diff --git a/include/class.ticket.php b/include/class.ticket.php
index 6518d12eae5722401bb1f96a4932ed00e14473c0..2535f16be9f8dfa81297559ecc4422b43b8e6c12 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -43,6 +43,7 @@ class Ticket {
var $lastMsgId;
+ var $status;
var $dept; //Dept obj
var $sla; // SLA obj
var $staff; //Staff obj
@@ -91,6 +92,7 @@ class Ticket {
$this->loadDynamicData();
//Reset the sub classes (initiated ondemand)...good for reloads.
+ $this->status= null;
$this->staff = null;
$this->client = null;
$this->team = null;
@@ -118,16 +120,32 @@ class Ticket {
return $this->load();
}
+ function hasState($state) {
+ return (strcasecmp($this->getState(), $state)==0);
+ }
+
function isOpen() {
- return (strcasecmp($this->getStatus(),'Open')==0);
+ return $this->hasState('open');
}
function isReopened() {
return ($this->getReopenDate());
}
+ function isResolved() {
+ return $this->hasState('resolved');
+ }
+
function isClosed() {
- return (strcasecmp($this->getStatus(),'Closed')==0);
+ return $this->hasState('closed');
+ }
+
+ function isArchived() {
+ return $this->hasState('archived');
+ }
+
+ function isDeleted() {
+ return $this->hasState('deleted');
}
function isAssigned() {
@@ -291,8 +309,24 @@ class Ticket {
return $this->ht['closed'];
}
+ function getStatusId() {
+ return $this->ht['status_id'];
+ }
+
function getStatus() {
- return $this->ht['status'];
+
+ if (!$this->status && $this->getStatusId())
+ $this->status = TicketStatus::lookup($this->getStatusId());
+
+ return $this->status;
+ }
+
+ function getState() {
+
+ if (!$this->getStatus())
+ return '';
+
+ return $this->getStatus()->getState();
}
function getDeptId() {
@@ -785,20 +819,61 @@ class Ticket {
//Status helper.
function setStatus($status) {
+ global $thisstaff;
- if(strcasecmp($this->getStatus(), $status)==0)
- return true; //No changes needed.
+ if ($status && is_numeric($status))
+ $status = TicketStatus::lookup($status);
- switch(strtolower($status)) {
- case 'open':
- return $this->reopen();
- break;
+ if (!$status || !$status instanceof TicketStatus)
+ return false;
+
+ if ($this->getStatusId() == $status->getId())
+ return true;
+
+ $sql = 'UPDATE '.TICKET_TABLE.' SET updated=NOW() '.
+ ' ,status_id='.db_input($status->getId());
+
+ $ecb = null;
+ switch($status->getState()) {
case 'closed':
- return $this->close();
+ $sql.=', closed=NOW(), duedate=NULL ';
+ if ($thisstaff)
+ $sql.=', staff_id='.db_input($thisstaff->getId());
+
+ $ecb = function($t) {
+ $t->reload();
+ $t->logEvent('closed');
+ $t->deleteDrafts();
+ };
+ break;
+ case 'open':
+ if ($this->isClosed()) {
+ $sql.= ',closed=NULL, reopened=NOW() ';
+
+ $ecb = function ($t) {
+ $t->logEvent('reopened', 'closed');
+ };
+ }
break;
}
- return false;
+ $sql.=' WHERE ticket_id='.db_input($this->getId());
+
+ if (!db_query($sql) || !db_affected_rows())
+ return false;
+
+ // Log status change b4 reload
+ $note= sprintf('Status changed from %s to %s by %s',
+ $this->getStatus(),
+ $status,
+ $thisstaff ?: 'SYSTEM');
+
+ $this->logNote('Status Changed', $note, $thisstaff, false);
+
+ // Log events via callback
+ if ($ecb) $ecb($this);
+
+ return true;
}
function setState($state, $alerts=false) {
@@ -840,42 +915,11 @@ class Ticket {
return (db_query($sql) && db_affected_rows());
}
- //Close the ticket
- function close() {
- global $thisstaff;
-
- $sql='UPDATE '.TICKET_TABLE.' SET closed=NOW(),isoverdue=0, duedate=NULL, updated=NOW(), status='.db_input('closed');
- if($thisstaff) //Give the closing staff credit.
