diff --git a/htdocs/admin/ticket.php b/htdocs/admin/ticket.php
index fc8a5e8e0b9..c36f6ae1d1b 100644
--- a/htdocs/admin/ticket.php
+++ b/htdocs/admin/ticket.php
@@ -191,6 +191,18 @@ if ($action == 'setvarother') {
if (!($res > 0)) {
$error++;
}
+
+ $param_delay_first_response = GETPOST('delay_first_response', 'int');
+ $res = dolibarr_set_const($db, 'TICKET_DELAY_BEFORE_FIRST_RESPONSE', $param_delay_first_response, 'chaine', 0, '', $conf->entity);
+ if (!($res > 0)) {
+ $error++;
+ }
+
+ $param_delay_between_responses = GETPOST('delay_between_responses', 'int');
+ $res = dolibarr_set_const($db, 'TICKET_DELAY_SINCE_LAST_RESPONSE', $param_delay_between_responses, 'chaine', 0, '', $conf->entity);
+ if (!($res > 0)) {
+ $error++;
+ }
}
@@ -503,7 +515,8 @@ print '';
print '';
// Auto assign ticket at user who created it
-print '| '.$langs->trans("TicketsAutoAssignTicket").' | ';
+print '
';
+print '| '.$langs->trans("TicketsAutoAssignTicket").' | ';
print '';
if ($conf->use_javascript_ajax) {
print ajax_constantonoff('TICKET_AUTO_ASSIGN_USER_CREATE');
@@ -517,12 +530,41 @@ print $form->textwithpicto('', $langs->trans("TicketsAutoAssignTicketHelp"), 1,
print ' | ';
print '
';
-print '
';
-
if (!$conf->use_javascript_ajax) {
print '';
}
+// Define wanted maximum time elapsed before answers to tickets
+print '';
+
+print '
';
+
+
// Admin var of module
print load_fiche_titre($langs->trans("Notification"), '', '');
diff --git a/htdocs/core/lib/ticket.lib.php b/htdocs/core/lib/ticket.lib.php
index 3599c17887f..2e70bfba3b9 100644
--- a/htdocs/core/lib/ticket.lib.php
+++ b/htdocs/core/lib/ticket.lib.php
@@ -476,7 +476,7 @@ function show_ticket_messaging($conf, $langs, $db, $filterobj, $objcon = '', $no
if ($sql) { // May not be defined if module Agenda is not enabled and mailing module disabled too
$sql .= $db->order($sortfield_new, $sortorder);
- dol_syslog("company.lib::show_actions_done", LOG_DEBUG);
+ dol_syslog("ticket.lib::show_ticket_messaging", LOG_DEBUG);
$resql = $db->query($sql);
if ($resql) {
$i = 0;
@@ -491,7 +491,7 @@ function show_ticket_messaging($conf, $langs, $db, $filterobj, $objcon = '', $no
$result = $contactaction->fetchResources();
if ($result < 0) {
dol_print_error($db);
- setEventMessage("company.lib::show_actions_done Error fetch ressource", 'errors');
+ setEventMessage("ticket.lib::show_ticket_messaging Error fetch ressource", 'errors');
}
//if ($donetodo == 'todo') $sql.= " AND ((a.percent >= 0 AND a.percent < 100) OR (a.percent = -1 AND a.datep > '".$db->idate($now)."'))";
diff --git a/htdocs/core/modules/modTicket.class.php b/htdocs/core/modules/modTicket.class.php
index 68cb3f45551..0ae6b00b1c3 100644
--- a/htdocs/core/modules/modTicket.class.php
+++ b/htdocs/core/modules/modTicket.class.php
@@ -107,7 +107,9 @@ class modTicket extends DolibarrModules
1 => array('TICKET_ENABLE_PUBLIC_INTERFACE', 'chaine', '0', 'Enable ticket public interface', 0),
2 => array('TICKET_ADDON', 'chaine', 'mod_ticket_simple', 'Ticket ref module', 0),
3 => array('TICKET_ADDON_PDF_ODT_PATH', 'chaine', 'DOL_DATA_ROOT/doctemplates/tickets', 'Ticket templates ODT/ODS directory for templates', 0),
- 4 => array('TICKET_AUTO_READ_WHEN_CREATED_FROM_BACKEND', 'chaine', 0, 'Automatically mark ticket as read when created from backend', 0)
+ 4 => array('TICKET_AUTO_READ_WHEN_CREATED_FROM_BACKEND', 'chaine', 0, 'Automatically mark ticket as read when created from backend', 0),
+ 5 => array('TICKET_DELAY_BEFORE_FIRST_RESPONSE', 'chaine', '0', 'Maximum wanted elapsed time before a first answer to a ticket (in hours). Display a warning in tickets list if not respected.', 0),
+ 6 => array('TICKET_DELAY_SINCE_LAST_RESPONSE', 'chaine', '0', 'Maximum wanted elapsed time between two answers on the same ticket (in hours). Display a warning in tickets list if not respected.', 0)
);
diff --git a/htdocs/langs/en_US/ticket.lang b/htdocs/langs/en_US/ticket.lang
index 38b199f7260..9dfc4874cc5 100644
--- a/htdocs/langs/en_US/ticket.lang
+++ b/htdocs/langs/en_US/ticket.lang
@@ -138,6 +138,10 @@ TicketPublicNotificationNewMessageDefaultEmail=Notifications email to (update)
TicketPublicNotificationNewMessageDefaultEmailHelp=Send an email to this address for each new message notifications if the ticket doesn't have a user assigned to it or if the user doesn't have any known email.
