class.ticket.php

<?php
/*********************************************************************
    class.ticket.php

    The most important class! Don't play with fire please.

    Peter Rotich <peter@osticket.com>
    Copyright (c)  2006-2013 osTicket
    http://www.osticket.com

    Released under the GNU General Public License WITHOUT ANY WARRANTY.
    See LICENSE.TXT for details.

    vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
include_once(INCLUDE_DIR.'class.thread.php');
include_once(INCLUDE_DIR.'class.staff.php');
include_once(INCLUDE_DIR.'class.client.php');
include_once(INCLUDE_DIR.'class.team.php');
include_once(INCLUDE_DIR.'class.email.php');
include_once(INCLUDE_DIR.'class.dept.php');
include_once(INCLUDE_DIR.'class.topic.php');
include_once(INCLUDE_DIR.'class.lock.php');
include_once(INCLUDE_DIR.'class.file.php');
include_once(INCLUDE_DIR.'class.attachment.php');
include_once(INCLUDE_DIR.'class.pdf.php');
include_once(INCLUDE_DIR.'class.banlist.php');
include_once(INCLUDE_DIR.'class.template.php');
include_once(INCLUDE_DIR.'class.variable.php');
include_once(INCLUDE_DIR.'class.priority.php');
include_once(INCLUDE_DIR.'class.sla.php');
include_once(INCLUDE_DIR.'class.canned.php');
require_once(INCLUDE_DIR.'class.dynamic_forms.php');
require_once(INCLUDE_DIR.'class.user.php');

class Ticket {

    var $id;
    var $number;

    var $ht;

    var $lastMsgId;

    var $dept;  //Dept obj
    var $sla;   // SLA obj
    var $staff; //Staff obj
    var $client; //Client Obj
    var $team;  //Team obj
    var $topic; //Topic obj
    var $tlock; //TicketLock obj

    var $thread; //Thread obj.

    function Ticket($id) {
        $this->id = 0;
        $this->load($id);
    }

    function load($id=0) {

        if(!$id && !($id=$this->getId()))
            return false;

        $sql='SELECT  ticket.*, lock_id, dept_name '
            .' ,IF(sla.id IS NULL, NULL, DATE_ADD(ticket.created, INTERVAL sla.grace_period HOUR)) as sla_duedate '
            .' ,count(attach.attach_id) as attachments '
            .' FROM '.TICKET_TABLE.' ticket '
            .' LEFT JOIN '.DEPT_TABLE.' dept ON (ticket.dept_id=dept.dept_id) '
            .' LEFT JOIN '.SLA_TABLE.' sla ON (ticket.sla_id=sla.id AND sla.isactive=1) '
            .' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ('
                .'ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW()) '
            .' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach ON ('
                .'ticket.ticket_id=attach.ticket_id) '
            .' WHERE ticket.ticket_id='.db_input($id)
            .' GROUP BY ticket.ticket_id';

        //echo $sql;
        if(!($res=db_query($sql)) || !db_num_rows($res))
            return false;


        $this->ht = db_fetch_array($res);

        $this->id       = $this->ht['ticket_id'];
        $this->number   = $this->ht['ticketID'];

        $this->loadDynamicData();

        //Reset the sub classes (initiated ondemand)...good for reloads.
        $this->staff = null;
        $this->client = null;
        $this->team  = null;
        $this->dept = null;
        $this->sla = null;
        $this->tlock = null;
        $this->stats = null;
        $this->topic = null;
        $this->thread = null;

