Ticketing updates - guest view & resolved vs closed

- Swap autclose for resolved to allow temporarily re-opening resolved tickets for 72 hrs after closure - Add guest view URL for tickets
itflow-org · Aug 17, 2024 · d80334a · d80334a
1 parent d931623
commit d80334a
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Showing 24 changed files with 738 additions and 204 deletions.
diff --git a/client_tickets.php b/client_tickets.php
@@ -9,11 +9,11 @@
 
 if (isset($_GET['status']) && ($_GET['status']) == 'Closed') {
     $status = 'Closed';
-    $ticket_status_snippet = "ticket_closed_at IS NOT NULL";
+    $ticket_status_snippet = "ticket_resolved_at IS NOT NULL";
 } else {
     // Default - Show open tickets
     $status = 'Open';
-    $ticket_status_snippet = "ticket_closed_at IS NULL";
+    $ticket_status_snippet = "ticket_resolved_at IS NULL";
 }
 
 if (isset($_GET['billable']) && ($_GET['billable']) == '1') {
@@ -49,12 +49,12 @@
 $num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()"));
 
 //Get Total tickets open
-$sql_total_tickets_open = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_open FROM tickets WHERE ticket_client_id = $client_id AND ticket_closed_at IS NULL");
+$sql_total_tickets_open = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_open FROM tickets WHERE ticket_client_id = $client_id AND ticket_resolved_at IS NULL");
 $row = mysqli_fetch_array($sql_total_tickets_open);
 $total_tickets_open = intval($row['total_tickets_open']);
 
 //Get Total tickets closed
-$sql_total_tickets_closed = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_closed FROM tickets WHERE ticket_client_id = $client_id AND ticket_closed_at IS NOT NULL");
+$sql_total_tickets_closed = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS total_tickets_closed FROM tickets WHERE ticket_client_id = $client_id AND ticket_resolved_at IS NOT NULL");
 $row = mysqli_fetch_array($sql_total_tickets_closed);
 $total_tickets_closed = intval($row['total_tickets_closed']);
 
@@ -215,7 +215,7 @@
 
                     ?>
 
-                    <tr class="<?php if(empty($ticket_reply_created_at)) { echo "text-bold"; }?> <?php if ($ticket_reply_type == "Client") { echo "table-warning"; } ?>">
+                    <tr class="<?php if(empty($ticket_reply_created_at)) { echo "text-bold"; }?> <?php if (empty($ticket_closed_at) && $ticket_reply_type == "Client") { echo "table-warning"; } ?>">
 
                         <!-- Ticket Number -->
                         <td>
@@ -263,8 +263,10 @@
 
                         <!-- Ticket Last Response -->
                         <td>
-                            <div title="<?php echo $ticket_reply_created_at; ?>"><?php echo $ticket_reply_created_at_time_ago; ?></div>
-                            <div><?php echo $ticket_reply_by_display; ?></div>
+                            <?php if (!empty($ticket_reply_created_at)) { ?>
+                                <div title="<?php echo $ticket_reply_created_at; ?>"><?php echo $ticket_reply_created_at_time_ago; ?></div>
+                                <div><?php echo $ticket_reply_by_display; ?></div>
+                            <?php } ?>
                         </td>
 
                         <!-- Ticket Created At -->

diff --git a/cron.php b/cron.php
@@ -51,7 +51,6 @@
 $config_ticket_from_name = sanitizeInput($row['config_ticket_from_name']);
 $config_ticket_from_email = sanitizeInput($row['config_ticket_from_email']);
 $config_ticket_client_general_notifications = intval($row['config_ticket_client_general_notifications']);
-$config_ticket_autoclose = intval($row['config_ticket_autoclose']);
 $config_ticket_autoclose_hours = intval($row['config_ticket_autoclose_hours']);
 $config_ticket_new_ticket_notification_email = sanitizeInput($row['config_ticket_new_ticket_notification_email']);
 
@@ -380,86 +379,32 @@
 //mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created sent out recurring tickets'");
 
 
-// AUTO CLOSE TICKET - CLOSE
-//  Automatically silently closes tickets 22 hrs after the last chase
+// TICKET RESOLUTION/CLOSURE PROCESS
+// Changes tickets status from 'Resolved' >> 'Closed' after a defined interval
 
