diff --git a/include/class.ticket.php b/include/class.ticket.php
index bdb2655fb381b3b799c71a04eb7f2d8a923da038..477135e0e997fd95057bb35d6f6ac302579c663b 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -1787,15 +1787,15 @@ class Ticket {
$fields['email'] = array('type'=>'email', 'required'=>1, 'error'=>'Valid email required');
$fields['subject'] = array('type'=>'string', 'required'=>1, 'error'=>'Subject required');
$fields['topicId'] = array('type'=>'int', 'required'=>1, 'error'=>'Help topic required');
- $fields['slaId'] = array('type'=>'int', 'required'=>1, 'error'=>'SLA required');
$fields['priorityId'] = array('type'=>'int', 'required'=>1, 'error'=>'Priority required');
+ $fields['slaId'] = array('type'=>'int', 'required'=>0, 'error'=>'Select SLA');
$fields['phone'] = array('type'=>'phone', 'required'=>0, 'error'=>'Valid phone # required');
$fields['duedate'] = array('type'=>'date', 'required'=>0, 'error'=>'Invalid date - must be MM/DD/YY');
$fields['note'] = array('type'=>'text', 'required'=>1, 'error'=>'Reason for the update required');
if(!Validator::process($fields, $vars, $errors) && !$errors['err'])
- $errors['err'] ='Missing or invalid data - check the errors and try again';
+ $errors['err'] = 'Missing or invalid data - check the errors and try again';
if($vars['duedate']) {
if($this->isClosed())
@@ -2087,10 +2087,17 @@ class Ticket {
$priorityId=$priorityId?$priorityId:$topic->getPriorityId();
if($autorespond) $autorespond=$topic->autoRespond();
$source=$vars['source']?$vars['source']:'Web';
+
+ //Auto assignment.
if (!isset($vars['staffId']) && $topic->getStaffId())
$vars['staffId'] = $topic->getStaffId();
elseif (!isset($vars['teamId']) && $topic->getTeamId())
$vars['teamId'] = $topic->getTeamId();
+
+ //set default sla.
+ if(!isset($vars['slaId']) && $topic->getSLAId())
+ $vars['slaId'] = $topic->getSLAId();
+
}elseif($vars['emailId'] && !$vars['deptId'] && ($email=Email::lookup($vars['emailId']))) { //Emailed Tickets
$deptId=$email->getDeptId();
$priorityId=$priorityId?$priorityId:$email->getPriorityId();
@@ -2280,7 +2287,7 @@ class Ticket {
function checkOverdue() {
$sql='SELECT ticket_id FROM '.TICKET_TABLE.' T1 '
- .' JOIN '.SLA_TABLE.' T2 ON (T1.sla_id=T2.id) '
+ .' INNER JOIN '.SLA_TABLE.' T2 ON (T1.sla_id=T2.id AND T2.isactive=1) '
.' WHERE status=\'open\' AND isoverdue=0 '
.' AND ((reopened is NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),T1.created))>=T2.grace_period*3600) '
.' OR (reopened is NOT NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),reopened))>=T2.grace_period*3600) '
diff --git a/include/staff/ticket-edit.inc.php b/include/staff/ticket-edit.inc.php
index 39093db710d6ca41cf681232ed4fa082b1278532..5f5a0a4d2e2e86816e64039bfb6ede821f5379b5 100644
--- a/include/staff/ticket-edit.inc.php
+++ b/include/staff/ticket-edit.inc.php
@@ -24,7 +24,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$ticket->getUpdateInfo());
Full Name:
</td>
<td>
- <input type="text" size="45" name="name" value="<?php echo $info['name']; ?>">
+ <input type="text" size="50" name="name" value="<?php echo $info['name']; ?>">
<span class="error">* <?php echo $errors['name']; ?></span>
</td>
</tr>
@@ -33,7 +33,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$ticket->getUpdateInfo());
Email Address:
</td>
<td>
- <input type="text" size="45" name="email" value="<?php echo $info['email']; ?>">
+ <input type="text" size="50" name="email" value="<?php echo $info['email']; ?>">
<span class="error">* <?php echo $errors['email']; ?></span>
</td>
</tr>
@@ -42,9 +42,9 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$ticket->getUpdateInfo());
Phone Number:
</td>
<td>
- <input type="text" size="18" name="phone" value="<?php echo $info['phone']; ?>">
+ <input type="text" size="20" name="phone" value="<?php echo $info['phone']; ?>">
<span class="error"> <?php echo $errors['phone']; ?></span>
