├── LICENSE
├── README.md
├── assets
    ├── hashtag0.jpg
    ├── hashtag1.jpg
    ├── hashtag2.jpg
    ├── hashtag3.jpg
    ├── hashtag4.jpg
    └── report.jpg
├── automator
    ├── createTicket.php
    └── createTicketPeriod.php
├── hashtag
    ├── processTags.php
    ├── tag-NORMAL.php
    ├── tag-STATUS.php
    ├── tag-SUBJECT.php
    └── tag-WOC.php
└── reports
    ├── report.inc.php
    ├── report.php
    ├── reportrt.php
    ├── viewsCreate.sql
    └── viewsDrop.sql


/LICENSE:
--------------------------------------------------------------------------------
 1 | The MIT License (MIT)
 2 | 
 3 | Copyright (c) 2015 garyns
 4 | 
 5 | Permission is hereby granted, free of charge, to any person obtaining a copy
 6 | of this software and associated documentation files (the "Software"), to deal
 7 | in the Software without restriction, including without limitation the rights
 8 | to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
 9 | copies of the Software, and to permit persons to whom the Software is
10 | furnished to do so, subject to the following conditions:
11 | 
12 | The above copyright notice and this permission notice shall be included in all
13 | copies or substantial portions of the Software.
14 | 
15 | THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
16 | IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
17 | FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
18 | AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
19 | LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
20 | OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE
21 | SOFTWARE.
22 | 
23 | 


--------------------------------------------------------------------------------
/README.md:
--------------------------------------------------------------------------------
  1 | # osTicket-extensions
  2 | 
  3 | **PLEASE NOTE:** This code was written for and tested against OSTicket 1.6 and is currencly unmaintained.
  4 | I have received notifications that this code does not work with OSTicket 1.10 due to schema changes.
  5 | 
  6 | 
  7 | 
  8 | Extensions and Scripts to complement self-hosted [OSTicket.](http://www.osticket.com) They include:
  9 | 
 10 | * Automatically schedule and create tickets.
 11 | * Process #hashtags in ticket notes and comments.
 12 | * Simple managerial ticket report
 13 | 
 14 | Tested against OSTicket 1.8
 15 | 
 16 | ## Ticket Automation
 17 | 
 18 | In the "automation" directory are 2 php scripts for automating ticket creation.
 19 | 
 20 | Creating a ticket from the command line:
 21 | 
 22 | ```
 23 | ./createTicket.php subject [message]
 24 | ```
 25 | 
 26 | Automatically scheduling ticket creation:
 27 | ```
 28 | ./createTicketPeriod.php <period>
 29 | ```
 30 | This script is called from CRON to create tickets automatically on a schedule (eg daily, weekly, monthly, etc). Ticket subjects and messges are maintained in OSTicket's Knowledge-Base as an FAQ.
 31 | 
 32 | [See here for further information and setup tutorial.](http://garysmart.com.au/osticket-automatic-scheduled-tickets/)
 33 | 
 34 | ### Troubleshooting
 35 | 
 36 | 
 37 | **Unable to create ticket with subject: [_subject_]**
 38 | 
 39 | Ticket creation has failed. The likely cause is because the script could not reach your OSTicket API URL. Check the  **$settings array** key **apiURL**.
 40 | 
 41 | **Unable to create ticket with subject [_subject_]: Valid API key required**
 42 | 
 43 | The script found the OSTicket API URL but failed because the provided API Key was incorrect. Check the  **$settings array** key **apiKey**. Also check the API Keys page in OSTicket for the correct APIKey and IP Address.
 44 | 
 45 | 
 46 | ## Simple HTML Reporting
 47 | 
 48 | A simple HTML managerial report to report on open and closed tickets. [Here is a screen shot](assets/report.jpg).
 49 | 
 50 | 
 51 | #### Background
 52 | 
 53 | These scripts were created to provide a client with some basic managerial reporting of tickets. There are 2 scripts:
 54 | 
 55 | **reportrt.php** *Internal* real-time reporting from the OSTicket database. Used to help manage and report tickets internally and prepair the managerial report. It reports on all tickets.
 56 | 
 57 | **report.php** *Managerial* report for last month. It contains less information than the internal report, plus tickets from the current month are excluded. So, to generate a managerial report for August, the report is generated in September.
 58 | 
 59 | The last comment/post in a ticket is what appears in the "Last Comment" column. The process adopted was for staff to review open tickets at the end of the month (or early in the next month), and post an internal 1 line progress comment for the report (a convention was adopted to suffix the comment with '(eom)' as seen in the the [screen shot](http://smart-itc.com.au/wp-content/uploads/2015/09/GITHubOSTicketReport.jpg)).
 60 | 
 61 | #### Setup
 62 | 
 63 | * The code is contained in the reports directory. This directory needs to be uploaded to your web server and made accessable via a URL.
 64 | * Edit **report.inc.php** to setup database connection details.
 65 | * Import the SQL in **viewsCreate.sql** into your OSTicket database. The PHP scripts use these views. Note that the SQL assumes an **ost_** prefix on tables. Edit the SQL to match your deployment.
 66 | * You can add your own SQL to the report.php, etc scripts to suite your needs.
 67 | 
 68 | #### Using
 69 | * Browse to a report. Eg http://ost.yourdomain.com/reports/report.php
 70 | 
 71 | ## Ticket #hashtags
 72 | 
 73 | Process #hashtags in ticket notes/comments.
 74 | 
 75 | The script **hashtag/processTags.php** processes the last thread entry for open tickets and looks for hashtags, eg "#WOC" (WOC = Wait On Client).
 76 | 
 77 | Typically you would call this script from CRON:
 78 | ```
 79 | * * * * * php /path-to-script/processTags.php > /dev/null
 80 | ```
 81 | 
 82 | **processTags.php** then looks for an external PHP file to process the ticket. Eg, **tag-WOC.php**
 83 | 
 84 | In the hasthag folder there are some example processing scripts:
 85 | 
 86 | * **tag-WOC.php** update a custom OSTicket Field "TicketStatus" to read "Wait On Client".
 87 | * **tag-NORMAL.php** update a custom OSTicket Field "TicketStatus" to be null.
 88 | * **tag-STATUS.php** update a custom OSTicket Field "TicketStatus" to arbitrary text.
 89 | * **tag-SUBJECT.php** update the ticket subject.
 90 | 
 91 | ---
 92 | **Here is tag-STATUS.php in action**
 93 | 
 94 | **tag-STATUS.php** uses a custom ticket field called "Ticket Status", set up like this in osTicket:
 95 | 
 96 | ![](assets/hashtag0.jpg)
 97 | 
 98 | 
 99 | 1 User posts a note with #STATUS and text to a ticket.
100 | 
101 | ![](assets/hashtag1.jpg)
102 | 
103 | 2 After note added
104 | 
105 | ![](assets/hashtag2.jpg)
106 | 
107 | 3 Moments later (when processTags.php called by CRON)
108 | 
109 | ![](assets/hashtag3.jpg)
110 | 
111 | 4 Ticket List (*this is a customisation to show Ticket Status on the ticket list*)
112 | 
113 | ![](assets/hashtag4.jpg)
114 | 
115 | Note: **tag-SUBJECT.php** works similarly, excepts it updates the ticket subject field, which is a core osTicket field, not a custom field.
116 | 
117 | #### Setup
118 | 
119 | * Update the variable **$settings** in **processTags.php** with your database settings.
120 | * **processTags.php** needs a custom view called "tickets_last_entry". The SQL to create this view is contained in the file **reports/viewsCreate.sql**
121 | 