-// Check to make sure auto-close is enabled
-if ($config_ticket_autoclose == 1) {
-    $sql_tickets_to_chase = mysqli_query(
-        $mysqli,
-        "SELECT * FROM tickets 
-        WHERE ticket_status = 4
-        AND ticket_updated_at < NOW() - INTERVAL $config_ticket_autoclose_hours HOUR"
-    );
-
-    while ($row = mysqli_fetch_array($sql_tickets_to_chase)) {
-
-        $ticket_id = $row['ticket_id'];
-        $ticket_prefix = sanitizeInput($row['ticket_prefix']);
-        $ticket_number = intval($row['ticket_number']);
-        $ticket_subject = sanitizeInput($row['ticket_subject']);
-        $ticket_status = sanitizeInput($row['ticket_status']);
-        $ticket_assigned_to = sanitizeInput($row['ticket_assigned_to']);
-        $client_id = intval($row['ticket_client_id']);
-
-        mysqli_query($mysqli,"UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW(), ticket_closed_by = $ticket_assigned_to WHERE ticket_id = $ticket_id");
-
-        //Logging
-        mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Closed', log_description = '$ticket_prefix$ticket_number auto closed', log_entity_id = $ticket_id");
-
-    }
-
-
-    // AUTO CLOSE TICKETS - CHASE
-    //  Automatically sends a chaser email after approx 48 hrs/2 days
-    $sql_tickets_to_chase = mysqli_query(
-        $mysqli,
-        "SELECT contact_name, contact_email, ticket_id, ticket_prefix, ticket_number, ticket_subject, ticket_status, ticket_client_id FROM tickets 
-        LEFT JOIN clients ON ticket_client_id = client_id 
-        LEFT JOIN contacts ON ticket_contact_id = contact_id
-        WHERE ticket_status = 4
-        AND ticket_updated_at < NOW() - INTERVAL 48 HOUR"
-    );
-
-    while ($row = mysqli_fetch_array($sql_tickets_to_chase)) {
+$sql_resolved_tickets_to_close = mysqli_query(
+    $mysqli,
+    "SELECT * FROM tickets 
+    WHERE ticket_status = 4
+    AND ticket_updated_at < NOW() - INTERVAL $config_ticket_autoclose_hours HOUR"
+);
 
-        $contact_name = sanitizeInput($row['contact_name']);
-        $contact_email = sanitizeInput($row['contact_email']);
-        $ticket_id = intval($row['ticket_id']);
-        $ticket_prefix = sanitizeInput($row['ticket_prefix']);
-        $ticket_number = intval($row['ticket_number']);
-        $ticket_subject = sanitizeInput($row['ticket_subject']);
-        $ticket_status = sanitizeInput( getTicketStatusName($row['ticket_status']));
-        $client_id = intval($row['ticket_client_id']);
-
-        $sql_ticket_reply = mysqli_query($mysqli, "SELECT ticket_reply FROM ticket_replies WHERE ticket_reply_type = 'Public' AND ticket_reply_ticket_id = $ticket_id ORDER BY ticket_reply_created_at DESC LIMIT 1");
-        $ticket_reply_row = mysqli_fetch_array($sql_ticket_reply);
-        $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";
+while ($row = mysqli_fetch_array($sql_resolved_tickets_to_close)) {
 
-        $data = [
-            [
-                'from' => $config_ticket_from_email,
-                'from_name' => $config_ticket_from_name,
-                'recipient' => $contact_email,
-                'recipient_name' => $contact_name,
-                'subject' => $subject,
-                'body' => $body
-            ]
-        ];
-        $mail = addToMailQueue($mysqli, $data);
+    $ticket_id = $row['ticket_id'];
+    $ticket_prefix = sanitizeInput($row['ticket_prefix']);
+    $ticket_number = intval($row['ticket_number']);
+    $ticket_subject = sanitizeInput($row['ticket_subject']);
+    $ticket_status = sanitizeInput($row['ticket_status']);
+    $ticket_assigned_to = sanitizeInput($row['ticket_assigned_to']);
+    $client_id = intval($row['ticket_client_id']);
 
-        if ($mail !== true) {
-            mysqli_query($mysqli,"INSERT INTO notifications SET notification_type = 'Mail', notification = 'Failed to send email to $contact_email'");
-            mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Failed to send email to $contact_email regarding $subject. $mail'");
-        }
+    mysqli_query($mysqli,"UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW(), ticket_closed_by = $ticket_assigned_to WHERE ticket_id = $ticket_id");
 
-        mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket Reply', log_action = 'Create', log_description = 'Auto close chaser email sent to $contact_email for ticket $ticket_prefix$ticket_number - $ticket_subject', log_client_id = $client_id");
+    //Logging
+    mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Closed', log_description = '$ticket_prefix$ticket_number auto closed', log_entity_id = $ticket_id");
 