        //REQUIRED: Preload thread obj - checked on lookup!
        $this->getThread();

        return true;
    }

    function loadDynamicData() {
        $this->_answers = array();
        foreach (DynamicFormEntry::forTicket($this->getId()) as $form)
            foreach ($form->getAnswers() as $answer)
                $this->_answers[$answer->getField()->get('name')] =
                    $answer->getValue();
    }

    function reload() {
        return $this->load();
    }

    function isOpen() {
        return (strcasecmp($this->getStatus(),'Open')==0);
    }

    function isReopened() {
        return ($this->getReopenDate());
    }

    function isClosed() {
        return (strcasecmp($this->getStatus(),'Closed')==0);
    }

    function isAssigned() {
        return ($this->isOpen() && ($this->getStaffId() || $this->getTeamId()));
    }

    function isOverdue() {
        return ($this->ht['isoverdue']);
    }

    function isAnswered() {
       return ($this->ht['isanswered']);
    }

    function isLocked() {
        return ($this->getLockId());
    }

    function checkStaffAccess($staff) {

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

        return ((!$staff->showAssignedOnly() && $staff->canAccessDept($this->getDeptId()))
                 || ($this->getTeamId() && $staff->isTeamMember($this->getTeamId()))
                 || $staff->getId()==$this->getStaffId());
    }

    function checkClientAccess($client) {
        global $cfg;

        if(!is_object($client) && !($client=Client::lookup($client)))
            return false;

        if(!strcasecmp($client->getEmail(), $this->getEmail()))
            return true;

        return ($cfg && $cfg->showRelatedTickets()
            && $client->getTicketId()==$this->getExtId());
    }

    //Getters
    function getId() {
        return  $this->id;
    }

    function getExtId() {
        return  $this->getNumber();
    }

    function getNumber() {
        return $this->number;
    }

    function getOwnerId() {
        return $this->ht['user_id'];
    }

    function getOwner() {
        if (!isset($this->user))
            $this->user = User::lookup($this->getOwnerId());
        return $this->user;
    }

    function getEmail(){
        if ($o = $this->getOwner())
            return $o->getEmail();
        return null;
    }

    function getReplyToEmail() {
        if ($this->ht['user_email_id']) {
            if (!isset($this->reply_email))
                $this->reply_email = UserEmail::lookup($this->ht['user_email_id']);
            return $this->reply_email->address;
        }
        else {
            return $this->getEmail();
        }
    }

    function getAuthToken() {
        # XXX: Support variable email address (for CCs)
        return md5($this->getId() . $this->getEmail() . SECRET_SALT);
    }

    function getName(){
        if ($o = $this->getOwner())
            return $o->getName();
        return null;
    }

    function getSubject() {
        return $this->_answers['subject'];
    }

    /* Help topic title  - NOT object -> $topic */
    function getHelpTopic() {

        if(!$this->ht['helptopic'] && ($topic=$this->getTopic()))
            $this->ht['helptopic'] = $topic->getName();

        return $this->ht['helptopic'];
    }

    function getCreateDate() {
        return $this->ht['created'];
    }

    function getOpenDate() {
        return $this->getCreateDate();
    }

    function getReopenDate() {
        return $this->ht['reopened'];
    }

    function getUpdateDate() {
        return $this->ht['updated'];
    }

    function getDueDate() {
        return $this->ht['duedate'];
    }

    function getSLADueDate() {
        return $this->ht['sla_duedate'];
    }

    function getEstDueDate() {

        //Real due date
        if(($duedate=$this->getDueDate()))
            return $duedate;

        //return sla due date (If ANY)
        return $this->getSLADueDate();
    }

    function getCloseDate() {
        return $this->ht['closed'];
    }

    function getStatus() {
        return $this->ht['status'];
    }

    function getDeptId() {
       return $this->ht['dept_id'];
    }

    function getDeptName() {

        if(!$this->ht['dept_name'] && ($dept = $this->getDept()))
            $this->ht['dept_name'] = $dept->getName();

       return $this->ht['dept_name'];
    }

    function getPriorityId() {
        global $cfg;

        if ($a = $this->_answers['priority'])
            return $a->getId();
        return $cfg->getDefaultPriorityId();
    }

    function getPriority() {
        if ($a = $this->_answers['priority'])
            return $a->getDesc();
        return '...ummm...';
    }

