Upload via GUI (290 Dateien)

DeskHub-Webseite/staff/email_templates.php

@@ -28,6 +28,12 @@ $templates = [
         'default_subject' => 'SLA überschritten: Ticket #{ticket_number}',
         'default_body' => email_ticket_overdue_default_body(),
     ],
+    'customer_reminder' => [
+        'label' => 'Erinnerung (an Kunde, wenn er nicht reagiert)',
+        'placeholders' => ['ticket_number', 'subject', 'customer_name', 'ticket_url', 'close_note'],
+        'default_subject' => 'Erinnerung zu Ihrem Ticket [#{ticket_number}]',
+        'default_body' => email_customer_reminder_default_body(),
+    ],
     'live_chat_transcript' => [
         'label' => 'Chatverlauf (an Kunde, nach Chatende)',
         'placeholders' => ['ticket_number', 'customer_name', 'transcript', 'ticket_url'],

DeskHub-Webseite/staff/settings.php

@@ -18,6 +18,8 @@ $cronJobs = [
     'process_backups'   => ['label' => 'Automatische Backups',    'file' => 'process_backups.php',   'fn' => 'run_process_backups'],
     'anonymize_data'    => ['label' => 'Datenanonymisierung',     'file' => 'anonymize_data.php',    'fn' => 'run_anonymization'],
     'auto_close_tickets'=> ['label' => 'Automatisches Schließen', 'file' => 'auto_close_tickets.php','fn' => 'run_auto_close_tickets'],
+    'process_snoozes'   => ['label' => 'Wiedervorlagen',          'file' => 'process_snoozes.php',   'fn' => 'run_process_snoozes'],
+    'remind_customers'  => ['label' => 'Kundenerinnerung',        'file' => 'remind_customers.php',  'fn' => 'run_remind_customers'],
 ];
 
 if ($_SERVER['REQUEST_METHOD'] === 'POST') {
@@ -46,6 +48,8 @@ if ($_SERVER['REQUEST_METHOD'] === 'POST') {
             set_setting('auto_close_enabled', !empty($_POST['auto_close_enabled']) ? '1' : '0');
             $autoCloseDays = max(1, min(90, (int) ($_POST['auto_close_days'] ?? 7)));
             set_setting('auto_close_days', (string) $autoCloseDays);
+            set_setting('remind_enabled', !empty($_POST['remind_enabled']) ? '1' : '0');
+            set_setting('remind_after_days', (string) max(1, min(60, (int) ($_POST['remind_after_days'] ?? 3))));
             $timeout = max(5, min(480, (int)($_POST['staff_session_timeout'] ?? 30)));
             set_setting('staff_session_timeout', (string)$timeout);
             audit_log($staff['id'], "Systemeinstellungen geändert");
@@ -460,6 +464,8 @@ $cronBackups     = cron_last_run_label(get_setting('cron_process_backups_last_ru
 $cronEscalations = cron_last_run_label(get_setting('cron_check_escalations_last_run'));
 $cronAnonymize   = cron_last_run_label(get_setting('cron_anonymize_data_last_run'));
 $cronAutoClose   = cron_last_run_label(get_setting('cron_auto_close_tickets_last_run'));
+$cronSnoozes     = cron_last_run_label(get_setting('cron_process_snoozes_last_run'));
+$cronRemind      = cron_last_run_label(get_setting('cron_remind_customers_last_run'));
 