- Ext <input type="text" size="5" name="phone_ext" value="<?php echo $info['phone_ext']; ?>">
+ Ext <input type="text" size="6" name="phone_ext" value="<?php echo $info['phone_ext']; ?>">
<span class="error"> <?php echo $errors['phone_ext']; ?></span>
</td>
</tr>
@@ -109,11 +109,20 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$ticket->getUpdateInfo());
</tr>
<tr>
<td width="160" class="required">
- SLA:
+ Subject:
+ </td>
+ <td>
+ <input type="text" name="subject" size="60" value="<?php echo $info['subject']; ?>">
+ <font class="error">* <?php $errors['subject']; ?></font>
+ </td>
+ </tr>
+ <tr>
+ <td width="160">
+ SLA Plan:
</td>
<td>
<select name="slaId">
- <option value="" selected >— Select SLA —</option>
+ <option value="0" selected="selected" >— None —</option>
<?php
if($slas=SLA::getSLAs()) {
foreach($slas as $id =>$name) {
@@ -123,16 +132,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$ticket->getUpdateInfo());
}
?>
</select>
- <font class="error">* <?php echo $errors['slaId']; ?></font>
- </td>
- </tr>
- <tr>
- <td width="160" class="required">
- Subject:
- </td>
- <td>
- <input type="text" name="subject" size="60" value="<?php echo $info['subject']; ?>">
- <font class="error">* <?php $errors['subject']; ?></font>
+ <font class="error"> <?php echo $errors['slaId']; ?></font>
</td>
</tr>
<tr>
diff --git a/include/staff/ticket-open.inc.php b/include/staff/ticket-open.inc.php
index 1ef3a7ba52ee0925ee4166984629d6661ce861a6..f36c1e0bcd97dcf1fd067fd71e585675283788f5 100644
--- a/include/staff/ticket-open.inc.php
+++ b/include/staff/ticket-open.inc.php
@@ -24,7 +24,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</td>
<td>
- <input type="text" size="45" name="email" id="email" class="typeahead" value="<?php echo $info['email']; ?>"
+ <input type="text" size="50" name="email" id="email" class="typeahead" value="<?php echo $info['email']; ?>"
autocomplete="off" autocorrect="off" autocapitalize="off">
<span class="error">* <?php echo $errors['email']; ?></span>
<?php
@@ -40,7 +40,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
Full Name:
</td>
<td>
- <input type="text" size="45" name="name" id="name" value="<?php echo $info['name']; ?>">
+ <input type="text" size="50" name="name" id="name" value="<?php echo $info['name']; ?>">
<span class="error">* <?php echo $errors['name']; ?></span>
</td>
</tr>
@@ -49,15 +49,15 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
Phone Number:
</td>
<td>
- <input type="text" size="18" name="phone" id="phone" value="<?php echo $info['phone']; ?>">
+ <input type="text" size="20" name="phone" id="phone" value="<?php echo $info['phone']; ?>">
<span class="error"> <?php echo $errors['phone']; ?></span>
- Ext <input type="text" size="5" name="phone_ext" id="phone_ext" value="<?php echo $info['phone_ext']; ?>">
+ Ext <input type="text" size="6" name="phone_ext" id="phone_ext" value="<?php echo $info['phone_ext']; ?>">
<span class="error"> <?php echo $errors['phone_ext']; ?></span>
</td>
</tr>
<tr>
<th colspan="2">
- <em><strong>Ticket Information</strong>:</em>
+ <em><strong>Ticket Information & Options</strong>:</em>
</th>
</tr>
<tr>
@@ -114,92 +114,45 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</td>
</tr>
<tr>
- <td width="160" class="required">
- Subject:
+ <td width="160">
+ Priority:
</td>
<td>
- <input type="text" name="subject" size="55" value="<?php echo $info['subject']; ?>">
- <font class="error">* <?php echo $errors['subject']; ?></font>
+ <select name="priorityId">
+ <option value="0" selected >— System Default —</option>
+ <?php
+ if($priorities=Priority::getPriorities()) {
+ foreach($priorities as $id =>$name) {
+ echo sprintf('<option value="%d" %s>%s</option>',
+ $id, ($info['priorityId']==$id)?'selected="selected"':'',$name);
+ }
+ }
+ ?>
+ </select>
+ <font class="error"> <?php echo $errors['priorityId']; ?></font>
</td>
- </tr>
- <tr>
- <th colspan="2">
