diff --git a/assets/default/css/theme.css b/assets/default/css/theme.css
index 3f1cb699c0c6d477b45bec4a4e08b2626b75ade4..88c4898a80b62ae5be6ede550948a3e217fd3a8a 100644
--- a/assets/default/css/theme.css
+++ b/assets/default/css/theme.css
@@ -708,6 +708,13 @@ a.refresh {
font-size: 12px;
padding: 5px;
}
+
+#ticketThread table th span {
+ font-weight:normal;
+ color:#888;
+ padding-left:20px;
+}
+
#ticketThread table td {
padding: 5px;
}
diff --git a/include/class.config.php b/include/class.config.php
index e4183779f4db2da35eea349b252512df97af2baf..626e11c9a0e3eb466046f3539b9ed16ecb7c0c7e 100644
--- a/include/class.config.php
+++ b/include/class.config.php
@@ -168,6 +168,10 @@ class Config {
function showRelatedTickets() {
return $this->config['show_related_tickets'];
}
+
+ function showNotesInline(){
+ return $this->config['show_notes_inline'];
+ }
function getClientTimeout() {
return $this->getClientSessionTimeout();
@@ -675,6 +679,7 @@ class Config {
',show_assigned_tickets='.db_input(isset($vars['show_assigned_tickets'])?1:0).
',show_answered_tickets='.db_input(isset($vars['show_answered_tickets'])?1:0).
',show_related_tickets='.db_input(isset($vars['show_related_tickets'])?1:0).
+ ',show_notes_inline='.db_input(isset($vars['show_notes_inline'])?1:0).
',hide_staff_name='.db_input(isset($vars['hide_staff_name'])?1:0);
return (db_query($sql));
diff --git a/include/client/view.inc.php b/include/client/view.inc.php
index f67e6d94bd3a4456e30b17797254dff49204b960..debddc4ed4713aeb3dec50b48e1fcb5bfe2f9ccc 100644
--- a/include/client/view.inc.php
+++ b/include/client/view.inc.php
@@ -59,46 +59,25 @@ if(!$dept || !$dept->isPublic())
<span class="Icon thread">Ticket Thread</span>
<div id="ticketThread">
<?php
-if($ticket->getThreadCount() && ($messages = $ticket->getMessages())) {
-
- foreach($messages as $message) {?>
-
- <table class="message" cellspacing="0" cellpadding="1" width="800" border="0">
-
- <tr><th><?php echo Format::db_datetime($message['created']); ?></th></tr>
-
- <tr><td><?php echo Format::display($message['body']); ?></td></tr>
-
+if($ticket->getThreadCount() && ($thread=$ticket->getClientThread())) {
+ $threadType=array('M' => 'message', 'R' => 'response');
+ foreach($thread as $entry) {
+ //Making sure internal notes are not displayed due to backend MISTAKES!
+ if(!$threadType[$entry['thread_type']]) continue;
+ $poster = $entry['poster'];
+ if($entry['thread_type']=='R' && $cfg->hideStaffName())
+ $poster = ' ';
+ ?>
+ <table class="<?php echo $threadType[$entry['thread_type']]; ?>" cellspacing="0" cellpadding="1" width="800" border="0">
+ <tr><th><?php echo Format::db_datetime($entry['created']); ?> <span><?php echo $poster; ?></span></th></tr>
+ <tr><td><?php echo Format::display($entry['body']); ?></td></tr>
<?php
-
- if($message['attachments'] && ($links=$ticket->getAttachmentsLinks($message['id'],'M'))) { ?>
-
+ if($entry['attachments'] && ($links=$ticket->getAttachmentsLinks($entry['id'], $entry['thread_type']))) { ?>
<tr><td class="info"><?php echo $links; ?></td></tr>
-
<?php
-
} ?>
-
</table>
- <?php
- if($message['responses'] && ($responses=$ticket->getResponses($message['id']))) {
- foreach($responses as $resp) {
- $staff=$cfg->hideStaffName()?'staff':Format::htmlchars($resp['staff_name']);
- ?>
- <table class="response" cellspacing="0" cellpadding="1" width="100%" border="0">
- <tr>
- <th><?php echo Format::db_datetime($resp['created']);?> - <?php echo $staff; ?></th>
- </tr>
- <tr><td><?php echo Format::display($resp['body']); ?></td></tr>
- <?php
- if($resp['attachments'] && ($links=$ticket->getAttachmentsLinks($resp['id'],'R'))) {?>
- <tr><td class="info"><?php echo $links; ?></td></tr>
- <?php
- }?>
- </table>
- <?