- $sql.=', staff_id='.db_input($thisstaff->getId());
-
- $sql.=' WHERE ticket_id='.db_input($this->getId());
-
- if(!db_query($sql) || !db_affected_rows())
- return false;
-
- $this->reload();
- $this->logEvent('closed');
- $this->deleteDrafts();
-
- return true;
- }
-
//set status to open on a closed ticket.
function reopen($isanswered=0) {
+ global $cfg;
- $sql='UPDATE '.TICKET_TABLE.' SET closed=NULL, updated=NOW(), reopened=NOW() '
- .' ,status='.db_input('open')
- .' ,isanswered='.db_input($isanswered)
- .' WHERE ticket_id='.db_input($this->getId());
-
- if (!db_query($sql) || !db_affected_rows())
- return false;
-
- $this->logEvent('reopened', 'closed');
- $this->ht['status'] = 'open';
- $this->ht['isanswerd'] = $isanswered;
-
- return true;
+ return $this->setStatus($cfg->getDefaultTicketStatusId());
}
function onNewTicket($message, $autorespond=true, $alertstaff=true) {
@@ -1732,9 +1776,10 @@ class Ticket {
if(!($response = $this->getThread()->addResponse($vars, $errors)))
return null;
- //Set status - if checked.
- if(isset($vars['reply_ticket_status']) && $vars['reply_ticket_status'])
- $this->setStatus($vars['reply_ticket_status']);
+ // Set status - if checked.
+ if ($vars['reply_status_id']
+ && $vars['reply_status_id'] != $this->getStatusId())
+ $this->setStatus($vars['reply_status_id']);
if($thisstaff && $this->isOpen() && !$this->getStaffId()
&& $cfg->autoClaimTickets())
@@ -1742,7 +1787,7 @@ class Ticket {
$this->onResponse(); //do house cleaning..
- /* email the user?? - if disabled - the bail out */
+ /* email the user?? - if disabled - then bail out */
if(!$alert) return $response;
$dept = $this->getDept();
@@ -1861,9 +1906,9 @@ class Ticket {
// Get assigned staff just in case the ticket is closed.
$assignee = $this->getStaff();
- //Set state: Error on state change not critical!
- if(isset($vars['state']) && $vars['state']) {
- if($this->setState($vars['state']))
+ if ($vars['note_status_id']
+ && ($status=TicketStatus::lookup($vars['note_status_id']))) {
+ if ($this->setStatus($status))
$this->reload();
}
@@ -2401,6 +2446,7 @@ class Ticket {
// members can always add more forms now
// OK...just do it.
+ $statusId = $vars['statusId'];
$deptId = $vars['deptId']; //pre-selected Dept if any.
$source = ucfirst($vars['source']);
@@ -2431,6 +2477,7 @@ class Ticket {
// Intenal mapping magic...see if we need to override anything
if (isset($topic)) {
$deptId = $deptId ?: $topic->getDeptId();
+ $statusId = $statusId ?: $topic->getStatusId();
$priority = $form->getAnswer('priority');
if (!$priority || !$priority->getIdValue())
$form->setAnswer('priority', null, $topic->getPriorityId());
@@ -2466,6 +2513,7 @@ class Ticket {
if (!$priority || !$priority->getIdValue())
$form->setAnswer('priority', null, $cfg->getDefaultPriorityId());
$deptId = $deptId ?: $cfg->getDefaultDeptId();
+ $statusId = $statusId ?: $cfg->getDefaultTicketStatusId();
$topicId = $vars['topicId'] ?: 0;
$ipaddress = $vars['ip'] ?: $_SERVER['REMOTE_ADDR'];
@@ -2477,6 +2525,7 @@ class Ticket {
.' ,`number`='.db_input($number)
.' ,dept_id='.db_input($deptId)
.' ,topic_id='.db_input($topicId)
+ .' ,status_id='.db_input($statusId)
.' ,ip_address='.db_input($ipaddress)
.' ,source='.db_input($source);
diff --git a/include/staff/ticket-view.inc.php b/include/staff/ticket-view.inc.php
