
|
|
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
|
|
LEFT JOIN categories ON ticket_category = category_id
|
|
WHERE ticket_id = $ticket_id
|
|
$access_permission_query_overide
|
|
LIMIT 1"
|
|
);
|
|
|
|
if (mysqli_num_rows($sql) == 0) {
|
|
echo "<center><h1 class='text-secondary mt-5'>Nothing to see here</h1><a class='btn btn-lg btn-secondary mt-3' href='tickets.php'><i class='fa fa-fw fa-arrow-left'></i> Go Back</a></center>";
|
|
|
|
require_once "../includes/footer.php";
|
|
} else {
|
|
|
|
$ticket = mysqli_fetch_assoc($sql);
|
|
|
|
$client_id = intval($ticket['client_id']);
|
|
$client_name = escapeHtml($ticket['client_name']);
|
|
|
|
$client_net_terms = intval($ticket['client_net_terms']);
|
|
if ($client_net_terms == 0) {
|
|
$client_net_terms = $config_default_net_terms;
|
|
}
|
|
|
|
$ticket_prefix = escapeHtml($ticket['ticket_prefix']);
|
|
$ticket_number = intval($ticket['ticket_number']);
|
|
$ticket_reference = "$ticket_prefix$ticket_number";
|
|
$ticket_source = escapeHtml($ticket['ticket_source']);
|
|
$ticket_category = intval($ticket['ticket_category']);
|
|
$ticket_category_display = escapeHtml($ticket['category_name']);
|
|
$ticket_subject = escapeHtml($ticket['ticket_subject']);
|
|
$ticket_details = $purifier->purify($ticket['ticket_details']);
|
|
$ticket_priority = escapeHtml($ticket['ticket_priority']);
|
|
$ticket_billable = intval($ticket['ticket_billable']);
|
|
$ticket_scheduled_for = escapeHtml($ticket['ticket_schedule']);
|
|
$ticket_onsite = intval($ticket['ticket_onsite']);
|
|
if ($ticket_scheduled_for) {
|
|
$ticket_scheduled_wording = date('M d, Y • g:i A', strtotime($ticket_scheduled_for));
|
|
} else {
|
|
$ticket_scheduled_wording = "Not scheduled";
|
|
}
|
|
|
|
// Set Ticket Badge Color based of priority
|
|
if ($ticket_priority == "Urgent") {
|
|
$ticket_priority_color = "dark";
|
|
} elseif ($ticket_priority == "High") {
|
|
$ticket_priority_color = "danger";
|
|
} elseif ($ticket_priority == "Medium") {
|
|
$ticket_priority_color = "warning";
|
|
} else {
|
|
$ticket_priority_color = "info";
|
|
}
|
|
$ticket_feedback = escapeHtml($ticket['ticket_feedback']);
|
|
|
|
$ticket_status = intval($ticket['ticket_status_id']);
|
|
$ticket_status_id = intval($ticket['ticket_status_id']);
|
|
$ticket_status_name = escapeHtml($ticket['ticket_status_name']);
|
|
$ticket_status_color = escapeHtml($ticket['ticket_status_color']);
|
|
|
|
$ticket_vendor_ticket_number = escapeHtml($ticket['ticket_vendor_ticket_number']);
|
|
$ticket_created_at = escapeHtml($ticket['ticket_created_at']);
|
|
$ticket_created_at_ago = timeAgo($ticket['ticket_created_at']);
|
|
$ticket_created_by = intval($ticket['ticket_created_by']);
|
|
$ticket_date = date('Y-m-d', strtotime($ticket_created_at));
|
|
$ticket_updated_at = escapeHtml($ticket['ticket_updated_at']);
|
|
$ticket_updated_at_ago = timeAgo($ticket['ticket_updated_at']);
|
|
$ticket_first_response_at = escapeHtml($ticket['ticket_first_response_at']);
|
|
$ticket_sla_id = intval($ticket['ticket_sla_id']);
|
|
$ticket_response_due_at = escapeHtml($ticket['ticket_response_due_at']);
|
|
$ticket_resolution_due_at = escapeHtml($ticket['ticket_resolution_due_at']);
|
|
$ticket_response_sla_met = $ticket['ticket_response_sla_met'];
|
|
$ticket_resolution_sla_met = $ticket['ticket_resolution_sla_met'];
|
|
$ticket_sla_paused = intval($ticket['ticket_status_pauses_sla']);
|
|
$ticket_sla_name = "None";
|
|
if ($ticket_sla_id) {
|
|
$sla_name_sql = mysqli_query($mysqli, "SELECT sla_name FROM slas WHERE sla_id = $ticket_sla_id");
|
|
if (mysqli_num_rows($sla_name_sql)) {
|
|
$ticket_sla_name = escapeHtml(mysqli_fetch_assoc($sla_name_sql)['sla_name']);
|
|
}
|
|
}
|
|
$ticket_resolved_at = escapeHtml($ticket['ticket_resolved_at']);
|
|
$ticket_resolved_at_ago = timeAgo($ticket['ticket_resolved_at']);
|
|
$ticket_closed_at = escapeHtml($ticket['ticket_closed_at']);
|
|
$ticket_closed_at_ago = timeAgo($ticket['ticket_closed_at']);
|
|
$ticket_closed_by = intval($ticket['ticket_closed_by']);
|
|
|
|
// The three states the page keys its controls off
|
|
$ticket_is_closed = !empty($ticket_closed_at);
|
|
$ticket_is_resolved = !empty($ticket_resolved_at);
|
|
$ticket_is_open = !$ticket_is_resolved && !$ticket_is_closed;
|
|
$can_edit_ticket = lookupUserPermission("module_support") >= 2;
|
|
|
|
$ticket_assigned_to = intval($ticket['ticket_assigned_to']);
|
|
if (empty($ticket_assigned_to)) {
|
|
$ticket_assigned_to_display = "<span class='text-danger'><i class='fas fa-fw fa-user-slash mr-1'></i>Unassigned</span>";
|
|
} else {
|
|
$ticket_assigned_to_display = escapeHtml($ticket['user_name']);
|
|
}
|
|
|
|
// Tab Title // No Sanitizing needed
|
|
$page_title = $ticket['ticket_subject'];
|
|
$tab_title = "{$ticket['ticket_prefix']}{$ticket['ticket_number']}";
|
|
|
|
$contact_id = intval($ticket['contact_id']);
|
|
$contact_name = escapeHtml($ticket['contact_name']);
|
|
$contact_title = escapeHtml($ticket['contact_title']);
|
|
$contact_email = escapeHtml($ticket['contact_email']);
|
|
$contact_phone_country_code = escapeHtml($ticket['contact_phone_country_code']);
|
|
$contact_phone = escapeHtml(formatPhoneNumber($ticket['contact_phone'], $contact_phone_country_code));
|
|
$contact_extension = escapeHtml($ticket['contact_extension']);
|
|
$contact_mobile_country_code = escapeHtml($ticket['contact_mobile_country_code']);
|
|
$contact_mobile = escapeHtml(formatPhoneNumber($ticket['contact_mobile'], $contact_mobile_country_code));
|
|
|
|
$asset_id = intval($ticket['asset_id']);
|
|
$asset_name = escapeHtml($ticket['asset_name']);
|
|
$asset_type = escapeHtml($ticket['asset_type']);
|
|
$asset_icon = getAssetIcon($asset_type);
|
|
|
|
$vendor_id = intval($ticket['ticket_vendor_id']);
|
|
$vendor_name = escapeHtml($ticket['vendor_name']);
|
|
$vendor_contact_name = escapeHtml($ticket['vendor_contact_name']);
|
|
$vendor_phone_country_code = escapeHtml($ticket['vendor_phone_country_code']);
|
|
$vendor_phone = escapeHtml(formatPhoneNumber($ticket['vendor_phone'], $vendor_phone_country_code));
|
|
$vendor_email = escapeHtml($ticket['vendor_email']);
|
|
$vendor_website = escapeHtml($ticket['vendor_website']);
|
|
|
|
$location_id = intval($ticket['location_id']);
|
|
$location_name = escapeHtml($ticket['location_name']);
|
|
$location_phone = formatPhoneNumber($ticket['location_phone']);
|
|
|
|
$quote_id = intval($ticket['ticket_quote_id']);
|
|
$quote_prefix = escapeHtml($ticket['quote_prefix']);
|
|
$quote_number = intval($ticket['quote_number']);
|
|
// The quote row may have been deleted out from under the ticket
|
|
$quote_reference = $quote_number ? "$quote_prefix$quote_number" : "#$quote_id";
|
|
|
|
$invoice_id = intval($ticket['ticket_invoice_id']);
|
|
$invoice_prefix = escapeHtml($ticket['invoice_prefix']);
|
|
$invoice_number = intval($ticket['invoice_number']);
|
|
// Same for the invoice - fall back to the id rather than rendering a bare 0
|
|
$invoice_reference = $invoice_number ? "$invoice_prefix$invoice_number" : "#$invoice_id";
|
|
|
|
$project_id = intval($ticket['project_id']);
|
|
$project_name = escapeHtml($ticket['project_name']);
|
|
$project_manager = intval($ticket['project_manager']);
|
|
$project_manager_name = '';
|
|
if ($project_manager) {
|
|
$project_manager_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $project_manager"));
|
|
$project_manager_name = escapeHtml($project_manager_row['user_name']);
|
|
}
|
|
|
|
$ticket_created_by_display = '';
|
|
if ($ticket_created_by) {
|
|
$created_by_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $ticket_created_by"));
|
|
$ticket_created_by_display = escapeHtml($created_by_row['user_name']);
|
|
}
|
|
|
|
$ticket_closed_by_display = '';
|
|
if ($ticket_is_closed) {
|
|
$ticket_closed_by_display = 'User';
|
|
if (!empty($ticket_closed_by)) {
|
|
$closed_by_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT user_name FROM users WHERE user_id = $ticket_closed_by"));
|
|
$ticket_closed_by_display = escapeHtml($closed_by_row['user_name']);
|
|
}
|
|
}
|
|
|
|
/*
|
|
* How much else this contact has open. The old queries compared the
|
|
* integer ticket_status column against the string 'Closed', which MySQL
|
|
* casts to 0 - so "open" matched every ticket and "closed" matched none.
