diff --git a/include/staff/ticket-view.inc.php b/include/staff/ticket-view.inc.php
index 4d171fd8f3a65f2257b53a6fd8dd9052b32ed156..111852e3883b48ca3238b00aeb958751d1ee7a9c 100644
--- a/include/staff/ticket-view.inc.php
+++ b/include/staff/ticket-view.inc.php
@@ -359,36 +359,47 @@ if(!$cfg->showNotesInline()) { ?>
<input type="hidden" name="a" value="reply">
<span class="error"></span>
<table border="0" cellspacing="0" cellpadding="3">
- <tr>
- <td width="160"> </td>
- <td class="error"><?php echo $errors['response']; ?></td>
- </tr>
- <?php
- if(($cannedResponses=Canned::responsesByDeptId($ticket->getDeptId()))) {?>
<tr>
<td width="160">
- <label> </label>
+ <label><strong>TO:</strong></label>
</td>
<td width="765">
- <select id="cannedResp" name="cannedResp">
- <option value="0" selected="selected">Select a canned response</option>
- <?php
- foreach($cannedResponses as $id =>$title) {
- echo sprintf('<option value="%d">%s</option>',$id,$title);
- }
- ?>
- </select>
+ <?php
+ $to = $ticket->getEmail();
+ if(($name=$ticket->getName()) && !strpos($name,'@'))
+ $to =sprintf('%s <em><%s></em>', $name, $ticket->getEmail());
+ echo $to;
+ ?>
- <label><input type='checkbox' value='1' name="append" id="append" checked="checked"> Append</label>
+ <label><input type='checkbox' value='1' name="emailreply" id="remailreply"
+ <?php echo ((!$info['emailreply'] && !$errors) || isset($info['emailreply']))?'checked="checked"':''; ?>> Email Reply</label>
</td>
</tr>
<?php
+ if($errors['response']) {?>
+ <tr><td width="160"> </td><td class="error"><?php echo $errors['response']; ?> </td></tr>
+ <?php
}?>
<tr>
<td width="160">
<label><strong>Response:</strong></label>
</td>
<td width="765">
+ <?php
+ if(($cannedResponses=Canned::responsesByDeptId($ticket->getDeptId()))) {?>
+ <select id="cannedResp" name="cannedResp">
+ <option value="0" selected="selected">Select a canned response</option>
+ <?php
+ foreach($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>
+ <br>
+ <?php
+ }?>
<textarea name="response" id="response" cols="50" rows="9" wrap="soft"><?php echo $info['response']; ?></textarea>
</td>
</tr>
@@ -468,31 +479,29 @@ if(!$cfg->showNotesInline()) { ?>
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="postnote">
<table border="0" cellspacing="0" cellpadding="3">
+ <?php
+ if($errors['note']) {?>
<tr>
<td width="160"> </td>
- <td class="error"><?php echo $errors['note']; ?></td>
- </tr>
- <tr>
- <td width="160">
- <label><strong>Title:</strong></label>
- </td>
- <td width="765">
- <input type="text" name="title" id="title" size="45" value="<?php echo $info['title']; ?>" >
- <span class="error">* <?php echo $errors['title']; ?></span>
- </td>
+ <td class="error"><?php echo $errors['postnote']; ?></td>
</tr>
+ <?php
+ } ?>
<tr>
<td width="160">
- <label><strong>Note:</strong></label>
+ <label><strong>Internal Note:</strong></label>
</td>
<td width="765">
- <div><span class="faded">Internal note details</span>
- <span class="error">* <?php echo $errors['internal_note']; ?></span></div>
- <textarea name="internal_note" id="internal_note" cols="50" rows="9" wrap="soft"
- style="width:600px"><?php echo $info['internal_note']; ?></textarea>
+ <div><span class="faded">Note details</span>
+ <span class="error">* <?php echo $errors['note']; ?></span></div>
+ <textarea name="note" id="internal_note" cols="80" rows="9" wrap="soft"><?php echo $info['note']; ?></textarea><br>
+ <div>
+ <span class="faded">Note title - sumarry of the note (optional)</span>
