class.ticket.php

                return new FormattedDate($due);
            break;
        case 'close_date':
            if ($this->isClosed())
                return new FormattedDate($this->getCloseDate());
            break;
        case 'last_update':
            return new FormattedDate($this->lastupdate);
        case 'user':
            return $this->getOwner();
        default:
            if ($a = $this->getAnswer($tag))
                // The answer object is retrieved here which will
                // automatically invoke the toString() method when the
                // answer is coerced into text
                return $a;
        }
    }

    static function getVarScope() {
        $base = array(
            'assigned' => __('Assigned Agent / Team'),
            'close_date' => array(
                'class' => 'FormattedDate', 'desc' => __('Date Closed'),
            ),
            'create_date' => array(
                'class' => 'FormattedDate', 'desc' => __('Date Created'),
            ),
            'dept' => array(
                'class' => 'Dept', 'desc' => __('Department'),
            ),
            'due_date' => array(
                'class' => 'FormattedDate', 'desc' => __('Due Date'),
            ),
            'email' => __('Default email address of ticket owner'),
            'name' => array(
                'class' => 'PersonsName', 'desc' => __('Name of ticket owner'),
            ),
            'number' => __('Ticket Number'),
            'phone' => __('Phone number of ticket owner'),
            'priority' => array(
                'class' => 'Priority', 'desc' => __('Priority'),
            ),
            'recipients' => array(
                'class' => 'UserList', 'desc' => __('List of all recipient names'),
            ),
            'source' => __('Source'),
            'status' => array(
                'class' => 'TicketStatus', 'desc' => __('Status'),
            ),
            'staff' => array(
                'class' => 'Staff', 'desc' => __('Assigned/closing agent'),
            ),
            'subject' => 'Subject',
            'team' => array(
                'class' => 'Team', 'desc' => __('Assigned/closing team'),
            ),
            'thread' => array(
                'class' => 'TicketThread', 'desc' => __('Ticket Thread'),
            ),
            'topic' => array(
                'class' => 'Topic', 'desc' => __('Help Topic'),
            ),
            // XXX: Isn't lastreponse and lastmessage more useful
            'last_update' => array(
                'class' => 'FormattedDate', 'desc' => __('Time of last update'),
            ),
            'user' => array(
                'class' => 'User', 'desc' => __('Ticket Owner'),
            ),
        );

        $extra = VariableReplacer::compileFormScope(TicketForm::getInstance());
        return $base + $extra;
    }

    // Searchable interface
    static function getSearchableFields() {
        $base = array(
            'number' => new TextboxField(array(
                'label' => __('Ticket Number')
            )),
            'created' => new DatetimeField(array(
                'label' => __('Create Date'),
                'configuration' => array('fromdb' => true),
            )),
            'duedate' => new DatetimeField(array(
                'label' => __('Due Date'),
                'configuration' => array('fromdb' => true),
            )),
            'est_duedate' => new DatetimeField(array(
                'label' => __('SLA Due Date'),
                'configuration' => array('fromdb' => true),
            )),
            'reopened' => new DatetimeField(array(
                'label' => __('Reopen Date'),
                'configuration' => array('fromdb' => true),
            )),
            'closed' => new DatetimeField(array(
                'label' => __('Close Date'),
                'configuration' => array('fromdb' => true),
            )),
            'lastupdate' => new DatetimeField(array(
                'label' => __('Last Update'),
                'configuration' => array('fromdb' => true),
            )),
            'assignee' => new AssigneeChoiceField(array(
                'label' => __('Assignee'),
            )),
            'staff_id' => new AgentSelectionField(array(
                'label' => __('Assigned Staff'),
            )),
            'team_id' => new TeamSelectionField(array(
                'label' => __('Assigned Team'),
            )),
            'dept_id' => new DepartmentChoiceField(array(
                'label' => __('Department'),
            )),
            'topic_id' => new HelpTopicChoiceField(array(
                'label' => __('Help Topic'),
            )),
            'source' => new TicketSourceChoiceField(array(
                'label' => __('Ticket Source'),
            )),
            'isoverdue' => new BooleanField(array(
                'label' => __('Overdue'),
                'descsearchmethods' => array(
                    'set' => '%s',
                    'nset' => 'Not %s'
                    ),
            )),
            'isanswered' => new BooleanField(array(
                'label' => __('Answered'),
                'descsearchmethods' => array(
                    'set' => '%s',
                    'nset' => 'Not %s'
                    ),
            )),
            'isassigned' => new AssignedField(array(
                        'label' => __('Assigned'),
            )),
            'ip_address' => new TextboxField(array(
                'label' => __('IP Address'),
                'configuration' => array('validator' => 'ip'),
            )),
        );
        $tform = TicketForm::getInstance();
        foreach ($tform->getFields() as $F) {
            $fname = $F->get('name') ?: ('field_'.$F->get('id'));
            if (!$F->hasData() || $F->isPresentationOnly())
                continue;
            if (!$F->isStorable())
                $base[$fname] = $F;
            else
                $base["cdata__{$fname}"] = $F;
        }
        return $base;
    }

