Upload via GUI (340 Dateien)

DeskHub-Webseite/staff/banlist.php

@@ -24,8 +24,11 @@ if ($_SERVER['REQUEST_METHOD'] === 'POST') {
                     ->execute([$matchType, $value, $reason ?: null, $staff['id'], db_now()]);
                 // Tickets schließen
                 $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')")
+                $priorStmt = $pdo->prepare("SELECT id,status FROM tickets WHERE $col=? AND status NOT IN ('closed')");
+                $priorStmt->execute([$value]); $priorTickets = $priorStmt->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, $priorTickets, 'closed', (int) $staff['id']);
                 audit_log($staff['id'], "Sperrliste: $value hinzugefügt ($matchType)");
             }
             flash('success', "$value gesperrt.");
@@ -50,8 +53,11 @@ if ($_SERVER['REQUEST_METHOD'] === 'POST') {
                 ->execute([$type, $val, $reason ?: null, $staff['id'], db_now()]);
             // Tickets schließen
             $col = $type === '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')")
+            $priorStmt = $pdo->prepare("SELECT id,status FROM tickets WHERE $col=? AND status NOT IN ('closed')");
+            $priorStmt->execute([$val]); $priorTickets = $priorStmt->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(), $val]);
+            ticket_sla_transition_rows($pdo, $priorTickets, 'closed', (int) $staff['id']);
             $added++;
         }
         audit_log($staff['id'], "Sperrliste Massen-Import: $added hinzugefügt, $skipped übersprungen");

DeskHub-Webseite/staff/dashboard_counts.php

@@ -17,7 +17,7 @@ $mine->execute(array_merge([$staff['id']], $deptParams)); $mine = (int)$mine->fe
 $unassigned = $pdo->prepare("SELECT COUNT(*) FROM tickets WHERE assigned_staff_id IS NULL AND status NOT IN ('resolved','closed')" . $deptFilter);
 $unassigned->execute($deptParams); $unassigned = (int)$unassigned->fetchColumn();
 
-$overdue = $pdo->prepare("SELECT COUNT(*) FROM tickets WHERE status NOT IN ('resolved','closed') AND resolution_due_at IS NOT NULL AND resolution_due_at < ?" . $deptFilter);
+$overdue = $pdo->prepare("SELECT COUNT(*) FROM tickets 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 < ?))" . $deptFilter);
 $overdue->execute(array_merge([$now], $deptParams)); $overdue = (int)$overdue->fetchColumn();
 
 $unanswered = $pdo->prepare("SELECT COUNT(*) FROM tickets WHERE status = 'open'" . $deptFilter);

DeskHub-Webseite/staff/kb_manage.php

@@ -16,6 +16,7 @@ if ($_SERVER['REQUEST_METHOD'] === 'POST') {
         } else {
             $slug = slugify($name);
             $pdo->prepare('INSERT INTO kb_categories (name, slug, sort_order) VALUES (?,?,0)')->execute([$name, $slug]);
+            if (function_exists('dhcm_cache_clear')) dhcm_cache_clear();
             audit_log($admin['id'], "KB-Kategorie erstellt: {$name}");
             flash('success', 'Kategorie erstellt.');
             redirect('/staff/kb_manage.php');
@@ -33,6 +34,7 @@ if ($_SERVER['REQUEST_METHOD'] === 'POST') {
             $nameStmt->execute([$id]);
             $catName = $nameStmt->fetchColumn();
             $pdo->prepare('DELETE FROM kb_categories WHERE id = ?')->execute([$id]);
+            if (function_exists('dhcm_cache_clear')) dhcm_cache_clear();
             audit_log($admin['id'], "KB-Kategorie gelöscht: {$catName}");
             flash('success', 'Kategorie gelöscht.');
         }
@@ -69,6 +71,7 @@ if ($_SERVER['REQUEST_METHOD'] === 'POST') {
                 audit_log($admin['id'], "KB-Artikel aktualisiert: {$title}");
                 flash('success', 'Artikel aktualisiert.');
             }
+            if (function_exists('dhcm_cache_clear')) dhcm_cache_clear();
             redirect('/staff/kb_manage.php');
         }
     }
@@ -79,6 +82,7 @@ if ($_SERVER['REQUEST_METHOD'] === 'POST') {
         $titleStmt->execute([$id]);
         $artTitle = $titleStmt->fetchColumn();
         $pdo->prepare('DELETE FROM kb_articles WHERE id = ?')->execute([$id]);
+        if (function_exists('dhcm_cache_clear')) dhcm_cache_clear();
         audit_log($admin['id'], "KB-Artikel gelöscht: {$artTitle}");
         flash('success', 'Artikel gelöscht.');
         redirect('/staff/kb_manage.php');

