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

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

            $body=$this->replaceTemplateVars($msg['body']);
            $subj=$this->replaceTemplateVars($msg['subj']);
            $body = str_replace('%note', $note, $body);
            $body = str_replace('%message', $note, $body); //Previous versions used message.
            $body = str_replace('%assignee', $this->getAssignee(), $body);
            $body = str_replace('%assigner', ($thisstaff)?$thisstaff->getName():'System',$body);
            //recipients
            $recipients=array();
            //Assigned staff or team... if any
            // Assigning a ticket to a team when already assigned to staff disables alerts to the team (!))
            if($cfg->alertStaffONAssignment() && $this->getStaffId())
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                $recipients[]=$this->getStaff();
            elseif($this->getTeamId() && ($team=$this->getTeam())) {
                if($cfg->alertTeamMembersONAssignment() && ($members=$team->getMembers()))
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                    $recipients+=$members;
                elseif($cfg->alertTeamLeadONAssignment() && ($lead=$team->getTeamLead()))
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                    $recipients[]=$lead;
            }
            //Send the alerts.
            $sentlist=array();
            foreach( $recipients as $k=>$staff){
                if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(),$sentlist)) continue;
                $alert = str_replace('%staff', $staff->getFirstName(), $body);
                $email->send($staff->getEmail(), $subj, $alert);
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                $sentlist[] = $staff->getEmail();
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   function onOverdue($whine=true, $comments="") {
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        global $cfg;

        if($whine && ($sla=$this->getSLA()) && !$sla->alertOnOverdue())
            $whine = false;
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        //check if we need to send alerts.
        if(!$whine || !$cfg->alertONOverdueTicket())
            return true;

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

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

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

            $body=$this->replaceTemplateVars($msg['body']);
            $subj=$this->replaceTemplateVars($msg['subj']);
            $body = str_replace('%comments', $comments, $body); //Planned support.

            //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->alertDeptMembersONOverdueTicket() && !$this->isAssigned()) {
                //Only alerts dept members if the ticket is NOT assigned.
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                if(($members=$dept->getMembers()))
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                    $recipients=array_merge($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;
                $alert = str_replace("%staff",$staff->getFirstName(),$body);
                $email->send($staff->getEmail(),$subj,$alert);
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                $sentlist[] = $staff->getEmail();
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            }

        }

        return true;
    }

    //Replace base variables.
    function replaceTemplateVars($text){
        global $cfg;

        $dept = $this->getDept();
        $staff= $this->getStaff();
        $team = $this->getTeam();

        //TODO: add new vars (team, sla...etc)


        $search = array('/%id/','/%ticket/','/%email/','/%name/','/%subject/','/%topic/','/%phone/','/%status/','/%priority/',
                        '/%dept/','/%assigned_staff/','/%createdate/','/%duedate/','/%closedate/','/%url/');
        $replace = array($this->getId(),
                         $this->getExtId(),
                         $this->getEmail(),
                         $this->getName(),
                         $this->getSubject(),
                         $this->getHelpTopic(),
                         $this->getPhoneNumber(),
                         $this->getStatus(),
                         $this->getPriority(),
                         ($dept?$dept->getName():''),
                         ($staff?$staff->getName():''),
                         Format::db_daydatetime($this->getCreateDate()),
                         Format::db_daydatetime($this->getDueDate()),
                         Format::db_daydatetime($this->getCloseDate()),
                         $cfg->getBaseUrl());
        return preg_replace($search,$replace,$text);
    }




    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;

        $sql='UPDATE '.TICKET_TABLE.' SET isoverdue=1, updated=NOW() '
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            .' WHERE ticket_id='.db_input($this->getId());

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

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

    //Dept Tranfer...with alert.. done by staff 
    function transfer($deptId, $comments, $alert = true) {
        global $cfg, $thisstaff;
      
        if(!$this->setDeptId($deptId))
            return false;
         
        // Change to SLA of the new department
        $this->selectSLAId();
         $currentDept = $this->getDeptName(); //XXX: add to olddept to tpl vars??

         // Reopen ticket if closed 
         if($this->isClosed())
             $this->reopen();
        
         $this->reload(); //reload - new dept!!
         $this->logEvent('transferred');
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         //Send out alerts if enabled AND requested
         if(!$alert || !$cfg->alertONTransfer() || !($dept=$this->getDept())) return true; //no alerts!!


