Merge pull request #1003 from itflow-org/bulk-resolve-bugfix

Bugfix: Bulk close should actually be bulk resolve
itflow-org · Aug 19, 2024 · d0ade72 · d0ade72
2 parents d803895 + d43cd03
commit d0ade72
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Showing 3 changed files with 35 additions and 6 deletions.
diff --git a/post/ticket.php b/post/ticket.php
@@ -807,7 +807,7 @@
     header("Location: " . $_SERVER["HTTP_REFERER"]);
 }
 
-if (isset($_POST['bulk_close_tickets'])) {
+if (isset($_POST['bulk_resolve_tickets'])) {
 
     // Role check
     validateTechRole();
@@ -836,15 +836,16 @@
             $ticket_number = intval($row['ticket_number']);
             $ticket_subject = sanitizeInput($row['ticket_subject']);
             $current_ticket_priority = sanitizeInput($row['ticket_priority']);
+            $url_key = sanitizeInput($row['ticket_url_key']);
             $client_id = intval($row['ticket_client_id']);
 
             // Update ticket & insert reply
-            mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW() WHERE ticket_id = $ticket_id");
+            mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
 
             mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$details', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
 
             // Logging
-            mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Close', log_description = '$session_name closed $ticket_prefix$ticket_number - $ticket_subject in a bulk action', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_client_id = $client_id, log_user_id = $session_user_id, log_entity_id = $ticket_id");
+            mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Resolve', log_description = '$session_name resolved $ticket_prefix$ticket_number - $ticket_subject in a bulk action', log_ip = '$session_ip', log_user_agent = '$session_user_agent', log_client_id = $client_id, log_user_id = $session_user_id, log_entity_id = $ticket_id");
 
             // Client notification email
             if (!empty($config_smtp_host) && $config_ticket_client_general_notifications == 1 && $private_note == 0) {
@@ -875,8 +876,8 @@
 
                     $data = [];
 
-                    $subject = "Ticket closed - [$ticket_prefix$ticket_number] - $ticket_subject | (do not reply)";
-                    $body = "Hello $contact_name,<br><br>Your ticket regarding \"$ticket_subject\" has been closed.<br><br>$details<br><br> We hope the request/issue was resolved to your satisfaction. If you need further assistance, please raise a new ticket using the below details. Please do not reply to this email. <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Portal: https://$base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
+                    $subject = "Ticket resolved - [$ticket_prefix$ticket_number] - $ticket_subject | (pending closure)";
+                    $body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Your ticket regarding \"$ticket_subject\" has been marked as solved and is pending closure.<br><br>$details<br><br> If your request/issue is resolved, you can simply ignore this email. If you need further assistance, please reply or <a href=\'https://$config_base_url/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>re-open</a> to let us know! <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Portal: https://$base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
 
                     // Email Ticket Contact
                     // Queue Mail

diff --git a/temp_bulk_close_bugfix.php b/temp_bulk_close_bugfix.php
@@ -0,0 +1,28 @@
+<?php require_once "inc_all.php"; ?>
+
+<!-- Breadcrumbs-->
+<ol class="breadcrumb">
+    <li class="breadcrumb-item">
+        <a href="index.html">Dashboard</a>
+    </li>
+    <li class="breadcrumb-item active">Temp bugfix page</li>
+</ol>
+
+<!-- Page Content -->
+<h1>Temporary page to fix bulk ticket close/resolution bug</h1>
+<hr>
+<p>Navigate back to tickets - all bulk closed tickets should be fixed now and no longer appear as open.</p>
+
+<?php
+
+$sql_tickets = mysqli_query($mysqli, "SELECT ticket_id, ticket_updated_at, ticket_closed_at FROM tickets WHERE ticket_resolved_at IS NULL AND ticket_closed_at IS NOT NULL");
+foreach ($sql_tickets 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']); // To keep the original closed time
+    mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = '$ticket_closed_at', ticket_updated_at = '$ticket_updated_at' WHERE ticket_id = '$ticket_id'");
+}
+
+?>
+
+<?php require_once "footer.php";
diff --git a/ticket_bulk_resolve_modal.php b/ticket_bulk_resolve_modal.php
@@ -25,7 +25,7 @@
 
             </div>
             <div class="modal-footer bg-white">
-                <button type="submit" name="bulk_close_tickets" class="btn btn-primary text-bold"><i class="fas fa-gavel mr-2"></i>Close</button>
+                <button type="submit" name="bulk_resolve_tickets" class="btn btn-primary text-bold"><i class="fas fa-check mr-2"></i>Resolve</button>
                 <button type="button" class="btn btn-light" data-dismiss="modal"><i class="fas fa-times mr-2"></i>Cancel</button>
             </div>
         </div>