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/assets/hashtag0.jpg:
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https://raw.githubusercontent.com/garyns/osTicket-extensions/cc798f7a16fc90270e363be5006346665bf7075a/assets/hashtag0.jpg


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/assets/hashtag1.jpg:
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https://raw.githubusercontent.com/garyns/osTicket-extensions/cc798f7a16fc90270e363be5006346665bf7075a/assets/hashtag1.jpg


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/assets/hashtag2.jpg:
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https://raw.githubusercontent.com/garyns/osTicket-extensions/cc798f7a16fc90270e363be5006346665bf7075a/assets/hashtag2.jpg


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/assets/hashtag3.jpg:
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https://raw.githubusercontent.com/garyns/osTicket-extensions/cc798f7a16fc90270e363be5006346665bf7075a/assets/hashtag3.jpg


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/assets/hashtag4.jpg:
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https://raw.githubusercontent.com/garyns/osTicket-extensions/cc798f7a16fc90270e363be5006346665bf7075a/assets/hashtag4.jpg


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/assets/report.jpg:
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https://raw.githubusercontent.com/garyns/osTicket-extensions/cc798f7a16fc90270e363be5006346665bf7075a/assets/report.jpg


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/automator/createTicket.php:
--------------------------------------------------------------------------------
  1 | #!/usr/bin/php -q
  2 | <?php
  3 | /*
  4 | The MIT License (MIT)
  5 | 
  6 | Copyright (c) 2015 Gary Smart www.smart-itc.com.au
  7 | 
  8 | Permission is hereby granted, free of charge, to any person obtaining a copy
  9 | of this software and associated documentation files (the "Software"), to deal
 10 | in the Software without restriction, including without limitation the rights
 11 | to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
 12 | copies of the Software, and to permit persons to whom the Software is
 13 | furnished to do so, subject to the following conditions:
 14 | 
 15 | The above copyright notice and this permission notice shall be included in all
 16 | copies or substantial portions of the Software.
 17 | 
 18 | THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
 19 | IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
 20 | FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
 21 | AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
 22 | LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
 23 | OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE
 24 | SOFTWARE.
 25 | 
 26 | Parts of this script were inspired from jared@osTicket.com / ntozier@osTicket / tmib.net (http://tmib.net/using-osticket-1812-api)
 27 | */
 28 | 
 29 | $settings = array(
 30 |   'topicId' => 8, // Created tickets are assigned to this topic.
 31 |   'subjectPrefix' => '[',
 32 |   'subjectSuffix' => ']',
 33 |   'reporterEmail' => 'automator@domain.com',
 34 |   'reporterName' => 'Automator',
 35 |   'apiURL' => 'http://ost.domain.com/api/http.php/tickets.json',
 36 |   'apiKey' => 'your-api-key'
 37 | );
 38 | 
 39 | if (!isset($settings)) {
 40 |   die ('$settings is not set. Aborting.');
 41 | }
 42 | 
 43 | if (count($argv) === 1) {
 44 |   echo "\nUsage $argv[0] subject [messasge]\n\n";
 45 |   exit(1);
 46 | }
 47 | 
 48 | $subject = $argv[1];
 49 | $message = isset($argv[2]) ? $argv[2] : null;
 50 | 
 51 | createTicket($subject, $message);
 52 | 
 53 | 
 54 | function createTicket($subject, $message = null) {
 55 |   global $settings;
 56 | 
 57 |   $topicId = $settings['topicId']; 
 58 |   $reporterEmail = $settings['reporterEmail'];
 59 |   $reporterName = $settings['reporterName'];
 60 |   $reporterIP = gethostbyname(gethostname());
 61 | 
 62 |   if (empty($subject)) {
 63 |     echo ("No Subject provided. Not creating ticket.\n");
 64 |     return false;
 65 |   };
 66 | 
 67 |   if (empty($message)) {
 68 |     $message = $subject;
 69 |   }
 70 | 
 71 |   $subject = $settings['subjectPrefix'] . $subject . $settings['subjectSuffix'];
 72 | 
 73 |   $data = array(
 74 |     'name'      =>      $reporterName, 
 75 |     'email'     =>      $reporterEmail, 
 76 |     'phone' 	=>      '',  
 77 |     'subject'   =>      $subject,  
 78 |     'message'   =>      $message,  
 79 |     'ip'        =>      $reporterIP,
 80 |     'topicId'   =>      $topicId
 81 |   );
 82 | 
 83 |   function_exists('curl_version') or die('CURL support required');
 84 |   function_exists('json_encode') or die('JSON support required');
 85 | 
 86 |   set_time_limit(30);
 87 | 
 88 |   $ch = curl_init();
 89 |   curl_setopt($ch, CURLOPT_URL, $settings['apiURL']);
 90 |   curl_setopt($ch, CURLOPT_POST, 1);
 91 |   curl_setopt($ch, CURLOPT_POSTFIELDS, json_encode($data));
 92 |   curl_setopt($ch, CURLOPT_USERAGENT, 'osTicket API Client v1.8');
 93 |   curl_setopt($ch, CURLOPT_HEADER, FALSE);
 94 |   curl_setopt($ch, CURLOPT_HTTPHEADER, array( 'Expect:', 'X-API-Key: '.$settings['apiKey']));
 95 |   curl_setopt($ch, CURLOPT_FOLLOWLOCATION, FALSE);
 96 |   curl_setopt($ch, CURLOPT_RETURNTRANSFER, TRUE);
 97 |   $result=curl_exec($ch);
 98 |   $code = curl_getinfo($ch, CURLINFO_HTTP_CODE);
 99 |   curl_close($ch);
100 | 
101 |   if ($code != 201) {
102 |     echo "Unable to create ticket with subject $subject: " .$result . "\n";
103 |     return false;
104 |   }
105 | 
106 |   $ticketId = (int)$result;
107 | 
108 |   echo "Ticket '$subject' created with id $ticketId\n";
109 | 
110 |   return $ticketId;
111 | 
112 | } // createTicket()
113 | 
114 | function br2nl($string) {
115 |     return preg_replace('/\<br(\s*)?\/?\>/i', PHP_EOL, $string);
116 | }
117 | 
118 | function decode($s) {
119 |   if (empty($s)) {
120 |     return $s;
121 |   }
122 | 
123 |   $s = str_ireplace("&nbsp;", " ", $s);
124 |   return trim($s);
125 | }
126 | 


