Newer
Older
<?php
//Note that ticket obj is initiated in tickets.php.
if(!defined('OSTSCPINC') || !$thisstaff || !is_object($ticket) || !$ticket->getId()) die('Invalid path');
//Make sure the staff is allowed to access the page.
if(!@$thisstaff->isStaff() || !$ticket->checkStaffAccess($thisstaff)) die('Access Denied');
//Re-use the post info on error...savekeyboards.org (Why keyboard? -> some people care about objects than users!!)
$info=($_POST && $errors)?Format::input($_POST):array();
//Auto-lock the ticket if locking is enabled.. If already locked by the user then it simply renews.
if($cfg->getLockTime() && !$ticket->acquireLock($thisstaff->getId(),$cfg->getLockTime()))
$warn.='Unable to obtain a lock on the ticket';
//Get the goodies.
$dept = $ticket->getDept(); //Dept
$staff = $ticket->getStaff(); //Assigned or closed by..
$team = $ticket->getTeam(); //Assigned team.
$lock = $ticket->getLock(); //Ticket lock obj
$id = $ticket->getId(); //Ticket ID.
//Useful warnings and errors the user might want to know!
if($ticket->isAssigned() && (
($staff && $staff->getId()!=$thisstaff->getId())
|| ($team && !$team->hasMember($thisstaff))
))
$warn.=' <span class="Icon assignedTicket">Ticket is assigned to '.implode('/', $ticket->getAssignees()).'</span>';
if(!$errors['err'] && ($lock && $lock->getStaffId()!=$thisstaff->getId()))
$errors['err']='This ticket is currently locked by '.$lock->getStaffName();
if(!$errors['err'] && ($emailBanned=EmailFilter::isBanned($ticket->getEmail())))
$errors['err']='Email is in banlist! Must be removed before any reply/response';
$unbannable=($emailBanned) ? BanList::includes($ticket->getEmail()) : false;
if($ticket->isOverdue())
$warn.=' <span class="Icon overdueTicket">Marked overdue!</span>';
?>
<table width="910" cellpadding="2" cellspacing="0" border="0">
<tr>
<td width="50%">
<h2>Ticket #<?php echo $ticket->getExtId(); ?>
<a href="tickets.php?id=<?php echo $ticket->getId(); ?>" title="Reload" class="reload">Reload</a></h2>
</td>
<td width="50%" class="right_align">
<a href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print" title="Print Ticket" class="print" id="ticket-print">Print Ticket</a>
<?php
if($thisstaff->canEditTickets()) { ?>
<a href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=edit" title="Edit Ticket" class="edit">Edit Ticket</a>
<?php
} ?>
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
</td>
</tr>
</table>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
<tr>
<td width="50">
<table border="0" cellspacing="" cellpadding="4" width="100%">
<tr>
<th width="100">Status:</th>
<td><?php echo ucfirst($ticket->getStatus()); ?></td>
</tr>
<tr>
<th>Priority:</th>
<td><?php echo $ticket->getPriority(); ?></td>
</tr>
<tr>
<th>Department:</th>
<td><?php echo Format::htmlchars($ticket->getDeptName()); ?></td>
</tr>
<tr>
<th>Create Date:</th>
<td><?php echo Format::db_datetime($ticket->getCreateDate()); ?></td>
</tr>
</table>
</td>
<td width="50%">
<table border="0" cellspacing="" cellpadding="4" width="100%">
<tr>
<th width="100">Name:</th>
<td><?php echo Format::htmlchars($ticket->getName()); ?></td>
</tr>
<tr>
<th>Email:</th>
<td>
<?php
echo $ticket->getEmail();
if(($related=$ticket->getRelatedTicketsCount())) {
echo sprintf(' <a href="tickets.php?a=search&query=%s" title="Related Tickets">(<b>%d</b>)</a>',
urlencode($ticket->getEmail()),$related);
}
?>
</td>
</tr>
<tr>
<th>Phone:</th>
<td><?php echo $ticket->getPhoneNumber(); ?></td>
</tr>
<tr>
<th>Source:</th>
<td><?php echo Format::htmlchars($ticket->getSource()); ?></td>
</tr>
</table>
</td>
</tr>
</table>
<br>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
<tr>
<td width="50%">
<table cellspacing="0" cellpadding="4" width="100%" border="0">
