class.ticket.php

        $this->setLastMsgId($message->getId());
    }

    //DeptId can NOT be 0. No orphans please!
    function setDeptId($deptId) {
        // Make sure it's a valid department
        if ($deptId == $this->getDeptId() || !($dept=Dept::lookup($deptId))) {
            return false;
        }
        $this->dept = $dept;
        return $this->save();
    }

    // Set staff ID...assign/unassign/release (id can be 0)
    function setStaffId($staffId) {
        if (!is_numeric($staffId))
            return false;

        $this->staff = Staff::lookup($staffId);
        return $this->save();
    }

    function setSLAId($slaId) {
        if ($slaId == $this->getSLAId())
            return true;

        $this->sla = Sla::lookup($slaId);
        return $this->save();
    }
    /**
     * Selects the appropriate service-level-agreement plan for this ticket.
     * When tickets are transfered between departments, the SLA of the new
     * department should be applied to the ticket. This would be useful,
     * for instance, if the ticket is transferred to a different department
     * which has a shorter grace period, the ticket should be considered
     * overdue in the shorter window now that it is owned by the new
     * department.
     *
     * $trump - if received, should trump any other possible SLA source.
     *          This is used in the case of email filters, where the SLA
     *          specified in the filter should trump any other SLA to be
     *          considered.
     */
    function selectSLAId($trump=null) {
        global $cfg;
        # XXX Should the SLA be overridden if it was originally set via an
        #     email filter? This method doesn't consider such a case
        if ($trump && is_numeric($trump)) {
            $slaId = $trump;
        } elseif ($this->getDept() && $this->getDept()->getSLAId()) {
            $slaId = $this->getDept()->getSLAId();
        } elseif ($this->getTopic() && $this->getTopic()->getSLAId()) {
            $slaId = $this->getTopic()->getSLAId();
        } else {
            $slaId = $cfg->getDefaultSLAId();
        }

        return ($slaId && $this->setSLAId($slaId)) ? $slaId : false;
    }

    //Set team ID...assign/unassign/release (id can be 0)
    function setTeamId($teamId) {
        if (!is_numeric($teamId))
            return false;

        $this->team = Team::lookup($teamId);
        return $this->save();
    }

    //Status helper.

    function setStatus($status, $comments='', &$errors=array(), $set_closing_agent=true) {
        global $thisstaff;

        if ($thisstaff && !($role = $thisstaff->getRole($this->getDeptId())))
            return false;

        if ($status && is_numeric($status))
            $status = TicketStatus::lookup($status);

        if (!$status || !$status instanceof TicketStatus)
            return false;

        // Double check permissions (when changing status)
        if ($role && $this->getStatusId()) {
            switch ($status->getState()) {
            case 'closed':
                if (!($role->hasPerm(TicketModel::PERM_CLOSE)))
                    return false;
                break;
            case 'deleted':
                // XXX: intercept deleted status and do hard delete
                if ($role->hasPerm(TicketModel::PERM_DELETE))
                    return $this->delete($comments);
                // Agent doesn't have permission to delete  tickets
                return false;
                break;
            }
        }

        $hadStatus = $this->getStatusId();
        if ($this->getStatusId() == $status->getId())
            return true;

        // Perform checks on the *new* status, _before_ the status changes
        $ecb = null;
        switch ($status->getState()) {
            case 'closed':
                // Check if ticket is closeable
                $closeable = $this->isCloseable();
                if ($closeable !== true)
                    $errors['err'] = $closeable ?: sprintf(__('%s cannot be closed'), __('This ticket'));

                if ($errors)
                    return false;

                $this->closed = $this->lastupdate = SqlFunction::NOW();
                $this->duedate = null;
                if ($thisstaff && $set_closing_agent)
                    $this->staff = $thisstaff;
                $this->clearOverdue(false);