- }
- }
+ <?php
}
}
?>
diff --git a/include/staff/settings-tickets.inc.php b/include/staff/settings-tickets.inc.php
index bcf7347a74cf6d5bf5e9c60cfbe1b28729bbaffd..5ada80f48bca4edfb7221e6916aa5e46efb85d94 100644
--- a/include/staff/settings-tickets.inc.php
+++ b/include/staff/settings-tickets.inc.php
@@ -1,140 +1,148 @@
-<form action="settings.php?t=tickets" method="post" id="save">
-<input type="hidden" name="t" value="tickets" >
-<table class="form_table settings_table" width="940" border="0" cellspacing="0" cellpadding="2">
- <thead>
- <tr>
- <th colspan="2">
- <h4>Ticket Settings and Options</h4>
- <em>Global ticket settings and options.</em>
- </th>
- </tr>
- </thead>
- <tbody>
- <tr><td width="220" class="required">Ticket IDs:</td>
- <td>
- <input type="radio" name="random_ticket_ids" value="0" <?php echo !$config['random_ticket_ids']?'checked="checked"':''; ?> />
- Sequential
- <input type="radio" name="random_ticket_ids" value="1" <?php echo $config['random_ticket_ids']?'checked="checked"':''; ?> />
- Random <em>(highly recommended)</em>
- </td>
- </tr>
-
- <tr>
- <td width="180" class="required">
- Default SLA:
- </td>
- <td>
- <select name="default_sla_id">
- <option value="0">— None —</option>
- <?php
- $sql='SELECT id,name FROM '.SLA_TABLE.' sla ORDER by name';
- if(($res=db_query($sql)) && db_num_rows($res)){
- while(list($id,$name)=db_fetch_row($res)){
- $selected=($config['default_sla_id'] && $id==$config['default_sla_id'])?'selected="selected"':'';
- echo sprintf('<option value="%d" %s>%s</option>',$id,$selected,$name);
- }
- }
- ?>
- </select>
- <span class="error">* <?php echo $errors['default_sla_id']; ?></span>
- </td>
- </tr>
- <tr>
- <td width="180" class="required">Default Priority:</td>
- <td>
- <select name="default_priority_id">
+<form action="settings.php?t=tickets" method="post" id="save">
+<input type="hidden" name="t" value="tickets" >
+<table class="form_table settings_table" width="940" border="0" cellspacing="0" cellpadding="2">
+ <thead>
+ <tr>
+ <th colspan="2">
+ <h4>Ticket Settings and Options</h4>
+ <em>Global ticket settings and options.</em>
+ </th>
+ </tr>
+ </thead>
+ <tbody>
+ <tr><td width="220" class="required">Ticket IDs:</td>
+ <td>
+ <input type="radio" name="random_ticket_ids" value="0" <?php echo !$config['random_ticket_ids']?'checked="checked"':''; ?> />
+ Sequential
+ <input type="radio" name="random_ticket_ids" value="1" <?php echo $config['random_ticket_ids']?'checked="checked"':''; ?> />
+ Random <em>(highly recommended)</em>
+ </td>
+ </tr>
+
+ <tr>
+ <td width="180" class="required">
+ Default SLA:
+ </td>
+ <td>
+ <select name="default_sla_id">
+ <option value="0">— None —</option>
<?php
- $priorities= db_query('SELECT priority_id,priority_desc FROM '.TICKET_PRIORITY_TABLE);
- while (list($id,$tag) = db_fetch_row($priorities)){ ?>
- <option value="<?php echo $id; ?>"<?php echo ($config['default_priority_id']==$id)?'selected':''; ?>><?php echo $tag; ?></option>
+ $sql='SELECT id,name FROM '.SLA_TABLE.' sla ORDER by name';
+ if(($res=db_query($sql)) && db_num_rows($res)){
+ while(list($id,$name)=db_fetch_row($res)){
+ $selected=($config['default_sla_id'] && $id==$config['default_sla_id'])?'selected="selected"':'';
