diff --git a/include/ajax.tickets.php b/include/ajax.tickets.php
index de6610dd6b0c1a27a5d032f4aca6582078f200c1..67e0257d48de234426bf1e3fa4c3f53e57e10461 100644
--- a/include/ajax.tickets.php
+++ b/include/ajax.tickets.php
@@ -301,13 +301,13 @@ class TicketsAjaxAPI extends AjaxController {
Format::db_datetime($ticket->getCloseDate()),
($staff?$staff->getName():'staff')
);
- } elseif($ticket->getDueDate()) {
+ } elseif($ticket->getEstDueDate()) {
echo sprintf('
<tr>
<th>Due Date:</th>
<td>%s</td>
</tr>',
- Format::db_datetime($ticket->getDueDate()));
+ Format::db_datetime($ticket->getEstDueDate()));
}
echo '</table>';
diff --git a/include/class.pdf.php b/include/class.pdf.php
index 87fcd69ad4a97f694bf60235c8c15f8ef5529d88..a456461ba1e8bf7b2ce071cbe877f5615ddc7b8c 100644
--- a/include/class.pdf.php
+++ b/include/class.pdf.php
@@ -189,7 +189,7 @@ class Ticket2PDF extends FPDF
if($ticket->isOpen()) {
$this->Cell($l, 7, 'Due Date', 1, 0, 'L', true);
$this->SetFont('');
- $this->Cell($c, 7, Format::db_datetime($ticket->getDueDate()), 1, 0, 'L', true);
+ $this->Cell($c, 7, Format::db_datetime($ticket->getEstDueDate()), 1, 0, 'L', true);
} else {
$this->Cell($l, 7, 'Close Date', 1, 0, 'L', true);
$this->SetFont('');
diff --git a/include/class.sla.php b/include/class.sla.php
index 7055977a8a752408bf2671f6e87cd404f9f32409..fc673d5a2b2c49f737b7edcaff9f818f4e8ed493 100644
--- a/include/class.sla.php
+++ b/include/class.sla.php
@@ -117,12 +117,13 @@ class SLA {
function getSLAs() {
$slas=array();
-
- $sql='SELECT id, name FROM '.SLA_TABLE;
+ $sql='SELECT id, name, isactive, grace_period FROM '.SLA_TABLE.' ORDER BY name';
if(($res=db_query($sql)) && db_num_rows($res)) {
- while(list($id, $name)=db_fetch_row($res))
- $slas[$id]=$name;
-
+ while($row=db_fetch_array($res))
+ $slas[$row['id']] = sprintf('%s (%d hrs - %s)',
+ $row['name'],
+ $row['grace_period'],
+ $row['isactive']?'Active':'Disabled');
}
return $slas;
diff --git a/include/class.ticket.php b/include/class.ticket.php
index e68f8d4f8c75c0b001d0f3f0cfd66953a69db5cd..e6817e0dafa8682df6ccdb696741dce4c7cff1b2 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -78,12 +78,14 @@ class Ticket {
//TODO: delete helptopic field in ticket table.
$sql='SELECT ticket.*, lock_id, dept_name, priority_desc '
+ .' ,IF(sla.id IS NULL, NULL, DATE_ADD(ticket.created, INTERVAL sla.grace_period HOUR)) as sla_duedate '
.' ,count(attach.attach_id) as attachments '
.' ,count(DISTINCT message.id) as messages '
.' ,count(DISTINCT response.id) as responses '
.' ,count(DISTINCT note.id) as notes '
.' FROM '.TICKET_TABLE.' ticket '
.' LEFT JOIN '.DEPT_TABLE.' dept ON (ticket.dept_id=dept.dept_id) '
+ .' LEFT JOIN '.SLA_TABLE.' sla ON (ticket.sla_id=sla.id AND sla.isactive=1) '
.' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON ('
.'ticket.priority_id=pri.priority_id) '
.' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ('
@@ -259,6 +261,20 @@ class Ticket {
return $this->duedate;
}
+ function getSLADuedate() {
+ return $this->ht['sla_duedate'];
+ }
+
+ function getEstDueDate() {
+
+ //Real due date
+ if(($duedate=$this->getDueDate()))
+ return $duedate;
+
+ //return sla due date (If ANY)
+ return $this->getSLADueDate();
+ }
+
function getCloseDate(){
return $this->closed;
}
@@ -1245,8 +1261,10 @@ class Ticket {
if($this->isClosed()) $this->reopen();
$this->reload();
- // Change to SLA of the new department
- $this->selectSLAId();
+
+ // Set SLA of the new department
+ if(!$this->getSLAId())
+ $this->selectSLAId();
/*** log the transfer comments as internal note - with alerts disabled - ***/
$title='Ticket transfered from '.$currentDept.' to '.$this->getDeptName();
@@ -1477,6 +1495,7 @@ class Ticket {
'response' => $this->replaceVars($canned->getResponse()),
'cannedattachments' => $files);
+ $errors = array();
if(!($respId=$this->postReply($info, $errors, false)))
return false;
@@ -1632,6 +1651,7 @@ class Ticket {
//Insert Internal Notes
function logNote($title, $note, $poster='SYSTEM', $alert=true) {
+ $errors = array();
return $this->postNote(
array('title' => $title, 'note' => $note),
$errors,
diff --git a/include/staff/department.inc.php b/include/staff/department.inc.php
index b900087331721347ee1b1c57dd37f43e274ed2d2..00a65ebc54cfc1345d55ea365e00f5ff9aaa12ca 100644
--- a/include/staff/department.inc.php
+++ b/include/staff/department.inc.php
@@ -108,11 +108,10 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
<select name="sla_id">
<option value="0">— System default —</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)){
- $selected=($info['sla_id'] && $id==$info['sla_id'])?'selected="selected"':'';