--------------------------------------------------------------------------------
/automator/createTicketPeriod.php:
--------------------------------------------------------------------------------
  1 | #!/usr/bin/php -q
  2 | <?php
  3 | /*
  4 | The MIT License (MIT)
  5 | 
  6 | Copyright (c) 2015 Gary Smart www.smart-itc.com.au
  7 | 
  8 | Permission is hereby granted, free of charge, to any person obtaining a copy
  9 | of this software and associated documentation files (the "Software"), to deal
 10 | in the Software without restriction, including without limitation the rights
 11 | to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
 12 | copies of the Software, and to permit persons to whom the Software is
 13 | furnished to do so, subject to the following conditions:
 14 | 
 15 | The above copyright notice and this permission notice shall be included in all
 16 | copies or substantial portions of the Software.
 17 | 
 18 | THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
 19 | IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
 20 | FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
 21 | AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
 22 | LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
 23 | OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE
 24 | SOFTWARE.
 25 | 
 26 | Parts of this script were inspired from jared@osTicket.com / ntozier@osTicket / tmib.net (http://tmib.net/using-osticket-1812-api)
 27 | */
 28 | 
 29 | $settings = array(
 30 |   'dbHost' => 'localhost',
 31 |   'dbTable' => 'ost.ost_faq', // Database.Table where FAQs are stored.
 32 |   'dbUser' => 'root',
 33 |   'dbPass' => '',
 34 |   'categoryId' => 16, // The Category ID where Automator tickete FAQs are kept
 35 |   'topicId' => 8, // Created tickets are assigned to this topic.
 36 |   'subjectPrefix' => '[',
 37 |   'subjectSuffix' => ']',
 38 |   'reporterEmail' => 'automator@domain.com',
 39 |   'reporterName' => 'Automator',
 40 |   'apiURL' => 'http://ost.domain.com/api/http.php/tickets.json',
 41 |   'apiKey' => 'your-api-key'
 42 | );
 43 | 
 44 | if (!isset($settings)) {
 45 |   die ('$settings is not set. Aborting.');
 46 | }
 47 | 
 48 | $period = isset($argv[1]) ? $argv[1] : "daily";
 49 | 
 50 | $tks = findTicketsToCreate($period);
 51 | 
 52 | foreach($tks as $t) {
 53 |   createTicket($t->subject, $t->message);
 54 | }
 55 | 
 56 | 
 57 | 
 58 | // $period to match FAQ Question field.
 59 | function findTicketsToCreate($period = "daily") {  
 60 |     global $settings;
 61 |     
 62 |     $link = mysql_connect($settings['dbHost'], $settings['dbUser'], $settings['dbPass']);
 63 | 
 64 |     if (!$link) {
 65 |         die('Could not connect: ' . mysql_error());
 66 |     }
 67 |     
 68 |     $sql_query = "select faq_id, answer from " . $settings['dbTable'] . " WHERE category_id=" . $settings['categoryId'] . " AND UPPER(question) LIKE UPPER('%$period%')";
 69 |     
 70 |     $sql_result = mysql_query($sql_query, $link);
 71 |     
 72 |     $rowsFound = false;
 73 |     $results = array();
 74 |     
 75 |     while ($row = mysql_fetch_array($sql_result,MYSQL_ASSOC)) {
 76 |       $rowsFound = true;
 77 |     
 78 |       $lines = explode("\n", trim(br2nl($row['answer']))) ;
 79 |     
 80 |       foreach($lines as $line) {
 81 | 
 82 |         $line = trim($line);
 83 |    
 84 |         // Skip empty lines or lines starting with a comment (-- or #) 
 85 |         if (empty($line) || (strpos($line, "--") === 0) || (strpos($line, "#") === 0)) {
 86 |           continue;
 87 |         }
 88 | 
 89 |         $subject = $line;
 90 |         $message = null;
 91 | 
 92 |         if (strpos($line, "|") !== FALSE) {
 93 |           list($subject, $message) = explode("|", $line);
 94 |         }
 95 | 
 96 |         $subject = decode($subject);
 97 |         $message = decode($message);
 98 | 
 99 |         if (empty($message)) {
100 |           $message = $subject;
101 |         }
102 | 
103 |         $tmp = new stdClass();
104 |         $tmp->faqId = $row['faq_id'];
105 |         $tmp->subject = $subject;
106 |         $tmp->message = $message . "\n\nPeriod: $period";
107 |         $results[] = $tmp;
108 |       }
109 |     }
110 |     
111 |     mysql_free_result($sql_result);
112 |     mysql_close($link);
113 | 
114 |     if (!$rowsFound) {
115 |       $msg = "Automator called for Period '$period' but found no tickets to create";
116 |       echo $msg . "\n";
117 |       createTicket($msg);
118 |     }
119 | 
120 |     return $results;
121 | } // findTicketsToCreate()
122 | 
123 | 
124 | function createTicket($subject, $message = null) {
125 |   global $settings;
126 | 
127 |   $topicId = $settings['topicId']; 
128 |   $reporterEmail = $settings['reporterEmail'];
129 |   $reporterName = $settings['reporterName'];
130 |   $reporterIP = gethostbyname(gethostname());
131 | 
132 |   if (empty($subject)) {
133 |     echo ("No Subject provided. Not creating ticket.\n");
134 |     return false;
135 |   };
136 | 
137 |   if (empty($message)) {
138 |     $message = $subject;
139 |   }
140 | 
141 |   $subject = $settings['subjectPrefix'] . $subject . $settings['subjectSuffix'];
142 | 
143 |   $data = array(
144 |     'name'      =>      $reporterName, 
145 |     'email'     =>      $reporterEmail, 
146 |     'phone' 	=>      '',  
147 |     'subject'   =>      $subject,  
148 |     'message'   =>      $message,  
149 |     'ip'        =>      $reporterIP,
150 |     'topicId'   =>      $topicId
151 |   );
152 | 
153 |   function_exists('curl_version') or die('CURL support required');
154 |   function_exists('json_encode') or die('JSON support required');
155 | 
156 |   set_time_limit(30);
157 |   
158 |   $ch = curl_init();
159 |   curl_setopt($ch, CURLOPT_URL, $settings['apiURL']);
160 |   curl_setopt($ch, CURLOPT_POST, 1);
161 |   curl_setopt($ch, CURLOPT_POSTFIELDS, json_encode($data));
162 |   curl_setopt($ch, CURLOPT_USERAGENT, 'osTicket API Client v1.8');
163 |   curl_setopt($ch, CURLOPT_HEADER, FALSE);
164 |   curl_setopt($ch, CURLOPT_HTTPHEADER, array( 'Expect:', 'X-API-Key: '.$settings['apiKey']));
165 |   curl_setopt($ch, CURLOPT_FOLLOWLOCATION, FALSE);
166 |   curl_setopt($ch, CURLOPT_RETURNTRANSFER, TRUE);
167 |   $result=curl_exec($ch);
168 |   $code = curl_getinfo($ch, CURLINFO_HTTP_CODE);
169 |   curl_close($ch);
170 | 
171 |   if ($code != 201) {
172 |     echo "Unable to create ticket with subject $subject: " .$result . "\n";
173 |     return false;
174 |   }
175 | 
176 |   $ticketId = (int)$result;
177 | 
178 |   echo "Ticket '$subject' created with id $ticketId\n";
179 | 
180 |   return $ticketId;
181 | 
182 | } // createTicket()
183 | 
184 | function br2nl($string) {
185 |     return preg_replace('/\<br(\s*)?\/?\>/i', PHP_EOL, $string);
186 | }
187 | 
188 | function decode($s) {
189 |   if (empty($s)) {
190 |     return $s;
191 |   }
192 | 
193 |   $s = str_ireplace("&nbsp;", " ", $s);
194 |   return trim($s);
195 | }
196 | 