<?php
if($ticket->isOpen()) { ?>
<td>
<?php
if($ticket->isAssigned())
echo Format::htmlchars(implode('/', $ticket->getAssignees()));
else
echo '<span class="faded">— Unassigned —</span>';
?>
</td>
<?php
} else { ?>
<tr>
<th width="100">Closed By:</th>
<td>
<?php
if(($staff = $ticket->getStaff()))
echo Format::htmlchars($staff->getName());
else
echo '<span class="faded">— Unknown —</span>';
?>
</td>
</tr>
<?php
} ?>
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
<tr>
<th nowrap>Last Response:</th>
<td><?php echo Format::db_datetime($ticket->getLastRespDate()); ?></td>
</tr>
<?php
if($ticket->isOpen()){ ?>
<tr>
<th>Due Date:</th>
<td><?php echo Format::db_datetime($ticket->getDueDate()); ?></td>
</tr>
<?php
}else { ?>
<tr>
<th>Close Date:</th>
<td><?php echo Format::db_datetime($ticket->getCloseDate()); ?></td>
</tr>
<?php
}
?>
</table>
</td>
<td width="50%">
<table cellspacing="0" cellpadding="4" width="100%" border="0">
<tr>
<th width="100">Subject:</th>
<td><?php echo Format::htmlchars(Format::truncate($ticket->getSubject(),200)); ?></td>
</tr>
<tr>
<th>Help Topic:</th>
<td><?php echo Format::htmlchars($ticket->getHelpTopic()); ?></td>
</tr>
<tr>
<th nowrap>Last Message:</th>
<td><?php echo Format::db_datetime($ticket->getLastMsgDate()); ?></td>
</tr>
</table>
</td>
</tr>
</table>
<div class="clear" style="padding-bottom:10px;"></div>
<?php
$tcount = $ticket->getThreadCount();
if($cfg->showNotesInline())
$tcount+= $ticket->getNumNotes();
?>
<li><a class="active" id="toggle_ticket_thread" href="#">Ticket Thread (<?php echo $tcount; ?>)</a></li>
<?php
if(!$cfg->showNotesInline()) {?>
<li><a id="toggle_notes" href="#">Internal Notes (<?php echo $ticket->getNumNotes(); ?>)</a></li>
<?php
}?>
<?php
if(!$cfg->showNotesInline()) { ?>
<div id="ticket_notes">
<?php
/* Internal Notes */
if($ticket->getNumNotes() && ($notes=$ticket->getNotes())) {
foreach($notes as $note) {
?>
<table class="note" cellspacing="0" cellpadding="1" width="940" border="0">
<tr>
<th width="640">
<?php
echo sprintf('%s <em>posted by <b>%s</b></em>',
Format::htmlchars($note['title']),
Format::htmlchars($note['poster']));
?>
</th>
<th class="date" width="300"><?php echo Format::db_datetime($note['created']); ?></th>
</tr>
<tr>
<td colspan="2">
<?php echo Format::display($note['body']); ?>
if($note['attachments'] && ($links=$ticket->getAttachmentsLinks($note['id'],'N'))) {?>
<tr>
<td class="info" colspan="2"><?php echo $links; ?></td>
</tr>
<?php
}?>
</table>
<?php
}
} else {
echo "<p>No internal notes found.</p>";
}?>
</div>
<?php
} ?>
$threadTypes=array('M'=>'message','R'=>'response', 'N'=>'note');
/* -------- Messages & Responses & Notes (if inline)-------------*/
if(($thread=$ticket->getThread($cfg->showNotesInline()))) {
foreach($thread as $entry) {
?>
<table class="<?php echo $threadTypes[$entry['thread_type']]; ?>" cellspacing="0" cellpadding="1" width="940" border="0">
<tr>
<th width="200"><?php echo Format::db_datetime($entry['created']);?></th>
<th width="440"><span><?php echo Format::htmlchars($entry['title']); ?></span></th>
<th width="300" class="tmeta"><?php echo Format::htmlchars($entry['poster']); ?></th>
</tr>
<tr><td colspan=3><?php echo Format::display($entry['body']); ?></td></tr>
if($entry['attachments'] && ($links=$ticket->getAttachmentsLinks($entry['id'], $entry['thread_type']))) {?>
<td class="info" colspan=3><?php echo $links; ?></td>
</tr>
<?php
}?>
</table>
<?php
if($entry['thread_type']=='M')
$msgId=$entry['id'];
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
}
} else {
echo '<p>Error fetching ticket thread - get technical help.</p>';
}?>
</div>
<div class="clear" style="padding-bottom:10px;"></div>
<?php if($errors['err']) { ?>
<div id="msg_error"><?php echo $errors['err']; ?></div>
