Manage reseller support tickets
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| Ticket # | Reseller | Priority | Status | Assign To | Category | Assigned At | Created At | Duration | Actions |
|---|---|---|---|---|---|---|---|---|---|
| {{ $ticket->ticket_number }} | @if($ticket->user->reseller && $ticket->user->reseller->name) {{ $ticket->user->reseller->name }} @elseif($ticket->user->company_name) {{ $ticket->user->company_name }} @else {{ $ticket->user->name ?? 'N/A' }} @endif | @php $priorityColors = [ 'low' => '#6c757d', 'medium' => '#17a2b8', 'high' => '#ffc107', 'urgent' => '#dc3545' ]; $priorityColor = $priorityColors[$ticket->priority] ?? '#6c757d'; @endphp {{ ucfirst($ticket->priority) }} | @php $statusLabel = in_array($ticket->status, ['resolved', 'closed']) ? 'Solved' : ucfirst(str_replace('_', ' ', $ticket->status)); // For resellers, exclude 'in_progress' from clickable statuses $clickableStatuses = isset($isReseller) && $isReseller ? ['upstream_issues', 'pop_issues', 'transmission_issues'] : ['in_progress', 'upstream_issues', 'pop_issues', 'transmission_issues']; $isClickable = in_array($ticket->status, $clickableStatuses); $isSolved = $ticket->resolved_at || $ticket->status === 'resolved' || $ticket->status === 'closed'; $statusColors = [ 'in_progress' => '#ffc107', 'upstream_issues' => '#007bff', 'pop_issues' => '#fd7e14', 'transmission_issues' => '#6f42c1' ]; $statusColor = $statusColors[$ticket->status] ?? '#6c757d'; @endphp @if($ticket->status == 'in_progress' && (isset($isReseller) && $isReseller)) {{-- For resellers, show in_progress status as non-clickable --}} In Progress @elseif($isClickable && !$isSolved) {{ $statusLabel }} @elseif($isClickable && $isSolved) {{ $statusLabel }} @else {{ $statusLabel }} @endif | @php // Current active assignment for this employee (in this page context currentEmployee exists) $currentAssignment = DB::table('reseller_ticket_employee_assignments') ->where('reseller_ticket_id', $ticket->id) ->where('employee_id', $currentEmployee->id) ->where('is_active', true) ->first(); // Was it forwarded (previous inactive assignment exists for someone else)? $hasPreviousAssignment = DB::table('reseller_ticket_employee_assignments') ->where('reseller_ticket_id', $ticket->id) ->where('employee_id', '!=', $currentEmployee->id) ->where('is_active', false) ->exists(); $forwardedTo = null; $forwardedBy = null; $assignedBy = null; if ($currentAssignment) { if ($currentAssignment->assigned_by) { $assignedByUser = \App\Models\User::find($currentAssignment->assigned_by); $assignedBy = $assignedByUser ? $assignedByUser->name : 'N/A'; } if ($hasPreviousAssignment) { $forwardedTo = $currentEmployee->name; $forwardedBy = $assignedBy; } } @endphp @if($currentAssignment) @if($ticket->resolved_at) {{-- Ticket is solved, show Solved instead of Forwarded --}} @elseif($hasPreviousAssignment && $forwardedTo && $forwardedBy) @else @endif @else N/A @endif | {{ $ticket->category->name ?? 'N/A' }} | @php $assignment = DB::table('reseller_ticket_employee_assignments') ->where('reseller_ticket_id', $ticket->id) ->where('employee_id', $currentEmployee->id) ->where('is_active', true) ->first(); @endphp @if($assignment && $assignment->assigned_at) {{ \Carbon\Carbon::parse($assignment->assigned_at)->diffForHumans() }} @else N/A @endif | {{ $ticket->created_at->format('Y-m-d H:i') }} | @php // Calculate duration from created_at to resolved_at/closed_at or now $createdAt = \Carbon\Carbon::parse($ticket->created_at); if ($ticket->resolved_at || $ticket->closed_at) { $endAt = \Carbon\Carbon::parse($ticket->resolved_at ?? $ticket->closed_at); } else { $endAt = now(); } $diff = $createdAt->diff($endAt); $duration = sprintf('%dd:%02dh:%02dm:%02ds', $diff->days, $diff->h, $diff->i, $diff->s ); $startIso = $createdAt->toIso8601String(); $isStatic = ($ticket->resolved_at || $ticket->closed_at) ? true : false; $endIso = $isStatic ? $endAt->toIso8601String() : null; @endphp {{ $duration }} | @if(isset($assignedTicketNotificationCounts[$ticket->id]) && $assignedTicketNotificationCounts[$ticket->id] > 0) {{ $assignedTicketNotificationCounts[$ticket->id] }} @endif @if($ticket->status !== 'resolved' && $ticket->status !== 'closed') @endif |