DeskHub-Webseite/staff/live_chat.php

@@ -164,8 +164,9 @@ if ($_SERVER['REQUEST_METHOD'] === 'POST' && ($_POST['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, $ticket['id'], $staff['id'], 'Live-Chat beendet');
     finalize_work_session($pdo, (int) $ticket['id'], (int) $staff['id']);
 
@@ -231,6 +232,7 @@ if ($_SERVER['REQUEST_METHOD'] === 'POST') {
     if ($autoAssign) $args[] = $staff['id'];
     $args[] = $ticket['id'];
     $stmt->execute($args);
+    ticket_sla_status_transition($pdo, (int) $ticket['id'], (string) $ticket['status'], $newStatus, (int) $staff['id']);
     if ($autoAssign) log_activity($pdo, $ticket['id'], $staff['id'], 'Automatisch zugewiesen (Live-Chat)');
 
     save_mentions($pdo, $ticket['id'], $threadId, $staff['id'], $message, $ticket);

DeskHub-Webseite/staff/live_tickets.php

@@ -39,7 +39,7 @@ $counts = [
     'open' => $count($open),
     'mine' => $count("t.assigned_staff_id = ? AND {$open}", [(int) $staff['id']]),
     'unassigned' => $count("t.assigned_staff_id IS NULL AND {$open}"),
-    'overdue' => $count("{$open} AND t.resolution_due_at IS NOT NULL AND t.resolution_due_at < ?", [db_now()]),
+    'overdue' => $count("{$open} 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 < ?))", [db_now()]),
     'unanswered' => $count("t.status = 'open'"),
 ];
 

