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Peter Rotich authoredPeter Rotich authored
ticket-view.inc.php 26.16 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..
$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() && $staff->getId()!=$thisstaff->getId())
$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">Print Ticket</a>
<a href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=edit" title="Edit Ticket" class="edit">Edit Ticket</a>
</td>
</tr>
</table>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
<tr>
<td width="50">
<table border="0" cellspacing="" cellpadding="4" width="100%">
<tr>
<th width="100">Status:</th>
<td><?php echo ucfirst($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($ticket->isOpen()) { ?>
<tr>
<th width="100">Assigned To:</th>
<td>
<?php
if($ticket->isAssigned())
echo Format::htmlchars(implode('/', $ticket->getAssignees()));
else
echo '<span class="faded">— Unassigned —</span>';
?>
</td>
</tr>
<?php
} else { ?>
<tr>
<th width="100">Closed By:</th>
<td>
<?php
if(($staff = $ticket->getStaff()))
echo Format::htmlchars($staff->getName());
else
echo '<span class="faded">— Unknown —</span>';
?>
</td>
</tr>
<?php
} ?>
<tr>
<th 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();
?>
<ul id="threads">
<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 $ticket->getNumNotes(); ?>)</a></li>
<?php
}?>
</ul>
<?php
if(!$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($note['body']); ?>
</td> </tr>
<?php
if($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
} ?>
<div id="ticket_thread">
<?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($entry['poster']); ?></th></tr>
<tr><td colspan=2><?php echo Format::display($entry['body']); ?></td></tr>
<?php
if($entry['attachments'] && ($links=$ticket->getAttachmentsLinks($entry['id'], $entry['thread_type']))) {?>
<tr>
<td class="info" colspan=2><?php echo $links; ?></td>
</tr>
<?php
}?>
</table>
<?php
if($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 $warn; ?></div>
<?php } ?>
<div id="response_options">
<ul>
<li><a id="reply_tab" href="#reply">Post Reply</a></li>
<li><a id="note_tab" href="#note">Post Internal Note</a></li>
<?php
if($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">
<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">
<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">
<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">
<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>
<script type="text/javascript" src="js/ticket.js"></script>