|
|
* Resolution state lives in ticket_resolved_at, same as the ticket list.
|
|
*/
|
|
$contact_open_tickets = 0;
|
|
if ($contact_id) {
|
|
$contact_open_tickets = intval(mysqli_fetch_row(mysqli_query(
|
|
$mysqli,
|
|
"SELECT COUNT(ticket_id) FROM tickets
|
|
WHERE ticket_contact_id = $contact_id
|
|
AND ticket_id != $ticket_id
|
|
AND ticket_resolved_at IS NULL"
|
|
))[0]);
|
|
}
|
|
|
|
// Reply counts, one pass - these drive the conversation filter
|
|
$reply_counts = array('total' => 0, 'public' => 0, 'internal' => 0);
|
|
$sql_reply_counts = mysqli_query(
|
|
$mysqli,
|
|
"SELECT ticket_reply_type, COUNT(ticket_reply_id) AS reply_count
|
|
FROM ticket_replies
|
|
WHERE ticket_reply_archived_at IS NULL AND ticket_reply_ticket_id = $ticket_id
|
|
GROUP BY ticket_reply_type"
|
|
);
|
|
while ($reply_count_row = mysqli_fetch_assoc($sql_reply_counts)) {
|
|
$reply_count = intval($reply_count_row['reply_count']);
|
|
$reply_counts['total'] += $reply_count;
|
|
if ($reply_count_row['ticket_reply_type'] == 'Internal') {
|
|
$reply_counts['internal'] += $reply_count;
|
|
} else {
|
|
$reply_counts['public'] += $reply_count;
|
|
}
|
|
}
|
|
|
|
// Get Total Ticket Time
|
|
$ticket_total_reply_time = escapeHtml(mysqli_fetch_assoc(mysqli_query(
|
|
$mysqli,
|
|
"SELECT SEC_TO_TIME(SUM(TIME_TO_SEC(ticket_reply_time_worked))) AS ticket_total_reply_time
|
|
FROM ticket_replies WHERE ticket_reply_archived_at IS NULL AND ticket_reply_ticket_id = $ticket_id"
|
|
))['ticket_total_reply_time']);
|
|
|
|
/*
|
|
* Agents who have worked this ticket. The old query joined every reply's
|
|
* ticket_reply_by against users, but a Client reply stores a CONTACT id
|
|
* there - so any contact whose id collided with a user id showed up as a
|
|
* collaborator. That is the bug the old commented-out block ran into.
|
|
*/
|
|
$ticket_collaborators = escapeHtml(mysqli_fetch_assoc(mysqli_query(
|
|
$mysqli,
|
|
"SELECT GROUP_CONCAT(DISTINCT user_name ORDER BY user_name SEPARATOR ', ') AS user_names
|
|
FROM ticket_replies
|
|
INNER JOIN users ON ticket_reply_by = user_id
|
|
WHERE ticket_reply_archived_at IS NULL
|
|
AND ticket_reply_ticket_id = $ticket_id
|
|
AND ticket_reply_type != 'Client'"
|
|
))['user_names']);
|
|
|
|
// Get ticket replies
|
|
$sql_ticket_replies = mysqli_query($mysqli, "SELECT * FROM ticket_replies
|
|
LEFT JOIN users ON ticket_reply_by = user_id
|
|
LEFT JOIN contacts ON ticket_reply_by = contact_id
|
|
WHERE ticket_reply_ticket_id = $ticket_id
|
|
AND ticket_reply_archived_at IS NULL
|
|
ORDER BY ticket_reply_id DESC"
|
|
);
|
|
|
|
/*
|
|
* Every attachment on the ticket in one query, split by reply. The page
|
|
* used to fire one attachment query per reply as it rendered.
|
|
*/
|
|
$ticket_attachments = array(); // attachments on the ticket itself
|
|
$reply_attachments = array(); // attachments keyed by reply id
|
|
$sql_all_attachments = mysqli_query(
|
|
$mysqli,
|
|
"SELECT ticket_attachment_id, ticket_attachment_name, ticket_attachment_reply_id
|
|
FROM ticket_attachments WHERE ticket_attachment_ticket_id = $ticket_id"
|
|
);
|
|
while ($attachment_row = mysqli_fetch_assoc($sql_all_attachments)) {
|
|
$attachment_reply_id = intval($attachment_row['ticket_attachment_reply_id']);
|
|
if ($attachment_reply_id) {
|
|
$reply_attachments[$attachment_reply_id][] = $attachment_row;
|
|
} else {
|
|
$ticket_attachments[] = $attachment_row;
|
|
}
|
|
}
|
|
|
|
// Get Watchers
|
|
$sql_ticket_watchers = mysqli_query($mysqli, "SELECT * FROM ticket_watchers WHERE watcher_ticket_id = $ticket_id ORDER BY watcher_email DESC");
|
|
$watcher_count = mysqli_num_rows($sql_ticket_watchers);
|
|
|
|
// Get Additional Assets
|
|
$sql_additional_assets = mysqli_query($mysqli, "SELECT * FROM assets, ticket_assets
|
|
WHERE assets.asset_id = ticket_assets.asset_id
|
|
AND ticket_id = $ticket_id
|
|
AND assets.asset_id != $asset_id"
|
|
);
|
|
|
|
// Get Tasks
|
|
$sql_tasks = mysqli_query($mysqli, "SELECT * FROM tasks WHERE task_ticket_id = $ticket_id ORDER BY task_order ASC, task_id ASC");
|
|
$task_count = mysqli_num_rows($sql_tasks);
|
|
|
|
$completed_task_count = intval(mysqli_fetch_row(mysqli_query(
|
|
$mysqli,
|
|
"SELECT COUNT(task_id) FROM tasks WHERE task_ticket_id = $ticket_id AND task_completed_at IS NOT NULL"
|
|
))[0]);
|
|
|
|
// Tasks Completed Percent
|
|
$tasks_completed_percent = 0;
|
|
if ($task_count) {
|
|
$tasks_completed_percent = round(($completed_task_count / $task_count) * 100);
|
|
}
|
|
|
|
// Tasks still open block resolving the ticket - the page says so rather than just hiding the button
|
|
$tasks_block_resolve = $task_count !== $completed_task_count;
|
|
|
|
/*
|
|
* All approvals for this ticket's tasks in one query. The task loop used
|
|
* to run two approval queries per row.
|
|
*/
|
|
$task_approvals = array();
|
|
if ($task_count) {
|
|
$sql_task_approvals = mysqli_query(
|
|
$mysqli,
|
|
"SELECT approval_id, approval_task_id, approval_scope, approval_type,
|
|
approval_required_user_id, approval_created_by, approval_status
|
|
FROM task_approvals
|
|
INNER JOIN tasks ON approval_task_id = task_id
|
|
WHERE task_ticket_id = $ticket_id
|
|
AND approval_status IN ('pending','declined')"
|
|
);
|
|
while ($approval_row = mysqli_fetch_assoc($sql_task_approvals)) {
|
|
$task_approvals[intval($approval_row['approval_task_id'])][] = $approval_row;
|
|
}
|
|
}
|
|
|
|
/*
|
|
* Ticket history. agent/post/ticket.php has been writing priority, SLA,
|
|
* contact, watcher and asset changes here all along - the page fetched
|
|
* the rows and then never rendered them.
|
|
*/
|
|
$sql_ticket_history = mysqli_query($mysqli, "SELECT ticket_history_description, ticket_history_created_at
|
|
FROM ticket_history
|
|
WHERE ticket_history_ticket_id = $ticket_id
|
|
ORDER BY ticket_history_id DESC"
|
|
);
|
|
$ticket_history_count = mysqli_num_rows($sql_ticket_history);
|
|
|
|
/*
|
|
* The single most useful thing on the page: which clock is running and
|
|
* how long is left. Everything else about the SLA is detail.
