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e76b384606
GET /api/v1/ticket_replies/read.php and POST create.php, so an RMM or monitoring system can append to a ticket it did not open. Replies default to Internal so an integration cannot email a client by omitting a parameter. Public replies mark first response, notify the contact and watchers, and fire the same custom actions as the agent reply handler. An optional ticket_status also sets the status, and resolves the ticket and marks the resolution SLA when set to 4. Replies are always joined to tickets so ticket_client_id is checked against the key user's client scope, and the client_id named on a write must match the ticket's own client. The reply is attributed to the user the API key runs as. read.php resolves ticket_reply_by_name, since that column holds a user_id on Internal and Public replies but a contact_id on Client ones.
46 lines
1.6 KiB
PHP
46 lines
1.6 KiB
PHP
<?php
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// Variable assignment from POST (or: blank/from DB if updating)
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if (isset($_POST['ticket_reply'])) {
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$reply = mysqli_real_escape_string($mysqli, $_POST['ticket_reply']);
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} elseif ($ticket_reply_row) {
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$reply = mysqli_real_escape_string($mysqli, $ticket_reply_row['ticket_reply']);
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} else {
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$reply = '';
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}
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// Reply type - defaults to Internal so an integration can't accidentally email a
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// client. 'Client' is reserved for inbound contact replies (the email parser) and
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// is not accepted here.
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if (isset($_POST['ticket_reply_type'])) {
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$reply_type = ucfirst(strtolower($_POST['ticket_reply_type']));
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if (!in_array($reply_type, ['Internal', 'Public'], true)) {
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$reply_type = 'Internal';
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}
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} elseif ($ticket_reply_row) {
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$reply_type = escapeSql($ticket_reply_row['ticket_reply_type']);
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} else {
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$reply_type = 'Internal';
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}
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// Time worked - HH:MM:SS. Defaults to none: the API isn't a technician at a keyboard,
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// so time only gets logged when the caller explicitly says so.
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if (isset($_POST['ticket_reply_time_worked'])) {
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$reply_time_worked = escapeSql($_POST['ticket_reply_time_worked']);
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if (!preg_match('/^\d{1,3}:[0-5]\d:[0-5]\d$/', $reply_time_worked)) {
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$reply_time_worked = '00:00:00';
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}
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} elseif ($ticket_reply_row) {
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$reply_time_worked = escapeSql($ticket_reply_row['ticket_reply_time_worked']);
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} else {
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$reply_time_worked = '00:00:00';
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}
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// Optional status change alongside the reply (0 = leave the ticket status as-is)
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if (isset($_POST['ticket_status'])) {
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$reply_ticket_status = intval($_POST['ticket_status']);
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} else {
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$reply_ticket_status = 0;
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}
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