         //Get template.
         if(!($tpl = $dept->getTemplate()))
             $tpl= $cfg->getDefaultTemplate();
        
         //Email to use!
         if(!($email=$cfg->getAlertEmail()))
             $email =$cfg->getDefaultEmail();
                
         //Get the message template 
         if($tpl && ($msg=$tpl->getTransferAlertMsgTemplate()) && $email) {
            
             $body=$this->replaceTemplateVars($msg['body']);
             $subj=$this->replaceTemplateVars($msg['subj']);
             $body = str_replace('%note', $comments, $body);
                        
            //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()))
                    $recipients+=$members;
            } elseif($cfg->alertDeptMembersONTransfer() && !$this->isAssigned()) {
                //Only alerts dept members if the ticket is NOT assigned.
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                if(($members=$dept->getMembers()))
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                    $recipients+=$members;
            }

            //Always alert dept manager??
            if($cfg->alertDeptManagerONTransfer() && $dept && ($manager=$dept->getManager()))
                $recipients[]= $manager;
             
            $sentlist=array();
            foreach( $recipients as $k=>$staff){
                if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(),$sentlist)) continue;
                $alert = str_replace("%staff",$staff->getFirstName(),$body);
                $email->send($staff->getEmail(),$subj,$alert);
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                $sentlist[] = $staff->getEmail();
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            }
         }

         return true;
    }

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

        if(!is_object($staff) && !($staff=Staff::lookup($staff)))
            return false;
        
        if(!$this->setStaffId($staff->getId()))
            return false;

        $this->onAssign($note, $alert);
        $this->logEvent('assigned');
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        return true;
    }

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

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

        if(!$this->setTeamId($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);

        $this->onAssign($note, $alert);
        $this->logEvent('assigned');
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        return true;
    }

    //Assign ticket to staff or team - overloaded ID.
    function assign($assignId, $note, $alert=true) {
        global $thisstaff;

        $rv=0;
        $id=preg_replace("/[^0-9]/", "",$assignId);
        if($assignId[0]=='t') {
            $rv=$this->assignToTeam($id, $note, $alert);
        } elseif($assignId[0]=='s' || is_numeric($assignId)) {
            $alert=($thisstaff && $thisstaff->getId()==$id)?false:$alert; //No alerts on self assigned tickets!!!
            //We don't care if a team is already assigned to the ticket - staff assignment takes precedence
            $rv=$this->assignToStaff($id, $note, $alert);
        }

        return $rv;
    }
    
    //unassign primary assignee
    function unassign() {

        if(!$this->isAssigned()) //We can't release what is not assigned buddy!
            return true;

        //We're unassigning in the order of precedence.
        if($this->getStaffId())
            return $this->setStaffId(0);
        elseif($this->getTeamId())
            return $this->setTeamId(0);

        return false;
    }

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

    //Insert message from client
    function postMessage($message,$source='',$emsgid=null,$headers='',$newticket=false){
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        global $cfg;
       
        if(!$this->getId()) return 0;


            
        //Strip quoted reply...on emailed replies
        if(!strcasecmp($source, 'Email') 
                && $cfg->stripQuotedReply() 
                && ($tag=$cfg->getReplySeparator()) && strpos($msg, $tag))
            list($msg)=split($tag, $msg);


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        # XXX: Refuse auto-response messages? (via email) XXX: No - but kill our auto-responder.

        $sql='INSERT INTO '.TICKET_THREAD_TABLE.' SET created=NOW()'
            .' ,thread_type="M" '
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            .' ,ticket_id='.db_input($this->getId())
            # XXX: Put Subject header into the 'title' field
            .' ,body='.db_input(Format::striptags($message)) //Tags/code stripped...meaning client can not send in code..etc
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            .' ,source='.db_input($source?$source:$_SERVER['REMOTE_ADDR'])
            .' ,ip_address='.db_input($_SERVER['REMOTE_ADDR']);
    
        if(!db_query($sql) || !($msgid=db_insert_id())) return 0; //bail out....

        $this->setLastMsgId($msgid);

        if ($emsgid !== null) {
            $sql='INSERT INTO '.TICKET_EMAIL_INFO_TABLE
                .' SET message_id='.db_input($msgid)
                .', email_mid='.db_input($emsgid)
                .', headers='.db_input($headers);
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        if($newticket) return $msgid; //Our work is done...