|
|
*/
|
|
$sla_state = ''; // breached | at_risk | paused | met | running
|
|
$sla_label = '';
|
|
$sla_class = '';
|
|
$sla_icon = 'fa-stopwatch';
|
|
if ($ticket_sla_id) {
|
|
$sla_next_due = empty($ticket_first_response_at) ? $ticket_response_due_at : $ticket_resolution_due_at;
|
|
$sla_next_label = empty($ticket_first_response_at) ? 'First response due' : 'Resolution due';
|
|
$ticket_sla_alert_stage = max(intval($ticket['ticket_response_sla_alert_stage']), intval($ticket['ticket_resolution_sla_alert_stage']));
|
|
$sla_breached = (!is_null($ticket_response_sla_met) && !$ticket_response_sla_met)
|
|
|| (!is_null($ticket_resolution_sla_met) && !$ticket_resolution_sla_met)
|
|
|| $ticket_sla_alert_stage == 2;
|
|
|
|
if ($sla_breached) {
|
|
$sla_state = 'breached';
|
|
$sla_label = 'SLA breached';
|
|
$sla_class = 'badge-danger';
|
|
$sla_icon = 'fa-exclamation-triangle';
|
|
} elseif (!$ticket_is_open) {
|
|
$sla_state = 'met';
|
|
$sla_label = 'SLA met';
|
|
$sla_class = 'badge-success';
|
|
$sla_icon = 'fa-check';
|
|
} elseif ($ticket_sla_paused) {
|
|
$sla_state = 'paused';
|
|
$sla_label = 'SLA paused';
|
|
$sla_class = 'badge-secondary';
|
|
$sla_icon = 'fa-pause';
|
|
} elseif (!empty($sla_next_due)) {
|
|
$sla_overdue = strtotime($sla_next_due) < time();
|
|
$sla_state = $sla_overdue ? 'breached' : 'running';
|
|
$sla_label = $sla_next_label . ' ' . timeAgo($sla_next_due);
|
|
$sla_class = $sla_overdue ? 'badge-danger' : 'badge-light border';
|
|
}
|
|
}
|
|
|
|
?>
|
|
|
|
<link rel="stylesheet" href="css/ticket.css">
|
|
|
|
<!-- Collision detection reads this - keep it outside the reply form so it exists on resolved tickets too -->
|
|
<input type="hidden" id="ticket_id" value="<?= $ticket_id ?>">
|
|
|
|
<!--
|
|
Ticket header - everything you need to identify the ticket and know
|
|
what state it is in, without scrolling or hunting across cards.
|
|
-->
|
|
<div class="card">
|
|
<div class="card-body pb-2">
|
|
|
|
<div class="d-flex flex-wrap justify-content-between">
|
|
|
|
<div class="mr-3" style="min-width: 0;">
|
|
|
|
<!--
|
|
The breadcrumb band above the card is gone, so these lines
|
|
can each have room rather than being crammed onto one.
|
|
-->
|
|
<!-- The ticket's name is the page heading, so it comes first -->
|
|
<h4 class="ticket-subject mb-1">
|
|
<?= $ticket_subject ?>
|
|
<?php if ($can_edit_ticket && !$ticket_is_closed) { ?>
|
|
<a href="#" class="btn btn-tool ajax-modal" data-modal-url="modals/ticket/ticket_edit.php?id=<?= $ticket_id ?>" data-modal-size="lg" title="Edit subject and details">
|
|
<i class="fas fa-edit"></i>
|
|
</a>
|
|
<?php } ?>
|
|
</h4>
|
|
|
|
<!-- Who it belongs to, where it came from, and anyone else in here right now -->
|
|
<div class="ticket-meta">
|
|
<span class="badge badge-pill badge-dark mr-2"><?= $ticket_reference ?></span>
|
|
|
|
<?php if ($client_id) { ?>
|
|
<a href="client_overview.php?client_id=<?= $client_id ?>"><?= $client_name ?></a>
|
|
<?php } else { ?>
|
|
<span class="text-muted">No client</span>
|
|
<?php } ?>
|
|
|
|
<?php if ($contact_id) { ?>
|
|
<i class="fas fa-fw fa-angle-right"></i>
|
|
<a href="#" class="ajax-modal" data-modal-size="lg" data-modal-url="modals/contact/contact.php?id=<?= $contact_id ?>"><?= $contact_name ?></a>
|
|
<?php } ?>
|
|
|
|
<?php if ($ticket_category) { ?><span class="mx-1">·</span><?= $ticket_category_display ?><?php } ?>
|
|
<span class="mx-1">·</span>Opened <?= $ticket_created_at_ago ?>
|
|
<?php if ($ticket_created_by_display) { echo " by " . $ticket_created_by_display; } ?>
|
|
<?php if ($ticket_source) { ?><span class="mx-1">·</span>via <?= $ticket_source ?><?php } ?>
|
|
<?php if ($ticket_updated_at) { ?>
|
|
<span class="mx-1">·</span><span title="<?= $ticket_updated_at ?>">Updated <?= $ticket_updated_at_ago ?></span>
|
|
<?php } ?>
|
|
<span class="text-info" id="ticket_collision_viewing"></span>
|
|
</div>
|
|
|
|
</div>
|
|
|
|
<!-- Actions -->
|
|
<?php if ($can_edit_ticket) {
|
|
// Whether the joined button group has anything in it - an empty
|
|
// btn-group would still contribute its separator margin
|
|
$show_quote_button = $config_module_enable_accounting && $ticket_billable == 1 && empty($quote_id) && empty($invoice_id) && lookupUserPermission("module_sales") >= 2;
|
|
$show_invoice_button = $config_module_enable_accounting && $ticket_billable == 1 && empty($invoice_id) && lookupUserPermission("module_sales") >= 2;
|
|
$has_action_buttons = $show_quote_button || $show_invoice_button || !$ticket_is_closed;
|
|
?>
|
|
<div class="d-print-none text-right">
|
|
<div class="d-flex flex-wrap justify-content-end align-items-start">
|
|
<?php if ($has_action_buttons) { ?>
|
|
<div class="btn-group mr-3 mb-1">
|
|
|
|
<?php if ($show_quote_button) { ?>
|
|
<a href="#" class="btn btn-light ajax-modal" data-modal-url="modals/ticket/ticket_quote_add.php?ticket_id=<?= $ticket_id ?>" data-modal-size="lg">
|
|
<i class="fas fa-fw fa-comment-dollar mr-2"></i>Quote
|
|
</a>
|
|
<?php } ?>
|
|
|
|
<?php if ($show_invoice_button) { ?>
|
|
<a href="#" class="btn btn-light ajax-modal" data-modal-url="modals/ticket/ticket_invoice_add.php?ticket_id=<?= $ticket_id ?>" data-modal-size="lg">
|
|
<i class="fas fa-fw fa-file-invoice mr-2"></i>Invoice
|
|
</a>
|
|
<?php } ?>
|
|
|
|
<?php if (!$ticket_is_closed) { ?>
|
|
|
|
<?php if ($ticket_is_resolved) { ?>
|
|
<a href="post.php?reopen_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" class="btn btn-light">
|
|
<i class="fas fa-fw fa-redo mr-2"></i>Reopen
|
|
</a>
|
|
<?php } ?>
|
|
|
|
<?php if (!$ticket_is_resolved) { ?>
|
|
<a href="post.php?resolve_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>"
|
|
class="btn btn-dark confirm-link <?php if ($tasks_block_resolve) { echo "disabled"; } ?>"
|
|
id="ticket_close"
|
|
<?php if ($tasks_block_resolve) { ?>
|
|
title="<?= $task_count - $completed_task_count ?> task<?= ($task_count - $completed_task_count) == 1 ? '' : 's' ?> still open"
|
|
onclick="return false;"
|
|
<?php } ?>
|
|
>
|
|
<i class="fas fa-fw fa-check mr-2"></i>Resolve
|
|
</a>
|
|
<?php } else { ?>
|
|
<a href="post.php?close_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" class="btn btn-dark confirm-link" id="ticket_close">
|
|
<i class="fas fa-fw fa-gavel mr-2"></i>Close
|
|
</a>
|
|
<?php } ?>
|
|
|
|
<?php } ?>
|
|
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<div class="dropdown dropleft mb-1">
|
|
<button class="btn btn-secondary" type="button" data-toggle="dropdown" title="More actions">
|
|
<i class="fas fa-ellipsis-v"></i>
|
|
</button>
|
|
<div class="dropdown-menu">
|
|
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_summary.php?ticket_id=<?= $ticket_id ?>" data-modal-size="lg">
|
|
<i class="fas fa-fw fa-lightbulb mr-2"></i>Summarize
|
|
</a>
|
|
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_merge.php?ticket_id=<?= $ticket_id ?>">
|
|
<i class="fas fa-fw fa-clone mr-2"></i>Merge Ticket
|
|
</a>
|
|
<!-- Attaching things to the ticket lives on the Linked card, next to what it attaches -->
|
|
<div class="dropdown-divider"></div>
|
|
<a class="dropdown-item ajax-modal" href="#" id="clientChangeTicketModalLoad" data-modal-url="modals/ticket/ticket_change_client.php?ticket_id=<?= $ticket_id ?>">
|
|
<i class="fas fa-fw fa-people-carry mr-2"></i>Change Client
|
|
</a>
|
|
<?php if (lookupUserPermission("module_support") == 3) { ?>
|
|
<div class="dropdown-divider"></div>
|
|
<a class="dropdown-item text-danger text-bold confirm-link" href="post.php?delete_ticket=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-trash mr-2"></i>Delete
|
|
</a>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
|
|
<?php if ($tasks_block_resolve && !$ticket_is_resolved && !$ticket_is_closed) { ?>
|
|
<!-- The Resolve button used to just disappear here with no explanation -->
|
|
<div class="small text-warning mt-2">
|
|
<i class="fas fa-fw fa-exclamation-circle mr-1"></i><?= $task_count - $completed_task_count ?> open task<?= ($task_count - $completed_task_count) == 1 ? '' : 's' ?> before this can be resolved
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
</div>
|
|
|
|
<!--
|
|
Every stateful value is a labelled field here rather than a floating
|
|
badge cluster up by the title. Labels make each one scannable, and
|
|
fields in a gutter cannot collide with each other the way loose
|
|
inline badges did.
