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Refactor how ticket count on open queue is done depending on 'show as…
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…signed tickets' settings.

 -> Open - only contains unasssined tickets if 'show assigned tickets' is off.
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@protich
protich committed Feb 22, 2013
1 parent 7fa2f56 commit 9b9dc57
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Showing 4 changed files with 50 additions and 34 deletions.
11 changes: 6 additions & 5 deletions include/ajax.tickets.php
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Original file line number Diff line number Diff line change
Expand Up @@ -85,10 +85,10 @@ function lookupByEmail() {
}

function search() {
global $thisstaff;
global $thisstaff, $cfg;

$result=array();
$select = 'SELECT count(ticket.ticket_id) as tickets ';
$select = 'SELECT count( DISTINCT ticket.ticket_id) as tickets ';
$from = ' FROM '.TICKET_TABLE.' ticket ';
$where = ' WHERE 1 ';

Expand All @@ -109,7 +109,7 @@ function search() {

//Status
switch(strtolower($_REQUEST['status'])) {
case 'open';
case 'open':
$where.=' AND ticket.status="open" ';
break;
case 'overdue':
Expand All @@ -133,7 +133,9 @@ function search() {
$where.=' (ticket.staff_id='.db_input($id). ' AND ticket.status="open") ';

if($_REQUEST['staffId'] && !$_REQUEST['status']) //Assigned TO + Closed By
$where.= ' OR (ticket.staff_id='.db_input($_REQUEST['staffId']). ' AND ticket.status="closed") ';
$where.= ' OR (ticket.staff_id='.db_input($_REQUEST['staffId']). ' AND ticket.status="closed") ';
elseif(isset($_REQUEST['staffId'])) // closed by any
$where.= ' OR ticket.status="closed" ';

$where.= ' ) ';
} elseif($_REQUEST['staffId']) {
Expand Down Expand Up @@ -163,7 +165,6 @@ function search() {
." OR thread.title LIKE '%$queryterm%'"
." OR thread.body LIKE '%$queryterm%'"
.' )';
$groupby = 'GROUP BY ticket.ticket_id ';
}

$sql="$select $from $where $groupby";
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27 changes: 17 additions & 10 deletions include/class.ticket.php
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Original file line number Diff line number Diff line change
Expand Up @@ -2013,20 +2013,31 @@ function getStaffStats($staff) {
if(!$staff || (!is_object($staff) && !($staff=Staff::lookup($staff))) || !$staff->isStaff() || $cfg->getDBVersion())
return null;


$sql='SELECT count(open.ticket_id) as open, count(answered.ticket_id) as answered '
.' ,count(overdue.ticket_id) as overdue, count(assigned.ticket_id) as assigned, count(closed.ticket_id) as closed '
.' FROM '.TICKET_TABLE.' ticket '
.' LEFT JOIN '.TICKET_TABLE.' open
ON (open.ticket_id=ticket.ticket_id AND open.status=\'open\' AND open.isanswered=0) '
ON (open.ticket_id=ticket.ticket_id
AND open.status=\'open\'
AND open.isanswered=0
'.((!($cfg->showAssignedTickets() || $staff->showAssignedTickets()))?
' AND open.staff_id=0 ':'').') '
.' LEFT JOIN '.TICKET_TABLE.' answered
ON (answered.ticket_id=ticket.ticket_id AND answered.status=\'open\' AND answered.isanswered=1) '
ON (answered.ticket_id=ticket.ticket_id
AND answered.status=\'open\'
AND answered.isanswered=1) '
.' LEFT JOIN '.TICKET_TABLE.' overdue
ON (overdue.ticket_id=ticket.ticket_id AND overdue.status=\'open\' AND overdue.isoverdue=1) '
ON (overdue.ticket_id=ticket.ticket_id
AND overdue.status=\'open\'
AND overdue.isoverdue=1) '
.' LEFT JOIN '.TICKET_TABLE.' assigned
ON (assigned.ticket_id=ticket.ticket_id AND assigned.status=\'open\' AND assigned.staff_id='.db_input($staff->getId()).')'
ON (assigned.ticket_id=ticket.ticket_id
AND assigned.status=\'open\'
AND assigned.staff_id='.db_input($staff->getId()).')'
.' LEFT JOIN '.TICKET_TABLE.' closed
ON (closed.ticket_id=ticket.ticket_id AND closed.status=\'closed\' AND closed.staff_id='.db_input($staff->getId()).')'
ON (closed.ticket_id=ticket.ticket_id
AND closed.status=\'closed\'
AND closed.staff_id='.db_input($staff->getId()).')'
.' WHERE (ticket.staff_id='.db_input($staff->getId());