+ echo sprintf('<option value="%d" %s>%s</option>',$id,$selected,$name);
+ }
+ }
+ ?>
+ </select>
+ <span class="error">* <?php echo $errors['default_sla_id']; ?></span>
+ </td>
+ </tr>
+ <tr>
+ <td width="180" class="required">Default Priority:</td>
+ <td>
+ <select name="default_priority_id">
<?php
- } ?>
- </select>
- <span class="error">* <?php echo $errors['default_priority_id']; ?></span>
- </td>
- </tr>
- <tr>
- <td width="180">Web Tickets Priority</td>
- <td>
- <input type="checkbox" name="allow_priority_change" value="1" <?php echo $config['allow_priority_change'] ?'checked="checked"':''; ?>>
- <em>(Allow user to overwrite/set priority)</em>
- </td>
- </tr>
- <tr>
- <td width="180">Emailed Tickets Priority</td>
- <td>
- <input type="checkbox" name="use_email_priority" value="1" <?php echo $config['use_email_priority'] ?'checked="checked"':''; ?> >
- <em>(Use email priority when available)</em>
- </td>
- </tr>
- <tr>
- <td width="180">Show Related Tickets</td>
- <td>
- <input type="checkbox" name="show_related_tickets" value="1" <?php echo $config['show_related_tickets'] ?'checked="checked"':''; ?> >
- <em>(Show all related tickets on user login - otherwise access is restricted to one ticket view per login)</em>
- </td>
- </tr>
- <tr>
- <td>Human Verification:</td>
- <td>
- <input type="checkbox" name="enable_captcha" <?php echo $config['enable_captcha']?'checked="checked"':''; ?>>
- Enable CAPTCHA on new web tickets.<em>(requires GDLib)</em> <font class="error"> <?php echo $errors['enable_captcha']; ?></font><br/>
- </td>
- </tr>
- <tr>
- <td>Maximum <b>Open</b> Tickets:</td>
- <td>
- <input type="text" name="max_open_tickets" size=4 value="<?php echo $config['max_open_tickets']; ?>">
- per email/user. <em>(Helps with spam and email flood control - enter 0 for unlimited)</em>
- </td>
- </tr>
- <tr>
- <td>Ticket Auto-lock Time:</td>
- <td>
- <input type="text" name="autolock_minutes" size=4 value="<?php echo $config['autolock_minutes']; ?>">
- <font class="error"><?php echo $errors['autolock_minutes']; ?></font>
- <em>(Minutes to lock a ticket on activity - enter 0 to disable locking)</em>
- </td>
- </tr>
- <tr>
- <td>Reopened Tickets:</td>
- <td>
- <input type="checkbox" name="auto_assign_reopened_tickets" <?php echo $config['auto_assign_reopened_tickets']?'checked="checked"':''; ?>>
- Auto-assign reopened tickets to the last available respondent.
- </td>
- </tr>
- <tr>
- <td>Assigned Tickets:</td>
- <td>
- <input type="checkbox" name="show_assigned_tickets" <?php echo $config['show_assigned_tickets']?'checked="checked"':''; ?>>
- Show assigned tickets on open queue.
- </td>
- </tr>
- <tr>
- <td>Answered Tickets:</td>
- <td>
- <input type="checkbox" name="show_answered_tickets" <?php echo $config['show_answered_tickets']?'checked="checked"':''; ?>>
- Show answered tickets on open queue.
- </td>
- </tr>
- <tr>
- <td>Ticket Activity Log:</td>
- <td>
- <input type="checkbox" name="log_ticket_activity" <?php echo $config['log_ticket_activity']?'checked="checked"':''; ?>>
- Log ticket activity as internal notes.
- </td>
- </tr>
- <tr>
- <td>Staff Identity Masking:</td>
- <td>
- <input type="checkbox" name="hide_staff_name" <?php echo $config['hide_staff_name']?'checked="checked"':''; ?>>
- Hide staff's name on responses.
