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Support ticket email reminders updates #1403

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merged 1 commit into from
Apr 21, 2020
Merged

Support ticket email reminders updates #1403

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2 changes: 1 addition & 1 deletion core/components/com_support/site/language/en-GB/en-GB.com_support.ini
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Original file line number Diff line number Diff line change
Expand Up @@ -6,7 +6,7 @@

COM_SUPPORT="Support"
COM_SUPPORT_CENTER="Support Center"
COM_SUPPORT_OPEN_TICKETS="Open tickets"
COM_SUPPORT_OPEN_TICKETS="My Open Tickets"
COM_SUPPORT_NEW_TICKET="New Ticket"
COM_SUPPORT_STATS="Stats"
COM_SUPPORT_PERMALINK="Permalink"
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2 changes: 2 additions & 0 deletions core/components/com_support/site/views/emails/tmpl/ticketlist_html.php
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Expand Up @@ -66,6 +66,7 @@
<th style="text-align: left; padding: 0.7em; font-weight: bold; white-space: nowrap; border-left: 1px solid #fff;" align="left">Creator</th>
<th style="text-align: left; padding: 0.7em; font-weight: bold; white-space: nowrap; border-left: 1px solid #fff;" align="left">Assigned</th>
<th style="text-align: left; padding: 0.7em; font-weight: bold; white-space: nowrap; border-left: 1px solid #fff;" align="left">Severity</th>
<th style="text-align: left; padding: 0.7em; font-weight: bold; white-space: nowrap; border-left: 1px solid #fff;" align="left">Status</th>
</tr>
</thead>
<tbody>
Expand Down Expand Up @@ -105,6 +106,7 @@
<td style="text-align: left; padding: 0.7em; white-space: nowrap; border-left: 1px solid <?php echo $bdcolor[$ticket->severity]; ?>;" align="left"><?php echo $ticket->name ? $this->escape($ticket->name) : 'Unknown'; ?> <?php echo $ticket->login ? '(' . $this->escape($ticket->login) . ')' : ''; ?></td>
<td style="text-align: left; padding: 0.7em; white-space: nowrap; border-left: 1px solid <?php echo $bdcolor[$ticket->severity]; ?>;" align="left"><?php echo $ticket->owner ? $this->escape($ticket->owner_name) : '--'; ?> <?php echo $ticket->owner ? '(' . $this->escape($ticket->owner) . ')' : ''; ?></td>
<td style="text-align: left; padding: 0.7em; white-space: nowrap; border-left: 1px solid <?php echo $bdcolor[$ticket->severity]; ?>;" align="left"><?php echo $this->escape($ticket->severity); ?></td>
<td style="text-align: left; padding: 0.7em; white-space: nowrap; border-left: 1px solid <?php echo $bdcolor[$ticket->severity]; ?>;" align="left"><?php echo $this->escape($ticket->status_title); ?></td>
</tr>
<?php
}
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64 changes: 52 additions & 12 deletions core/components/com_support/site/views/emails/tmpl/tickets_html.php
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Expand Up @@ -158,6 +158,10 @@
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Link:</th>
<td colspan="3" style="text-align: left; padding: 0 0.5em; vertical-align: top;" valign="top" align="left"><a href="<?php echo $link; ?>"><?php echo $link; ?></a></td>
</tr>
<tr>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Status:</th>
<td colspan="3" style="text-align: left; padding: 0 0.5em; vertical-align: top;" valign="top" align="left"><?php echo $ticket->status; ?></td>
</tr>
</tbody>
</table>
</td>
Expand Down Expand Up @@ -221,7 +225,7 @@
background-size: 30px 30px;">
<thead>
<tr>
<th colspan="2" style="font-weight: normal; border-bottom: 1px solid <?php echo $bdcolor['major']; ?>; padding: 8px; text-align: left" align="left">
<th colspan="2" style="font-weight: normal; border-bottom: 1px solid <?php echo $bdcolor['critical']; ?>; padding: 8px; text-align: left" align="left">
<?php echo $this->escape($ticket->summary); ?>
</th>
</tr>
Expand All @@ -232,14 +236,14 @@
#<?php echo $ticket->id; ?>
</td>
<td width="75%" style="padding: 8px;">
<table style="border-collapse: collapse;" cellpadding="0" cellspacing="0" border="0">
<table style="border-collapse: collapse;" width="100%" cellpadding="0" cellspacing="0" border="0">
<tbody>
<?php if (!$this->config->get('email_terse')) { ?>
<tr>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Created:</th>
<td style="text-align: left; padding: 0 0.5em;" align="left"><?php echo $ticket->created; ?></td>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Last activity:</th>
<td style="text-align: left; padding: 0 0.5em;" align="left"><?php echo '0000-00-00 00:00:00'; ?></td>
<td style="text-align: left; padding: 0 0.5em;" align="left"><?php echo '--'; ?></td>
</tr>
<tr>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Creator:</th>
Expand All @@ -256,6 +260,10 @@