- <em><strong>Issue summary</strong>: Detailed summary of the reason(s) of opening the ticket. <font class="error">* <?php echo $errors['issue']; ?></font></em>
- </th>
- </tr>
- <tr>
- <td colspan=2>
- <textarea name="issue" cols="21" rows="8" style="width:80%;"><?php echo $info['issue']; ?></textarea>
- <br><em>The user will be able to see the summary and any associated responses.</em>
+ </tr>
+ <tr>
+ <td width="160">
+ SLA Plan:
</td>
- </tr>
- <tr>
- <th colspan="2">
- <em><strong>Response</strong>: Optional response to the above issue.</em>
- </th>
- </tr>
- <tr>
- <td colspan=2>
- <?php
- if(($cannedResponses=Canned::getCannedResponses())) {
- ?>
- <div>
- Canned Response:
- <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>
- </div>
- <?php
- } ?>
- <textarea name="response" id="response" cols="21" rows="8" style="width:80%;"><?php echo $info['response']; ?></textarea>
- <?php
- if($cfg->allowAttachments()) { ?>
- <br><em><b>Attachments:</b> Response required when files are attached.</em>
- <div class="canned_attachments">
+ <td>
+ <select name="slaId">
+ <option value="0" selected="selected" >— System Default —</option>
<?php
- if($info['cannedattachments']) {
- foreach($info['cannedattachments'] as $k=>$id) {
- if(!($file=AttachmentFile::lookup($id))) continue;
- $hash=$file->getHash().md5($file->getId().session_id().$file->getHash());
- echo sprintf('<label><input type="checkbox" name="cannedattachments[]" id="f%d" value="%d" checked="checked">
- <a href="file.php?h=%s">%s</a> </label> ',
- $file->getId(), $file->getId() , $hash, $file->getName());
+ if($slas=SLA::getSLAs()) {
+ foreach($slas as $id =>$name) {
+ echo sprintf('<option value="%d" %s>%s</option>',
+ $id, ($info['slaId']==$id)?'selected="selected"':'',$name);
}
}
?>
- </div>
- <div class="uploads"></div>
- <div class="file_input">
- <input type="file" class="multifile" name="attachments[]" size="30" value="" />
- </div>
- <?php
- } ?>
+ </select>
+ <font class="error"> <?php echo $errors['slaId']; ?></font>
</td>
- </tr>
+ </tr>
- <tr>
- <th colspan="2">
- <em><strong>Internal Note</strong>: Optional internal note (recommended on assignment) <font class="error"> <?php echo $errors['note']; ?></font></em>
- </th>
- </tr>
- <tr>
- <td colspan=2>
- <textarea name="note" cols="21" rows="6" style="width:80%;"><?php echo $info['note']; ?></textarea>
- </td>
- </tr>
- <tr>
- <th colspan="2">
- <em><strong>Ticket Options</strong>: Due date, when set, overwrites SLA grace period.</em>
- </th>
- </tr>
- <tr>
+ <tr>
<td width="160">
Due Date:
</td>
@@ -210,32 +163,14 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
$min=$hr=null;
if($info['time'])
list($hr, $min)=explode(':', $info['time']);
-
+
echo Misc::timeDropdown($hr, $min, 'time');
?>
<font class="error"> <?php echo $errors['duedate']; ?> <?php echo $errors['time']; ?></font>
<em>Time is based on your time zone (GMT <?php echo $thisstaff->getTZoffset(); ?>)</em>
</td>
</tr>
- <tr>
- <td width="160">
- Priority:
- </td>
- <td>
- <select name="priorityId">
- <option value="0" selected >— System Default —</option>
- <?php
- if($priorities=Priority::getPriorities()) {
- foreach($priorities as $id =>$name) {
- echo sprintf('<option value="%d" %s>%s</option>',
- $id, ($info['priorityId']==$id)?'selected="selected"':'',$name);
- }
- }
- ?>
- </select>
- <font class="error"> <?php echo $errors['priorityId']; ?></font>
- </td>
- </tr>
+
<?php
if($thisstaff->canAssignTickets()) { ?>
<tr>
@@ -253,7 +188,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
}
echo '</OPTGROUP>';
}
-
+
if(($teams=Team::getActiveTeams())) {
echo '<OPTGROUP label="Teams ('.count($teams).')">';
foreach($teams as $id => $name) {
@@ -269,37 +204,114 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</tr>
<?php
} ?>
-
- <?php
- if($thisstaff->canCloseTickets()) { ?>
<tr>
- <td width="160">
- Ticket Status:
- </td>
- <td>
