diff --git a/include/ajax.tickets.php b/include/ajax.tickets.php
index bb834578064358a26e77c2a1a6ec82f5df6eba9f..1d887f04349241327a324d43b8a2d31545c45cf1 100644
--- a/include/ajax.tickets.php
+++ b/include/ajax.tickets.php
@@ -85,10 +85,10 @@ class TicketsAjaxAPI extends AjaxController {
}
function search() {
- global $thisstaff;
+ global $thisstaff, $cfg;
$result=array();
- $select = 'SELECT count(ticket.ticket_id) as tickets ';
+ $select = 'SELECT count( DISTINCT ticket.ticket_id) as tickets ';
$from = ' FROM '.TICKET_TABLE.' ticket ';
$where = ' WHERE 1 ';
@@ -107,11 +107,18 @@ class TicketsAjaxAPI extends AjaxController {
if($_REQUEST['deptId'])
$where.=' AND ticket.dept_id='.db_input($_REQUEST['deptId']);
+ //Help topic
+ if($_REQUEST['topicId'])
+ $where.=' AND ticket.topic_id='.db_input($_REQUEST['topicId']);
+
//Status
switch(strtolower($_REQUEST['status'])) {
- case 'open';
+ case 'open':
$where.=' AND ticket.status="open" ';
break;
+ case 'answered':
+ $where.=' AND ticket.status="open" AND ticket.isanswered=1 ';
+ break;
case 'overdue':
$where.=' AND ticket.status="open" AND ticket.isoverdue=1 ';
break;
@@ -121,19 +128,23 @@ class TicketsAjaxAPI extends AjaxController {
}
//Assignee
- if($_REQUEST['assignee'] && strcasecmp($_REQUEST['status'], 'closed')) {
+ if(isset($_REQUEST['assignee']) && strcasecmp($_REQUEST['status'], 'closed')) {
$id=preg_replace("/[^0-9]/", "", $_REQUEST['assignee']);
$assignee = $_REQUEST['assignee'];
- $where.= ' AND ( ';
+ $where.= ' AND ( ( ticket.status="open" ';
if($assignee[0]=='t')
- $where.=' (ticket.team_id='.db_input($id). ' AND ticket.status="open") ';
+ $where.=' AND ticket.team_id='.db_input($id);
elseif($assignee[0]=='s')
- $where.=' (ticket.staff_id='.db_input($id). ' AND ticket.status="open") ';
- else
- $where.=' (ticket.staff_id='.db_input($id). ' AND ticket.status="open") ';
+ $where.=' AND ticket.staff_id='.db_input($id);
+ elseif(is_numeric($id))
+ $where.=' AND ticket.staff_id='.db_input($id);
+
+ $where.=')';
if($_REQUEST['staffId'] && !$_REQUEST['status']) //Assigned TO + Closed By
- $where.= ' OR (ticket.staff_id='.db_input($_REQUEST['staffId']). ' AND ticket.status="closed") ';
+ $where.= ' OR (ticket.staff_id='.db_input($_REQUEST['staffId']). ' AND ticket.status="closed") ';
+ elseif(isset($_REQUEST['staffId'])) // closed by any
+ $where.= ' OR ticket.status="closed" ';
$where.= ' ) ';
} elseif($_REQUEST['staffId']) {
@@ -163,7 +174,6 @@ class TicketsAjaxAPI extends AjaxController {
." OR thread.title LIKE '%$queryterm%'"
." OR thread.body LIKE '%$queryterm%'"
.' )';
- $groupby = 'GROUP BY ticket.ticket_id ';
}
$sql="$select $from $where $groupby";
diff --git a/include/class.export.php b/include/class.export.php
index 3c289550121366e8fd53e59c51e8715f0db27385..372cf62e2d6c55f09e25c59be29ba9691f075df5 100644
--- a/include/class.export.php
+++ b/include/class.export.php
@@ -41,6 +41,7 @@ class Export {
'name' => 'From',
'priority_desc' => 'Priority',
'dept_name' => 'Department',
+ 'helptopic' => 'Help Topic',
'source' => 'Source',
'status' => 'Current Status'
),
diff --git a/include/class.ticket.php b/include/class.ticket.php
index a7a16e4644ba357db5f619ec50760de71de60a20..d94a3818e1247a1b699bdfd2825787d3f5c2cb9c 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -2013,20 +2013,31 @@ class Ticket {
if(!$staff || (!is_object($staff) && !($staff=Staff::lookup($staff))) || !$staff->isStaff() || $cfg->getDBVersion())
return null;
-
$sql='SELECT count(open.ticket_id) as open, count(answered.ticket_id) as answered '
.' ,count(overdue.ticket_id) as overdue, count(assigned.ticket_id) as assigned, count(closed.ticket_id) as closed '
.' FROM '.TICKET_TABLE.' ticket '
.' LEFT JOIN '.TICKET_TABLE.' open
- ON (open.ticket_id=ticket.ticket_id AND open.status=\'open\' AND open.isanswered=0) '
+ ON (open.ticket_id=ticket.ticket_id
+ AND open.status=\'open\'
+ AND open.isanswered=0
+ '.((!($cfg->showAssignedTickets() || $staff->showAssignedTickets()))?