|
|
-->
|
|
<div class="ticket-fields border-top mt-2 pt-1">
|
|
|
|
<div class="ticket-field">
|
|
<div class="ticket-field-label">Status</div>
|
|
<div class="ticket-field-value">
|
|
<span class="badge badge-pill p-2 text-light" style="background-color: <?= $ticket_status_color ?>"><?= $ticket_status_name ?></span>
|
|
</div>
|
|
</div>
|
|
|
|
<div class="ticket-field">
|
|
<div class="ticket-field-label">Priority</div>
|
|
<div class="ticket-field-value">
|
|
<a href="#" title="Change priority"
|
|
class="text-decoration-none<?php if ($can_edit_ticket && !$ticket_is_closed) { echo " ajax-modal"; } ?>"
|
|
<?php if ($can_edit_ticket && !$ticket_is_closed) { ?>
|
|
data-modal-url="modals/ticket/ticket_priority.php?id=<?= $ticket_id ?>"
|
|
<?php } ?>
|
|
>
|
|
<span class="badge badge-pill badge-<?= $ticket_priority_color ?> p-2"><?= $ticket_priority ?></span>
|
|
</a>
|
|
</div>
|
|
</div>
|
|
|
|
<?php if ($ticket_sla_id || $can_edit_ticket) { ?>
|
|
<div class="ticket-field">
|
|
<div class="ticket-field-label">SLA</div>
|
|
<div class="ticket-field-value">
|
|
<a href="#" title="SLA plan: <?= $ticket_sla_name ?>"
|
|
class="text-decoration-none<?php if ($can_edit_ticket && !$ticket_is_closed) { echo " ajax-modal"; } ?>"
|
|
<?php if ($can_edit_ticket && !$ticket_is_closed) { ?>
|
|
data-modal-url="modals/ticket/ticket_sla.php?id=<?= $ticket_id ?>"
|
|
<?php } ?>
|
|
>
|
|
<?php if ($sla_label) { ?>
|
|
<span class="badge badge-pill <?= $sla_class ?> p-2"><i class="fas fa-fw <?= $sla_icon ?> mr-1"></i><?= $sla_label ?></span>
|
|
<?php } elseif ($ticket_sla_id) { ?>
|
|
<?= $ticket_sla_name ?>
|
|
<?php } else { ?>
|
|
<span class="text-muted">None</span>
|
|
<?php } ?>
|
|
</a>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<div class="ticket-field">
|
|
<div class="ticket-field-label">Assigned to</div>
|
|
<div class="ticket-field-value">
|
|
<?php if ($can_edit_ticket && !$ticket_is_closed) { ?>
|
|
<a class="ajax-modal" href="#" data-modal-url="modals/ticket/ticket_assign.php?id=<?= $ticket_id ?>" title="Change assignment"><?= $ticket_assigned_to_display ?></a>
|
|
<?php } else { ?>
|
|
<?= $ticket_assigned_to_display ?>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
|
|
<div class="ticket-field">
|
|
<div class="ticket-field-label">Scheduled</div>
|
|
<div class="ticket-field-value">
|
|
<?php if ($can_edit_ticket && !$ticket_is_closed) { ?>
|
|
<a class="ajax-modal" href="#" data-modal-url="modals/ticket/ticket_edit_schedule.php?ticket_id=<?= $ticket_id ?>" title="Change schedule">
|
|
<?php if ($ticket_scheduled_for) { ?><?= $ticket_scheduled_wording ?><?php } else { ?><span class="text-muted">Not scheduled</span><?php } ?>
|
|
</a>
|
|
<?php } else { ?>
|
|
<?= $ticket_scheduled_for ? $ticket_scheduled_wording : '<span class="text-muted">Not scheduled</span>' ?>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
|
|
<?php if ($config_module_enable_accounting && lookupUserPermission("module_sales") >= 1) { ?>
|
|
<div class="ticket-field">
|
|
<div class="ticket-field-label">Billing</div>
|
|
<div class="ticket-field-value">
|
|
<?php if ($invoice_id) { ?>
|
|
<a href="invoice.php?invoice_id=<?= $invoice_id ?>"><i class="fa fa-fw fa-file-invoice text-secondary mr-1"></i><?= $invoice_reference ?></a>
|
|
<?php } elseif ($quote_id) { ?>
|
|
<a href="quote.php?quote_id=<?= $quote_id ?>"><i class="fa fa-fw fa-comment-dollar text-secondary mr-1"></i><?= $quote_reference ?></a>
|
|
<?php } elseif ($can_edit_ticket) { ?>
|
|
<a class="ajax-modal" href="#" data-modal-url="modals/ticket/ticket_billable.php?id=<?= $ticket_id ?>" title="Change billable">
|
|
<?= $ticket_billable ? "<span class='text-bold text-dark'>Billable</span>" : "<span class='text-muted'>Not billable</span>" ?>
|
|
</a>
|
|
<?php } else { ?>
|
|
<?= $ticket_billable ? 'Billable' : '<span class="text-muted">Not billable</span>' ?>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if ($ticket_total_reply_time) { ?>
|
|
<div class="ticket-field">
|
|
<div class="ticket-field-label">Time logged</div>
|
|
<div class="ticket-field-value"><?= formatDuration($ticket_total_reply_time) ?></div>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if ($task_count) { ?>
|
|
<div class="ticket-field">
|
|
<div class="ticket-field-label">Tasks</div>
|
|
<div class="ticket-field-value">
|
|
<div class="progress mt-1" style="height: 18px; position: relative;" title="<?= $completed_task_count ?> of <?= $task_count ?> complete">
|
|
<div class="progress-bar <?= $tasks_completed_percent == 100 ? 'bg-success' : 'bg-secondary' ?>" style="width: <?= $tasks_completed_percent ?>%;"></div>
|
|
<small class="justify-content-center d-flex position-absolute w-100 text-dark"><?= "$completed_task_count / $task_count" ?></small>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
</div>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
<div class="row">
|
|
|
|
<div class="col-lg-9">
|
|
|
|
<!-- The original request -->
|
|
<div class="card card-dark mb-3">
|
|
<div class="card-header px-3 py-2">
|
|
<h5 class="card-title mt-1"><i class="fas fa-fw fa-align-left mr-2"></i>Description</h5>
|
|
<div class="card-tools">
|
|
<button type="button" class="btn btn-tool" data-card-widget="collapse">
|
|
<i class="fas fa-chevron-down"></i>
|
|
</button>
|
|
</div>
|
|
</div>
|
|
|
|
<div class="card-body p-3 prettyContent" id="ticketDetails">
|
|
<?= $ticket_details ?>
|
|
|
|
<?php if ($ticket_attachments) { ?>
|
|
<div class="mt-3 pt-2 border-top">
|
|
<?php foreach ($ticket_attachments as $ticket_attachment) {
|
|
$ticket_attachment_id = intval($ticket_attachment['ticket_attachment_id']);
|
|
$ticket_attachment_name = escapeHtml($ticket_attachment['ticket_attachment_name']);
|
|
?>
|
|
<div class="mt-1">
|
|
<i class="fas fa-fw fa-paperclip text-secondary mr-1"></i><?= $ticket_attachment_name ?>
|
|
<a target="_blank" class="ml-2 small" href="ticket_attachment.php?attachment_id=<?= $ticket_attachment_id ?>&action=view">View</a>
|
|
<a class="ml-2 small" href="ticket_attachment.php?attachment_id=<?= $ticket_attachment_id ?>">Download</a>
|
|
<?php if (lookupUserPermission("module_support") >= 3) { ?>
|
|
<a class="confirm-link ml-2 small text-danger" href="post.php?delete_ticket_attachment=<?= $ticket_attachment_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">Delete</a>
|
|
<?php } ?>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
|
|
<!-- Reply composer - only while the ticket is still being worked -->
|
|
<?php if ($can_edit_ticket && $ticket_is_open) { ?>
|
|
|
|
<form action="post.php" method="post" enctype="multipart/form-data" autocomplete="off">
|
|
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
|
|
<input type="hidden" name="ticket_id" value="<?= $ticket_id ?>">
|
|
|
|
<div class="card mb-3">
|
|
<div class="card-body p-3 d-print-none">
|
|
|
|
<!-- Who will see this reply, stated in the label rather than left to a colour -->
|
|
<div class="btn-group btn-block btn-group-toggle mb-3" data-toggle="buttons">
|
|
<label class="btn btn-outline-dark active">
|
|
<input type="radio" name="public_reply_type" value="0" checked>
|
|
<i class="fas fa-fw fa-lock mr-1"></i>Internal note
|
|
</label>
|
|
<label class="btn btn-outline-info">
|
|
<input type="radio" name="public_reply_type" value="1">
|
|
<i class="fas fa-fw fa-comment mr-1"></i>Public reply
|
|
</label>
|
|
<?php if ($contact_email) { ?>
|
|
<label class="btn btn-outline-info">
|
|
<input type="radio" name="public_reply_type" value="2">
|
|
<i class="fas fa-fw fa-paper-plane mr-1"></i>Public + email
|
|
</label>
|
|
<?php } ?>
|
|
</div>
|
|
|
|
<div class="form-group">
|
|
<textarea class="form-control tinymceTicket" name="ticket_reply" placeholder="Type a response"></textarea>