--------------------------------------------------------------------------------
/hashtag/processTags.php:
--------------------------------------------------------------------------------
  1 | #!/usr/bin/php -q
  2 | <?php
  3 | /*
  4 | The MIT License (MIT)
  5 | 
  6 | Copyright (c) 2015 Gary Smart www.smart-itc.com.au
  7 | 
  8 | Permission is hereby granted, free of charge, to any person obtaining a copy
  9 | of this software and associated documentation files (the "Software"), to deal
 10 | in the Software without restriction, including without limitation the rights
 11 | to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
 12 | copies of the Software, and to permit persons to whom the Software is
 13 | furnished to do so, subject to the following conditions:
 14 | 
 15 | The above copyright notice and this permission notice shall be included in all
 16 | copies or substantial portions of the Software.
 17 | 
 18 | THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
 19 | IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
 20 | FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
 21 | AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
 22 | LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
 23 | OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE
 24 | SOFTWARE.
 25 | 
 26 | ##
 27 | ## IMPORTANT - This script relies on a custom view "tickets_last_entry". See reports/viewsCreate.sql for SQL to create this view.
 28 | ##
 29 | */
 30 | 
 31 | $settings = array(
 32 |   'dbHost' => 'localhost',
 33 |   'dbUser' => 'root',
 34 |   'dbPass' => '',
 35 |   'dbDatabase' => 'ost',
 36 |   'dbTablePrefix' => 'ost_'
 37 | );
 38 | 
 39 | error_reporting(E_ALL);
 40 | ini_set('display_errors', 1);
 41 | 
 42 | // Connect to localhost @ port 3306
 43 | $link = mysql_connect($settings['dbHost'], $settings['dbUser'], $settings['dbPass']); 
 44 | if (!$link) {
 45 |     die('Could not connect: ' . mysql_error());
 46 | }
 47 | 
 48 | // Select database 
 49 | $db = mysql_select_db($settings['dbDatabase'], $link);
 50 | 
 51 | if (!$db) { 
 52 |     die('Could not open database: ' . mysql_error());
 53 | }
 54 | 
 55 | $sql_query = "SELECT ticket_id, thread_id, body FROM tickets_last_entry WHERE status='open' AND UPPER(body) LIKE UPPER('%#%');";
 56 | 
 57 | $sql_result = mysql_query($sql_query, $link); 
 58 | 
 59 | if (($sql_result)||(mysql_errno == 0)) {        
 60 | 
 61 |    while ($row = mysql_fetch_array($sql_result,MYSQL_ASSOC)) { 
 62 | 
 63 |      $ticketId = $row['ticket_id'];
 64 |      $threadId = $row['thread_id'];
 65 |      $body = $row['body'];
 66 |      $hashtags = get_hash_tags($row['body']);
 67 | 
 68 |      if (count($hashtags) > 0) {
 69 | 
 70 |        echo "Ticket $ticketId: #" . implode(",#", $hashtags) . "\n";
 71 | 
 72 |        foreach($hashtags as $hashtag) {
 73 |          process_hash_tag($ticketId, $threadId, $body, $hashtag);
 74 |        }
 75 |      }
 76 |      
 77 |    } // white
 78 |     
 79 |     mysql_free_result($sql_result);
 80 | } // if result
 81 | 
 82 | function get_hash_tags($text) {
 83 |   $tags = array();
 84 | 
 85 |   preg_match_all('/(^|[^a-z0-9_])#([a-z0-9_]+)/i', $text, $matches); 
 86 |   $hashtag = '';
 87 | 
 88 |   if (!empty($matches[0])) {
 89 |      foreach($matches[0] as $match) {
 90 |         
 91 |           $hashtag = trim(preg_replace("/[^a-z0-9]+/i", "", $match));
 92 | 
 93 |           $isColor = preg_match('/#([a-f]|[A-F]|[0-9]){3}(([a-f]|[A-F]|[0-9]){3})?\b/', $match);
 94 | 
 95 |           if ($isColor || is_numeric($hashtag) || empty($hashtag)) {
 96 |             // Skip certain hashtags what we find in HTML tickets.
 97 |             continue;
 98 |           }
 99 | 
100 |           $tags[] = $hashtag;
101 |      }
102 |   }
103 | 
104 |   return $tags;
105 | }
106 | 
107 | 
108 | /**
109 |  * Find hashtags in $body.
110 |  * @return Array of tags found (without # prefixed);
111 |  */
112 | function process_hash_tag($ticketId, $threadId, $body, $hashtag) {
113 |   global $link;
114 | 
115 |   echo "Ticket $ticketId #$hashtag: ";
116 | 
117 |   $dir = dirname(__FILE__);
118 |   $file = "$dir/tag-" . strToUpper($hashtag) . ".php";
119 | 
120 |   // body2 is body with the hasttag removed and all html tags removed.
121 |   $body2 = trim(strip_tags(str_ireplace("#$hashtag", "", $body)));
122 | 
123 |   if (file_exists("$file")) {
124 |     ob_start();
125 |     include "$file";
126 |     $t = ob_get_clean();
127 |     echo $t;
128 |   }  else {
129 |     echo "No processing file $file found.";
130 |   }
131 | 
132 |   echo "\n";
133 | }
134 | 
135 | /**
136 |  * Add a new internal note to a ticket.
137 |  */
138 | function post_ticket_note($ticketId, $note) {
139 |   global $link, $settings;
140 |   
141 |   $sql = "INSERT INTO " . $settings['dbTablePrefix'] . "ticket_thread (ticket_id, pid, staff_id, user_id, thread_type, source, title, body, format, ip_address, created, updated) VALUES ($ticketId, 0, 0, 0, 'N', 'TagProcessor', NULL, '" . mysql_escape_string(nl2br($note)) . "', 'html', '', NOW(), NOW());";
142 | 
143 |   $result = mysql_query($sql, $link);
144 | 
145 |   if ($result === FALSE) {
146 |     echo  "Ticket $ticketId ERROR posting note '$note': " . mysql_error($link) . "\n";
147 |     return false;
148 |   }
149 | 
150 |   return true;
151 | }
152 | 
153 | /**
154 |  * Replace the body text on an existing ticket thread.
155 |  */
156 | function update_thread($ticketId, $threadId, $note) {
157 |   global $link, $settings;
158 | 
159 |   $sql = "UPDATE " . $settings['dbTablePrefix'] . "ticket_thread SET body='" . mysql_escape_string(nl2br($note)) . "', updated=NOW() WHERE id=$threadId;";
160 | 
161 |   $result = mysql_query($sql, $link);
162 | 
163 |   if ($result === FALSE) {
164 |     echo  "Ticket $ticketId ERROR Updating Thread $threadId '$note': " . mysql_error($link) . "\n";
165 |     return false;
166 |   }
167 | 
168 |  return true;
169 | 
170 | }
171 | 