- </td>
- </tr>
- </tbody>
-</table>
-<p style="padding-left:250px;">
- <input class="button" type="submit" name="submit" value="Save Changes">
- <input class="button" type="reset" name="reset" value="Reset Changes">
-</p>
-</form>
+ $priorities= db_query('SELECT priority_id,priority_desc FROM '.TICKET_PRIORITY_TABLE);
+ while (list($id,$tag) = db_fetch_row($priorities)){ ?>
+ <option value="<?php echo $id; ?>"<?php echo ($config['default_priority_id']==$id)?'selected':''; ?>><?php echo $tag; ?></option>
+ <?php
+ } ?>
+ </select>
+ <span class="error">* <?php echo $errors['default_priority_id']; ?></span>
+ </td>
+ </tr>
+ <tr>
+ <td width="180">Web Tickets Priority</td>
+ <td>
+ <input type="checkbox" name="allow_priority_change" value="1" <?php echo $config['allow_priority_change'] ?'checked="checked"':''; ?>>
+ <em>(Allow user to overwrite/set priority)</em>
+ </td>
+ </tr>
+ <tr>
+ <td width="180">Emailed Tickets Priority</td>
+ <td>
+ <input type="checkbox" name="use_email_priority" value="1" <?php echo $config['use_email_priority'] ?'checked="checked"':''; ?> >
+ <em>(Use email priority when available)</em>
+ </td>
+ </tr>
+ <tr>
+ <td width="180">Show Related Tickets</td>
+ <td>
+ <input type="checkbox" name="show_related_tickets" value="1" <?php echo $config['show_related_tickets'] ?'checked="checked"':''; ?> >
+ <em>(Show all related tickets on user login - otherwise access is restricted to one ticket view per login)</em>
+ </td>
+ </tr>
+ <tr>
+ <td width="180">Show Notes Inline</td>
+ <td>
+ <input type="checkbox" name="show_notes_inline" value="1" <?php echo $config['show_notes_inline'] ?'checked="checked"':''; ?> >
+ <em>(Show internal notes inline)</em>
+ </td>
+ </tr>
+ <tr>
+ <td>Human Verification:</td>
+ <td>
+ <input type="checkbox" name="enable_captcha" <?php echo $config['enable_captcha']?'checked="checked"':''; ?>>
+ Enable CAPTCHA on new web tickets.<em>(requires GDLib)</em> <font class="error"> <?php echo $errors['enable_captcha']; ?></font><br/>
+ </td>
+ </tr>
+ <tr>
+ <td>Maximum <b>Open</b> Tickets:</td>
+ <td>
+ <input type="text" name="max_open_tickets" size=4 value="<?php echo $config['max_open_tickets']; ?>">
+ per email/user. <em>(Helps with spam and email flood control - enter 0 for unlimited)</em>
+ </td>
+ </tr>
+ <tr>
+ <td>Ticket Auto-lock Time:</td>
+ <td>
+ <input type="text" name="autolock_minutes" size=4 value="<?php echo $config['autolock_minutes']; ?>">
+ <font class="error"><?php echo $errors['autolock_minutes']; ?></font>
+ <em>(Minutes to lock a ticket on activity - enter 0 to disable locking)</em>
+ </td>
+ </tr>
+ <tr>
+ <td>Reopened Tickets:</td>
+ <td>
+ <input type="checkbox" name="auto_assign_reopened_tickets" <?php echo $config['auto_assign_reopened_tickets']?'checked="checked"':''; ?>>
+ Auto-assign reopened tickets to the last available respondent.
+ </td>
+ </tr>
+ <tr>
+ <td>Assigned Tickets:</td>
+ <td>
+ <input type="checkbox" name="show_assigned_tickets" <?php echo $config['show_assigned_tickets']?'checked="checked"':''; ?>>
+ Show assigned tickets on open queue.
+ </td>
+ </tr>
+ <tr>
+ <td>Answered Tickets:</td>
+ <td>
+ <input type="checkbox" name="show_answered_tickets" <?php echo $config['show_answered_tickets']?'checked="checked"':''; ?>>
+ Show answered tickets on open queue.
+ </td>
+ </tr>
+ <tr>
+ <td>Ticket Activity Log:</td>
+ <td>
+ <input type="checkbox" name="log_ticket_activity" <?php echo $config['log_ticket_activity']?'checked="checked"':''; ?>>
+ Log ticket activity as internal notes.
+ </td>
+ </tr>
+ <tr>
+ <td>Staff Identity Masking:</td>
+ <td>
+ <input type="checkbox" name="hide_staff_name" <?php echo $config['hide_staff_name']?'checked="checked"':''; ?>>
+ Hide staff's name on responses.
