diff --git a/include/ajax.tickets.php b/include/ajax.tickets.php
index 643d8b4613ad80ee89da610c33843bca7b3d6610..05cf5354c426092df2d32adc814e83b31aac228a 100644
--- a/include/ajax.tickets.php
+++ b/include/ajax.tickets.php
@@ -652,6 +652,66 @@ function refer($tid, $target=null) {
}
+ function release($tid) {
+ global $thisstaff;
+
+ if (!($ticket=Ticket::lookup($tid)))
+ Http::response(404, __('No such ticket'));
+
+ if (!$ticket->checkStaffPerm($thisstaff, Ticket::PERM_RELEASE) && !$thisstaff->isManager())
+ Http::response(403, __('Permission denied'));
+
+ if (!$ticket->isAssigned())
+ $errors['err'] = __('Ticket is not assigned!');
+
+
+ $errors = array();
+ $info = array(':title' => sprintf(__('Ticket #%s: %s'),
+ $ticket->getNumber(),
+ __('Release Confirmation')));
+
+ $form = ReleaseForm::instantiate($_POST);
+ $hasData = ($_POST['sid'] || $_POST['tid']);
+
+ $staff = $ticket->getStaff();
+ $team = $ticket->getTeam();
+ if ($_POST) {
+ if ($hasData && $ticket->release($_POST, $errors)) {
+ $data = array();
+
+ if ($staff && !$ticket->getStaff())
+ $data['staff'] = array($staff->getId(), (string) $staff->getName()->getOriginal());
+ if ($team && !$ticket->getTeam())
+ $data['team'] = $team->getId();
+ $ticket->logEvent('released', $data);
+
+ $comments = $form->getComments();
+ if ($comments) {
+ $title = __('Assignment Released');
+ $_errors = array();
+
+ $ticket->postNote(
+ array('note' => $comments, 'title' => $title),
+ $_errors, $thisstaff, false);
+ }
+
+ $_SESSION['::sysmsgs']['msg'] = __('Ticket assignment released successfully');
+ Http::response(201, $ticket->getId());
+ }
+
+ if (!$hasData)
+ $errors['err'] = __('Please check an assignee to release assignment');
+
+ $form->addErrors($errors);
+ $info['error'] = $errors['err'] ?: __('Unable to release ticket assignment');
+ }
+
+ if($errors && $errors['err'])
+ $info['error'] = $errors['err'] ?: __('Unable to release ticket');
+
+ include STAFFINC_DIR . 'templates/release.tmpl.php';
+ }
+
function massProcess($action, $w=null) {
global $thisstaff, $cfg;
diff --git a/include/class.forms.php b/include/class.forms.php
index e13f5f15d41a0c28bebb7d7e8a1108a247d4d241..6f28d71f98dbf476523733f75c87bcaf3b5251fd 100644
--- a/include/class.forms.php
+++ b/include/class.forms.php
@@ -4928,6 +4928,49 @@ class ClaimForm extends AssignmentForm {
}
+class ReleaseForm extends Form {
+ static $id = 'unassign';
+
+ function getFields() {
+ if ($this->fields)
+ return $this->fields;
+
+ $fields = array(
+ 'comments' => new TextareaField(array(
+ 'id' => 1, 'label'=> '', 'required'=>false, 'default'=>'',
+ 'configuration' => array(
+ 'html' => true,
+ 'size' => 'small',
+ 'placeholder' => __('Optional reason for releasing assignment'),
+ ),
+ )
+ ),
+ );
+
+
+ $this->setFields($fields);
+
+ return $this->fields;
+ }
+
+ function getField($name) {
+ if (($fields = $this->getFields())
+ && isset($fields[$name]))
+ return $fields[$name];
+ }
+
+ function isValid($include=false) {
+ if (!parent::isValid($include))
+ return false;
+
+ return !$this->errors();
+ }
+
+ function getComments() {
+ return $this->getField('comments')->getClean();
+ }
+}
+
class ReferralForm extends Form {
static $id = 'refer';
diff --git a/include/class.thread.php b/include/class.thread.php
index 3393043e60e91aed5130ae70bf863e26c44c56e3..7cca14af8f1fdc952e917156fc9a4ad6a81e6f0a 100644
--- a/include/class.thread.php
+++ b/include/class.thread.php
@@ -1871,6 +1871,7 @@ class ThreadEvent extends VerySimpleModel {
// Valid events for database storage
