ticket-open.inc.php

<?php
if(!defined('OSTSCPINC') || !$thisstaff || !$thisstaff->canCreateTickets()) die('Access Denied');
$info=array();
$info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
?>
<form action="tickets.php?a=open" method="post" id="save"  enctype="multipart/form-data">
 <?php csrf_token(); ?>
 <input type="hidden" name="do" value="create">
 <input type="hidden" name="a" value="open">
 <h2>Open New Ticket</h2>
 <table class="form_table fixed" width="940" border="0" cellspacing="0" cellpadding="2">
    <thead>
    <!-- This looks empty - but beware, with fixed table layout, the user
         agent will usually only consult the cells in the first row to
         construct the column widths of the entire toable. Therefore, the
         first row needs to have two cells -->
        <tr><td></td><td></td></tr>
        <tr>
            <th colspan="2">
                <h4>New Ticket</h4>
            </th>
        </tr>
    </thead>
    <tbody>
        <tr>
            <th colspan="2">
                <em><strong>Client Information</strong>: </em>
            </th>
        </tr>
        <?php
        if ($user) { ?>
        <tr><td>Client:</td><td>
            <div id="client-info">
                <input type="hidden" name="uid" id="uid" value="<?php echo $user->getId(); ?>" />
            <a href="#" onclick="javascript:
                $.userLookup('ajax.php/users/<?php echo $user->getId(); ?>/edit',
                        function (user) {
                            $('#client-name').text(user.name);
                            $('#client-email').text(user.email);
                        });
                return false;
                "><i class="icon-user"></i>
                <span id="client-name"><?php echo $user->getName(); ?></span>
                &lt;<span id="client-email"><?php echo $user->getEmail(); ?></span>&gt;
                </a>
                <a class="action-button" style="float:none;overflow:inherit" href="#"
                    onclick="javascript:
                        $.userLookup('ajax.php/users/select/'+$('input#uid').val(),
                            function(user) {
                                $('input#uid').val(user.id);
                                $('#client-name').text(user.name);
                                $('#client-email').text('<'+user.email+'>');
                        });
                        return false;
                "><i class="icon-edit"></i> Change</a>
            </div>
        </td></tr>
        <?php
        } else { //Fallback: Just ask for email and name
            ?>
        <tr>
            <td width="160" class="required"> Email Address: </td>
            <td>
                <span style="display:inline-block;">
                    <input type="text" size=45 name="email" id="user-email"
                        autocomplete="off" autocorrect="off" value="<?php echo $info['email']; ?>" /> </span>
                <font class="error">* <?php echo $errors['email']; ?></font>
            </td>
        </td>
        <tr>
            <td width="160" class="required"> Full Name: </td>
            <td>
                <span style="display:inline-block;">
                    <input type="text" size=45 name="name" id="user-name" value="<?php echo $info['name']; ?>" /> </span>
                <font class="error">* <?php echo $errors['name']; ?></font>
            </td>
        </td>
        <?php
        } ?>

        <?php
        if($cfg->notifyONNewStaffTicket()) {  ?>
        <tr>
            <td width="160">Ticket Notice:</td>
            <td>
            <input type="checkbox" name="alertuser" <?php echo (!$errors || $info['alertuser'])? 'checked="checked"': ''; ?>>Send alert to user.
            </td>
        </tr>
        <?php
        } ?>
    </tbody>
    <tbody>
        <tr>
            <th colspan="2">
                <em><strong>Ticket Information &amp; Options</strong>:</em>
            </th>
        </tr>
        <tr>
            <td width="160" class="required">
                Ticket Source:
            </td>
            <td>
                <select name="source">
                    <option value="" selected >&mdash; Select Source &mdash;</option>
                    <option value="Phone" <?php echo ($info['source']=='Phone')?'selected="selected"':''; ?>>Phone</option>
                    <option value="Email" <?php echo ($info['source']=='Email')?'selected="selected"':''; ?>>Email</option>
                    <option value="Other" <?php echo ($info['source']=='Other')?'selected="selected"':''; ?>>Other</option>
                </select>
                &nbsp;<font class="error"><b>*</b>&nbsp;<?php echo $errors['source']; ?></font>
            </td>
        </tr>
        <tr>
            <td width="160" class="required">
                Department:
            </td>
            <td>
                <select name="deptId">
                    <option value="" selected >&mdash; Select Department &mdash;</option>
                    <?php
                    if($depts=Dept::getDepartments()) {
                        foreach($depts as $id =>$name) {
                            echo sprintf('<option value="%d" %s>%s</option>',
                                    $id, ($info['deptId']==$id)?'selected="selected"':'',$name);
                        }
                    }
                    ?>
                </select>
                &nbsp;<font class="error"><b>*</b>&nbsp;<?php echo $errors['deptId']; ?></font>
            </td>
        </tr>