+ ' AND open.staff_id=0 ':'').') '
.' LEFT JOIN '.TICKET_TABLE.' answered
- ON (answered.ticket_id=ticket.ticket_id AND answered.status=\'open\' AND answered.isanswered=1) '
+ ON (answered.ticket_id=ticket.ticket_id
+ AND answered.status=\'open\'
+ AND answered.isanswered=1) '
.' LEFT JOIN '.TICKET_TABLE.' overdue
- ON (overdue.ticket_id=ticket.ticket_id AND overdue.status=\'open\' AND overdue.isoverdue=1) '
+ ON (overdue.ticket_id=ticket.ticket_id
+ AND overdue.status=\'open\'
+ AND overdue.isoverdue=1) '
.' LEFT JOIN '.TICKET_TABLE.' assigned
- ON (assigned.ticket_id=ticket.ticket_id AND assigned.status=\'open\' AND assigned.staff_id='.db_input($staff->getId()).')'
+ ON (assigned.ticket_id=ticket.ticket_id
+ AND assigned.status=\'open\'
+ AND assigned.staff_id='.db_input($staff->getId()).')'
.' LEFT JOIN '.TICKET_TABLE.' closed
- ON (closed.ticket_id=ticket.ticket_id AND closed.status=\'closed\' AND closed.staff_id='.db_input($staff->getId()).')'
+ ON (closed.ticket_id=ticket.ticket_id
+ AND closed.status=\'closed\'
+ AND closed.staff_id='.db_input($staff->getId()).')'
.' WHERE (ticket.staff_id='.db_input($staff->getId());
if(($teams=$staff->getTeams()))
@@ -2037,10 +2048,6 @@ class Ticket {
$sql.=')';
- if(!$cfg || !($cfg->showAssignedTickets() || $staff->showAssignedTickets()))
- $sql.=' AND (ticket.staff_id=0 OR ticket.staff_id='.db_input($staff->getId()).') ';
-
-
return db_fetch_array(db_query($sql));
}
diff --git a/include/staff/tickets.inc.php b/include/staff/tickets.inc.php
index ecbedfc668bda09277ebd21ef71e4bd921391ebb..ed5916196bcbb731cd1ced3ed4db19e4a2ea80bb 100644
--- a/include/staff/tickets.inc.php
+++ b/include/staff/tickets.inc.php
@@ -19,10 +19,9 @@ if($search) {
$searchTerm='';
}
}
-$showoverdue=$showanswered=$showassigned=false;
+$showoverdue=$showanswered=false;
$staffId=0; //Nothing for now...TODO: Allow admin and manager to limit tickets to single staff level.
-//show Assigned To column, if enabled. Admins and managers can overwrite system settings!
-$showassigned=(($cfg->showAssignedTickets() || $thisstaff->showAssignedTickets()) && !$search);
+$showassigned= true; //show Assigned To column - defaults to true
//Get status we are actually going to use on the query...making sure it is clean!