const ASSIGNED = 'assigned';
+ const RELEASED = 'released';
const CLOSED = 'closed';
const CREATED = 'created';
const COLLAB = 'collab';
@@ -1906,6 +1907,7 @@ class ThreadEvent extends VerySimpleModel {
function getIcon() {
$icons = array(
'assigned' => 'hand-right',
+ 'released' => 'unlock',
'collab' => 'group',
'created' => 'magic',
'overdue' => 'time',
@@ -2092,7 +2094,7 @@ class ThreadEvents extends InstrumentedList {
* $object - Object to log activity for
* $state - State name of the activity (one of 'created', 'edited',
* 'deleted', 'closed', 'reopened', 'error', 'collab', 'resent',
- * 'assigned', 'transferred')
+ * 'assigned', 'released', 'transferred')
* $data - (array?) Details about the state change
* $user - (string|User|Staff) user triggering the state change
* $annul - (state) a corresponding state change that is annulled by
@@ -2175,6 +2177,30 @@ class AssignmentEvent extends ThreadEvent {
}
}
+class ReleaseEvent extends ThreadEvent {
+ static $icon = 'unlock';
+ static $state = 'released';
+
+ function getDescription($mode=self::MODE_STAFF) {
+ $data = $this->getData();
+ switch (true) {
+ case isset($data['staff'], $data['team']):
+ $desc = __('Ticket released from <strong>{<Team>data.team}</strong> and <strong>{<Staff>data.staff}</strong> by <b>{somebody}</b> {timestamp}');
+ break;
+ case isset($data['staff']):
+ $desc = __('Ticket released from <strong>{<Staff>data.staff}</strong> by <b>{somebody}</b> {timestamp}');
+ break;
+ case isset($data['team']):
+ $desc = __('Ticket released from <strong>{<Team>data.team}</strong> by <b>{somebody}</b> {timestamp}');
+ break;
+ default:
+ $desc = __('<b>{somebody}</b> released ticket assignment {timestamp}');
+ break;
+ }
+ return $this->template($desc);
+ }
+}
+
class ReferralEvent extends ThreadEvent {
static $icon = 'exchange';
static $state = 'referred';
diff --git a/include/class.ticket.php b/include/class.ticket.php
index 5078b566e1f8c04944cf524ef379ef9b14b37c16..160c5630ee5bd2daff7822abe0a7f325623bc988 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -98,6 +98,7 @@ implements RestrictedAccess, Threadable, Searchable {
const PERM_CREATE = 'ticket.create';
const PERM_EDIT = 'ticket.edit';
const PERM_ASSIGN = 'ticket.assign';
+ const PERM_RELEASE = 'ticket.release';
const PERM_TRANSFER = 'ticket.transfer';
const PERM_REPLY = 'ticket.reply';
const PERM_CLOSE = 'ticket.close';
@@ -119,6 +120,11 @@ implements RestrictedAccess, Threadable, Searchable {
/* @trans */ 'Assign',
'desc' =>
/* @trans */ 'Ability to assign tickets to agents or teams'),
+ self::PERM_RELEASE => array(
+ 'title' =>
+ /* @trans */ 'Release',
+ 'desc' =>
+ /* @trans */ 'Ability to release ticket assignment'),
self::PERM_TRANSFER => array(
'title' =>
/* @trans */ 'Transfer',
@@ -2470,8 +2476,15 @@ implements RestrictedAccess, Threadable, Searchable {
return true;
}
- function release() {
- return $this->unassign();
+ function release($info=array(), &$errors) {
+ if ($info['sid'] && $info['tid'])
+ return $this->unassign();
+ elseif ($info['sid'] && $this->setStaffId(0))
+ return true;
+ elseif ($info['tid'] && $this->setTeamId(0))
+ return true;
+
+ return false;
}
function refer(ReferralForm $form, &$errors, $alert=true) {
diff --git a/include/i18n/en_US/role.yaml b/include/i18n/en_US/role.yaml
index ca76b2650513d4ffcf0d5bb48fa57cb07b203757..9688cae1f82a35011256f89b18a4211b84178313 100644
--- a/include/i18n/en_US/role.yaml
+++ b/include/i18n/en_US/role.yaml
@@ -20,6 +20,7 @@
ticket.create,
ticket.edit,