<?php }elseif($msg) { ?>
<div id="msg_notice"><?php echo $msg; ?></div>
<?php }elseif($warn) { ?>
<div id="msg_warning"><?php echo $warn; ?></div>
<?php } ?>
<div id="response_options">
<ul>
<li><a id="reply_tab" href="#reply">Post Reply</a></li>
<li><a id="note_tab" href="#note">Post Internal Note</a></li>
<?php
if($thisstaff->canTransferTickets()) { ?>
<li><a id="transfer_tab" href="#transfer">Dept. Transfer</a></li>
<?php
}
if($thisstaff->canAssignTickets()) { ?>
<li><a id="assign_tab" href="#assign"><?php echo $ticket->isAssigned()?'Reassign Ticket':'Assign Ticket'; ?></a></li>
<?php
} ?>
</ul>
<form id="reply" action="tickets.php?id=<?php echo $ticket->getId(); ?>#reply" name="reply" method="post" enctype="multipart/form-data">
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
313
314
315
316
317
318
319
320
321
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
393
394
395
396
397
398
399
400
401
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="msgId" value="<?php echo $msgId; ?>">
<input type="hidden" name="a" value="reply">
<span class="error"></span>
<table border="0" cellspacing="0" cellpadding="3">
<tr>
<td width="160"> </td>
<td class="error"><?php echo $errors['response']; ?></td>
</tr>
<?php
if(($cannedResponses=Canned::responsesByDeptId($ticket->getDeptId()))) {?>
<tr>
<td width="160">
<label> </label>
</td>
<td width="765">
<select id="cannedResp" name="cannedResp">
<option value="0" selected="selected">Select a canned response</option>
<?php
foreach($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>
</td>
</tr>
<?php
}?>
<tr>
<td width="160">
<label><strong>Response:</strong></label>
</td>
<td width="765">
<textarea name="response" id="response" cols="50" rows="9" wrap="soft"><?php echo $info['response']; ?></textarea>
</td>
</tr>
<?php
if($cfg->allowAttachments()) { ?>
<tr>
<td width="160">
<label for="attachment">Attachments:</label>
</td>
<td width="765" id="reply_form_attachments" class="attachments">
<div id="canned_attachments">
</div>
<div id="uploads">
</div>
<div class="file_input">
<input type="file" class="multifile" name="attachments[]" size="30" value="" />
</div>
</td>
</tr>
<?php
}?>
<tr>
<td width="160">
<label for="signature" class="left">Signature:</label>
</td>
<td width="765">
<?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
} ?>
<?php
if($dept && $dept->canAppendSignature()) { ?>
<label><input type="radio" name="signature" value="dept"
<?php echo ($info['signature']=='dept')?'checked="checked"':''; ?>>
Dept. Signature (<?php echo Format::htmlchars($dept->getName()); ?>)</label>
<?php
} ?>
</td>
</tr>
<?php
if($ticket->isClosed() || $thisstaff->canCloseTickets()) { ?>
<tr>
<td width="160">
<label><strong>Ticket Status:</strong></label>
</td>
<td width="765">
<?php
$statusChecked=isset($info['reply_ticket_status'])?'checked="checked"':'';
if($ticket->isClosed()) { ?>
<label><input type="checkbox" name="reply_ticket_status" id="reply_ticket_status" value="Open"
<?php echo $statusChecked; ?>> Reopen on Reply</label>
<?php
} elseif($thisstaff->canCloseTickets()) { ?>
<label><input type="checkbox" name="reply_ticket_status" id="reply_ticket_status" value="Closed"
<?php echo $statusChecked; ?>> Close on Reply</label>
<?php
} ?>
</td>
</tr>
<?php
} ?>
</div>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="Post Reply">
<input class="btn_sm" type="reset" value="Reset">
</p>
</form>
<form id="note" action="tickets.php?id=<?php echo $ticket->getId(); ?>#note" name="note" method="post" enctype="multipart/form-data">
403
404
405
406
407
408
409
410
411
412
413
414
415
416
417
418
419
420
421
422
423
424
425
426
427
428
429
430
431
432
433
434
435
436
437
438
439
440
441
442
443
444
