Upload via GUI (340 Dateien)

DeskHub-Webseite/api/staff/v1/banlist.php

@@ -31,8 +31,12 @@ $action = $body['action'] ?? '';
 function api_close_banned_tickets(PDO $pdo, string $matchType, string $value): void
 {
     $col = $matchType === 'email' ? 'requester_email' : sql_email_domain('requester_email');
-    $pdo->prepare("UPDATE tickets SET status='closed',closed_at=?,updated_at=? WHERE $col=? AND status NOT IN ('closed')")
+    $before = $pdo->prepare("SELECT id,status FROM tickets WHERE $col=? AND status NOT IN ('closed')");
+    $before->execute([$value]);
+    $rows = $before->fetchAll();
+    $pdo->prepare("UPDATE tickets SET status='closed',resolution_code='spam',resolution_note='Im Rahmen einer Sperre geschlossen',closed_at=?,updated_at=? WHERE $col=? AND status NOT IN ('closed')")
         ->execute([db_now(), db_now(), $value]);
+    ticket_sla_transition_rows($pdo, $rows, 'closed', (int) ($GLOBALS['__api_staff']['id'] ?? 0) ?: null);
 }
 
 if ($action === 'create') {

DeskHub-Webseite/api/staff/v1/common.php

@@ -248,6 +248,8 @@ function api_ticket_summary(array $ticket): array
         'requesterName' => $ticket['requester_name'],
         'requesterEmail' => $ticket['requester_email'],
         'status' => $ticket['status'],
+        'resolutionCode' => $ticket['resolution_code'] ?? null,
+        'resolutionNote' => $ticket['resolution_note'] ?? null,
         'priority' => [
             'id' => (int) $ticket['priority_id'],
             'name' => $ticket['priority_name'],
@@ -261,14 +263,16 @@ function api_ticket_summary(array $ticket): array
             'id' => (int) $ticket['assigned_staff_id'],
             'name' => $ticket['staff_name'],
         ],
-        'isOverdue' => !empty($ticket['resolution_due_at'])
+        'slaPaused' => !empty($ticket['sla_paused_at']) && ticket_sla_is_paused_status((string) $ticket['status']),
+        'slaPausedAt' => $ticket['sla_paused_at'] ?? null,
+        'isOverdue' => !in_array($ticket['status'], ['resolved', 'closed'], true) && (!empty($ticket['is_overdue']) || (empty($ticket['sla_paused_at']) && !empty($ticket['resolution_due_at'])
             && strtotime($ticket['resolution_due_at']) < time()
-            && !in_array($ticket['status'], ['resolved', 'closed'], true),
+            )),
         // Fertig formatierter Fälligkeitstext ("in 3 Std 12 Min" / "vor 2 Std 5 Min
         // (überfällig)") – bewusst serverseitig über dieselbe time_until()-Funktion wie im
         // Web berechnet, statt das Datumsformat in Kotlin nachzubauen (siehe die Lehren aus
         // den PHP-Datums-Bugs dieser Session: eine einzige Quelle der Wahrheit fürs Format).
-        'dueLabel' => !empty($ticket['resolution_due_at']) ? time_until($ticket['resolution_due_at']) : null,
+        'dueLabel' => !empty($ticket['sla_paused_at']) && ticket_sla_is_paused_status((string) $ticket['status']) ? 'Pausiert' : (!empty($ticket['resolution_due_at']) ? time_until($ticket['resolution_due_at']) : null),
         'isSpam' => !empty($ticket['is_spam']),
         'createdAt' => $ticket['created_at'],
         'updatedAt' => $ticket['updated_at'],
@@ -304,7 +308,7 @@ function api_ticket_collaborators(PDO $pdo, int $ticketId): array
     return array_map(fn($r) => ['id' => (int) $r['id'], 'email' => (string) $r['email'], 'name' => (string) ($r['name'] ?? '')], $s->fetchAll());
 }
 
