371 lines
19 KiB
PHP
371 lines
19 KiB
PHP
<?php
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// 后台工单管理：列表（按部门/状态筛选）+ 详情处理（多轮回复、状态流转、邮件通知用户）
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require __DIR__ . '/../includes/init.php';
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requireStaff();
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require '_common.php';
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$me = currentStaff();
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$isAdmin = isAdminStaff();
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$db = db();
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$msg = '';
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$err = '';
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$depts = $db->query('SELECT * FROM ' . tn('ticket_departments') . ' ORDER BY sort, id')->fetchAll();
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$deptMap = [];
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foreach ($depts as $d) { $deptMap[$d['id']] = $d['name']; }
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$validStatus = ['open', 'pending', 'resolved', 'closed'];
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// 重新开启已关闭工单（快捷按钮）
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if (isset($_POST['reopen'])) {
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verifyCsrf();
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$id = (int) ($_POST['id'] ?? 0);
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$stmt = $db->prepare('SELECT id FROM ' . tn('tickets') . ' WHERE id = ?');
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$stmt->execute([$id]);
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if ($stmt->fetch()) {
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$db->prepare('UPDATE ' . tn('tickets') . ' SET status=?, updated_at=NOW(), closed_at=NULL WHERE id=?')
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->execute(['open', $id]);
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$msg = '工单已重新开启。';
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} else {
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$err = '工单不存在';
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}
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}
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// 分配负责人（仅管理员可操作；客服仅能看自己负责的工单）
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if (isset($_POST['assign']) && $isAdmin) {
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verifyCsrf();
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$id = (int) ($_POST['id'] ?? 0);
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$toUid = (int) ($_POST['assignee_id'] ?? 0);
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if ($id <= 0) {
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$err = '工单不存在';
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} else {
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$staffCheck = $db->prepare('SELECT id FROM ' . tn('users') . ' WHERE id = ? AND role IN (\'admin\',\'cs\') AND status = 1');
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$staffCheck->execute([$toUid]);
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$realUid = $toUid > 0 && $staffCheck->fetch() ? $toUid : null;
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$db->prepare('UPDATE ' . tn('tickets') . ' SET assignee_id = ? WHERE id = ?')
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->execute([$realUid, $id]);
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$msg = $realUid ? '已分配负责人。' : '已取消分配（工单转为未分配，仅管理员可见）。';
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}
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}
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// 处理提交（追加回复 / 状态变更）
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if (isset($_POST['reply'])) {
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verifyCsrf();
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$id = (int) ($_POST['id'] ?? 0);
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$status = trim($_POST['status'] ?? 'open');
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$reply = trim($_POST['admin_reply'] ?? '');
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$notify = !empty($_POST['notify']);
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// 客服仅能处理分配给自己的工单
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if (!$isAdmin) {
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$chk = $db->prepare('SELECT assignee_id FROM ' . tn('tickets') . ' WHERE id = ?');
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$chk->execute([$id]);
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$ar = $chk->fetch();
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if (!$ar || (int) $ar['assignee_id'] !== (int) $me['id']) {
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$err = '该工单未分配给你，无权操作。';
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$id = 0;
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}
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}
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if (!in_array($status, $validStatus, true)) {
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$err = '状态不合法';
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} else {
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$stmt = $db->prepare('SELECT t.*, u.email AS user_email, u.username AS user_name FROM ' . tn('tickets') . ' t LEFT JOIN ' . tn('users') . ' u ON u.id = t.user_id WHERE t.id = ?');
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$stmt->execute([$id]);
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$t = $stmt->fetch();
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if (!$t) {
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$err = '工单不存在';
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} else {
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$adminId = $me['id'];
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$closedAt = $status === 'closed' ? date('Y-m-d H:i:s') : null;
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if ($reply !== '') {
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$db->prepare('INSERT INTO ' . tn('ticket_replies') . ' (ticket_id, user_id, is_admin, message, created_at) VALUES (?,?,?,?,NOW())')
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->execute([$id, $adminId, 1, $reply]);
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}
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$db->prepare('UPDATE ' . tn('tickets') . ' SET status=?, admin_id=?, updated_at=NOW(), closed_at=? WHERE id=?')