    function getPhone() {
        list($phone, $ext) = explode(" ", $this->_answers['phone'], 2);
        return $phone;
    }

    function getPhoneExt() {
        list($phone, $ext) = explode(" ", $this->_answers['phone'], 2);
        return $ext;
    }

    function getPhoneNumber() {
        return $this->_answers['phone'];
    }

    function getSource() {
        return $this->ht['source'];
    }

    function getIP() {
        return $this->ht['ip_address'];
    }

    function getHashtable() {
        return $this->ht;
    }

    function getUpdateInfo() {

        $info=array('phone' =>  $this->getPhone(),
                    'phone_ext' =>  $this->getPhoneExt(),
                    'source'    =>  $this->getSource(),
                    'topicId'   =>  $this->getTopicId(),
                    'priorityId'    =>  $this->getPriorityId(),
                    'slaId' =>  $this->getSLAId(),
                    'duedate'   =>  $this->getDueDate()?(Format::userdate('m/d/Y', Misc::db2gmtime($this->getDueDate()))):'',
                    'time'  =>  $this->getDueDate()?(Format::userdate('G:i', Misc::db2gmtime($this->getDueDate()))):'',
                    );

        return $info;
    }

    function getLockId() {
        return $this->ht['lock_id'];
    }

    function getLock() {

        if(!$this->tlock && $this->getLockId())
            $this->tlock= TicketLock::lookup($this->getLockId(), $this->getId());

        return $this->tlock;
    }

    function acquireLock($staffId, $lockTime) {

        if(!$staffId or !$lockTime) //Lockig disabled?
            return null;

        //Check if the ticket is already locked.
        if(($lock=$this->getLock()) && !$lock->isExpired()) {
            if($lock->getStaffId()!=$staffId) //someone else locked the ticket.
                return null;

            //Lock already exits...renew it
            $lock->renew($lockTime); //New clock baby.

            return $lock;
        }
        //No lock on the ticket or it is expired
        $this->tlock = null; //clear crap
        $this->ht['lock_id'] = TicketLock::acquire($this->getId(), $staffId, $lockTime); //Create a new lock..
        //load and return the newly created lock if any!
        return $this->getLock();
    }

    function getDept() {

        if(!$this->dept && $this->getDeptId())
            $this->dept= Dept::lookup($this->getDeptId());

        return $this->dept;
    }

    function getClient() {

        if(!$this->client)
            $this->client = Client::lookup($this->getExtId(), $this->getEmail());

        return $this->client;
    }

    function getStaffId() {
        return $this->ht['staff_id'];
    }

    function getStaff() {

        if(!$this->staff && $this->getStaffId())
            $this->staff= Staff::lookup($this->getStaffId());

        return $this->staff;
    }

    function getTeamId() {
        return $this->ht['team_id'];
    }

    function getTeam() {

        if(!$this->team && $this->getTeamId())
            $this->team = Team::lookup($this->getTeamId());

        return $this->team;
    }

    function getAssignee() {

        if($staff=$this->getStaff())
            return $staff->getName();

        if($team=$this->getTeam())
            return $team->getName();

        return '';
    }

    function getAssignees() {

        $assignees=array();
        if($staff=$this->getStaff())
            $assignees[] = $staff->getName();

        if($team=$this->getTeam())
            $assignees[] = $team->getName();

        return $assignees;
    }

    function getAssigned($glue='/') {
        $assignees = $this->getAssignees();
        return $assignees?implode($glue, $assignees):'';
    }

    function getTopicId() {
        return $this->ht['topic_id'];
    }

    function getTopic() {

        if(!$this->topic && $this->getTopicId())
            $this->topic = Topic::lookup($this->getTopicId());

        return $this->topic;
    }


    function getSLAId() {
        return $this->ht['sla_id'];
    }

    function getSLA() {

        if(!$this->sla && $this->getSLAId())
            $this->sla = SLA::lookup($this->getSLAId());

