<?php
//Note that ticket obj is initiated in tickets.php.
if(!defined('OSTSCPINC') || !$thisstaff || !is_object($ticket) || !$ticket->getId()) die('Invalid path');
//Make sure the staff is allowed to access the page.
if(!@$thisstaff->isStaff() || !$ticket->checkStaffAccess($thisstaff)) die('Access Denied');
//Re-use the post info on error...savekeyboards.org (Why keyboard? -> some people care about objects than users!!)
$info=($_POST && $errors)?Format::input($_POST):array();
//Auto-lock the ticket if locking is enabled.. If already locked by the user then it simply renews.
if($cfg->getLockTime() && !$ticket->acquireLock($thisstaff->getId(),$cfg->getLockTime()))
$warn.=__('Unable to obtain a lock on the ticket');
//Get the goodies.
$dept = $ticket->getDept(); //Dept
$staff = $ticket->getStaff(); //Assigned or closed by..
$user = $ticket->getOwner(); //Ticket User (EndUser)
$team = $ticket->getTeam(); //Assigned team.
$sla = $ticket->getSLA();
$lock = $ticket->getLock(); //Ticket lock obj
$id = $ticket->getId(); //Ticket ID.
//Useful warnings and errors the user might want to know!
if ($ticket->isClosed() && !$ticket->isReopenable())
$warn = sprintf(
__('Current ticket status (%s) does not allow the end user to reply.'),
$ticket->getStatus());
elseif ($ticket->isAssigned()
&& (($staff && $staff->getId()!=$thisstaff->getId())
|| ($team && !$team->hasMember($thisstaff))
))
$warn.= sprintf(' <span class="Icon assignedTicket">%s</span>',
sprintf(__('Ticket is assigned to %s'),
implode('/', $ticket->getAssignees())
));
if (!$errors['err']) {
if ($lock && $lock->getStaffId()!=$thisstaff->getId())
$errors['err'] = sprintf(__('This ticket is currently locked by %s'),
$lock->getStaffName());
elseif (($emailBanned=TicketFilter::isBanned($ticket->getEmail())))
$errors['err'] = __('Email is in banlist! Must be removed before any reply/response');
}
$unbannable=($emailBanned) ? BanList::includes($ticket->getEmail()) : false;
if($ticket->isOverdue())
$warn.=' <span class="Icon overdueTicket">'.__('Marked overdue!').'</span>';
?>
<table width="940" cellpadding="2" cellspacing="0" border="0">
<tr>
<td width="20%" class="has_bottom_border">
<h2><a href="tickets.php?id=<?php echo $ticket->getId(); ?>"
title="<?php echo __('Reload'); ?>"><i class="icon-refresh"></i>
<?php echo sprintf(__('Ticket #%s'), $ticket->getNumber()); ?></a></h2>
</td>
<td width="auto" class="flush-right has_bottom_border">
<?php
if ($thisstaff->canBanEmails()
|| $thisstaff->canEditTickets()
|| ($dept && $dept->isManager($thisstaff))) { ?>
<span class="action-button pull-right" data-dropdown="#action-dropdown-more">
<span ><i class="icon-cog"></i> <?php echo __('More');?></span>
<i class="icon-caret-down"></i>
</span>
<?php
}
// Status change options
echo TicketStatus::status_options();
if ($thisstaff->canEditTickets()) { ?>
<a class="action-button pull-right" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=edit"><i class="icon-edit"></i> <?php
echo __('Edit'); ?></a>
<?php
}
if ($ticket->isOpen() && !$ticket->isAssigned() && $thisstaff->canAssignTickets()) {?>
<a id="ticket-claim" class="action-button pull-right confirm-action" href="#claim"><i class="icon-user"></i> <?php
echo __('Claim'); ?></a>
<?php
}?>
<span class="action-button pull-right" data-dropdown="#action-dropdown-print">
<a id="ticket-print" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print"><i class="icon-print"></i> <?php
echo __('Print'); ?></a>
<i class="icon-caret-down"></i>
</span>
<div id="action-dropdown-print" class="action-dropdown anchor-right">
<ul>
<li><a class="no-pjax" target="_blank" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print¬es=0"><i
class="icon-file-alt"></i> <?php echo __('Ticket Thread'); ?></a>
<li><a class="no-pjax" target="_blank" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print¬es=1"><i
class="icon-file-text-alt"></i> <?php echo __('Thread + Internal Notes'); ?></a>
</ul>
</div>
<div id="action-dropdown-more" class="action-dropdown anchor-right">