--------------------------------------------------------------------------------
/hashtag/tag-NORMAL.php:
--------------------------------------------------------------------------------
 1 | <?php
 2 |   // These variables are available: $link (mysql link), $ticketId, $threadId, $hashtag, $body, $body2 (body with hashtag removed and html stripped);
 3 |   // These functions are available: update_thread($ticketId, $threadId, 'text')  post_ticket_note($ticketId, 'text');
 4 | 
 5 |   // TicketStatus is a custom column added in OSTicket.
 6 | 
 7 |   $sql = "UPDATE ost_ticket__cdata SET TicketStatus=NULL WHERE ticket_id=$ticketId;";
 8 |   $result = mysql_query($sql, $link);
 9 | 
10 |   $newBody = str_ireplace("#$hashtag", "<strike>$hashtag</strike> TicketStatus Reset.", $body);
11 |   echo $result ? "OK" : "ERROR: " . mysql_error($link);
12 |   
13 |   update_thread($ticketId, $threadId, $newBody);
14 | 


--------------------------------------------------------------------------------
/hashtag/tag-STATUS.php:
--------------------------------------------------------------------------------
 1 | <?php
 2 |   // These variables are available: $link (mysql link), $ticketId, $threadId, $hashtag, $body, $body2 (body with hashtag removed and html stripped);
 3 |   // These functions are available: update_thread($ticketId, $threadId, 'text')  post_ticket_note($ticketId, 'text');
 4 | 
 5 |   // TicketStatus is a custom column added in OSTicket.
 6 | 
 7 |   $sql = "UPDATE ost_ticket__cdata SET TicketStatus='$body2' WHERE ticket_id=$ticketId;";
 8 |   $result = mysql_query($sql, $link);
 9 |   echo $result ? "OK" : "ERROR: " . mysql_error($link);
10 |   
11 |   update_thread($ticketId, $threadId, "<strike>$hashtag</strike>\nTicketStatus Now '$body2'");
12 | 


--------------------------------------------------------------------------------
/hashtag/tag-SUBJECT.php:
--------------------------------------------------------------------------------
 1 | <?php
 2 |   // These variables are available: $link (mysql link), $ticketId, $threadId, $hashtag, $body, $body2 (body with hashtag removed and html stripped);
 3 |   // These functions are available: update_thread($ticketId, $threadId, 'text')  post_ticket_note($ticketId, 'text');
 4 | 
 5 |   $sql = "UPDATE ost_ticket__cdata SET subject='$body2' WHERE ticket_id=$ticketId;";
 6 |   $result = mysql_query($sql, $link);
 7 |   echo $result ? "OK" : "ERROR: " . mysql_error($link);
 8 |   
 9 |   update_thread($ticketId, $threadId, "<strike>$hashtag</strike>\nStatus Updated '$body2'");
10 | 


--------------------------------------------------------------------------------
/hashtag/tag-WOC.php:
--------------------------------------------------------------------------------
 1 | <?php
 2 |   // These variables are available: $link (mysql link), $ticketId, $threadId, $hashtag, $body, $body2 (body with hashtag removed and html stripped);
 3 |   // These functions are available: update_thread($ticketId, $threadId, 'text')  post_ticket_note($ticketId, 'text');
 4 | 
 5 |   // TicketStatus is a custom column added in OSTicket.
 6 | 
 7 |   $sql = "UPDATE ost_ticket__cdata SET TicketStatus='Wait On Client' WHERE ticket_id=$ticketId;";
 8 |   $result = mysql_query($sql, $link);
 9 | 
10 |   $newBody = str_ireplace("#$hashtag", "<strike>$hashtag</strike> TicketStatus Now 'Wait On Client'", $body);
11 |   echo $result ? "OK" : "ERROR: " . mysql_error($link);
12 |   
13 |   update_thread($ticketId, $threadId, $newBody);
14 | 


