139 lines
7.1 KiB
PHP
139 lines
7.1 KiB
PHP
<?php
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declare(strict_types=1);
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require_once __DIR__ . '/common.php';
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api_require_method('GET');
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$staff = api_require_staff();
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$number = trim((string) ($_GET['number'] ?? ''));
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if ($number === '') {
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api_error(422, 'TICKET_NUMBER_REQUIRED', 'Eine Ticketnummer ist erforderlich.');
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}
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$pdo = get_db();
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$ticket = api_find_ticket($pdo, $staff, $number);
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// Generelle Ticket-Sperre (nicht Live-Chat-spezifisch, siehe ticket_locked_by_other()
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// in includes/functions.php): wird von einem anderen Mitarbeiter (Web oder App) gerade
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// frisch bearbeitet, wird das Ticket hier – anders als beim milderen Live-Chat-Lock
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// weiter unten – gar nicht erst geladen, genau wie im Web-Backend (ticket_view.php).
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// Administratoren dürfen ein von anderen bearbeitetes Ticket trotzdem lesen und bearbeiten; die Sperre des anderen bleibt dabei
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// bestehen, bis sie aufgehoben wird (api/staff/v1/ticket_unlock.php). Alle anderen bekommen wie bisher einen Hinweis.
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$ticketLockedBy = null;
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if ($ticket['source'] !== 'chat') {
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$lockedByName = ticket_locked_by_other($ticket, (int) $staff['id'], $pdo);
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if ($lockedByName) {
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if ($staff['role'] !== 'admin') {
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api_error(409, 'TICKET_LOCKED', "Dieses Ticket wird gerade von \"$lockedByName\" bearbeitet und kann nicht gleichzeitig geöffnet werden.");
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}
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$ticketLockedBy = $lockedByName;
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} else {
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ticket_acquire_lock((int) $ticket['id'], (int) $staff['id'], $pdo);
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ticket_assign_on_open($pdo, $ticket, $staff); // unzugewiesenes Ticket wird dem öffnenden Mitarbeiter zugewiesen
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}
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}
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$threadStmt = $pdo->prepare(
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'SELECT tt.*, s.name AS staff_name, u.name AS user_name
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FROM ticket_threads tt
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LEFT JOIN staff s ON s.id = tt.staff_id
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LEFT JOIN users u ON u.id = tt.user_id
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WHERE tt.ticket_id = ?
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ORDER BY tt.created_at ASC, tt.id ASC'
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);
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$threadStmt->execute([$ticket['id']]);
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$attachmentStmt = $pdo->prepare(
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'SELECT id, original_name, filesize FROM ticket_attachments WHERE thread_id = ? ORDER BY id'
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);
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$commentStmt = $pdo->prepare(
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'SELECT tc.id, tc.message, tc.created_at, s.id AS staff_id, s.name AS staff_name
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FROM ticket_thread_comments tc
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JOIN staff s ON s.id = tc.staff_id
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WHERE tc.thread_id = ? ORDER BY tc.created_at, tc.id'
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);
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$threads = [];
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foreach ($threadStmt->fetchAll() as $row) {
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$attachmentStmt->execute([$row['id']]);
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$commentStmt->execute([$row['id']]);
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$threads[] = [
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'id' => (int) $row['id'],
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'authorType' => $row['author_type'],
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'authorName' => $row['staff_name'] ?: $row['user_name'] ?: $ticket['requester_name'],
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'message' => api_plain_text($row['message']),
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'isInternalNote' => (bool) $row['is_internal_note'],
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'createdAt' => $row['created_at'],
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'attachments' => array_map(fn(array $item) => [
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'id' => (int) $item['id'],
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'name' => $item['original_name'],
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'size' => (int) $item['filesize'],
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], $attachmentStmt->fetchAll()),
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'comments' => array_map(fn(array $item) => [
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'id' => (int) $item['id'],
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'message' => api_plain_text($item['message']),
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'staff' => ['id' => (int) $item['staff_id'], 'name' => $item['staff_name']],
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'createdAt' => $item['created_at'],
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], $commentStmt->fetchAll()),
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];
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}
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// Live-Chat-Sperre: wie im Web-Backend (staff/live_chat.php) "besitzt" der Mitarbeiter,
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// der den Chat gerade ansieht, ihn für ein paar Minuten – verhindert, dass App und Web
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// gleichzeitig unbemerkt im selben Chat antworten. Nur für Live-Chat-Tickets relevant,
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// normale Tickets bleiben unangetastet. Lesen bleibt für alle möglich, nur das
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// Schreiben wird in api_add_ticket_message() serverseitig blockiert.
