-
Jared Hancock authored
Since the automatic lock was being acquired but not passed to the autoLock system, the automatically acquired lock was not being release on away navigation. This patch addresses the issue by passing the automatically acquired lock id to the autoLock system on ticket-view page load and change the ::Init() method so that the lock id is not cleared with the ::Init() method is called by the page load.
Jared Hancock authoredSince the automatic lock was being acquired but not passed to the autoLock system, the automatically acquired lock was not being release on away navigation. This patch addresses the issue by passing the automatically acquired lock id to the autoLock system on ticket-view page load and change the ::Init() method so that the lock id is not cleared with the ::Init() method is called by the page load.
ticket-view.inc.php 47.56 KiB
<?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..
$user = $ticket->getOwner(); //Ticket User (EndUser)
$team = $ticket->getTeam(); //Assigned team.
$sla = $ticket->getSLA();
$lock = $ticket->getLock(); //Ticket lock obj
$id = $ticket->getId(); //Ticket ID.
//Useful warnings and errors the user might want to know!
if ($ticket->isClosed() && !$ticket->isReopenable())
$warn = sprintf(
__('Current ticket status (%s) does not allow the end user to reply.'),
$ticket->getStatus());
elseif ($ticket->isAssigned()
&& (($staff && $staff->getId()!=$thisstaff->getId())
|| ($team && !$team->hasMember($thisstaff))
))
$warn.= sprintf(' <span class="Icon assignedTicket">%s</span>',
sprintf(__('Ticket is assigned to %s'),
implode('/', $ticket->getAssignees())
));
if (!$errors['err']) {
if ($lock && $lock->getStaffId()!=$thisstaff->getId())
$errors['err'] = sprintf(__('This ticket is currently locked by %s'),
$lock->getStaffName());
elseif (($emailBanned=TicketFilter::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="940" cellpadding="2" cellspacing="0" border="0">
<tr>
<td width="20%" class="has_bottom_border">
<h2><a href="tickets.php?id=<?php echo $ticket->getId(); ?>"
title="<?php echo __('Reload'); ?>"><i class="icon-refresh"></i>
<?php echo sprintf(__('Ticket #%s'), $ticket->getNumber()); ?></a></h2>
</td>
<td width="auto" class="flush-right has_bottom_border">
<?php
if ($thisstaff->canBanEmails()
|| $thisstaff->canEditTickets()
|| ($dept && $dept->isManager($thisstaff))) { ?>
<span class="action-button pull-right" data-dropdown="#action-dropdown-more">
<i class="icon-caret-down pull-right"></i>
<span ><i class="icon-cog"></i> <?php echo __('More');?></span>
</span>
<?php
} // Status change options
echo TicketStatus::status_options();
if ($thisstaff->canEditTickets()) { ?>
<a class="action-button pull-right" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=edit"><i class="icon-edit"></i> <?php
echo __('Edit'); ?></a>
<?php
}
if ($ticket->isOpen() && !$ticket->isAssigned() && $thisstaff->canAssignTickets()) {?>
<a id="ticket-claim" class="action-button pull-right confirm-action" href="#claim"><i class="icon-user"></i> <?php
echo __('Claim'); ?></a>
<?php
}?>
<span class="action-button pull-right" data-dropdown="#action-dropdown-print">
<i class="icon-caret-down pull-right"></i>
<a id="ticket-print" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print"><i class="icon-print"></i> <?php
echo __('Print'); ?></a>
</span>
<div id="action-dropdown-print" class="action-dropdown anchor-right">
<ul>
<li><a class="no-pjax" target="_blank" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print¬es=0"><i
class="icon-file-alt"></i> <?php echo __('Ticket Thread'); ?></a>
<li><a class="no-pjax" target="_blank" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print¬es=1"><i
class="icon-file-text-alt"></i> <?php echo __('Thread + Internal Notes'); ?></a>