-function api_add_ticket_message(PDO $pdo, array $staff, array $ticket, string $type, string $rawMessage, ?string $setStatus, ?string $signatureChoice = null): int
+function api_add_ticket_message(PDO $pdo, array $staff, array $ticket, string $type, string $rawMessage, ?string $setStatus, ?string $signatureChoice = null, ?string $resolutionCode = null, string $resolutionNote = ''): int
 {
     $permission = $type === 'note' ? 'post_note' : 'reply_ticket';
     api_require_permission($staff, $permission, (int) $ticket['department_id']);
@@ -352,6 +356,9 @@ function api_add_ticket_message(PDO $pdo, array $staff, array $ticket, string $t
         }
         if (in_array($newStatus, ['resolved', 'closed'], true)) {
             api_require_permission($staff, 'close_ticket', (int) $ticket['department_id']);
+            if (!isset(ticket_resolution_reasons()[$resolutionCode ?? ''])) {
+                api_error(422, 'RESOLUTION_CODE_REQUIRED', 'Bitte wählen Sie einen Abschlussgrund.');
+            }
         }
     }
     $now = db_now();
@@ -370,15 +377,23 @@ function api_add_ticket_message(PDO $pdo, array $staff, array $ticket, string $t
         } else {
             $firstResponse = empty($ticket['first_responded_at']);
             $autoAssign = empty($ticket['assigned_staff_id']);
+            $terminal = in_array($newStatus, ['resolved', 'closed'], true);
             $sql = 'UPDATE tickets SET status = ?, updated_at = ?'
+                . ($terminal ? ', resolution_code = ?, resolution_note = ?' : '')
+                . ($newStatus === 'resolved' && empty($ticket['resolved_at']) ? ', resolved_at = ?' : '')
+                . ($newStatus === 'closed' && empty($ticket['closed_at']) ? ', closed_at = ?' : '')
                 . ($firstResponse ? ', first_responded_at = ?' : '')
                 . ($autoAssign ? ', assigned_staff_id = ?' : '')
                 . ' WHERE id = ?';
             $args = [$newStatus, $now];
+            if ($terminal) { $args[] = $resolutionCode; $args[] = trim($resolutionNote); }
+            if ($newStatus === 'resolved' && empty($ticket['resolved_at'])) $args[] = $now;
+            if ($newStatus === 'closed' && empty($ticket['closed_at'])) $args[] = $now;
             if ($firstResponse) $args[] = $now;
             if ($autoAssign) $args[] = $staff['id'];
             $args[] = $ticket['id'];
             $pdo->prepare($sql)->execute($args);
+            ticket_sla_status_transition($pdo, (int) $ticket['id'], (string) $ticket['status'], $newStatus, (int) $staff['id']);
             save_mentions($pdo, (int) $ticket['id'], $threadId, (int) $staff['id'], $message, $ticket);
             log_activity($pdo, (int) $ticket['id'], (int) $staff['id'], 'Öffentliche Antwort gesendet (Mobile App)');
         }

DeskHub-Webseite/api/staff/v1/dashboard.php

@@ -18,7 +18,7 @@ $myOpen = (int) $stmt->fetchColumn();
 
 $stmt = $pdo->prepare(
     "SELECT COUNT(*) FROM tickets
-     WHERE resolution_due_at IS NOT NULL AND resolution_due_at < ?
+     WHERE status NOT IN ('resolved','closed') AND (is_overdue = 1 OR (sla_paused_at IS NULL AND resolution_due_at IS NOT NULL AND resolution_due_at < ?))
        AND status NOT IN ('resolved','closed'){$deptFilter}"
 );
 $stmt->execute([db_now(), ...$deptParams]);
@@ -86,7 +86,7 @@ if ($departmentIds === null) {
         "SELECT d.id, d.name,
             COUNT(CASE WHEN t.status NOT IN ('resolved','closed') THEN 1 END) AS open_count,
             COUNT(CASE WHEN t.status NOT IN ('resolved','closed')
-                        AND t.resolution_due_at IS NOT NULL AND t.resolution_due_at < ?
+                        AND (t.is_overdue = 1 OR (t.sla_paused_at IS NULL AND t.resolution_due_at IS NOT NULL AND t.resolution_due_at < ?))
                        THEN 1 END) AS overdue_count
          FROM departments d
          LEFT JOIN tickets t ON t.department_id = d.id

DeskHub-Webseite/api/staff/v1/live_chat.php

@@ -151,6 +151,7 @@ if ($action === 'send') {
     if ($autoAssign) $args[] = $staff['id'];
     $args[] = $ticket['id'];
     $pdo->prepare($sql)->execute($args);
+    ticket_sla_status_transition($pdo, (int) $ticket['id'], (string) $ticket['status'], 'answered', (int) $staff['id']);
     if ($autoAssign) log_activity($pdo, (int) $ticket['id'], (int) $staff['id'], 'Automatisch zugewiesen (Live-Chat, Mobile App)');
 
     save_mentions($pdo, (int) $ticket['id'], $threadId, (int) $staff['id'], $message, $ticket);
@@ -167,8 +168,9 @@ if ($action === 'end') {
     }
     $now = db_now();
     $pdo->prepare(
-        "UPDATE tickets SET status='closed', closed_at=COALESCE(closed_at, ?), updated_at=?, locked_by=NULL, locked_at=NULL WHERE id=?"
+        "UPDATE tickets SET status='closed', resolution_code='other', resolution_note='Live-Chat beendet', closed_at=COALESCE(closed_at, ?), updated_at=?, locked_by=NULL, locked_at=NULL WHERE id=?"
     )->execute([$now, $now, $ticket['id']]);
+    ticket_sla_status_transition($pdo, (int) $ticket['id'], (string) $ticket['status'], 'closed', (int) $staff['id']);
     log_activity($pdo, (int) $ticket['id'], (int) $staff['id'], 'Live-Chat beendet (Mobile App)');
     finalize_work_session($pdo, (int) $ticket['id'], (int) $staff['id']);
 

