<?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->isAssigned() && (
($staff && $staff->getId()!=$thisstaff->getId())
|| ($team && !$team->hasMember($thisstaff))
))
$warn.=' <span class="Icon assignedTicket">Ticket is assigned to '.implode('/', $ticket->getAssignees()).'</span>';
if(!$errors['err'] && ($lock && $lock->getStaffId()!=$thisstaff->getId()))
$errors['err']='This ticket is currently locked by '.$lock->getStaffName();
if(!$errors['err'] && ($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="50%" class="has_bottom_border">
<h2><a href="tickets.php?id=<?php echo $ticket->getId(); ?>"
title="Reload"><i class="icon-refresh"></i> Ticket #<?php echo $ticket->getNumber(); ?></a></h2>
</td>
<td width="50%" class="right_align has_bottom_border">
<?php
if ($thisstaff->canBanEmails()
|| $thisstaff->canEditTickets()
|| ($dept && $dept->isManager($thisstaff))) { ?>
<span class="action-button" data-dropdown="#action-dropdown-more">
<span ><i class="icon-cog"></i> More</span>
<i class="icon-caret-down"></i>
</span>
<?php
} ?>
<?php if($thisstaff->canDeleteTickets()) { ?>
<a id="ticket-delete" class="action-button confirm-action" href="#delete"><i class="icon-trash"></i> Delete</a>
<?php } ?>
<?php
if($thisstaff->canCloseTickets()) {
if($ticket->isOpen()) {?>
<a id="ticket-close" class="action-button" href="#close"><i class="icon-remove-circle"></i> Close</a>
<?php
} else { ?>
<a id="ticket-reopen" class="action-button" href="#reopen"><i class="icon-undo"></i> Reopen</a>
<?php
} ?>
<?php
} ?>
<?php
if($thisstaff->canEditTickets()) { ?>
<a class="action-button" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=edit"><i class="icon-edit"></i> Edit</a>
<?php
} ?>
<?php
if($ticket->isOpen() && !$ticket->isAssigned() && $thisstaff->canAssignTickets()) {?>
<a id="ticket-claim" class="action-button confirm-action" href="#claim"><i class="icon-user"></i> Claim</a>
<?php
}?>
<span class="action-button" data-dropdown="#action-dropdown-print">
<a id="ticket-print" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print"><i class="icon-print"></i> 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> Ticket Thread</a>
<li><a class="no-pjax" target="_blank" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print¬es=1"><i
class="icon-file-text-alt"></i> Thread + Internal Notes</a>
</ul>
</div>
<div id="action-dropdown-more" class="action-dropdown anchor-right">
<ul>
<?php
if($thisstaff->canEditTickets()) { ?>
<li><a class="change-user" href="#tickets/<?php echo $ticket->getId(); ?>/change-user"><i class="icon-user"></i> Change Ticket Owner</a></li>
<?php
}
if($ticket->isOpen() && ($dept && $dept->isManager($thisstaff))) {
if($ticket->isAssigned()) { ?>
<li><a class="confirm-action" id="ticket-release" href="#release"><i class="icon-user"></i> Release (unassign) Ticket</a></li>
<?php
}
if(!$ticket->isOverdue()) { ?>
<li><a class="confirm-action" id="ticket-overdue" href="#overdue"><i class="icon-bell"></i> 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> Mark as Unanswered</a></li>
<?php
} else { ?>
<li><a class="confirm-action" id="ticket-answered" href="#answered"><i class="icon-circle-arrow-right"></i> 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> 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> Ban Email (<?php echo $ticket->getEmail(); ?>)</a></li>
<?php
} elseif($unbannable) { ?>
<li><a class="confirm-action" id="ticket-banemail"
href="#unbanemail"><i class="icon-undo"></i> Unban Email (<?php echo $ticket->getEmail(); ?>)</a></li>
<?php
}
}?>
</ul>
</div>
</td>
</tr>
</table>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
<tr>
<td width="50%">
<table border="0" cellspacing="" cellpadding="4" width="100%">
<tr>
<th width="100">Status:</th>
<td><?php echo ucfirst($ticket->getStatus()); ?></td>
</tr>
<tr>
<th>Priority:</th>
<td><?php echo $ticket->getPriority(); ?></td>
</tr>
<tr>
<th>Department:</th>
<td><?php echo Format::htmlchars($ticket->getDeptName()); ?></td>
</tr>
<tr>
<th>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">Client:</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($user) {
echo sprintf(' <a href="tickets.php?a=search&uid=%d" title="Related Tickets" data-dropdown="#action-dropdown-stats">(<b>%d</b>)</a>',
urlencode($user->getId()), $user->getNumTickets());
?>
<div id="action-dropdown-stats" class="action-dropdown anchor-right">