|
|
</div>
|
|
|
|
<div class="form-group">
|
|
<input type="file" class="form-control-file" name="attachments[]" multiple accept=".jpg, .jpeg, .gif, .png, .webp, .pdf, .txt, .md, .doc, .docx, .odt, .csv, .xls, .xlsx, .ods, .pptx, .odp, .zip, .tar, .gz, .xml, .msg, .json, .wav, .mp3, .ogg, .mov, .mp4, .av1, .ovpn">
|
|
</div>
|
|
|
|
<div class="form-row align-items-center">
|
|
<div class="col-md-4">
|
|
<div class="form-group mb-md-0">
|
|
<label class="text-secondary small mb-1">Set status to</label>
|
|
<select class="form-control select2" name="status" required>
|
|
<!-- Show all active ticket statuses, apart from new or closed as these are system-managed -->
|
|
<?php
|
|
$status_snippet = '';
|
|
if ($tasks_block_resolve) {
|
|
$status_snippet = "AND ticket_status_id != 4";
|
|
}
|
|
$sql_ticket_status = mysqli_query($mysqli, "SELECT ticket_status_id, ticket_status_name FROM ticket_statuses WHERE ticket_status_id != 1 AND ticket_status_id != 5 AND ticket_status_active = 1 $status_snippet ORDER BY ticket_status_order");
|
|
while ($status_row = mysqli_fetch_assoc($sql_ticket_status)) {
|
|
$ticket_status_id_select = intval($status_row['ticket_status_id']);
|
|
$ticket_status_name_select = escapeHtml($status_row['ticket_status_name']);
|
|
?>
|
|
<option value="<?= $ticket_status_id_select ?>" <?php if ($ticket_status == $ticket_status_id_select) { echo 'selected'; } ?>><?= $ticket_status_name_select ?></option>
|
|
<?php } ?>
|
|
</select>
|
|
</div>
|
|
</div>
|
|
|
|
<!-- Time Tracking -->
|
|
<div class="col-md-5">
|
|
<div class="form-group mb-md-0">
|
|
<label class="text-secondary small mb-1">Time worked</label>
|
|
<div class="input-group">
|
|
<input type="text" class="form-control" inputmode="numeric" id="hours" name="hours" placeholder="Hrs" min="0" max="23" pattern="0?[0-9]|1[0-9]|2[0-3]">
|
|
<input type="text" class="form-control" inputmode="numeric" id="minutes" name="minutes" placeholder="Mins" min="0" max="59" pattern="[0-5]?[0-9]">
|
|
<input type="text" class="form-control" inputmode="numeric" id="seconds" name="seconds" placeholder="Secs" min="0" max="59" pattern="[0-5]?[0-9]">
|
|
<div class="input-group-append">
|
|
<button type="button" class="btn btn-light" id="startStopTimer" title="Start / stop timer"><i class="fas fa-play"></i></button>
|
|
<button type="button" class="btn btn-light" id="resetTimer" title="Reset timer"><i class="fas fa-redo-alt"></i></button>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
|
|
<div class="col-md-3">
|
|
<button type="submit" id="ticket_add_reply" name="add_ticket_reply" class="btn btn-success btn-block mt-3 mt-md-4">
|
|
<i class="fas fa-fw fa-paper-plane mr-2"></i>Send
|
|
</button>
|
|
</div>
|
|
</div>
|
|
|
|
</div>
|
|
</div>
|
|
</form>
|
|
|
|
<?php } ?>
|
|
|
|
<!-- Conversation -->
|
|
<?php if ($reply_counts['total']) { ?>
|
|
<div class="d-flex flex-wrap align-items-center mb-2 d-print-none">
|
|
<h6 class="mb-0 mr-3"><i class="fas fa-fw fa-comments mr-2"></i>Conversation</h6>
|
|
<div class="btn-group btn-group-sm" id="replyFilter">
|
|
<button type="button" class="btn btn-dark active" data-reply-filter="all">All <?= $reply_counts['total'] ?></button>
|
|
<button type="button" class="btn btn-outline-dark" data-reply-filter="public">Public <?= $reply_counts['public'] ?></button>
|
|
<button type="button" class="btn btn-outline-dark" data-reply-filter="internal">Internal <?= $reply_counts['internal'] ?></button>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php
|
|
|
|
while ($reply_row = mysqli_fetch_assoc($sql_ticket_replies)) {
|
|
$ticket_reply_id = intval($reply_row['ticket_reply_id']);
|
|
$ticket_reply = $purifier->purify($reply_row['ticket_reply']);
|
|
$ticket_reply_type = escapeHtml($reply_row['ticket_reply_type']);
|
|
$ticket_reply_created_at = escapeHtml($reply_row['ticket_reply_created_at']);
|
|
$ticket_reply_created_at_ago = timeAgo($reply_row['ticket_reply_created_at']);
|
|
$ticket_reply_updated_at = escapeHtml($reply_row['ticket_reply_updated_at']);
|
|
$ticket_reply_time_worked = '';
|
|
|
|
if ($ticket_reply_type == "Client") {
|
|
$ticket_reply_by_display = escapeHtml($reply_row['contact_name']);
|
|
$user_initials = initials($reply_row['contact_name']);
|
|
$user_avatar = escapeHtml($reply_row['contact_photo']);
|
|
$avatar_link = "../uploads/clients/$client_id/$user_avatar";
|
|
} else {
|
|
$ticket_reply_by_display = escapeHtml($reply_row['user_name']);
|
|
$user_id = intval($reply_row['user_id']);
|
|
$user_avatar = escapeHtml($reply_row['user_avatar']);
|
|
$user_initials = initials($reply_row['user_name']);
|
|
$avatar_link = "../uploads/users/$user_id/$user_avatar";
|
|
$ticket_reply_time_worked = $reply_row['ticket_reply_time_worked'];
|
|
}
|
|
|
|
// Internal notes are the one thing that must never be mistaken for
|
|
// something the client saw, so they get a label, not just a colour
|
|
if ($ticket_reply_type == 'Internal') {
|
|
$reply_border = 'dark';
|
|
$reply_badge = "<span class='badge badge-dark'><i class='fas fa-fw fa-lock mr-1'></i>Internal note</span>";
|
|
$reply_group = 'internal';
|
|
} elseif ($ticket_reply_type == 'Client') {
|
|
$reply_border = 'warning';
|
|
$reply_badge = "<span class='badge badge-warning'><i class='fas fa-fw fa-reply mr-1'></i>From client</span>";
|
|
$reply_group = 'public';
|
|
} else {
|
|
$reply_border = 'info';
|
|
$reply_badge = "<span class='badge badge-info'><i class='fas fa-fw fa-comment mr-1'></i>Public reply</span>";
|
|
$reply_group = 'public';
|
|
}
|
|
|
|
?>
|
|
|
|
<!-- Begin ticket reply card -->
|
|
<div class="card ticket-reply border-left border-<?= $reply_border ?> mb-3" style="border-left-width: 6px !important;" data-reply-group="<?= $reply_group ?>">
|
|
<div class="card-header px-3 py-2">
|
|
<div class="d-flex justify-content-between align-items-start w-100">
|
|
|
|
<div class="d-flex align-items-center">
|
|
<?php if (!empty($user_avatar)) { ?>
|
|
<img src="<?= $avatar_link ?>" alt="" class="img-size-32 mr-2 img-circle">
|
|
<?php } else { ?>
|
|
<span class="fa-stack mr-2">
|
|
<i class="fa fa-circle fa-stack-2x text-secondary"></i>
|
|
<span class="fa fa-stack-1x text-white"><?= $user_initials ?></span>
|
|
</span>
|
|
<?php } ?>
|
|
|
|
<div>
|
|
<strong><?= $ticket_reply_by_display ?></strong>
|
|
<?= $reply_badge ?>
|
|
<div class="small text-muted" title="Created: <?= $ticket_reply_created_at ?><?php if ($ticket_reply_updated_at) { echo '. Edited: ' . $ticket_reply_updated_at; } ?>">
|
|
<?= $ticket_reply_created_at_ago ?><?php if ($ticket_reply_updated_at) { echo ' <em>(edited)</em>'; } ?>
|
|
<?php if ($ticket_reply_type !== "Client" && $ticket_reply_time_worked && $ticket_reply_time_worked !== "00:00:00") { ?>
|
|
<span class="mx-1">·</span><i class="far fa-fw fa-clock"></i> <?= formatDuration($ticket_reply_time_worked) ?>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
|
|
<?php if ($can_edit_ticket) { ?>
|
|
<div class="card-tools d-print-none">
|
|
<div class="dropdown dropleft">
|
|
<button class="btn btn-sm btn-tool" type="button" data-toggle="dropdown">
|
|
<i class="fas fa-fw fa-ellipsis-v"></i>
|
|
</button>
|
|
<div class="dropdown-menu">
|
|
<a href="#" class="dropdown-item ajax-modal" data-modal-size="lg"
|
|
data-modal-url="modals/ticket/ticket_reply_redact.php?id=<?= $ticket_reply_id ?>">
|
|
<i class="fas fa-fw fa-pen text-danger mr-2"></i>Redact
|
|
</a>
|
|
<?php if ($ticket_reply_type !== "Client" && !$ticket_is_closed) { ?>
|
|
<div class="dropdown-divider"></div>
|
|
<a href="#" class="dropdown-item ajax-modal" data-modal-size="lg"
|
|
data-modal-url="modals/ticket/ticket_reply_edit.php?id=<?= $ticket_reply_id ?>">
|
|
<i class="fas fa-fw fa-edit text-secondary mr-2"></i>Edit
|
|
</a>
|
|
