breadcrumb-the-shire/modules/helpdesk/pages/helpdesk/ticket(default).phtml

<?php

/**
 * @var string $ticketNo
 * @var string $fromCustomerNo
 * @var array|null $ticket
 * @var bool $connectionError
 * @var string $ticketCustomerNo
 * @var string $ticketDescription
 * @var string $ticketCommunicationUrl
 */

$ticketNo = $ticketNo ?? '';
$fromCustomerNo = $fromCustomerNo ?? '';
$ticket = is_array($ticket ?? null) ? $ticket : null;
$connectionError = $connectionError ?? false;
$ticketCustomerNo = $ticketCustomerNo ?? '';
$ticketDescription = $ticketDescription ?? '';
$ticketCommunicationUrl = $ticketCommunicationUrl ?? '';

$backUrl = $ticketCustomerNo !== '' ? lurl('helpdesk/debitor/' . rawurlencode($ticketCustomerNo)) : lurl('helpdesk');

?>
<div class="app-details-container"
     data-ticket-no="<?php e($ticketNo); ?>"
     data-ticket-communication-url="<?php e($ticketCommunicationUrl); ?>"
>
  <section>
    <?php
    $breadcrumbs = [
        ['label' => t('Home'), 'path' => 'admin'],
        ['label' => t('Helpdesk'), 'path' => 'helpdesk'],
    ];
    if ($ticketCustomerNo !== '') {
        $breadcrumbs[] = ['label' => (string) ($ticket['Company_Contact_Name'] ?? $ticketCustomerNo), 'path' => 'helpdesk/debitor/' . rawurlencode($ticketCustomerNo)];
    }
    $breadcrumbs[] = ['label' => t('Ticket') . ' ' . $ticketNo];
    require templatePath('partials/app-breadcrumb.phtml');
    ?>

    <?php
    $titlebar = [
        'title' => t('Ticket') . ' ' . $ticketNo,
        'backHref' => $backUrl,
        'backTitle' => t('Back'),
        'actions' => [],
    ];
    require templatePath('partials/app-details-titlebar.phtml');
    ?>

    <?php require templatePath('partials/app-flash.phtml'); ?>

    <?php if ($connectionError): ?>
      <div class="notice" data-variant="error" role="alert">
        <?php e(t('Could not connect to Business Central.')); ?>
      </div>
    <?php elseif ($ticket !== null): ?>
      <!-- Communication feed — main content, loaded async -->
      <div class="helpdesk-ticket-detail-content">
        <section>
          <h3 class="helpdesk-support-section-title"><?php e(t('Ticket communication')); ?></h3>
          <div id="ticket-communication-loading">
            <?php for ($i = 0; $i < 6; $i++): ?>
              <div class="helpdesk-skeleton helpdesk-skeleton-aside-bubble <?php e($i % 2 === 1 ? 'helpdesk-skeleton-aside-bubble-alt' : ($i % 3 === 0 ? 'helpdesk-skeleton-aside-bubble-short' : '')); ?>"></div>
            <?php endfor; ?>
          </div>
          <div id="ticket-communication-content" hidden>
            <div id="ticket-communication-feed"></div>
          </div>
        </section>
      </div>
    <?php endif; ?>
  </section>

  <?php if (!$connectionError && $ticket !== null): ?>
    <?php
    $createdRaw = (string) ($ticket['Created_On'] ?? '');
    $createdFormatted = $createdRaw !== '' && $createdRaw !== '0001-01-01T00:00:00Z'
        ? (new DateTimeImmutable($createdRaw))->format('d.m.Y H:i')
        : '—';
    $lastActivityRaw = (string) ($ticket['Last_Activity_Date'] ?? '');
    $lastActivityFormatted = $lastActivityRaw !== '' && $lastActivityRaw !== '0001-01-01T00:00:00Z'
        ? (new DateTimeImmutable($lastActivityRaw))->format('d.m.Y H:i')
        : '—';
    $ticketState = (string) ($ticket['Ticket_State'] ?? '');