</ul>
</div>
<div id="action-dropdown-more" class="action-dropdown anchor-right">
<ul>
<?php
if($thisstaff->canEditTickets()) { ?>
<li><a class="change-user" href="#tickets/<?php
echo $ticket->getId(); ?>/change-user"><i class="icon-user"></i> <?php
echo __('Change Owner'); ?></a></li>
<?php
}
if($thisstaff->canDeleteTickets()) {
?>
<li><a class="ticket-action" href="#tickets/<?php
echo $ticket->getId(); ?>/status/delete"
data-href="tickets.php"><i class="icon-trash"></i> <?php
echo __('Delete Ticket'); ?></a></li>
<?php
}
if($ticket->isOpen() && ($dept && $dept->isManager($thisstaff))) {
if($ticket->isAssigned()) { ?>
<li><a class="confirm-action" id="ticket-release" href="#release"><i class="icon-user"></i> <?php
echo __('Release (unassign) Ticket'); ?></a></li>
<?php
}
if(!$ticket->isOverdue()) { ?>
<li><a class="confirm-action" id="ticket-overdue" href="#overdue"><i class="icon-bell"></i> <?php
echo __('Mark as Overdue'); ?></a></li>
<?php
}
if($ticket->isAnswered()) { ?>
<li><a class="confirm-action" id="ticket-unanswered" href="#unanswered"><i class="icon-circle-arrow-left"></i> <?php
echo __('Mark as Unanswered'); ?></a></li>
<?php
} else { ?>
<li><a class="confirm-action" id="ticket-answered" href="#answered"><i class="icon-circle-arrow-right"></i> <?php
echo __('Mark as Answered'); ?></a></li>
<?php
}
} ?>
<li><a href="#ajax.php/tickets/<?php echo $ticket->getId();
?>/forms/manage" onclick="javascript: $.dialog($(this).attr('href').substr(1), 201);
return false"
><i class="icon-paste"></i> <?php echo __('Manage Forms'); ?></a></li>
<?php if($thisstaff->canBanEmails()) {
if(!$emailBanned) {?>
<li><a class="confirm-action" id="ticket-banemail"
href="#banemail"><i class="icon-ban-circle"></i> <?php echo sprintf(
Format::htmlchars(__('Ban Email <%s>')),
$ticket->getEmail()); ?></a></li>
<?php
} elseif($unbannable) { ?>
<li><a class="confirm-action" id="ticket-banemail"
href="#unbanemail"><i class="icon-undo"></i> <?php echo sprintf(
Format::htmlchars(__('Unban Email <%s>')),
$ticket->getEmail()); ?></a></li>
<?php
}
}?>
</ul>
</div>
</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"><?php echo __('Status');?>:</th>
<td><?php echo $ticket->getStatus(); ?></td>
</tr>
<tr>
<th><?php echo __('Priority');?>:</th>
<td><?php echo $ticket->getPriority(); ?></td>
</tr>
<tr>
<th><?php echo __('Department');?>:</th>
<td><?php echo Format::htmlchars($ticket->getDeptName()); ?></td>
</tr>
<tr>
<th><?php echo __('Create Date');?>:</th>
<td><?php echo Format::db_datetime($ticket->getCreateDate()); ?></td>
</tr>
</table>
</td>
<td width="50%" style="vertical-align:top">
<table border="0" cellspacing="" cellpadding="4" width="100%">
<tr>
<th width="100"><?php echo __('User'); ?>:</th>
<td><a href="#tickets/<?php echo $ticket->getId(); ?>/user"
onclick="javascript:
$.userLookup('ajax.php/tickets/<?php echo $ticket->getId(); ?>/user',
function (user) {
$('#user-'+user.id+'-name').text(user.name);
$('#user-'+user.id+'-email').text(user.email);
$('#user-'+user.id+'-phone').text(user.phone);
$('select#emailreply option[value=1]').text(user.name+' <'+user.email+'>');
});
return false;
"><i class="icon-user"></i> <span id="user-<?php echo $ticket->getOwnerId(); ?>-name"
><?php echo Format::htmlchars($ticket->getName());
?></span></a>
<?php
if($user) {
echo sprintf(' <a href="tickets.php?a=search&uid=%d" title="%s" data-dropdown="#action-dropdown-stats">(<b>%d</b>)</a>',
urlencode($user->getId()), __('Related Tickets'), $user->getNumTickets());
?>
<div id="action-dropdown-stats" class="action-dropdown anchor-right">
<ul> <?php
if(($open=$user->getNumOpenTickets()))
echo sprintf('<li><a href="tickets.php?a=search&status=open&uid=%s"><i class="icon-folder-open-alt icon-fixed-width"></i> %s</a></li>',