 
 $tab        = $_GET['tab'] ?? 'allgemein';
@@ -547,6 +553,16 @@ require __DIR__ . '/_header.php';
         <input type="number" name="auto_close_days" value="<?= (int) get_setting('auto_close_days','7') ?>" min="1" max="90" style="width:90px">
         <span class="muted" style="font-size:.82rem">Tage</span>
       </div>
+      <?php $remindEnabled = customer_reminder_enabled(); ?>
+      <label style="display:flex;align-items:center;gap:8px;margin-top:10px;font-weight:400;cursor:pointer">
+        <input type="checkbox" name="remind_enabled" value="1" style="width:auto" id="remind_enabled" onchange="document.getElementById('remind-days-row').style.display=this.checked?'block':'none'" <?= $remindEnabled?'checked':'' ?>>
+        Kunden erinnern, wenn sie auf eine Antwort nicht reagieren (einmalig, vor dem automatischen Schließen)
+      </label>
+      <div id="remind-days-row" style="display:<?= $remindEnabled?'block':'none' ?>;margin-top:8px;margin-left:26px">
+        <label style="font-size:.82rem">Nach wie vielen Tagen ohne Reaktion</label><br>
+        <input type="number" name="remind_after_days" value="<?= customer_reminder_days() ?>" min="1" max="60" style="width:90px">
+        <span class="muted" style="font-size:.82rem">Tage (am besten kürzer als die Frist zum automatischen Schließen)</span>
+      </div>
       <?php $liveChatEnabled = get_setting('live_chat_enabled','0')==='1'; ?>
       <label style="display:flex;align-items:center;gap:8px;margin-top:10px;font-weight:400;cursor:pointer">
         <input type="checkbox" name="live_chat_enabled" value="1" style="width:auto" id="live_chat_enabled" onchange="document.getElementById('live-chat-dept-row').style.display=this.checked?'block':'none'" <?= $liveChatEnabled?'checked':'' ?>>
@@ -1120,6 +1136,8 @@ require __DIR__ . '/_header.php';
         'process_backups'   => $cronBackups,
         'anonymize_data'    => $cronAnonymize,
         'auto_close_tickets'=> $cronAutoClose,
+        'process_snoozes'   => $cronSnoozes,
+        'remind_customers'  => $cronRemind,
     ];
     ?>
     <table style="width:100%">

DeskHub-Webseite/staff/ticket_view.php

@@ -1,5 +1,6 @@
 <?php
 require_once __DIR__ . '/../includes/bootstrap.php';
+require_once __DIR__ . '/../includes/ticket_extras.php';   // falls bootstrap.php noch die alte Version ist
 require_once __DIR__ . '/../includes/imap_spam.php';
 $staff = require_staff_login();
 $pdo = get_db();
@@ -128,6 +129,21 @@ $allTags = $pdo->query('SELECT name FROM tags ORDER BY name')->fetchAll(PDO::FET
 
 $errors = [];
 
+$snoozedUntil = null;
+$followers = [];
+$isFollowing = false;
+$similar = ['articles' => [], 'tickets' => []];
+if ($_SERVER['REQUEST_METHOD'] !== 'POST') {
+    try {
+        $snoozedUntil = !empty($ticket['snoozed_until']) && $ticket['snoozed_until'] > db_now() ? $ticket['snoozed_until'] : null;
+        $followers = ticket_followers($pdo, (int) $ticket['id']);
+        foreach ($followers as $f) if ((int) $f['id'] === (int) $staff['id']) $isFollowing = true;
+        $similar = ticket_similar($pdo, $ticket, staff_department_ids($staff));
+    } catch (Throwable $e) {
+        // Datenbank noch nicht aktualisiert: Zusatzfunktionen bleiben leer
+    }
+}
+
 if ($_SERVER['REQUEST_METHOD'] === 'POST') {
     // Kunden sperren (eigener Block ohne globale verify_csrf)
     if (($_POST['action'] ?? '') === 'ban_user') {
@@ -272,6 +288,7 @@ if ($_SERVER['REQUEST_METHOD'] === 'POST') {
                     require_once __DIR__ . '/../includes/push.php';
                     push_new_reply($ticket, $staff['name']);
                 }
+                ticket_followers_notify($ticket, 'Antwort von ' . $staff['name'], (int) $staff['id']);
             } else {
                 save_mentions($pdo, $ticket['id'], $threadId, $staff['id'], $message, $ticket);
                 log_activity($pdo, $ticket['id'], $staff['id'], 'Interne Notiz hinzugefügt');
@@ -330,6 +347,33 @@ if ($_SERVER['REQUEST_METHOD'] === 'POST') {
         redirect('/staff/ticket_view.php?n=' . urlencode($number));
     }
 