        <tr>
            <td width="160" class="required">
                Help Topic:
            </td>
            <td>
                <select name="topicId" onchange="javascript:
                        $('#dynamic-form').load(
                            'ajax.php/form/help-topic/' + this.value);
                        ">
                    <option value="" selected >&mdash; Select Help Topic &mdash;</option>
                    <?php
                    if($topics=Topic::getHelpTopics()) {
                        foreach($topics as $id =>$name) {
                            echo sprintf('<option value="%d" %s>%s</option>',
                                    $id, ($info['topicId']==$id)?'selected="selected"':'',$name);
                        }
                    }
                    ?>
                </select>
                &nbsp;<font class="error"><b>*</b>&nbsp;<?php echo $errors['topicId']; ?></font>
            </td>
        </tr>
         <tr>
            <td width="160">
                SLA Plan:
            </td>
            <td>
                <select name="slaId">
                    <option value="0" selected="selected" >&mdash; System Default &mdash;</option>
                    <?php
                    if($slas=SLA::getSLAs()) {
                        foreach($slas as $id =>$name) {
                            echo sprintf('<option value="%d" %s>%s</option>',
                                    $id, ($info['slaId']==$id)?'selected="selected"':'',$name);
                        }
                    }
                    ?>
                </select>
                &nbsp;<font class="error">&nbsp;<?php echo $errors['slaId']; ?></font>
            </td>
         </tr>

         <tr>
            <td width="160">
                Due Date:
            </td>
            <td>
                <input class="dp" id="duedate" name="duedate" value="<?php echo Format::htmlchars($info['duedate']); ?>" size="12" autocomplete=OFF>
                &nbsp;&nbsp;
                <?php
                $min=$hr=null;
                if($info['time'])
                    list($hr, $min)=explode(':', $info['time']);

                echo Misc::timeDropdown($hr, $min, 'time');
                ?>
                &nbsp;<font class="error">&nbsp;<?php echo $errors['duedate']; ?> &nbsp; <?php echo $errors['time']; ?></font>
                <em>Time is based on your time zone (GMT <?php echo $thisstaff->getTZoffset(); ?>)</em>
            </td>
        </tr>

        <?php
        if($thisstaff->canAssignTickets()) { ?>
        <tr>
            <td width="160">Assign To:</td>
            <td>
                <select id="assignId" name="assignId">
                    <option value="0" selected="selected">&mdash; Select Staff Member OR a Team &mdash;</option>
                    <?php
                    if(($users=Staff::getAvailableStaffMembers())) {
                        echo '<OPTGROUP label="Staff Members ('.count($users).')">';
                        foreach($users as $id => $name) {
                            $k="s$id";
                            echo sprintf('<option value="%s" %s>%s</option>',
                                        $k,(($info['assignId']==$k)?'selected="selected"':''),$name);
                        }
                        echo '</OPTGROUP>';
                    }