+ <span class="error" <?php echo $errors['title']; ?></span>
+ </div>
+ <input type="text" name="title" id="title" size="60" value="<?php echo $info['title']; ?>" >
</td>
</tr>
-
<?php
if($cfg->allowAttachments()) { ?>
<tr>
@@ -510,36 +519,54 @@ if(!$cfg->showNotesInline()) { ?>
<?php
}
?>
+ <tr><td colspan="2"> </td></tr>
<tr>
<td width="160">
<label>Ticket Status:</label>
</td>
<td width="765">
- <?php
- $statusChecked=isset($info['note_ticket_state'])?'checked="checked"':'';
- if($ticket->isClosed()){ ?>
- <label><input type="checkbox" name="note_ticket_state" id="note_ticket_state" value="open"
- <?php echo $statusChecked; ?>> Reopen Ticket</label>
- <?php
- } elseif(0 && $thisstaff->canCloseTickets()) { ?>
- <label><input type="checkbox" name="note_ticket_state" id="note_ticket_state" value="Closed"
- <?php echo $statusChecked; ?>> Close Ticket</label>
- <?php
- } elseif($ticket->isAnswered()) { ?>
- <label>
- <input type="checkbox" name="note_ticket_state" id="note_ticket_state" value="Unanswered"
- <?php echo $statusChecked; ?>>
- Mark Unanswered
- </label>
- <?php
- } else { ?>
- <label>
- <input type="checkbox" name="note_ticket_state" id="note_ticket_state" value="Answered"
- <?php echo $statusChecked; ?>>
- Mark Answered
- </label>
- <?php
- } ?>
+ <div class="faded"></div>
+ <select name="state">
+ <option value="" selected="selected">— unchanged —</option>
+ <?php
+ $state = $info['state'];
+ if($ticket->isClosed()){
+ echo sprintf('<option value="open" %s>Reopen Ticket</option>',
+ ($state=='reopen')?'selected="selelected"':'');
+ } else {
+ if($thisstaff->canCloseTickets())
+ echo sprintf('<option value="closed" %s>Close Ticket</option>',
+ ($state=='closed')?'selected="selelected"':'');
+
+ /* Ticket open - states */
+ echo '<option value="" disabled="disabled">— Ticket States —</option>';
+
+ //Answer - state
+ if($ticket->isAnswered())
+ echo sprintf('<option value="unanswered" %s>Mark As Unanswered</option>',
+ ($state=='unanswered')?'selected="selelected"':'');
+ else
+ echo sprintf('<option value="answered" %s>Mark As Answered</option>',
+ ($state=='answered')?'selected="selelected"':'');
+
+ //overdue - state
+ // Only department manager can set/clear overdue flag directly.
+ // Staff with edit perm. can still set overdue date & change SLA.
+ if($dept && $dept->isManager($thisstaff)) {
+ if(!$ticket->isOverdue())
+ echo sprintf('<option value="overdue" %s>Flag As Overdue</option>',
+ ($state=='answered')?'selected="selelected"':'');
+ else
+ echo sprintf('<option value="notdue" %s>Clear Overdue Flag</option>',
+ ($state=='notdue')?'selected="selelected"':'');
+
+ if($ticket->isAssigned())
+ echo sprintf('<option value="unassigned" %s>Release (Unassign) Ticket</option>',
+ ($state=='unassigned')?'selected="selelected"':'');
+ }
+ }?>
+ </select>
+ <span class='error'>* <?php echo $errors['state']; ?></span>
</td>
</tr>
</div>
@@ -557,15 +584,24 @@ if(!$cfg->showNotesInline()) { ?>
<input type="hidden" name="ticket_id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="transfer">
<table border="0" cellspacing="0" cellpadding="3">
+ <?php
+ if($errors['transfer']) {
+ ?>
<tr>
<td width="160"> </td>
<td class="error"><?php echo $errors['transfer']; ?></td>
</tr>
+ <?php
+ } ?>
<tr>
<td width="160">
<label for="deptId"><strong>Department:</strong></label>
</td>
<td width="765">
+ <?php
+ echo sprintf('<span class="faded">Ticket is currently in <b>%s</b> department.</span>', $ticket->getDeptName());
+ ?>
+ <br>
<select id="deptId" name="deptId">