if(($teams=$staff->getTeams()))
Expand All @@ -2037,10 +2048,6 @@ function getStaffStats($staff) {

$sql.=')';

if(!$cfg || !($cfg->showAssignedTickets() || $staff->showAssignedTickets()))
$sql.=' AND (ticket.staff_id=0 OR ticket.staff_id='.db_input($staff->getId()).') ';


return db_fetch_array(db_query($sql));
}

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32 changes: 20 additions & 12 deletions include/staff/tickets.inc.php
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Original file line number Diff line number Diff line change
Expand Up @@ -19,10 +19,9 @@
$searchTerm='';
}
}
$showoverdue=$showanswered=$showassigned=false;
$showoverdue=$showanswered=false;
$staffId=0; //Nothing for now...TODO: Allow admin and manager to limit tickets to single staff level.
//show Assigned To column, if enabled. Admins and managers can overwrite system settings!
$showassigned=(($cfg->showAssignedTickets() || $thisstaff->showAssignedTickets()) && !$search);
$showassigned= true; //show Assigned To column - defaults to true

//Get status we are actually going to use on the query...making sure it is clean!
$status=null;
Expand All @@ -32,7 +31,7 @@
break;
case 'closed':
$status='closed';
$showassigned=false;
$showassigned=true; //closed by.
break;
case 'overdue':
$status='open';
Expand Down Expand Up @@ -77,23 +76,29 @@
$qwhere.=' AND status='.db_input(strtolower($status));
}

//Overloaded sub-statuses - you've got to just have faith!
if($staffId && ($staffId==$thisstaff->getId())) { //Staff's assigned tickets.
//Queues: Overloaded sub-statuses - you've got to just have faith!
if($staffId && ($staffId==$thisstaff->getId())) { //My tickets
$results_type='Assigned Tickets';
$qwhere.=' AND ticket.staff_id='.db_input($staffId);
$showassigned=false; //My tickets...already assigned to the staff.
}elseif($showoverdue) { //overdue
$qwhere.=' AND isoverdue=1 ';
}elseif($showanswered) { ////Answered
$qwhere.=' AND isanswered=1 ';
}elseif(!$search && !$cfg->showAnsweredTickets() && !strcasecmp($status,'open')) {
$qwhere.=' AND isanswered=0 ';
}elseif(!strcasecmp($status, 'open') && !$search) { //Open queue (on search OPEN means all open tickets - regardless of state).
//Showing answered tickets on open queue??
if(!$cfg->showAnsweredTickets())
$qwhere.=' AND isanswered=0 ';

/* Showing assigned tickets on open queue?
Don't confuse it with show assigned To column -> F'it it's confusing - just trust me!
*/
if(!($cfg->showAssignedTickets() || $thisstaff->showAssignedTickets())) {
$qwhere.=' AND ticket.staff_id=0 '; //XXX: NOT factoring in team assignments - only staff assignments.
$showassigned=false; //Not showing Assigned To column since assigned tickets are not part of open queue
}
}

//******* Showing assigned tickets? (don't confuse it with show assigned To column). F'it it's confusing - just trust me! ***/
if(!($cfg->showAssignedTickets() || $thisstaff->showAssignedTickets()) && strcasecmp($status,'closed') && !$search)
$sql.=' AND (ticket.staff_id=0 OR ticket.staff_id='.db_input($thisstaff->getId()).') ';