$user->getId(), sprintf(_N('%d Open Ticket', '%d Open Tickets', $open), $open));
if(($closed=$user->getNumClosedTickets()))
echo sprintf('<li><a href="tickets.php?a=search&status=closed&uid=%d"><i
class="icon-folder-close-alt icon-fixed-width"></i> %s</a></li>',
$user->getId(), sprintf(_N('%d Closed Ticket', '%d Closed Tickets', $closed), $closed));
?>
<li><a href="tickets.php?a=search&uid=<?php echo $ticket->getOwnerId(); ?>"><i class="icon-double-angle-right icon-fixed-width"></i> <?php echo __('All Tickets'); ?></a></li>
<li><a href="users.php?id=<?php echo
$user->getId(); ?>"><i class="icon-user
icon-fixed-width"></i> <?php echo __('Manage User'); ?></a></li>
<?php if ($user->getOrgId()) { ?>
<li><a href="orgs.php?id=<?php echo $user->getOrgId(); ?>"><i
class="icon-building icon-fixed-width"></i> <?php
echo __('Manage Organization'); ?></a></li>
<?php } ?>
</ul>
</div>
<?php
}
?>
</td>
</tr>
<tr>
<th><?php echo __('Email'); ?>:</th>
<td>
<span id="user-<?php echo $ticket->getOwnerId(); ?>-email"><?php echo $ticket->getEmail(); ?></span>
</td>
</tr>
<tr>
<th><?php echo __('Phone'); ?>:</th>
<td>
<span id="user-<?php echo $ticket->getOwnerId(); ?>-phone"><?php echo $ticket->getPhoneNumber(); ?></span>
</td>
</tr>
<tr>
<th><?php echo __('Source'); ?>:</th>
<td><?php
echo Format::htmlchars($ticket->getSource());
if($ticket->getIP())
echo ' <span class="faded">('.$ticket->getIP().')</span>';
?>
</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($ticket->isOpen()) { ?>
<tr>
<th width="100"><?php echo __('Assigned To');?>:</th>
<td>
<?php
if($ticket->isAssigned())
echo Format::htmlchars(implode('/', $ticket->getAssignees()));
else
echo '<span class="faded">— '.__('Unassigned').' —</span>';
?>
</td>
</tr> <?php
} else { ?>
<tr>
<th width="100"><?php echo __('Closed By');?>:</th>
<td>
<?php
if(($staff = $ticket->getStaff()))
echo Format::htmlchars($staff->getName());
else
echo '<span class="faded">— '.__('Unknown').' —</span>';
?>
</td>
</tr>
<?php
} ?>
<tr>
<th><?php echo __('SLA Plan');?>:</th>
<td><?php echo $sla?Format::htmlchars($sla->getName()):'<span class="faded">— '.__('None').' —</span>'; ?></td>
</tr>
<?php
if($ticket->isOpen()){ ?>
<tr>
<th><?php echo __('Due Date');?>:</th>
<td><?php echo Format::db_datetime($ticket->getEstDueDate()); ?></td>
</tr>
<?php
}else { ?>
<tr>
<th><?php echo __('Close Date');?>:</th>
<td><?php echo Format::db_datetime($ticket->getCloseDate()); ?></td>
</tr>
<?php
}
?>
</table>
</td>
<td width="50%">
<table cellspacing="0" cellpadding="4" width="100%" border="0">
<tr>
<th width="100"><?php echo __('Help Topic');?>:</th>
<td><?php echo Format::htmlchars($ticket->getHelpTopic()); ?></td>
</tr>
<tr>
<th nowrap><?php echo __('Last Message');?>:</th>
<td><?php echo Format::db_datetime($ticket->getLastMsgDate()); ?></td>
</tr>
<tr>
<th nowrap><?php echo __('Last Response');?>:</th>
<td><?php echo Format::db_datetime($ticket->getLastRespDate()); ?></td>
</tr>
</table>
</td>
</tr>
</table>
<br>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
<?php
$idx = 0;
foreach (DynamicFormEntry::forTicket($ticket->getId()) as $form) {
// Skip core fields shown earlier in the ticket view
// TODO: Rewrite getAnswers() so that one could write
// ->getAnswers()->filter(not(array('field__name__in'=>
// array('email', ...))));
$answers = array_filter($form->getAnswers(), function ($a) {
return !in_array($a->getField()->get('name'),
array('email','subject','name','priority'));
});
if (count($answers) == 0)
continue;
?> <tr>
<td colspan="2">
<table cellspacing="0" cellpadding="4" width="100%" border="0">
<?php foreach($answers as $a) {
if (!($v = $a->display())) continue; ?>
<tr>
<th width="100"><?php
echo $a->getField()->get('label');
?>:</th>
<td><?php
echo $v;
?></td>
</tr>
<?php } ?>
</table>
</td>
</tr>
<?php
$idx++;