+    if ($action === 'snooze') {
+        $until = ticket_snooze_until((string) ($_POST['snooze_choice'] ?? ''), (string) ($_POST['snooze_custom'] ?? ''));
+        if ($until === null) {
+            flash('error', 'Bitte einen Zeitpunkt in der Zukunft wählen (höchstens 1 Jahr).');
+        } else {
+            ticket_snooze_set($pdo, (int) $ticket['id'], (int) $staff['id'], $until);
+            flash('success', 'Wiedervorlage bis ' . date('d.m.Y H:i', (int) strtotime($until)) . ' Uhr. Das Ticket kommt dann zurück und du wirst benachrichtigt.');
+        }
+        redirect('/staff/ticket_view.php?n=' . urlencode($number));
+    }
+
+    if ($action === 'unsnooze') {
+        ticket_snooze_clear($pdo, (int) $ticket['id'], (int) $staff['id'], 'Wiedervorlage aufgehoben');
+        flash('success', 'Wiedervorlage aufgehoben.');
+        redirect('/staff/ticket_view.php?n=' . urlencode($number));
+    }
+
+    if ($action === 'follow' || $action === 'unfollow') {
+        try {
+            if ($action === 'follow') { ticket_follow($pdo, (int) $ticket['id'], (int) $staff['id']); flash('success', 'Du beobachtest dieses Ticket jetzt und bekommst Benachrichtigungen bei Antworten.'); }
+            else { ticket_unfollow($pdo, (int) $ticket['id'], (int) $staff['id']); flash('success', 'Du beobachtest dieses Ticket nicht mehr.'); }
+        } catch (Throwable $e) {
+            flash('error', 'Das ging nicht. Bitte unter System-Update die Datenbank aktualisieren.');
+        }
+        redirect('/staff/ticket_view.php?n=' . urlencode($number));
+    }
+
     if ($action === 'add_collaborator') {
         $ccEmail = trim($_POST['collaborator_email'] ?? '');
         $ccName = trim($_POST['collaborator_name'] ?? '');
@@ -1224,6 +1268,54 @@ $sourceLabel  = $sourceLabels[$ticket['source']] ?? $ticket['source'];
       <?php endif; ?>
     </div>
 
+    <!-- Wiedervorlage und Beobachter -->
+    <div class="card" style="padding:16px 20px">
+      <span style="font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Wiedervorlage</span>
+      <?php if ($snoozedUntil): ?>
+        <p style="font-size:.84rem;margin:8px 0">💤 Bis <strong><?= e(date('d.m.Y H:i', (int) strtotime($snoozedUntil))) ?> Uhr</strong> ausgeblendet, dann kommt es zurück.</p>
+        <form method="post"><?= csrf_field() ?><input type="hidden" name="action" value="unsnooze"><button type="submit" class="btn secondary" style="width:100%;font-size:.82rem;justify-content:center">Jetzt zurückholen</button></form>
+      <?php else: ?>
+        <form method="post" style="margin-top:8px">
+          <?= csrf_field() ?><input type="hidden" name="action" value="snooze">
+          <select name="snooze_choice" style="font-size:.84rem;padding:7px 10px;margin-bottom:6px" onchange="document.getElementById('snooze-custom').style.display=this.value==='custom'?'':'none'">
+            <?php foreach (ticket_snooze_options() as $k => $l): ?><option value="<?= e($k) ?>"><?= e($l) ?></option><?php endforeach; ?>
+          </select>
+          <input type="datetime-local" name="snooze_custom" id="snooze-custom" style="display:none;font-size:.84rem;padding:7px 10px;margin-bottom:6px">
+          <button type="submit" class="btn secondary" style="width:100%;font-size:.82rem;justify-content:center">Auf später legen</button>
+        </form>
+        <p style="font-size:.76rem;color:var(--muted);margin:6px 0 0">Das Ticket verschwindet aus den Listen und kommt zum Zeitpunkt zurück, mit Benachrichtigung. Antwortet der Kunde früher, kommt es sofort zurück.</p>
+      <?php endif; ?>
+
+      <div style="margin-top:14px;padding-top:12px;border-top:1px solid var(--border-soft)">
+        <span style="font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Beobachter</span>
+        <?php if ($followers): ?>
+          <div style="font-size:.83rem;margin:6px 0"><?= e(implode(', ', array_column($followers, 'name'))) ?></div>
+        <?php else: ?>
+          <p style="font-size:.79rem;color:var(--muted);margin:6px 0">Niemand. Beobachter bekommen Benachrichtigungen, ohne dass ihnen das Ticket zugewiesen ist.</p>
+        <?php endif; ?>
+        <form method="post"><?= csrf_field() ?><input type="hidden" name="action" value="<?= $isFollowing ? 'unfollow' : 'follow' ?>"><button type="submit" class="btn secondary" style="width:100%;font-size:.82rem;justify-content:center"><?= $isFollowing ? 'Nicht mehr beobachten' : '👁 Ticket beobachten' ?></button></form>
+      </div>
+    </div>
+
+    <?php if ($similar['articles'] || $similar['tickets']): ?>
+    <!-- Ähnliche Artikel und Tickets -->
+    <div class="card" style="padding:16px 20px">
+      <span style="font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Dazu passend</span>
+      <?php if ($similar['articles']): ?>
+        <div style="font-size:.76rem;color:var(--muted);margin:8px 0 2px">Wissensdatenbank</div>
+        <?php foreach ($similar['articles'] as $sa): ?>
+          <div style="font-size:.84rem;padding:3px 0"><a href="<?= e($sa['url']) ?>" target="_blank" rel="noopener"><?= e($sa['title']) ?></a> <button type="button" class="link" style="background:none;border:0;color:var(--muted);cursor:pointer;font-size:.74rem" onclick="navigator.clipboard&&navigator.clipboard.writeText(location.origin+'<?= e($sa['url']) ?>');this.textContent='kopiert'">Link kopieren</button></div>
+        <?php endforeach; ?>
+      <?php endif; ?>
+      <?php if ($similar['tickets']): ?>
+        <div style="font-size:.76rem;color:var(--muted);margin:8px 0 2px">Ähnliche gelöste Tickets</div>
+        <?php foreach ($similar['tickets'] as $st): ?>
+          <div style="font-size:.84rem;padding:3px 0"><a href="/staff/ticket_view.php?n=<?= e(urlencode((string) $st['number'])) ?>" target="_blank" rel="noopener">#<?= e($st['number']) ?></a> <?= e(mb_strimwidth((string) $st['subject'], 0, 48, '…')) ?></div>
+        <?php endforeach; ?>
+      <?php endif; ?>
+    </div>
+    <?php endif; ?>
+
     <!-- Kollaboratoren -->
     <div class="card" style="padding:16px 20px">
       <div style="display:flex; justify-content:space-between; align-items:center; margin-bottom:10px">