        return $this->sla;
    }

    function getLastRespondent() {

        $sql ='SELECT  resp.staff_id '
             .' FROM '.TICKET_THREAD_TABLE.' resp '
             .' LEFT JOIN '.STAFF_TABLE. ' USING(staff_id) '
             .' WHERE  resp.ticket_id='.db_input($this->getId()).' AND resp.staff_id>0 '
             .'   AND  resp.thread_type="R"'
             .' ORDER BY resp.created DESC LIMIT 1';

        if(!($res=db_query($sql)) || !db_num_rows($res))
            return null;

        list($id)=db_fetch_row($res);

        return Staff::lookup($id);

    }

    function getLastMessageDate() {
        return $this->ht['lastmessage'];
    }

    function getLastMsgDate() {
        return $this->getLastMessageDate();
    }

    function getLastResponseDate() {
        return $this->ht['lastresponse'];
    }

    function getLastRespDate() {
        return $this->getLastResponseDate();
    }


    function getLastMsgId() {
        return $this->lastMsgId;
    }

    function getLastMessage() {

        if($this->getLastMsgId())
            return Message::lookup($this->getLastMsgId(), $this->getId());

        return Message::lastByTicketId($this->getId());
    }

    function getThread() {

        if(!$this->thread)
            $this->thread = Thread::lookup($this);

        return $this->thread;
    }

    function getThreadCount() {
        return $this->getNumMessages() + $this->getNumResponses();
    }

    function getNumMessages() {
        return $this->getThread()->getNumMessages();
    }

    function getNumResponses() {
        return $this->getThread()->getNumResponses();
    }

    function getNumNotes() {
        return $this->getThread()->getNumNotes();
    }

    function getMessages() {
        return $this->getThreadEntries('M');
    }

    function getResponses() {
        return $this->getThreadEntries('R');
    }

    function getNotes() {
        return $this->getThreadEntries('N');
    }

    function getClientThread() {
        return $this->getThreadEntries(array('M', 'R'));
    }

    function getThreadEntry($id) {
        return $this->getThread()->getEntry($id);
    }

    function getThreadEntries($type, $order='') {
        return $this->getThread()->getEntries($type, $order);
    }



    /* -------------------- Setters --------------------- */
    function setLastMsgId($msgid) {
        return $this->lastMsgId=$msgid;
    }

    //DeptId can NOT be 0. No orphans please!
    function setDeptId($deptId) {

        //Make sure it's a valid department//
        if(!($dept=Dept::lookup($deptId)) || $dept->getId()==$this->getDeptId())
            return false;


        $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), dept_id='.db_input($deptId)
            .' WHERE ticket_id='.db_input($this->getId());

        return (db_query($sql) && db_affected_rows());
    }

    //Set staff ID...assign/unassign/release (id can be 0)
    function setStaffId($staffId) {

        if(!is_numeric($staffId)) return false;

        $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), staff_id='.db_input($staffId)
            .' WHERE ticket_id='.db_input($this->getId());

        if (!db_query($sql)  || !db_affected_rows())
            return false;

        $this->staff = null;
        $this->ht['staff_id'] = $staffId;

        return true;
    }

    function setSLAId($slaId) {
        if ($slaId == $this->getSLAId()) return true;
        return db_query(
             'UPDATE '.TICKET_TABLE.' SET sla_id='.db_input($slaId)
            .' WHERE ticket_id='.db_input($this->getId()))
            && db_affected_rows();
    }
    /**
     * 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;

        $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), team_id='.db_input($teamId)
            .' WHERE ticket_id='.db_input($this->getId());

        return (db_query($sql)  && db_affected_rows());
    }

    //Status helper.
    function setStatus($status) {

        if(strcasecmp($this->getStatus(), $status)==0)
            return true; //No changes needed.