<ul>
<?php
if(($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> %d Open Tickets</a></li>',
$user->getId(), $open);
if(($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> %d Closed Tickets</a></li>',
$user->getId(), $closed);
?>
<li><a href="tickets.php?a=search&uid=<?php echo $ticket->getOwnerId(); ?>"><i class="icon-double-angle-right icon-fixed-width"></i> All Tickets</a></li>
<li><a href="users.php?id=<?php echo $user->getId(); ?>"><i class="icon-user icon-fixed-width"></i> Manage Client</a></li>
<?php if ($user->getOrgId()) { ?>
<li><a href="orgs.php?id=<?php echo $user->getOrgId(); ?>"><i class="icon-building icon-fixed-width"></i> Manage Organization</a></li>
<?php } ?>
</u>
</div>
<?php
}
?>
</td>
</tr>
<tr>
<th>Email:</th>
<td>
<span id="user-<?php echo $ticket->getOwnerId(); ?>-email"><?php echo $ticket->getEmail(); ?></span>
</td>
</tr>
<tr>
<th>Phone:</th>
<td>
<span id="user-<?php echo $ticket->getOwnerId(); ?>-phone"><?php echo $ticket->getPhoneNumber(); ?></span>
</td>
</tr>
<tr>
<th>Source:</th>
<td><?php
echo Format::htmlchars($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($ticket->isOpen()) { ?>
<tr>
<th width="100">Assigned To:</th>
<td>
<?php
if($ticket->isAssigned())
echo Format::htmlchars(implode('/', $ticket->getAssignees()));
else
echo '<span class="faded">— Unassigned —</span>';
?>
</td>
</tr>
<?php
} else { ?>
<tr>
<th width="100">Closed By:</th>
<td>
<?php
if(($staff = $ticket->getStaff()))
echo Format::htmlchars($staff->getName());
else
echo '<span class="faded">— Unknown —</span>';
?>
</td>
</tr>
<?php
} ?>
<tr>
<th>SLA Plan:</th>
<td><?php echo $sla?Format::htmlchars($sla->getName()):'<span class="faded">— none —</span>'; ?></td>
</tr>
<?php
if($ticket->isOpen()){ ?>
<tr>
<th>Due Date:</th>
<td><?php echo Format::db_datetime($ticket->getEstDueDate()); ?></td>
</tr>
<?php
}else { ?>
<tr>
<th>Close Date:</th>
<td><?php echo Format::db_datetime($ticket->getCloseDate()); ?></td>
</tr>
<?php
}
?>
</table>
</td>
<td width="50%">
<table cellspacing="0" cellpadding="4" width="100%" border="0">
<tr>
<th width="100">Help Topic:</th>
<td><?php echo Format::htmlchars($ticket->getHelpTopic()); ?></td>
</tr>
<tr>
<th nowrap>Last Message:</th>
<td><?php echo Format::db_datetime($ticket->getLastMsgDate()); ?></td>
</tr>
<tr>
<th nowrap>Last Response:</th>
<td><?php echo Format::db_datetime($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($answers) == 0)
continue;
?>
</tr><tr>
<td colspan="2">
<table cellspacing="0" cellpadding="4" width="100%" border="0">
<?php foreach($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>
<?php
$idx++;
} ?>
</tr>
</table>
<div class="clear"></div>
<h2 style="padding:10px 0 5px 0; font-size:11pt;"><?php echo Format::htmlchars($ticket->getSubject()); ?></h2>
<?php
$tcount = $ticket->getThreadCount();
$tcount+= $ticket->getNumNotes();
?>
<ul id="threads">
<li><a class="active" id="toggle_ticket_thread" href="#">Ticket Thread (<?php echo $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">Post Reply</a></li>
<?php
} ?>
<li><a id="note_tab" href="#note">Post Internal Note</a></li>
<?php
if($thisstaff->canTransferTickets()) { ?>
<li><a id="transfer_tab" href="#transfer">Dept. Transfer</a></li>
<?php
}
if($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>TO:</strong></label>
</td>
<td>
<?php
# XXX: Add user-to-name and user-to-email HTML ID#s
$to =sprintf('%s <%s>', $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"' : ''; ?>
>—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 $emailReply? 'table-row-group':'none'; ?>;">
<tr>
<td width="120">
<label><strong>Collaborators:</strong></label>
</td>
<td>
<input type='checkbox' value='1' name="emailcollab" id="emailcollab"
<?php echo ((!$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 $errors['response']; ?> </td></tr>
<?php
}?>
<tr>
<td width="120" style="vertical-align:top">
<label><strong>Response:</strong></label>
</td>
<td>
<?php
if(($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
}
$signature = '';
switch ($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="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"><?php
echo $info['response']; ?></textarea>
</td>
</tr>
<?php
if($cfg->allowAttachments()) { ?>
<tr>
<td width="120" style="vertical-align:top">
<label for="attachment">Attachments:</label>