} ?>
</table>
<div class="clear"></div>
<h2 style="padding:10px 0 5px 0; font-size:11pt;"><?php echo Format::htmlchars($ticket->getSubject()); ?></h2>
<?php
$tcount = $ticket->getThreadCount();
$tcount+= $ticket->getNumNotes();
?>
<ul id="threads">
<li><a class="active" id="toggle_ticket_thread" href="#"><?php echo sprintf(__('Ticket Thread (%d)'), $tcount); ?></a></li>
</ul>
<div id="ticket_thread">
<?php
$threadTypes=array('M'=>'message','R'=>'response', 'N'=>'note');
/* -------- Messages & Responses & Notes (if inline)-------------*/
$types = array('M', 'R', 'N');
if(($thread=$ticket->getThreadEntries($types))) {
foreach($thread as $entry) { ?>
<table class="thread-entry <?php echo $threadTypes[$entry['thread_type']]; ?>" cellspacing="0" cellpadding="1" width="940" border="0">
<tr>
<th colspan="4" width="100%">
<div>
<span class="pull-left">
<span style="display:inline-block"><?php
echo Format::db_datetime($entry['created']);?></span>
<span style="display:inline-block;padding:0 1em" class="faded title"><?php
echo Format::truncate($entry['title'], 100); ?></span>
</span>
<span class="pull-right" style="white-space:no-wrap;display:inline-block">
<span style="vertical-align:middle;" class="textra"></span>
<span style="vertical-align:middle;"
class="tmeta faded title"><?php
echo Format::htmlchars($entry['name'] ?: $entry['poster']); ?></span>
</span>
</div>
</th>
</tr>
<tr><td colspan="4" class="thread-body" id="thread-id-<?php
echo $entry['id']; ?>"><div><?php
echo $entry['body']->toHtml(); ?></div></td></tr>
<?php
if($entry['attachments']
&& ($tentry = $ticket->getThreadEntry($entry['id']))
&& ($urls = $tentry->getAttachmentUrls())
&& ($links = $tentry->getAttachmentsLinks())) {?>
<tr>
<td class="info" colspan="4"><?php echo $tentry->getAttachmentsLinks(); ?></td>
</tr> <?php
}
if ($urls) { ?>
<script type="text/javascript"> $('#thread-id-<?php echo $entry['id']; ?>')
.data('urls', <?php
echo JsonDataEncoder::encode($urls); ?>)
.data('id', <?php echo $entry['id']; ?>);
</script>
<?php
} ?>
</table>
<?php
if($entry['thread_type']=='M')
$msgId=$entry['id'];
}
} 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 $warn; ?></div>
<?php } ?>
<div id="response_options">
<ul class="tabs">
<?php
if($thisstaff->canPostReply()) { ?>
<li><a id="reply_tab" href="#reply"><?php echo __('Post Reply');?></a></li>
<?php
} ?>
<li><a id="note_tab" href="#note"><?php echo __('Post Internal Note');?></a></li>
<?php
if($thisstaff->canTransferTickets()) { ?>
<li><a id="transfer_tab" href="#transfer"><?php echo __('Department Transfer');?></a></li>
<?php
}
if($thisstaff->canAssignTickets()) { ?>
<li><a id="assign_tab" href="#assign"><?php echo $ticket->isAssigned()?__('Reassign Ticket'):__('Assign Ticket'); ?></a></li>
<?php
} ?>
</ul>
<?php
if($thisstaff->canPostReply()) { ?>
<form id="reply" action="tickets.php?id=<?php echo $ticket->getId(); ?>#reply" name="reply" method="post" enctype="multipart/form-data">
<?php csrf_token(); ?>
<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 style="width:100%" border="0" cellspacing="0" cellpadding="3">
<tbody id="to_sec">
<tr>
<td width="120">
<label><strong><?php echo __('To'); ?>:</strong></label>
</td>
<td>
<?php
# XXX: Add user-to-name and user-to-email HTML ID#s
$to =sprintf('%s <%s>',
Format::htmlchars($ticket->getName()),
$ticket->getReplyToEmail());
$emailReply = (!isset($info['emailreply']) || $info['emailreply']);
?>
<select id="emailreply" name="emailreply">
<option value="1" <?php echo $emailReply ? 'selected="selected"' : ''; ?>><?php echo $to; ?></option>
<option value="0" <?php echo !$emailReply ? 'selected="selected"' : ''; ?>
>— <?php echo __('Do Not Email Reply'); ?> —</option> </select>
</td>
</tr>
</tbody>
<?php
if(1) { //Make CC optional feature? NO, for now.