- echo sprintf('<option value="%d" %s>%s</option>',$id,$selected,$name);
+ if($slas=SLA::getSLAs()) {
+ foreach($slas as $id =>$name) {
+ echo sprintf('<option value="%d" %s>%s</option>',
+ $id, ($info['sla_id']==$id)?'selected="selected"':'',$name);
}
}
?>
diff --git a/include/staff/filter.inc.php b/include/staff/filter.inc.php
index 36186838bd93cdba6977add500645becba4d673e..3743d5c9e062f112489d229c8f9e3cfb71a68adc 100644
--- a/include/staff/filter.inc.php
+++ b/include/staff/filter.inc.php
@@ -258,13 +258,12 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</td>
<td>
<select name="sla_id">
- <option value="0">— Default —</option>
+ <option value="0">— System Default —</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)){
- $selected=($info['sla_id'] && $id==$info['sla_id'])?'selected="selected"':'';
- echo sprintf('<option value="%d" %s>%s</option>',$id,$selected,$name);
+ if($slas=SLA::getSLAs()) {
+ foreach($slas as $id =>$name) {
+ echo sprintf('<option value="%d" %s>%s</option>',
+ $id, ($info['sla_id']==$id)?'selected="selected"':'',$name);
}
}
?>
diff --git a/include/staff/helptopic.inc.php b/include/staff/helptopic.inc.php
index c222f745c9419eca924b1a975781791b7142e418..e5dac76027006cdbbd6631a66c3df119c758d292 100644
--- a/include/staff/helptopic.inc.php
+++ b/include/staff/helptopic.inc.php
@@ -137,11 +137,10 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
<select name="sla_id">
<option value="0">— Department's Default —</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)){
- $selected=($info['sla_id'] && $id==$info['sla_id'])?'selected="selected"':'';
- echo sprintf('<option value="%d" %s>%s</option>',$id,$selected,$name);
+ if($slas=SLA::getSLAs()) {
+ foreach($slas as $id =>$name) {
+ echo sprintf('<option value="%d" %s>%s</option>',
+ $id, ($info['sla_id']==$id)?'selected="selected"':'',$name);
}
}
?>
diff --git a/include/staff/settings-tickets.inc.php b/include/staff/settings-tickets.inc.php
index 992e9900425c19d708f7cb35d75a59f7b18c36bf..60d61257fe3ba781a4e98ae3bfd6ebab280f4259 100644
--- a/include/staff/settings-tickets.inc.php
+++ b/include/staff/settings-tickets.inc.php
@@ -34,11 +34,12 @@ if(!($maxfileuploads=ini_get('max_file_uploads')))
<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,$name);
+ if($slas=SLA::getSLAs()) {
+ foreach($slas as $id => $name) {
+ echo sprintf('<option value="%d" %s>%s</option>',
+ $id,
+ ($config['default_sla_id'] && $id==$config['default_sla_id'])?'selected="selected"':'',
+ $name);
}
}
?>
diff --git a/include/staff/ticket-view.inc.php b/include/staff/ticket-view.inc.php
index b14a4654af003d0c5dd6b85635d8d91a63048940..7069b888efd02035e344a9a588bf55318bea4f46 100644
--- a/include/staff/ticket-view.inc.php
+++ b/include/staff/ticket-view.inc.php
@@ -220,7 +220,7 @@ if($ticket->isOverdue())
if($ticket->isOpen()){ ?>
<tr>
<th>Due Date:</th>
- <td><?php echo Format::db_datetime($ticket->getDueDate()); ?></td>
+ <td><?php echo Format::db_datetime($ticket->getEstDueDate()); ?></td>
</tr>
<?php
}else { ?>
diff --git a/include/staff/tickets.inc.php b/include/staff/tickets.inc.php
index a8db757b1e8517cb8090a74e568ca2d00e5249ef..bef30bfcc4bd9c47d35f41de5187173125f56a0b 100644
--- a/include/staff/tickets.inc.php
+++ b/include/staff/tickets.inc.php
@@ -217,8 +217,10 @@ if(!$order_by ) {
$order_by='ticket.lastresponse, ticket.created'; //No priority sorting for answered tickets.
elseif(!strcasecmp($status,'closed'))
$order_by='ticket.closed, ticket.created'; //No priority sorting for closed tickets.
- else
- $order_by='priority_urgency ASC, effective_date, ticket.created';
+ elseif($showoverdue) //priority> duedate > age in ASC order.
+ $order_by='priority_urgency ASC, ISNULL(duedate) ASC, duedate ASC, effective_date ASC, ticket.created';
+ else //XXX: Add due date here?? No -
+ $order_by='priority_urgency ASC, effective_date DESC, ticket.created';
}
$order=$order?$order:'DESC';
@@ -256,6 +258,7 @@ $pageNav->setURL('tickets.php',$qstr.'&sort='.urlencode($_REQUEST['sort']).'&ord
//ADD attachment,priorities, lock and other crap
$qselect.=' ,count(attach.attach_id) as attachments '
.' ,count(DISTINCT thread.id) as thread_count '
+ .' ,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 ';
@@ -266,7 +269,8 @@ $qfrom.=' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON (ticket.priority_id=pri.pri
.' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach ON (ticket.ticket_id=attach.ticket_id) '
.' 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 '.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) ';
$query="$qselect $qfrom $qwhere $qgroup ORDER BY $order_by $order LIMIT ".$pageNav->getStart().",".$pageNav->getLimit();
//echo $query;