Ticket Statuses

Standardize on 5 consistent ticket states:- - New (Red/Danger) - Open (Blue/Primary) - On Hold (Green/Success) - Auto Close (Dark/black) - Closed (Dark/black) Update parts of the app where these have deviated from, as they have not been updated everywhere. Other states may be configurable in future via custom fields.
itflow-org · Mar 3, 2024 · b943164 · b943164
1 parent f5a6dc2
commit b943164
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Showing 14 changed files with 155 additions and 139 deletions.
diff --git a/calendar_events.php b/calendar_events.php
@@ -161,15 +161,14 @@
                 $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " created - " . $row['ticket_subject'] . " " . $username . "{" . $ticket_status . "}");
                 $event_start = json_encode($row['ticket_created_at']);
 
-
-                if ($ticket_status == "Closed") {
-                    $event_color = "black";
-                } else if ($ticket_status == "Scheduled") {
-                    $event_color = "grey";
-                } else if ($ticket_status == "Pending-Assignment") {
+                if ($ticket_status == "New") {
                     $event_color = "red";
-                } else {
+                } else if ($ticket_status == "Open") {
                     $event_color = "blue";
+                }  else if ($ticket_status == "On Hold") {
+                    $event_color = "grey";
+                } else {
+                    $event_color = "black";
                 }
 
                 echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
@@ -188,7 +187,7 @@
                 }
 
                 if (strtotime($row['ticket_schedule']) < time()) {
-                    if ($row['ticket_status'] == 'Scheduled') {
+                    if ($row['ticket_status'] == 'On Hold') {
                         $event_color = "red";
                     } else {
                         $event_color = "green";
@@ -200,7 +199,7 @@
                 $ticket_status = strval($row['ticket_status']);
                 $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " scheduled - " . $row['ticket_subject'] . " [" . $username . "]{" . $ticket_status . "}");
                 $event_start = json_encode($row['ticket_schedule']);
-                
+
 
                 echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
             }
@@ -260,4 +259,4 @@ function updateIncrementEndTime() {
         // Update the end date field
         document.getElementById("event_add_end").value = new_end;
     }
-</script>
+</script>
diff --git a/client_events.php b/client_events.php
@@ -161,15 +161,14 @@
                     $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " created - " . $row['ticket_subject'] . " " . $username . "{" . $ticket_status . "}");
                     $event_start = json_encode($row['ticket_created_at']);
 
-
-                    if ($ticket_status == "Closed") {
-                        $event_color = "black";
-                    } else if ($ticket_status == "Scheduled") {
-                        $event_color = "grey";
-                    } else if ($ticket_status == "Pending-Assignment") {
+                    if ($ticket_status == "New") {
                         $event_color = "red";
-                    } else {
+                    } else if ($ticket_status == "Open") {
                         $event_color = "blue";
+                    }  else if ($ticket_status == "On Hold") {
+                        $event_color = "grey";
+                    } else {
+                        $event_color = "black";
                     }
 
                     echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
@@ -200,7 +199,7 @@
                     $ticket_status = strval($row['ticket_status']);
                     $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " scheduled - " . $row['ticket_subject'] . " [" . $username . "]{" . $ticket_status . "}");
                     $event_start = json_encode($row['ticket_schedule']);
-                    
+
 
                     echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
                 }

diff --git a/client_tickets.php b/client_tickets.php
@@ -160,16 +160,16 @@
                     }
                     $ticket_closed_at = nullable_htmlentities($row['ticket_closed_at']);
 
-                    if ($ticket_status == "Pending-Assignment") {
+                    if ($ticket_status == "New") {
                         $ticket_status_color = "danger";
-                    } elseif ($ticket_status == "Assigned") {
+                    } elseif ($ticket_status == "Open") {
                         $ticket_status_color = "primary";
-                    } elseif ($ticket_status == "In-Progress") {
+                    } elseif ($ticket_status == "On Hold") {
                         $ticket_status_color = "success";
+                    } elseif ($ticket_status == "Auto Close") {
+                        $ticket_status_color = "dark";
                     } elseif ($ticket_status == "Closed") {
                         $ticket_status_color = "dark";
-                    } else{
-                        $ticket_status_color = "secondary";
                     }
 
                     if ($ticket_priority == "High") {
@@ -181,6 +181,7 @@
                     } else{
                         $ticket_priority_display = "-";
                     }
+
                     $ticket_assigned_to = intval($row['ticket_assigned_to']);
                     if (empty($ticket_assigned_to)) {
                         if ($ticket_status == "Closed") {

diff --git a/cron.php b/cron.php
@@ -219,20 +219,20 @@
 // Logging
 //mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for asset warranties expiring'");
 