        $autorespond = true;
        if ($autorespond && $headers && EmailFilter::isAutoResponse(Mail_Parse::splitHeaders($headers)))
            $autorespond=false;

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

        $dept = $this->getDept();

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

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

        //If enabled...send alert to staff (New Message Alert)
        if($cfg->alertONNewMessage() && $tpl && $email && ($msg=$tpl->getNewMessageAlertMsgTemplate())) {

            $body=$this->replaceTemplateVars($msg['body']);
            $subj=$this->replaceTemplateVars($msg['subj']);
            $body = str_replace("%message", $message,$body);
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            //Build list of recipients and fire the alerts.
            $recipients=array();
            //Last respondent.
            if($cfg->alertLastRespondentONNewMessage() || $cfg->alertAssignedONNewMessage())
                $recipients[]=$this->getLastRespondent();
                
            //Assigned staff if any...could be the last respondent
            
            if($this->isAssigned() && ($staff=$this->getStaff()))
                $recipients[]=$staff;
                
            //Dept manager
            if($cfg->alertDeptManagerONNewMessage() && $dept && ($manager=$dept->getManager()))
                $recipients[]=$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;
                $alert = str_replace("%staff",$staff->getFirstName(),$body);
                $email->send($staff->getEmail(),$subj,$alert);
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                $sentlist[] = $staff->getEmail();
    function postReply($vars, $errors, $alert = true) {
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        global $thisstaff,$cfg;

        if(!$thisstaff || !$thisstaff->isStaff() || !$cfg) return 0;

        if(!$vars['msgId'])
            $errors['msgId'] ='Missing messageId - internal error';
        if(!$vars['response'])
            $errors['response'] = 'Response message required';
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        if($errors) return 0;

        $sql='INSERT INTO '.TICKET_THREAD_TABLE.' SET created=NOW() '
            .' ,thread_type="R"'
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            .' ,ticket_id='.db_input($this->getId())
            .' ,pid='.db_input($vars['msgId'])
            .' ,body='.db_input(Format::striptags($vars['response']))
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            .' ,staff_id='.db_input($thisstaff->getId())
            .' ,poster='.db_input($thisstaff->getName())
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            .' ,ip_address='.db_input($thisstaff->getIP());

        if(!db_query($sql) || !($respId=db_insert_id()))
            return false;

        //Set status - if checked.
        if(isset($vars['reply_ticket_status']) && $vars['reply_ticket_status'])
            $this->setStatus($vars['reply_ticket_status']);

        /* We can NOT recover from attachment related failures at this point */
        $attachments = array();
        //Web based upload.. note that we're not "validating" attachments on response.
        if($_FILES['attachments'] && ($files=Format::files($_FILES['attachments'])))
            $attachments=$this->uploadAttachments($files, $respId, 'R');
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        //Canned attachments...
        if($vars['cannedattachments'] && is_array($vars['cannedattachments'])) {
            foreach($vars['cannedattachments'] as $fileId)
                if($fileId && $this->saveAttachment($fileId, $respId, 'R'))
                    $attachments[] = $fileId;
        }
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        $this->onResponse(); //do house cleaning..
        $this->reload();

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

        $dept = $this->getDept();

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

        if(!$dept || !($email=$dept->getEmail()))
            $email = $cfg->getDefaultEmail();
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        if($tpl && ($msg=$tpl->getReplyMsgTemplate()) && $email) {
            $body=$this->replaceTemplateVars($msg['body']);
            $subj=$this->replaceTemplateVars($msg['subj']);
            $body = str_replace('%response',$vars['response'],$body);

            if($vars['signature']=='mine')
                $signature=$thisstaff->getSignature();
            elseif($vars['signature']=='dept' && $dept && $dept->isPublic())
                $signature=$dept->getSignature();
            else
                $signature='';

            $body = str_replace("%signature",$signature,$body);

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

            //Set attachments if emailing.
            $attachments =($cfg->emailAttachments() && $attachments)?$this->getAttachments($respId,'R'):array();
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            //TODO: setup  5 param (options... e.g mid trackable on replies)
            $email->send($this->getEmail(), $subj, $body, $attachments);
        }

        return $respId;
    }

    //Activity log - saved as internal notes WHEN enabled!!
    function logActivity($title,$note){
        global $cfg;

        if(!$cfg || !$cfg->logTicketActivity())
            return 0;

        return $this->postNote($title,$note,false,'System');
    // History log -- used for statistics generation (pretty reports)
    function logEvent($state, $annul=null, $staff=null) {
        global $thisstaff;

