ticketsearch.php

本代码是为客户联系管理而做的系统

	// results search
	$query = "
			SELECT id 
			FROM ticket 
			WHERE id = id
			$reply_search
			$where
		";

	$db->query($query);
	$total = $db->num_rows();

	while ($result = $db->row_array()) {
		if (!$first) {
			$first = $result['id'];
		}
		// we only want to save 500 tickets here
		if ($y < 500) {
			$linkcode .= $result[id] . ",";
			$y++;
		}
	}

	if ($y) {
		$db->query("INSERT INTO search SET 
				query = '" . mysql_escape_string($query) . "',
				results = '".mysql_escape_string($linkcode)."',
				time = '".mktime()."',
				techid = '$user[id]',
				total = '$total'

		");
		$searchid = $db->last_id();
	}

	if ($_REQUEST['Jump'] AND $y) {
		if ($_REQUEST['ticketid']) {
			$first = $_REQUEST['ticketid'];
		}

		echo "<SCRIPT LANGUAGE=\"JavaScript\">top.center.location.href=\"load_results.php?id=$first&searchid=$searchid&num=0\";</SCRIPT>\n";
		echo "<a href=\"load_results.php?id=$first&searchid=$searchid&num=0\">Click here to proceed to the ticket list if you aren't automatically directed.</a>";
		exit;
	}	

	/*******************************************************
			PART 5.5: SOME PROCESSING IF THERE IS A RESULT
	*******************************************************/
	
	if ($y) {	// we have results

		if (!$_REQUEST['sortby']) {
			$_REQUEST['sortby'] = 'category';
		}
			
		// build quick reply
		$db->query("SELECT quickreply.id, quickreply.name, quickreply_cat.name AS catname FROM quickreply
					LEFT JOIN quickreply_cat ON (quickreply_cat.id = quickreply.category)
					WHERE quickreply.techid = '$user[id]' OR quickreply_cat.global
					ORDER BY $_REQUEST[sortby]
				");
		
		while ($result = $db->row_array()) {
			if (!$result[catname]) {
				$result[catname] = addslashes_js($result[catname]);
				$html .= "new Array(true,'quickreply|Pick Message','0|UNCATEGORIZED'),\n";
			}
			if ($result[catname] != $lastcatname) {
				$result[catname] = addslashes_js($result[catname]);
				$html .= "new Array(true,'quickreply|Pick Message','0|CATEGORY: $result[catname]'),\n";
			}
			$result[name] = addslashes_js($result[name]);
			$html .= "new Array(true,'quickreply|Pick Message','$result[id]|- $result[name]'),\n";
			$lastcatname = $result[catname];
		}

		// build javascript for drop down menus
		echo get_javascript('dropdown.js');
		?>
		<SCRIPT language=JavaScript type=text/javascript>

			var Arr = new Array(
			new Array("form","OPT","SO"),
			<?php echo $html; ?>	
			new Array(true,"close|Close Ticket","1|Email User"),
			new Array(true,"close|Close Ticket","2|Do not email user"),
			new Array(true,"awaiting_tech|Set as awaiting a tech response",""),
			new Array(true,"awaiting_user|Set as awaiting a user response",""),
			new Array(true,"open|Open Ticket",""),
			new Array(true,"selectone|Select One",""),
			new Array(false,"delete|Delete",""),
			new Array(false,"nuke|Nuke",""),
			new Array(false,"spam|Spam",""),
			new Array(false,"nospam|Not Spam","")
		);					

										
		</SCRIPT>
		<?

	}

	/*******************************************************
			PART 6: LOOP THROUGH TICKETS (1. COLUMNS)
	*******************************************************/

	$user_fields = $db->query_return("
		SELECT * FROM user_def WHERE tech_viewable ORDER by displayorder DESC
	");

	if (is_array($user_fields)) {
		foreach ($user_fields AS $val) {
			$val['disp_name'] = unserialize($val[display_name]);
		}
	}

	$db->query($select . $reply_search . $where . $limit);
	$this_total = $db->num_rows();

	$i=0;
	while ($ticket = $db->row_array()) {
		$ticket_array[$i] = $ticket[id];
		
		// awaiting tech / user
		if (in_array('awaitingtu', $fields['default'])) {
			if ($ticket[awaiting_tech] == 1) {
				$table[$i][] = "<b>Tech</b>";
			} else {
				$table[$i][] = "User</b>";
			}
		}

		// open / closed
		if (in_array('openclosed', $fields['default'])) {
			if ($ticket[is_open] == 1) {
				$table[$i][] = "<b>Open</b>";
			} else {
				$table[$i][] = "Closed";
			}
		}
		

		// priority
		if (in_array('priority', $fields['default'])) {
			if ($ticket[priname] == "") {
				$table[$i][] = "<i>none</i>";
			} else {
				$table[$i][] = $ticket[priname];
			}
		}
		