$status=null;
@@ -32,7 +31,7 @@ switch(strtolower($_REQUEST['status'])){ //Status is overloaded
break;
case 'closed':
$status='closed';
- $showassigned=false;
+ $showassigned=true; //closed by.
break;
case 'overdue':
$status='open';
@@ -51,7 +50,7 @@ switch(strtolower($_REQUEST['status'])){ //Status is overloaded
break;
default:
if(!$search)
- $status='open';
+ $_REQUEST['status']=$status='open';
}
$qwhere ='';
@@ -77,8 +76,8 @@ if($status) {
$qwhere.=' AND status='.db_input(strtolower($status));
}
-//Overloaded sub-statuses - you've got to just have faith!
-if($staffId && ($staffId==$thisstaff->getId())) { //Staff's assigned tickets.
+//Queues: Overloaded sub-statuses - you've got to just have faith!
+if($staffId && ($staffId==$thisstaff->getId())) { //My tickets
$results_type='Assigned Tickets';
$qwhere.=' AND ticket.staff_id='.db_input($staffId);
$showassigned=false; //My tickets...already assigned to the staff.
@@ -86,14 +85,20 @@ if($staffId && ($staffId==$thisstaff->getId())) { //Staff's assigned tickets.
$qwhere.=' AND isoverdue=1 ';
}elseif($showanswered) { ////Answered
$qwhere.=' AND isanswered=1 ';
-}elseif(!$search && !$cfg->showAnsweredTickets() && !strcasecmp($status,'open')) {
- $qwhere.=' AND isanswered=0 ';
+}elseif(!strcasecmp($status, 'open') && !$search) { //Open queue (on search OPEN means all open tickets - regardless of state).
+ //Showing answered tickets on open queue??
+ if(!$cfg->showAnsweredTickets())
+ $qwhere.=' AND isanswered=0 ';
+
+ /* Showing assigned tickets on open queue?
+ Don't confuse it with show assigned To column -> F'it it's confusing - just trust me!
+ */
+ if(!($cfg->showAssignedTickets() || $thisstaff->showAssignedTickets())) {
+ $qwhere.=' AND ticket.staff_id=0 '; //XXX: NOT factoring in team assignments - only staff assignments.
+ $showassigned=false; //Not showing Assigned To column since assigned tickets are not part of open queue
+ }
}
-//******* Showing assigned tickets? (don't confuse it with show assigned To column). F'it it's confusing - just trust me! ***/
-if(!($cfg->showAssignedTickets() || $thisstaff->showAssignedTickets()) && strcasecmp($status,'closed') && !$search)
- $sql.=' AND (ticket.staff_id=0 OR ticket.staff_id='.db_input($thisstaff->getId()).') ';
-
//Search?? Somebody...get me some coffee
$deep_search=false;
if($search):
@@ -137,25 +142,36 @@ if($search):
$qwhere.=' AND ticket.dept_id='.db_input($_REQUEST['deptId']);
$qstr.='&deptId='.urlencode($_REQUEST['deptId']);
}
+
+ //Help topic
+ if($_REQUEST['topicId']) {
+ $qwhere.=' AND ticket.topic_id='.db_input($_REQUEST['topicId']);
+ $qstr.='&topicId='.urlencode($_REQUEST['topicId']);
+ }
//Assignee
- if($_REQUEST['assignee'] && strcasecmp($_REQUEST['status'], 'closed')) {
+ if(isset($_REQUEST['assignee']) && strcasecmp($_REQUEST['status'], 'closed')) {
$id=preg_replace("/[^0-9]/", "", $_REQUEST['assignee']);