?>
<tbody id="cc_sec"
style="display:<?php echo $emailReply? 'table-row-group':'none'; ?>;">
<tr>
<td width="120">
<label><strong><?php echo __('Collaborators'); ?>:</strong></label>
</td>
<td>
<input type='checkbox' value='1' name="emailcollab" id="emailcollab"
<?php echo ((!$info['emailcollab'] && !$errors) || isset($info['emailcollab']))?'checked="checked"':''; ?>
style="display:<?php echo $ticket->getNumCollaborators() ? 'inline-block': 'none'; ?>;"
>
<?php
$recipients = __('Add Recipients');
if ($ticket->getNumCollaborators())
$recipients = sprintf(__('Recipients (%d of %d)'),
$ticket->getNumActiveCollaborators(),
$ticket->getNumCollaborators());
echo sprintf('<span><a class="collaborators preview"
href="#tickets/%d/collaborators"><span id="recipients">%s</span></a></span>',
$ticket->getId(),
$recipients);
?>
</td>
</tr>
</tbody>
<?php
} ?>
<tbody id="resp_sec">
<?php
if($errors['response']) {?>
<tr><td width="120"> </td><td class="error"><?php echo $errors['response']; ?> </td></tr>
<?php
}?>
<tr>
<td width="120" style="vertical-align:top">
<label><strong><?php echo __('Response');?>:</strong></label>
</td>
<td>
<select id="cannedResp" name="cannedResp">
<option value="0" selected="selected"><?php echo __('Select a canned response');?></option>
<option value='original'><?php echo __('Original Message'); ?></option>
<option value='lastmessage'><?php echo __('Last Message'); ?></option>
<?php
if(($cannedResponses=Canned::responsesByDeptId($ticket->getDeptId()))) {
echo '<option value="0" disabled="disabled">
------------- '.__('Premade Replies').' ------------- </option>';
foreach($cannedResponses as $id =>$title)
echo sprintf('<option value="%d">%s</option>',$id,$title);
}
?>
</select>
<br>
<?php
$signature = '';
switch ($thisstaff->getDefaultSignatureType()) {
case 'dept':
if ($dept && $dept->canAppendSignature())
$signature = $dept->getSignature();
break;
case 'mine':
$signature = $thisstaff->getSignature();
break; } ?>
<input type="hidden" name="draft_id" value=""/>
<textarea name="response" id="response" cols="50"
data-draft-namespace="ticket.response"
data-signature-field="signature" data-dept-id="<?php echo $dept->getId(); ?>"
data-signature="<?php
echo Format::htmlchars(Format::viewableImages($signature)); ?>"
placeholder="<?php echo __(
'Start writing your response here. Use canned responses from the drop-down above'
); ?>"
data-draft-object-id="<?php echo $ticket->getId(); ?>"
rows="9" wrap="soft"
class="richtext ifhtml draft draft-delete"><?php
echo $info['response']; ?></textarea>
<div id="reply_form_attachments" class="attachments">
<?php
print $response_form->getField('attachments')->render();
?>
</div>
</td>
</tr>
<tr>
<td width="120">
<label for="signature" class="left"><?php echo __('Signature');?>:</label>
</td>
<td>
<?php
$info['signature']=$info['signature']?$info['signature']:$thisstaff->getDefaultSignatureType();
?>
<label><input type="radio" name="signature" value="none" checked="checked"> <?php echo __('None');?></label>
<?php
if($thisstaff->getSignature()) {?>
<label><input type="radio" name="signature" value="mine"
<?php echo ($info['signature']=='mine')?'checked="checked"':''; ?>> <?php echo __('My Signature');?></label>
<?php
} ?>
<?php
if($dept && $dept->canAppendSignature()) { ?>
<label><input type="radio" name="signature" value="dept"
<?php echo ($info['signature']=='dept')?'checked="checked"':''; ?>>
<?php echo sprintf(__('Department Signature (%s)'), Format::htmlchars($dept->getName())); ?></label>
<?php
} ?>
</td>
</tr>
<tr>
<td width="120">
<label><strong><?php echo __('Ticket Status');?>:</strong></label>
</td>
<td>
<select name="reply_status_id">
<?php
$statusId = $info['reply_status_id'] ?: $ticket->getStatusId();
$states = array('open');
if ($thisstaff->canCloseTickets())
$states = array_merge($states, array('closed'));
foreach (TicketStatusList::getStatuses(
array('states' => $states)) as $s) {
if (!$s->isEnabled()) continue;
$selected = ($statusId == $s->getId());
echo sprintf('<option value="%d" %s>%s%s</option>',
$s->getId(),