DeskHub-Webseite/staff/problems.php

@@ -0,0 +1,142 @@
+<?php
+require_once __DIR__ . '/../includes/bootstrap.php';
+$staff = require_admin();
+$pdo = get_db();
+$errors = [];
+$problemId = (int) ($_GET['id'] ?? $_POST['problem_id'] ?? 0);
+$activeTab = (string) ($_GET['tab'] ?? 'list');
+if (!in_array($activeTab, ['list', 'create'], true)) $activeTab = 'list';
+
+if ($_SERVER['REQUEST_METHOD'] === 'POST') {
+    verify_csrf();
+    $action = (string) ($_POST['action'] ?? '');
+    $activeTab = $action === 'problem_create' ? 'create' : 'list';
+    try {
+        if ($action === 'problem_create') {
+            $pdo->beginTransaction();
+            $problemId = ticket_problem_create($pdo, $_POST, (int) $staff['id']);
+            $ticketNumber = trim((string) ($_POST['ticket_number'] ?? ''));
+            if ($ticketNumber !== '') {
+                $ticketStmt = $pdo->prepare('SELECT id FROM tickets WHERE ticket_number = ?');
+                $ticketStmt->execute([$ticketNumber]);
+                $ticketId = (int) $ticketStmt->fetchColumn();
+                if (!$ticketId) throw new InvalidArgumentException('Das angegebene Ticket wurde nicht gefunden.');
+                ticket_problem_link($pdo, $problemId, $ticketId, (int) $staff['id']);
+                log_activity($pdo, $ticketId, (int) $staff['id'], 'Mit ' . ticket_problem_number($problemId) . ' verknüpft');
+            }
+            $pdo->commit();
+            audit_log($staff['id'], 'Problem ' . ticket_problem_number($problemId) . ' erstellt');
+            flash('success', ticket_problem_number($problemId) . ' wurde angelegt.');
+            redirect('/staff/problems.php?tab=list&id=' . $problemId);
+        } elseif ($action === 'problem_update') {
+            if (!ticket_problem_update($pdo, $problemId, $_POST, (int) $staff['id'])) throw new InvalidArgumentException('Problem nicht gefunden.');
+            audit_log($staff['id'], 'Problem ' . ticket_problem_number($problemId) . ' aktualisiert');
+            flash('success', 'Problem wurde gespeichert.');
+        } elseif ($action === 'ticket_link') {
+            $ticketNumber = trim((string) ($_POST['ticket_number'] ?? ''));
+            $ticketStmt = $pdo->prepare('SELECT id FROM tickets WHERE ticket_number = ?');
+            $ticketStmt->execute([$ticketNumber]);
+            $ticketId = (int) $ticketStmt->fetchColumn();
+            if (!$ticketId) throw new InvalidArgumentException('Das angegebene Ticket wurde nicht gefunden.');
+            if (!ticket_problem_link($pdo, $problemId, $ticketId, (int) $staff['id'])) throw new InvalidArgumentException('Ticket oder Problem wurde nicht gefunden.');
+            log_activity($pdo, $ticketId, (int) $staff['id'], 'Mit ' . ticket_problem_number($problemId) . ' verknüpft');
+            audit_log($staff['id'], 'Ticket mit ' . ticket_problem_number($problemId) . ' verknüpft');
+            flash('success', 'Ticket wurde mit dem Problem verknüpft.');
+        } elseif ($action === 'ticket_unlink') {
+            $ticketId = (int) ($_POST['ticket_id'] ?? 0);
+            ticket_problem_unlink($pdo, $problemId, $ticketId);
+            log_activity($pdo, $ticketId, (int) $staff['id'], 'Verknüpfung mit ' . ticket_problem_number($problemId) . ' entfernt');
+            audit_log($staff['id'], 'Ticket von ' . ticket_problem_number($problemId) . ' getrennt');
+            flash('success', 'Ticket-Verknüpfung wurde entfernt.');
+        }
+    } catch (Throwable $e) {
+        if ($pdo->inTransaction()) $pdo->rollBack();
+        $errors[] = $e instanceof InvalidArgumentException ? $e->getMessage() : 'Änderung konnte nicht gespeichert werden.';
+    }
+    if (!$errors) redirect('/staff/problems.php' . ($problemId ? '?id=' . $problemId : ''));
+}
+
+$problems = ticket_problems($pdo);
+$problem = $problemId ? ticket_problem_get($pdo, $problemId) : null;
+if ($problemId && !$problem) $errors[] = 'Problem nicht gefunden.';
+$linkedTickets = $problem ? ticket_problem_tickets($pdo, $problemId) : [];
+$problemStatuses = ticket_problem_statuses();
+$activePage = 'problems';
+$pageTitle = 'Problemmanagement';
+require __DIR__ . '/_header.php';
+?>
+<h1>Problemmanagement</h1>