<ul>
<?php
if($thisstaff->canEditTickets()) { ?>
<li><a class="change-user" href="#tickets/<?php
echo $ticket->getId(); ?>/change-user"><i class="icon-user"></i> <?php
echo __('Change Owner'); ?></a></li>
<?php
}
if($thisstaff->canDeleteTickets()) {
?>
<li><a class="ticket-action" href="#tickets/<?php
echo $ticket->getId(); ?>/status/delete"
data-href="tickets.php"><i class="icon-trash"></i> <?php
echo __('Delete Ticket'); ?></a></li>
<?php
}
if($ticket->isOpen() && ($dept && $dept->isManager($thisstaff))) {
if($ticket->isAssigned()) { ?>
<li><a class="confirm-action" id="ticket-release" href="#release"><i class="icon-user"></i> <?php
echo __('Release (unassign) Ticket'); ?></a></li>
<?php
}
if(!$ticket->isOverdue()) { ?>
<li><a class="confirm-action" id="ticket-overdue" href="#overdue"><i class="icon-bell"></i> <?php
echo __('Mark as Overdue'); ?></a></li>
<?php
}
if($ticket->isAnswered()) { ?>
<li><a class="confirm-action" id="ticket-unanswered" href="#unanswered"><i class="icon-circle-arrow-left"></i> <?php
echo __('Mark as Unanswered'); ?></a></li>
<?php
} else { ?>
<li><a class="confirm-action" id="ticket-answered" href="#answered"><i class="icon-circle-arrow-right"></i> <?php
echo __('Mark as Answered'); ?></a></li>
<?php
}
} ?>
<li><a href="#ajax.php/tickets/<?php echo $ticket->getId();
?>/forms/manage" onclick="javascript:
$.dialog($(this).attr('href').substr(1), 201);
return false"
><i class="icon-paste"></i> <?php echo __('Manage Forms'); ?></a></li>
<?php if($thisstaff->canBanEmails()) {
if(!$emailBanned) {?>
<li><a class="confirm-action" id="ticket-banemail"
href="#banemail"><i class="icon-ban-circle"></i> <?php echo sprintf(
Format::htmlchars(__('Ban Email <%s>')),
$ticket->getEmail()); ?></a></li>
<?php
} elseif($unbannable) { ?>
<li><a class="confirm-action" id="ticket-banemail"
href="#unbanemail"><i class="icon-undo"></i> <?php echo sprintf(
Format::htmlchars(__('Unban Email <%s>')),
$ticket->getEmail()); ?></a></li>
<?php
}
}?>
</ul>
</div>
</td>
</tr>
</table>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
<tr>
<td width="50%">
<table border="0" cellspacing="" cellpadding="4" width="100%">
<tr>
<th width="100"><?php echo __('Status');?>:</th>
<td><?php echo $ticket->getStatus(); ?></td>
</tr>
<tr>
<th><?php echo __('Priority');?>:</th>
<td><?php echo $ticket->getPriority(); ?></td>
</tr>
<tr>
<th><?php echo __('Department');?>:</th>
<td><?php echo Format::htmlchars($ticket->getDeptName()); ?></td>
</tr>
<tr>
<th><?php echo __('Create Date');?>:</th>
<td><?php echo Format::db_datetime($ticket->getCreateDate()); ?></td>
</tr>
</table>
</td>
<td width="50%" style="vertical-align:top">
<table border="0" cellspacing="" cellpadding="4" width="100%">
<tr>
<th width="100"><?php echo __('User'); ?>:</th>
<td><a href="#tickets/<?php echo $ticket->getId(); ?>/user"
onclick="javascript:
$.userLookup('ajax.php/tickets/<?php echo $ticket->getId(); ?>/user',
function (user) {
$('#user-'+user.id+'-name').text(user.name);
$('#user-'+user.id+'-email').text(user.email);
$('#user-'+user.id+'-phone').text(user.phone);
$('select#emailreply option[value=1]').text(user.name+' <'+user.email+'>');
});
return false;
"><i class="icon-user"></i> <span id="user-<?php echo $ticket->getOwnerId(); ?>-name"
><?php echo Format::htmlchars($ticket->getName());
?></span></a>
<?php
if($user) {
echo sprintf(' <a href="tickets.php?a=search&uid=%d" title="%s" data-dropdown="#action-dropdown-stats">(<b>%d</b>)</a>',
urlencode($user->getId()), __('Related Tickets'), $user->getNumTickets());
?>
<div id="action-dropdown-stats" class="action-dropdown anchor-right">
<ul>
<?php
if(($open=$user->getNumOpenTickets()))
echo sprintf('<li><a href="tickets.php?a=search&status=open&uid=%s"><i class="icon-folder-open-alt icon-fixed-width"></i> %s</a></li>',
$user->getId(), sprintf(_N('%d Open Ticket', '%d Open Tickets', $open), $open));
if(($closed=$user->getNumClosedTickets()))
echo sprintf('<li><a href="tickets.php?a=search&status=closed&uid=%d"><i