    // Compute ticket age
    $ageLabel = '—';
    if ($createdRaw !== '' && $createdRaw !== '0001-01-01T00:00:00Z') {
        $createdDt = new DateTimeImmutable($createdRaw);
        $diff = $createdDt->diff(new DateTimeImmutable('now'));
        if ($diff->days >= 1) {
            $ageLabel = $diff->days . ' ' . ($diff->days === 1 ? t('day') : t('days'));
        } else {
            $hours = $diff->h + ($diff->days * 24);
            $ageLabel = max(1, $hours) . ' ' . t('hours');
        }
    }
    ?>
    <aside id="app-details-aside-section">
      <div class="app-details-aside-section helpdesk-ticket-aside">
        <!-- KPI tiles: Status + Age — stacked vertically -->
        <h3 class="helpdesk-support-section-title"><?php e(t('Ticket details')); ?></h3>
        <div class="helpdesk-support-metrics helpdesk-support-metrics-aside">
          <article class="helpdesk-support-metric">
            <p class="helpdesk-support-metric-label"><?php e(t('Status')); ?></p>
            <p class="helpdesk-support-metric-value"><?php e($ticketState); ?></p>
            <p class="helpdesk-support-metric-trend"><?php e(t('Last activity')); ?>: <?php e($lastActivityFormatted); ?></p>
          </article>
          <article class="helpdesk-support-metric">
            <p class="helpdesk-support-metric-label"><?php e(t('Age')); ?></p>
            <p class="helpdesk-support-metric-value"><?php e($ageLabel); ?></p>
            <p class="helpdesk-support-metric-trend"><?php e(t('Created')); ?>: <?php e($createdFormatted); ?></p>
          </article>
        </div>

        <!-- Compact key-value details -->
        <h3 class="helpdesk-support-section-title"><?php e(t('Details')); ?></h3>
        <dl class="helpdesk-ticket-meta">
          <div class="helpdesk-ticket-meta-item">
            <dt><?php e(t('Description')); ?></dt>
            <dd><?php e((string) ($ticket['Description'] ?? '—')); ?></dd>
          </div>
          <div class="helpdesk-ticket-meta-item">
            <dt><?php e(t('Company')); ?></dt>
            <dd>
              <?php if ($ticketCustomerNo !== ''): ?>
                <a href="<?php e(lurl('helpdesk/debitor/' . rawurlencode($ticketCustomerNo))); ?>"><?php e((string) ($ticket['Company_Contact_Name'] ?? $ticketCustomerNo)); ?></a>
              <?php else: ?>
                <?php e((string) ($ticket['Company_Contact_Name'] ?? '—')); ?>
              <?php endif; ?>
            </dd>
          </div>
          <div class="helpdesk-ticket-meta-item">
            <dt><?php e(t('Contact')); ?></dt>
            <dd><?php e((string) ($ticket['Current_Contact_Name'] ?? '—')); ?></dd>
          </div>
          <div class="helpdesk-ticket-meta-item">
            <dt><?php e(t('Category')); ?></dt>
            <dd><?php e((string) ($ticket['Category_1_Description'] ?? '—')); ?></dd>
          </div>
          <div class="helpdesk-ticket-meta-item">
            <dt><?php e(t('Support')); ?></dt>
            <dd><?php e((string) ($ticket['Support_User_Name'] ?? '—')); ?></dd>
          </div>
          <div class="helpdesk-ticket-meta-item">
            <dt><?php e(t('Debtor No.')); ?></dt>
            <dd><?php e($ticketCustomerNo !== '' ? $ticketCustomerNo : '—'); ?></dd>
          </div>
        </dl>
      </div>
    </aside>
  <?php endif; ?>
</div>

<!-- i18n strings for JS rendering -->
<script type="application/json" id="helpdesk-ticket-i18n"><?php gridJsonForJs([
    'No communication found.' => t('No communication found.'),
    'Could not load communication history.' => t('Could not load communication history.'),
    'Live communication unavailable, showing activity fallback.' => t('Live communication unavailable, showing activity fallback.'),
    'Ticket' => t('Ticket'),
    'Unknown user' => t('Unknown user'),
    'Unknown time' => t('Unknown time'),
    'changed status' => t('changed status'),
    'Forwarded' => t('Forwarded'),
    'attached a file' => t('attached a file'),
    'logged an activity' => t('logged an activity'),
    'on' => t('on'),
]); ?></script>

<script type="module" src="<?php e(assetVersion('modules/helpdesk/js/helpdesk-ticket.js')); ?>"></script>