index a63df79ea83538377ed3c84512c1fddac1077807..e8a78540f68aa5c0b4c9d532eaa6b51913666c4d 100644
--- a/include/staff/ticket-view.inc.php
+++ b/include/staff/ticket-view.inc.php
@@ -585,28 +585,32 @@ $tcount+= $ticket->getNumNotes();
} ?>
</td>
</tr>
- <?php
- if($ticket->isClosed() || $thisstaff->canCloseTickets()) { ?>
<tr>
<td width="120">
<label><strong>Ticket Status:</strong></label>
</td>
<td>
+ <select name="reply_status_id">
<?php
- $statusChecked=isset($info['reply_ticket_status'])?'checked="checked"':'';
- if($ticket->isClosed()) { ?>
- <label><input type="checkbox" name="reply_ticket_status" id="reply_ticket_status" value="Open"
- <?php echo $statusChecked; ?>> Reopen on Reply</label>
- <?php
- } elseif($thisstaff->canCloseTickets()) { ?>
- <label><input type="checkbox" name="reply_ticket_status" id="reply_ticket_status" value="Closed"
- <?php echo $statusChecked; ?>> Close on Reply</label>
- <?php
- } ?>
+ $statusId = $info['reply_status_id'] ?: $ticket->getStatusId();
+ $states = array('open', 'resolved');
+ if ($thisstaff->canCloseTickets())
+ $states = array_merge($states,
+ array('closed', 'archived'));
+
+ foreach (TicketStatusList::getAll($states) as $s) {
+ if (!$s->isEnabled()) continue;
+ echo sprintf('<option value="%d" %s>%s</option>',
+ $s->getId(),
+ ($statusId == $s->getId())
+ ? 'selected="selected"' : '',
+ $s->getName()
+ );
+ }
+ ?>
+ </select>
</td>
</tr>
- <?php
- } ?>
</tbody>
</table>
<p style="padding-left:165px;">
@@ -677,47 +681,26 @@ $tcount+= $ticket->getNumNotes();
</td>
<td>
<div class="faded"></div>
- <select name="state">
+ <select name="note_status_id">
<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"':'');
- }
- }?>
+ $statusId = $info['note_status_id'] ?: $ticket->getStatusId();
+ $states = array('open', 'resolved');
+ if ($thisstaff->canCloseTickets())
+ $states = array_merge($states,
+ array('closed', 'archived'));
+ foreach (TicketStatusList::getAll($states) as $s) {
+ if (!$s->isEnabled()) continue;
+ echo sprintf('<option value="%d" %s>%s</option>',
+ $s->getId(),
+ ($statusId == $s->getId())
+ ? 'selected="selected"' : '',
+ $s->getName()
+ );
+ }
+ ?>
</select>
- <span class='error'>* <?php echo $errors['state']; ?></span>
+ <span class='error'>* <?php echo $errors['note_status_id']; ?></span>
</td>
</tr>
</div>
@@ -927,12 +910,41 @@ $tcount+= $ticket->getNumNotes();
<h3><?php echo sprintf('%s Ticket #%s', ($ticket->isClosed()?'Reopen':'Close'), $ticket->getNumber()); ?></h3>
<a class="close" href=""><i class="icon-remove-circle"></i></a>
<hr/>
- <?php echo sprintf('Are you sure you want to <b>%s</b> this ticket?', $ticket->isClosed()?'REOPEN':'CLOSE'); ?>
+ <?php
+ echo sprintf('Are you sure you want to <b>%s</b> this ticket?',
+ $ticket->isClosed()?'REOPEN':'CLOSE');
+ $action = $ticket->isClosed() ? 'reopen': 'close';
+ ?>
+ <br><br>
<form action="tickets.php?id=<?php echo $ticket->getId(); ?>" method="post" id="status-form" name="status-form">
<?php csrf_token(); ?>
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="process">
- <input type="hidden" name="do" value="<?php echo $ticket->isClosed()?'reopen':'close'; ?>">
+ <input type="hidden" name="do" value="<?php echo $action; ?>">
+ <fieldset>
+ <div><strong>Ticket Status </strong>
+ <select name="status_id">
+ <?php
+ $statusId = $info['status_id'] ?: 0;