| SL | Reseller | @if($isSuperAdmin || $isAdmin)Mobile(Existing) | Complained Number | @endifProblem | Sub Category | Priority | @if(!isset($isReseller) || !$isReseller)Status | @endifAssign To | @if(isset($isReseller) && $isReseller)Solved by | @endifCreated by | Actions |
|---|---|---|---|---|---|---|---|---|---|---|---|
| {{ $slNumber }} | @if($ticket->user->reseller && $ticket->user->reseller->name) {{ $ticket->user->reseller->name }} @elseif($ticket->user->company_name) {{ $ticket->user->company_name }} @else {{ $ticket->user->name ?? 'N/A' }} @endif | @if($isSuperAdmin || $isAdmin){{ $ticket->user->phone ?? 'N/A' }} | @if($ticket->complained_number) {{ $ticket->complained_number }} @else N/A @endif | @endif{{ $ticket->category->name ?? ($ticket->description ? Str::limit($ticket->description, 30) : 'N/A') }} | {{ $ticket->subcategory->name ?? 'N/A' }} | @php $priorityColors = [ 'low' => '#6c757d', 'medium' => '#17a2b8', 'high' => '#ffc107', 'urgent' => '#dc3545' ]; $priorityColor = $priorityColors[$ticket->priority] ?? '#6c757d'; @endphp {{ ucfirst($ticket->priority) }} | @if(!isset($isReseller) || !$isReseller)@php // For resellers, exclude 'in_progress' from clickable statuses $clickableStatuses = isset($isReseller) && $isReseller ? ['upstream_issues', 'pop_issues', 'transmission_issues'] : ['in_progress', 'upstream_issues', 'pop_issues', 'transmission_issues']; $isClickable = in_array($ticket->status, $clickableStatuses); $isSolved = $ticket->resolved_at || $ticket->status === 'resolved' || $ticket->status === 'closed'; $statusColors = [ 'in_progress' => '#ffc107', 'upstream_issues' => '#007bff', 'pop_issues' => '#fd7e14', 'transmission_issues' => '#6f42c1' ]; $statusColor = $statusColors[$ticket->status] ?? '#6c757d'; @endphp @if($ticket->status == 'in_progress' && (isset($isReseller) && $isReseller)) {{-- For resellers, show in_progress status as non-clickable --}} In Progress @elseif($isClickable && !$isSolved) @if($isEmployee && $ticket->status == 'in_progress') {{ ucfirst(str_replace('_', ' ', $ticket->status)) }} @else {{ ucfirst(str_replace('_', ' ', $ticket->status)) }} @endif @elseif($isClickable && $isSolved) {{ ucfirst(str_replace('_', ' ', $ticket->status)) }} @else {{ ucfirst(str_replace('_', ' ', $ticket->status)) }} @endif | @endif@php // Check if ticket has been assigned before $hasAssignment = DB::table('reseller_ticket_employee_assignments') ->where('reseller_ticket_id', $ticket->id) ->exists(); // Check if ticket has been forwarded (has inactive assignments) $hasInactiveAssignment = DB::table('reseller_ticket_employee_assignments') ->where('reseller_ticket_id', $ticket->id) ->where('is_active', false) ->exists(); // Determine button text and color $buttonColor = '#007bff'; // Default blue $buttonDisabled = false; // If ticket is resolved or closed, show "Solved" and disable button // Also check if ticket has resolved_at timestamp (solved from restricted status) if ($ticket->status === 'resolved' || $ticket->status === 'closed' || $ticket->resolved_at) { $buttonText = 'Solved'; $buttonTitle = 'Solved'; $buttonColor = '#6c757d'; // Gray color for solved $buttonDisabled = true; } elseif ($hasInactiveAssignment) { // Ticket has been forwarded/re-assigned $buttonText = 'Forwarded'; $buttonTitle = 'Forwarded'; $buttonColor = '#28a745'; // Green color for forwarded } elseif ($hasAssignment) { // Ticket has been assigned but not forwarded $buttonText = 'Re-Assign'; $buttonTitle = 'Re-Assign'; $buttonColor = '#007bff'; // Blue color } else { // New ticket, never assigned $buttonText = 'Assign'; $buttonTitle = 'Assign'; $buttonColor = '#007bff'; // Blue color } // Get assigned employee names for tooltip $assignedEmployees = DB::table('reseller_ticket_employee_assignments') ->where('reseller_ticket_id', $ticket->id) ->where('is_active', true) ->join('employees', 'reseller_ticket_employee_assignments.employee_id', '=', 'employees.id') ->pluck('employees.name') ->toArray(); $assignedUsersText = !empty($assignedEmployees) ? implode(', ', $assignedEmployees) : 'Not Assigned'; @endphp @if(isset($isReseller) && $isReseller) {{ $buttonText }} @else @endif | @if(isset($isReseller) && $isReseller)@php // Find who solved the ticket // Check if ticket is solved $isSolved = $ticket->resolved_at || $ticket->status === 'resolved' || $ticket->status === 'closed'; $solvedByEmployee = null; if ($isSolved) { // Find the employee who had the active assignment when ticket was solved // Get the assignment that was deactivated around the time ticket was resolved $resolvedAt = $ticket->resolved_at ?? ($ticket->closed_at ?? now()); // Find assignment that was active before resolution and deactivated around resolution time $solvedAssignment = DB::table('reseller_ticket_employee_assignments') ->where('reseller_ticket_id', $ticket->id) ->where('is_active', false) ->whereNotNull('assigned_at') ->orderBy('updated_at', 'desc') ->first(); if ($solvedAssignment) { $solvedEmployee = DB::table('employees') ->where('id', $solvedAssignment->employee_id) ->first(); $solvedByEmployee = $solvedEmployee ? $solvedEmployee->name : null; } // If not found, try to find any employee who had assignment for this ticket if (!$solvedByEmployee) { $anyAssignment = DB::table('reseller_ticket_employee_assignments') ->where('reseller_ticket_id', $ticket->id) ->orderBy('updated_at', 'desc') ->first(); if ($anyAssignment) { $anyEmployee = DB::table('employees') ->where('id', $anyAssignment->employee_id) ->first(); $solvedByEmployee = $anyEmployee ? $anyEmployee->name : null; } } } @endphp @if($isSolved && $solvedByEmployee) {{ $solvedByEmployee }} @elseif($isSolved) N/A @else - @endif | @endif@php $createdByUser = $ticket->createdBy; @endphp @if($createdByUser) @if($createdByUser->employeeRecord) {{ $createdByUser->employeeRecord->name ?? $createdByUser->name ?? 'N/A' }} @else {{ $createdByUser->name ?? 'N/A' }} @endif @else N/A @endif | @if(!(isset($isReseller) && $isReseller)) @endif @if($isSuperAdmin || $isAdmin || $isEmployee) @if(isset($ticketNotificationCounts[$ticket->id]) && $ticketNotificationCounts[$ticket->id] > 0) {{ $ticketNotificationCounts[$ticket->id] }} @endif @if($ticket->attachments && $ticket->attachments->count() > 0) {{ $ticket->attachments->count() }} @else @endif @php $isSolved = $ticket->resolved_at || $ticket->status === 'resolved' || $ticket->status === 'closed'; @endphp @if(!$isSolved) @endif @endif @if(($isSuperAdmin || $isAdmin) && !$isEmployee) @endif @php $isSolved = $ticket->resolved_at || $ticket->status === 'resolved' || $ticket->status === 'closed'; @endphp @if(isset($isReseller) && $isReseller && !$isSolved) @endif @php $canClose = isset($isReseller) && $isReseller && !$isSolved && $ticket->created_by == auth()->id(); $isIssueStatus = in_array($ticket->status, ['upstream_issues', 'pop_issues', 'transmission_issues']); @endphp @if($canClose) @endif @if(isset($isReseller) && $isReseller && $isIssueStatus) Rate @endif |
| No tickets found |
| SL | Ticket # | Problem | Sub Category | Priority | Rating | Assign To | Solved by | Solved At | Actions |
|---|---|---|---|---|---|---|---|---|---|
| {{ $slNumber }} | {{ $ticket->ticket_number }} | {{ $ticket->category->name ?? ($ticket->description ? Str::limit($ticket->description, 30) : 'N/A') }} | {{ $ticket->subcategory->name ?? 'N/A' }} | @php $priorityColors = [ 'low' => '#6c757d', 'medium' => '#17a2b8', 'high' => '#ffc107', 'urgent' => '#dc3545' ]; $priorityColor = $priorityColors[$ticket->priority] ?? '#6c757d'; @endphp {{ ucfirst($ticket->priority) }} | @if($ticket->rating) @for($i = 1; $i <= 5; $i++) @endfor ({{ $ticket->rating }}/5) @else No rating @endif | Solved | @if($isSolved && $solvedByEmployee) {{ $solvedByEmployee }} @elseif($isSolved) N/A @else - @endif | @if($ticket->resolved_at) {{ \Carbon\Carbon::parse($ticket->resolved_at)->format('Y-m-d H:i:s') }} @elseif($ticket->closed_at) {{ \Carbon\Carbon::parse($ticket->closed_at)->format('Y-m-d H:i:s') }} @else {{ $ticket->updated_at->format('Y-m-d H:i:s') }} @endif | @if($isSolved) Rate @endif |
No solved tickets found.