$selected
? 'selected="selected"' : '',
__($s->getName()),
$selected
? (' ('.__('current').')') : ''
);
} ?>
</select>
</td>
</tr>
</tbody>
</table>
<p style="padding:0 165px;">
<input class="btn_sm" type="submit" value="<?php echo __('Post Reply');?>">
<input class="btn_sm" type="reset" value="<?php echo __('Reset');?>">
</p>
</form>
<?php
} ?>
<form id="note" action="tickets.php?id=<?php echo $ticket->getId(); ?>#note" name="note" method="post" enctype="multipart/form-data">
<?php csrf_token(); ?>
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="locktime" value="<?php echo $cfg->getLockTime(); ?>">
<input type="hidden" name="a" value="postnote">
<table width="100%" border="0" cellspacing="0" cellpadding="3">
<?php
if($errors['postnote']) {?>
<tr>
<td width="120"> </td>
<td class="error"><?php echo $errors['postnote']; ?></td>
</tr>
<?php
} ?>
<tr>
<td width="120" style="vertical-align:top">
<label><strong><?php echo __('Internal Note'); ?>:</strong><span class='error'> *</span></label>
</td>
<td>
<div>
<div class="faded" style="padding-left:0.15em"><?php
echo __('Note title - summary of the note (optional)'); ?></div>
<input type="text" name="title" id="title" size="60" value="<?php echo $info['title']; ?>" >
<br/>
<span class="error"> <?php echo $errors['title']; ?></span>
</div>
<br/>
<div class="error"><?php echo $errors['note']; ?></div>
<textarea name="note" id="internal_note" cols="80"
placeholder="<?php echo __('Note details'); ?>"
rows="9" wrap="soft" data-draft-namespace="ticket.note"
data-draft-object-id="<?php echo $ticket->getId(); ?>"
class="richtext ifhtml draft draft-delete"><?php echo $info['note'];
?></textarea>
<div class="attachments">
<?php
print $note_form->getField('attachments')->render();
?>
</div>
</td>
</tr>
<tr><td colspan="2"> </td></tr>
<tr>
<td width="120">
<label><?php echo __('Ticket Status');?>:</label>
</td>
<td>
<div class="faded"></div>
<select name="note_status_id">
<?php
$statusId = $info['note_status_id'] ?: $ticket->getStatusId();
$states = array('open');
if ($thisstaff->canCloseTickets())
$states = array_merge($states, array('closed'));
foreach (TicketStatusList::getStatuses(
array('states' => $states)) as $s) {
if (!$s->isEnabled()) continue; $selected = $statusId == $s->getId();
echo sprintf('<option value="%d" %s>%s%s</option>',
$s->getId(),
$selected ? 'selected="selected"' : '',
__($s->getName()),
$selected ? (' ('.__('current').')') : ''
);
}
?>
</select>
<span class='error'>* <?php echo $errors['note_status_id']; ?></span>
</td>
</tr>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="<?php echo __('Post Note');?>">
<input class="btn_sm" type="reset" value="<?php echo __('Reset');?>">
</p>
</form>
<?php
if($thisstaff->canTransferTickets()) { ?>
<form id="transfer" action="tickets.php?id=<?php echo $ticket->getId(); ?>#transfer" name="transfer" method="post" enctype="multipart/form-data">
<?php csrf_token(); ?>
<input type="hidden" name="ticket_id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="transfer">
<table width="100%" border="0" cellspacing="0" cellpadding="3">
<?php
if($errors['transfer']) {
?>
<tr>
<td width="120"> </td>
<td class="error"><?php echo $errors['transfer']; ?></td>
</tr>
<?php
} ?>
<tr>
<td width="120">
<label for="deptId"><strong><?php echo __('Department');?>:</strong></label>
</td>
<td>
<?php
echo sprintf('<span class="faded">'.__('Ticket is currently in <b>%s</b> department.').'</span>', $ticket->getDeptName());
?>
<br>
<select id="deptId" name="deptId">
<option value="0" selected="selected">— <?php echo __('Select Target Department');?> —</option>
<?php
if($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="120" style="vertical-align:top">
<label><strong><?php echo __('Comments'); ?>:</strong><span class='error'> *</span></label>
</td>
<td>
<textarea name="transfer_comments" id="transfer_comments"
placeholder="<?php echo __('Enter reasons for the transfer'); ?>"
class="richtext ifhtml no-bar" cols="80" rows="7" wrap="soft"><?php
echo $info['transfer_comments']; ?></textarea>