        switch(strtolower($status)) {
            case 'open':
                return $this->reopen();
                break;
            case 'closed':
                return $this->close();
                break;
        }

        return false;
    }

    function setState($state, $alerts=false) {

        switch(strtolower($state)) {
            case 'open':
                return $this->setStatus('open');
                break;
            case 'closed':
                return $this->setStatus('closed');
                break;
            case 'answered':
                return $this->setAnsweredState(1);
                break;
            case 'unanswered':
                return $this->setAnsweredState(0);
                break;
            case 'overdue':
                return $this->markOverdue();
                break;
            case 'notdue':
                return $this->clearOverdue();
                break;
            case 'unassined':
                return $this->unassign();
        }

        return false;
    }




    function setAnsweredState($isanswered) {

        $sql='UPDATE '.TICKET_TABLE.' SET isanswered='.db_input($isanswered)
            .' WHERE ticket_id='.db_input($this->getId());

        return (db_query($sql) && db_affected_rows());
    }

    //Close the ticket
    function close() {
        global $thisstaff;

        $sql='UPDATE '.TICKET_TABLE.' SET closed=NOW(),isoverdue=0, duedate=NULL, updated=NOW(), status='.db_input('closed');
        if($thisstaff) //Give the closing  staff credit.
            $sql.=', staff_id='.db_input($thisstaff->getId());

        $sql.=' WHERE ticket_id='.db_input($this->getId());

        if(!db_query($sql) || !db_affected_rows())
            return false;

        $this->reload();
        $this->logEvent('closed');

        return true;
    }

    //set status to open on a closed ticket.
    function reopen($isanswered=0) {

        $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), reopened=NOW() '
            .' ,status='.db_input('open')
            .' ,isanswered='.db_input($isanswered)
            .' WHERE ticket_id='.db_input($this->getId());

        //TODO: log reopen event here

        $this->logEvent('reopened', 'closed');
        return (db_query($sql) && db_affected_rows());
    }

    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 ----------*/

        $this->reload(); //get the new goodies.
        $dept= $this->getDept();

        if(!$dept || !($tpl = $dept->getTemplate()))
            $tpl= $cfg->getDefaultTemplate();

        if(!$tpl) return false;  //bail out...missing stuff.

        if(!$dept || !($email=$dept->getAutoRespEmail()))
            $email =$cfg->getDefaultEmail();

        $options = array('references'=>$message->getEmailMessageId());

        //Send auto response - if enabled.
        if($autorespond && $email && $cfg->autoRespONNewTicket()
                && $dept->autoRespONNewTicket()
                &&  ($msg=$tpl->getAutoRespMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(),
                    array('message' => $message,
                          'signature' => ($dept && $dept->isPublic())?$dept->getSignature():'')
                    );

            if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
                $msg['body'] ="\n$tag\n\n".$msg['body'];

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

        if(!($email=$cfg->getAlertEmail()))
            $email =$cfg->getDefaultEmail();

        //Send alert to out sleepy & idle staff.
        if($alertstaff && $email
                && $cfg->alertONNewTicket()
                && ($msg=$tpl->getNewTicketAlertMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(), array('message' => $message));

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

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

            if($cfg->alertDeptManagerONNewTicket() && $dept && ($manager=$dept->getManager()))
                $recipients[]= $manager;

            foreach( $recipients as $k=>$staff) {
                if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
                $alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
                $email->sendAlert($staff->getEmail(), $msg['subj'], $alert,
                    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('Max open tickets (%d) reached  for %s ', $cfg->getMaxOpenTickets(), $this->getEmail());
        $ost->logWarning('Max. Open Tickets Limit ('.$this->getEmail().')', $msg);

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

        //Send notice to user.
        $dept = $this->getDept();

        if(!$dept || !($tpl=$dept->getTemplate()))
            $tpl=$cfg->getDefaultTemplate();

        if(!$dept || !($email=$dept->getAutoRespEmail()))
            $email=$cfg->getDefaultEmail();

        if($tpl && ($msg=$tpl->getOverlimitMsgTemplate()) && $email) {

            $msg = $this->replaceVars($msg->asArray(),
                        array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():''));