                $ecb = function($t) use ($status) {
                    $t->logEvent('closed', array('status' => array($status->getId(), $status->getName())));
                    $t->deleteDrafts();
                };
                break;
            case 'open':
                // TODO: check current status if it allows for reopening
                if ($this->isClosed()) {
                    $this->closed = $this->lastupdate = $this->reopened = SqlFunction::NOW();
                    $ecb = function ($t) {
                        $t->logEvent('reopened', false, null, 'closed');
                    };
                }

                // If the ticket is not open then clear answered flag
                if (!$this->isOpen())
                    $this->isanswered = 0;
                break;
            default:
                return false;

        }

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

        // Log status change b4 reload — if currently has a status. (On new
        // ticket, the ticket is opened and thereafter the status is set to
        // the requested status).
        if ($hadStatus) {
            $alert = false;
            if ($comments) {
                // Send out alerts if comments are included
                $alert = true;
                $this->logNote(__('Status Changed'), $comments, $thisstaff, $alert);
            }
        }
        // Log events via callback
        if ($ecb)
            $ecb($this);
        elseif ($hadStatus)
            // Don't log the initial status change
            $this->logEvent('edited', array('status' => $status->getId()));

        return true;
    }

    function setState($state, $alerts=false) {
        switch (strtolower($state)) {
        case 'open':
            return $this->setStatus('open');
        case 'closed':
            return $this->setStatus('closed');
        case 'answered':
            return $this->setAnsweredState(1);
        case 'unanswered':
            return $this->setAnsweredState(0);
        case 'overdue':
            return $this->markOverdue();
        case 'notdue':
            return $this->clearOverdue();
        case 'unassined':
            return $this->unassign();
        }
        // FIXME: Throw and excception and add test cases
        return false;
    }




    function setAnsweredState($isanswered) {
        $this->isanswered = $isanswered;
        return $this->save();
    }

    function reopen() {
        global $cfg;

        if (!$this->isClosed())
            return false;

        // Set status to open based on current closed status settings
        // If the closed status doesn't have configured "reopen" status then use the
        // the default ticket status.
        if (!($status=$this->getStatus()->getReopenStatus()))
            $status = $cfg->getDefaultTicketStatusId();

        return $status ? $this->setStatus($status) : false;
    }

    function onNewTicket($message, $autorespond=true, $alertstaff=true) {
        global $cfg;

        //Log stuff here...

        if (!$autorespond && !$alertstaff)
            return true; //No alerts to send.

        /* ------ SEND OUT NEW TICKET AUTORESP && ALERTS ----------*/

        if(!$cfg
            || !($dept=$this->getDept())
            || !($tpl = $dept->getTemplate())
            || !($email=$dept->getAutoRespEmail())
        ) {
            return false;  //bail out...missing stuff.
        }

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

        //Send auto response - if enabled.
        if ($autorespond
            && $cfg->autoRespONNewTicket()
            && $dept->autoRespONNewTicket()
            && ($msg = $tpl->getAutoRespMsgTemplate())
        ) {
            $msg = $this->replaceVars(
                $msg->asArray(),
                array('message' => $message,
                      'recipient' => $this->getOwner(),
                      'signature' => ($dept && $dept->isPublic())?$dept->getSignature():''
                )
            );
            $email->sendAutoReply($this->getOwner(), $msg['subj'], $msg['body'],
                null, $options);
        }

        // Send alert to out sleepy & idle staff.
        if ($alertstaff
            && $cfg->alertONNewTicket()
            && ($email=$dept->getAlertEmail())
            && ($msg=$tpl->getNewTicketAlertMsgTemplate())
        ) {
            $msg = $this->replaceVars($msg->asArray(), array('message' => $message));
            $recipients = $sentlist = array();
            // Exclude the auto responding email just incase it's from staff member.
            if ($message instanceof ThreadEntry && $message->isAutoReply())
                $sentlist[] = $this->getEmail();