    static function supportsCustomData() {
        return true;
    }

    //Replace base variables.
    function replaceVars($input, $vars = array()) {
        global $ost;

        $recipients = $this->getRecipients(true);

        $vars = array_merge($vars, array('ticket' => $this));
        return $ost->replaceTemplateVariables($input, $vars);
    }

    function markUnAnswered() {
        return (!$this->isAnswered() || $this->setAnsweredState(0));
    }

    function markAnswered() {
        return ($this->isAnswered() || $this->setAnsweredState(1));
    }

    function markOverdue($whine=true) {
        global $cfg;

        if ($this->isOverdue())
            return true;

        $this->isoverdue = 1;
        if (!$this->save())
            return false;

        $this->logEvent('overdue');
        $this->onOverdue($whine);

        return true;
    }

    function clearOverdue($save=true) {
        if (!$this->isOverdue())
            return true;

        //NOTE: Previously logged overdue event is NOT annuled.

        $this->isoverdue = 0;

        // clear due date if it's in the past
        if ($this->getDueDate() && Misc::db2gmtime($this->getDueDate()) <= Misc::gmtime())
            $this->duedate = null;

        // Clear SLA if est. due date is in the past
        if ($this->getSLADueDate() && Misc::db2gmtime($this->getSLADueDate()) <= Misc::gmtime())
            $this->sla = null;

        return $save ? $this->save() : true;
    }

    //Dept Transfer...with alert.. done by staff
    function transfer(TransferForm $form, &$errors, $alert=true) {
        global $thisstaff, $cfg;

        // Check if staff can do the transfer
        if (!$this->checkStaffPerm($thisstaff, Ticket::PERM_TRANSFER))
            return false;

        $cdept = $this->getDept(); // Current department
        $dept = $form->getDept(); // Target department
        if (!$dept || !($dept instanceof Dept))
            $errors['dept'] = __('Department selection required');
        elseif ($dept->getid() == $this->getDeptId())
            $errors['dept'] = sprintf(
                    __('%s already in the department'), __('Ticket'));
        else {
            $this->dept_id = $dept->getId();

            // Make sure the new department allows assignment to the
            // currently assigned agent (if any)
            if ($this->isAssigned()
                && ($staff=$this->getStaff())
                && $dept->assignMembersOnly()
                && !$dept->isMember($staff)
            ) {
                $this->staff_id = 0;
            }
        }

        if ($errors || !$this->save(true))
            return false;

        // Reopen ticket if closed
        if ($this->isClosed())
            $this->reopen();

        // Set SLA of the new department
        if (!$this->getSLAId() || $this->getSLA()->isTransient())
            if (($slaId=$this->getDept()->getSLAId()))
                $this->selectSLAId($slaId);

        // Log transfer event
        $this->logEvent('transferred');

        // Post internal note if any
        $note = null;
        $comments = $form->getField('comments')->getClean();
        if ($comments) {
            $title = sprintf(__('%1$s transferred from %2$s to %3$s'),
                    __('Ticket'),
                   $cdept->getName(),
                    $dept->getName());

            $_errors = array();
            $note = $this->postNote(
                    array('note' => $comments, 'title' => $title),
                    $_errors, $thisstaff, false);
        }

        if ($form->refer() && $cdept)
            $this->thread->refer($cdept);

        //Send out alerts if enabled AND requested
        if (!$alert || !$cfg->alertONTransfer())
            return true; //no alerts!!