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

        $client= $this->getClient();

        //Alert admin...this might be spammy (no option to disable)...but it is helpful..I think.
        $alert='Max. open tickets reached for '.$this->getEmail()."\n"
              .'Open ticket: '.$client->getNumOpenTickets()."\n"
              .'Max Allowed: '.$cfg->getMaxOpenTickets()."\n\nNotice sent to the user.";

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

        return true;
    }

    function onResponse() {
        db_query('UPDATE '.TICKET_TABLE.' SET isanswered=1,lastresponse=NOW(), updated=NOW() WHERE ticket_id='.db_input($this->getId()));
    }

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

        db_query('UPDATE '.TICKET_TABLE.' SET isanswered=0,lastmessage=NOW() WHERE ticket_id='.db_input($this->getId()));

        //auto-assign to closing staff or last respondent
        if(!($staff=$this->getStaff()) || !$staff->isAvailable()) {
            if($cfg->autoAssignReopenedTickets() && ($lastrep=$this->getLastRespondent()) && $lastrep->isAvailable()) {
                $this->setStaffId($lastrep->getId()); //direct assignment;
            } else {
                $this->setStaffId(0); //unassign - last respondent is not available.
            }
        }

        if($this->isClosed()) $this->reopen(); //reopen..

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


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

        $this->reload();


        if(!$dept || !($tpl = $dept->getTemplate()))
            $tpl = $cfg->getDefaultTemplate();

        if(!$dept || !($email = $dept->getAutoRespEmail()))
            $email = $cfg->getDefaultEmail();

        //If enabled...send confirmation to user. ( New Message AutoResponse)
        if($email && $tpl && ($msg=$tpl->getNewMessageAutorepMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(),
                            array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():''));

            //Reply separator tag.
            if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
                $msg['body'] ="\n$tag\n\n".$msg['body'];

            if (!$message)
                $message = $this->getLastMessage();
            $options = array('references' => $message->getEmailMessageId());
            $email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body'],
                null, $options);
        }
    }

    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;

        $this->reload();

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

        //Log an internal note - no alerts on the internal note.
        $note = $this->logNote('Ticket Assigned to '.$assignee->getName(),
            $comments, $assigner, false);

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

        $dept = $this->getDept();

        //Get template.
        if(!$dept || !($tpl = $dept->getTemplate()))
            $tpl = $cfg->getDefaultTemplate();

        //Email to use!
        if(!($email=$cfg->getAlertEmail()))
            $email = $cfg->getDefaultEmail();

        //recipients
        $recipients=array();
        if(!strcasecmp(get_class($assignee), 'Staff')) {
            if($cfg->alertStaffONAssignment())
                $recipients[] = $assignee;
        } elseif(!strcasecmp(get_class($assignee), 'Team')) {
            if($cfg->alertTeamMembersONAssignment() && ($members=$assignee->getMembers()))
                $recipients+=$members;
            elseif($cfg->alertTeamLeadONAssignment() && ($lead=$assignee->getTeamLead()))
                $recipients[] = $lead;
        }

        //Get the message template
        if($email && $recipients && $tpl && ($msg=$tpl->getAssignedAlertMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(),
                        array('comments' => $comments,
                              'assignee' => $assignee,
                              'assigner' => $assigner
                              ));

            //Send the alerts.
            $sentlist=array();
            $options = array('references' => $note->getEmailMessageId());
            foreach( $recipients as $k=>$staff) {
                if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
                $alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
                $email->sendAlert($staff->getEmail(), $msg['subj'], $alert,
                    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())
            return true;

        $dept = $this->getDept();
        //Get department-defined or default template.
        if(!$dept || !($tpl = $dept->getTemplate()))
            $tpl= $cfg->getDefaultTemplate();

        //Email to use!
        if(!($email=$cfg->getAlertEmail()))
            $email =$cfg->getDefaultEmail();