<option value="0" selected="selected">— Select Target Department —</option>
<?php
@@ -586,9 +622,9 @@ if(!$cfg->showNotesInline()) { ?>
</td>
<td width="765">
<span class="faded">Enter reasons for the transfer.</span>
- <span class="error">* <?php echo $errors['transfer_message']; ?></span><br>
- <textarea name="transfer_message" id="transfer_message"
- cols="80" rows="7" wrap="soft"><?php echo $info['transfer_message']; ?></textarea>
+ <span class="error">* <?php echo $errors['transfer_comments']; ?></span><br>
+ <textarea name="transfer_comments" id="transfer_comments"
+ cols="80" rows="7" wrap="soft"><?php echo $info['transfer_comments']; ?></textarea>
</td>
</tr>
</table>
@@ -606,30 +642,43 @@ if(!$cfg->showNotesInline()) { ?>
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="assign">
<table border="0" cellspacing="0" cellpadding="3">
+
+ <?php
+ if($errors['assign']) {
+ ?>
<tr>
<td width="160"> </td>
- <td>
- <?php
- if($ticket->isAssigned())
- echo sprintf('<em>Ticket is currently assigned to <b>%s</b></em>',$ticket->getAssignee());
- ?>
- </td>
+ <td class="error"><?php echo $errors['assign']; ?></td>
</tr>
+ <?php
+ } ?>
<tr>
<td width="160">
<label for="assignId"><strong>Assignee:</strong></label>
</td>
<td width="765">
+ <?php
+ if($ticket->isAssigned() && $ticket->isOpen()) {
+ echo sprintf('<span class="faded">Ticket is currently assigned to <b>%s</b></span>',
+ $ticket->getAssignee());
+ } else {
+ echo '<span class="faded">Assigning a closed ticket will <b>reopen</b> it!</span>';
+ }
+ ?>
+ <br>
<select id="assignId" name="assignId">
<option value="0" selected="selected">— Select Staff Member OR a Team —</option>
<?php
+ if($ticket->isOpen() && !$ticket->isAssigned())
+ echo sprintf('<option value="%d">Claim Ticket (comments optional)</option>', $thisstaff->getId());
+
$sid=$tid=0;
if(($users=Staff::getAvailableStaffMembers())) {
echo '<OPTGROUP label="Staff Members ('.count($users).')">';
$staffId=$ticket->isAssigned()?$ticket->getStaffId():0;
foreach($users as $id => $name) {
if($staffId && $staffId==$id)
- $name.=' (Assigned)';
+ continue;
$k="s$id";
echo sprintf('<option value="%s" %s>%s</option>',
@@ -643,7 +692,7 @@ if(!$cfg->showNotesInline()) { ?>
$teamId=(!$sid && $ticket->isAssigned())?$ticket->getTeamId():0;
foreach($teams as $id => $name) {
if($teamId && $teamId==$id)
- $name.=' (Assigned)';
+ continue;
$k="t$id";
echo sprintf('<option value="%s" %s>%s</option>',
@@ -660,9 +709,9 @@ if(!$cfg->showNotesInline()) { ?>
<label><strong>Comments:</strong><span class='error'> </span></label>
</td>
<td width="765">
- <span class="faded">Enter reasons for the assignment or instructions.</span>
- <span class="error">* <?php echo $errors['assign_message']; ?></span><br>
- <textarea name="assign_message" id="assign_message" cols="80" rows="7" wrap="soft"><?php echo $info['assign_message']; ?></textarea>
+ <span class="faded">Enter reasons for the assignment or instructions for assignee.</span>
+ <span class="error">* <?php echo $errors['assign_comments']; ?></span><br>
+ <textarea name="assign_comments" id="assign_comments" cols="80" rows="7" wrap="soft"><?php echo $info['assign_comments']; ?></textarea>
</td>
</tr>
</table>
diff --git a/scp/tickets.php b/scp/tickets.php
index cf8619d500d3762d63aa7bb4e3e9c42a489be879..10cce9afc34fcf18f2a2f9a7fa7ebe87da0d0aad 100644
--- a/scp/tickets.php
+++ b/scp/tickets.php
@@ -57,99 +57,109 @@ if($_POST && !$errors):
$wasOpen =($ticket->isOpen());
//If no error...do the do.