$assignee = $_REQUEST['assignee'];
$qstr.='&assignee='.urlencode($_REQUEST['assignee']);
- $qwhere.= ' AND ( ';
+ $qwhere.= ' AND (
+ ( ticket.status="open" ';
if($assignee[0]=='t')
- $qwhere.=' (ticket.team_id='.db_input($id). ' AND ticket.status="open") ';
+ $qwhere.=' AND ticket.team_id='.db_input($id);
elseif($assignee[0]=='s')
- $qwhere.=' (ticket.staff_id='.db_input($id). ' AND ticket.status="open") ';
- else
- $qwhere.=' (ticket.staff_id='.db_input($id). ' AND ticket.status="open") ';
+ $qwhere.=' AND ticket.staff_id='.db_input($id);
+ elseif(is_numeric($id))
+ $qwhere.=' AND ticket.staff_id='.db_input($id);
+ $qwhere.=' ) ';
if($_REQUEST['staffId'] && !$_REQUEST['status']) { //Assigned TO + Closed By
$qwhere.= ' OR (ticket.staff_id='.db_input($_REQUEST['staffId']). ' AND ticket.status="closed") ';
$qstr.='&staffId='.urlencode($_REQUEST['staffId']);
+ }elseif(isset($_REQUEST['staffId'])) {
+ $qwhere.= ' OR ticket.status="closed" ';
+ $qstr.='&staffId='.urlencode($_REQUEST['staffId']);
}
$qwhere.= ' ) ';
@@ -263,7 +279,8 @@ $qselect.=' ,count(attach.attach_id) as attachments '
.' ,IF(ticket.duedate IS NULL,IF(sla.id IS NULL, NULL, DATE_ADD(ticket.created, INTERVAL sla.grace_period HOUR)), ticket.duedate) as duedate '
.' ,IF(ticket.reopened is NULL,IF(ticket.lastmessage is NULL,ticket.created,ticket.lastmessage),ticket.reopened) as effective_date '
.' ,CONCAT_WS(" ", staff.firstname, staff.lastname) as staff, team.name as team '
- .' ,IF(staff.staff_id IS NULL,team.name,CONCAT_WS(" ", staff.lastname, staff.firstname)) as assigned ';
+ .' ,IF(staff.staff_id IS NULL,team.name,CONCAT_WS(" ", staff.lastname, staff.firstname)) as assigned '
+ .' ,IF(ptopic.topic_pid IS NULL, topic.topic, CONCAT_WS(" / ", ptopic.topic, topic.topic)) as helptopic ';
$qfrom.=' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON (ticket.priority_id=pri.priority_id) '
.' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON (ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW()
@@ -272,7 +289,10 @@ $qfrom.=' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON (ticket.priority_id=pri.pri
.' LEFT JOIN '.TICKET_THREAD_TABLE.' thread ON ( ticket.ticket_id=thread.ticket_id) '
.' LEFT JOIN '.STAFF_TABLE.' staff ON (ticket.staff_id=staff.staff_id) '
.' LEFT JOIN '.TEAM_TABLE.' team ON (ticket.team_id=team.team_id) '
- .' LEFT JOIN '.SLA_TABLE.' sla ON (ticket.sla_id=sla.id AND sla.isactive=1) ';
+ .' LEFT JOIN '.SLA_TABLE.' sla ON (ticket.sla_id=sla.id AND sla.isactive=1) '
+ .' LEFT JOIN '.TOPIC_TABLE.' topic ON (ticket.topic_id=topic.topic_id) '
+ .' LEFT JOIN '.TOPIC_TABLE.' ptopic ON (ptopic.topic_id=topic.topic_pid) ';
+
$query="$qselect $qfrom $qwhere $qgroup ORDER BY $order_by $order LIMIT ".$pageNav->getStart().",".$pageNav->getLimit();
//echo $query;
@@ -346,20 +366,23 @@ $negorder=$order=='DESC'?'ASC':'DESC'; //Negate the sorting..