class="icon-folder-close-alt icon-fixed-width"></i> %s</a></li>',
$user->getId(), sprintf(_N('%d Closed Ticket', '%d Closed Tickets', $closed), $closed));
?>
<li><a href="tickets.php?a=search&uid=<?php echo $ticket->getOwnerId(); ?>"><i class="icon-double-angle-right icon-fixed-width"></i> <?php echo __('All Tickets'); ?></a></li>
<li><a href="users.php?id=<?php echo
$user->getId(); ?>"><i class="icon-user
icon-fixed-width"></i> <?php echo __('Manage User'); ?></a></li>
<?php if ($user->getOrgId()) { ?>
<li><a href="orgs.php?id=<?php echo $user->getOrgId(); ?>"><i
class="icon-building icon-fixed-width"></i> <?php
echo __('Manage Organization'); ?></a></li>
<?php } ?>
</ul>
</div>
<?php
}
?>
</td>
</tr>
<tr>
<th><?php echo __('Email'); ?>:</th>
<td>
<span id="user-<?php echo $ticket->getOwnerId(); ?>-email"><?php echo $ticket->getEmail(); ?></span>
</td>
</tr>
<tr>
<th><?php echo __('Phone'); ?>:</th>
<td>
<span id="user-<?php echo $ticket->getOwnerId(); ?>-phone"><?php echo $ticket->getPhoneNumber(); ?></span>
</td>
</tr>
<tr>
<th><?php echo __('Source'); ?>:</th>
<td><?php
echo Format::htmlchars($ticket->getSource());
if($ticket->getIP())
echo ' <span class="faded">('.$ticket->getIP().')</span>';
?>
</td>
</tr>
</table>
</td>
</tr>
</table>
<br>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
<tr>
<td width="50%">
<table cellspacing="0" cellpadding="4" width="100%" border="0">
<?php
if($ticket->isOpen()) { ?>
<tr>
<th width="100"><?php echo __('Assigned To');?>:</th>
<td>
<?php
if($ticket->isAssigned())
echo Format::htmlchars(implode('/', $ticket->getAssignees()));
else
echo '<span class="faded">— '.__('Unassigned').' —</span>';
?>
</td>
</tr>
<?php
} else { ?>
<tr>
<th width="100"><?php echo __('Closed By');?>:</th>
<td>
<?php
if(($staff = $ticket->getStaff()))
echo Format::htmlchars($staff->getName());
else
echo '<span class="faded">— '.__('Unknown').' —</span>';
?>
</td>
</tr>
<?php
} ?>
<tr>
<th><?php echo __('SLA Plan');?>:</th>
<td><?php echo $sla?Format::htmlchars($sla->getName()):'<span class="faded">— '.__('None').' —</span>'; ?></td>
</tr>
<?php
if($ticket->isOpen()){ ?>
<tr>
<th><?php echo __('Due Date');?>:</th>
<td><?php echo Format::db_datetime($ticket->getEstDueDate()); ?></td>
</tr>
<?php
}else { ?>
<tr>
<th><?php echo __('Close Date');?>:</th>
<td><?php echo Format::db_datetime($ticket->getCloseDate()); ?></td>
</tr>
<?php
}
?>
</table>
</td>
<td width="50%">
<table cellspacing="0" cellpadding="4" width="100%" border="0">
<tr>
<th width="100"><?php echo __('Help Topic');?>:</th>
<td><?php echo Format::htmlchars($ticket->getHelpTopic()); ?></td>
</tr>
<tr>
<th nowrap><?php echo __('Last Message');?>:</th>
<td><?php echo Format::db_datetime($ticket->getLastMsgDate()); ?></td>
</tr>
<tr>
<th nowrap><?php echo __('Last Response');?>:</th>
<td><?php echo Format::db_datetime($ticket->getLastRespDate()); ?></td>
</tr>
</table>
</td>
</tr>
</table>
<br>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
<?php
$idx = 0;
foreach (DynamicFormEntry::forTicket($ticket->getId()) as $form) {
// Skip core fields shown earlier in the ticket view
// TODO: Rewrite getAnswers() so that one could write
// ->getAnswers()->filter(not(array('field__name__in'=>
// array('email', ...))));
$answers = array_filter($form->getAnswers(), function ($a) {
return !in_array($a->getField()->get('name'),
array('email','subject','name','priority'));
});
if (count($answers) == 0)
continue;
?>
<tr>
<td colspan="2">
<table cellspacing="0" cellpadding="4" width="100%" border="0">
<?php foreach($answers as $a) {
if (!($v = $a->display())) continue; ?>
<tr>
<th width="100"><?php
echo $a->getField()->get('label');
?>:</th>
<td><?php
echo $v;
?></td>
</tr>
<?php } ?>
</table>
</td>
</tr>
<?php
$idx++;
} ?>
</table>
<div class="clear"></div>
<h2 style="padding:10px 0 5px 0; font-size:11pt;"><?php echo Format::htmlchars($ticket->getSubject()); ?></h2>
<?php
$tcount = $ticket->getThreadCount();