-// Notify of Tickets Pending Assignment
+// Notify of New Tickets
 // Get Ticket Pending Assignment
 $sql_tickets_pending_assignment = mysqli_query($mysqli,"SELECT ticket_id FROM tickets
-    WHERE ticket_status = 'Pending-Assignment'"
+    WHERE ticket_status = 'New'"
 );
 
 $tickets_pending_assignment = mysqli_num_rows($sql_tickets_pending_assignment);
 
 if($tickets_pending_assignment > 0){
 
-    mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Pending Tickets', notification = 'There are $tickets_pending_assignment Tickets pending assignment', notification_action = 'tickets.php?status=Pending-Assignment'");
+    mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Pending Tickets', notification = 'There are $tickets_pending_assignment new tickets pending assignment', notification_action = 'tickets.php?status=New'");
 
     // Logging
-    mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for tickets that are pending assignment'");
+    mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for new tickets that are pending assignment'");
 }
 
 // Recurring (Scheduled) tickets
@@ -262,7 +262,7 @@
         mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1");
 
         // Raise the ticket
-        mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'Open', ticket_created_by = $created_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id");
+        mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'New', ticket_created_by = $created_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id");
         $id = mysqli_insert_id($mysqli);
 
         // Logging
@@ -366,7 +366,7 @@
 // AUTO CLOSE TICKET - CLOSE
 //  Automatically silently closes tickets 22 hrs after the last chase
 
-// Check to make sure autoclose is enabled
+// Check to make sure auto-close is enabled
 if ($config_ticket_autoclose == 1) {
     $sql_tickets_to_chase = mysqli_query(
         $mysqli,
@@ -420,7 +420,7 @@
         $ticket_reply = $ticket_reply_row['ticket_reply'];
 
         $subject = "Ticket pending closure - [$ticket_prefix$ticket_number] - $ticket_subject";
-        $body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>This is an automatic friendly reminder that your ticket regarding $ticket_subject will be closed, unless you respond.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>If your issue is resolved, you can ignore this email - the ticket will automatically close. If you need further assistance, please respond to this email.  <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
+        $body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>This is an automatic friendly reminder that your ticket regarding $ticket_subject will be closed, unless you respond.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>If your issue is resolved, you can ignore this email - the ticket will automatically close shortly. If you need further assistance, please respond to this email.  <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
 
         $data = [
             [

diff --git a/cron_ticket_email_parser.php b/cron_ticket_email_parser.php
@@ -106,7 +106,7 @@
 function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message, $attachments) {
 
     // Access global variables
-    global $mysqli, $company_name, $company_phone, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_ticket_new_ticket_notification_email, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
+    global $mysqli,$config_app_name, $company_name, $company_phone, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_ticket_new_ticket_notification_email, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
 
     // Get the next Ticket Number and add 1 for the new ticket number
     $ticket_number_sql = mysqli_fetch_array(mysqli_query($mysqli, "SELECT config_ticket_next_number FROM settings WHERE company_id = 1"));
@@ -118,7 +118,7 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
     $message = nl2br($message);
     $message = mysqli_escape_string($mysqli, "<i>Email from: $contact_email at $date:-</i> <br><br>$message");
 
-    mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', ticket_priority = 'Low', ticket_status = 'Pending-Assignment', ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id");
+    mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', ticket_priority = 'Low', ticket_status = 'New', ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id");
     $id = mysqli_insert_id($mysqli);
 
     // Logging
@@ -162,9 +162,9 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
     $data = [];
     // E-mail client notification that ticket has been created
     if ($config_ticket_client_general_notifications == 1) {
-        
+
         $subject_email = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject";
-        $body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: Open<br>https://$config_base_url/portal/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
+        $body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: New<br>https://$config_base_url/portal/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
 
         $data[] = [
             'from' => $config_ticket_from_email,
@@ -184,7 +184,7 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
         $client_row = mysqli_fetch_array($client_sql);
         $client_name = sanitizeInput($client_row['client_name']);
 