- <input type="checkbox" name="ticket_state" value="closed" <?php echo $info['ticket_state']?'checked="checked"':''; ?>>
- <b>Close On Response</b> <em>(Only applicable if response is entered)</em>
+ <th colspan="2">
+ <em><strong>Issue</strong>: The user will be able to see the issue summary below and any associated responses.</em>
+ </th>
+ </tr>
+ <tr>
+ <td colspan=2>
+ <div>
+ <em><strong>Subject</strong>: Issue summary </em> <font class="error">* <?php echo $errors['subject']; ?></font><br>
+ <input type="text" name="subject" size="60" value="<?php echo $info['subject']; ?>">
+ </div>
+ <div><em><strong>Issue</strong>: Details on the reason(s) for opening the ticket.</em> <font class="error">* <?php echo $errors['issue']; ?></font></div>
+ <textarea name="issue" cols="21" rows="8" style="width:80%;"><?php echo $info['issue']; ?></textarea>
</td>
</tr>
- <?php
- } ?>
<tr>
- <td>Signature:</td>
- <td>
- <?php
- $info['signature']=$info['signature']?$info['signature']:$thisstaff->getDefaultSignatureType();
+ <th colspan="2">
+ <em><strong>Response</strong>: Optional response to the above issue.</em>
+ </th>
+ </tr>
+ <tr>
+ <td colspan=2>
+ <?php
+ if(($cannedResponses=Canned::getCannedResponses())) {
?>
- <label><input type="radio" name="signature" value="none" checked="checked"> None</label>
- <?php
- if($thisstaff->getSignature()) { ?>
- <label><input type="radio" name="signature" value="mine"
- <?php echo ($info['signature']=='mine')?'checked="checked"':''; ?>> My signature</label>
+ <div>
+ Canned Response:
+ <select id="cannedResp" name="cannedResp">
+ <option value="0" selected="selected">— Select a canned response —</option>
+ <?php
+ foreach($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>
+ </div>
+ <?php
+ } ?>
+ <textarea name="response" id="response" cols="21" rows="8" style="width:80%;"><?php echo $info['response']; ?></textarea>
+ <table border="0" cellspacing="0" cellpadding="2" width="100%">
<?php
- } ?>
- <label><input type="radio" name="signature" value="dept"
- <?php echo ($info['signature']=='dept')?'checked="checked"':''; ?>>
- Dept. Signature (if set)</label>
- <span style="padding-left:25px;">
+ if($cfg->allowAttachments()) { ?>
+ <tr><td width="100" valign="top">Attachments:</td>
+ <td>
+ <div class="canned_attachments">
+ <?php
+ if($info['cannedattachments']) {
+ foreach($info['cannedattachments'] as $k=>$id) {
+ if(!($file=AttachmentFile::lookup($id))) continue;
+ $hash=$file->getHash().md5($file->getId().session_id().$file->getHash());
+ echo sprintf('<label><input type="checkbox" name="cannedattachments[]"
+ id="f%d" value="%d" checked="checked"
+ <a href="file.php?h=%s">%s</a> </label> ',
+ $file->getId(), $file->getId() , $hash, $file->getName());
+ }
+ }
+ ?>
+ </div>
+ <div class="uploads"></div>
+ <div class="file_input">
+ <input type="file" class="multifile" name="attachments[]" size="30" value="" />
+ </div>
+ </td>
+ </tr>
+ <?php
+ } ?>
+
+ <?php
+ if($thisstaff->canCloseTickets()) { ?>
+ <tr>
+ <td width="100">Ticket Status:</td>
+ <td>
+ <input type="checkbox" name="ticket_state" value="closed" <?php echo $info['ticket_state']?'checked="checked"':''; ?>>
+ <b>Close On Response</b> <em>(Only applicable if response is entered)</em>
+ </td>
+ </tr>
+ <?php
+ } ?>
+ <tr>
+ <td width="100">Signature:</td>
+ <td>
+ <?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
+ } ?>
+ <label><input type="radio" name="signature" value="dept"
+ <?php echo ($info['signature']=='dept')?'checked="checked"':''; ?>> Dept. Signature (if set)</label>
+ </td>
+ </tr>
+ </table>
+ </td>
+ </tr>
+ <tr>
+ <th colspan="2">
+ <em><strong>Internal Note</strong>: Optional internal note (recommended on assignment) <font class="error"> <?php echo $errors['note']; ?></font></em>
+ </th>
+ </tr>
+ <tr>
+ <td colspan=2>
+ <textarea name="note" cols="21" rows="6" style="width:80%;"><?php echo $info['note']; ?></textarea>
</td>
</tr>
</tbody>