445
446
447
448
449
450
451
452
453
454
455
456
457
458
459
460
461
462
463
464
465
466
467
468
469
470
471
472
473
474
475
476
477
478
479
480
481
482
483
484
485
486
487
488
489
490
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="postnote">
<table border="0" cellspacing="0" cellpadding="3">
<tr>
<td width="160"> </td>
<td class="error"><?php echo $errors['note']; ?></td>
</tr>
<tr>
<td width="160">
<label><strong>Title:</strong></label>
</td>
<td width="765">
<input type="text" name="title" id="title" size="45" value="<?php echo $info['title']; ?>" >
<span class="error">* <?php echo $errors['title']; ?></span>
</td>
</tr>
<tr>
<td width="160">
<label><strong>Note:</strong></label>
</td>
<td width="765">
<div><span class="faded">Internal note details</span>
<span class="error">* <?php echo $errors['internal_note']; ?></span></div>
<textarea name="internal_note" id="internal_note" cols="50" rows="9" wrap="soft"
style="width:600px"><?php echo $info['internal_note']; ?></textarea>
</td>
</tr>
<?php
if($cfg->allowAttachments()) { ?>
<tr>
<td width="160">
<label for="attachment">Attachments:</label>
</td>
<td width="765" class="attachments">
<div class="uploads">
</div>
<div class="file_input">
<input type="file" class="multifile" name="attachments[]" size="30" value="" />
</div>
</td>
</tr>
<?php
}
?>
<tr>
<td width="160">
<label>Ticket Status:</label>
</td>
<td width="765">
<?php
$statusChecked=isset($info['note_ticket_state'])?'checked="checked"':'';
if($ticket->isClosed()){ ?>
<label><input type="checkbox" name="note_ticket_state" id="note_ticket_state" value="open"
<?php echo $statusChecked; ?>> Reopen Ticket</label>
<?php
} elseif(0 && $thisstaff->canCloseTickets()) { ?>
<label><input type="checkbox" name="note_ticket_state" id="note_ticket_state" value="Closed"
<?php echo $statusChecked; ?>> Close Ticket</label>
<?php
} elseif($ticket->isAnswered()) { ?>
<label>
<input type="checkbox" name="note_ticket_state" id="note_ticket_state" value="Unanswered"
<?php echo $statusChecked; ?>>
Mark Unanswered
</label>
<?php
} else { ?>
<label>
<input type="checkbox" name="note_ticket_state" id="note_ticket_state" value="Answered"
<?php echo $statusChecked; ?>>
Mark Answered
</label>
<?php
} ?>
</td>
</tr>
</div>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="Post Note">
<input class="btn_sm" type="reset" value="Reset">
</p>
</form>
<?php
if($thisstaff->canTransferTickets()) { ?>
<form id="transfer" action="tickets.php?id=<?php echo $ticket->getId(); ?>#transfer" name="transfer" method="post" enctype="multipart/form-data">
492
493
494
495
496
497
498
499
500
501
502
503
504
505
506
507
508
509
510
511
512
513
514
515
516
517
518
519
520
521
522
523
524
525
526
527
528
529
530
531
532
533
534
535
536
537
538
539
<input type="hidden" name="ticket_id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="transfer">
<table border="0" cellspacing="0" cellpadding="3">
<tr>
<td width="160"> </td>
<td class="error"><?php echo $errors['transfer']; ?></td>
</tr>
<tr>
<td width="160">
<label for="deptId"><strong>Department:</strong></label>
</td>
<td width="765">
<select id="deptId" name="deptId">
<option value="0" selected="selected">— Select Target Department —</option>
<?php
if($depts=Dept::getDepartments()) {
foreach($depts as $id =>$name) {
if($id==$ticket->getDeptId()) continue;
echo sprintf('<option value="%d" %s>%s</option>',
$id, ($info['deptId']==$id)?'selected="selected"':'',$name);
}
}
?>
</select> <span class='error'>* <?php echo $errors['deptId']; ?></span>
</td>
</tr>
<tr>
<td width="160">
<label><strong>Comments:</strong></label>
</td>
<td width="765">
<span class="faded">Enter reasons for the transfer.</span>
<span class="error">* <?php echo $errors['transfer_message']; ?></span><br>