<span class="error"><?php echo $errors['transfer_comments']; ?></span>
</td> </tr>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="<?php echo __('Transfer');?>">
<input class="btn_sm" type="reset" value="<?php echo __('Reset');?>">
</p>
</form>
<?php
} ?>
<?php
if($thisstaff->canAssignTickets()) { ?>
<form id="assign" action="tickets.php?id=<?php echo $ticket->getId(); ?>#assign" name="assign" method="post" enctype="multipart/form-data">
<?php csrf_token(); ?>
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="assign">
<table style="width:100%" border="0" cellspacing="0" cellpadding="3">
<?php
if($errors['assign']) {
?>
<tr>
<td width="120"> </td>
<td class="error"><?php echo $errors['assign']; ?></td>
</tr>
<?php
} ?>
<tr>
<td width="120" style="vertical-align:top">
<label for="assignId"><strong><?php echo __('Assignee');?>:</strong></label>
</td>
<td>
<select id="assignId" name="assignId">
<option value="0" selected="selected">— <?php echo __('Select an Agent OR a Team');?> —</option>
<?php
if($ticket->isOpen() && !$ticket->isAssigned())
echo sprintf('<option value="%d">'.__('Claim Ticket (comments optional)').'</option>', $thisstaff->getId());
$sid=$tid=0;
if ($dept->assignMembersOnly())
$users = $dept->getAvailableMembers();
else
$users = Staff::getAvailableStaffMembers();
if ($users) {
echo '<OPTGROUP label="'.sprintf(__('Agents (%d)'), count($users)).'">';
$staffId=$ticket->isAssigned()?$ticket->getStaffId():0;
foreach($users as $id => $name) {
if($staffId && $staffId==$id)
continue;
if (!is_object($name))
$name = new PersonsName($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="'.sprintf(__('Teams (%d)'), count($teams)).'">';
$teamId=(!$sid && $ticket->isAssigned())?$ticket->getTeamId():0;
foreach($teams as $id => $name) {
if($teamId && $teamId==$id)
continue;
$k="t$id";
echo sprintf('<option value="%s" %s>%s</option>', $k,(($info['assignId']==$k)?'selected="selected"':''),$name);
}
echo '</OPTGROUP>';
}
?>
</select> <span class='error'>* <?php echo $errors['assignId']; ?></span>
<?php
if ($ticket->isAssigned() && $ticket->isOpen()) { ?>
<div class="faded"><?php echo sprintf(__('Ticket is currently assigned to %s'),
sprintf('<b>%s</b>', $ticket->getAssignee())); ?></div> <?php
} elseif ($ticket->isClosed()) { ?>
<div class="faded"><?php echo __('Assigning a closed ticket will <b>reopen</b> it!'); ?></div>
<?php } ?>
</td>
</tr>
<tr>
<td width="120" style="vertical-align:top">
<label><strong><?php echo __('Comments');?>:</strong><span class='error'> </span></label>
</td>
<td>
<textarea name="assign_comments" id="assign_comments"
cols="80" rows="7" wrap="soft"
placeholder="<?php echo __('Enter reasons for the assignment or instructions for assignee'); ?>"
class="richtext ifhtml no-bar"><?php echo $info['assign_comments']; ?></textarea>
<span class="error"><?php echo $errors['assign_comments']; ?></span><br>
</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="<?php echo __('Reset');?>">
</p>
</form>
<?php
} ?>
</div>
<div style="display:none;" class="dialog" id="print-options">
<h3><?php echo __('Ticket Print Options');?></h3>
<a class="close" href=""><i class="icon-remove-circle"></i></a>
<hr/>
<form action="tickets.php?id=<?php echo $ticket->getId(); ?>" method="post" id="print-form" name="print-form">
<?php csrf_token(); ?>
<input type="hidden" name="a" value="print">
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<fieldset class="notes">
<label class="fixed-size" for="notes"><?php echo __('Print Notes');?>:</label>
<input type="checkbox" id="notes" name="notes" value="1"> <?php echo __('Print <b>Internal</b> Notes/Comments');?>
</fieldset>
<fieldset>
<label class="fixed-size" for="psize"><?php echo __('Paper Size');?>:</label>
<select id="psize" name="psize">
<option value="">— <?php echo __('Select Print Paper Size');?> —</option>
<?php
$psize =$_SESSION['PAPER_SIZE']?$_SESSION['PAPER_SIZE']:$thisstaff->getDefaultPaperSize();
foreach(Export::$paper_sizes 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 pull-left">
