diff --git a/include/class.report.php b/include/class.report.php
index d65fd1cc5a63fac47ff221763c104f148fc71c5d..c9bc7c64e5d8bb90bf9af5edcf45618f4b5b06ea 100644
--- a/include/class.report.php
+++ b/include/class.report.php
@@ -140,56 +140,68 @@ class OverviewReport {
global $thisstaff;
list($start, $stop) = $this->getDateRange();
- $times = Ticket::objects()
+ $times = ThreadEvent::objects()
->constrain(array(
'thread__entries' => array(
- 'thread__entries__type' => 'R'
- ),
- ))
- ->aggregate(array(
- 'ServiceTime' => SqlAggregate::AVG(SqlFunction::DATEDIFF(
- new SqlField('closed'), new SqlField('created')
- )),
- 'ResponseTime' => SqlAggregate::AVG(SqlFunction::DATEDIFF(
- new SqlField('thread__entries__created'), new SqlField('thread__entries__parent__created')
- )),
- ));
-
- $stats = Ticket::objects()
+ 'thread__entries__type' => 'R',
+ ),
+ ))
->constrain(array(
'thread__events' => array(
- 'thread__events__annulled' => 0,
- 'thread__events__timestamp__range' => array($start, $stop),
- ),
- ))
+ 'thread__events__state' => 'created',
+ 'state' => 'closed',
+ 'annulled' => 0,
+ ),
+ ))
->aggregate(array(
- 'Opened' => SqlAggregate::COUNT(
- SqlCase::N()
- ->when(new Q(array('thread__events__state' => 'created')), 1)
- ),
- 'Assigned' => SqlAggregate::COUNT(
- SqlCase::N()
- ->when(new Q(array('thread__events__state' => 'assigned')), 1)
- ),
- 'Overdue' => SqlAggregate::COUNT(
- SqlCase::N()
- ->when(new Q(array('thread__events__state' => 'overdue')), 1)
- ),
- 'Closed' => SqlAggregate::COUNT(
- SqlCase::N()
- ->when(new Q(array('thread__events__state' => 'closed')), 1)
- ),
- 'Reopened' => SqlAggregate::COUNT(
- SqlCase::N()
- ->when(new Q(array('thread__events__state' => 'reopened')), 1)
+ 'ServiceTime' => SqlAggregate::AVG(SqlFunction::timestampdiff(
+ new SqlCode('HOUR'), new SqlField('thread__events__timestamp'), new SqlField('timestamp'))
),
+ 'ResponseTime' => SqlAggregate::AVG(SqlFunction::timestampdiff(
+ new SqlCode('HOUR'),new SqlField('thread__entries__parent__created'), new SqlField('thread__entries__created')
+ )),
));
+ $stats = ThreadEvent::objects()
+ ->filter(array(
+ 'annulled' => 0,
+ 'timestamp__range' => array($start, $stop),
+ 'thread__object_type' => 'T',
+ ))
+ ->aggregate(array(
+ 'Opened' => SqlAggregate::COUNT(
+ SqlCase::N()
+ ->when(new Q(array('state' => 'created')), 1)
+ ),
+ 'Assigned' => SqlAggregate::COUNT(
+ SqlCase::N()
+ ->when(new Q(array('state' => 'assigned')), 1)
+ ),
+ 'Overdue' => SqlAggregate::COUNT(
+ SqlCase::N()
+ ->when(new Q(array('state' => 'overdue')), 1)
+ ),
+ 'Closed' => SqlAggregate::COUNT(
+ SqlCase::N()
+ ->when(new Q(array('state' => 'closed')), 1)
+ ),
+ 'Reopened' => SqlAggregate::COUNT(
+ SqlCase::N()
+ ->when(new Q(array('state' => 'reopened')), 1)
+ ),
+ 'Deleted' => SqlAggregate::COUNT(
+ SqlCase::N()
+ ->when(new Q(array('state' => 'deleted')), 1)
+ ),
+ ));
+
switch ($group) {
case 'dept':
$headers = array(__('Department'));
$header = function($row) { return Dept::getLocalNameById($row['dept_id'], $row['dept__name']); };
- $pk = 'dept_id';
+ $pk = 'dept__id';
+ //adriane
+ // $pk = 'dept_id';
$stats = $stats
->filter(array('dept_id__in' => $thisstaff->getDepts()))
->values('dept__id', 'dept__name');
@@ -203,7 +215,7 @@ class OverviewReport {
$pk = 'topic_id';
$stats = $stats
->values('topic_id', 'topic__topic')
- ->filter(array('topic_id__gt' => 0));
+ ->filter(array('dept_id__in' => $thisstaff->getDepts(), 'topic_id__gt' => 0));
$times = $times
->values('topic_id')
->filter(array('topic_id__gt' => 0));
@@ -234,18 +246,17 @@ class OverviewReport {
foreach ($times as $T) {
$timings[$T[$pk]] = $T;
}
-
$rows = array();
foreach ($stats as $R) {
$T = $timings[$R[$pk]];
$rows[] = array($header($R), $R['Opened'], $R['Assigned'],
- $R['Overdue'], $R['Closed'], $R['Reopened'],