            // Alert admin??
            if ($cfg->alertAdminONNewTicket()) {
                $alert = $this->replaceVars($msg, array('recipient' => 'Admin'));
                $email->sendAlert($cfg->getAdminEmail(), $alert['subj'], $alert['body'], null, $options);
                $sentlist[]=$cfg->getAdminEmail();
            }

            // Only alerts dept members if the ticket is NOT assigned.
            if ($cfg->alertDeptMembersONNewTicket() && !$this->isAssigned()) {
                if ($members = $dept->getMembersForAlerts()->all())
                    $recipients = array_merge($recipients, $members);
            }

            if ($cfg->alertDeptManagerONNewTicket() && $dept && ($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;
            }

            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 onOpenLimit($sendNotice=true) {
        global $ost, $cfg;

        //Log the limit notice as a warning for admin.
        $msg=sprintf(_S('Maximum open tickets (%1$d) reached for %2$s'),
            $cfg->getMaxOpenTickets(), $this->getEmail());
        $ost->logWarning(sprintf(_S('Maximum Open Tickets Limit (%s)'),$this->getEmail()),
            $msg);

        if (!$sendNotice || !$cfg->sendOverLimitNotice())
            return true;

        //Send notice to user.
        if (($dept = $this->getDept())
            && ($tpl=$dept->getTemplate())
            && ($msg=$tpl->getOverlimitMsgTemplate())
            && ($email=$dept->getAutoRespEmail())
        ) {
            $msg = $this->replaceVars(
                $msg->asArray(),
                array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():'')
            );

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

        $user = $this->getOwner();

        // Alert admin...this might be spammy (no option to disable)...but it is helpful..I think.
        $alert=sprintf(__('Maximum open tickets reached for %s.'), $this->getEmail())."\n"
              .sprintf(__('Open tickets: %d'), $user->getNumOpenTickets())."\n"
              .sprintf(__('Max allowed: %d'), $cfg->getMaxOpenTickets())
              ."\n\n".__("Notice sent to the user.");

        $ost->alertAdmin(__('Overlimit Notice'), $alert);

        return true;
    }

    function onResponse($response, $options=array()) {
        $this->isanswered = 1;
        $this->save();

        $vars = array_merge($options,
            array(
                'activity' => _S('New Response'),
                'threadentry' => $response
            )
        );
        $this->onActivity($vars);
    }

    /*
     * Notify collaborators on response or new message
     *
     */

    function  notifyCollaborators($entry, $vars = array()) {
        global $cfg;

        if (!$entry instanceof ThreadEntry
            || !($recipients=$this->getRecipients())
            || !($dept=$this->getDept())
            || !($tpl=$dept->getTemplate())
            || !($msg=$tpl->getActivityNoticeMsgTemplate())
            || !($email=$dept->getEmail())
        ) {
            return;
        }
        // Who posted the entry?
        $skip = array();
        if ($entry instanceof Message) {
            $poster = $entry->getUser();
            // Skip the person who sent in the message
            $skip[$entry->getUserId()] = 1;
            // Skip all the other recipients of the message
            foreach ($entry->getAllEmailRecipients() as $R) {
                foreach ($recipients as $R2) {
                    if (0 === strcasecmp($R2->getEmail(), $R->mailbox.'@'.$R->host)) {
                        $skip[$R2->getUserId()] = true;
                        break;
                    }
                }
            }
        } else {
            $poster = $entry->getStaff();
            // Skip the ticket owner
            $skip[$this->getUserId()] = 1;
        }

        $vars = array_merge($vars, array(
            'message' => (string) $entry,
            'poster' => $poster ?: _S('A collaborator'),
            )
        );

        $msg = $this->replaceVars($msg->asArray(), $vars);