<textarea name="transfer_message" id="transfer_message"
cols="80" rows="7" wrap="soft"><?php echo $info['transfer_message']; ?></textarea>
</td>
</tr>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="Transfer">
<input class="btn_sm" type="reset" value="Reset">
</p>
</form>
<?php
} ?>
<?php
if($thisstaff->canAssignTickets()) { ?>
<form id="assign" action="tickets.php?id=<?php echo $ticket->getId(); ?>#assign" name="assign" method="post" enctype="multipart/form-data">
541
542
543
544
545
546
547
548
549
550
551
552
553
554
555
556
557
558
559
560
561
562
563
564
565
566
567
568
569
570
571
572
573
574
575
576
577
578
579
580
581
582
583
584
585
586
587
588
589
590
591
592
593
594
595
596
597
598
599
600
601
602
603
604
605
606
607
608
609
610
611
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="assign">
<table border="0" cellspacing="0" cellpadding="3">
<tr>
<td width="160"> </td>
<td>
<?php
if($ticket->isAssigned())
echo sprintf('<em>Ticket is currently assigned to <b>%s</b></em>',$ticket->getAssignee());
?>
</td>
</tr>
<tr>
<td width="160">
<label for="assignId"><strong>Assignee:</strong></label>
</td>
<td width="765">
<select id="assignId" name="assignId">
<option value="0" selected="selected">— Select Staff Member OR a Team —</option>
<?php
$sid=$tid=0;
if(($users=Staff::getAvailableStaffMembers())) {
echo '<OPTGROUP label="Staff Members ('.count($users).')">';
$staffId=$ticket->isAssigned()?$ticket->getStaffId():0;
foreach($users as $id => $name) {
if($staffId && $staffId==$id)
$name.=' (Assigned)';
$k="s$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).')">';
$teamId=(!$sid && $ticket->isAssigned())?$ticket->getTeamId():0;
foreach($teams as $id => $name) {
if($teamId && $teamId==$id)
$name.=' (Assigned)';
$k="t$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>
<tr>
<td width="160">
<label><strong>Comments:</strong><span class='error'> </span></label>
</td>
<td width="765">
<span class="faded">Enter reasons for the assignment or instructions.</span>
<span class="error">* <?php echo $errors['assign_message']; ?></span><br>
<textarea name="assign_message" id="assign_message" cols="80" rows="7" wrap="soft"><?php echo $info['assign_message']; ?></textarea>
</td>
</tr>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="<?php echo $ticket->isAssigned()?'Reassign':'Assign'; ?>">
<input class="btn_sm" type="reset" value="Reset">
</p>
</form>
<?php
} ?>
</div>
<div style="display:none;" id="print-options">
<h3>Ticket Print Options</h3>
<a class="close" href="">×</a>
<form action="tickets.php?id=<?php echo $ticket->getId(); ?>" method="post" id="print-form" name="print-form">
<input type="hidden" name="a" value="print">
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<fieldset class="notes">
<label for="notes">Print Notes:</label>
<input type="checkbox" id="notes" name="notes" value="1"> Print <b>Internal</b> Notes/Comments
</fieldset>
<fieldset>
<label for="psize">Paper Size:</label>
<select id="psize" name="psize">
<option value="">— Select Print Paper Size —</option>
<?php
$options=array('Letter', 'Legal', 'A4', 'A3');
$psize =$_SESSION['PAPER_SIZE']?$_SESSION['PAPER_SIZE']:$thisstaff->getDefaultPaperSize();
foreach($options as $v) {
echo sprintf('<option value="%s" %s>%s</option>',
$v,($psize==$v)?'selected="selected"':'', $v);
}
?>
</select>
</fieldset>
<hr style="margin-top:3em"/>
<p class="full-width">
<span class="buttons" style="float:left">
<input type="reset" value="Reset">
<input type="button" value="Cancel" class="close">
</span>
<span class="buttons" style="float:right">
<input type="submit" value="Print">
</span>
</p>
</form>
</div>
<script type="text/javascript" src="js/ticket.js"></script>