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Link:</th>
<td colspan="3" style="text-align: left; padding: 0 0.5em; vertical-align: top;" valign="top" align="left"><a href="<?php echo $link; ?>"><?php echo $link; ?></a></td>
</tr>
<tr>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Status:</th>
<td colspan="3" style="text-align: left; padding: 0 0.5em; vertical-align: top;" valign="top" align="left"><?php echo $ticket->status; ?></td>
</tr>
</tbody>
</table>
</td>
Expand Down Expand Up @@ -339,6 +347,8 @@
}
$link = $site . '/' . trim($sef, '/');
$link = str_replace('/administrator', '', $link);
$st = new \Components\Support\Models\Tags($ticket->id);
$tags = $st->render('string');
?>
<table id="ticket-info" width="100%" cellpadding="0" cellspacing="0" border="0" style="border-collapse: collapse; border: 1px solid <?php echo $bdcolor[$severity]; ?>; background: <?php echo $bgcolor[$severity]; ?>; font-size: 0.9em; line-height: 1.6em;
background-image: -webkit-gradient(linear, 0 0, 100% 100%, color-stop(.25, rgba(255, 255, 255, .075)), color-stop(.25, transparent), color-stop(.5, transparent), color-stop(.5, rgba(255, 255, 255, .075)), color-stop(.75, rgba(255, 255, 255, .075)), color-stop(.75, transparent), to(transparent));
Expand All @@ -350,19 +360,49 @@
-webkit-background-size: 30px 30px;
-moz-background-size: 30px 30px;
background-size: 30px 30px;">
<thead>
<tr>
<th colspan="2" style="font-weight: normal; border-bottom: 1px solid <?php echo $bdcolor['critical']; ?>; padding: 8px; text-align: left" align="left">
<?php echo $this->escape($ticket->summary); ?>
</th>
</tr>
</thead>
<tbody>
<tr>
<td width="25%" rowspan="2" style="padding: 8px; font-size: 2em; font-weight: bold; text-align: center; vertical-align: middle; padding: 8px 30px;" valign="middle" align="center">
<td width="25%" style="padding: 8px; font-size: 2em; font-weight: bold; text-align: center; vertical-align: middle; padding: 8px 30px;" valign="middle" align="center">
#<?php echo $ticket->id; ?>
</td>
<td width="75%" colspan="2" style="font-weight: normal; padding: 8px 8px 0 8px; text-align: left;" align="left">
<?php echo !$this->config->get('email_terse') ? $this->escape($ticket->summary) : Lang::txt('COM_SUPPORT_TICKET'); ?>
</td>
</tr>
<tr>
<th style="font-weight: normal; padding: 0 8px 8px 8px; text-align: left; font-weight: bold;" align="left">Link:</th>
<td style="font-weight: normal; padding: 0 8px 8px 8px; text-align: left;" width="100%" align="left">
<a href="<?php echo $link; ?>"><?php echo $link; ?></a>
<td width="75%" style="padding: 8px;">
<table style="border-collapse: collapse;" width="100%" cellpadding="0" cellspacing="0" border="0">
<tbody>
<?php if (!$this->config->get('email_terse')) { ?>
<tr>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Created:</th>
<td style="text-align: left; padding: 0 0.5em;" align="left"><?php echo $ticket->created; ?></td>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Last activity:</th>
<td style="text-align: left; padding: 0 0.5em;" align="left"><?php echo '--'; ?></td>
</tr>
<tr>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Creator:</th>
<td style="text-align: left; padding: 0 0.5em;" align="left"><?php echo $ticket->name ? $ticket->name : 'Unknown'; ?> <?php echo $ticket->login ? '(' . $ticket->login . ')' : ''; ?></td>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Severity:</th>
<td style="text-align: left; padding: 0 0.5em;" align="left"><?php echo $ticket->severity; ?></td>
</tr>
<tr>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Tags:</th>
<td colspan="3" style="text-align: left; padding: 0 0.5em; vertical-align: top;" valign="top" align="left"><?php echo $tags ? $tags : '--'; ?></td>
</tr>
<?php } ?>
<tr>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Link:</th>
<td colspan="3" style="text-align: left; padding: 0 0.5em; vertical-align: top;" valign="top" align="left"><a href="<?php echo $link; ?>"><?php echo $link; ?></a></td>
</tr>
<tr>
<th style="text-align: right; padding: 0 0.5em; font-weight: bold; white-space: nowrap;" align="right">Status:</th>
<td colspan="3" style="text-align: left; padding: 0 0.5em; vertical-align: top;" valign="top" align="left"><?php echo $ticket->status; ?></td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
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24 changes: 20 additions & 4 deletions core/plugins/cron/support/support.php
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Original file line number Diff line number Diff line change
Expand Up @@ -484,6 +484,7 @@ public function sendTicketsReminder(\Components\Cron\Models\Job $job)
$database->setQuery($sql);
if (!($results = $database->loadObjectList()))
{
Log::error('CRON query failed: ' . $database->getErrorMsg());
return true;
}