		// category
		if (in_array('category', $fields['default'])) {
			if ($ticket[catname] == "") {
				$table[$i][] = "<i>none</i>";
			} else {
				$table[$i][] = $ticket[catname];
			}
		}
		
		if (in_array('email', $fields['default'])) {
			$table[$i][] = "<a href=\"../users/view.php?id=$ticket[userid]&do=view\">$ticket[username]</a>";
		}
			
		if (in_array('techowner', $fields['default'])) {
			if ($ticket[techname] != "") {
				$table[$i][] = $ticket[techname];
			} else {
				$table[$i][] = "<i>Unassigned</i>";
			}
		}
		
		$ticket[since_started] = mktime() - $ticket[date_opened];
		$ticket[date_opened] = our_date($ticket[date_opened]);

		if (in_array('timestart', $fields['default'])) {
			$table[$i][] = display_time($ticket[since_started]) . ' ' . html_image('bul042.gif', "Opened: $ticket[date_opened]");
		}

		if (in_array('timetech', $fields['default'])) {
			if ($ticket[date_lastreply] != "0") {
				if (!$ticket[date_awaiting_toggled]) {
					$ticket[date_awaiting_toggled] = $ticket[date_lastreply];
				}
				$ticket[since_reply] = mktime() - $ticket[date_awaiting_toggled];
				$ticket[date_lastreply] = "Last replied: " . our_date($ticket[date_lastreply], 'Full');
				$table[$i][] = display_time($ticket[since_reply]) . html_image('bul042.gif', $ticket['date_lastreply']);
			} else {
				$table[$i][] = "No replies";
			}
		}
		
		$num = $start + $i;

		// show custom fields selected to view
		if (is_array($showfield)) {
			foreach ($showfield AS $key => $var) {
				$table[$i][] = field_display($tfields[$var], $ticket[$var], 1);
			}
		}

		// parse admin options
		if (is_array($admincols)) {
			foreach ($admincols AS $key => $var) {
				eval("\$table[$i][] = \"" . addslashes($var) . "\";");
			}
		}

		/*******************************************************
			PART 7: LOOP THROUGH TICKETS (2.ICONS, SUBJECT AND ACTIONS)
		*******************************************************/

		/******
		* ICONS
		******/

		// awaiting reply
		if ($ticket['awaiting_tech'] == "1") {
			$icons = html_image('tech/bul095.gif', 'Awaiting tech reply');
		} else {
			$icons = html_image('tech/bul096.gif', 'Awaiting user reply');
		}
		
		$icons .= '&nbsp;';

		// locked
		if ($ticket[is_open] == "0") {
			$icons .= html_image('tech/bul097.gif', 'Closed');
		}

		// attachments
		if ($ticket[attachments] > "0") {
			$icons .= '&nbsp;';
			if ($ticket[attachments] == "1") {
				$icons .= html_image('tech/bul099.gif', "$ticket[attachments] attachment");
			} else {
				$icons .= html_image('tech/bul099.gif', "$ticket[attachments] attachments");
			}
		}

		if ($ticket['nodisplay'] == 1) {
			$icons .= '[spam]';
		}
		
		if (!$ticket['subject']) {
			$ticket['subject'] = 'No subject';
		}

		/******
		* SUBJECT
		******/

		$subject_icons = "<table width=\"100%\"><tr valign=\"top\"><td width=\"45\">$icons</td><td valign=\"top\"><b>ID:</b> <a href=\"load_results.php?id=$ticket[id]&searchid=$searchid&num=$num\">$ticket[id]</a> <b>REF:</b> <a href=\"load_results.php?id=$ticket[id]&searchid=$searchid&num=$num\">$ticket[ref]</a>  <b>Subject:</b> <a href=\"load_results.php?id=$ticket[id]&searchid=$searchid&num=$num\">$ticket[subject]</a></td><td align=\"right\">";

		unset($icons);

		/******
		* TICKET OPTIONS
		******/

		// create ticket dos
		$extra[$i] .= "<table><tr valign=\"top\"><td>
		<select onchange=\"update(this,Arr,$ticket[id])\" size=\"1\" name=\"OPT$ticket[id]\">\n
		<option value=\"selectone\" selected>===== Select one =====</option>\n";

		// delete ticket
		if (p_ticket('delete')) {
			$extra[$i] .= "<option value=\"delete\">Delete ticket</option>\n";
		}

		if (p_ticket('delete') AND ($user['p_delete_users'] OR $user['admin'])) {
			$extra[$i] .= "<option value=\"nuke\">Delete Ticket, Delete User, and Ban E-mail</option>\n";
		}

		// assign ticket to another tech
		if (p_ticket('edit')) {
			$extra[$i] .= "<option value=\"tech\">Assign to tech</option>\n";
			$has_option = 1;
		}		

		// mark ticket completed
		if (p_ticket('close') AND $ticket[is_open] == '1') {
			$extra[$i] .= "<option value=\"close\">Close Ticket</option>\n";
			$has_option = 1;
		}