+ </td>
+ </tr>
+ </tbody>
+</table>
+<p style="padding-left:250px;">
+ <input class="button" type="submit" name="submit" value="Save Changes">
+ <input class="button" type="reset" name="reset" value="Reset Changes">
+</p>
+</form>
+
diff --git a/include/staff/ticket-view.inc.php b/include/staff/ticket-view.inc.php
index faac0f86ef791a8726c266a8121a980860ddc267..ff46ace13e8c13f37e51317429409d3244f9932b 100644
--- a/include/staff/ticket-view.inc.php
+++ b/include/staff/ticket-view.inc.php
@@ -171,11 +171,21 @@ if($ticket->isOverdue())
</tr>
</table>
<div class="clear" style="padding-bottom:10px;"></div>
+<?php
+$tcount = $ticket->getThreadCount();
+if($cfg->showNotesInline())
+ $tcount+= $ticket->getNumNotes();
+?>
<ul id="threads">
- <li><a class="active" id="toggle_ticket_thread" href="#">Ticket Thread (<?php echo $ticket->getThreadCount(); ?>)</a></li>
+ <li><a class="active" id="toggle_ticket_thread" href="#">Ticket Thread (<?php echo $tcount; ?>)</a></li>
+ <?php
+ if(!$cfg->showNotesInline()) {?>
<li><a id="toggle_notes" href="#">Internal Notes (<?php echo $ticket->getNumNotes(); ?>)</a></li>
+ <?php
+ }?>
</ul>
-
+<?php
+if(!$cfg->showNotesInline()) { ?>
<div id="ticket_notes">
<?php
/* Internal Notes */
@@ -189,14 +199,14 @@ if($ticket->isOverdue())
<?php
echo sprintf('%s <em>posted by <b>%s</b></em>',
Format::htmlchars($note['title']),
- Format::htmlchars($note['source']));
+ Format::htmlchars($note['poster']));
?>
</th>
<th class="date" width="300"><?php echo Format::db_datetime($note['created']); ?></th>
</tr>
<tr>
<td colspan="2">
- <?php echo Format::htmlchars($note['body']); ?>
+ <?php echo Format::display($note['body']); ?>
</td>
</tr>
<?php
@@ -213,45 +223,32 @@ if($ticket->isOverdue())
echo "<p>No internal notes found.</p>";
}?>
</div>
+<?php
+} ?>
<div id="ticket_thread">
<?php
- /* -------- Messages & Responses -------------*/
- if($ticket->getThreadCount() && ($messages = $ticket->getMessages())) {
- foreach($messages as $message) {?>
- <table class="message" cellspacing="0" cellpadding="1" width="940" border="0">
- <tr><th><?php echo Format::db_datetime($message['created']); ?></th></tr>
- <tr><td><?php echo Format::display($message['body']); ?></td></tr>
+ $threadTypes=array('M'=>'message','R'=>'response', 'N'=>'note');
+ /* -------- Messages & Responses & Notes (if inline)-------------*/
+ if(($thread=$ticket->getThread($cfg->showNotesInline()))) {
+ foreach($thread as $entry) {
+ ?>
+ <table class="<?php echo $threadTypes[$entry['thread_type']]; ?>" cellspacing="0" cellpadding="1" width="940" border="0">
+ <tr><th width="640"><?php echo Format::db_datetime($entry['created']);?>
+ <span><?php echo Format::htmlchars($entry['title']); ?></span>
+ </th>
+ <th width="300" class="tmeta"><?php echo Format::htmlchars($entry['poster']); ?></th></tr>
+ <tr><td colspan=2><?php echo Format::display($entry['body']); ?></td></tr>
<?php
- if($message['attachments'] && ($links=$ticket->getAttachmentsLinks($message['id'],'M'))) {?>
+ if($entry['attachments'] && ($links=$ticket->getAttachmentsLinks($entry['id'], $entry['thread_type']))) {?>
<tr>
- <td class="info"><?php echo $links; ?></td>
+ <td class="info" colspan=2><?php echo $links; ?></td>
</tr>
<?php
}?>
</table>
<?php
- /* --------- Responses ------------ */
- if($message['responses'] && ($responses=$ticket->getResponses($message['id']))) {
- foreach($responses as $resp) {?>
- <table class="response" cellspacing="0" cellpadding="1" width="100%" border="0">
- <tr>
- <th><?php echo Format::db_datetime($resp['created']); ?> - <?php echo Format::htmlchars($resp['staff_name']); ?></th>
- </tr>
- <tr>
- <td><?php echo Format::display($resp['body']); ?></td>
- </tr>
- <?php
- if($resp['attachments'] && ($links=$ticket->getAttachmentsLinks($resp['id'],'R'))) {?>
- <tr>
- <td class="info"><?php echo $links; ?></td>
- </tr>
- <?php
- }?>
- </table>
- <?php
- }
- }
- $msgId=$message['id'];
+ if($entry['thread_type']=='M')
+ $msgId=$entry['id'];
}
} else {
echo '<p>Error fetching ticket thread - get technical help.</p>';