TicketsAutoReadTicket=Automatically mark the ticket as read (when created from backoffice)
TicketsAutoReadTicketHelp=Automatically mark the ticket as read when created from backoffice. When ticket is create from the public interface, ticket remains with the status "Not Read".
+TicketsDelayBeforeFirstAnswer=A new ticket should receive a first answer before (hours):
+TicketsDelayBeforeFirstAnswerHelp=If a new ticket has not received an answer after this time period (in hours), an important warning icon will be displayed in the list view.
+TicketsDelayBetweenAnswers=An unresolved ticket should not be unactive during (hours):
+TicketsDelayBetweenAnswersHelp=If an unresolved ticket that has already received an answer has not had further interaction after this time period (in hours), a warning icon will be displayed in the list view.
#
# Index & list page
@@ -244,6 +248,8 @@ TicketNotNotifyTiersAtCreate=Not notify company at create
Unread=Unread
TicketNotCreatedFromPublicInterface=Not available. Ticket was not created from public interface.
ErrorTicketRefRequired=Ticket reference name is required
+TicketsDelayForFirstResponseTooLong=Too much time elapsed since ticket opening without any answer.
+TicketsDelayFromLastResponseTooLong=Too much time elapsed since last answer on this ticket.
#
# Logs
diff --git a/htdocs/ticket/list.php b/htdocs/ticket/list.php
index b2548807be4..c7f603056b4 100644
--- a/htdocs/ticket/list.php
+++ b/htdocs/ticket/list.php
@@ -329,8 +329,6 @@ if (empty($reshook)) {
$form = new Form($db);
$formTicket = new FormTicket($db);
-$now = dol_now();
-
$user_temp = new User($db);
$socstatic = new Societe($db);
@@ -942,6 +940,7 @@ if (isset($extrafields->attributes[$object->table_element]['computed']) && is_ar
$i = 0;
$totalarray = array();
$totalarray['nbfield'] = 0;
+$now = dol_now();
$cacheofoutputfield = array();
while ($i < ($limit ? min($num, $limit) : $num)) {
@@ -952,10 +951,12 @@ while ($i < ($limit ? min($num, $limit) : $num)) {
// Store properties in $object
$object->setVarsFromFetchObj($obj);
+ $object->status = $object->fk_statut; // fk_statut is deprecated
// Show here line of result
print '';
foreach ($object->fields as $key => $val) {
+
$cssforfield = (empty($val['csslist']) ? (empty($val['css']) ? '' : $val['css']) : $val['csslist']);
if (in_array($val['type'], array('date', 'datetime', 'timestamp'))) {
$cssforfield .= ($cssforfield ? ' ' : '').'center';
@@ -1033,6 +1034,26 @@ while ($i < ($limit ? min($num, $limit) : $num)) {
}
} elseif (in_array($val['type'], array('date', 'datetime', 'timestamp'))) {
print $object->showOutputField($val, $key, $db->jdate($obj->$key), '');
+ } elseif ($key == 'ref') {
+ print $object->showOutputField($val, $key, $obj->$key, '');
+
+ // display a warning on untreated tickets
+ $is_open = ($object->status != Ticket::STATUS_CLOSED && $object->status != Ticket::STATUS_CANCELED );
+ $should_show_warning = (!empty($conf->global->TICKET_DELAY_SINCE_LAST_RESPONSE) || !empty($conf->global->TICKET_DELAY_BEFORE_FIRST_RESPONSE));
+ if ($is_open && $should_show_warning) {
+ $date_last_msg_sent = (int) $object->date_last_msg_sent;
+ $hour_diff = ($now - $date_last_msg_sent) / 3600 ;
+
+ if (!empty($conf->global->TICKET_DELAY_BEFORE_FIRST_RESPONSE && $date_last_msg_sent == 0)) {
+ $creation_date = $object->datec;
+ $hour_diff_creation = ($now - $creation_date) / 3600 ;
+ if ($hour_diff_creation > $conf->global->TICKET_DELAY_BEFORE_FIRST_RESPONSE) {
+ print " " . img_picto($langs->trans('Late') . ' : ' . $langs->trans('TicketsDelayForFirstResponseTooLong', $conf->global->TICKET_DELAY_BEFORE_FIRST_RESPONSE), 'warning', 'style="color: red;"', false, 0, 0, '', '');
+ }
+ } elseif (!empty($conf->global->TICKET_DELAY_SINCE_LAST_RESPONSE) && $hour_diff > $conf->global->TICKET_DELAY_SINCE_LAST_RESPONSE) {
+ print " " . img_picto($langs->trans('Late') . ' : ' . $langs->trans('TicketsDelayFromLastResponseTooLong', $conf->global->TICKET_DELAY_SINCE_LAST_RESPONSE), 'warning');
+ }
+ }
} else { // Example: key=fk_soc, obj->key=123 val=array('type'=>'integer', ...
$tmp = explode(':', $val['type']);
if ($tmp[0] == 'integer' && !empty($tmp[1]) && class_exists($tmp[1])) {