Newer
Older
<?php
if(!defined('OSTSCPINC') || !$thisstaff || !$thisstaff->canCreateTickets()) die('Access Denied');
$info=array();
$info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
?>
<form action="tickets.php?a=open" method="post" id="save" enctype="multipart/form-data">
<input type="hidden" name="do" value="create">
<input type="hidden" name="a" value="open">
<h2>Open New Ticket</h2>
<table class="form_table" width="940" border="0" cellspacing="0" cellpadding="2">
<thead>
<tr>
<th colspan="2">
<h4>New Ticket</h4>
<em><strong>User Information</strong></em>
</th>
</tr>
</thead>
<tbody>
<tr>
<td width="160" class="required">
Email Address:
</td>
<td>
<input type="text" size="30" name="email" id="email" class="typeahead" value="<?php echo $info['email']; ?>"
autocomplete="off" autocorrect="off" autocapitalize="off">
<span class="error">* <?php echo $errors['email']; ?></span>
<?php
if($cfg->notifyONNewStaffTicket()) { ?>
<input type="checkbox" name="alertuser" <?php echo (!$errors || $info['alertuser'])? 'checked="checked"': ''?>>Send alert to user.
<?php
} ?>
</td>
</tr>
<tr>
<td width="160" class="required">
Full Name:
</td>
<td>
<input type="text" size="30" name="name" id="name" value="<?php echo $info['name']; ?>">
<span class="error">* <?php echo $errors['name']; ?></span>
</td>
</tr>
<tr>
<td width="160">
Phone Number:
</td>
<td>
<input type="text" size="18" name="phone" id="phone" value="<?php echo $info['phone']; ?>">
<span class="error"> <?php echo $errors['phone']; ?></span>
Ext <input type="text" size="5" name="phone_ext" id="phone_ext" value="<?php echo $info['phone_ext']; ?>">
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
<span class="error"> <?php echo $errors['phone_ext']; ?></span>
</td>
</tr>
<tr>
<th colspan="2">
<em><strong>Ticket Information</strong>:</em>
</th>
</tr>
<tr>
<td width="160" class="required">
Ticket Source:
</td>
<td>
<select name="source">
<option value="" selected >— Select Source —</option>
<option value="Phone" <?php echo ($info['source']=='Phone')?'selected="selected"':''; ?>>Phone</option>
<option value="Email" <?php echo ($info['source']=='Email')?'selected="selected"':''; ?>>Email</option>
<option value="Other" <?php echo ($info['source']=='Other')?'selected="selected"':''; ?>>Other</option>
</select>
<font class="error"><b>*</b> <?=$errors['source']?></font>
</td>
</tr>
<tr>
<td width="160" class="required">
Department:
</td>
<td>
<select name="deptId">
<option value="" selected >— Select Department —</option>
<?php
if($depts=Dept::getDepartments()) {
foreach($depts as $id =>$name) {
echo sprintf('<option value="%d" %s>%s</option>',
$id, ($info['deptId']==$id)?'selected="selected"':'',$name);
}
}
?>
</select>
<font class="error"><b>*</b> <?=$errors['deptId']?></font>
</td>
</tr>
<tr>
<td width="160" class="required">
Help Topic:
</td>
<td>
<select name="topicId">
<option value="" selected >— Select Help Topic —</option>
<?php
if($topics=Topic::getHelpTopics()) {
foreach($topics as $id =>$name) {
echo sprintf('<option value="%d" %s>%s</option>',
$id, ($info['topicId']==$id)?'selected="selected"':'',$name);
}
}
?>
</select>
<font class="error"><b>*</b> <?=$errors['topicId']?></font>
</td>
</tr>
<tr>
<td width="160" class="required">
Subject:
</td>
<td>
<input type="text" name="subject" size="55" value="<?=$info['subject']?>">
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
<font class="error">* <?=$errors['subject']?></font>
</td>
</tr>
<tr>
<th colspan="2">
<em><strong>Issue summary</strong>: Detailed summary of the reason(s) of opening the ticket. <font class="error">* <?=$errors['issue']?></font></em>
</th>
</tr>
<tr>
<td colspan=2>
<textarea name="issue" cols="21" rows="8" style="width:80%;"><?php echo $info['issue']; ?></textarea>
<br><em>The user will be able to see the summary and any associated responses.</em>
</td>
</tr>
<tr>
<th colspan="2">
<em><strong>Response</strong>: Optional response to the above issue.</em>
</th>
</tr>
<tr>
<td colspan=2>
<?php
if(($cannedResponses=Canned::getCannedResponses())) {
?>
<div>
Canned Response:
<select id="cannedResp" name="cannedResp">
<option value="0" selected="selected">— Select a canned response —</option>
<?php
foreach($cannedResponses as $id =>$title) {
echo sprintf('<option value="%d">%s</option>',$id,$title);
}
?>
</select>
<label><input type='checkbox' value='1' name="append" id="append" checked="checked">Append</label>
</div>
<?php
} ?>
<textarea name="response" id="response" cols="21" rows="8" style="width:80%;"><?php echo $info['response']; ?></textarea>
<?php
if($cfg->allowAttachments()) { ?>
<br><em><b>Attachments:</b> Response required when files are attached.</em>
<div id="canned_attachments">
<?php
if($info['cannedattachments']) {
foreach($info['cannedattachments'] as $k=>$id) {
if(!($file=AttachmentFile::lookup($id))) continue;
$hash=$file->getHash().md5($file->getId().session_id().$file->getHash());
echo sprintf('<label><input type="checkbox" name="cannedattachments[]" id="f%d" value="%d" checked="checked">
<a href="file.php?h=%s">%s</a> </label> ',
$file->getId(), $file->getId() , $hash, $file->getName());
}
}
?>
</div>
<div id="uploads"></div>
<div class="file_input">
<input type="file" class="multifile" name="attachments[]" size="30" value="" />
</div>
<?