+ if (!$ticket->isOpen())
+ $states = array('open');
+ else
+ $states = array('resolved', 'closed');
+
+ foreach (TicketStatusList::getAll($states) as $s) {
+ if (!$s->isEnabled()) continue;
+ echo sprintf('<option value="%d" %s>%s</option>',
+ $s->getId(),
+ ($statusId == $s->getId())
+ ? 'selected="selected"' : '',
+ $s->getName()
+ );
+ }
+ ?>
+ </select>
+ <span class='error'>* <?php echo $errors['status_id']; ?></span>
+ </div>
+ </fieldset>
<fieldset>
<div style="margin-bottom:0.5em">
<em>Reasons for status change (internal note). Optional but highly recommended.</em>
diff --git a/include/upgrader/streams/core/8f99b8bf-00000000.patch.sql b/include/upgrader/streams/core/8f99b8bf-00000000.patch.sql
index 337a974067b8f3c4cfa5911c0f820ca341698f97..be64fdfbb82cba0f3ecebfed6131d63e0964dd6a 100644
--- a/include/upgrader/streams/core/8f99b8bf-00000000.patch.sql
+++ b/include/upgrader/streams/core/8f99b8bf-00000000.patch.sql
@@ -21,7 +21,8 @@ CREATE TABLE IF NOT EXISTS `%TABLE_PREFIX%ticket_status` (
`created` datetime NOT NULL,
`updated` datetime NOT NULL,
PRIMARY KEY (`id`),
- UNIQUE KEY `name` (`name`)
+ UNIQUE KEY `name` (`name`),
+ KEY `state` ( `state` )
) DEFAULT CHARSET=utf8;
ALTER TABLE `%TABLE_PREFIX%help_topic`
@@ -30,6 +31,10 @@ ALTER TABLE `%TABLE_PREFIX%help_topic`
ALTER TABLE `%TABLE_PREFIX%filter`
ADD `status_id` INT UNSIGNED NOT NULL DEFAULT '0' AFTER `email_id`;
+ALTER TABLE `%TABLE_PREFIX%ticket`
+ ADD `status_id` INT UNSIGNED NOT NULL DEFAULT '0' AFTER `user_email_id`,
+ ADD INDEX (`status_id`);
+
UPDATE `%TABLE_PREFIX%config`
SET `value` = 'cbf8c933d6d2eaaa971042eb2efce247'
WHERE `key` = 'schema_signature' AND `namespace` = 'core';
diff --git a/setup/inc/streams/core/install-mysql.sql b/setup/inc/streams/core/install-mysql.sql
index f3b41bf656b2931fec8a3f9a4e1fa651b2238880..1e83cb45482cd9a4b92dd7c6f3f498a675e47e2e 100644
--- a/setup/inc/streams/core/install-mysql.sql
+++ b/setup/inc/streams/core/install-mysql.sql
@@ -573,12 +573,14 @@ CREATE TABLE `%TABLE_PREFIX%ticket` (
`number` varchar(20),
`user_id` int(11) unsigned NOT NULL default '0',
`user_email_id` int(11) unsigned NOT NULL default '0',
+ `status_id` int(10) unsigned NOT NULL default '0',
`dept_id` int(10) unsigned NOT NULL default '0',
`sla_id` int(10) unsigned NOT NULL default '0',
`topic_id` int(10) unsigned NOT NULL default '0',
`staff_id` int(10) unsigned NOT NULL default '0',
`team_id` int(10) unsigned NOT NULL default '0',
`email_id` int(11) unsigned NOT NULL default '0',
+ `flags` int(10) unsigned NOT NULL default '0',
`ip_address` varchar(64) NOT NULL default '',
`status` enum('open','closed') NOT NULL default 'open',
`source` enum('Web','Email','Phone','API','Other') NOT NULL default 'Other',
@@ -595,8 +597,9 @@ CREATE TABLE `%TABLE_PREFIX%ticket` (
KEY `user_id` (`user_id`),
KEY `dept_id` (`dept_id`),
KEY `staff_id` (`staff_id`),
- KEY `team_id` (`staff_id`),
KEY `status` (`status`),
+ KEY `team_id` (`team_id`),
+ KEY `status_id` (`status_id`),
KEY `created` (`created`),
KEY `closed` (`closed`),
KEY `duedate` (`duedate`),
@@ -667,7 +670,8 @@ CREATE TABLE IF NOT EXISTS `%TABLE_PREFIX%ticket_status` (
`created` datetime NOT NULL,
`updated` datetime NOT NULL,
PRIMARY KEY (`id`),
- UNIQUE KEY `name` (`name`)
+ UNIQUE KEY `name` (`name`),
+ KEY `state` (`state`)
) DEFAULT CHARSET=utf8;