        $attachments = $cfg->emailAttachments()?$entry->getAttachments():array();
        $options = array('inreplyto' => $entry->getEmailMessageId(),
                         'thread' => $entry);
        foreach ($recipients as $recipient) {
            // Skip folks who have already been included on this part of
            // the conversation
            if (isset($skip[$recipient->getUserId()]))
                continue;
            $notice = $this->replaceVars($msg, array('recipient' => $recipient));
            $email->send($recipient, $notice['subj'], $notice['body'], $attachments,
                $options);
        }
    }

    function onMessage($message, $autorespond=true) {
        global $cfg;

        $this->isanswered = 0;
        $this->lastupdate = SqlFunction::NOW();
        $this->save();


        // Reopen if closed AND reopenable
        // We're also checking autorespond flag because we don't want to
        // reopen closed tickets on auto-reply from end user. This is not to
        // confused with autorespond on new message setting
        if ($autorespond && $this->isClosed() && $this->isReopenable()) {
            $this->reopen();

            // Auto-assign to closing staff or last respondent
            // If the ticket is closed and auto-claim is not enabled then put the
            // ticket back to unassigned pool.
            if (!$cfg->autoClaimTickets()) {
                $this->setStaffId(0);
            }
            elseif (!($staff = $this->getStaff()) || !$staff->isAvailable()) {
                // Ticket has no assigned staff -  if auto-claim is enabled then
                // try assigning it to the last respondent (if available)
                // otherwise leave the ticket unassigned.
                if (($lastrep = $this->getLastRespondent())
                    && $lastrep->isAvailable()
                ) {
                    $this->setStaffId($lastrep->getId()); //direct assignment;
                }
                else {
                    // unassign - last respondent is not available.
                    $this->setStaffId(0);
                }
            }
        }

        // Figure out the user
        if ($this->getOwnerId() == $message->getUserId())
            $user = new TicketOwner(
                    User::lookup($message->getUserId()), $this);
        else
            $user = Collaborator::lookup(array(
                    'user_id' => $message->getUserId(),
                    'thread_id' => $this->getThreadId()));

        /**********   double check auto-response  ************/
        if (!$user)
            $autorespond=false;
        elseif ($autorespond && (Email::getIdByEmail($user->getEmail())))
            $autorespond=false;
        elseif ($autorespond && ($dept=$this->getDept()))
            $autorespond=$dept->autoRespONNewMessage();

        if (!$autorespond
            || !$cfg->autoRespONNewMessage()
            || !$message
        ) {
            return;  //no autoresp or alerts.
        }

        $dept = $this->getDept();
        $email = $dept->getAutoRespEmail();

        // If enabled...send confirmation to user. ( New Message AutoResponse)
        if ($email
            && ($tpl=$dept->getTemplate())
            && ($msg=$tpl->getNewMessageAutorepMsgTemplate())
        ) {
            $msg = $this->replaceVars($msg->asArray(),
                array(
                    'recipient' => $user,
                    'signature' => ($dept && $dept->isPublic())?$dept->getSignature():''
                )
            );
            $options = array(
                'inreplyto' => $message->getEmailMessageId(),
                'thread' => $message
            );
            $email->sendAutoReply($user, $msg['subj'], $msg['body'],
                null, $options);
        }
    }

    function onActivity($vars, $alert=true) {
        global $cfg, $thisstaff;

        //TODO: do some shit

        if (!$alert // Check if alert is enabled
            || !$cfg->alertONNewActivity()
            || !($dept=$this->getDept())
            || !($email=$cfg->getAlertEmail())
            || !($tpl = $dept->getTemplate())
            || !($msg=$tpl->getNoteAlertMsgTemplate())
        ) {
            return;
        }

        // Alert recipients
        $recipients = array();

        //Last respondent.
        if ($cfg->alertLastRespondentONNewActivity())
            $recipients[] = $this->getLastRespondent();

        // Assigned staff / team
        if ($cfg->alertAssignedONNewActivity()) {
            if (isset($vars['assignee'])
                    && $vars['assignee'] instanceof Staff)
                 $recipients[] = $vars['assignee'];
            elseif ($this->isOpen() && ($assignee = $this->getStaff()))
                $recipients[] = $assignee;

            if ($team = $this->getTeam())
                $recipients = array_merge($recipients, $team->getMembers());
        }

