From 03a23c29ff556cf722ebc5df9018022a72a70779 Mon Sep 17 00:00:00 2001
From: Peter Rotich <peter@osticket.com>
Date: Wed, 10 Oct 2012 23:30:30 -0400
Subject: [PATCH] Add expres actions support
---
scp/tickets.php | 200 +++++++++++++++++++++++++++---------------------
1 file changed, 111 insertions(+), 89 deletions(-)
diff --git a/scp/tickets.php b/scp/tickets.php
index 9cc247cc6..cf8619d50 100644
--- a/scp/tickets.php
+++ b/scp/tickets.php
@@ -167,122 +167,144 @@ if($_POST && !$errors):
}
break;
case 'process':
- $isdeptmanager=($ticket->getDeptId()==$thisstaff->getDeptId())?true:false;
switch(strtolower($_POST['do'])):
- case 'change_priority':
- if(!$thisstaff->canManageTickets() && !$thisstaff->isManager()){
- $errors['err']='Perm. Denied. You are not allowed to change ticket\'s priority';
- }elseif(!$_POST['ticket_priority'] or !is_numeric($_POST['ticket_priority'])){
- $errors['err']='You must select priority';
- }
- if(!$errors){
- if($ticket->setPriority($_POST['ticket_priority'])){
- $msg='Priority Changed Successfully';
- $ticket->reload();
- $note='Ticket priority set to "'.$ticket->getPriority().'" by '.$thisstaff->getName();
- $ticket->logActivity('Priority Changed',$note);
- }else{
- $errors['err']='Problems changing priority. Try again';
- }
- }
- break;
case 'close':
- if(!$thisstaff->isAdmin() && !$thisstaff->canCloseTickets()){
- $errors['err']='Perm. Denied. You are not allowed to close tickets.';
- }else{
- if($ticket->close()){
- $msg='Ticket #'.$ticket->getExtId().' status set to CLOSED';
- $note='Ticket closed without response by '.$thisstaff->getName();
- $ticket->logActivity('Ticket Closed',$note);
- $page=$ticket=null; //Going back to main listing.
- }else{
- $errors['err']='Problems closing the ticket. Try again';
- }
+ if(!$thisstaff->canCloseTickets()) {
+ $errors['err'] = 'Perm. Denied. You are not allowed to close tickets.';
+ } elseif($ticket->isClosed()) {
+ $errors['err'] = 'Ticket is already closed!';
+ } elseif($ticket->close()) {
+ $msg='Ticket #'.$ticket->getExtId().' status set to CLOSED';
+ //Log internal note
+ if($_POST['ticket_status_notes'])
+ $note = $_POST['ticket_status_notes'];
+ else
+ $note='Ticket closed (without comments)';
+
+ $ticket->postNote('Ticket Closed', $note, $thisstaff);
+ //ban email?
+
+ if(isset($_POST['banemail']))
+ Banlist::add($ticket->getEmail(), $thisstaff->getName());
+
+ //Going back to main listing.
+ TicketLock::removeStaffLocks($thisstaff->getId(), $ticket->getId());
+ $page=$ticket=null;
+
+ } else {
+ $errors['err']='Problems closing the ticket. Try again';
}
break;
case 'reopen':
- //if they can close...then assume they can reopen.
- if(!$thisstaff->isAdmin() && !$thisstaff->canCloseTickets()){
+ //if staff can close or create tickets ...then assume they can reopen.
+ if(!$thisstaff->canCloseTickets() && !$thisstaff->canCreateTickets()) {
$errors['err']='Perm. Denied. You are not allowed to reopen tickets.';
- }else{
- if($ticket->reopen()){
- $msg='Ticket status set to OPEN';
+ } elseif($ticket->isOpen()) {
+ $errors['err'] = 'Ticket is already open!';
+ } elseif($ticket->reopen()) {
+ $msg='Ticket REOPENED';
+
+ if($_POST['ticket_status_notes'])
+ $note = $_POST['ticket_status_notes'];
+ else
$note='Ticket reopened (without comments)';
- if($_POST['ticket_priority']) {
- $ticket->setPriority($_POST['ticket_priority']);
- $ticket->reload();
- $note.=' and status set to '.$ticket->getPriority();
- }
- $note.=' by '.$thisstaff->getName();
- $ticket->logActivity('Ticket Reopened',$note);
- }else{
- $errors['err']='Problems reopening the ticket. Try again';
- }
+
+ $ticket->postNote('Ticket Reopened', $note, $thisstaff);
+ } else {
+ $errors['err']='Problems reopening the ticket. Try again';
}
break;
case 'release':
- if(!($staff=$ticket->getStaff()))
- $errors['err']='Ticket is not assigned!';
- elseif($ticket->release()) {
- $msg='Ticket released (unassigned) from '.$staff->getName().' by '.$thisstaff->getName();;
- $ticket->logActivity('Ticket unassigned',$msg);
- }else
- $errors['err']='Problems releasing the ticket. Try again';
+ if(!$ticket->isAssigned() || !($assigned=$ticket->getAssigned())) {
+ $errors['err'] = 'Ticket is not assigned!';
+ } elseif($ticket->release()) {
+ $msg='Ticket released (unassigned) from '.$assigned;
+ $ticket->logActivity('Ticket unassigned',$msg.' by '.$thisstaff->getName());
+ } else {
+ $errors['err'] = 'Problems releasing the ticket. Try again';
+ }
+ break;
+ case 'claim':
+ if(!$thisstaff->canAssignTickets()) {
+ $errors['err'] = 'Perm. Denied. You are not allowed to assign/claim tickets.';