- if(!$errors && ($respId=$ticket->postReply($_POST, $errors))) {
+ if(!$errors && ($respId=$ticket->postReply($_POST, $errorsi, isset($_POST['emailreply'])))) {
$msg='Reply posted successfully';
$ticket->reload();
if($ticket->isClosed() && $wasOpen)
$ticket=null;
+
} elseif(!$errors['err']) {
$errors['err']='Unable to post the reply. Correct the errors below and try again!';
}
break;
case 'transfer': /** Transfer ticket **/
//Check permission
- if($thisstaff && $thisstaff->canTransferTickets()) {
+ if(!$thisstaff->canTransferTickets())
+ $errors['err']=$errors['transfer'] = 'Action Denied. You are not allowed to transfer tickets.';
+ else {
+
+ //Check target dept.
if(!$_POST['deptId'])
- $errors['deptId']='Select department';
+ $errors['deptId'] = 'Select department';
elseif($_POST['deptId']==$ticket->getDeptId())
- $errors['deptId']='Ticket already in the Dept.';
+ $errors['deptId'] = 'Ticket already in the department';
elseif(!($dept=Dept::lookup($_POST['deptId'])))
- $errors['deptId']='Unknown or invalid department';
-
- if(!$_POST['transfer_message'])
- $errors['transfer_message'] = 'Transfer comments/notes required';
- elseif(strlen($_POST['transfer_message'])<5)
- $errors['transfer_message'] = 'Transfer comments too short!';
-
- if(!$errors && $ticket->transfer($_POST['deptId'], $_POST['transfer_message'])) {
+ $errors['deptId'] = 'Unknown or invalid department';
+
+ //Transfer message - required.
+ if(!$_POST['transfer_comments'])
+ $errors['transfer_comments'] = 'Transfer comments required';
+ elseif(strlen($_POST['transfer_comments'])<5)
+ $errors['transfer_comments'] = 'Transfer comments too short!';
+
+ //If no errors - them attempt the transfer.
+ if(!$errors && $ticket->transfer($_POST['deptId'], $_POST['transfer_comments'])) {
$msg = 'Ticket transferred successfully to '.$ticket->getDeptName();
//Check to make sure the staff still has access to the ticket
if(!$ticket->checkStaffAccess($thisstaff))
$ticket=null;
- } else {
- $errors['transfer']='Unable to complete the transfer - try again';
- $errors['err']='Missing or invalid data. Correct the error(s) below and try again!';
+ } elseif(!$errors['transfer']) {
+ $errors['err'] = 'Unable to complete the ticket transfer';
+ $errors['transfer']='Correct the error(s) below and try again!';
}
- } else {
- $errors['err']=$errors['transfer']='Action Denied. You are not allowed to transfer tickets.';
}
break;
case 'assign':
- if($thisstaff && $thisstaff->canAssignTickets()) {
- if(!$_POST['assignId'])
+ if(!$thisstaff->canAssignTickets())
+ $errors['err']=$errors['assign'] = 'Action Denied. You are not allowed to assign/reassign tickets.';
+ else {
+
+ $id = preg_replace("/[^0-9]/", "",$_POST['assignId']);
+ $claim = (is_numeric($_POST['assignId']) && $_POST['assignId']==$thisstaff->getId());
+
+ if(!$_POST['assignId'] || !$id)
$errors['assignId'] = 'Select assignee';
- elseif($_POST['assignId'][0]!='s' && $_POST['assignId'][0]!='t')
+ elseif($_POST['assignId'][0]!='s' && $_POST['assignId'][0]!='t' && !$claim)
$errors['assignId']='Invalid assignee ID - get technical support';
elseif($ticket->isAssigned()) {
- $id=preg_replace("/[^0-9]/", "",$_POST['assignId']);
if($_POST['assignId'][0]=='s' && $id==$ticket->getStaffId())
$errors['assignId']='Ticket already assigned to the staff.';
elseif($_POST['assignId'][0]=='t' && $id==$ticket->getTeamId())
$errors['assignId']='Ticket already assigned to the team.';
}
- if(!$_POST['assign_message'])
- $errors['assign_message']='Comments required';
- elseif(strlen($_POST['assign_message'])<5)
- $errors['assign_message']='Comments too short';
-
- if(!$errors && $ticket->assign($_POST['assignId'],$_POST['assign_message'])) {
- $msg='Ticket assigned successfully to '.$ticket->getAssignee();
- TicketLock::removeStaffLocks($thisstaff->getId(),$ticket->getId());
- $ticket=null;
- }elseif(!$errors['err']) {
