Skip to content
Snippets Groups Projects
Commit 8c0d3571 authored by Peter Rotich's avatar Peter Rotich
Browse files

* Post Reply 

 - Add To: address
 - Add ability to diable emailed replies
* Post Note
 - Make note title optional.
 - Add additional ticket status (state) options.
* Assign
 - Add claim to dropdown for self-assignments.
parent 64360fa5
Branches
Tags
No related merge requests found
Hide whitespace changes
Inline Side-by-side
include/staff/ticket-view.inc.php
+ 120
− 71
View file @ 8c0d3571
......@@ -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">&nbsp;</td>
<td class="error"><?php echo $errors['response']; ?></td>
</tr>
<?php
if(($cannedResponses=Canned::responsesByDeptId($ticket->getDeptId()))) {?>
<tr>
<td width="160">
<label>&nbsp;</label>
<label><strong>TO:</strong></label>
</td>
<td width="765">
<select id="cannedResp" name="cannedResp">
<option value="0" selected="selected">Select a canned response</option>
<?php
foreach($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>&lt;%s&gt;</em>', $name, $ticket->getEmail());
echo $to;
?>
&nbsp;&nbsp;&nbsp;
<label><input type='checkbox' value='1' name="append" id="append" checked="checked"> Append</label>
<label><input type='checkbox' value='1' name="emailreply" id="remailreply"
<?php echo ((!$info['emailreply'] && !$errors) || isset($info['emailreply']))?'checked="checked"':''; ?>> Email Reply</label>
</td>
</tr>
<?php
if($errors['response']) {?>
<tr><td width="160">&nbsp;</td><td class="error"><?php echo $errors['response']; ?>&nbsp;</td></tr>
<?php
}?>
<tr>
<td width="160">
<label><strong>Response:</strong></label>
</td>
<td width="765">
<?php
if(($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>
&nbsp;&nbsp;&nbsp;
<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">&nbsp;</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']; ?>" >
&nbsp;<span class="error">*&nbsp;<?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>&nbsp;
<span class="error">*&nbsp;<?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>&nbsp;
<span class="error">*&nbsp;<?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>&nbsp;
<span class="error"&nbsp;<?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">&nbsp;</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">&mdash; unchanged &mdash;</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>',
($state=='closed')?'selected="selelected"':'');
/* Ticket open - states */
echo '<option value="" disabled="disabled">&mdash; Ticket States &mdash;</option>';
//Answer - state
if($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>
&nbsp;<span class='error'>*&nbsp;<?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">&nbsp;</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>', $ticket->getDeptName());
?>
<br>
<select id="deptId" name="deptId">
<option value="0" selected="selected">&mdash; Select Target Department &mdash;</option>
<?php
......@@ -586,9 +622,9 @@ if(!$cfg->showNotesInline()) { ?>
</td>
<td width="765">
<span class="faded">Enter reasons for the transfer.</span>
<span class="error">*&nbsp;<?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">*&nbsp;<?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">&nbsp;</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>',
$ticket->getAssignee());
} else {
echo '<span class="faded">Assigning a closed ticket will <b>reopen</b> it!</span>';
}
?>
<br>
<select id="assignId" name="assignId">
<option value="0" selected="selected">&mdash; Select Staff Member OR a Team &mdash;</option>
<?php
if($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'>&nbsp;</span></label>
</td>
<td width="765">
<span class="faded">Enter reasons for the assignment or instructions.</span>
<span class="error">*&nbsp;<?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">*&nbsp;<?php echo $errors['assign_comments']; ?></span><br>
<textarea name="assign_comments" id="assign_comments" cols="80" rows="7" wrap="soft"><?php echo $info['assign_comments']; ?></textarea>
</td>
</tr>
</table>
......
scp/tickets.php
+ 71
− 64
View file @ 8c0d3571
......@@ -57,99 +57,109 @@ if($_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';
}
......
0% or .
You are about to add 0 people to the discussion. Proceed with caution.
Please register or to comment