</td>
<td id="reply_form_attachments" class="attachments">
<div class="canned_attachments">
</div>
<div class="uploads">
</div>
<div class="file_input">
<input type="file" class="multifile" name="attachments[]" size="30" value="" />
</div>
</td>
</tr>
<?php
}?>
<tr>
<td width="120">
<label for="signature" class="left">Signature:</label>
</td>
<td>
<?php
$info['signature']=$info['signature']?$info['signature']:$thisstaff->getDefaultSignatureType();
?>
<label><input type="radio" name="signature" value="none" checked="checked"> None</label>
<?php
if($thisstaff->getSignature()) {?>
<label><input type="radio" name="signature" value="mine"
<?php echo ($info['signature']=='mine')?'checked="checked"':''; ?>> My signature</label>
<?php
} ?>
<?php
if($dept && $dept->canAppendSignature()) { ?>
<label><input type="radio" name="signature" value="dept"
<?php echo ($info['signature']=='dept')?'checked="checked"':''; ?>>
Dept. Signature (<?php echo Format::htmlchars($dept->getName()); ?>)</label>
<?php
} ?>
</td>
</tr>
<?php
if($ticket->isClosed() || $thisstaff->canCloseTickets()) { ?>
<tr>
<td width="120">
<label><strong>Ticket Status:</strong></label>
</td>
<td>
<?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
} ?>
</td>
</tr>
<?php
} ?>
</tbody>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="Post Reply">
<input class="btn_sm" type="reset" value="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>Internal Note:</strong><span class='error'> *</span></label>
</td>
<td>
<div>
<div class="faded" style="padding-left:0.15em">
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/>
<textarea name="note" id="internal_note" cols="80"
placeholder="Note details"
rows="9" wrap="soft" data-draft-namespace="ticket.note"
data-draft-object-id="<?php echo $ticket->getId(); ?>"
class="richtext ifhtml draft"><?php echo $info['note'];
?></textarea>
<span class="error"><?php echo $errors['note']; ?></span>
<br>
</td>
</tr>
<?php
if($cfg->allowAttachments()) { ?>
<tr>
<td width="120">
<label for="attachment">Attachments:</label>
</td>
<td class="attachments">
<div class="uploads">
</div>
<div class="file_input">
<input type="file" class="multifile" name="attachments[]" size="30" value="" />
</div>
</td>
</tr>
<?php
}
?>
<tr><td colspan="2"> </td></tr>
<tr>
<td width="120">
<label>Ticket Status:</label>
</td>
<td>
<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 $errors['state']; ?></span>
</td>
</tr>
</div>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="Post Note">
<input class="btn_sm" type="reset" value="Reset">
</p>
</form>
<?php
if($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>Department:</strong></label>
</td>
<td>
<?php
echo sprintf('<span class="faded">Ticket is currently in <b>%s</b> department.</span>', $ticket->getDeptName());
?>
<br>
<select id="deptId" name="deptId">
<option value="0" selected="selected">— Select Target Department —</option>
<?php
if($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>Comments:</strong><span class='error'> *</span></label>
</td>
<td>
<textarea name="transfer_comments" id="transfer_comments"
placeholder="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 $errors['transfer_comments']; ?></span>
</td>
</tr>
</table>
<p style="padding-left:165px;">
<input class="btn_sm" type="submit" value="Transfer">
<input class="btn_sm" type="reset" value="Reset">
</p>
</form>
<?php
} ?>
<?php
if($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 $errors['assign']; ?></td>
</tr>
<?php
} ?>
<tr>
<td width="120" style="vertical-align:top">
<label for="assignId"><strong>Assignee:</strong></label>
</td>
<td>
<select id="assignId" name="assignId">
<option value="0" selected="selected">— Select Staff Member OR a Team —</option>
<?php
if($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)
continue;
$k="s$id";
echo sprintf('<option value="%s" %s>%s</option>',
$k,(($info['assignId']==$k)?'selected="selected"':''),$name);
}
echo '</OPTGROUP>';
}
if(($teams=Team::getActiveTeams())) {
echo '<OPTGROUP label="Teams ('.count($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()) {
echo sprintf('<div class="faded">Ticket is currently assigned to <b>%s</b></div>',
$ticket->getAssignee());
} elseif ($ticket->isClosed()) { ?>
<div class="faded">Assigning a closed ticket will <b>reopen</b> it!</div>
<?php } ?>
</td>