-        $email_subject = "ITFlow - New Ticket - $client_name: $subject";
+        $email_subject = "$config_app_name - New Ticket - $client_name: $subject";
         $email_body = "Hello, <br><br>This is a notification that a new ticket has been raised in ITFlow. <br>Client: $client_name<br>Priority: Low (email parsed)<br>Link: https://$config_base_url/ticket.php?ticket_id=$id <br><br>--------------------------------<br><br><b>$subject</b><br>$details";
 
         $data[] = [
@@ -209,7 +209,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
     // Add email as a comment/reply to an existing ticket
 
     // Access global variables
-    global $mysqli, $company_name, $company_phone, $config_ticket_prefix, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
+    global $mysqli, $config_app_name, $company_name, $company_phone, $config_ticket_prefix, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
 
     // Set default reply type
     $ticket_reply_type = 'Client';
@@ -221,27 +221,30 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
     $message = mysqli_escape_string($mysqli, "<i>Email from: $from_email at $date:-</i> <br><br>$message");
 
     // Lookup the ticket ID
-    $row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email
+    $row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email, client_name
         FROM tickets
         LEFT JOIN contacts on tickets.ticket_contact_id = contacts.contact_id
+        LEFT JOIN clients on tickets.ticket_client_id = clients.client_id
         WHERE ticket_number = $ticket_number LIMIT 1"));
 
     if ($row) {
 
         // Get ticket details
         $ticket_id = intval($row['ticket_id']);
+        $ticket_subject = sanitizeInput($row['ticket_subject']);
         $ticket_status = sanitizeInput($row['ticket_status']);
         $ticket_reply_contact = intval($row['ticket_contact_id']);
         $ticket_contact_email = sanitizeInput($row['contact_email']);
         $client_id = intval($row['ticket_client_id']);
+        $client_name = sanitizeInput($row['client_name']);
 
         // Check ticket isn't closed - tickets can't be re-opened
         if ($ticket_status == "Closed") {
             mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = 'Email parser: $from_email attempted to re-open ticket $config_ticket_prefix$ticket_number (ID $ticket_id) - check inbox manually to see email', notification_action = 'ticket.php?ticket_id=$ticket_id', notification_client_id = $client_id");
 
             $email_subject = "Action required: This ticket is already closed";
             $email_body = "Hi there, <br><br>You\'ve tried to reply to a ticket that is closed - we won\'t see your response. <br><br>Please raise a new ticket by sending a fresh e-mail to our support address below. <br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
-            
+
             $data = [
                 [
                     'from' => $config_ticket_from_email,
@@ -252,7 +255,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
                     'body' => $email_body
                 ]
             ];
-            
+
             addToMailQueue($mysqli, $data);
 
             return true;
@@ -332,17 +335,17 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
                 $tech_email = sanitizeInput($tech_row['user_email']);
                 $tech_name = sanitizeInput($tech_row['user_name']);
 
-                $subject = "Ticket updated - [$config_ticket_prefix$ticket_number] - $subject";
-                $body    = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $tech_name,<br><br>A new reply has been added to the ticket \"$subject\".<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: Open<br>https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
+                $email_subject = "$config_app_name - Ticket updated - [$config_ticket_prefix$ticket_number] $ticket_subject";
+                $email_body    = "Hello $tech_name,<br><br>A new reply has been added to the below ticket, check ITFlow for full details.<br><br>Client: $client_name<br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $ticket_subject<br><br>https://$config_base_url/ticket.php?ticket_id=$ticket_id";
 
                 $data = [
                     [
                         'from' => $config_ticket_from_email,
                         'from_name' => $config_ticket_from_name,
                         'recipient' => $tech_email,
                         'recipient_name' => $tech_name,
-                        'subject' => $subject,
-                        'body' => $body
+                        'subject' => $email_subject,
+                        'body' => $email_body
                     ]
                 ];
 
@@ -353,7 +356,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
         }
 
         // Update Ticket Last Response Field & set ticket to open as client has replied
-        mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Client-Replied' WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
+        mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Open' WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
 
         echo "Updated existing ticket.<br>";
         mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Update', log_description = 'Email parser: Client contact $from_email updated ticket $config_ticket_prefix$ticket_number ($subject)', log_client_id = $client_id");