$tcount+= $ticket->getNumNotes();
?>
<ul id="threads">
<li><a class="active" id="toggle_ticket_thread" href="#"><?php echo sprintf(__('Ticket Thread (%d)'), $tcount); ?></a></li>
</ul>
<div id="ticket_thread">
<?php
$threadTypes=array('M'=>'message','R'=>'response', 'N'=>'note');
/* -------- Messages & Responses & Notes (if inline)-------------*/
$types = array('M', 'R', 'N');
if(($thread=$ticket->getThreadEntries($types))) {
foreach($thread as $entry) { ?>
<table class="thread-entry <?php echo $threadTypes[$entry['thread_type']]; ?>" cellspacing="0" cellpadding="1" width="940" border="0">
<tr>
<th colspan="4" width="100%">
<div>
<span style="display:inline-block"><?php
echo Format::db_datetime($entry['created']);?></span>
<span style="display:inline-block;padding-left:1em" class="faded title"><?php
echo Format::truncate($entry['title'], 100); ?></span>
<span style="float:right;white-space:no-wrap;display:inline-block">
<span style="vertical-align:middle;" class="textra"></span>
<span style="vertical-align:middle;"
class="tmeta faded title"><?php
echo Format::htmlchars($entry['name'] ?: $entry['poster']); ?></span>
</span>
</div>
</th>
</tr>
<tr><td colspan="4" class="thread-body" id="thread-id-<?php
echo $entry['id']; ?>"><div><?php
echo $entry['body']->toHtml(); ?></div></td></tr>
<?php
if($entry['attachments']
&& ($tentry = $ticket->getThreadEntry($entry['id']))
&& ($urls = $tentry->getAttachmentUrls())
&& ($links = $tentry->getAttachmentsLinks())) {?>
<tr>
<td class="info" colspan="4"><?php echo $tentry->getAttachmentsLinks(); ?></td>
</tr> <?php
}
if ($urls) { ?>
<script type="text/javascript">
$('#thread-id-<?php echo $entry['id']; ?>')
.data('urls', <?php
echo JsonDataEncoder::encode($urls); ?>)
.data('id', <?php echo $entry['id']; ?>);
</script>
<?php
} ?>
</table>
<?php
if($entry['thread_type']=='M')
$msgId=$entry['id'];
}
} else {
echo '<p>'.__('Error fetching ticket thread - get technical help.').'</p>';
}?>
</div>
<div class="clear" style="padding-bottom:10px;"></div>
<?php if($errors['err']) { ?>
<div id="msg_error"><?php echo $errors['err']; ?></div>
<?php }elseif($msg) { ?>
<div id="msg_notice"><?php echo $msg; ?></div>
<?php }elseif($warn) { ?>
<div id="msg_warning"><?php echo $warn; ?></div>
<?php } ?>
<div id="response_options">
<ul class="tabs">
<?php
if($thisstaff->canPostReply()) { ?>
<li><a id="reply_tab" href="#reply"><?php echo __('Post Reply');?></a></li>
<?php
} ?>
<li><a id="note_tab" href="#note"><?php echo __('Post Internal Note');?></a></li>
<?php
if($thisstaff->canTransferTickets()) { ?>
<li><a id="transfer_tab" href="#transfer"><?php echo __('Department Transfer');?></a></li>
<?php
}
if($thisstaff->canAssignTickets()) { ?>
<li><a id="assign_tab" href="#assign"><?php echo $ticket->isAssigned()?__('Reassign Ticket'):__('Assign Ticket'); ?></a></li>
<?php
} ?>
</ul>
<?php
if($thisstaff->canPostReply()) { ?>
<form id="reply" action="tickets.php?id=<?php echo $ticket->getId(); ?>#reply" name="reply" method="post" enctype="multipart/form-data">
<?php csrf_token(); ?>
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="msgId" value="<?php echo $msgId; ?>">
<input type="hidden" name="a" value="reply">
<span class="error"></span>
<table style="width:100%" border="0" cellspacing="0" cellpadding="3">
<tbody id="to_sec">
<tr>
<td width="120">
<label><strong><?php echo __('To'); ?>:</strong></label>
</td>
<td>
<?php
# XXX: Add user-to-name and user-to-email HTML ID#s
$to =sprintf('%s <%s>',
Format::htmlchars($ticket->getName()),
$ticket->getReplyToEmail());
$emailReply = (!isset($info['emailreply']) || $info['emailreply']);
?>
<select id="emailreply" name="emailreply">
<option value="1" <?php echo $emailReply ? 'selected="selected"' : ''; ?>><?php echo $to; ?></option>
<option value="0" <?php echo !$emailReply ? 'selected="selected"' : ''; ?>
>— <?php echo __('Do Not Email Reply'); ?> —</option>
</select>
</td>
</tr>
</tbody>
<?php
if(1) { //Make CC optional feature? NO, for now.