<?php
}
- if($showassigned){ ?>
- <th width="150">
- <a <?php echo $assignee_sort; ?> href="tickets.php?sort=assignee&order=<?php echo $negorder; ?><?php echo $qstr; ?>"
- title="Sort By Assignee <?php echo $negorder;?>">Assigned To</a></th>
- <?php
- } elseif(!strcasecmp($status,'closed')) { ?>
- <th width="150">
- <a <?php echo $staff_sort; ?> href="tickets.php?sort=staff&order=<?php echo $negorder; ?><?php echo $qstr; ?>"
- title="Sort By Closing Staff Name <?php echo $negorder; ?>">Closed By</a></th>
- <?php
+ if($showassigned ) {
+ //Closed by
+ if(!strcasecmp($status,'closed')) { ?>
+ <th width="150">
+ <a <?php echo $staff_sort; ?> href="tickets.php?sort=staff&order=<?php echo $negorder; ?><?php echo $qstr; ?>"
+ title="Sort By Closing Staff Name <?php echo $negorder; ?>">Closed By</a></th>
+ <?php
+ } else { //assigned to ?>
+ <th width="150">
+ <a <?php echo $assignee_sort; ?> href="tickets.php?sort=assignee&order=<?php echo $negorder; ?><?php echo $qstr; ?>"
+ title="Sort By Assignee <?php echo $negorder;?>">Assigned To</a></th>
+ <?php
+ }
} else { ?>
- <th width="150">
- <a <?php echo $dept_sort; ?> href="tickets.php?sort=dept&order=<?php echo $negorder;?><?php echo $qstr; ?>"
- title="Sort By Department <?php echo $negorder; ?>">Department</a></th>
+ <th width="150">
+ <a <?php echo $dept_sort; ?> href="tickets.php?sort=dept&order=<?php echo $negorder;?><?php echo $qstr; ?>"
+ title="Sort By Department <?php echo $negorder; ?>">Department</a></th>
<?php
} ?>
</tr>
@@ -379,7 +402,7 @@ $negorder=$order=='DESC'?'ASC':'DESC'; //Negate the sorting..
$flag='overdue';
$lc='';
- if($showassigned || !strcasecmp($status,'closed')) {
+ if($showassigned) {
if($row['staff_id'])
$lc=sprintf('<span class="Icon staffAssigned">%s</span>',Format::truncate($row['staff'],40));
elseif($row['team_id'])
@@ -544,6 +567,11 @@ $negorder=$order=='DESC'?'ASC':'DESC'; //Negate the sorting..
<select id="status" name="status">
<option value="">— Any Status —</option>
<option value="open">Open</option>
+ <?php
+ if(!$cfg->showAnsweredTickets()) {?>
+ <option value="answered">Answered</option>
+ <?php
+ } ?>
<option value="overdue">Overdue</option>
<option value="closed">Closed</option>
</select>
@@ -563,7 +591,9 @@ $negorder=$order=='DESC'?'ASC':'DESC'; //Negate the sorting..
<fieldset class="owner">
<label for="assignee">Assigned To:</label>
<select id="assignee" name="assignee">
- <option value="0">— Anyone —</option>
+ <option value="">— Anyone —</option>
+ <option value="0">— Unassigned —</option>
+ <option value="<?php echo $thisstaff->getId(); ?>">Me</option>
<?php
if(($users=Staff::getStaffMembers())) {
echo '<OPTGROUP label="Staff Members ('.count($users).')">';
@@ -587,6 +617,7 @@ $negorder=$order=='DESC'?'ASC':'DESC'; //Negate the sorting..
<label for="staffId">Closed By:</label>
<select id="staffId" name="staffId">
<option value="0">— Anyone —</option>
+ <option value="<?php echo $thisstaff->getId(); ?>">Me</option>
<?php
if(($users=Staff::getStaffMembers())) {
foreach($users as $id => $name)
@@ -595,6 +626,18 @@ $negorder=$order=='DESC'?'ASC':'DESC'; //Negate the sorting..