<div class="dropdown-divider"></div>
|
|
<a class="dropdown-item text-danger confirm-link" href="post.php?archive_ticket_reply=<?= $ticket_reply_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-archive mr-2"></i>Archive
|
|
</a>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
<div class="card-body p-3 prettyContent">
|
|
<?= $ticket_reply ?>
|
|
|
|
<?php if (isset($reply_attachments[$ticket_reply_id])) { ?>
|
|
<div class="mt-3 pt-2 border-top">
|
|
<?php foreach ($reply_attachments[$ticket_reply_id] as $ticket_attachment) {
|
|
$ticket_attachment_id = intval($ticket_attachment['ticket_attachment_id']);
|
|
$ticket_attachment_name = escapeHtml($ticket_attachment['ticket_attachment_name']);
|
|
?>
|
|
<div class="mt-1">
|
|
<i class="fas fa-fw fa-paperclip text-secondary mr-1"></i><?= $ticket_attachment_name ?>
|
|
<a target="_blank" class="ml-2 small" href="ticket_attachment.php?attachment_id=<?= $ticket_attachment_id ?>&action=view">View</a>
|
|
<a class="ml-2 small" href="ticket_attachment.php?attachment_id=<?= $ticket_attachment_id ?>">Download</a>
|
|
<?php if (lookupUserPermission("module_support") >= 3) { ?>
|
|
<a class="confirm-link ml-2 small text-danger" href="post.php?delete_ticket_attachment=<?= $ticket_attachment_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">Delete</a>
|
|
<?php } ?>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
<!-- End ticket reply card -->
|
|
|
|
<?php
|
|
|
|
}
|
|
|
|
?>
|
|
|
|
</div>
|
|
|
|
<div class="col-lg-3">
|
|
|
|
<!-- Tasks -->
|
|
<?php if (!$ticket_is_resolved || $task_count) { ?>
|
|
<div class="card">
|
|
<div class="card-header px-3 py-2">
|
|
<h5 class="card-title mt-1">
|
|
<i class="fas fa-fw fa-tasks mr-2"></i>Tasks
|
|
<?php if ($task_count) { ?>
|
|
<span class="badge <?= $tasks_block_resolve ? 'badge-warning' : 'badge-success' ?> ml-1"><?= "$completed_task_count/$task_count" ?></span>
|
|
<?php } ?>
|
|
</h5>
|
|
<div class="card-tools">
|
|
<?php if (!$ticket_is_resolved && $can_edit_ticket && $task_count) { ?>
|
|
<div class="dropdown dropleft d-inline-block">
|
|
<button class="btn btn-tool" type="button" data-toggle="dropdown">
|
|
<i class="fas fa-ellipsis-v"></i>
|
|
</button>
|
|
<div class="dropdown-menu">
|
|
<a class="dropdown-item text-success" href="post.php?complete_all_tasks=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-check-double mr-2"></i>Mark All Complete
|
|
</a>
|
|
<a class="dropdown-item" href="post.php?undo_complete_all_tasks=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="far fa-fw fa-square mr-2"></i>Mark All Incomplete
|
|
</a>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
<button type="button" class="btn btn-tool" data-card-widget="collapse">
|
|
<i class="fas fa-chevron-down"></i>
|
|
</button>
|
|
</div>
|
|
</div>
|
|
<div class="card-body p-0">
|
|
|
|
<?php if (!$ticket_is_resolved && $can_edit_ticket) { ?>
|
|
<form action="post.php" method="post" autocomplete="off">
|
|
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
|
|
<input type="hidden" name="ticket_id" value="<?= $ticket_id ?>">
|
|
<div class="form-group px-3 pt-3 mb-2">
|
|
<div class="input-group input-group-sm">
|
|
<input type="text" class="form-control" name="name" placeholder="Add a task" required maxlength="255">
|
|
<div class="input-group-append">
|
|
<button type="submit" name="add_task" class="btn btn-outline-primary">
|
|
<i class="fas fa-plus"></i>
|
|
</button>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</form>
|
|
<?php } ?>
|
|
|
|
<?php if (!$task_count) { ?>
|
|
<div class="px-3 pb-3 text-muted small">No tasks on this ticket.</div>
|
|
<?php } ?>
|
|
|
|
<table class="table table-sm mb-0" id="tasks">
|
|
<tbody>
|
|
<?php
|
|
while ($task_row = mysqli_fetch_assoc($sql_tasks)) {
|
|
$task_id = intval($task_row['task_id']);
|
|
$task_name = escapeHtml($task_row['task_name']);
|
|
$task_completion_estimate = intval($task_row['task_completion_estimate']);
|
|
$task_completed_at = escapeHtml($task_row['task_completed_at']);
|
|
|
|
// Approvals came from the single batched query above
|
|
$task_needs_approval = isset($task_approvals[$task_id]);
|
|
$approval_id = 0;
|
|
$user_can_approve = false;
|
|
|
|
if ($task_needs_approval) {
|
|
foreach ($task_approvals[$task_id] as $approval) {
|
|
if ($approval['approval_status'] !== 'pending') {
|
|
continue;
|
|
}
|
|
|
|
$scope = escapeHtml($approval['approval_scope']);
|
|
$type = escapeHtml($approval['approval_type']);
|
|
$required_user = intval($approval['approval_required_user_id']);
|
|
$created_by = intval($approval['approval_created_by']);
|
|
|
|
// Named, specific user?
|
|
if ($scope == 'internal' && $type == 'specific' && $required_user == $session_user_id) {
|
|
$user_can_approve = true;
|
|
$approval_id = intval($approval['approval_id']);
|
|
continue;
|
|
}
|
|
|
|
// Any internal user, but the one who created the task
|
|
if ($scope == 'internal' && $type == 'any' && $created_by !== $session_user_id) {
|
|
$user_can_approve = true;
|
|
$approval_id = intval($approval['approval_id']);
|
|
continue;
|
|
}
|
|
}
|
|
}
|
|
|
|
?>
|
|
<tr data-task-id="<?= $task_id ?>">
|
|
<td class="px-3">
|
|
<?php if ($task_completed_at) { ?>
|
|
<i class="far fa-check-square text-success" title="Completed <?= $task_completed_at ?>"></i>
|
|
<?php } elseif ($can_edit_ticket) { ?>
|
|
|
|
<?php if ($task_needs_approval) { ?>
|
|
<i class="fas fa-shield-alt text-warning" title="Approval required"></i>
|
|
|
|
<?php if ($user_can_approve) { ?>
|
|
<a class="confirm-link" href="post.php?approve_ticket_task=<?= $task_id ?>&approval_id=<?= $approval_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-thumbs-up text-green" title="Approve task"></i>
|
|
</a>
|
|
<?php } ?>
|
|
|
|
<?php } else { ?>
|
|
<a href="post.php?complete_task=<?= $task_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" title="Mark complete">
|
|
<i class="far fa-square text-dark"></i>
|
|
</a>
|
|
<?php } ?>
|
|
|
|
<?php } ?>
|
|
<span class="ml-2 <?= $task_completed_at ? 'text-muted' : 'text-dark' ?>"><?= $task_name ?></span>
|
|
</td>
|
|
<td class="px-2 text-right text-nowrap">
|
|
<div class="btn-group">
|
|
<button class="btn btn-sm btn-link drag-handle" title="Drag to reorder"><i class="fas fa-bars text-muted"></i></button>
|
|
|
|
<?php if (!$ticket_is_resolved && $can_edit_ticket) { ?>
|
|
<div class="dropdown dropleft text-center">
|
|
<button class="btn btn-light text-secondary btn-sm" type="button" data-toggle="dropdown">
|
|
<i class="fas fa-ellipsis-v"></i>
|
|
</button>
|
|
<div class="dropdown-menu">
|
|
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_task_edit.php?id=<?= $task_id ?>">
|
|
<i class="fas fa-fw fa-edit mr-2"></i>Edit
|
|
</a>
|
|
<?php if (!$task_completed_at) { ?>
|
|
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_task_approver_add.php?id=<?= $task_id ?>">
|
|
<i class="fas fa-fw fa-shield-alt mr-2"></i>Add Approvers
|
|
</a>
|
|
<?php } else { ?>
|
|
<a class="dropdown-item" href="post.php?undo_complete_task=<?= $task_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-arrow-circle-left mr-2"></i>Mark incomplete
|
|
</a>
|
|
<?php } ?>
|
|
<div class="dropdown-divider"></div>
|
|
<a class="dropdown-item text-danger confirm-link" href="post.php?delete_task=<?= $task_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-trash-alt mr-2"></i>Delete
|
|
</a>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
</td>
|
|
</tr>
|
|
<?php
|
|
}
|
|
?>
|
|
</tbody>
|
|
</table>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<!-- Contact -->
|
|
<?php
|
|
// Rendered even with no contact set, since the Linked card's add menu
|
|
// is for links - setting the ticket's contact belongs here
|
|
$can_set_contact = $can_edit_ticket && !$ticket_is_resolved && $client_id;