?>
<tbody id="cc_sec"
style="display:<?php echo $emailReply? 'table-row-group':'none'; ?>;">
<tr>
<td width="120">
<label><strong><?php echo __('Collaborators'); ?>:</strong></label>
</td>
<td>
<input type='checkbox' value='1' name="emailcollab" id="emailcollab"
<?php echo ((!$info['emailcollab'] && !$errors) || isset($info['emailcollab']))?'checked="checked"':''; ?>
style="display:<?php echo $ticket->getNumCollaborators() ? 'inline-block': 'none'; ?>;"
>
<?php
$recipients = __('Add Recipients');
if ($ticket->getNumCollaborators())
$recipients = sprintf(__('Recipients (%d of %d)'),
$ticket->getNumActiveCollaborators(),
$ticket->getNumCollaborators());
echo sprintf('<span><a class="collaborators preview"
href="#tickets/%d/collaborators"><span id="recipients">%s</span></a></span>',
$ticket->getId(),
$recipients);
?>
</td>
</tr>
</tbody>
<?php
} ?>
<tbody id="resp_sec">
<?php
if($errors['response']) {?>
<tr><td width="120"> </td><td class="error"><?php echo $errors['response']; ?> </td></tr>
<?php
}?>
<tr>
<td width="120" style="vertical-align:top">
<label><strong><?php echo __('Response');?>:</strong></label>
</td>
<td>
<select id="cannedResp" name="cannedResp">
<option value="0" selected="selected"><?php echo __('Select a canned response');?></option>
<option value='original'><?php echo __('Original Message'); ?></option>
<option value='lastmessage'><?php echo __('Last Message'); ?></option>
<?php
if(($cannedResponses=Canned::responsesByDeptId($ticket->getDeptId()))) {
echo '<option value="0" disabled="disabled">
------------- '.__('Premade Replies').' ------------- </option>';
foreach($cannedResponses as $id =>$title)
echo sprintf('<option value="%d">%s</option>',$id,$title);
}
?>
</select>
<br>
<?php
$signature = '';
switch ($thisstaff->getDefaultSignatureType()) {
case 'dept':
if ($dept && $dept->canAppendSignature())
$signature = $dept->getSignature();
break;
case 'mine':
$signature = $thisstaff->getSignature();
break;
} ?>
<input type="hidden" name="draft_id" value=""/>
<textarea name="response" id="response" cols="50"
data-draft-namespace="ticket.response"
data-signature-field="signature" data-dept-id="<?php echo $dept->getId(); ?>"
data-signature="<?php
echo Format::htmlchars(Format::viewableImages($signature)); ?>"
placeholder="<?php echo __(
'Start writing your response here. Use canned responses from the drop-down above'
); ?>"
data-draft-object-id="<?php echo $ticket->getId(); ?>"
rows="9" wrap="soft"
class="richtext ifhtml draft draft-delete"><?php
echo $info['response']; ?></textarea>
<div id="reply_form_attachments" class="attachments">
<?php
print $response_form->getField('attachments')->render();
?>
</div>
</td>
</tr>
<tr>
<td width="120">
<label for="signature" class="left"><?php echo __('Signature');?>:</label>
</td>
<td>
<?php
$info['signature']=$info['signature']?$info['signature']:$thisstaff->getDefaultSignatureType();
?>
<label><input type="radio" name="signature" value="none" checked="checked"> <?php echo __('None');?></label>
<?php
if($thisstaff->getSignature()) {?>
<label><input type="radio" name="signature" value="mine"
<?php echo ($info['signature']=='mine')?'checked="checked"':''; ?>> <?php echo __('My Signature');?></label>
<?php
} ?>
<?php
if($dept && $dept->canAppendSignature()) { ?>
<label><input type="radio" name="signature" value="dept"
<?php echo ($info['signature']=='dept')?'checked="checked"':''; ?>>
<?php echo sprintf(__('Department Signature (%s)'), Format::htmlchars($dept->getName())); ?></label>
<?php
} ?>
</td>
</tr>
<tr>
<td width="120">
<label><strong><?php echo __('Ticket Status');?>:</strong></label>
</td>
<td>
<select name="reply_status_id">
<?php
$statusId = $info['reply_status_id'] ?: $ticket->getStatusId();
$states = array('open');
if ($thisstaff->canCloseTickets())
$states = array_merge($states, array('closed'));
foreach (TicketStatusList::getStatuses(
array('states' => $states)) as $s) {
if (!$s->isEnabled()) continue;
$selected = ($statusId == $s->getId());
echo sprintf('<option value="%d" %s>%s%s</option>',
$s->getId(),
$selected
? 'selected="selected"' : '',
__($s->getName()),
$selected
? (' ('.__('current').')') : ''
);
}
?>
</select>
</td>