DeskHub-Webseite/staff/tickets.php

@@ -1,5 +1,6 @@
 <?php
 require_once __DIR__ . '/../includes/bootstrap.php';
+require_once __DIR__ . '/../includes/ticket_extras.php';   // falls bootstrap.php noch die alte Version ist
 $staff = require_staff_login();
 $pdo = get_db();
 $myDeptIds = staff_department_ids($staff); // null = Admin, alle Abteilungen
@@ -236,9 +237,13 @@ if ($activeTab === 'banned') {
 } else {
     // Gesperrte Absender in ALLEN anderen Tabs ausblenden
     $where[] = $notBannedSql;
+    // Tickets in der Wiedervorlage erscheinen nur im eigenen Tab, bis ihre Zeit gekommen ist
+    $where[] = $activeTab === 'snoozed' ? (ticket_snooze_available() ? "t.snoozed_until > '" . db_now() . "'" : '1=0') : ticket_not_snoozed_sql('t');
 
     if ($activeTab === 'open') {
         $where[] = "t.status IN ('open','pending','answered')";
+    } elseif ($activeTab === 'snoozed') {
+        // alle Status
     } elseif ($activeTab === 'on_hold') {
         $where[] = "t.status = 'on_hold'";
     } elseif ($activeTab === 'resolved') {
@@ -324,8 +329,9 @@ require __DIR__ . '/_header.php';
 // Ticket-Zähler für Tabs
 $tabCounts = [];
 foreach (['open'=>"status IN ('open','pending','answered')", 'on_hold'=>"status='on_hold'", 'resolved'=>"status='resolved'", 'closed'=>"status='closed'"] as $tk => $tcond) {
-    $tabCounts[$tk] = (int)$pdo->query("SELECT COUNT(*) FROM tickets WHERE $tcond")->fetchColumn();
+    $tabCounts[$tk] = (int)$pdo->query("SELECT COUNT(*) FROM tickets WHERE $tcond AND " . ticket_not_snoozed_sql('tickets'))->fetchColumn();
 }
+$tabCounts['snoozed'] = ticket_snooze_available() ? (int)$pdo->query("SELECT COUNT(*) FROM tickets WHERE snoozed_until > '" . db_now() . "'")->fetchColumn() : 0;
 // Gesperrt-Tab: sicher mit try/catch
 try {
     $tabCounts['banned'] = (int)$pdo->query(
@@ -347,8 +353,9 @@ $statusTabs = [
   'on_hold'  => ['Pausiert',    $tabCounts['on_hold']],
   'resolved' => ['Gelöst',      $tabCounts['resolved']],
   'closed'   => ['Geschlossen', $tabCounts['closed']],
+  'snoozed'  => ['💤 Wiedervorlage', $tabCounts['snoozed']],
   'banned'   => ['⛔ Gesperrt', $tabCounts['banned']],
-  'all'      => ['Alle',        array_sum($tabCounts)],
+  'all'      => ['Alle',        array_sum($tabCounts) - $tabCounts['snoozed']],
 ];
 $quickFilters = [
   'me'         => ['Mir zugewiesen',   $countMe,         'var(--primary)',  '#e6f4f3'],