        if ($staff === null) {
            if ($thisstaff) $staff=$thisstaff->getUserName();
            else $staff='SYSTEM';               # XXX: Security Violation ?
        }
        # Annul previous entries if requested (for instance, reopening a
        # ticket will annul an 'closed' entry). This will be useful to
        # easily prevent repeated statistics.
        if ($annul) {
            db_query('UPDATE '.TICKET_EVENT_TABLE.' SET annulled=1'
                .' WHERE ticket_id='.db_input($this->getId())
                  .' AND state='.db_input($annul));
        }
        return db_query('INSERT INTO '.TICKET_EVENT_TABLE
            .' SET ticket_id='.db_input($this->getId())
            .', staff_id='.db_input($this->getStaffId())
            .', team_id='.db_input($this->getTeamId())
            .', dept_id='.db_input($this->getDeptId())
            .', topic_id='.db_input($this->getTopicId())
            .', timestamp=NOW(), state='.db_input($state)
            .', staff='.db_input($staff))
            && db_affected_rows() == 1;
    }

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    //Insert Internal Notes 
    function postNote($title,$note,$alert=true,$poster='') {        
        global $thisstaff,$cfg;
        $poster=($poster || !$thisstaff)?$poster:$thisstaff->getName();
        $sql= 'INSERT INTO '.TICKET_THREAD_TABLE.' SET created=NOW() '.
                ',thread_type="N"'.
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                ',ticket_id='.db_input($this->getId()).
                ',title='.db_input(Format::striptags($title)).
                ',body='.db_input(Format::striptags($note)).
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                ',staff_id='.db_input($thisstaff?$thisstaff->getId():0).
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        //echo $sql;
        if(!db_query($sql) || !($id=db_insert_id()))
            return false;

        // If alerts are not enabled then return a success.
        if(!$alert || !$cfg->alertONNewNote() || !($dept=$this->getDept()))
            return $id;
        
        if(!($tpl = $dept->getTemplate()))
            $tpl= $cfg->getDefaultTemplate();

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


        if($tpl && ($msg=$tpl->getNoteAlertMsgTemplate()) && $email) {
                    
            $body=$this->replaceTemplateVars($msg['body']);
            $subj=$this->replaceTemplateVars($msg['subj']);
            $body = str_replace('%note',"$title\n\n$note",$body);
            # TODO: Support a variable replacement of the staff writing the
            #       note
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            // Alert recipients    
            $recipients=array();
            
            //Last respondent.
            if($cfg->alertLastRespondentONNewNote())
                $recipients[]=$this->getLastRespondent();
            
            //Assigned staff if any...could be the last respondent
            if($cfg->alertAssignedONNewNote() && $this->isAssigned() && $this->getStaffId())
                $recipients[]=$this->getStaff();
                
            //Dept manager
            if($cfg->alertDeptManagerONNewNote() && $dept && $dept->getManagerId())
                $recipients[]=$dept->getManager();

            $sentlist=array();
            foreach( $recipients as $k=>$staff) {
                if(!$staff || !is_object($staff) || !$staff->getEmail() || !$staff->isAvailable()) continue;
                if(in_array($staff->getEmail(),$sentlist) || ($thisstaff && $thisstaff->getId()==$staff->getId())) continue; 
                $alert = str_replace('%staff',$staff->getFirstName(),$body);
                $email->send($staff->getEmail(),$subj,$alert);
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                $sentlist[] = $staff->getEmail();
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    //Print ticket... export the ticket thread as PDF.
    function pdfExport($psize='Letter', $notes=false) {
        $pdf = new Ticket2PDF($this, $psize, $notes);
        $name='Ticket-'.$this->getExtId().'.pdf';
        $pdf->Output($name, 'I');
        //Remember what the user selected - for autoselect on the next print.
        $_SESSION['PAPER_SIZE'] = $psize;
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    //online based attached files.
    function uploadAttachments($files, $refid, $type) {
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        $uploaded=array();
        foreach($files as $file) {
            if(!$file['error'] 
                    && ($id=AttachmentFile::upload($file)) 
                    && $this->saveAttachment($id, $refid, $type))
                $uploaded[]=$id;
            elseif($file['error']!=UPLOAD_ERR_NO_FILE) { 
                
                // log file upload errors as interal notes + syslog debug.
                if($file['error'] && gettype($file['error'])=='string')
                    $error = $file['error'];
                else
                    $error ='Error #'.$file['error'];
                $this->postNote('File Upload Error', $error, false);
               
                $ost->logDebug('File Upload Error (Ticket #'.$this->getExtId().')', $error);
            }
            
        }
        
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        return $uploaded;
    }

    /*
       Save attachment to the DB. uploads (above), email or json/xml.
       