+ } elseif(!$ticket->isOpen()) {
+ $errors['err'] = 'Only open tickets can be assigned';
+ } elseif($ticket->isAssigned()) {
+ $errors['err'] = 'Ticket is already assigned to '.$ticket->getAssigned();
+ } elseif($ticket->assignToStaff($thisstaff->getId(), ('Ticket claimed by '.$thisstaff->getName()), false)) {
+ $msg = 'Ticket is now assigned to you!';
+ } else {
+ $errors['err'] = 'Problems assigning the ticket. Try again';
+ }
break;
case 'overdue':
- //Mark the ticket as overdue
- if(!$thisstaff->isAdmin() && !$thisstaff->isManager()){
+ $dept = $ticket->getDept();
+ if(!$dept || !$dept->isManager($thisstaff)) {
$errors['err']='Perm. Denied. You are not allowed to flag tickets overdue';
- }else{
- if($ticket->markOverdue()){
- $msg='Ticket flagged as overdue';
- $note=$msg;
- if($_POST['ticket_priority']) {
- $ticket->setPriority($_POST['ticket_priority']);
- $ticket->reload();
- $note.=' and status set to '.$ticket->getPriority();
- }
- $note.=' by '.$thisstaff->getName();
- $ticket->logActivity('Ticket Marked Overdue',$note);
- }else{
- $errors['err']='Problems marking the the ticket overdue. Try again';
- }
+ } elseif($ticket->markOverdue()) {
+ $msg='Ticket flagged as overdue';
+ $ticket->logActivity('Ticket Marked Overdue',($msg.' by '.$thisstaff->getName()));
+ } else {
+ $errors['err']='Problems marking the the ticket overdue. Try again';
+ }
+ break;
+ case 'answered':
+ $dept = $ticket->getDept();
+ if(!$dept || !$dept->isManager($thisstaff)) {
+ $errors['err']='Perm. Denied. You are not allowed to flag tickets';
+ } elseif($ticket->markAnswered()) {
+ $msg='Ticket flagged as answered';
+ $ticket->logActivity('Ticket Marked Answered',($msg.' by '.$thisstaff->getName()));
+ } else {
+ $errors['err']='Problems marking the the ticket answered. Try again';
+ }
+ break;
+ case 'unanswered':
+ $dept = $ticket->getDept();
+ if(!$dept || !$dept->isManager($thisstaff)) {
+ $errors['err']='Perm. Denied. You are not allowed to flag tickets';
+ } elseif($ticket->markUnAnswered()) {
+ $msg='Ticket flagged as unanswered';
+ $ticket->logActivity('Ticket Marked Unanswered',($msg.' by '.$thisstaff->getName()));
+ } else {
+ $errors['err']='Problems marking the the ticket unanswered. Try again';
}
break;
case 'banemail':
- if(!$thisstaff->isAdmin() && !$thisstaff->canBanEmails()){
+ if(!$thisstaff->canBanEmails()) {
$errors['err']='Perm. Denied. You are not allowed to ban emails';
- }elseif(Banlist::add($ticket->getEmail(),$thisstaff->getName())){
+ } elseif(BanList::includes($ticket->getEmail())) {
+ $errors['err']='Email already in banlist';
+ } elseif(Banlist::add($ticket->getEmail(),$thisstaff->getName())) {
$msg='Email ('.$ticket->getEmail().') added to banlist';
- if($ticket->isOpen() && $ticket->close()) {
- $msg.=' & ticket status set to closed';
- $ticket->logActivity('Ticket Closed',$msg);
- $page=$ticket=null; //Going back to main listing.
- }
- }else{
+ } else {
$errors['err']='Unable to add the email to banlist';
}
break;
case 'unbanemail':
- if(!$thisstaff->isAdmin() && !$thisstaff->canBanEmails()){
- $errors['err']='Perm. Denied. You are not allowed to remove emails from banlist.';
- }elseif(Banlist::remove($ticket->getEmail())){
- $msg='Email removed from banlist';
- }else{
+ if(!$thisstaff->canBanEmails()) {
+ $errors['err'] = 'Perm. Denied. You are not allowed to remove emails from banlist.';
+ } elseif(Banlist::remove($ticket->getEmail())) {
+ $msg = 'Email removed from banlist';
+ } elseif(!BanList::includes($ticket->getEmail())) {
+ $warn = 'Email is not in the banlist';
+ } else {
$errors['err']='Unable to remove the email from banlist. Try again.';
}
break;
case 'delete': // Dude what are you trying to hide? bad customer support??
- if(!$thisstaff->isAdmin() && !$thisstaff->canDeleteTickets()){
+ if(!$thisstaff->canDeleteTickets()) {
$errors['err']='Perm. Denied. You are not allowed to DELETE tickets!!';
- }else{
- if($ticket->delete()){
- $page='tickets.inc.php'; //ticket is gone...go back to the listing.
- $msg='Ticket Deleted Forever';
- $ticket=null; //clear the object.
- }else{
- $errors['err']='Problems deleting the ticket. Try again';
- }
+ } elseif($ticket->delete()) {
+ $msg='Ticket #'.$ticket->getNumber().' deleted successfully';
+ //Log a debug note
+ $ost->logDebug('Ticket #'.$ticket->getNumber().' deleted',
+ sprintf('Ticket #%s deleted by %s',
+ $ticket->getNumber(), $thisstaff->getName())
+ );
+ $ticket=null; //clear the object.
+ } else {
+ $errors['err']='Problems deleting the ticket. Try again';
}
break;
default:
--
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