+<p class="muted">Bündeln Sie Tickets mit derselben Ursache. Ursache, Workaround und dauerhafte Lösung werden zentral dokumentiert.</p>
+<?php foreach ($errors as $error): ?><div class="flash error"><?= e($error) ?></div><?php endforeach; ?>
+<nav class="problem-tabs" role="tablist" aria-label="Problemmanagement">
+  <a role="tab" aria-selected="<?= $activeTab === 'list' ? 'true' : 'false' ?>" class="<?= $activeTab === 'list' ? 'active' : '' ?>" href="/staff/problems.php?tab=list<?= $problemId ? '&amp;id=' . $problemId : '' ?>">Probleme</a>
+  <a role="tab" aria-selected="<?= $activeTab === 'create' ? 'true' : 'false' ?>" class="<?= $activeTab === 'create' ? 'active' : '' ?>" href="/staff/problems.php?tab=create">Neues Problem</a>
+</nav>
+<?php if ($activeTab === 'create'): ?>
+<section class="card">
+  <h2 style="margin-top:0">Neues Problem erfassen</h2>
+  <p class="muted">Titel und erste Ticketnummer eintragen. Ursache und dauerhafte L&#246;sung k&#246;nnen danach erg&#228;nzt werden.</p>
+  <form method="post"><?= csrf_field() ?><input type="hidden" name="action" value="problem_create">
+    <label for="new_problem_title">Titel</label><input id="new_problem_title" type="text" name="title" maxlength="200" required placeholder="Kurze Problembeschreibung">
+    <label for="new_problem_ticket" style="margin-top:8px">Ticket verkn&#252;pfen (optional)</label><input id="new_problem_ticket" type="text" name="ticket_number" placeholder="Ticketnummer">
+    <label for="new_problem_description" style="margin-top:8px">Beschreibung / Auswirkungen</label><textarea id="new_problem_description" name="description" rows="3"></textarea>
+    <label for="new_problem_cause" style="margin-top:8px">Ursache (falls bekannt)</label><textarea id="new_problem_cause" name="root_cause" rows="3"></textarea>
+    <label for="new_problem_workaround" style="margin-top:8px">Workaround (optional)</label><textarea id="new_problem_workaround" name="workaround" rows="3"></textarea>
+    <button class="btn" type="submit" style="margin-top:12px">Problem anlegen</button>
+  </form>
+</section>
+<?php else: ?>
+<div style="display:grid;grid-template-columns:minmax(240px,320px) minmax(0,1fr);gap:16px;align-items:start">
+  <aside class="card">
+    <h3 style="margin-top:0">Probleme</h3>
+    <?php if (!$problems): ?><p class="muted">Noch keine Probleme erfasst.</p><?php endif; ?>
+    <?php foreach ($problems as $item): ?>
+      <a href="/staff/problems.php?id=<?= (int) $item['id'] ?>" style="display:block;padding:9px 4px;border-top:1px solid var(--border,#e3e9ee);text-decoration:none;<?= (int) $item['id'] === $problemId ? 'font-weight:700;color:var(--primary)' : '' ?>">
+        <strong><?= e(ticket_problem_number((int) $item['id'])) ?></strong> · <?= e($item['title']) ?><br>
+        <span class="muted" style="font-size:.78rem"><?= e($problemStatuses[$item['status']] ?? $item['status']) ?> · <?= (int) $item['ticket_count'] ?> Tickets</span>
+      </a>
+    <?php endforeach; ?>
+  </aside>
+
+  <main>
+  <?php if (!$problem): ?>
+    <section class="card"><h3>Problem auswählen</h3><p class="muted">Wählen Sie links ein Problem aus oder legen Sie ein neues an.</p></section>
+  <?php else: ?>
+    <section class="card">
+      <div style="display:flex;justify-content:space-between;align-items:start;gap:12px;flex-wrap:wrap">
+        <div><span class="muted"><?= e(ticket_problem_number($problemId)) ?></span><h2 style="margin:2px 0 12px"><?= e($problem['title']) ?></h2></div>
+        <span class="muted">Erstellt <?= e(format_dt((string) $problem['created_at'])) ?><?= $problem['creator_name'] ? ' von ' . e($problem['creator_name']) : '' ?></span>
+      </div>
+      <form method="post"><?= csrf_field() ?><input type="hidden" name="action" value="problem_update"><input type="hidden" name="problem_id" value="<?= $problemId ?>">
+        <label for="problem_title">Titel</label><input id="problem_title" type="text" name="title" maxlength="200" required value="<?= e($problem['title']) ?>">
+        <label for="problem_description" style="margin-top:8px">Beschreibung / Auswirkungen</label><textarea id="problem_description" name="description" rows="3"><?= e((string) ($problem['description'] ?? '')) ?></textarea>
