Ticket improvements (#4432)

Adds some features and fixes some shit:

Closing of tickets sent to Discord will now alert discord as well.
Adds a reminder period for tickets which starts after they're opened. It's intended to remind staff to close their tickets. Say, something like 10 minutes since opening sounds like a solid idea. If the staff who claimed it is offline, then all staff are reminded of it.
Adds the logging of all tickets to the database at the end of round. Sortable by staff closing, person opening, time opened, time closed, and round ID. This is primarily for Aboshehab.

code/modules/admin/ticket.dm

@@ -10,11 +10,22 @@ var/global/list/ticket_panels = list()
 	var/id
 	var/opened_time
 
+	// Real time references for SQL based logging.
+	var/opened_rt
+	var/closed_rt
+	var/response_time
+
+	var/reminder_timer
+
 /datum/ticket/New(var/owner)
 	src.owner = owner
 	tickets |= src
 	id = tickets.len
 	opened_time = world.time
+	opened_rt = world.realtime
+
+	if (config.ticket_reminder_period)
+		reminder_timer = addtimer(CALLBACK(src, .proc/remind), config.ticket_reminder_period SECONDS, TIMER_UNIQUE|TIMER_STOPPABLE)
 
 /datum/ticket/proc/close(var/client/closed_by)
 	if(!closed_by)
@@ -29,14 +40,23 @@ var/global/list/ticket_panels = list()
 	if(status == TICKET_ASSIGNED && !closed_by.holder) // non-admins can only close a ticket if no admin has taken it
 		return
 
+	var/client/owner_client = client_by_ckey(owner)
+	if(owner_client && owner_client.adminhelped == ADMINHELPED_DISCORD)
+		discord_bot.send_to_admins("[key_name(owner_client)]'s request for help has been closed/deemed unnecessary by [key_name(closed_by)].")
+		owner_client.adminhelped = ADMINHELPED
+
 	src.status = TICKET_CLOSED
 	src.closed_by = closed_by.ckey
+	src.closed_rt = world.realtime
 
 	to_chat(client_by_ckey(src.owner), "<span class='notice'><b>Your ticket has been closed by [closed_by].</b></span>")
 	message_admins("<span class='notice'><b>[src.owner]</b>'s ticket has been closed by <b>[key_name(closed_by)]</b>.</span>")
 
 	update_ticket_panels()
 
+	if (reminder_timer)
+		deltimer(reminder_timer)
+
 	return 1
 
 /datum/ticket/proc/take(var/client/assigned_admin)
@@ -61,13 +81,36 @@ var/global/list/ticket_panels = list()
 		owner_client.adminhelped = ADMINHELPED
 
 	message_admins("<span class='danger'><b>[key_name(assigned_admin)]</b> has assigned themself to <b>[src.owner]'s</b> ticket.</span>")
-	to_chat(client_by_ckey(src.owner), "<span class='notice'><b>[assigned_admin] has added themself to your ticket and should respond shortly. Thanks for your patience!</b></span>")
+	to_chat(owner_client, "<span class='notice'><b>[assigned_admin] has added themself to your ticket and should respond shortly. Thanks for your patience!</b></span>")
+	to_chat(assigned_admin, get_options_bar(owner_client, 2, 1, 1))
 
 	update_ticket_panels()
 
 	return 1
 
-proc/get_open_ticket_by_ckey(var/owner)
+/datum/ticket/proc/remind()
+	if (status == TICKET_CLOSED)
+		reminder_timer = null
+		return
+
+	var/admin_found = FALSE
+
+	for (var/ckey in assigned_admins)
+		var/client/C = client_by_ckey(ckey)
+		if (C)
+			admin_found = TRUE
+			to_chat(C, "<span class='danger'><b>You have yet to close [owner]'s ticket!</b></span>")
+			sound_to(C, 'sound/effects/adminhelp.ogg')
+
+	if (!admin_found)
+		message_admins("<span class='danger'><b>[owner]'s ticket has yet to be closed!</b></span>")
+		for(var/client/C in admins)
+			if((C.holder.rights & (R_ADMIN|R_MOD)) && (C.prefs.toggles & SOUND_ADMINHELP))
+				sound_to(C, 'sound/effects/adminhelp.ogg')
+
+	reminder_timer = addtimer(CALLBACK(src, .proc/remind), config.ticket_reminder_period SECONDS, TIMER_UNIQUE|TIMER_STOPPABLE)
+
+/proc/get_open_ticket_by_ckey(var/owner)
 	for(var/datum/ticket/ticket in tickets)
 		if(ticket.owner == owner && (ticket.status == TICKET_OPEN || ticket.status == TICKET_ASSIGNED))
 			return ticket // there should only be one open ticket by a client at a time, so no need to keep looking
@@ -83,6 +126,30 @@ proc/get_open_ticket_by_ckey(var/owner)
 
