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Implement ticket first response date/time tracking

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wrongecho
2025-08-06 10:45:28 +01:00
parent 2d72a6fd12
commit 13838ec8d6
1 changed files with 14 additions and 2 deletions
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16
user/post/ticket.php
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@@ -1111,7 +1111,7 @@ if (isset($_POST['bulk_resolve_tickets'])) {
$ticket_first_response_at = sanitizeInput($row['ticket_first_response_at']); $ticket_first_response_at = sanitizeInput($row['ticket_first_response_at']);
$client_id = intval($row['ticket_client_id']); $client_id = intval($row['ticket_client_id']);
// Mark FR time if required
if (empty($ticket_first_response_at)) { if (empty($ticket_first_response_at)) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id"); mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
} }
@@ -1849,9 +1849,21 @@ if (isset($_GET['resolve_ticket'])) {
$ticket_id = intval($_GET['resolve_ticket']); $ticket_id = intval($_GET['resolve_ticket']);
$sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_id = $ticket_id");
$row = mysqli_fetch_array($sql);
$ticket_prefix = sanitizeInput($row['ticket_prefix']);
$ticket_number = intval($row['ticket_number']);
$ticket_first_response_at = sanitizeInput($row['ticket_first_response_at']);
// Mark FR
if (empty($ticket_first_response_at)) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW() WHERE ticket_id = $ticket_id");
}
// Resolve
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id"); mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
logAction("Ticket", "Resolved", "$session_name resolved ticket ID $ticket_id", 0, $ticket_id); logAction("Ticket", "Resolved", "$session_name resolved ticket $ticket_prefix$ticket_number (ID: $ticket_id)", 0, $ticket_id);
customAction('ticket_resolve', $ticket_id); customAction('ticket_resolve', $ticket_id);