         if (($email = $dept->getAlertEmail())
             && ($tpl = $dept->getTemplate())
             && ($msg=$tpl->getTransferAlertMsgTemplate())
         ) {
            $msg = $this->replaceVars($msg->asArray(),
                array('comments' => $note, 'staff' => $thisstaff));
            // Recipients
            $recipients = array();
            // Assigned staff or team... if any
            if($this->isAssigned() && $cfg->alertAssignedONTransfer()) {
                if($this->getStaffId())
                    $recipients[] = $this->getStaff();
                elseif ($this->getTeamId()
                    && ($team=$this->getTeam())
                    && ($members=$team->getMembers())
                ) {
                    $recipients = array_merge($recipients, $members);
                }
            }
            elseif ($cfg->alertDeptMembersONTransfer() && !$this->isAssigned()) {
                // Only alerts dept members if the ticket is NOT assigned.
                foreach ($dept->getMembersForAlerts() as $M)
                    $recipients[] = $M;
            }

            // Always alert dept manager??
            if ($cfg->alertDeptManagerONTransfer()
                && $dept
                && ($manager=$dept->getManager())
            ) {
                $recipients[] = $manager;
            }
            $sentlist = $options = array();
            if ($note) {
                $options += array('thread'=>$note);
            }
            foreach ($recipients as $k=>$staff) {
                if (!is_object($staff)
                    || !$staff->isAvailable()
                    || in_array($staff->getEmail(), $sentlist)
                ) {
                    continue;
                }
                $alert = $this->replaceVars($msg, array('recipient' => $staff));
                $email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
                $sentlist[] = $staff->getEmail();
            }
         }

         return true;
    }

    function claim(ClaimForm $form, &$errors) {
        global $thisstaff;

        $dept = $this->getDept();
        $assignee = $form->getAssignee();
        if (!($assignee instanceof Staff)
                || !$thisstaff
                || $thisstaff->getId() != $assignee->getId()) {
            $errors['err'] = __('Unknown assignee');
        } elseif (!$assignee->isAvailable()) {
            $errors['err'] = __('Agent is unavailable for assignment');
        } elseif ($dept->assignMembersOnly() && !$dept->isMember($assignee)) {
            $errors['err'] = __('Permission denied');
        }

        if ($errors)
            return false;

        return $this->assignToStaff($assignee, $form->getComments(), false);
    }

    function assignToStaff($staff, $note, $alert=true) {

        if(!is_object($staff) && !($staff = Staff::lookup($staff)))
            return false;

        if (!$staff->isAvailable() || !$this->setStaffId($staff->getId()))
            return false;

        $this->onAssign($staff, $note, $alert);

        global $thisstaff;
        $data = array();
        if ($thisstaff && $staff->getId() == $thisstaff->getId())
            $data['claim'] = true;
        else
            $data['staff'] = $staff->getId();

        $this->logEvent('assigned', $data);

        return true;
    }

    function assignToTeam($team, $note, $alert=true) {

        if(!is_object($team) && !($team = Team::lookup($team)))
            return false;

        if (!$team->isActive() || !$this->setTeamId($team->getId()))
            return false;

        //Clear - staff if it's a closed ticket
        //  staff_id is overloaded -> assigned to & closed by.
        if ($this->isClosed())
            $this->setStaffId(0);

        $this->onAssign($team, $note, $alert);
        $this->logEvent('assigned', array('team' => $team->getId()));

        return true;
    }

    function assign(AssignmentForm $form, &$errors, $alert=true) {
        global $thisstaff;

        $evd = array();
        $refer = null;
        $assignee = $form->getAssignee();
        if ($assignee instanceof Staff) {
            $dept = $this->getDept();
            if ($this->getStaffId() == $assignee->getId()) {
                $errors['assignee'] = sprintf(__('%s already assigned to %s'),
                        __('Ticket'),
                        __('the agent')
                        );
            } elseif(!$assignee->isAvailable()) {
                $errors['assignee'] = __('Agent is unavailable for assignment');
            } elseif ($dept->assignMembersOnly() && !$dept->isMember($assignee)) {
                $errors['err'] = __('Permission denied');
            } else {
                $refer = $this->staff ?: null;
                $this->staff_id = $assignee->getId();
                if ($thisstaff && $thisstaff->getId() == $assignee->getId()) {
                    $alert = false;
                    $evd['claim'] = true;
                } else {
                    $evd['staff'] = array($assignee->getId(), (string) $assignee->getName()->getOriginal());
                }
            }
        } elseif ($assignee instanceof Team) {
            if ($this->getTeamId() == $assignee->getId()) {
                $errors['assignee'] = sprintf(__('%s already assigned to %s'),
                        __('Ticket'),
                        __('the team')
                        );
            } else {
                $refer = $this->team ?: null;
                $this->team_id = $assignee->getId();
                $evd = array('team' => $assignee->getId());
            }
        } else {
            $errors['assignee'] = __('Unknown assignee');
        }

        if ($errors || !$this->save(true))
            return false;