--------------------------------------------------------------------------------
/reports/report.inc.php:
--------------------------------------------------------------------------------
  1 | <?php
  2 | /*
  3 | The MIT License (MIT)
  4 | 
  5 | Copyright (c) 2015 Gary Smart www.smart-itc.com.au
  6 | 
  7 | Permission is hereby granted, free of charge, to any person obtaining a copy
  8 | of this software and associated documentation files (the "Software"), to deal
  9 | in the Software without restriction, including without limitation the rights
 10 | to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
 11 | copies of the Software, and to permit persons to whom the Software is
 12 | furnished to do so, subject to the following conditions:
 13 | 
 14 | The above copyright notice and this permission notice shall be included in all
 15 | copies or substantial portions of the Software.
 16 | 
 17 | THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
 18 | IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
 19 | FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
 20 | AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
 21 | LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
 22 | OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE
 23 | SOFTWARE.
 24 | 
 25 | Parts of this script have been inspired from Jeff Tanner, jeff_tanner@earthlink.net (https://sites.google.com/site/jeff00coder00seattle/home/coding/php-coding/mysql-php-dynamic-table-creation-from-query-results)
 26 | */
 27 | 
 28 | $settings = array(
 29 |   'dbHost' => 'localhost',
 30 |   'dbUser' => 'root',
 31 |   'dbPass' => '',
 32 |   'dbDatabase' => 'ost'
 33 | );
 34 | 
 35 | 
 36 | error_reporting(E_ALL);
 37 | ini_set('display_errors', 1);
 38 | 
 39 | // Connect to localhost @ port 3306
 40 | $link = mysql_connect($settings['dbHost'], $settings['dbUser'], $settings['dbPass']); 
 41 | if (!$link) {
 42 |     die('Could not connect: ' . mysql_error());
 43 | }
 44 | 
 45 | linebreak();
 46 |     
 47 | // Select database 
 48 | $db = mysql_select_db($settings['dbDatabase'], $link);
 49 | 
 50 | if (!$db) { 
 51 |     die('Could not open database: ' . mysql_error());
 52 | } 
 53 | 
 54 | /**
 55 |  * Wraps text with HTML tag STRONG.
 56 |  */
 57 | function strong($text) {
 58 |     return "<STRONG>$text</STRONG>\n";
 59 | }
 60 | 
 61 | /**
 62 |  * Ends text with HTML tag BR.
 63 |  * Default return just BR.
 64 |  */
 65 | function linebreak($text="\n") {
 66 |     echo nl2br( $text );
 67 | }
 68 | 
 69 | /**
 70 |  * Create a dynamic table with headers based on the column names
 71 |  * from a query. It automatically creates the table and the correct
 72 |  * number of columns.
 73 |  */
 74 | function createDynamicHTMLTable($table_name, $sql_query) {
 75 |     global $link;
 76 |     $counter=0;
 77 | 
 78 |     // execute SQL query and get result
 79 |     $sql_result = mysql_query($sql_query, $link); 
 80 |     if (($sql_result)||(mysql_errno == 0)) {        
 81 |         echo "<DIV>\n";
 82 |         linebreak( strong( sprintf("%s", $table_name) ) );
 83 |         echo "<TABLE borderColor=#000000 cellSpacing=0 cellPadding=6 border=1>\n";
 84 |         echo "<TBODY>\n";
 85 |         if (mysql_num_rows($sql_result)>0) 
 86 |         { 
 87 |             //loop thru the field names to print the correct headers 
 88 |             $i = 0; 
 89 |             echo "<TR vAlign=top bgColor=silver>\n";
 90 |             echo "<TH bgColor=silver>#</TH>\n";
 91 | 
 92 |             while ($i < mysql_num_fields($sql_result)) 
 93 |             { 
 94 |                 echo "<TH>". mysql_field_name($sql_result, $i) . "</TH>\n"; 
 95 |                 $i++; 
 96 |             } 
 97 |             echo "</TR>\n"; 
 98 | 
 99 | 
100 |             //display The data 