</tr>
</tbody>
</table>
<p style="padding:0 165px;">
<input class="btn_sm" type="submit" value="<?php echo __('Post Reply');?>">
<input class="btn_sm" type="reset" value="<?php echo __('Reset');?>">
</p>
</form>
<?php
} ?>
<form id="note" action="tickets.php?id=<?php echo $ticket->getId(); ?>#note" name="note" method="post" enctype="multipart/form-data">
<?php csrf_token(); ?>
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="locktime" value="<?php echo $cfg->getLockTime(); ?>">
<input type="hidden" name="a" value="postnote">
<table width="100%" border="0" cellspacing="0" cellpadding="3">
<?php
if($errors['postnote']) {?>
<tr>
<td width="120"> </td>
<td class="error"><?php echo $errors['postnote']; ?></td>
</tr>
<?php
} ?>
<tr>
<td width="120" style="vertical-align:top">
<label><strong><?php echo __('Internal Note'); ?>:</strong><span class='error'> *</span></label>
</td>
<td>
<div>
<div class="faded" style="padding-left:0.15em"><?php
echo __('Note title - summary of the note (optional)'); ?></div>
<input type="text" name="title" id="title" size="60" value="<?php echo $info['title']; ?>" >
<br/>
<span class="error"> <?php echo $errors['title']; ?></span>
</div>
<br/>
<div class="error"><?php echo $errors['note']; ?></div>
<textarea name="note" id="internal_note" cols="80"
placeholder="<?php echo __('Note details'); ?>"
rows="9" wrap="soft" data-draft-namespace="ticket.note"
data-draft-object-id="<?php echo $ticket->getId(); ?>"
class="richtext ifhtml draft draft-delete"><?php echo $info['note'];
?></textarea>
<div class="attachments">
<?php
print $note_form->getField('attachments')->render();
?>
</div>
</td>
</tr>
<tr><td colspan="2"> </td></tr>
<tr>
<td width="120">
<label><?php echo __('Ticket Status');?>:</label>
</td>
<td>
<div class="faded"></div>
<select name="note_status_id">
<?php
$statusId = $info['note_status_id'] ?: $ticket->getStatusId();
$states = array('open');
if ($thisstaff->canCloseTickets())
$states = array_merge($states, array('closed'));
foreach (TicketStatusList::getStatuses(
array('states' => $states)) as $s) {
if (!$s->isEnabled()) continue;
$selected = $statusId == $s->getId();
echo sprintf('<option value="%d" %s>%s%s</option>',
$s->getId(),
$selected ? 'selected="selected"' : '',
__($s->getName()),
$selected ? (' ('.__('current').')') : ''
);
}
?>
</select>
<span class='error'>* <?php echo $errors['note_status_id']; ?></span>
</td>
</tr>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="<?php echo __('Post Note');?>">
<input class="btn_sm" type="reset" value="<?php echo __('Reset');?>">
</p>
</form>
<?php
if($thisstaff->canTransferTickets()) { ?>
<form id="transfer" action="tickets.php?id=<?php echo $ticket->getId(); ?>#transfer" name="transfer" method="post" enctype="multipart/form-data">
<?php csrf_token(); ?>
<input type="hidden" name="ticket_id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="transfer">
<table width="100%" border="0" cellspacing="0" cellpadding="3">
<?php
if($errors['transfer']) {
?>
<tr>
<td width="120"> </td>
<td class="error"><?php echo $errors['transfer']; ?></td>
</tr>
<?php
} ?>
<tr>
<td width="120">
<label for="deptId"><strong><?php echo __('Department');?>:</strong></label>
</td>
<td>
<?php
echo sprintf('<span class="faded">'.__('Ticket is currently in <b>%s</b> department.').'</span>', $ticket->getDeptName());
?>
<br>
<select id="deptId" name="deptId">
<option value="0" selected="selected">— <?php echo __('Select Target Department');?> —</option>
<?php
if($depts=Dept::getDepartments()) {
foreach($depts as $id =>$name) {
if($id==$ticket->getDeptId()) continue;
echo sprintf('<option value="%d" %s>%s</option>',
$id, ($info['deptId']==$id)?'selected="selected"':'',$name);
}
}
?>
</select> <span class='error'>* <?php echo $errors['deptId']; ?></span>
</td>
</tr>
<tr>
<td width="120" style="vertical-align:top">
<label><strong><?php echo __('Comments'); ?>:</strong><span class='error'> *</span></label>
</td>
<td>
<textarea name="transfer_comments" id="transfer_comments"
placeholder="<?php echo __('Enter reasons for the transfer'); ?>"
class="richtext ifhtml no-bar" cols="80" rows="7" wrap="soft"><?php
echo $info['transfer_comments']; ?></textarea>