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->execute([$status, $adminId, $closedAt, $id]);
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if ($notify && $t['user_email'] !== '') {
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$base = siteBaseUrl();
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$url = rtrim($base, '/') . '/mytickets.php?view=' . $id;
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$subject = '[' . SITE_NAME . '] 您的工单 #' . $id . ' 有新回复';
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$body = '<div style="font-family:sans-serif;max-width:560px;margin:auto">'
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. '<h2 style="color:#2563eb">工单处理通知</h2>'
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. '<p>您好 ' . h($t['user_name']) . '，您提交的工单已更新：</p>'
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. '<p><strong>工单标题：</strong>' . h($t['subject']) . '</p>'
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. '<p><strong>当前状态：</strong>' . ticketStatusLabel($status) . '</p>'
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. ($reply !== '' ? '<div style="background:#f5f7fb;border-left:4px solid #2563eb;padding:12px 16px;margin:10px 0;white-space:pre-wrap">' . nl2br(h($reply)) . '</div>' : '')
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. '<p><a href="' . $url . '" style="background:#2563eb;color:#fff;padding:10px 18px;border-radius:6px;text-decoration:none;display:inline-block">查看工单详情</a></p>'
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. '</div>';
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$r = fnwSendMail($t['user_email'], $subject, $body);
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if (!$r['ok']) {
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$msg = '工单已保存，但邮件通知发送失败：' . $r['error'];
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} else {
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$msg = '工单已保存，并已邮件通知用户。';
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}
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} else {
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$msg = '工单已保存。';
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}
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}
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}
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}
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// 批准续期（续期工单专用）
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if (isset($_POST['approve_renew'])) {
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verifyCsrf();
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if (!$isAdmin) {
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$err = '仅管理员可批准续期。';
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} else {
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$id = (int) ($_POST['id'] ?? 0);
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$reply = trim($_POST['admin_reply'] ?? '');
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$stmt = $db->prepare('SELECT t.*, o.expires_at, o.period_days, u.email AS user_email, u.username AS user_name FROM ' . tn('tickets') . ' t LEFT JOIN ' . tn('orders') . ' o ON o.id = t.order_id LEFT JOIN ' . tn('users') . ' u ON u.id = t.user_id WHERE t.id = ?');
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$stmt->execute([$id]);
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$t = $stmt->fetch();
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if (!$t || $t['type'] !== 'renewal' || !$t['order_id']) {
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$err = '该工单不是有效的续期申请';
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} elseif (empty($t['period_days']) || $t['period_days'] <= 0) {
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$err = '关联订单无有效周期，无法续期';
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} else {
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// 从当前到期（未过期则顺延）或现在起，延长一个周期
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$base = ($t['expires_at'] && !isExpired($t['expires_at'])) ? $t['expires_at'] : date('Y-m-d H:i:s');
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$newExpiry = date('Y-m-d H:i:s', strtotime($base . ' +' . (int)$t['period_days'] . ' days'));
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$db->prepare('UPDATE ' . tn('orders') . ' SET expires_at = ? WHERE id = ?')->execute([$newExpiry, $t['order_id']]);
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$reply = $reply !== '' ? $reply : ('已为你续期，新到期时间：' . $newExpiry);
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$adminId = $me['id'];
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$db->prepare('INSERT INTO ' . tn('ticket_replies') . ' (ticket_id, user_id, is_admin, message, created_at) VALUES (?,?,?,?,NOW())')
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->execute([$id, $adminId, 1, $reply]);
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$db->prepare('UPDATE ' . tn('tickets') . ' SET admin_reply=?, status=?, admin_id=?, updated_at=NOW(), closed_at=NULL WHERE id=?')