        $this->logEvent('assigned', $evd);

        $this->onAssign($assignee, $form->getComments(), $alert);

        if ($refer && $form->refer())
            $this->thread->refer($refer);

        return true;
    }

    // Unassign primary assignee
    function unassign() {
        // We can't release what is not assigned buddy!
        if (!$this->isAssigned())
            return true;

        // We can only unassigned OPEN tickets.
        if ($this->isClosed())
            return false;

        // Unassign staff (if any)
        if ($this->getStaffId() && !$this->setStaffId(0))
            return false;

        // Unassign team (if any)
        if ($this->getTeamId() && !$this->setTeamId(0))
            return false;

        return true;
    }

    function release() {
        return $this->unassign();
    }

    function refer(ReferralForm $form, &$errors, $alert=true) {
        global $thisstaff;

        $evd = array();
        $referee = $form->getReferee();
        switch (true) {
        case $referee instanceof Staff:
            $dept = $this->getDept();
            if ($this->getStaffId() == $referee->getId()) {
                $errors['agent'] = sprintf(__('%s is assigned to %s'),
                        __('Ticket'),
                        __('the agent')
                        );
            } elseif(!$referee->isAvailable()) {
                $errors['agent'] = sprintf(__('Agent is unavailable for %s'),
                        __('referral'));
            } else {
                $evd['staff'] = array($referee->getId(), (string) $referee->getName()->getOriginal());
            }
            break;
        case $referee instanceof Team:
            if ($this->getTeamId() == $referee->getId()) {
                $errors['team'] = sprintf(__('%s is assigned to %s'),
                        __('Ticket'),
                        __('the team')
                        );
            } else {
                //TODO::
                $evd = array('team' => $referee->getId());
            }
            break;
        case $referee instanceof Dept:
            if ($this->getDeptId() == $referee->getId()) {
                $errors['dept'] = sprintf(__('%s is already in %s'),
                        __('Ticket'),
                        __('the department')
                        );
            } else {
                //TODO::
                $evd = array('dept' => $referee->getId());
            }
            break;
        default:
            $errors['target'] = __('Unknown referral');
        }

        if (!$errors && !$this->thread->refer($referee))
            $errors['err'] = __('Unable to refer ticket');

        if ($errors)
            return false;

        $this->logEvent('referred', $evd);

        return true;
    }

    function systemReferral($emails) {

        if (!$this->thread)
            return;

        foreach ($emails as $id) {
            if ($id != $this->email_id
                    && ($email=Email::lookup($id))
                    && $this->getDeptId() != $email->getDeptId()
                    && ($dept=Dept::lookup($email->getDeptId()))
                    && $this->thread->refer($dept)
                    )
                $this->logEvent('referred',
                            array('dept' => $dept->getId()));
        }

    }

    //Change ownership
    function changeOwner($user) {
        global $thisstaff;

        if (!$user
            || ($user->getId() == $this->getOwnerId())
            || !($this->checkStaffPerm($thisstaff,
                Ticket::PERM_EDIT))
        ) {
            return false;
        }

        $this->user_id = $user->getId();
        if (!$this->save())
            return false;

        unset($this->user);
        $this->collaborators = null;
        $this->recipients = null;

        // Remove the new owner from list of collaborators
        $c = Collaborator::lookup(array(
            'user_id' => $user->getId(),
            'thread_id' => $this->getThreadId()
        ));
        if ($c)
            $c->delete();

        $this->logEvent('edited', array('owner' => $user->getId()));

        return true;
    }

    // Insert message from client
    function postMessage($vars, $origin='', $alerts=true) {
        global $cfg;

        if ($origin)
            $vars['origin'] = $origin;
        if (isset($vars['ip']))
            $vars['ip_address'] = $vars['ip'];
        elseif (!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
            $vars['ip_address'] = $_SERVER['REMOTE_ADDR'];

        $errors = array();