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$lockedByOtherName = null;
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if ($ticket['source'] === 'chat' && $ticket['status'] !== 'closed') {
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$lockedByOtherName = live_chat_locked_by_other($ticket, (int) $staff['id'], $pdo);
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if (!$lockedByOtherName) {
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live_chat_acquire_lock((int) $ticket['id'], (int) $staff['id'], $pdo);
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ticket_assign_on_open($pdo, $ticket, $staff);
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}
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}
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$summary = api_ticket_summary($ticket);
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$summary['source'] = $ticket['source'];
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$summary['firstResponseDueAt'] = $ticket['first_response_due_at'];
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$summary['resolutionDueAt'] = $ticket['resolution_due_at'];
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$summary['lockedByOtherName'] = $lockedByOtherName;
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$summary['lockedBy'] = $ticketLockedBy; // Name, wenn ein Administrator ein fremd gesperrtes Ticket geöffnet hat
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$summary['canUnlock'] = $staff['role'] === 'admin'; // darf die Sperre eines anderen aufheben
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$summary['threads'] = $threads;
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// Rechte für GENAU dieses Ticket: gelten pro Abteilung (Rolle des Mitarbeiters in der Abteilung des Tickets)
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$summary['permissions'] = [];
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foreach (['reply_ticket', 'post_note', 'close_ticket', 'assign_ticket', 'transfer_ticket', 'delete_ticket'] as $__perm) {
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$summary['permissions'][$__perm] = has_permission($staff, $__perm, (int) $ticket['department_id']);
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}
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// Signaturen zur Auswahl beim Antworten (eigene / Abteilung / keine) als Klartext mit Hinweis auf Bilder
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$sigOptions = reply_signature_options($pdo, $staff, (int) $ticket['department_id']);
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$sigEntry = fn(string $html) => ['available' => $html !== '', 'text' => api_plain_text($html), 'html' => $html, 'hasImage' => stripos($html, '<img') !== false, 'imageUrl' => api_first_image_url($html)];
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$summary['replySignatures'] = [
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'default' => $sigOptions['default'],
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'own' => $sigEntry($sigOptions['own']),
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'department' => $sigEntry($sigOptions['dept']) + ['name' => $sigOptions['deptName']],
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];
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// Zusatzfelder des Tickets (vom Kunden im Formular ausgefüllt), in der Reihenfolge des Formulars
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$cfStmt = $pdo->prepare(
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'SELECT cf.label, cf.field_type, v.value FROM ticket_field_values v
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JOIN custom_fields cf ON cf.id = v.custom_field_id
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WHERE v.ticket_id = ? ORDER BY cf.sort_order, cf.label'
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);
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$cfStmt->execute([(int) $ticket['id']]);
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$summary['customFields'] = array_map(fn($r) => [
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'label' => (string) $r['label'],
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'type' => (string) $r['field_type'],
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'value' => $r['field_type'] === 'checkbox' ? ($r['value'] ? 'Ja' : 'Nein') : (string) $r['value'],
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], $cfStmt->fetchAll());
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try {
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$summary['similar'] = ticket_similar($pdo, $ticket, staff_department_ids($staff));
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} catch (Throwable $e) {
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$summary['similar'] = ['articles' => [], 'tickets' => []];
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}
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// Cc-Empfänger, Beobachter und Bewertung des Kunden
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try {
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$summary['collaborators'] = api_ticket_collaborators($pdo, (int) $ticket['id']);
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$summary['followers'] = array_map(fn($f) => ['id' => (int) $f['id'], 'name' => (string) $f['name']], ticket_followers($pdo, (int) $ticket['id']));
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$__csat = csat_for_ticket($pdo, (int) $ticket['id']);
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$summary['csat'] = $__csat ? ['rating' => $__csat['rating'] !== null ? (int) $__csat['rating'] : null, 'comment' => (string) ($__csat['comment'] ?? ''), 'sentAt' => $__csat['sent_at'], 'answeredAt' => $__csat['answered_at']] : null;
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} catch (Throwable $e) {
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$summary += ['collaborators' => [], 'followers' => [], 'csat' => null];
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}
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api_json(['ticket' => $summary]);
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