- $errors['err']='Unable to assign the ticket. Correct the errors below and try again.';
+ //Comments are not required on self-assignment (claim)
+ if($claim && !$_POST['assign_comments'])
+ $_POST['assign_comments'] = 'Ticket claimed by '.$thisstaff->getName();
+ elseif(!$_POST['assign_comments'])
+ $errors['assign_comments'] = 'Assignment comments required';
+ elseif(strlen($_POST['assign_comments'])<5)
+ $errors['assign_comments'] = 'Comment too short';
+
+ if(!$errors && $ticket->assign($_POST['assignId'], $_POST['assign_comments'], !$claim)) {
+ if($claim) {
+ $msg = 'Ticket is NOW assigned to you!';
+ } else {
+ $msg='Ticket assigned successfully to '.$ticket->getAssigned();
+ TicketLock::removeStaffLocks($thisstaff->getId(), $ticket->getId());
+ $ticket=null;
+ }
+ } elseif(!$errors['assign']) {
+ $errors['err'] = 'Unable to complete the ticket assignment';
+ $errors['assign'] = 'Correct the error(s) below and try again!';
}
-
- } else {
- $errors['err']=$errors['assign']='Action Denied. You are not allowed to assign/reassign tickets.';
}
break;
case 'postnote': /* Post Internal Note */
- $fields=array();
- $fields['title'] = array('type'=>'string', 'required'=>1, 'error'=>'Title required');
- $fields['internal_note'] = array('type'=>'string', 'required'=>1, 'error'=>'Note message required');
-
- if(!Validator::process($fields, $_POST, $errors) && !$errors['err'])
- $errors['err']=$errors['note']='Missing or invalid data. Correct the error(s) below and try again!';
-
- if(!$errors && ($noteId=$ticket->postNote($_POST['title'], $_POST['internal_note'], $thisstaff))) {
+ //Make sure the staff can set desired state
+ if($_POST['state']) {
+ if($_POST['state']=='closed' && !$thisstaff->canCloseTickets())
+ $errors['state'] = "You don't have permission to close tickets";
+ elseif(in_array($_POST['state'], array('overdue', 'notdue', 'unassigned'))
+ && (!($dept=$ticket->getDept()) || !$dept->isManager($thisstaff)))
+ $errors['state'] = "You don't have permission to set the state";
+ }
+
+ $wasOpen = ($ticket->isOpen());
+ if(($noteId=$ticket->postNote($_POST, $errors, $thisstaff))) {
$msg='Internal note posted successfully';
- //Upload attachments IF ANY - TODO: validate attachment types??
- if($_FILES['attachments'] && ($files=Format::files($_FILES['attachments'])))
- $ticket->uploadAttachments($files,$noteId,'N');
- //Set state: Error on state change not critical!
- if(isset($_POST['note_ticket_state']) && $_POST['note_ticket_state']) {
- if($ticket->setState($_POST['note_ticket_state']) && $ticket->reload()) {
- $msg.=' and state changed to '.strtoupper($_POST['note_ticket_state']);
- if($ticket->isClosed())
- $ticket=null; //Going back to main listing.
- }
- }
- } elseif(!$errors['note']) {
- $errors['note']='Error(s) occurred. Unable to post the note.';
+ if($wasOpen && $ticket->isClosed())
+ $ticket = null; //Going back to main listing.
+ } else {
+ $errors['err'] = 'Unable to post internal note - missing or invalid data.';
+ $errors['postnote'] = 'Unable to post the note. Correct the error(s) below and try again!';
}
break;
case 'edit':
@@ -180,13 +190,9 @@ if($_POST && !$errors):
$note = $_POST['ticket_status_notes'];
else
$note='Ticket closed (without comments)';
-
- $ticket->postNote('Ticket Closed', $note, $thisstaff);
- //ban email?
-
- if(isset($_POST['banemail']))
- Banlist::add($ticket->getEmail(), $thisstaff->getName());
-
+
+ $ticket->logNote('Ticket Closed', $note, $thisstaff);
+
//Going back to main listing.
TicketLock::removeStaffLocks($thisstaff->getId(), $ticket->getId());
$page=$ticket=null;
@@ -209,7 +215,8 @@ if($_POST && !$errors):
else
$note='Ticket reopened (without comments)';
- $ticket->postNote('Ticket Reopened', $note, $thisstaff);
+ $ticket->logNote('Ticket Reopened', $note, $thisstaff);
+
} else {
$errors['err']='Problems reopening the ticket. Try again';
}