101 |             while ($rows = mysql_fetch_array($sql_result,MYSQL_ASSOC)) { 
102 |                 echo "<TR>\n"; 
103 |                 echo "<TD valign=top>". ++$counter ."</TD>";
104 | 
105 |                 foreach ($rows as $data) 
106 |                 { 
107 | 
108 |                     $align = (is_numeric($data)) ? "center": "left";
109 |                     echo "<TD valign=top align='$align'>". $data . "</TD>\n"; 
110 |                 } 
111 |                 echo "</TR>\n"; 
112 |             } 
113 |         } else { 
114 |             echo "<TR>\n<TD colspan='" . ($i+1) . "'>No Results found!</TD></TR>\n"; 
115 |         } 
116 |         
117 |         echo "</TBODY>\n</TABLE>\n";
118 |         echo "</DIV>\n";
119 |     } else { 
120 |         echo nl2br( sprintf( "Error in running query: %s\n", mysql_error()) ); 
121 |     }
122 |     
123 |     mysql_free_result($sql_result);
124 |     
125 |     linebreak();
126 | }
127 | 
128 | 
129 | 


--------------------------------------------------------------------------------
/reports/report.php:
--------------------------------------------------------------------------------
 1 | <?php
 2 | /*
 3 | The MIT License (MIT)
 4 | 
 5 | Copyright (c) 2015 Gary Smart www.smart-itc.com.au
 6 | 
 7 | Permission is hereby granted, free of charge, to any person obtaining a copy
 8 | of this software and associated documentation files (the "Software"), to deal
 9 | in the Software without restriction, including without limitation the rights
10 | to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
11 | copies of the Software, and to permit persons to whom the Software is
12 | furnished to do so, subject to the following conditions:
13 | 
14 | The above copyright notice and this permission notice shall be included in all
15 | copies or substantial portions of the Software.
16 | 
17 | THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
18 | IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
19 | FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
20 | AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
21 | LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
22 | OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE
23 | SOFTWARE.
24 | 
25 | Parts of this script have been inspired from Jeff Tanner, jeff_tanner@earthlink.net (https://sites.google.com/site/jeff00coder00seattle/home/coding/php-coding/mysql-php-dynamic-table-creation-from-query-results)
26 | 
27 | 
28 | ################################################################################
29 | 
30 | This report reports on the previous month and prior.
31 | For instance, if ran on 1 September, it reports for August.
32 | 
33 | ################################################################################
34 | */
35 | 
36 |   // Database settings are defined in report.inc.php
37 |   include "report.inc.php";
38 | 
39 |   createDynamicHTMLTable("Ticket Report For", "SELECT DATE_FORMAT(DATE_SUB(NOW(), INTERVAL 1 MONTH), '%M %Y') AS Month");
40 | 
41 |   createDynamicHTMLTable("Tickets", "SELECT d as Month, opened as 'Opened', closed as 'Closed' FROM tickets_by_month WHERE d != DATE_FORMAT(NOW(),'%Y-%m')");
42 | 
43 |   createDynamicHTMLTable("Tickets Open EOM", "SELECT (sum(opened) - sum(closed)) AS 'Open' FROM tickets_by_month WHERE d < DATE_FORMAT(NOW(),'%Y-%m')");
44 | 
45 |   createDynamicHTMLTable("Tickets Opened During Month", " SELECT t.ticket_id as Ticket, status as Status,  td.subject as Subject FROM ost_ticket t, ost_ticket__cdata td WHERE t.ticket_id = td.ticket_id AND DATE_FORMAT(created,'%Y-%m') = DATE_FORMAT(DATE_SUB(NOW(), INTERVAL 1 MONTH), '%Y-%m');");
46 | 
47 |   createDynamicHTMLTable("Tickets Open", "SELECT ticket_id as 'Ticket', subject as 'Subject', body as 'Last Comment' FROM tickets_last_entry WHERE status='open' AND created < DATE_FORMAT(NOW(),'%Y-%m')");
48 | 