       @file is a mixed var - can be ID or file hash.
     */
    function saveAttachment($file, $refid, $type) {

        if(!$refid || !$type || !($fileId=is_numeric($file)?$file:AttachmentFile::save($file)))
            return 0;

        $sql ='INSERT INTO '.TICKET_ATTACHMENT_TABLE.' SET created=NOW() '
             .' ,ticket_id='.db_input($this->getId())
             .' ,file_id='.db_input($fileId)
             .' ,ref_id='.db_input($refid)
             .' ,ref_type='.db_input($type);

        return (db_query($sql) && ($id=db_insert_id()))?$id:0;
    }
    


    function deleteAttachments(){
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        $deleted=0;
        // Clear reference table
        $res=db_query('DELETE FROM '.TICKET_ATTACHMENT_TABLE.' WHERE ticket_id='.db_input($this->getId()));
        if ($res && db_affected_rows())
            $deleted = AttachmentFile::deleteOrphans();
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        return $deleted;
    }


    function delete(){
        
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        $sql='DELETE FROM '.TICKET_TABLE.' WHERE ticket_id='.$this->getId().' LIMIT 1';
        if(!db_query($sql) || !db_affected_rows())
            return false;

        db_query('DELETE FROM '.TICKET_THREAD_TABLE.' WHERE ticket_id='.db_input($this->getId()));
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        $this->deleteAttachments();
        
        return true;
    }

    function update($vars, &$errors) {

        global $cfg, $thisstaff;
        
        if(!$cfg || !$thisstaff || !$thisstaff->canEditTickets())
            return false;
         
        $fields=array();
        $fields['name']     = array('type'=>'string',   'required'=>1, 'error'=>'Name required');
        $fields['email']    = array('type'=>'email',    'required'=>1, 'error'=>'Valid email required');
        $fields['subject']  = array('type'=>'string',   'required'=>1, 'error'=>'Subject required');
        $fields['topicId']  = array('type'=>'int',      'required'=>1, 'error'=>'Help topic required');
        $fields['slaId']    = array('type'=>'int',      'required'=>1, 'error'=>'SLA required');
        $fields['priorityId'] = array('type'=>'int',    'required'=>1, 'error'=>'Priority required');
        $fields['phone']    = array('type'=>'phone',    'required'=>0, 'error'=>'Valid phone # required');
        $fields['duedate']  = array('type'=>'date',     'required'=>0, 'error'=>'Invalid date - must be MM/DD/YY');

        $fields['note']     = array('type'=>'text',     'required'=>1, 'error'=>'Reason for the update required');

        if(!Validator::process($fields, $vars, $errors) && !$errors['err'])
            $errors['err'] ='Missing or invalid data - check the errors and try again';

        if($vars['duedate']) {     
            if($this->isClosed())
                $errors['duedate']='Duedate can NOT be set on a closed ticket';
            elseif(!$vars['time'] || strpos($vars['time'],':')===false)
                $errors['time']='Select time';
            elseif(strtotime($vars['duedate'].' '.$vars['time'])===false)
                $errors['duedate']='Invalid duedate';
            elseif(strtotime($vars['duedate'].' '.$vars['time'])<=time())
                $errors['duedate']='Due date must be in the future';
        }
        
        //Make sure phone extension is valid
        if($vars['phone_ext'] ) {
            if(!is_numeric($vars['phone_ext']) && !$errors['phone'])
                $errors['phone']='Invalid phone ext.';
            elseif(!$vars['phone']) //make sure they just didn't enter ext without phone #
                $errors['phone']='Phone number required';
        }

        if($errors) return false;

        $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW() '
            .' ,email='.db_input($vars['email'])
            .' ,name='.db_input(Format::striptags($vars['name']))
            .' ,subject='.db_input(Format::striptags($vars['subject']))
            .' ,phone="'.db_input($vars['phone'],false).'"'
            .' ,phone_ext='.db_input($vars['phone_ext']?$vars['phone_ext']:NULL)
            .' ,priority_id='.db_input($vars['priorityId'])
            .' ,topic_id='.db_input($vars['topicId'])
            .' ,sla_id='.db_input($vars['slaId'])
            .' ,duedate='.($vars['duedate']?db_input(date('Y-m-d G:i',Misc::dbtime($vars['duedate'].' '.$vars['time']))):'NULL');
             
        if($vars['duedate']) { //We are setting new duedate...
            $sql.=' ,isoverdue=0';
        }
             