<span class="error"><?php echo $errors['transfer_comments']; ?></span>
</td>
</tr>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="<?php echo __('Transfer');?>">
<input class="btn_sm" type="reset" value="<?php echo __('Reset');?>">
</p>
</form>
<?php
} ?>
<?php
if($thisstaff->canAssignTickets()) { ?>
<form id="assign" action="tickets.php?id=<?php echo $ticket->getId(); ?>#assign" name="assign" method="post" enctype="multipart/form-data">
<?php csrf_token(); ?>
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<input type="hidden" name="a" value="assign">
<table style="width:100%" border="0" cellspacing="0" cellpadding="3">
<?php
if($errors['assign']) {
?>
<tr>
<td width="120"> </td>
<td class="error"><?php echo $errors['assign']; ?></td>
</tr>
<?php
} ?>
<tr>
<td width="120" style="vertical-align:top">
<label for="assignId"><strong><?php echo __('Assignee');?>:</strong></label>
</td>
<td>
<select id="assignId" name="assignId">
<option value="0" selected="selected">— <?php echo __('Select an Agent OR a Team');?> —</option>
<?php
if($ticket->isOpen() && !$ticket->isAssigned())
echo sprintf('<option value="%d">'.__('Claim Ticket (comments optional)').'</option>', $thisstaff->getId());
$sid=$tid=0;
if ($dept->assignMembersOnly())
$users = $dept->getAvailableMembers();
else
$users = Staff::getAvailableStaffMembers();
if ($users) {
echo '<OPTGROUP label="'.sprintf(__('Agents (%d)'), count($users)).'">';
$staffId=$ticket->isAssigned()?$ticket->getStaffId():0;
foreach($users as $id => $name) {
if($staffId && $staffId==$id)
continue;
if (!is_object($name))
$name = new PersonsName($name);
$k="s$id";
echo sprintf('<option value="%s" %s>%s</option>',
$k,(($info['assignId']==$k)?'selected="selected"':''), $name);
}
echo '</OPTGROUP>';
}
if(($teams=Team::getActiveTeams())) {
echo '<OPTGROUP label="'.sprintf(__('Teams (%d)'), count($teams)).'">';
$teamId=(!$sid && $ticket->isAssigned())?$ticket->getTeamId():0;
foreach($teams as $id => $name) {
if($teamId && $teamId==$id)
continue;
$k="t$id";
echo sprintf('<option value="%s" %s>%s</option>',
$k,(($info['assignId']==$k)?'selected="selected"':''),$name);
}
echo '</OPTGROUP>';
}
?>
</select> <span class='error'>* <?php echo $errors['assignId']; ?></span>
<?php
if ($ticket->isAssigned() && $ticket->isOpen()) { ?>
<div class="faded"><?php echo sprintf(__('Ticket is currently assigned to %s'),
sprintf('<b>%s</b>', $ticket->getAssignee())); ?></div> <?php
} elseif ($ticket->isClosed()) { ?>
<div class="faded"><?php echo __('Assigning a closed ticket will <b>reopen</b> it!'); ?></div>
<?php } ?>
</td>
</tr>
<tr>
<td width="120" style="vertical-align:top">
<label><strong><?php echo __('Comments');?>:</strong><span class='error'> </span></label>
</td>
<td>
<textarea name="assign_comments" id="assign_comments"
cols="80" rows="7" wrap="soft"
placeholder="<?php echo __('Enter reasons for the assignment or instructions for assignee'); ?>"
class="richtext ifhtml no-bar"><?php echo $info['assign_comments']; ?></textarea>
<span class="error"><?php echo $errors['assign_comments']; ?></span><br>
</td>
</tr>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="<?php echo $ticket->isAssigned()?__('Reassign'):__('Assign'); ?>">
<input class="btn_sm" type="reset" value="<?php echo __('Reset');?>">
</p>
</form>
<?php
} ?>
</div>
<div style="display:none;" class="dialog" id="print-options">
<h3><?php echo __('Ticket Print Options');?></h3>
<a class="close" href=""><i class="icon-remove-circle"></i></a>
<hr/>
<form action="tickets.php?id=<?php echo $ticket->getId(); ?>" method="post" id="print-form" name="print-form">
<?php csrf_token(); ?>
<input type="hidden" name="a" value="print">
<input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
<fieldset class="notes">
<label class="fixed-size" for="notes"><?php echo __('Print Notes');?>:</label>
<input type="checkbox" id="notes" name="notes" value="1"> <?php echo __('Print <b>Internal</b> Notes/Comments');?>
</fieldset>
<fieldset>
<label class="fixed-size" for="psize"><?php echo __('Paper Size');?>:</label>
<select id="psize" name="psize">
<option value="">— <?php echo __('Select Print Paper Size');?> —</option>