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->execute([$reply, 'resolved', $adminId, $id]);
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$msg = '已批准续期，关联订单 #' . $t['order_id'] . ' 到期时间已延长至 ' . $newExpiry;
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if (!empty($t['user_email'])) {
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$baseUrl = siteBaseUrl();
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$url = rtrim($baseUrl, '/') . '/mytickets.php?view=' . $id;
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$subject = '[' . SITE_NAME . '] 你的续期申请已通过（订单 #' . $t['order_id'] . '）';
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$body = '<div style="font-family:sans-serif;max-width:560px;margin:auto">'
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. '<h2 style="color:#1a73e8">续期成功</h2>'
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. '<p>你好 ' . h($t['user_name']) . '，你的续期申请已通过：</p>'
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. '<p><strong>关联订单：</strong>#' . (int)$t['order_id'] . '</p>'
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. '<p><strong>新到期时间：</strong>' . h($newExpiry) . '</p>'
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. '<div style="background:#f5f7fb;border-left:4px solid #1a73e8;padding:12px 16px;margin:10px 0;white-space:pre-wrap">' . nl2br(h($reply)) . '</div>'
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. '<p><a href="' . $url . '" style="background:#1a73e8;color:#fff;padding:10px 18px;border-radius:6px;text-decoration:none;display:inline-block">查看工单</a></p>'
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. '<p class="muted">可在「我的订单 → 详情」中查看完整凭据。</p></div>';
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fnwSendMail($t['user_email'], $subject, $body);
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}
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}
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}
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}
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// 列表筛选
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$filterStatus = trim($_GET['status'] ?? '');
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$filterDept = isset($_GET['dept']) ? (int) $_GET['dept'] : 0;
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$where = [];
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$params = [];
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if ($filterStatus !== '') { $where[] = 't.status = ?'; $params[] = $filterStatus; }
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if ($filterDept > 0) { $where[] = 't.dept_id = ?'; $params[] = $filterDept; }
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// 客服仅能看到分配给自己的工单
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if (!$isAdmin) {
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$where[] = 't.assignee_id = ?';
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$params[] = $me['id'];
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}
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$whereSql = $where ? 'WHERE ' . implode(' AND ', $where) : '';
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$totalStmt = $db->prepare('SELECT COUNT(*) FROM ' . tn('tickets') . ' t ' . $whereSql);
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$totalStmt->execute($params);
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$total = $totalStmt->fetchColumn();
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$stmt = $db->prepare(
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'SELECT t.*, u.username AS user_name, u.email AS user_email, d.name AS dept_name,
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a.username AS assignee_name
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FROM ' . tn('tickets') . ' t
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LEFT JOIN ' . tn('users') . ' u ON u.id = t.user_id
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LEFT JOIN ' . tn('ticket_departments') . ' d ON d.id = t.dept_id
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LEFT JOIN ' . tn('users') . ' a ON a.id = t.assignee_id
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' . $whereSql . '
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ORDER BY t.updated_at DESC'
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);
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$stmt->execute($params);
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$list = $stmt->fetchAll();
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// 查看单条
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$view = isset($_GET['view']) ? (int) $_GET['view'] : 0;
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$ticket = null;
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$replies = [];
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if ($view > 0) {
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$stmt = $db->prepare(
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'SELECT t.*, u.username AS user_name, u.email AS user_email, d.name AS dept_name,
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a.username AS assignee_name
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FROM ' . tn('tickets') . ' t
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LEFT JOIN ' . tn('users') . ' u ON u.id = t.user_id
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LEFT JOIN ' . tn('ticket_departments') . ' d ON d.id = t.dept_id
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LEFT JOIN ' . tn('users') . ' a ON a.id = t.assignee_id
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WHERE t.id = ?'
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);
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$stmt->execute([$view]);
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$ticket = $stmt->fetch();
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// 客服仅能查看分配给自己的工单
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if ($ticket && !$isAdmin && (int) $ticket['assignee_id'] !== (int) $me['id']) {
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$ticket = null;
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$err = '该工单未分配给你，无权查看。';
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}
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if ($ticket) {
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$rstmt = $db->prepare(