        $sql.=' WHERE ticket_id='.db_input($this->getId());

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

        if(!$vars['note'])
            $vars['note']=sprintf('Ticket Updated by %s', $thisstaff->getName());

        $this->postNote('Ticket Updated', $vars['note']);
        $this->reload();
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        return true;
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   /*============== Static functions. Use Ticket::function(params); ==================*/
    function getIdByExtId($extid) {
        $sql ='SELECT  ticket_id FROM '.TICKET_TABLE.' ticket WHERE ticketID='.db_input($extid);
        if(($res=db_query($sql)) && db_num_rows($res))
            list($id)=db_fetch_row($res);

        return $id;
    }


   
    function lookup($id) { //Assuming local ID is the only lookup used!
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        return ($id && is_numeric($id) && ($ticket= new Ticket($id)) && $ticket->getId()==$id)?$ticket:null;    
    }

    function lookupByExtId($id) {
        return self::lookup(self:: getIdByExtId($id));
    }

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    function genExtRandID() {
        global $cfg;

        //We can allow collissions...extId and email must be unique ...so same id with diff emails is ok..
        // But for clarity...we are going to make sure it is unique.
        $id=Misc::randNumber(EXT_TICKET_ID_LEN);
        if(db_num_rows(db_query('SELECT ticket_id FROM '.TICKET_TABLE.' WHERE ticketID='.db_input($id))))
            return Ticket::genExtRandID();

        return $id;
    }

    function getIdByMessageId($mid,$email) {

        if(!$mid || !$email)
            return 0;

        $sql='SELECT ticket.ticket_id FROM '.TICKET_TABLE. ' ticket '.
             ' LEFT JOIN '.TICKET_THREAD_TABLE.' msg USING(ticket_id) '.
             ' INNER JOIN '.TICKET_EMAIL_INFO_TABLE.' emsg ON (msg.id = emsg.message_id) '.
             ' WHERE email_mid='.db_input($mid).' AND email='.db_input($email);
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        $id=0;
        if(($res=db_query($sql)) && db_num_rows($res))
            list($id)=db_fetch_row($res);

        return $id;
    }

    function getOpenTicketsByEmail($email){

        $sql='SELECT count(*) as open FROM '.TICKET_TABLE.' WHERE status='.db_input('open').' AND email='.db_input($email);
        if(($res=db_query($sql)) && db_num_rows($res))
            list($num)=db_fetch_row($res);

        return $num;
    }

    /* Quick staff's tickets stats */ 
    function getStaffStats($staff) {
        global $cfg;
        
        /* Unknown or invalid staff */
        if(!$staff || (!is_object($staff) && !($staff=Staff::lookup($staff))) || !$staff->isStaff() || $cfg->getDBVersion())
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            return null;


        $sql='SELECT count(open.ticket_id) as open, count(answered.ticket_id) as answered '
            .' ,count(overdue.ticket_id) as overdue, count(assigned.ticket_id) as assigned, count(closed.ticket_id) as closed '
            .' FROM '.TICKET_TABLE.' ticket '
            .' LEFT JOIN '.TICKET_TABLE.' open
                ON (open.ticket_id=ticket.ticket_id AND open.status=\'open\' AND open.isanswered=0) '
            .' LEFT JOIN '.TICKET_TABLE.' answered
                ON (answered.ticket_id=ticket.ticket_id AND answered.status=\'open\' AND answered.isanswered=1) '
            .' LEFT JOIN '.TICKET_TABLE.' overdue
                ON (overdue.ticket_id=ticket.ticket_id AND overdue.status=\'open\' AND overdue.isoverdue=1) '
            .' LEFT JOIN '.TICKET_TABLE.' assigned
                ON (assigned.ticket_id=ticket.ticket_id AND assigned.status=\'open\' AND assigned.staff_id='.db_input($staff->getId()).')'
            .' LEFT JOIN '.TICKET_TABLE.' closed
                ON (closed.ticket_id=ticket.ticket_id AND closed.status=\'closed\' AND closed.staff_id='.db_input($staff->getId()).')'
            .' WHERE (ticket.staff_id='.db_input($staff->getId());