Expand Down Expand Up @@ -515,10 +516,24 @@ public function sendTicketsReminder(\Components\Cron\Models\Job $job)
{
$tickets[$result->owner][$result->severity][] = $result;
}
/*else

if (isset($result->status))
{
$tickets[$result->owner]['unknown'][] = $result;
}*/
if ($result->status == 0)
{
$result->status = "New";
continue;
}

$this_status_sql = "SELECT title FROM `#__support_statuses` WHERE `id`=" . $result->status ;
$database->setQuery($this_status_sql);
if (!($this_result = $database->loadResult()))
{
Log::error('CRON query failed: ' . $database->getErrorMsg());
return true;
}
$result->status = $this_result;
}
}

$from = array(
Expand Down Expand Up @@ -613,7 +628,7 @@ public function sendTicketList(\Components\Cron\Models\Job $job)
Lang::load('com_support') ||
Lang::load('com_support', Component::path('com_support') . DS . 'site');

$sql = "SELECT t.*, o.`name` AS owner_name FROM `#__support_tickets` AS t LEFT JOIN `#__users` AS o ON o.`id`=t.`owner`";
$sql = "SELECT t.*, o.`name` AS owner_name, s.`title` as status_title FROM `#__support_tickets` AS t LEFT JOIN `#__users` AS o ON o.`id`=t.`owner` LEFT JOIN `#__support_statuses` AS s ON s.`id`=t.`status`";

$where = array();

Expand Down Expand Up @@ -898,6 +913,7 @@ public function sendTicketList(\Components\Cron\Models\Job $job)
$database->setQuery($sql);
if (!($results = $database->loadObjectList()))
{
Log::error('CRON query failed: ' . $database->getErrorMsg());
return true;
}

Expand Down