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'SELECT r.*, u.username FROM ' . tn('ticket_replies') . ' r
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LEFT JOIN ' . tn('users') . ' u ON u.id = r.user_id
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WHERE r.ticket_id = ? ORDER BY r.created_at ASC'
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);
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$rstmt->execute([$view]);
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$replies = $rstmt->fetchAll();
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}
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}
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// 负责人候选（管理员/客服），仅管理员可在表单中分配
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$assignees = [];
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if ($isAdmin) {
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$assignees = $db->query("SELECT id, username, role FROM " . tn('users') . " WHERE role IN ('admin','cs') AND status = 1 ORDER BY role DESC, username")->fetchAll();
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}
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adminHeader('工单管理', 'tickets');
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?>
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<h1 class="page-title"><i class="fas fa-ticket-alt"></i> 工单管理（共 <?= (int) $total ?>）</h1>
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<?php if ($msg): ?><p class="banner-ok"><i class="fas fa-check-circle"></i> <?= h($msg) ?></p><?php endif; ?>
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<?php if ($err): ?><p class="form-err"><?= h($err) ?></p><?php endif; ?>
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<?php if ($ticket): ?>
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<div class="panel">
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<div class="ticket-meta">
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<span class="badge-status status-<?= h($ticket['status']) ?>"><?= ticketStatusLabel($ticket['status']) ?></span>
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<span class="muted">类型：<?= ticketTypeLabel($ticket['type']) ?></span>
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<span class="muted">提交人：<?= h($ticket['user_name'] ?? '游客') ?>（<?= h($ticket['user_email'] ?? '未填邮箱') ?>）</span>
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<span class="muted">部门：<?= h($ticket['dept_name'] ?? '未指定') ?></span>
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<span class="muted">优先级：<?= ticketPriorityLabel($ticket['priority']) ?></span>
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<span class="muted">负责人：<?= !empty($ticket['assignee_name']) ? h($ticket['assignee_name']) : '<span style="color:var(--muted)">未分配</span>' ?></span>
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<span class="muted">提交：<?= date('Y-m-d H:i', strtotime($ticket['created_at'])) ?></span>
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</div>
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<?php if ($ticket['type'] === 'renewal' && $ticket['order_id']): ?>
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<?php $ord = $db->prepare('SELECT order_no, period_days, expires_at, status FROM ' . tn('orders') . ' WHERE id = ?'); $ord->execute([$ticket['order_id']]); $ord = $ord->fetch(); ?>
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<div class="renew-box">
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<i class="fas fa-rotate"></i> 续期申请 · 关联订单
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#<?= (int)$ticket['order_id'] ?>（<?= $ord ? h($ord['order_no']) : '已删除' ?>）
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<?php if ($ord): ?>
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· 周期 <?= periodLabel($ord['period_days']) ?> · 当前到期 <?= expiryText($ord['expires_at']) ?>
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<?php endif; ?>
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</div>
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<?php endif; ?>
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<div class="ticket-timeline">
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<div class="ticket-bubble user-bubble">
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<div class="bubble-head"><i class="fas fa-user"></i> <?= h($ticket['user_name'] ?? '用户') ?> · <?= date('Y-m-d H:i', strtotime($ticket['created_at'])) ?></div>
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<h3 style="margin:8px 0 6px;font-size:1.05rem;"><?= h($ticket['subject']) ?></h3>
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<div class="ticket-msg"><?= nl2br(h($ticket['message'])) ?></div>
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</div>
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<?php foreach ($replies as $r): ?>
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<?php if ((int)$r['is_admin'] === 1): ?>
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<div class="ticket-bubble admin-bubble">
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<div class="bubble-head"><i class="fas fa-user-shield"></i> 处理人员（<?= h($r['username'] ?? '管理员') ?>） · <?= date('Y-m-d H:i', strtotime($r['created_at'])) ?></div>
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<div class="ticket-msg"><?= nl2br(h($r['message'])) ?></div>
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</div>
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<?php else: ?>
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<div class="ticket-bubble user-bubble">
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<div class="bubble-head"><i class="fas fa-user"></i> <?= h($ticket['user_name'] ?? '用户') ?> · <?= date('Y-m-d H:i', strtotime($r['created_at'])) ?></div>
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<div class="ticket-msg"><?= nl2br(h($r['message'])) ?></div>
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</div>
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<?php endif; ?>
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<?php endforeach; ?>
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</div>
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<form method="post" action="" class="grid-form" style="margin-top:18px;">
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<?= csrfField() ?>