+ $R['Overdue'], $R['Closed'], $R['Reopened'], $R['Deleted'],
number_format($T['ServiceTime'], 1),
number_format($T['ResponseTime'], 1));
}
return array("columns" => array_merge($headers,
array(__('Opened'),__('Assigned'),__('Overdue'),__('Closed'),__('Reopened'),
- __('Service Time'),__('Response Time'))),
+ __('Deleted'),__('Service Time'),__('Response Time'))),
"data" => $rows);
}
}
diff --git a/include/class.task.php b/include/class.task.php
index 4b98ff1d4a861ff9d3cab3ed906fc3ae12db34d6..7c334c41cadd9314d5fae6d838ebf35d27d440cc 100644
--- a/include/class.task.php
+++ b/include/class.task.php
@@ -1330,7 +1330,7 @@ class Task extends TaskModel implements RestrictedAccess, Threadable {
if (!parent::delete())
return false;
- $thread->delete();
+ $this->logEvent('deleted');
Draft::deleteForNamespace('task.%.' . $this->getId());
diff --git a/include/class.thread.php b/include/class.thread.php
index 3911f714b672fd98287a9ac5578fbbc3d1567473..19ce5da15bd25bc8dac6ad5aad2eccdd646b3e57 100644
--- a/include/class.thread.php
+++ b/include/class.thread.php
@@ -1557,6 +1557,12 @@ class ThreadEvent extends VerySimpleModel {
),
'null' => true,
),
+ 'topic' => array(
+ 'constraint' => array(
+ 'topic_id' => 'Topic.topic_id',
+ ),
+ 'null' => true,
+ ),
),
);
@@ -1721,8 +1727,15 @@ class ThreadEvent extends VerySimpleModel {
}
static function forTicket($ticket, $state, $user=false) {
+ global $thisstaff;
+
+ if($thisstaff && !$ticket->getStaffId())
+ $staff = $thisstaff->getId();
+ else
+ $staff = $ticket->getStaffId();
+
$inst = self::create(array(
- 'staff_id' => $ticket->getStaffId(),
+ 'staff_id' => $staff,
'team_id' => $ticket->getTeamId(),
'dept_id' => $ticket->getDeptId(),
'topic_id' => $ticket->getTopicId(),
@@ -1730,6 +1743,15 @@ class ThreadEvent extends VerySimpleModel {
return $inst;
}
+ static function forTask($task, $state, $user=false) {
+ $inst = self::create(array(
+ 'staff_id' => $task->getStaffId(),
+ 'team_id' => $task->getTeamId(),
+ 'dept_id' => $task->getDeptId(),
+ ), $user);
+ return $inst;
+ }
+
function getTypedEvent() {
static $subclasses;
@@ -1773,8 +1795,10 @@ class ThreadEvents extends InstrumentedList {
if ($object instanceof Ticket)
// TODO: Use $object->createEvent() (nolint)
$event = ThreadEvent::forTicket($object, $state, $user);
- else
- $event = ThreadEvent::create(false, $user);
+ elseif ($object instanceof Task)
+ $event = ThreadEvent::forTask($object, $state, $user);
+ // else
+ // $event = ThreadEvent::create(false, $user);
# Annul previous entries if requested (for instance, reopening a
# ticket will annul an 'closed' entry). This will be useful to
@@ -2528,6 +2552,7 @@ implements TemplateVariable {
$vars['threadId'] = $this->getId();
$vars['userId'] = 0;
+ $vars['pid'] = $this->getLastMessage()->id;
if (!($resp = ResponseThreadEntry::add($vars, $errors)))
return $resp;
diff --git a/include/class.ticket.php b/include/class.ticket.php
index 7cc661f9595c6a68e4dc8ee8d47b04b7fd13ddda..a9b37ec5d19034b248d356e9f003f0a70ea3abfb 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -2704,7 +2704,7 @@ implements RestrictedAccess, Threadable {
if (!parent::delete())
return false;
- $t->delete();
+ $this->logEvent('deleted');
foreach (DynamicFormEntry::forTicket($this->getId()) as $form)
$form->delete();
diff --git a/include/i18n/en_US/help/tips/dashboard.dashboard.yaml b/include/i18n/en_US/help/tips/dashboard.dashboard.yaml
index 5ce715401b076ef151a2fa5a7cac3bf4aa115a09..72d947b4b8c0aa1cbc52b6cc6f197d32013c6e8e 100644
--- a/include/i18n/en_US/help/tips/dashboard.dashboard.yaml
+++ b/include/i18n/en_US/help/tips/dashboard.dashboard.yaml
@@ -44,49 +44,56 @@ statistics:
opened:
title: Opened
content: >
- This represents the tickets opened by Agents (i.e., internally opened) and
- not by Clients.