-    }
+    //TODO: Add client notifs if $config_ticket_client_general_notifications is on
 }
 
 if ($config_send_invoice_reminders == 1) {

diff --git a/cron_ticket_email_parser.php b/cron_ticket_email_parser.php
@@ -95,7 +95,10 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
     $contact_email_esc = mysqli_real_escape_string($mysqli, $contact_email);
     $client_id_esc = intval($client_id);
 
-    mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$ticket_prefix_esc', ticket_number = $ticket_number, ticket_subject = '$subject_esc', ticket_details = '$message_esc', ticket_priority = 'Low', ticket_status = 1, ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id_esc");
+    //Generate a unique URL key for clients to access
+    $url_key = randomString(156);
+
+    mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$ticket_prefix_esc', ticket_number = $ticket_number, ticket_subject = '$subject_esc', ticket_details = '$message_esc', ticket_priority = 'Low', ticket_status = 1, ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_url_key = '$url_key', ticket_client_id = $client_id_esc");
     $id = mysqli_insert_id($mysqli);
 
     echo "Created new ticket.<br>";
@@ -213,7 +216,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
             mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = 'Email parser: $from_email attempted to re-open ticket $config_ticket_prefix_esc$ticket_number_esc (ID $ticket_id_esc) - check inbox manually to see email', notification_action = 'ticket.php?ticket_id=$ticket_id_esc', notification_client_id = $client_id_esc");
 
             $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";
+            $email_body = "Hi there, <br><br>You've tried to reply to a ticket that is closed - we won't see your response. <br><br>Please raise a new ticket by sending a new e-mail to our support address below. <br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
 
             $data = [
                 [
@@ -301,7 +304,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
             }
         }
 
-        mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2 WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
+        mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL 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_esc updated ticket $config_ticket_prefix$ticket_number_esc ($subject)', log_client_id = $client_id");

diff --git a/database_updates.php b/database_updates.php
@@ -2084,16 +2084,52 @@
         mysqli_query($mysqli, "UPDATE `settings` SET `config_current_database_version` = '1.4.2'");
     }
 
-    // if (CURRENT_DATABASE_VERSION == '1.4.2') {
-    mysqli_query($mysqli, "ALTER TABLE `settings` ADD `config_ticket_email_parse_unknown_senders` INT(1) NOT NULL DEFAULT '0' AFTER `config_ticket_email_parse`");
+    if (CURRENT_DATABASE_VERSION == '1.4.2') {
+        mysqli_query($mysqli, "ALTER TABLE `settings` ADD `config_ticket_email_parse_unknown_senders` INT(1) NOT NULL DEFAULT '0' AFTER `config_ticket_email_parse`");
 
-    mysqli_query($mysqli, "UPDATE `settings` SET `config_current_database_version` = '1.4.3'");
-    // }
+        mysqli_query($mysqli, "UPDATE `settings` SET `config_current_database_version` = '1.4.3'");
+    }
+
+     if (CURRENT_DATABASE_VERSION == '1.4.3') {
+
+         // Add ticket URL key column
+         mysqli_query($mysqli, "ALTER TABLE `tickets` ADD `ticket_url_key` VARCHAR(200) DEFAULT NULL AFTER `ticket_feedback`");
+         // Populate pre-existing columns for open tickets
+         $sql_tickets_1 = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE tickets.ticket_closed_at IS NULL");
+         foreach ($sql_tickets_1 as $row) {
+             $ticket_id = intval($row['ticket_id']);
+             $url_key = randomString(156);
+             mysqli_query($mysqli, "UPDATE tickets SET ticket_url_key = '$url_key' WHERE ticket_id = '$ticket_id'");
+         }
+
+         // Add ticket resolved at column
+         mysqli_query($mysqli, "ALTER TABLE `tickets` ADD `ticket_resolved_at` DATETIME DEFAULT NULL AFTER `ticket_updated_at`");
+         // Populate pre-existing columns for closed tickets
+         $sql_tickets_2 = mysqli_query($mysqli, "SELECT ticket_id, ticket_updated_at, ticket_closed_at FROM tickets WHERE tickets.ticket_closed_at IS NOT NULL");
+         foreach ($sql_tickets_2 as $row) {
+             $ticket_id = intval($row['ticket_id']);
+             $ticket_updated_at = sanitizeInput($row['ticket_updated_at']); // To keep old updated_at time
+             $ticket_closed_at = sanitizeInput($row['ticket_closed_at']);
+             mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = '$ticket_closed_at', ticket_updated_at = '$ticket_updated_at' WHERE ticket_id = '$ticket_id'");
+         }
+
+         // Change ticket status 'Auto close' to 'Resolved'
+         mysqli_query($mysqli, "UPDATE `ticket_statuses` SET `ticket_status_name` = 'Resolved' WHERE `ticket_statuses`.`ticket_status_id` = 4");
+
+         // Auto-close is no longer optional
+         mysqli_query($mysqli, "ALTER TABLE `settings` DROP `config_ticket_autoclose`");
+         mysqli_query($mysqli, "UPDATE `settings` SET `config_ticket_autoclose_hours` = '72'");
+
+         // DB Version
+         mysqli_query($mysqli, "UPDATE `settings` SET `config_current_database_version` = '1.4.4'");
+
+
+     }
 