|
|
if ($contact_id || $can_set_contact) { ?>
|
|
<div class="card">
|
|
<div class="card-header px-3 py-2">
|
|
<h5 class="card-title mt-1"><i class="fas fa-fw fa-user-check mr-2"></i>Contact</h5>
|
|
<?php if ($can_set_contact) { ?>
|
|
<div class="card-tools">
|
|
<a class="btn btn-tool ajax-modal" href="#" data-modal-url="modals/ticket/ticket_contact.php?id=<?= $ticket_id ?>" title="<?= $contact_id ? 'Change contact' : 'Set contact' ?>">
|
|
<i class="fas fa-<?= $contact_id ? 'edit' : 'plus' ?>"></i>
|
|
</a>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<div class="card-body p-3">
|
|
|
|
<?php if (!$contact_id) { ?>
|
|
<div class="text-muted small">No contact set on this ticket.</div>
|
|
<?php } else { ?>
|
|
|
|
<div>
|
|
<i class="fa fa-fw fa-user text-secondary mr-2"></i>
|
|
<a href="#" class="ajax-modal" data-modal-size="lg" data-modal-url="modals/contact/contact.php?id=<?= $contact_id ?>"><strong><?= $contact_name ?></strong></a>
|
|
<?php if ($contact_title) { ?><div class="text-muted small ml-4"><?= $contact_title ?></div><?php } ?>
|
|
</div>
|
|
|
|
<?php if (!empty($location_name)) { ?>
|
|
<div class="mt-2">
|
|
<i class="fa fa-fw fa-map-marker-alt text-secondary mr-2"></i><?= $location_name ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if (!empty($contact_email)) { ?>
|
|
<div class="mt-2 text-truncate">
|
|
<i class="fa fa-fw fa-envelope text-secondary mr-2"></i><a href="mailto:<?= $contact_email ?>"><?= $contact_email ?></a>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if (!empty($contact_phone)) { ?>
|
|
<div class="mt-2">
|
|
<i class="fa fa-fw fa-phone text-secondary mr-2"></i><a href="tel:<?= $contact_phone ?>"><?= $contact_phone ?></a>
|
|
<?php if ($contact_extension) { ?><span class="text-muted small">ext. <?= $contact_extension ?></span><?php } ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if (!empty($contact_mobile)) { ?>
|
|
<div class="mt-2">
|
|
<i class="fa fa-fw fa-mobile-alt text-secondary mr-2"></i><a href="tel:<?= $contact_mobile ?>"><?= $contact_mobile ?></a>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if ($contact_open_tickets) { ?>
|
|
<div class="mt-2 pt-2 border-top">
|
|
<i class="fa fa-fw fa-life-ring text-secondary mr-2"></i>
|
|
<a href="tickets.php?client_id=<?= $client_id ?>&state=open">
|
|
<?= $contact_open_tickets ?> other open ticket<?= $contact_open_tickets == 1 ? '' : 's' ?>
|
|
</a>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php } ?>
|
|
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<!--
|
|
Everything else this ticket is attached to, in one card instead of
|
|
four stacked ones that were mostly empty on a typical ticket.
|
|
-->
|
|
<?php
|
|
$can_link = $can_edit_ticket && !$ticket_is_closed;
|
|
$has_links = $asset_id || $vendor_id || $project_id || $watcher_count;
|
|
if ($has_links || $can_link) { ?>
|
|
<div class="card">
|
|
<div class="card-header px-3 py-2">
|
|
<h5 class="card-title mt-1"><i class="fas fa-fw fa-link mr-2"></i>Linked</h5>
|
|
<div class="card-tools">
|
|
<?php if ($can_link) { ?>
|
|
<!-- Attaching things to the ticket belongs next to the things already attached -->
|
|
<div class="dropdown dropleft d-inline-block">
|
|
<button class="btn btn-tool" type="button" data-toggle="dropdown" title="Link something to this ticket">
|
|
<i class="fas fa-plus"></i>
|
|
</button>
|
|
<div class="dropdown-menu">
|
|
<?php if ($client_id) { ?>
|
|
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_edit_asset.php?id=<?= $ticket_id ?>">
|
|
<i class="fas fa-fw fa-desktop mr-2"></i><?= $asset_id ? 'Change Assets' : 'Add Asset' ?>
|
|
</a>
|
|
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_edit_vendor.php?ticket_id=<?= $ticket_id ?>">
|
|
<i class="fas fa-fw fa-building mr-2"></i><?= $vendor_id ? 'Change Vendor' : 'Add Vendor' ?>
|
|
</a>
|
|
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_edit_project.php?id=<?= $ticket_id ?>">
|
|
<i class="fas fa-fw fa-project-diagram mr-2"></i><?= $project_id ? 'Change Project' : 'Add to Project' ?>
|
|
</a>
|
|
<div class="dropdown-divider"></div>
|
|
<?php } ?>
|
|
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/ticket/ticket_add_watcher.php?ticket_id=<?= $ticket_id ?>">
|
|
<i class="fas fa-fw fa-users mr-2"></i>Add Watcher
|
|
</a>
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
<button type="button" class="btn btn-tool" data-card-widget="collapse">
|
|
<i class="fas fa-chevron-down"></i>
|
|
</button>
|
|
</div>
|
|
</div>
|
|
<div class="card-body p-3">
|
|
|
|
<?php if (!$has_links) { ?>
|
|
<div class="text-muted small">Nothing linked yet. Use <i class="fas fa-fw fa-plus"></i> to attach an asset, vendor, project or watcher.</div>
|
|
<?php } ?>
|
|
|
|
<?php if ($asset_id) { ?>
|
|
<div class="text-secondary small text-uppercase">Assets</div>
|
|
<div class="mt-1">
|
|
<a class="ajax-modal" href="#" data-modal-size="lg" data-modal-url="modals/asset/asset.php?<?= $client_url ?>&id=<?= $asset_id ?>">
|
|
<i class="fa fa-fw fa-<?= $asset_icon ?> text-secondary mr-2"></i><strong><?= $asset_name ?></strong>
|
|
</a>
|
|
</div>
|
|
<?php while ($additional_asset_row = mysqli_fetch_assoc($sql_additional_assets)) {
|
|
$additional_asset_id = intval($additional_asset_row['asset_id']);
|
|
$additional_asset_name = escapeHtml($additional_asset_row['asset_name']);
|
|
$additional_asset_icon = getAssetIcon(escapeHtml($additional_asset_row['asset_type']));
|
|
?>
|
|
<div class="mt-1">
|
|
<a class="ajax-modal" href="#" data-modal-size="lg" data-modal-url="modals/asset/asset.php?<?= $client_url ?>&id=<?= $additional_asset_id ?>">
|
|
<i class="fa fa-fw fa-<?= $additional_asset_icon ?> text-secondary mr-2"></i><?= $additional_asset_name ?>
|
|
</a>
|
|
<?php if (!$ticket_is_closed) { ?>
|
|
<a class="confirm-link float-right" href="post.php?delete_ticket_additional_asset=<?= $additional_asset_id ?>&ticket_id=<?= $ticket_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>" title="Remove asset from ticket">
|
|
<i class="fas fa-fw fa-times text-secondary"></i>
|
|
</a>
|
|
<?php } ?>
|
|
</div>
|
|
<?php } ?>
|
|
<?php } ?>
|
|
|
|
<?php if ($vendor_id) { ?>
|
|
<div class="text-secondary small text-uppercase <?= $asset_id ? 'mt-3 pt-2 border-top' : '' ?>">Vendor</div>
|
|
<div class="mt-1">
|
|
<i class="fa fa-fw fa-building text-secondary mr-2"></i><strong><?= $vendor_name ?></strong>
|
|
</div>
|
|
<?php if ($ticket_vendor_ticket_number) { ?>
|
|
<div class="mt-1"><i class="fa fa-fw fa-tag text-secondary mr-2"></i><?= $ticket_vendor_ticket_number ?></div>
|
|
<?php } ?>
|
|
<?php if ($vendor_contact_name) { ?>
|
|
<div class="mt-1"><i class="fa fa-fw fa-user text-secondary mr-2"></i><?= $vendor_contact_name ?></div>
|
|
<?php } ?>
|
|
<?php if ($vendor_email) { ?>
|
|
<div class="mt-1 text-truncate"><i class="fa fa-fw fa-envelope text-secondary mr-2"></i><a href="mailto:<?= $vendor_email ?>"><?= $vendor_email ?></a></div>
|
|
<?php } ?>
|
|
<?php if ($vendor_phone) { ?>
|
|
<div class="mt-1"><i class="fa fa-fw fa-phone text-secondary mr-2"></i><a href="tel:<?= $vendor_phone ?>"><?= $vendor_phone ?></a></div>
|
|
<?php } ?>
|
|
<?php if ($vendor_website) { ?>
|
|
<div class="mt-1 text-truncate"><i class="fa fa-fw fa-globe text-secondary mr-2"></i><?= $vendor_website ?></div>
|
|
<?php } ?>
|
|
<?php } ?>
|
|
|
|
<?php if ($project_id) { ?>
|
|
<div class="text-secondary small text-uppercase <?= ($asset_id || $vendor_id) ? 'mt-3 pt-2 border-top' : '' ?>">Project</div>
|
|
<div class="mt-1">
|
|
<a href="project.php?project_id=<?= $project_id ?>"><i class="fa fa-fw fa-project-diagram text-secondary mr-2"></i><strong><?= $project_name ?></strong></a>
|
|
</div>
|
|
<?php if ($project_manager_name) { ?>
|
|