</tr>
<tr>
<td width="120" style="vertical-align:top">
<label><strong>Comments:</strong><span class='error'> *</span></label>
</td>
<td>
<textarea name="assign_comments" id="assign_comments"
cols="80" rows="7" wrap="soft"
placeholder="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="Reset">
</p>
</form>
<?php
} ?>
</div>
<div style="display:none;" class="dialog" id="print-options">
<h3>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 for="notes">Print Notes:</label>
<input type="checkbox" id="notes" name="notes" value="1"> Print <b>Internal</b> Notes/Comments
</fieldset>
<fieldset>
<label for="psize">Paper Size:</label>
<select id="psize" name="psize">
<option value="">— Select Print Paper Size —</option>
<?php
$options=array('Letter', 'Legal', 'A4', 'A3');
$psize =$_SESSION['PAPER_SIZE']?$_SESSION['PAPER_SIZE']:$thisstaff->getDefaultPaperSize();
foreach($options as $v) {
echo sprintf('<option value="%s" %s>%s</option>',
$v,($psize==$v)?'selected="selected"':'', $v);
}
?>
</select>
</fieldset>
<hr style="margin-top:3em"/>
<p class="full-width">
<span class="buttons" style="float:left">
<input type="reset" value="Reset">
<input type="button" value="Cancel" class="close">
</span>
<span class="buttons" style="float:right">
<input type="submit" value="Print">
</span>
</p>
</form>
<div class="clear"></div>
</div>
<div style="display:none;" class="dialog" id="ticket-status">
<h3><?php echo sprintf('%s Ticket #%s', ($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'); ?>
<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'; ?>">
<fieldset>
<div style="margin-bottom:0.5em">
<em>Reasons for status change (internal note). Optional but highly recommended.</em>
</div>
<textarea name="ticket_status_notes" id="ticket_status_notes" cols="50" rows="5" wrap="soft"
style="width:100%"
class="richtext ifhtml no-bar"><?php echo $info['ticket_status_notes']; ?></textarea>
</fieldset>
<hr style="margin-top:1em"/>
<p class="full-width">
<span class="buttons" style="float:left">
<input type="reset" value="Reset">
<input type="button" value="Cancel" class="close">
</span>
<span class="buttons" style="float:right">
<input type="submit" value="<?php echo $ticket->isClosed()?'Reopen':'Close'; ?>">
</span>
</p>
</form>
<div class="clear"></div>
</div>
<div style="display:none;" class="dialog" id="confirm-action">
<h3>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">
Are you sure want to <b>claim</b> (self assign) this ticket?
</p>
<p class="confirm-action" style="display:none;" id="answered-confirm">
Are you sure want to flag the ticket as <b>answered</b>?
</p>
<p class="confirm-action" style="display:none;" id="unanswered-confirm">
Are you sure want to flag the ticket as <b>unanswered</b>?
</p>
<p class="confirm-action" style="display:none;" id="overdue-confirm">
Are you sure want to flag the ticket as <font color="red"><b>overdue</b></font>?
</p>
<p class="confirm-action" style="display:none;" id="banemail-confirm">
Are you sure want to <b>ban</b> <?php echo $ticket->getEmail(); ?>? <br><br>
New tickets from the email address will be auto-rejected.
</p>
<p class="confirm-action" style="display:none;" id="unbanemail-confirm">
Are you sure want to <b>remove</b> <?php echo $ticket->getEmail(); ?> from ban list?
</p>
<p class="confirm-action" style="display:none;" id="release-confirm">
Are you sure want to <b>unassign</b> ticket from <b><?php echo $ticket->getAssigned(); ?></b>?
</p>
<p class="confirm-action" style="display:none;" id="changeuser-confirm">
<span id="msg_warning" style="display:block;vertical-align:top">
<b><?php echo Format::htmlchars($ticket->getName()); ?></b> <<?php echo $ticket->getEmail(); ?>>
<br> will no longer have access to the ticket.
</span>
Are you sure want to <b>change</b> ticket owner to <b><span id="newuser">this guy</span></b>?
</p>
<p class="confirm-action" style="display:none;" id="delete-confirm">
<font color="red"><strong>Are you sure you want to DELETE this ticket?</strong></font>
<br><br>Deleted tickets CANNOT be recovered, including any associated attachments.
</p>
<div>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" style="float:left">
<input type="button" value="Cancel" class="close">
</span>
<span class="buttons" style="float:right">
<input type="submit" value="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>