+ Tickets that were originally opened having the Department or Help Topic
+ on the ticket, or the number of tickets an Agent has opened on behalf of a
+ User.
assigned:
title: Assigned
content: >
- The system tracks every event whereby a ticket is automatically or manually
- assigned to a particular Department or Agent. Automatic assignments will
- depend on established settings for <span class="doc-desc-title">Help
- Topics</span> and <span class="doc-desc-title">Email Filters</span> in the
- Admin Panel.
+ Tickets that have been assigned to either an Agent or a Team while having the
+ Department, Help Topic, or Agent on the ticket. The number reflects tickets that
+ are manually assigned to agents or teams, claimed tickets, and tickets assigned
+ from ticket filters/other auto-assignment rules.
overdue:
title: Overdue
content: >
- This is the amount of tickets that have violated the SLA Plan to which they
- belonged.
+ Tickets that have been marked ‘Overdue’ by the system while having the Department,
+ Help Topic, or Agent listed on the ticket. Tickets are marked Overdue when they
+ have violated the SLA Plan to which they belonged, causing them to have a status of
+ ‘Open’ past their Due Date.
closed:
title: Closed
content: >
- This is the amount of tickets that were closed.
+ The number of Tickets that are currently in the Closed status
+ while also having the Department, Help Topic, or Agent on the ticket.
reopened:
title: Reopened
content: >
- This is the amount of tickets that were reopened either by an Agent or by a
- Client when he/she responded while the ticket was in a Closed status.
+ The total number of times a ticket was Reopened while also having the Department,
+ Help Topic, or Agent listed on the ticket within the timeframe chosen. Tickets
+ are reopened whenever their status is changed from Closed to Open.
+
+deleted:
+ title: Deleted
+ content: >
+ The amount of tickets that have been deleted while having the
+ Department, Help Topic, or Agent listed on the ticket within the timeframe
+ chosen.
service_time:
title: Service Time
content: >
- <span class="doc-desc-title">Service time</span> is the duration of time
- that begins at the opening of a ticket and ends when the ticket is closed.
- The <span class="doc-desc-title">Service Time</span> column here measures
- the average Service Time per ticket, in hours, within the specified date
+ Refers to the duration of time that begins at the opening of a ticket and ends
+ when the ticket is closed without being reopened again. The Service Time column
+ measures the average Service Time per ticket, in hours, within the specified date
span.
response_time:
title: Response Time
content: >
- <span class="doc-desc-title">Response Time</span> is a duration of time
- that begins with any Client’s correspondence and ends when an Agent makes a
- response. This measurement of time is not exclusive to a Client’s
- correspondence of the initial Ticket opening. This refers to every act of
- discourse originating with a Client.
+ Shows an average of the number of hours between when a user posted a message on a
+ ticket and when an agent responded/replied to the customer.
diff --git a/include/staff/dashboard.inc.php b/include/staff/dashboard.inc.php
index d7b35af5ee0485a9b352ad8e2224d2b3c7c24a07..40311ac1d51d459e98d4e890856290dee7494bf9 100644
--- a/include/staff/dashboard.inc.php
+++ b/include/staff/dashboard.inc.php
@@ -87,8 +87,36 @@ foreach ($groups as $g=>$desc) {
<div class="tab_content <?php echo (!$first) ? 'hidden' : ''; ?>" id="<?php echo Format::slugify($g); ?>">
<table class="dashboard-stats table"><tbody><tr>
<?php
- foreach ($data['columns'] as $j=>$c) { ?>
- <th <?php if ($j === 0) echo 'width="30%" class="flush-left"'; ?>><?php echo Format::htmlchars($c); ?></th>
+ foreach ($data['columns'] as $j=>$c) {
+ ?>
+ <th <?php if ($j === 0) echo 'width="30%" class="flush-left"'; ?>><?php echo Format::htmlchars($c);
+ switch ($c) {
+ case 'Opened':
+ ?><i class="help-tip icon-question-sign" href="#opened"></i><?php
+ break;
+ case 'Assigned':
+ ?><i class="help-tip icon-question-sign" href="#assigned"></i><?php
+ break;
+ case 'Overdue':
+ ?><i class="help-tip icon-question-sign" href="#overdue"></i><?php
+ break;
+ case 'Closed':
+ ?><i class="help-tip icon-question-sign" href="#closed"></i><?php
+ break;
+ case 'Reopened':
+ ?><i class="help-tip icon-question-sign" href="#reopened"></i><?php
+ break;
+ case 'Deleted':
+ ?><i class="help-tip icon-question-sign" href="#deleted"></i><?php
+ break;
+ case 'Service Time':
+ ?><i class="help-tip icon-question-sign" href="#service_time"></i><?php
+ break;
+ case 'Response Time':
+ ?><i class="help-tip icon-question-sign" href="#response_time"></i><?php
+ break;
+ }
+ ?></th>
<?php
} ?>
</tr></tbody>