<div class="mt-1"><i class="fa fa-fw fa-user-tie text-secondary mr-2"></i><?= $project_manager_name ?></div>
|
|
<?php } ?>
|
|
<?php } ?>
|
|
|
|
<?php if ($watcher_count) { ?>
|
|
<div class="text-secondary small text-uppercase <?= ($asset_id || $vendor_id || $project_id) ? 'mt-3 pt-2 border-top' : '' ?>">Watchers</div>
|
|
<?php while ($watcher_row = mysqli_fetch_assoc($sql_ticket_watchers)) {
|
|
$watcher_id = intval($watcher_row['watcher_id']);
|
|
$ticket_watcher_email = escapeHtml($watcher_row['watcher_email']);
|
|
?>
|
|
<div class="mt-1 text-truncate">
|
|
<i class="fa fa-fw fa-envelope text-secondary mr-2"></i><?= $ticket_watcher_email ?>
|
|
<?php if (!$ticket_is_closed) { ?>
|
|
<a class="confirm-link float-right" href="post.php?delete_ticket_watcher=<?= $watcher_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-times text-secondary"></i>
|
|
</a>
|
|
<?php } ?>
|
|
</div>
|
|
<?php } ?>
|
|
<?php } ?>
|
|
|
|
</div>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<!-- History - the audit trail, plus the SLA and closure detail -->
|
|
<div class="card collapsed-card">
|
|
<div class="card-header px-3 py-2">
|
|
<h5 class="card-title mt-1"><i class="fas fa-fw fa-history mr-2"></i>History</h5>
|
|
<div class="card-tools">
|
|
<button type="button" class="btn btn-tool" data-card-widget="collapse">
|
|
<i class="fas fa-chevron-up"></i>
|
|
</button>
|
|
</div>
|
|
</div>
|
|
<div class="card-body p-3" style="display: none;">
|
|
|
|
<div>
|
|
<i class="fas fa-fw fa-calendar-alt text-secondary mr-1"></i><strong class="mr-1">Created:</strong><?= date('M d, Y • g:i A', strtotime($ticket_created_at)) ?>
|
|
<span class="text-muted small">(<?= $ticket_created_at_ago ?>)</span>
|
|
</div>
|
|
|
|
<?php if ($ticket_first_response_at) { ?>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-reply-all text-secondary mr-1"></i><strong class="mr-1">1st response:</strong><?= date('M d • g:i A', strtotime($ticket_first_response_at)) ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if ($ticket_sla_id && $ticket_response_due_at) { ?>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-stopwatch text-secondary mr-1"></i><strong class="mr-1">Respond by:</strong><?= date('M d • g:i A', strtotime($ticket_response_due_at)) ?>
|
|
<?php if (!is_null($ticket_response_sla_met)) { echo $ticket_response_sla_met ? "<i class='fas fa-fw fa-check text-success ml-1' title='Response SLA met'></i>" : "<i class='fas fa-fw fa-exclamation-triangle text-danger ml-1' title='Response SLA missed'></i>"; } ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if ($ticket_sla_id && $ticket_resolution_due_at) { ?>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-flag-checkered text-secondary mr-1"></i><strong class="mr-1">Resolve by:</strong>
|
|
<?php if ($ticket_sla_paused && $ticket_is_open) { ?>
|
|
<span class="text-warning"><i class="fas fa-fw fa-pause-circle mr-1"></i>Paused</span>
|
|
<?php } else { ?>
|
|
<?= date('M d • g:i A', strtotime($ticket_resolution_due_at)) ?>
|
|
<?php } ?>
|
|
<?php if (!is_null($ticket_resolution_sla_met)) { echo $ticket_resolution_sla_met ? "<i class='fas fa-fw fa-check text-success ml-1' title='Resolution SLA met'></i>" : "<i class='fas fa-fw fa-exclamation-triangle text-danger ml-1' title='Resolution SLA missed'></i>"; } ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if ($ticket_collaborators) { ?>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-users text-secondary mr-1"></i><strong class="mr-1">Worked by:</strong><?= $ticket_collaborators ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if ($ticket_resolved_at) { ?>
|
|
<div class="mt-2" title="<?= $ticket_resolved_at ?>">
|
|
<i class="fas fa-fw fa-check text-secondary mr-1"></i><strong class="mr-1">Resolved:</strong><?= date('M d, Y • g:i A', strtotime($ticket_resolved_at)) ?>
|
|
<span class="text-muted small">(<?= $ticket_resolved_at_ago ?>)</span>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
<?php if ($ticket_is_closed) { ?>
|
|
<div class="mt-2" title="<?= $ticket_closed_at ?>">
|
|
<i class="fas fa-fw fa-gavel text-secondary mr-1"></i><strong class="mr-1">Closed:</strong><?= date('M d, Y • g:i A', strtotime($ticket_closed_at)) ?>
|
|
<span class="text-muted small">(<?= $ticket_closed_at_ago ?>)</span>
|
|
</div>
|
|
<div class="mt-2">
|
|
<i class="fas fa-fw fa-user text-secondary mr-1"></i><strong class="mr-1">Closed by:</strong><?= ucwords($ticket_closed_by_display) ?>
|
|
</div>
|
|
<?php if ($ticket_feedback) { ?>
|
|
<div class="mt-2">
|
|
<i class="fa fa-fw fa-comment-dots text-secondary mr-1"></i><strong class="mr-1">Feedback:</strong><?= $ticket_feedback ?>
|
|
</div>
|
|
<?php } ?>
|
|
<?php } ?>
|
|
|
|
<?php if ($ticket_history_count) { ?>
|
|
<div class="mt-3 pt-2 border-top">
|
|
<div class="text-secondary small text-uppercase mb-2">Changes</div>
|
|
<?php while ($history_row = mysqli_fetch_assoc($sql_ticket_history)) {
|
|
$ticket_history_description = escapeHtml($history_row['ticket_history_description']);
|
|
$ticket_history_created_at = escapeHtml($history_row['ticket_history_created_at']);
|
|
?>
|
|
<div class="mb-2 small">
|
|
<i class="fas fa-fw fa-angle-right text-secondary mr-1"></i><?= $ticket_history_description ?>
|
|
<div class="text-muted ml-4" title="<?= $ticket_history_created_at ?>"><?= timeAgo($ticket_history_created_at) ?></div>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<?php } ?>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
</div> <!-- End col -->
|
|
|
|
</div> <!-- End row -->
|
|
|
|
<?php
|
|
}
|
|
}
|
|
|
|
require_once "../includes/footer.php";
|
|
|
|
?>
|
|
|
|
<script src="/js/show_modals.js"></script>
|
|
|
|
<?php if (empty($ticket_closed_at)) { ?>
|
|
<!-- create js variable related to ticket timer setting -->
|
|
<script type="text/javascript">
|
|
var ticketAutoStart = <?= json_encode($config_ticket_timer_autostart) ?>;
|
|
</script>
|
|
|
|
<!-- Ticket Time Tracking JS -->
|
|
<script src="js/ticket_time_tracking.js"></script>
|
|
|
|
<!-- Ticket collision detect JS (jQuery is called in footer, so collision detection script MUST be below it) -->
|
|
<script src="js/ticket_collision_detection.js"></script>
|
|
<?php } ?>
|
|
|
|
<script src="/js/pretty_content.js"></script>
|
|
|
|
<script src="/libs/SortableJS/Sortable.min.js"></script>
|
|
<script>
|
|
(function () {
|
|
// Task reordering
|
|
const taskTable = document.querySelector('table#tasks tbody');
|
|
if (taskTable) {
|
|
new Sortable(taskTable, {
|
|
handle: '.drag-handle',
|
|
animation: 150,
|
|
onEnd: function () {
|
|
const rows = document.querySelectorAll('table#tasks tbody tr');
|
|
const positions = Array.from(rows).map((row, index) => ({
|
|
id: row.dataset.taskId,
|
|
order: index
|
|
}));
|
|
|
|
$.post('ajax.php', {
|
|
update_ticket_tasks_order: true,
|
|
csrf_token: '<?= $_SESSION['csrf_token'] ?>',
|
|
ticket_id: <?= $ticket_id ?>,
|
|
positions: positions
|
|
});
|
|
}
|
|
});
|
|
}
|
|
|
|
// Conversation filter - show everything, only what the client can see, or only internal notes
|
|
const replyFilter = document.getElementById('replyFilter');
|
|
if (replyFilter) {
|
|
replyFilter.addEventListener('click', function (e) {
|
|
const button = e.target.closest('[data-reply-filter]');
|
|
if (!button) return;
|
|
|
|
const wanted = button.dataset.replyFilter;
|
|
|
|
replyFilter.querySelectorAll('[data-reply-filter]').forEach(b => {
|
|
b.classList.toggle('btn-dark', b === button);
|
|
b.classList.toggle('active', b === button);
|
|
b.classList.toggle('btn-outline-dark', b !== button);
|
|
});
|
|
|
|
document.querySelectorAll('.ticket-reply').forEach(card => {
|
|
card.hidden = wanted !== 'all' && card.dataset.replyGroup !== wanted;
|
|
});
|
|
});
|
|
}
|
|
})();
|
|
</script>
|