		// mark ticket as in progress
		if (p_ticket('close') AND $ticket[is_open] == '0') {
			$extra[$i] .= "<option value=\"open\">Open Ticket</option>\n";
			$has_option = 1;
		}

		// mark ticket awaiting a user response
		if (p_ticket('edit') AND $ticket['awaiting_tech'] == '1') {
			$extra[$i] .= "<option value=\"awaiting_user\">Set as awaiting a user response</option>\n";
			$has_option = 1;
		}

		// mark ticket awaiting a tech response
		if (p_ticket('edit') AND $ticket['awaiting_tech'] == '0') {
			$extra[$i] .= "<option value=\"awaiting_tech\">Set as awaiting a tech response</option>\n";
			$has_option = 1;
		}

		// quick replies
		if (p_ticket('edit')) {
			$extra[$i] .= "<option value=\"quickreply\">Reply with quick reply</option>\n";
			$has_option = 1;
		}

		// edit priority / category
		if (p_ticket('edit')) {
			$extra[$i] .= "<option value=\"priority\">Change priority</option><option value=\"category\">Change category</option>\n";
			$has_option = 1;
		}

		if (p_ticket('edit') AND $ticket['nodisplay']) {
			$extra[$i] .= "<option value=\"nospam\">Remove \"Spam\" flag from this ticket</option>\n";
			$has_option = 1;
		}

		if (p_ticket('edit') AND !$ticket['nodisplay']) {
			$extra[$i] .= "<option value=\"spam\">Set \"Spam\" flag for this ticket</option>\n";
			$has_option = 1;
		}

		if ($has_option) {
			$extra[$i] .= "</select></td><td>
			<div id=\"Layer$ticket[id]\" style=\"visibility: hidden\">	
			<select onchange=\"update(this,Arr,$ticket[id]);\" size=\"1\" name=\"SO$ticket[id]\">
			<option selected>Sub OPT</option>
			</select>
			</div></td><td>" . thelp('Tickets - Searching', 'Search Results') . "</td>
			</tr></table></td></tr></table>";
			unset($has_option);
		} else {
			$extra[$i] = '</td></tr></table>';
		}

		if ($noact) {
			$extra[$i] = $subject_icons . '</td></tr></table>';
		} else {
			$extra[$i] = $subject_icons . $extra[$i];
		}

		$i++;
	}

	/*******************************************************
			PART 8: LOOP THROUGH TICKETS (3. 1st MESSAGE)
	*******************************************************/

	$i = 0;
	$db->query("SELECT id, message, ticketid 
				FROM ticket_message 
				WHERE ticketid IN " . array2sql($ticket_array, '0') . "
				GROUP BY ticketid
				ORDER BY date DESC
			");

	while ($result = $db->row_array()) {

		$message_log[$result[ticketid]] = "
		<table width=\"100%\" class=\"table_midheader\"><tr><td><b>Last Message:</b>&nbsp;&nbsp;" . trimstring(htmlspecialchars_uni($result[message]), 400, 1) . "</td></tr></table>";
				
	}

	if (is_array($ticket_array)) {
		foreach ($ticket_array AS $key => $var) {
			$extra2[$i] = iff($message_log[$var], $message_log[$var], ' ');
			$i++;
		}
	}

	/*******************************************************
			PART 9: DISPLAY PAGE
	*******************************************************/

	if (is_array($table)) {

		if ($total < $perpage) {
			if ($total == 1) {
				$message = "The following ticket matched your search criteria";
			} else {
				$message = "The following $total tickets matched your search criteria";
			}
		} else {
			
			$pages = ceil($total / $perpage);
			if ($page == 1) {
				$t_start = 1;
			} else {
				$t_start = $perpage * ($page - 1) + 1;
			}

			$t_end = ($perpage * ($page -1)) + $this_total;
			$message = "$total tickets matched your search criteria. Showing page $page of $pages / Showing tickets $t_start to $t_end";
		}

		table_header("$message [ <a href=./../settings/ticketdisplay.php?saved_search=$searchid>edit column display</a> ]", 'ticketactions.php', array('searchtype' => iff($_REQUEST['searchtype'], $_REQUEST['searchtype'], 'simple'), 'do' => 'process', 'variables' => serialize($_REQUEST)), '', 'form', '',  'onsubmit="return ValidateSelection()"');
		table_content($columns, $table, $extra, '', '', $extra2);
		table_footer('Process Tickets');

		////////////////////////// BUILD NEXT AND PREV LINKS //////////////////////////

		$variables = serialize($_REQUEST);
		echo "<form action=\"ticketsearch.php\" method=\"post\" name=\"frm\">";
		echo form_hidden('variables', $variables) . form_hidden('do', 'search');
		echo pagenav($total, $perpage, $page, '', 'frm', 'select', 'page');
		echo "<span id=\"hiddenbit\"></span></form>";

		////////////////////////// BUILD KEY //////////////////////////

	} else {
		echo "<b><center>No tickets matched the specified criteria</center></b>";
	}
}

tech_footer();
?>