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        if(($teams=$staff->getTeams()))
            $sql.=' OR ticket.team_id IN('.implode(',', array_filter($teams)).')';

        if(!$staff->showAssignedOnly() && ($depts=$staff->getDepts())) //Staff with limited access just see Assigned tickets.
            $sql.=' OR ticket.dept_id IN('.implode(',', $depts).') ';
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        $sql.=')';

        if(!$cfg || !($cfg->showAssignedTickets() || $staff->showAssignedTickets()))
            $sql.=' AND (ticket.staff_id=0 OR ticket.staff_id='.db_input($staff->getId()).') ';

     
        return db_fetch_array(db_query($sql));
    }


    /* Quick client's tickets stats 
       @email - valid email. 
     */
    function getClientStats($email) {

        if(!$email || !Validator::is_email($email))
            return null;

        $sql='SELECT count(open.ticket_id) as open, count(closed.ticket_id) as closed '
            .' FROM '.TICKET_TABLE.' ticket '
            .' LEFT JOIN '.TICKET_TABLE.' open
                ON (open.ticket_id=ticket.ticket_id AND open.status=\'open\') '
            .' LEFT JOIN '.TICKET_TABLE.' closed
                ON (closed.ticket_id=ticket.ticket_id AND closed.status=\'closed\')'
            .' WHERE ticket.email='.db_input($email);

        return db_fetch_array(db_query($sql));
    }

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    /*
     * The mother of all functions...You break it you fix it!
     *
     *  $autorespond and $alertstaff overwrites config settings...
    function create($vars, &$errors, $origin, $autorespond=true, $alertstaff=true) {
        global $ost, $cfg, $thisclient, $_FILES;
        //Check for 403
        if ($vars['email']  && Validator::is_email($vars['email'])) {

            //Make sure the email address is not banned
            if(EmailFilter::isBanned($vars['email'])) {
                $errors['err']='Ticket denied. Error #403';
                $ost->logWarning('Ticket denied', 'Banned email - '.$vars['email']);
                return 0;
            }

            //Make sure the open ticket limit hasn't been reached. (LOOP CONTROL)
            if($cfg->getMaxOpenTickets()>0 && strcasecmp($origin,'staff') 
                    && ($client=Client::lookupByEmail($vars['email']))
                    && ($openTickets=$client->getNumOpenTickets())
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                    && ($openTickets>=$cfg->getMaxOpenTickets()) ) {

                $errors['err']="You've reached the maximum open tickets allowed.";
                $ost->logWarning('Ticket denied -'.$vars['email'], 
                        sprintf('Max open tickets (%d) reached for %s ', 
                            $cfg->getMaxOpenTickets(), $vars['email']));
        }
        // Make sure email contents should not be rejected
        if (($email_filter=new EmailFilter($vars))
                && ($filter=$email_filter->shouldReject())) {
            $errors['err']='Ticket denied. Error #403';
            $ost->logWarning('Ticket denied', 
                    sprintf('Banned email - %s by filter "%s"', 
                        $vars['email'], $filter->getName()));

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        $id=0;
        $fields=array();
        $fields['name']     = array('type'=>'string',   'required'=>1, 'error'=>'Name required');
        $fields['email']    = array('type'=>'email',    'required'=>1, 'error'=>'Valid email required');
        $fields['subject']  = array('type'=>'string',   'required'=>1, 'error'=>'Subject required');
        $fields['message']  = array('type'=>'text',     'required'=>1, 'error'=>'Message required');
        switch (strtolower($origin)) {
            case 'web':
                $fields['topicId']  = array('type'=>'int',  'required'=>1, 'error'=>'Select help topic');
                break;
            case 'staff':
                $fields['deptId']   = array('type'=>'int',  'required'=>1, 'error'=>'Dept. required');
                $fields['topicId']  = array('type'=>'int',  'required'=>1, 'error'=>'Topic required');
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                $fields['duedate']  = array('type'=>'date', 'required'=>0, 'error'=>'Invalid date - must be MM/DD/YY');
            case 'api':
                $fields['source']   = array('type'=>'string', 'required'=>1, 'error'=>'Indicate source');
                break;
            case 'email':
                $fields['emailId']  = array('type'=>'int',  'required'=>1, 'error'=>'Email unknown');
                break;
            default:
                # TODO: Return error message
                $errors['err']=$errors['origin'] = 'Invalid origin given';
        $fields['priorityId']   = array('type'=>'int',      'required'=>0, 'error'=>'Invalid Priority');
        $fields['phone']        = array('type'=>'phone',    'required'=>0, 'error'=>'Valid phone # required');
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        if(!Validator::process($fields, $vars, $errors) && !$errors['err'])
            $errors['err'] ='Missing or invalid data - check the errors and try again';