ticket.assign,
+ ticket.release,
ticket.transfer,
ticket.reply,
ticket.close,
@@ -44,6 +45,7 @@
ticket.create,
ticket.edit,
ticket.assign,
+ ticket.release,
ticket.transfer,
ticket.reply,
ticket.close,
diff --git a/include/staff/templates/release.tmpl.php b/include/staff/templates/release.tmpl.php
new file mode 100644
index 0000000000000000000000000000000000000000..a60fe50a52dd01efc87c27419590a4991da552ba
--- /dev/null
+++ b/include/staff/templates/release.tmpl.php
@@ -0,0 +1,89 @@
+<?php
+global $cfg;
+
+$assignees = array();
+if (($staff = $ticket->getStaff()))
+ $assignees[] = $staff;
+if (($team = $ticket->getTeam()))
+ $assignees[] = $team;
+
+$form = ReleaseForm::instantiate($_POST);
+?>
+<h3 class="drag-handle"><?php echo $info[':title'] ?: __('Release Confirmation'); ?></h3>
+<b><a class="close" href="#"><i class="icon-remove-circle"></i></a></b>
+<div class="clear"></div>
+<hr/>
+<?php
+if ($info['error']) {
+ echo sprintf('<p id="msg_error">%s</p>', $info['error']);
+} elseif ($info['warn']) {
+ echo sprintf('<p id="msg_warning">%s</p>', $info['warn']);
+} elseif ($info['msg']) {
+ echo sprintf('<p id="msg_notice">%s</p>', $info['msg']);
+} elseif ($info['notice']) {
+ echo sprintf('<p id="msg_info"><i class="icon-info-sign"></i> %s</p>',
+ $info['notice']);
+}
+?>
+<form class="mass-action" method="post"
+ action="#tickets/<?php echo $ticket->getId(); ?>/release"
+ name="release">
+ <input type='hidden' name='do' value='release'>
+ <table width="100%">
+ <tbody>
+ <?php if ($staff && $team) { ?>
+ <tr><td>
+ <p>
+ <?php echo __('Please check assignee(s) to release assignment.'); ?>
+ </p>
+ </td></tr>
+ <?php } ?>
+ <?php if(count($assignees) > 1) { ?>
+ <?php foreach($assignees as $assignee) { ?>
+ <tr><td>
+ <label class="inline checkbox">
+ <?php echo sprintf(
+ ($isStaff = $assignee instanceof Staff)
+ ? '<input type="checkbox" name="sid[]" id="s%d" value="%d">'
+ : '<input type="checkbox" name="tid[]" id="t%d" value="%d">',
+ $assignee->getId(),
+ $assignee->getId()); ?>
+ </label>
+ <?php echo '<i class="icon-'.(($isStaff) ? 'user' : 'group').'"></i>'; ?>
+ <?php echo $assignee->getName(); ?>
+ </td></tr>
+ <?php } ?>
+ <?php } else { ?>
+ <tr><td>
+ <input type="hidden" name="<?php echo (($staff)?'s':'t').'id[]'; ?>" value="()">
+ <p>
+ <?php echo __('Please confirm to continue.'); ?>
+ </p>
+ <p>
+ <?php echo sprintf(
+ __('Are you sure you want to <b>unassign</b> ticket from <b>%s</b>?'),
+ ($staff) ?: $team); ?>
+ </p>
+ </td></tr>
+ <?php } ?>
+ <tr><td>
+ <p>
+ <?php print $form->getField('comments')->render(); ?>
+ </p>
+ </td></tr>
+ </tbody>
+ </table>
+ <hr>
+ <p class="full-width">
+ <span class="buttons pull-left">
+ <input type="reset" value="<?php echo __('Reset'); ?>">
+ <input type="button" name="cancel" class="close"
+ value="<?php echo __('Cancel'); ?>">
+ </span>
+ <span class="buttons pull-right">
+ <input type="submit" value="<?php
+ echo __('Release'); ?>">
+ </span>
+ </p>
+</form>
+<div class="clear"></div>
diff --git a/include/staff/ticket-view.inc.php b/include/staff/ticket-view.inc.php
index 21d5646e92a065605f26eefb86e1c9055ab4c2ff..33272a222b17afd06db4b06198263b36ad9ba144 100644
--- a/include/staff/ticket-view.inc.php
+++ b/include/staff/ticket-view.inc.php
@@ -20,6 +20,8 @@ if (!$lock && $cfg->getTicketLockMode() == Lock::MODE_ON_VIEW)
$lock = $ticket->acquireLock($thisstaff->getId());
$mylock = ($lock && $lock->getStaffId() == $thisstaff->getId()) ? $lock : null;
$id = $ticket->getId(); //Ticket ID.