        $hdr = Mail_parse::splitHeaders($vars['header'], true);
        $existingCollab = Collaborator::getIdByUserId($vars['userId'], $this->getThreadId());

        if (($vars['userId'] != $this->user_id) && (!$existingCollab)) {
          if ($vars['userId'] == 0) {
            $emailStream = '<<<EOF' . $vars['header'] . 'EOF';
            $parsed = EmailDataParser::parse($emailStream);
            $email = $parsed['email'];
            if (!$existinguser = User::lookupByEmail($email)) {
              $name = $parsed['name'];
              $user = User::fromVars(array('name' => $name, 'email' => $email));
              $vars['userId'] = $user->getId();
            }
          }
          else
            $user = User::lookup($vars['userId']);

          $c = $this->getThread()->addCollaborator($user,array(), $errors);

          $addresses = array();
          foreach (array('To', 'TO', 'Cc', 'CC') as $k) {
            if ($user && isset($hdr[$k]) && $hdr[$k])
              $addresses[] = Mail_Parse::parseAddressList($hdr[$k]);
          }
          if (count($addresses) > 1) {
            $isMsg = true;
            $c->setCc();
          }
          else
            $c->setBcc();
        }
        else {
          $c = Collaborator::lookup($existingCollab);
          if ($c && !$c->isCc()) {
            foreach (array('To', 'TO', 'Cc', 'CC') as $k) {
              if (isset($hdr[$k]) && $hdr[$k])
                $addresses[] = Mail_Parse::parseAddressList($hdr[$k]);
            }
            if (count($addresses) > 1) {
              $isMsg = true;
              $c->setCc();
            }
          }
        }

        if ($vars['userId'] == $this->user_id)
          $isMsg = true;

        //lookup user by userId. if they are bcc in thread, post internal note
        if($collabs = $this->getRecipients()) {
          foreach ($collabs as $collab) {
            if(get_class($collab) == 'Collaborator' && $collab->user_id == $vars['userId'] && !$collab->isCc()) {
              $user = User::lookup($vars['userId']);
              $vars['note'] = $vars['message'];

              //post internal note
              if (!$isMsg) {
                return $this->postNote($vars,$errors, $user, true);
              }
            }
          }
        }

        if (!($message = $this->getThread()->addMessage($vars, $errors)))
            return null;

        $this->setLastMessage($message);

        // Add email recipients as collaborators...
        if ($vars['recipients']
            && (strtolower($origin) != 'email' || ($cfg && $cfg->addCollabsViaEmail()))
            //Only add if we have a matched local address
            && $vars['to-email-id']
        ) {
            //New collaborators added by other collaborators are disable --
            // requires staff approval.
            $info = array(
                'isactive' => ($message->getUserId() == $this->getUserId())? 1: 0);
            $collabs = array();
            foreach ($vars['recipients'] as $recipient) {
                // Skip virtual delivered-to addresses
                if (strcasecmp($recipient['source'], 'delivered-to') === 0)
                    continue;

                if (($cuser=User::fromVars($recipient))) {
                  if (!$existing = Collaborator::getIdByUserId($cuser->getId(), $this->getThreadId())) {
                    if ($c=$this->addCollaborator($cuser, $info, $errors, false)) {
                      $c->setCc();

                      // FIXME: This feels very unwise — should be a
                      // string indexed array for future
                      $collabs[$c->user_id] = array(
                          'name' => $c->getName()->getOriginal(),
                          'src' => $recipient['source'],
                      );
                    }
                  }

                }

            }
            // TODO: Can collaborators add others?
            if ($collabs) {
                $this->logEvent('collab', array('add' => $collabs), $message->user);
            }
        }

        // Do not auto-respond to bounces and other auto-replies
        $autorespond = isset($vars['mailflags'])
                ? !$vars['mailflags']['bounce'] && !$vars['mailflags']['auto-reply']
                : true;
        $reopen = $autorespond; // Do not reopen bounces
        if ($autorespond && $message->isBounceOrAutoReply())
            $autorespond = $reopen= false;
        elseif ($autorespond && isset($vars['autorespond']))
            $autorespond = $vars['autorespond'];

        $this->onMessage($message, ($autorespond && $alerts), $reopen); //must be called b4 sending alerts to staff.

        if ($autorespond && $alerts && $cfg && $cfg->notifyCollabsONNewMessage()) {
          //when user replies, this is where collabs notified
          $this->notifyCollaborators($message, array('signature' => ''));
        }

        if (!($alerts && $autorespond))
            return $message; //Our work is done...