 	return 0
 
+/datum/ticket/proc/log_to_db()
+	if (status != TICKET_CLOSED)
+		return
+
+	if (!establish_db_connection(dbcon))
+		return
+
+	var/DBQuery/Q = dbcon.NewQuery("INSERT INTO ss13_tickets (game_id, message_count, admin_count, admin_list, opened_by, taken_by, closed_by, response_delay, opened_at, closed_at) VALUES (:g_id:, :m_count:, :a_count:, :a_list:, :opened_by:, :taken_by, :closed_by:, :delay:, :opened_at:, :closed_at:)")
+	Q.Execute(list("g_id" = game_id, "m_count" = length(msgs), "a_count" = length(assigned_admins), "a_list" = json_encode(assigned_admins), "opened_by" = owner, "taken_by" = assigned_admins[0], "closed_by" = closed_by, "delay" = response_time, "opened_at" = SQLtime(opened_rt), "closed_at" = SQLtime(closed_rt)))
+
+/datum/ticket/proc/append_message(m_from, m_to, msg)
+	msgs += new /datum/ticket_msg(m_from, m_to, msg)
+
+	if (!response_time && m_from != owner)
+		response_time = round((world.time - opened_time) SECONDS)
+
+	update_ticket_panels()
+
+// Referenced in the statistics controller.
+/proc/log_all_tickets()
+	for (var/t in tickets)
+		var/datum/ticket/T = t
+		T.log_to_db()
+
 /datum/ticket_msg
 	var/msg_from
 	var/msg_to
@@ -177,7 +244,7 @@ proc/get_open_ticket_by_ckey(var/owner)
 			ticket_panel_window.update()
 
 	var/datum/ticket/ticket = locate(href_list["ticket"])
-	if(!ticket)
+	if(!istype(ticket))
 		return
 
 	switch(href_list["action"])

code/modules/admin/topic.dm

@@ -852,7 +852,7 @@
 	else if(href_list["take_ticket"])
 		var/datum/ticket/ticket = locate(href_list["take_ticket"])
 
-		if(isnull(ticket))
+		if(!istype(ticket))
 			return
 
 		ticket.take(usr.client)
@@ -870,6 +870,7 @@
 		var/special_role_description = ""
 		var/health_description = ""
 		var/gender_description = ""
+		var/species_description = "N/A"
 		var/turf/T = get_turf(M)
 
 		//Location
@@ -898,13 +899,19 @@
 		else
 			health_description = "This mob type has no health to speak of."
 
-		//Gener
+		//Species
+		if (ishuman(M))
+			var/mob/living/carbon/human/H = M
+			if (H.species)
+				species_description = "<b>[H.species.name]</b>"
+
+		//GenDer
 		switch(M.gender)
 			if(MALE,FEMALE)	gender_description = "[M.gender]"
 			else			gender_description = "<font color='red'><b>[M.gender]</b></font>"
 
 		src.owner << "<b>Info about [M.name]:</b> "
-		src.owner << "Mob type = [M.type]; Gender = [gender_description] Damage = [health_description]"
+		src.owner << "Mob type = [M.type]; Species = [species_description] Gender = [gender_description] Damage = [health_description]"
 		src.owner << "Name = <b>[M.name]</b>; Real_name = [M.real_name]; Mind_name = [M.mind?"[M.mind.name]":""]; Key = <b>[M.key]</b>;"
 		src.owner << "Location = [location_description];"
 		src.owner << "[special_role_description]"

code/modules/admin/verbs/adminhelp.dm

@@ -111,8 +111,7 @@ var/list/adminhelp_ignored_words = list("unknown","the","a","an","of","monkey","
 			to_chat(src, "<span class='warning'>Error: Private-Message: Client not found. They may have lost connection, so please be patient!</span>")
 		return
 
-	ticket.msgs += new /datum/ticket_msg(src.ckey, null, original_msg)
-	update_ticket_panels()
+	ticket.append_message(src.ckey, null, original_msg)
 
 	//Options bar:  mob, details ( admin = 2, undibbsed admin = 3, mentor = 4, character name (0 = just ckey, 1 = ckey and character name), link? (0 no don't make it a link, 1 do so),
 	//		highlight special roles (0 = everyone has same looking name, 1 = antags / special roles get a golden name)

code/modules/admin/verbs/adminpm.dm

@@ -151,8 +151,7 @@
 
 	log_admin("PM: [key_name(src)]->[key_name(C)]: [msg]", admin_key = key_name(src), ckey_target = key_name(C))
 
-	ticket.msgs += new /datum/ticket_msg(src.ckey, C.ckey, msg)
-	update_ticket_panels()
+	ticket.append_message(src.ckey, C.ckey, msg)
 
 	//we don't use message_admins here because the sender/receiver might get it too
 	for(var/client/X in admins)