?>
</select>
</fieldset>
+ <fieldset>
+ <label for="topicId">Help Topic:</label>
+ <select id="topicId" name="topicId">
+ <option value="" selected >— All Help Topics —</option>
+ <?php
+ if($topics=Topic::getHelpTopics()) {
+ foreach($topics as $id =>$name)
+ echo sprintf('<option value="%d" >%s</option>', $id, $name);
+ }
+ ?>
+ </select>
+ </fieldset>
<fieldset class="date_range">
<label>Date Range:</label>
<input class="dp" type="input" size="20" name="startDate">
diff --git a/scp/js/scp.js b/scp/js/scp.js
index cf32e42d8b638ff1b465cb23eb9a196e72be31ba..8ce35149ee3909130fa8d1a42ff202246ccb8981 100644
--- a/scp/js/scp.js
+++ b/scp/js/scp.js
@@ -369,6 +369,7 @@ $(document).ready(function(){
break;
case 'open':
case 'overdue':
+ case 'answered':
$('select#staffId').find('option:first').attr('selected', 'selected').parent('select');
$('select#staffId').attr('disabled','disabled');
$('select#assignee').removeAttr('disabled');
diff --git a/scp/tickets.php b/scp/tickets.php
index 9e436f200fe08f3348423d46f0118ba101fa0813..37683eabfc7adc13ed2a7580ea35fdbdb34ce496 100644
--- a/scp/tickets.php
+++ b/scp/tickets.php
@@ -450,7 +450,7 @@ $stats= $thisstaff->getTicketsStats();
//Navigation
$nav->setTabActive('tickets');
if($cfg->showAnsweredTickets()) {
- $nav->addSubMenu(array('desc'=>'Open ('.($stats['open']+$stats['answered']).')',
+ $nav->addSubMenu(array('desc'=>'Open ('.number_format($stats['open']+$stats['answered']).')',
'title'=>'Open Tickets',
'href'=>'tickets.php',
'iconclass'=>'Ticket'),
@@ -458,7 +458,7 @@ if($cfg->showAnsweredTickets()) {
} else {
if($stats) {
- $nav->addSubMenu(array('desc'=>'Open ('.$stats['open'].')',
+ $nav->addSubMenu(array('desc'=>'Open ('.number_format($stats['open']).')',
'title'=>'Open Tickets',
'href'=>'tickets.php',
'iconclass'=>'Ticket'),
@@ -466,7 +466,7 @@ if($cfg->showAnsweredTickets()) {
}
if($stats['answered']) {
- $nav->addSubMenu(array('desc'=>'Answered ('.$stats['answered'].')',
+ $nav->addSubMenu(array('desc'=>'Answered ('.number_format($stats['answered']).')',
'title'=>'Answered Tickets',
'href'=>'tickets.php?status=answered',
'iconclass'=>'answeredTickets'),
@@ -478,7 +478,7 @@ if($stats['assigned']) {
if(!$ost->getWarning() && $stats['assigned']>10)
$ost->setWarning($stats['assigned'].' tickets assigned to you! Do something about it!');
- $nav->addSubMenu(array('desc'=>'My Tickets ('.$stats['assigned'].')',
+ $nav->addSubMenu(array('desc'=>'My Tickets ('.number_format($stats['assigned']).')',
'title'=>'Assigned Tickets',
'href'=>'tickets.php?status=assigned',
'iconclass'=>'assignedTickets'),
@@ -486,7 +486,7 @@ if($stats['assigned']) {
}
if($stats['overdue']) {
- $nav->addSubMenu(array('desc'=>'Overdue ('.$stats['overdue'].')',
+ $nav->addSubMenu(array('desc'=>'Overdue ('.number_format($stats['overdue']).')',
'title'=>'Stale Tickets',
'href'=>'tickets.php?status=overdue',
'iconclass'=>'overdueTickets'),
@@ -497,14 +497,14 @@ if($stats['overdue']) {
}
if($thisstaff->showAssignedOnly() && $stats['closed']) {
- $nav->addSubMenu(array('desc'=>'My Closed Tickets ('.$stats['closed'].')',
+ $nav->addSubMenu(array('desc'=>'My Closed Tickets ('.number_format($stats['closed']).')',
'title'=>'My Closed Tickets',
'href'=>'tickets.php?status=closed',
'iconclass'=>'closedTickets'),
($_REQUEST['status']=='closed'));
} else {
- $nav->addSubMenu(array('desc'=>'Closed Tickets',
+ $nav->addSubMenu(array('desc'=>'Closed Tickets ('.number_format($stats['closed']).')',
'title'=>'Closed Tickets',
'href'=>'tickets.php?status=closed',
'iconclass'=>'closedTickets'),