        // Dept manager
        if ($cfg->alertDeptManagerONNewActivity() && $dept && $dept->getManagerId())
            $recipients[] = $dept->getManager();

        $options = array();
        $staffId = $thisstaff ? $thisstaff->getId() : 0;
        if ($vars['threadentry'] && $vars['threadentry'] instanceof ThreadEntry) {
            $options = array(
                'inreplyto' => $vars['threadentry']->getEmailMessageId(),
                'references' => $vars['threadentry']->getEmailReferences(),
                'thread' => $vars['threadentry']);

            // Activity details
            if (!$vars['comments'])
                $vars['comments'] = $vars['threadentry'];

            // Staff doing the activity
            $staffId = $vars['threadentry']->getStaffId() ?: $staffId;
        }

        $msg = $this->replaceVars($msg->asArray(),
                array(
                    'note' => $vars['threadentry'], // For compatibility
                    'activity' => $vars['activity'],
                    'comments' => $vars['comments']));

        $isClosed = $this->isClosed();
        $sentlist=array();
        foreach ($recipients as $k=>$staff) {
            if (!is_object($staff)
                // Don't bother vacationing staff.
                || !$staff->isAvailable()
                // No need to alert the poster!
                || $staffId == $staff->getId()
                // No duplicates.
                || isset($sentlist[$staff->getEmail()])
                // Make sure staff has access to ticket
                || ($isClosed && !$this->checkStaffPerm($staff))
            ) {
                continue;
            }
            $alert = $this->replaceVars($msg, array('recipient' => $staff));
            $email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
            $sentlist[$staff->getEmail()] = 1;
        }
    }

    function onAssign($assignee, $comments, $alert=true) {
        global $cfg, $thisstaff;

        if ($this->isClosed())
            $this->reopen(); //Assigned tickets must be open - otherwise why assign?

        // Assignee must be an object of type Staff or Team
        if (!$assignee || !is_object($assignee))
            return false;

        $user_comments = (bool) $comments;
        $comments = $comments ?: _S('Ticket assignment');
        $assigner = $thisstaff ?: _S('SYSTEM (Auto Assignment)');

        //Log an internal note - no alerts on the internal note.
        if ($user_comments) {
            $note = $this->logNote(
                sprintf(_S('Ticket Assigned to %s'), $assignee->getName()),
                $comments, $assigner, false);
        }

        // See if we need to send alerts
        if (!$alert || !$cfg->alertONAssignment())
            return true; //No alerts!

        $dept = $this->getDept();
        if (!$dept
            || !($tpl = $dept->getTemplate())
            || !($email = $dept->getAlertEmail())
        ) {
            return true;
        }

        // Recipients
        $recipients = array();
        if ($assignee instanceof Staff) {
            if ($cfg->alertStaffONAssignment())
                $recipients[] = $assignee;
        } elseif (($assignee instanceof Team) && $assignee->alertsEnabled()) {
            if ($cfg->alertTeamMembersONAssignment() && ($members=$assignee->getMembers()))
                $recipients = array_merge($recipients, $members);
            elseif ($cfg->alertTeamLeadONAssignment() && ($lead=$assignee->getTeamLead()))
                $recipients[] = $lead;
        }

        // Get the message template
        if ($recipients
            && ($msg=$tpl->getAssignedAlertMsgTemplate())
        ) {
            $msg = $this->replaceVars($msg->asArray(),
                array('comments' => $comments,
                      'assignee' => $assignee,
                      'assigner' => $assigner
                )
            );
            // Send the alerts.
            $sentlist = array();
            $options = $note instanceof ThreadEntry
                ? array(
                    'inreplyto'=>$note->getEmailMessageId(),
                    'references'=>$note->getEmailReferences(),
                    'thread'=>$note)
                : array();
            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 onOverdue($whine=true, $comments="") {
        global $cfg;

        if ($whine && ($sla = $this->getSLA()) && !$sla->alertOnOverdue())
            $whine = false;