        $dept = $this->getDept();
        $variables = array(
            'message' => $message,
            'poster' => ($vars['poster'] ? $vars['poster'] : $this->getName())
        );

        $options = array('thread'=>$message);
        // If enabled...send alert to staff (New Message Alert)
        if ($cfg->alertONNewMessage()
            && ($email = $dept->getAlertEmail())
            && ($tpl = $dept->getTemplate())
            && ($msg = $tpl->getNewMessageAlertMsgTemplate())
        ) {
            $msg = $this->replaceVars($msg->asArray(), $variables);
            // Build list of recipients and fire the alerts.
            $recipients = array();
            //Last respondent.
            if ($cfg->alertLastRespondentONNewMessage() && ($lr = $this->getLastRespondent()))
                $recipients[] = $lr;

            //Assigned staff if any...could be the last respondent
            if ($cfg->alertAssignedONNewMessage() && $this->isAssigned()) {
                if ($staff = $this->getStaff())
                    $recipients[] = $staff;
                elseif ($team = $this->getTeam())
                    $recipients = array_merge($recipients, $team->getMembers());
            }

            // Dept manager
            if ($cfg->alertDeptManagerONNewMessage()
                && $dept
                && ($manager = $dept->getManager())
            ) {
                $recipients[]=$manager;
            }

            // Account manager
            if ($cfg->alertAcctManagerONNewMessage()
                    && ($org = $this->getOwner()->getOrganization())
                    && ($acct_manager = $org->getAccountManager())) {
                if ($acct_manager instanceof Team)
                    $recipients = array_merge($recipients, $acct_manager->getMembers());
                else
                    $recipients[] = $acct_manager;
            }

            $sentlist = array(); //I know it sucks...but..it works.
            foreach ($recipients as $k=>$staff) {
                if (!$staff || !$staff->getEmail()
                    || !$staff->isAvailable()
                    || in_array($staff->getEmail(), $sentlist)
                ) {
                    continue;
                }
                $alert = $this->replaceVars($msg, array('recipient' => $staff));
                $email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
                $sentlist[] = $staff->getEmail();
            }
        }
        return $message;
    }

    function postCannedReply($canned, $message, $alert=true) {
        global $ost, $cfg;

        if ((!is_object($canned) && !($canned=Canned::lookup($canned)))
            || !$canned->isEnabled()
        ) {
            return false;
        }
        $files = array();
        foreach ($canned->attachments->getAll() as $file) {
            $files[] = $file->file_id;
            $_SESSION[':cannedFiles'][$file->file_id] = 1;
        }

        if ($cfg->isRichTextEnabled())
            $response = new HtmlThreadEntryBody(
                $this->replaceVars($canned->getHtml()));
        else
            $response = new TextThreadEntryBody(
                $this->replaceVars($canned->getPlainText()));

        $info = array('msgId' => $message instanceof ThreadEntry ? $message->getId() : 0,
                      'poster' => __('SYSTEM (Canned Reply)'),
                      'response' => $response,
                      'cannedattachments' => $files
        );
        $errors = array();
        if (!($response=$this->postReply($info, $errors, false, false)))
            return null;

        $this->markUnAnswered();

        if (!$alert)
            return $response;

        $dept = $this->getDept();

        if (($email=$dept->getEmail())
            && ($tpl = $dept->getTemplate())
            && ($msg=$tpl->getAutoReplyMsgTemplate())
        ) {
            if ($dept && $dept->isPublic())
                $signature=$dept->getSignature();
            else
                $signature='';

            $msg = $this->replaceVars($msg->asArray(),
                array(
                    'response' => $response,
                    'signature' => $signature,
                    'recipient' => $this->getOwner(),
                )
            );
            $attachments = ($cfg->emailAttachments() && $files)
                ? $response->getAttachments() : array();

            $options = array('thread' => $response);
            if (($message instanceof ThreadEntry)
                    && $message->getUserId() == $this->getUserId()
                    && ($mid=$message->getEmailMessageId())) {
                $options += array(
                        'inreplyto' => $mid,
                        'references' => $message->getEmailReferences()
                        );
            }

            $email->sendAutoReply($this->getOwner(), $msg['subj'], $msg['body'], $attachments,
                $options);
        }
        return $response;
    }

    /* public */
    function postReply($vars, &$errors, $alert=true, $claim=true) {
        global $thisstaff, $cfg;

        if ($collabs = $this->getRecipients()) {
          $collabIds = array();
          foreach ($collabs as $collab)
            $collabIds[] = $collab->user_id;
        }