--------------------------------------------------------------------------------
/reports/reportrt.php:
--------------------------------------------------------------------------------
 1 | <?php
 2 | /*
 3 | The MIT License (MIT)
 4 | 
 5 | Copyright (c) 2015 Gary Smart www.smart-itc.com.au
 6 | 
 7 | Permission is hereby granted, free of charge, to any person obtaining a copy
 8 | of this software and associated documentation files (the "Software"), to deal
 9 | in the Software without restriction, including without limitation the rights
10 | to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
11 | copies of the Software, and to permit persons to whom the Software is
12 | furnished to do so, subject to the following conditions:
13 | 
14 | The above copyright notice and this permission notice shall be included in all
15 | copies or substantial portions of the Software.
16 | 
17 | THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
18 | IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
19 | FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
20 | AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
21 | LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
22 | OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE
23 | SOFTWARE.
24 | 
25 | Parts of this script have been inspired from Jeff Tanner, jeff_tanner@earthlink.net (https://sites.google.com/site/jeff00coder00seattle/home/coding/php-coding/mysql-php-dynamic-table-creation-from-query-results)
26 | 
27 | 
28 | ################################################################################
29 | 
30 | This report reports on tickets real time.
31 | For instance, if ran on 1 September, it reports for August.
32 | 
33 | ################################################################################
34 | */
35 | 
36 |   // Database settings are defined in report.inc.php
37 |   include "report.inc.php";
38 |  
39 |   createDynamicHTMLTable("Ticket Report At", "SELECT NOW()");
40 |   
41 |   createDynamicHTMLTable("Tickets", "SELECT d as Month, opened as 'Opened', closed as 'Closed', (opened - closed) as Diff  FROM tickets_by_month");
42 |   
43 |   createDynamicHTMLTable("Tickets Open", "SELECT (sum(opened) - sum(closed)) AS 'Open' FROM tickets_by_month");
44 |   
45 |   createDynamicHTMLTable("Tickets Open", "SELECT ticket_id as 'Ticket', subject as 'Subject', DATEDIFF(now(), created) as Age, DATEDIFF(now(), threadUpdated) 'Last Update', body as 'Last Comment' FROM tickets_last_entry WHERE status='open';");
46 | 
47 | 


--------------------------------------------------------------------------------
/reports/viewsCreate.sql:
--------------------------------------------------------------------------------
 1 | -- NOTE: The SQL below assumes your tables are prefixed with ost_
 2 | 
 3 | CREATE VIEW tickets_opened_by_month AS SELECT DATE_FORMAT(`created`,'%Y-%m') as d, count(*) as opened, 0 as closed from ost_ticket GROUP BY YEAR(created), MONTH(created);
 4 | CREATE VIEW tickets_closed_by_month AS SELECT DATE_FORMAT(`closed`,'%Y-%m') as d, 0 as opened, count(*) as closed from ost_ticket WHERE status='closed' GROUP BY YEAR(closed), MONTH(closed);
 5 | 
 6 | CREATE VIEW tickets_by_month_union AS select * from tickets_opened_by_month UNION ALL select * from tickets_closed_by_month;
 7 | CREATE VIEW tickets_by_month AS SELECT d, sum(opened) as opened, sum(closed) as closed, sum(opened) - sum(closed) as diff from tickets_by_month_union group by d ORDER BY d;
 8 | 
 9 | CREATE VIEW tickets_last_entry AS SELECT tt.ticket_id, tt.id as thread_id, t.created, tt.created as threadUpdated, t.closed, t.status, body, subject FROM ost_ticket_thread tt, ost_ticket__cdata td, ost_ticket t WHERE t.ticket_id = tt.ticket_id AND tt.ticket_id = td.ticket_id AND tt.id in (SELECT max(id) FROM ost_ticket_thread tt, ost_ticket t WHERE t.ticket_id = tt.ticket_id GROUP BY tt.ticket_id) ORDER BY tt.ticket_id;
10 | 
11 | 


--------------------------------------------------------------------------------
/reports/viewsDrop.sql:
--------------------------------------------------------------------------------
 1 | -- SQL to drop custom views
 2 | 
 3 | DROP VIEW tickets_opened_by_month;
 4 | DROP VIEW tickets_closed_by_month;
 5 | DROP VIEW tickets_by_month_union;
 6 | DROP VIEW tickets_by_month;
 7 | DROP VIEW tickets_opened_by_month;
 8 | DROP VIEW tickets_closed_by_month;
 9 | DROP VIEW tickets_by_month_union;
10 | DROP VIEW tickets_by_month;
11 | DROP VIEW tickets_last_entry;
12 | 


--------------------------------------------------------------------------------