<input type="reset" value="<?php echo __('Reset');?>">
<input type="button" value="<?php echo __('Cancel');?>" class="close">
</span>
<span class="buttons pull-right">
<input type="submit" value="<?php echo __('Print');?>">
</span> </p>
</form>
<div class="clear"></div>
</div>
<div style="display:none;" class="dialog" id="confirm-action">
<h3><?php echo __('Please Confirm');?></h3>
<a class="close" href=""><i class="icon-remove-circle"></i></a>
<hr/>
<p class="confirm-action" style="display:none;" id="claim-confirm">
<?php echo __('Are you sure you want to <b>claim</b> (self assign) this ticket?');?>
</p>
<p class="confirm-action" style="display:none;" id="answered-confirm">
<?php echo __('Are you sure you want to flag the ticket as <b>answered</b>?');?>
</p>
<p class="confirm-action" style="display:none;" id="unanswered-confirm">
<?php echo __('Are you sure you want to flag the ticket as <b>unanswered</b>?');?>
</p>
<p class="confirm-action" style="display:none;" id="overdue-confirm">
<?php echo __('Are you sure you want to flag the ticket as <font color="red"><b>overdue</b></font>?');?>
</p>
<p class="confirm-action" style="display:none;" id="banemail-confirm">
<?php echo sprintf(__('Are you sure you want to <b>ban</b> %s?'), $ticket->getEmail());?> <br><br>
<?php echo __('New tickets from the email address will be automatically rejected.');?>
</p>
<p class="confirm-action" style="display:none;" id="unbanemail-confirm">
<?php echo sprintf(__('Are you sure you want to <b>remove</b> %s from ban list?'), $ticket->getEmail()); ?>
</p>
<p class="confirm-action" style="display:none;" id="release-confirm">
<?php echo sprintf(__('Are you sure you want to <b>unassign</b> ticket from <b>%s</b>?'), $ticket->getAssigned()); ?>
</p>
<p class="confirm-action" style="display:none;" id="changeuser-confirm">
<span id="msg_warning" style="display:block;vertical-align:top">
<?php echo sprintf(Format::htmlchars(__('%s <%s> will longer have access to the ticket')),
'<b>'.Format::htmlchars($ticket->getName()).'</b>', Format::htmlchars($ticket->getEmail())); ?>
</span>
<?php echo sprintf(__('Are you sure want to <b>change</b> ticket owner to %s?'),
'<b><span id="newuser">this guy</span></b>'); ?>
</p>
<p class="confirm-action" style="display:none;" id="delete-confirm">
<font color="red"><strong><?php echo __('Are you sure you want to DELETE this ticket?');?></strong></font>
<br><br><?php echo __('Deleted data CANNOT be recovered, including any associated attachments.');?>
</p>
<div><?php echo __('Please confirm to continue.');?></div>
<form action="tickets.php?id=<?php echo $ticket->getId(); ?>" method="post" id="confirm-form" name="confirm-form">
<?php csrf_token(); ?>
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="process">
<input type="hidden" name="do" id="action" value="">
<hr style="margin-top:1em"/>
<p class="full-width">
<span class="buttons pull-left">
<input type="button" value="<?php echo __('Cancel');?>" class="close">
</span>
<span class="buttons pull-right">
<input type="submit" value="<?php echo __('OK');?>">
</span>
</p>
</form>
<div class="clear"></div>
</div>
<script type="text/javascript">
$(function() {
$(document).on('click', 'a.change-user', function(e) {
e.preventDefault();
var tid = <?php echo $ticket->getOwnerId(); ?>;
var cid = <?php echo $ticket->getOwnerId(); ?>;
var url = 'ajax.php/'+$(this).attr('href').substr(1);
$.userLookup(url, function(user) {
if(cid!=user.id
&& $('.dialog#confirm-action #changeuser-confirm').length) { $('#newuser').html(user.name +' <'+user.email+'>');
$('.dialog#confirm-action #action').val('changeuser');
$('#confirm-form').append('<input type=hidden name=user_id value='+user.id+' />');
$('#overlay').show();
$('.dialog#confirm-action .confirm-action').hide();
$('.dialog#confirm-action p#changeuser-confirm')
.show()
.parent('div').show().trigger('click');
}
});
});
<?php
// Set the lock if one exists
if ($lock) { ?>
autoLock.setLock({
id:<?php echo $lock->getId(); ?>,
time: <?php echo $cfg->getLockTime(); ?>}, 'acquire');
<?php } ?>
});
</script>