+$isManager = $dept->isManager($thisstaff); //Check if Agent is Manager
+$canRelease = ($isManager || $role->hasPerm(Ticket::PERM_RELEASE)); //Check if Agent can release tickets
//Useful warnings and errors the user might want to know!
if ($ticket->isClosed() && !$ticket->isReopenable())
@@ -146,14 +148,14 @@ if($ticket->isOverdue())
<?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->isAssigned() && $canRelease) { ?>
+ <li><a href="#tickets/<?php echo $ticket->getId();
+ ?>/release" class="ticket-action"
+ data-redirect="tickets.php?id=<?php echo $ticket->getId(); ?>" >
+ <i class="icon-unlock"></i> <?php echo __('Release (unassign) Ticket'); ?></a></li>
+ <?php
+ }
+ if($ticket->isOpen() && $isManager) {
if(!$ticket->isOverdue()) { ?>
<li><a class="confirm-action" id="ticket-overdue" href="#overdue"><i class="icon-bell"></i> <?php
echo __('Mark as Overdue'); ?></a></li>
diff --git a/scp/ajax.php b/scp/ajax.php
index 7dc4a56a2a9c690add163d05fed948045ad7cd2a..dfdb7499e7ae093c1a55e20f8937772d6447002e 100644
--- a/scp/ajax.php
+++ b/scp/ajax.php
@@ -167,6 +167,7 @@ $dispatcher = patterns('',
url('^(?P<tid>\d+)/field/(?P<fid>\d+)/edit$', 'editField'),
url('^(?P<tid>\d+)/field/(?P<field>\w+)/edit$', 'editField'),
url('^(?P<tid>\d+)/assign(?:/(?P<to>\w+))?$', 'assign'),
+ url('^(?P<tid>\d+)/release$', 'release'),
url('^(?P<tid>\d+)/refer(?:/(?P<to>\w+))?$', 'refer'),
url('^(?P<tid>\d+)/referrals$', 'referrals'),
url('^(?P<tid>\d+)/claim$', 'claim'),
diff --git a/scp/tickets.php b/scp/tickets.php
index 1e1a085ab48afbf63f32af2db1329b4ba037fdf3..ca0770817b558436d31691a035011e47abcfb3f4 100644
--- a/scp/tickets.php
+++ b/scp/tickets.php
@@ -282,19 +282,6 @@ if($_POST && !$errors):
break;
case 'process':
switch(strtolower($_POST['do'])):
- case 'release':
- if(!$ticket->isAssigned() || !($assigned=$ticket->getAssigned())) {
- $errors['err'] = __('Ticket is not assigned!');
- } elseif($ticket->release()) {
- $msg=sprintf(__(
- /* 1$ is the current assignee, 2$ is the agent removing the assignment */
- 'Ticket released (unassigned) from %1$s by %2$s'),
- $assigned, $thisstaff->getName());
- $ticket->logActivity(__('Ticket unassigned'),$msg);
- } else {
- $errors['err'] = sprintf('%s %s', __('Problems releasing the ticket.'), __('Please try again!'));
- }
- break;
case 'claim':
if(!$role->hasPerm(Ticket::PERM_EDIT)) {
$errors['err'] = __('Permission Denied. You are not allowed to assign/claim tickets.');