                    if(($teams=Team::getActiveTeams())) {
                        echo '<OPTGROUP label="Teams ('.count($teams).')">';
                        foreach($teams as $id => $name) {
                            $k="t$id";
                            echo sprintf('<option value="%s" %s>%s</option>',
                                        $k,(($info['assignId']==$k)?'selected="selected"':''),$name);
                        }
                        echo '</OPTGROUP>';
                    }
                    ?>
                </select>&nbsp;<span class='error'>&nbsp;<?php echo $errors['assignId']; ?></span>
            </td>
        </tr>
        <?php
        }
        $tform = TicketForm::getInstance()->getForm($_POST);
        if ($_POST) $tform->isValid();
        $tform->render(true);
        ?>
        </tbody>
        <tbody id="dynamic-form">
        <?php
            if ($form) $form->getForm()->render(true);
        ?>
        </tbody>
        <tbody>
        <?php
        //is the user allowed to post replies??
        if($thisstaff->canPostReply()) {
            ?>
        <tr>
            <th colspan="2">
                <em><strong>Response</strong>: Optional response to the above issue.</em>
            </th>
        </tr>
        <tr>
            <td colspan=2>
            <?php
            if(($cannedResponses=Canned::getCannedResponses())) {
                ?>
                <div style="margin-top:0.3em;margin-bottom:0.5em">
                    Canned Response:&nbsp;
                    <select id="cannedResp" name="cannedResp">
                        <option value="0" selected="selected">&mdash; Select a canned response &mdash;</option>
                        <?php
                        foreach($cannedResponses as $id =>$title) {
                            echo sprintf('<option value="%d">%s</option>',$id,$title);
                        }
                        ?>
                    </select>
                    &nbsp;&nbsp;&nbsp;
                    <label><input type='checkbox' value='1' name="append" id="append" checked="checked">Append</label>
                </div>
            <?php
            } ?>
                <textarea class="richtext ifhtml draft draft-delete"
                    data-draft-namespace="ticket.staff.response"
                    placeholder="Intial response for the ticket"
                    name="response" id="response" cols="21" rows="8"
                    style="width:80%;"><?php echo $info['response']; ?></textarea>
                <table border="0" cellspacing="0" cellpadding="2" width="100%">
                <?php
                if($cfg->allowAttachments()) { ?>
                    <tr><td width="100" valign="top">Attachments:</td>
                        <td>
                            <div class="canned_attachments">
                            <?php
                            if($info['cannedattachments']) {
                                foreach($info['cannedattachments'] as $k=>$id) {
                                    if(!($file=AttachmentFile::lookup($id))) continue;
                                    $hash=$file->getHash().md5($file->getId().session_id().$file->getHash());
                                    echo sprintf('<label><input type="checkbox" name="cannedattachments[]"
                                            id="f%d" value="%d" checked="checked"
                                            <a href="file.php?h=%s">%s</a>&nbsp;&nbsp;</label>&nbsp;',
                                            $file->getId(), $file->getId() , $hash, $file->getName());
                                }
                            }
                            ?>
                            </div>
                            <div class="uploads"></div>
                            <div class="file_input">
                                <input type="file" class="multifile" name="attachments[]" size="30" value="" />
                            </div>
                        </td>
                    </tr>
                <?php
                } ?>

            <?php
            if($thisstaff->canCloseTickets()) { ?>
                <tr>
                    <td width="100">Ticket Status:</td>
                    <td>
                        <input type="checkbox" name="ticket_state" value="closed" <?php echo $info['ticket_state']?'checked="checked"':''; ?>>
                        <b>Close On Response</b>&nbsp;<em>(Only applicable if response is entered)</em>
                    </td>
                </tr>
            <?php
            } ?>
             <tr>
                <td width="100">Signature:</td>
                <td>
                    <?php
                    $info['signature']=$info['signature']?$info['signature']:$thisstaff->getDefaultSignatureType();
                    ?>
                    <label><input type="radio" name="signature" value="none" checked="checked"> None</label>
                    <?php
                    if($thisstaff->getSignature()) { ?>
                        <label><input type="radio" name="signature" value="mine"
                            <?php echo ($info['signature']=='mine')?'checked="checked"':''; ?>> My signature</label>
                    <?php
                    } ?>
                    <label><input type="radio" name="signature" value="dept"
                        <?php echo ($info['signature']=='dept')?'checked="checked"':''; ?>> Dept. Signature (if set)</label>
                </td>
             </tr>
            </table>
            </td>
        </tr>
        <?php
        } //end canPostReply
        ?>
        <tr>
            <th colspan="2">
                <em><strong>Internal Note</strong>
                <font class="error">&nbsp;<?php echo $errors['note']; ?></font></em>
            </th>
        </tr>
        <tr>
            <td colspan=2>
                <textarea class="richtext ifhtml draft draft-delete"
                    placeholder="Optional internal note (recommended on assignment)"
                    data-draft-namespace="ticket.staff.note" name="note"
                    cols="21" rows="6" style="width:80%;"
                    ><?php echo $info['note']; ?></textarea>
            </td>
        </tr>
    </tbody>
</table>
<p style="padding-left:250px;">
    <input type="submit" name="submit" value="Open">
    <input type="reset"  name="reset"  value="Reset">
    <input type="button" name="cancel" value="Cancel" onclick='window.location.href="tickets.php"'>
</p>
</form>
<script type="text/javascript">
$(function() {
    $('input#user-email').typeahead({
        source: function (typeahead, query) {
            $.ajax({
                url: "ajax.php/users?q="+query,
                dataType: 'json',
                success: function (data) {
                    typeahead.process(data);
                }
            });
        },
        onselect: function (obj) {
            $('#uid').val(obj.id);
            $('#user-name').val(obj.name);
            $('#user-email').val(obj.email);
        },
        property: "/bin/true"
    });

});
</script>