+        <label for="problem_root_cause" style="margin-top:8px">Ursache</label><textarea id="problem_root_cause" name="root_cause" rows="3"><?= e((string) ($problem['root_cause'] ?? '')) ?></textarea>
+        <label for="problem_workaround" style="margin-top:8px">Workaround</label><textarea id="problem_workaround" name="workaround" rows="3"><?= e((string) ($problem['workaround'] ?? '')) ?></textarea>
+        <label for="problem_resolution" style="margin-top:8px">Dauerhafte Lösung</label><textarea id="problem_resolution" name="resolution" rows="3"><?= e((string) ($problem['resolution'] ?? '')) ?></textarea>
+        <div style="display:flex;gap:12px;align-items:end;flex-wrap:wrap;margin-top:8px"><div><label for="problem_status">Status</label><select id="problem_status" name="status"><?php foreach ($problemStatuses as $key => $label): ?><option value="<?= e($key) ?>" <?= $problem['status'] === $key ? 'selected' : '' ?>><?= e($label) ?></option><?php endforeach; ?></select></div><button class="btn" type="submit">Problem speichern</button></div>
+      </form>
+    </section>
+
+    <section class="card" style="margin-top:16px">
+      <h3 style="margin-top:0">Verknüpfte Tickets (<?= count($linkedTickets) ?>)</h3>
+      <form method="post" style="display:flex;gap:8px;flex-wrap:wrap;align-items:end;margin-bottom:12px"><?= csrf_field() ?><input type="hidden" name="action" value="ticket_link"><input type="hidden" name="problem_id" value="<?= $problemId ?>"><div style="flex:1;min-width:200px"><label for="link_ticket_number">Ticketnummer</label><input id="link_ticket_number" type="text" name="ticket_number" required placeholder="z. B. 260001"></div><button class="btn secondary" type="submit">Ticket verknüpfen</button></form>
+      <?php if (!$linkedTickets): ?><p class="muted">Noch keine Tickets mit diesem Problem verknüpft.</p><?php endif; ?>
+      <?php foreach ($linkedTickets as $linked): ?>
+        <div style="display:flex;justify-content:space-between;gap:10px;align-items:center;border-top:1px solid var(--border,#e3e9ee);padding:9px 0">
+          <div><a href="/staff/ticket_view.php?n=<?= urlencode((string) $linked['ticket_number']) ?>"><strong>#<?= e($linked['ticket_number']) ?></strong> · <?= e($linked['subject']) ?></a><div class="muted" style="font-size:.78rem"><?= e($linked['requester_name']) ?> · <?= e(status_label((string) $linked['status'])[0]) ?></div></div>
+          <form method="post" onsubmit="return confirm('Ticket-Verknüpfung entfernen?')"><?= csrf_field() ?><input type="hidden" name="action" value="ticket_unlink"><input type="hidden" name="problem_id" value="<?= $problemId ?>"><input type="hidden" name="ticket_id" value="<?= (int) $linked['id'] ?>"><button class="btn secondary" type="submit">Trennen</button></form>
+        </div>
+      <?php endforeach; ?>
+    </section>
+  <?php endif; ?>
+  </main>
+</div>
+<?php endif; ?>
+<style>
+.problem-tabs{display:flex;gap:8px;margin:18px 0 12px;border-bottom:1px solid var(--border,#d8e0e8)}
+.problem-tabs a{border-bottom:3px solid transparent;border-radius:7px 7px 0 0;background:transparent;color:var(--muted,#64748b);padding:10px 16px;font-weight:700;text-decoration:none}
+.problem-tabs a.active{color:var(--text,#0f172a);border-bottom-color:var(--primary,#0f766e);background:var(--surface,#fff)}
+
+@media(max-width:760px){.card+main{min-width:0}}
+</style>
+<?php require __DIR__ . '/_footer.php'; ?>

DeskHub-Webseite/staff/reports.php

@@ -337,7 +337,7 @@ $stmt = $pdo->prepare("SELECT COUNT(*) FROM tickets WHERE assigned_staff_id IS N
 $stmt->execute($deptParamsT);
 $dashUnassigned = (int) $stmt->fetchColumn();
 
-$stmt = $pdo->prepare("SELECT COUNT(*) FROM tickets WHERE status NOT IN ('resolved','closed') AND resolution_due_at IS NOT NULL AND resolution_due_at < ?{$deptFilterT}");
+$stmt = $pdo->prepare("SELECT COUNT(*) FROM tickets WHERE status NOT IN ('resolved','closed') AND (is_overdue = 1 OR (sla_paused_at IS NULL AND resolution_due_at IS NOT NULL AND resolution_due_at < ?)){$deptFilterT}");
 $stmt->execute(array_merge([$now], $deptParamsT));
 $dashOverdue = (int) $stmt->fetchColumn();