DeskHub-Webseite/api/staff/v1/ticket_message.php

@@ -16,5 +16,7 @@ if ($number === '') {
 }
 $pdo = get_db();
 $ticket = api_find_ticket($pdo, $staff, $number);
-$threadId = api_add_ticket_message($pdo, $staff, $ticket, $type, $message, $setStatus, $signatureChoice);
+$resolutionCode = isset($body['resolutionCode']) ? trim((string) $body['resolutionCode']) : null;
+$resolutionNote = trim((string) ($body['resolutionNote'] ?? ''));
+$threadId = api_add_ticket_message($pdo, $staff, $ticket, $type, $message, $setStatus, $signatureChoice, $resolutionCode, $resolutionNote);
 api_json(['threadId' => $threadId], 201);

DeskHub-Webseite/api/staff/v1/ticket_update.php

@@ -29,6 +29,12 @@ if (array_key_exists('status', $body) && $body['status'] !== $ticket['status'])
         api_error(422, 'INVALID_STATUS', 'Der Status ist ungültig.');
     }
     api_require_permission($staff, in_array($status, ['resolved', 'closed'], true) ? 'close_ticket' : 'reply_ticket', (int) $ticket['department_id']);
+    if (in_array($status, ['resolved', 'closed'], true)) {
+        $resolutionCode = trim((string) ($body['resolutionCode'] ?? ''));
+        if (!isset(ticket_resolution_reasons()[$resolutionCode])) api_error(422, 'RESOLUTION_CODE_REQUIRED', 'Bitte wählen Sie einen Abschlussgrund.');
+        $updates[] = 'resolution_code = ?'; $params[] = $resolutionCode;
+        $updates[] = 'resolution_note = ?'; $params[] = trim((string) ($body['resolutionNote'] ?? ''));
+    }
     $updates[] = 'status = ?';
     $params[] = $status;
     if ($status === 'resolved' && empty($ticket['resolved_at'])) {
@@ -90,6 +96,7 @@ $params[] = $now;
 $params[] = $ticket['id'];
 $pdo->prepare('UPDATE tickets SET ' . implode(', ', $updates) . ' WHERE id = ?')->execute($params);
 if (array_key_exists('status', $body) && $body['status'] !== $ticket['status']) {
+    ticket_sla_status_transition($pdo, (int) $ticket['id'], (string) $ticket['status'], (string) $body['status'], (int) $staff['id']);
     [$label] = status_label((string) $body['status']);
     log_activity($pdo, (int) $ticket['id'], (int) $staff['id'], 'Status geändert: ' . $label . ' (Mobile App)');
 }

DeskHub-Webseite/api/staff/v1/tickets.php

@@ -70,13 +70,13 @@ if ($sla !== '') {
     $now = db_now();
     $riskThreshold = date('Y-m-d H:i:s', time() + 4 * 3600);
     if ($sla === 'overdue') {
-        $where[] = "t.resolution_due_at IS NOT NULL AND t.resolution_due_at < ? AND t.status NOT IN ('resolved','closed')";
+        $where[] = "t.resolution_due_at IS NOT NULL AND (t.is_overdue = 1 OR (t.sla_paused_at IS NULL AND t.resolution_due_at < ?)) AND t.status NOT IN ('resolved','closed')";
         $params[] = $now;
     } elseif ($sla === 'at_risk') {
-        $where[] = "t.resolution_due_at IS NOT NULL AND t.resolution_due_at >= ? AND t.resolution_due_at < ? AND t.status NOT IN ('resolved','closed')";
+        $where[] = "t.sla_paused_at IS NULL AND t.resolution_due_at IS NOT NULL AND t.resolution_due_at >= ? AND t.resolution_due_at < ? AND t.status NOT IN ('resolved','closed')";
         array_push($params, $now, $riskThreshold);
     } elseif ($sla === 'on_time') {
-        $where[] = "(t.resolution_due_at IS NULL OR t.resolution_due_at >= ?) AND t.status NOT IN ('resolved','closed')";
+        $where[] = "t.sla_paused_at IS NULL AND (t.resolution_due_at IS NULL OR t.resolution_due_at >= ?) AND t.status NOT IN ('resolved','closed')";
         $params[] = $riskThreshold;
     }
 }