} ?>
</td>
</tr>
<tr>
<th colspan="2">
<em><strong>Internal Note</strong>: Optional internal note (recommended on assignment) <font class="error"> <?php echo $errors['note'];?></font></em>
</th>
</tr>
<tr>
<td colspan=2>
<textarea name="note" cols="21" rows="6" style="width:80%;"><?php echo $info['note']; ?></textarea>
</td>
</tr>
<tr>
<th colspan="2">
<em><strong>Ticket Options</strong>: Due date, when set, overwrites SLA grace period.</em>
</th>
</tr>
<tr>
<td width="160">
Due Date:
</td>
<td>
<input id="duedate" name="duedate" value="<?php echo Format::htmlchars($info['duedate']); ?>" size="10"
onclick="event.cancelBubble=true;calendar(this);" autocomplete=OFF>
<a href="#" onclick="event.cancelBubble=true;calendar(getObj('duedate')); return false;"><img src='images/cal.png'border=0 alt=""></a>
<?php
$min=$hr=null;
if($info['time'])
list($hr,$min)=explode(':',$info['time']);
echo Misc::timeDropdown($hr,$min,'time');
?>
<font class="error"> <?=$errors['duedate']?> <?php echo $errors['time']; ?></font>
<em>Time is based on your time zone (GM <?php echo $thisstaff->getTZoffset(); ?>)</em>
</td>
</tr>
<tr>
<td width="160">
Priority:
</td>
<td>
<select name="priorityId">
<option value="0" selected >— System Default —</option>
<?php
if($priorities=Priority::getPriorities()) {
foreach($priorities as $id =>$name) {
echo sprintf('<option value="%d" %s>%s</option>',
$id, ($info['priorityId']==$id)?'selected="selected"':'',$name);
}
}
?>
</select>
<font class="error"> <?=$errors['priorityId']?></font>
</td>
</tr>
<?php
if($thisstaff->canAssignTickets()) { ?>
<tr>
<td width="160">Assign To:</td>
<td>
<select id="assignId" name="assignId">
<option value="0" selected="selected">— Select Staff Member OR a Team —</option>
<?php
if(($users=Staff::getAvailableStaffMembers())) {
echo '<OPTGROUP label="Staff Members ('.count($users).')">';
foreach($users as $id => $name) {
$k="s$id";
echo sprintf('<option value="%s" %s>%s</option>',
$k,(($info['assignId']==$k)?'selected="selected"':''),$name);
}
echo '</OPTGROUP>';
}
if(($teams=Team::getActiveTeams())) {
echo '<OPTGROUP label="Teams ('.count($teams).')">';
foreach($teams as $id => $name) {
$k="t$id";
echo sprintf('<option value="%s" %s>%s</option>',
$k,(($info['assignId']==$k)?'selected="selected"':''),$name);
}
echo '</OPTGROUP>';
}
?>
</select> <span class='error'> <?php echo $errors['assignId']; ?></span>
</td>
</tr>
<?php
} ?>
<?php
if($thisstaff->canCloseTickets()) { ?>
<tr>
<td width="160">
Ticket Status:
</td>
<td>
<input type="checkbox" name="ticket_state" value="closed" <?php echo $info['ticket_state']?'checked="checked"':''; ?>>
<b>Close On Response</b> <em>(Only applicable if response is entered)</em>
</td>
</tr>
<?php
} ?>
<tr>
<td>Signature:</td>
<td>
<?php
$info['signature']=$info['signature']?$info['signature']:$thisstaff->getDefaultSignatureType();
?>
<label><input type="radio" name="signature" value="none" checked="checked"> None</label>
<?php
if($thisstaff->getSignature()) {?>
<label><input type="radio" name="signature" value="mine"
<?php echo ($info['signature']=='mine')?'checked="checked"':''; ?>> My signature</label>
<?php
} ?>
<label><input type="radio" name="signature" value="dept"
<?php echo ($info['signature']=='dept')?'checked="checked"':''; ?>>
Dept. Signature (if set)</label>
<span style="padding-left:25px;">
</td>
</tr>
</tbody>
</table>
<p style="padding-left:250px;">
<input type="submit" name="submit" value="Open">
<input type="reset" name="reset" value="Reset">
<input type="button" name="cancel" value="Cancel" onclick='window.location.href="tickets.php"'>