        // Check if we need to send alerts.
        if (!$whine
            || !$cfg->alertONOverdueTicket()
            || !($dept = $this->getDept())
        ) {
            return true;
        }
        // Get the message template
        if (($tpl = $dept->getTemplate())
            && ($msg=$tpl->getOverdueAlertMsgTemplate())
            && ($email = $dept->getAlertEmail())
        ) {
            $msg = $this->replaceVars($msg->asArray(),
                array('comments' => $comments)
            );
            // Recipients
            $recipients = array();
            // Assigned staff or team... if any
            if ($this->isAssigned() && $cfg->alertAssignedONOverdueTicket()) {
                if ($this->getStaffId()) {
                    $recipients[]=$this->getStaff();
                }
                elseif ($this->getTeamId()
                    && ($team = $this->getTeam())
                    && ($members = $team->getMembers())
                ) {
                    $recipients=array_merge($recipients, $members);
                }
            }
            elseif ($cfg->alertDeptMembersONOverdueTicket() && !$this->isAssigned()) {
                // Only alerts dept members if the ticket is NOT assigned.
                if ($members = $dept->getMembersForAlerts()->all())
                    $recipients = array_merge($recipients, $members);
            }
            // Always alert dept manager??
            if ($cfg->alertDeptManagerONOverdueTicket()
                && $dept && ($manager=$dept->getManager())
            ) {
                $recipients[]= $manager;
            }
            $sentlist = array();
            foreach ($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);
                $sentlist[] = $staff->getEmail();
            }
        }
        return true;
    }

    // TemplateVariable interface
    function asVar() {
       return $this->getNumber();
    }

    function getVar($tag) {
        global $cfg;

        switch(mb_strtolower($tag)) {
        case 'phone':
        case 'phone_number':
            return $this->getPhoneNumber();
            break;
        case 'auth_token':
            return $this->getOldAuthToken();
            break;
        case 'client_link':
            return sprintf('%s/view.php?t=%s',
                    $cfg->getBaseUrl(), $this->getNumber());
            break;
        case 'staff_link':
            return sprintf('%s/scp/tickets.php?id=%d', $cfg->getBaseUrl(), $this->getId());
            break;
        case 'create_date':
            return new FormattedDate($this->getCreateDate());
            break;
         case 'due_date':
            if ($due = $this->getEstDueDate())
                return new FormattedDate($due);
            break;
        case 'close_date':
            if ($this->isClosed())
                return new FormattedDate($this->getCloseDate());
            break;
        case 'last_update':
            return new FormattedDate($this->last_update);
        case 'user':
            return $this->getOwner();
        default:
            if (isset($this->_answers[$tag]))
                // The answer object is retrieved here which will
                // automatically invoke the toString() method when the
                // answer is coerced into text
                return $this->_answers[$tag];
        }
    }

    static function getVarScope() {
        $base = array(
            'assigned' => __('Assigned agent and/or 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;
    }

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

        $vars = array_merge($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 Tranfer...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())
            $this->selectSLAId();

        // 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);
        }

        //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() && !$this->isAssigned()) {
                // Only alerts dept members if the ticket is NOT assigned.
                if ($members = $dept->getMembersForAlerts()->all())
                    $recipients = array_merge($recipients, $members);
            }

            // Always alert dept manager??
            if ($cfg->alertDeptManagerONTransfer()
                && $dept
                && ($manager=$dept->getManager())
            ) {
                $recipients[] = $manager;
            }
            $sentlist = $options = array();
            if ($note) {
                $options += array(
                    'inreplyto'=>$note->getEmailMessageId(),
                    'references'=>$note->getEmailReferences(),
                    'thread'=>$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();