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<input type="hidden" name="id" value="<?= (int) $ticket['id'] ?>">
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<label class="span2">追加回复
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<textarea name="admin_reply" rows="5" autocomplete="off" placeholder="填写新的处理说明，每次保存都会新增一条回复记录，不会覆盖历史回复（留空可直接修改状态）"></textarea>
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</label>
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<p class="muted span2" style="font-size:.85rem;margin:-6px 0 4px;"><i class="fas fa-info-circle"></i> 提示：历史回复以上方时间线为准，此处内容仅用于新增回复。</p>
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<label>状态
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<select name="status">
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<option value="open" <?= $ticket['status']==='open'?'selected':'' ?>>待处理</option>
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<option value="pending" <?= $ticket['status']==='pending'?'selected':'' ?>>处理中</option>
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<option value="resolved" <?= $ticket['status']==='resolved'?'selected':'' ?>>已解决</option>
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<option value="closed" <?= $ticket['status']==='closed'?'selected':'' ?>>已关闭</option>
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</select>
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</label>
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<?php if ($isAdmin): ?>
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<label>负责人（分配）
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<select name="assignee_id">
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<option value="0" <?= empty($ticket['assignee_id']) ? 'selected' : '' ?>>未分配（仅管理员可见）</option>
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<?php foreach ($assignees as $a): ?>
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<option value="<?= (int)$a['id'] ?>" <?= (int)$ticket['assignee_id']===(int)$a['id'] ? 'selected' : '' ?>><?= h($a['username']) ?>（<?= $a['role']==='admin'?'管理员':'客服' ?>）</option>
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<?php endforeach; ?>
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</select>
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</label>
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<?php endif; ?>
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<label class="checkbox">
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<input type="checkbox" name="notify" <?= $ticket['user_email'] ? 'checked' : 'disabled' ?>> 邮件通知用户
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</label>
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<div class="form-actions span2">
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<button type="submit" name="reply" class="btn btn-primary"><i class="fas fa-save"></i> 保存回复</button>
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<?php if ($isAdmin): ?>
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<button type="submit" name="assign" class="btn btn-ghost"><i class="fas fa-user-check"></i> 保存分配</button>
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<?php endif; ?>
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<?php if ($ticket['status'] === 'closed'): ?>
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<button type="submit" name="reopen" class="btn btn-ok"><i class="fas fa-undo"></i> 重新开启</button>
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<?php endif; ?>
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<?php if ($ticket['type'] === 'renewal' && $ticket['order_id']): ?>
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<button type="submit" name="approve_renew" class="btn btn-ok"><i class="fas fa-check"></i> 批准续期</button>
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<?php endif; ?>
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<a href="tickets.php" class="btn btn-ghost">返回列表</a>
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</div>
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</form>
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</div>
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<?php else: ?>
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<div class="panel">
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<form method="get" action="" class="filter-bar">
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<select name="status" onchange="this.form.submit()">
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<option value="">全部状态</option>
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<option value="open" <?= $filterStatus==='open'?'selected':'' ?>>待处理</option>
|
||
<option value="pending" <?= $filterStatus==='pending'?'selected':'' ?>>处理中</option>
|
||
<option value="resolved" <?= $filterStatus==='resolved'?'selected':'' ?>>已解决</option>
|
||
<option value="closed" <?= $filterStatus==='closed'?'selected':'' ?>>已关闭</option>
|
||
</select>
|
||
<select name="dept" onchange="this.form.submit()">
|
||
<option value="0">全部部门</option>
|
||
<?php foreach ($depts as $d): ?>
|
||
<option value="<?= (int) $d['id'] ?>" <?= $filterDept===$d['id']?'selected':'' ?>><?= h($d['name']) ?></option>
|
||
<?php endforeach; ?>
|
||
</select>
|
||
<a href="tickets.php" class="btn btn-ghost">重置</a>
|
||
</form>
|
||
<?php if (empty($list)): ?>
|
||
<p class="empty">暂无工单。</p>
|
||
<?php else: ?>
|
||
<table class="data-table">
|
||
<thead><tr><th>编号</th><th>标题</th><th>提交人</th><th>部门</th><th>类型</th><th>优先级</th><th>状态</th><th>负责人</th><th>更新</th><th></th></tr></thead>
|
||
<tbody>
|
||
<?php foreach ($list as $t): ?>
|
||
<tr>
|
||
<td>#<?= (int) $t['id'] ?></td>
|
||
<td><?= h($t['subject']) ?></td>
|
||
<td><?= h($t['user_name'] ?? '游客') ?></td>
|
||
<td><?= h($t['dept_name'] ?? '未指定') ?></td>
|
||
<td><?= ticketTypeLabel($t['type']) ?></td>
|
||
<td><?= ticketPriorityLabel($t['priority']) ?></td>
|
||
<td><span class="badge-status status-<?= h($t['status']) ?>"><?= ticketStatusLabel($t['status']) ?></span></td>
|
||
<td><?= !empty($t['assignee_name']) ? h($t['assignee_name']) : '<span class="muted">未分配</span>' ?></td>
|
||
<td><?= date('m-d H:i', strtotime($t['updated_at'])) ?></td>
|
||
<td><a href="tickets.php?view=<?= (int) $t['id'] ?>" class="mini-btn">处理</a></td>
|
||
</tr>
|
||
<?php endforeach; ?>
|
||
</tbody>
|
||
</table>
|
||
<?php endif; ?>
|
||
</div>
|
||
<?php endif; ?>
|
||
<?php adminFooter(); ?>
|