        $ticket = Ticket::lookup($vars['id']);
        if (isset($vars['ccs'])) {
          foreach ($vars['ccs'] as $uid) {
            $user = User::lookup($uid);
            if (!in_array($uid, $collabIds))
              if (($c2=$ticket->getThread()->addCollaborator($user,array(), $errors)))
                    $c2->setCc();
          }
        }
        if (isset($vars['bccs'])) {
          foreach ($vars['bccs'] as $uid) {
            $user = User::lookup($uid);
            if (!in_array($uid, $collabIds))
              if (($c2=$ticket->getThread()->addCollaborator($user,array(), $errors)))
                $c2->setBcc();
          }
        }

        if (!$vars['poster'] && $thisstaff)
            $vars['poster'] = $thisstaff;

        if (!$vars['staffId'] && $thisstaff)
            $vars['staffId'] = $thisstaff->getId();

        if (!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
            $vars['ip_address'] = $_SERVER['REMOTE_ADDR'];

        if (!($response = $this->getThread()->addResponse($vars, $errors)))
            return null;

        $dept = $this->getDept();
        $assignee = $this->getStaff();
        // Set status - if checked.
        if ($vars['reply_status_id']
            && $vars['reply_status_id'] != $this->getStatusId()
        ) {
            $this->setStatus($vars['reply_status_id']);
        }


        // Claim on response bypasses the department assignment restrictions
        $claim = ($claim
                && $cfg->autoClaimTickets()
                && !$dept->disableAutoClaim());
        if ($claim && $thisstaff && $this->isOpen() && !$this->getStaffId()) {
            $this->setStaffId($thisstaff->getId()); //direct assignment;
        }

        $this->lastrespondent = $response->staff;

        $this->onResponse($response, array('assignee' => $assignee)); //do house cleaning..

        /* email the user??  - if disabled - then bail out */
        if (!$alert)
            return $response;

        //allow agent to send from different dept email
        $vars['from_name'] ? $email = Email::lookup($vars['from_name']) : $email = $dept->getEmail();

        $options = array('thread'=>$response);
        $signature = $from_name = '';
        if ($thisstaff && $vars['signature']=='mine')
            $signature=$thisstaff->getSignature();
        elseif ($vars['signature']=='dept' && $dept->isPublic())
            $signature=$dept->getSignature();

        if ($thisstaff && ($type=$thisstaff->getReplyFromNameType())) {
            switch ($type) {
                case 'mine':
                    if (!$cfg->hideStaffName())
                        $from_name = (string) $thisstaff->getName();
                    break;
                case 'dept':
                    if ($dept->isPublic())
                        $from_name = $dept->getName();
                    break;
                case 'email':
                default:
                    $from_name =  $email->getName();
            }
            if ($from_name)
                $options += array('from_name' => $from_name);
        }

        $variables = array(
            'response' => $response,
            'signature' => $signature,
            'staff' => $thisstaff,
            'poster' => $thisstaff
        );

        $user = $this->getOwner();
        if (($email=$email)
            && ($tpl = $dept->getTemplate())
            && ($msg=$tpl->getReplyMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(),
                $variables + array('recipient' => $user)
            );

            $attachments = $cfg->emailAttachments() ? $response->getAttachments() : array();
            //Cc collaborators
            $collabsCc = array();
            if ($vars['ccs'] && $vars['emailcollab']) {
                $collabsCc[] = Collaborator::getCollabList($vars['ccs']);
                $collabsCc['cc'] = $collabsCc;
            }

            $email->send($user, $msg['subj'], $msg['body'], $attachments,
                    $options, $collabsCc);

            //Bcc Collaborators
            if ($vars['bccs']
                    && $vars['emailcollab']
                    && ($bcctpl = $dept->getTemplate())
                    && ($bccmsg=$bcctpl->getReplyMsgTemplate())) {
                foreach ($vars['bccs'] as $uid) {
                    if (!($recipient = User::lookup($uid)))
                        continue;

                    $msg = $this->replaceVars($bccmsg->asArray(), $variables + array(
                                'recipient' => $user,
                                'recipient.name.first' =>
                                $recipient->getName()->getFirst()));

                    $email->send($recipient, $msg['subj'], $msg['body'], $attachments, $options);
                }
            }
        }

        return $response;
    }