-    // if (CURRENT_DATABASE_VERSION == '1.4.3') {
-    //     // Insert queries here required to update to DB version 1.4.4
+    // if (CURRENT_DATABASE_VERSION == '1.4.4') {
+    //     // Insert queries here required to update to DB version 1.4.5
     //     // Then, update the database to the next sequential version
-    //     mysqli_query($mysqli, "UPDATE `settings` SET `config_current_database_version` = '1.4.4'");
+    //     mysqli_query($mysqli, "UPDATE `settings` SET `config_current_database_version` = '1.4.5'");
     // }
 
 } else {

diff --git a/database_version.php b/database_version.php
@@ -5,4 +5,4 @@
  * It is used in conjunction with database_updates.php
  */
 
-DEFINE("LATEST_DATABASE_VERSION", "1.4.3");
+DEFINE("LATEST_DATABASE_VERSION", "1.4.4");
diff --git a/db.sql b/db.sql
@@ -1469,7 +1469,6 @@ CREATE TABLE `settings` (
   `config_ticket_email_parse` tinyint(1) NOT NULL DEFAULT 0,
   `config_ticket_email_parse_unknown_senders` tinyint(1) NOT NULL DEFAULT 0,
   `config_ticket_client_general_notifications` tinyint(1) NOT NULL DEFAULT 1,
-  `config_ticket_autoclose` tinyint(1) NOT NULL DEFAULT 0,
   `config_ticket_autoclose_hours` int(5) NOT NULL DEFAULT 72,
   `config_ticket_new_ticket_notification_email` varchar(200) DEFAULT NULL,
   `config_ticket_default_billable` tinyint(1) NOT NULL DEFAULT 0,
@@ -1846,8 +1845,10 @@ CREATE TABLE `tickets` (
   `ticket_onsite` tinyint(1) NOT NULL DEFAULT 0,
   `ticket_vendor_ticket_number` varchar(255) DEFAULT NULL,
   `ticket_feedback` varchar(200) DEFAULT NULL,
+  `ticket_url_key` varchar(200) DEFAULT NULL,
   `ticket_created_at` datetime NOT NULL DEFAULT current_timestamp(),
   `ticket_updated_at` datetime DEFAULT NULL ON UPDATE current_timestamp(),
+  `ticket_resolved_at` datetime DEFAULT NULL,
   `ticket_archived_at` datetime DEFAULT NULL,
   `ticket_closed_at` datetime DEFAULT NULL,
   `ticket_created_by` int(11) NOT NULL,

diff --git a/functions.php b/functions.php
@@ -738,6 +738,10 @@ function sanitizeForEmail($data)
 
 function timeAgo($datetime)
 {
+    if (is_null($datetime)) {
+        return "-";
+    }
+
     $time = strtotime($datetime);
     $difference = $time - time(); // Changed to handle future dates
 

diff --git a/get_settings.php b/get_settings.php
@@ -70,7 +70,6 @@
 $config_ticket_email_parse = intval($row['config_ticket_email_parse']);
 $config_ticket_email_parse_unknown_senders = intval($row['config_ticket_email_parse_unknown_senders']);
 $config_ticket_client_general_notifications = intval($row['config_ticket_client_general_notifications']);
-$config_ticket_autoclose = intval($row['config_ticket_autoclose']);
 $config_ticket_autoclose_hours = intval($row['config_ticket_autoclose_hours']);
 $config_ticket_new_ticket_notification_email = $row['config_ticket_new_ticket_notification_email'];
 $config_ticket_default_billable = intval($row['config_ticket_default_billable']);