<?php
$psize =$_SESSION['PAPER_SIZE']?$_SESSION['PAPER_SIZE']:$thisstaff->getDefaultPaperSize();
foreach(Export::$paper_sizes as $v) {
echo sprintf('<option value="%s" %s>%s</option>',
$v,($psize==$v)?'selected="selected"':'', __($v));
}
?>
</select>
</fieldset>
<hr style="margin-top:3em"/>
<p class="full-width">
<span class="buttons pull-left">
<input type="reset" value="<?php echo __('Reset');?>">
<input type="button" value="<?php echo __('Cancel');?>" class="close">
</span>
<span class="buttons pull-right">
<input type="submit" value="<?php echo __('Print');?>">
</span>
</p>
</form>
<div class="clear"></div>
</div>
<div style="display:none;" class="dialog" id="confirm-action">
<h3><?php echo __('Please Confirm');?></h3>
<a class="close" href=""><i class="icon-remove-circle"></i></a>
<hr/>
<p class="confirm-action" style="display:none;" id="claim-confirm">
<?php echo __('Are you sure you want to <b>claim</b> (self assign) this ticket?');?>
</p>
<p class="confirm-action" style="display:none;" id="answered-confirm">
<?php echo __('Are you sure you want to flag the ticket as <b>answered</b>?');?>
</p>
<p class="confirm-action" style="display:none;" id="unanswered-confirm">
<?php echo __('Are you sure you want to flag the ticket as <b>unanswered</b>?');?>
</p>
<p class="confirm-action" style="display:none;" id="overdue-confirm">
<?php echo __('Are you sure you want to flag the ticket as <font color="red"><b>overdue</b></font>?');?>
</p>
<p class="confirm-action" style="display:none;" id="banemail-confirm">
<?php echo sprintf(__('Are you sure you want to <b>ban</b> %s?'), $ticket->getEmail());?> <br><br>
<?php echo __('New tickets from the email address will be automatically rejected.');?>
</p>
<p class="confirm-action" style="display:none;" id="unbanemail-confirm">
<?php echo sprintf(__('Are you sure you want to <b>remove</b> %s from ban list?'), $ticket->getEmail()); ?>
</p>
<p class="confirm-action" style="display:none;" id="release-confirm">
<?php echo sprintf(__('Are you sure you want to <b>unassign</b> ticket from <b>%s</b>?'), $ticket->getAssigned()); ?>
</p>
<p class="confirm-action" style="display:none;" id="changeuser-confirm">
<span id="msg_warning" style="display:block;vertical-align:top">
<?php echo sprintf(Format::htmlchars(__('%s <%s> will longer have access to the ticket')),
'<b>'.Format::htmlchars($ticket->getName()).'</b>', Format::htmlchars($ticket->getEmail())); ?>
</span>
<?php echo sprintf(__('Are you sure want to <b>change</b> ticket owner to %s?'),
'<b><span id="newuser">this guy</span></b>'); ?>
</p>
<p class="confirm-action" style="display:none;" id="delete-confirm">
<font color="red"><strong><?php echo __('Are you sure you want to DELETE this ticket?');?></strong></font>
<br><br><?php echo __('Deleted data CANNOT be recovered, including any associated attachments.');?>
</p>
<div><?php echo __('Please confirm to continue.');?></div>
<form action="tickets.php?id=<?php echo $ticket->getId(); ?>" method="post" id="confirm-form" name="confirm-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" id="action" value="">
<hr style="margin-top:1em"/>
<p class="full-width">
<span class="buttons pull-left">
<input type="button" value="<?php echo __('Cancel');?>" class="close">
</span>
<span class="buttons pull-right">
<input type="submit" value="<?php echo __('OK');?>">
</span>
</p>
</form>
<div class="clear"></div>
</div>
<script type="text/javascript">
$(function() {
$(document).on('click', 'a.change-user', function(e) {
e.preventDefault();
var tid = <?php echo $ticket->getOwnerId(); ?>;
var cid = <?php echo $ticket->getOwnerId(); ?>;
var url = 'ajax.php/'+$(this).attr('href').substr(1);
$.userLookup(url, function(user) {
if(cid!=user.id
&& $('.dialog#confirm-action #changeuser-confirm').length) {
$('#newuser').html(user.name +' <'+user.email+'>');
$('.dialog#confirm-action #action').val('changeuser');
$('#confirm-form').append('<input type=hidden name=user_id value='+user.id+' />');
$('#overlay').show();
$('.dialog#confirm-action .confirm-action').hide();
$('.dialog#confirm-action p#changeuser-confirm')
.show()
.parent('div').show().trigger('click');
}
});
});
});
</script>