//Search?? Somebody...get me some coffee
$deep_search=false;
if($search):
Expand Down Expand Up @@ -156,6 +161,9 @@
if($_REQUEST['staffId'] && !$_REQUEST['status']) { //Assigned TO + Closed By
$qwhere.= ' OR (ticket.staff_id='.db_input($_REQUEST['staffId']). ' AND ticket.status="closed") ';
$qstr.='&staffId='.urlencode($_REQUEST['staffId']);
}elseif(isset($_REQUEST['staffId'])) {
$qwhere.= ' OR ticket.status="closed" ';
$qstr.='&staffId='.urlencode($_REQUEST['staffId']);
}

$qwhere.= ' ) ';
Expand Down
14 changes: 7 additions & 7 deletions scp/tickets.php
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Original file line number Diff line number Diff line change
Expand Up @@ -450,23 +450,23 @@
//Navigation
$nav->setTabActive('tickets');
if($cfg->showAnsweredTickets()) {
$nav->addSubMenu(array('desc'=>'Open ('.($stats['open']+$stats['answered']).')',
$nav->addSubMenu(array('desc'=>'Open ('.number_format($stats['open']+$stats['answered']).')',
'title'=>'Open Tickets',
'href'=>'tickets.php',
'iconclass'=>'Ticket'),
(!$_REQUEST['status'] || $_REQUEST['status']=='open'));
} else {

if($stats) {
$nav->addSubMenu(array('desc'=>'Open ('.$stats['open'].')',
$nav->addSubMenu(array('desc'=>'Open ('.number_format($stats['open']).')',
'title'=>'Open Tickets',
'href'=>'tickets.php',
'iconclass'=>'Ticket'),
(!$_REQUEST['status'] || $_REQUEST['status']=='open'));
}

if($stats['answered']) {
$nav->addSubMenu(array('desc'=>'Answered ('.$stats['answered'].')',
$nav->addSubMenu(array('desc'=>'Answered ('.number_format($stats['answered']).')',
'title'=>'Answered Tickets',
'href'=>'tickets.php?status=answered',
'iconclass'=>'answeredTickets'),
Expand All @@ -478,15 +478,15 @@
if(!$ost->getWarning() && $stats['assigned']>10)
$ost->setWarning($stats['assigned'].' tickets assigned to you! Do something about it!');

$nav->addSubMenu(array('desc'=>'My Tickets ('.$stats['assigned'].')',
$nav->addSubMenu(array('desc'=>'My Tickets ('.number_format($stats['assigned']).')',
'title'=>'Assigned Tickets',
'href'=>'tickets.php?status=assigned',
'iconclass'=>'assignedTickets'),
($_REQUEST['status']=='assigned'));
}

if($stats['overdue']) {
$nav->addSubMenu(array('desc'=>'Overdue ('.$stats['overdue'].')',
$nav->addSubMenu(array('desc'=>'Overdue ('.number_format($stats['overdue']).')',
'title'=>'Stale Tickets',
'href'=>'tickets.php?status=overdue',
'iconclass'=>'overdueTickets'),
Expand All @@ -497,14 +497,14 @@
}

if($thisstaff->showAssignedOnly() && $stats['closed']) {
$nav->addSubMenu(array('desc'=>'My Closed Tickets ('.$stats['closed'].')',
$nav->addSubMenu(array('desc'=>'My Closed Tickets ('.number_format($stats['closed']).')',
'title'=>'My Closed Tickets',
'href'=>'tickets.php?status=closed',
'iconclass'=>'closedTickets'),
($_REQUEST['status']=='closed'));
} else {

$nav->addSubMenu(array('desc'=>'Closed Tickets',
$nav->addSubMenu(array('desc'=>'Closed Tickets ('.number_format($stats['closed']).')',
'title'=>'Closed Tickets',
'href'=>'tickets.php?status=closed',
'iconclass'=>'closedTickets'),
Expand Down

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