        //Make sure phone extension is valid
        if($vars['phone_ext'] ) {
            if(!is_numeric($vars['phone_ext']) && !$errors['phone'])
                $errors['phone']='Invalid phone ext.';
            elseif(!$vars['phone']) //make sure they just didn't enter ext without phone # XXX: reconsider allowing!
                $errors['phone']='Phone number required';
        }

        //Make sure the due date is valid
        if($vars['duedate']){
            if(!$vars['time'] || strpos($vars['time'],':')===false)
                $errors['time']='Select time';
            elseif(strtotime($vars['duedate'].' '.$vars['time'])===false)
                $errors['duedate']='Invalid duedate';
            elseif(strtotime($vars['duedate'].' '.$vars['time'])<=time())
                $errors['duedate']='Due date must be in the future';
        }

        # Perform email filter actions on the new ticket arguments XXX: Move filter to the top and check for reject...
        if (!$errors && $email_filter) $email_filter->apply($vars);
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        # Some things will need to be unpacked back into the scope of this
        # function
        if (isset($vars['autorespond'])) $autorespond=$vars['autorespond'];

        //Any error above is fatal.
        if($errors)  return 0;
        
        // OK...just do it.
        $deptId=$vars['deptId']; //pre-selected Dept if any.
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        $priorityId=$vars['priorityId'];
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        $source=ucfirst($vars['source']);
        $topic=NULL;
        // Intenal mapping magic...see if we need to overwrite anything
        if(isset($vars['topicId']) && ($topic=Topic::lookup($vars['topicId']))) { //Ticket created via web by user/or staff
            $deptId=$deptId?$deptId:$topic->getDeptId();
            $priorityId=$priorityId?$priorityId:$topic->getPriorityId();
            if($autorespond) $autorespond=$topic->autoRespond();
            $source=$vars['source']?$vars['source']:'Web';
        }elseif($vars['emailId'] && !$vars['deptId'] && ($email=Email::lookup($vars['emailId']))) { //Emailed Tickets
            $deptId=$email->getDeptId();
            $priorityId=$priorityId?$priorityId:$email->getPriorityId();
            if($autorespond) $autorespond=$email->autoRespond();
            $email=null;
            $source='Email';
        }elseif($vars['deptId']){ //Opened by staff.
            $deptId=$vars['deptId'];
            $source=ucfirst($vars['source']);
        }

        //Last minute checks
        $priorityId=$priorityId?$priorityId:$cfg->getDefaultPriorityId();
        $deptId=$deptId?$deptId:$cfg->getDefaultDeptId();
        $topicId=$vars['topicId']?$vars['topicId']:0;
        $ipaddress=$vars['ip']?$vars['ip']:$_SERVER['REMOTE_ADDR'];
        
        //We are ready son...hold on to the rails.
        $extId=Ticket::genExtRandID();
        $sql='INSERT INTO '.TICKET_TABLE.' SET created=NOW() '
            .' ,lastmessage= NOW()'
            .' ,ticketID='.db_input($extId)
            .' ,dept_id='.db_input($deptId)
            .' ,topic_id='.db_input($topicId)
            .' ,priority_id='.db_input($priorityId)
            .' ,email='.db_input($vars['email'])
            .' ,name='.db_input(Format::striptags($vars['name']))
            .' ,subject='.db_input(Format::striptags($vars['subject']))
            .' ,phone="'.db_input($vars['phone'],false).'"'
            .' ,phone_ext='.db_input($vars['phone_ext']?$vars['phone_ext']:'')
            .' ,ip_address='.db_input($ipaddress) 
            .' ,source='.db_input($source);

        //Make sure the origin is staff - avoid firebug hack!
        if($vars['duedate'] && !strcasecmp($origin,'staff'))
             $sql.=' ,duedate='.db_input(date('Y-m-d G:i',Misc::dbtime($vars['duedate'].' '.$vars['time'])));


        if(!db_query($sql) || !($id=db_insert_id()) || !($ticket =Ticket::lookup($id)))
            return null;

        /* -------------------- POST CREATE ------------------------ */
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        if(!$cfg->useRandomIds()){
            //Sequential ticketIDs support really..really suck arse.
            $extId=$id; //To make things really easy we are going to use autoincrement ticket_id.
            db_query('UPDATE '.TICKET_TABLE.' SET ticketID='.db_input($extId).' WHERE ticket_id='.$id.' LIMIT 1'); 
            //TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable]
        $dept = $ticket->getDept();
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        //post the message.
        $msgid=$ticket->postMessage($vars['message'],$source,$vars['mid'],$vars['header'],true);