ticket-view.inc.php

<?php
//Note that ticket obj is initiated in tickets.php.
if(!defined('OSTSCPINC') || !$thisstaff || !is_object($ticket) || !$ticket->getId()) die('Invalid path');

//Make sure the staff is allowed to access the page.
if(!@$thisstaff->isStaff() || !$ticket->checkStaffPerm($thisstaff)) die('Access Denied');

//Re-use the post info on error...savekeyboards.org (Why keyboard? -> some people care about objects than users!!)
$info=($_POST && $errors)?Format::input($_POST):array();

//Get the goodies.
$dept  = $ticket->getDept();  //Dept
$role  = $thisstaff->getRole($dept);
$staff = $ticket->getStaff(); //Assigned or closed by..
$user  = $ticket->getOwner(); //Ticket User (EndUser)
$team  = $ticket->getTeam();  //Assigned team.
$sla   = $ticket->getSLA();
$lock  = $ticket->getLock();  //Ticket lock obj
if (!$lock && $cfg->getTicketLockMode() == Lock::MODE_ON_VIEW)
    $lock = $ticket->acquireLock($thisstaff->getId());
$mylock = ($lock && $lock->getStaffId() == $thisstaff->getId()) ? $lock : null;
$id    = $ticket->getId();    //Ticket ID.

//Useful warnings and errors the user might want to know!
if ($ticket->isClosed() && !$ticket->isReopenable())
    $warn = sprintf(
            __('Current ticket status (%s) does not allow the end user to reply.'),
            $ticket->getStatus());
elseif ($ticket->isAssigned()
        && (($staff && $staff->getId()!=$thisstaff->getId())
            || ($team && !$team->hasMember($thisstaff))
        ))
    $warn.= sprintf('&nbsp;&nbsp;<span class="Icon assignedTicket">%s</span>',
            sprintf(__('Ticket is assigned to %s'),
                implode('/', $ticket->getAssignees())
                ));

if (!$errors['err']) {

    if ($lock && $lock->getStaffId()!=$thisstaff->getId())
        $errors['err'] = sprintf(__('%s is currently locked by %s'),
                __('This ticket'),
                $lock->getStaffName());
    elseif (($emailBanned=Banlist::isBanned($ticket->getEmail())))
        $errors['err'] = __('Email is in banlist! Must be removed before any reply/response');
    elseif (!Validator::is_valid_email($ticket->getEmail()))
        $errors['err'] = __('EndUser email address is not valid! Consider updating it before responding');
}

$unbannable=($emailBanned) ? BanList::includes($ticket->getEmail()) : false;

if($ticket->isOverdue())
    $warn.='&nbsp;&nbsp;<span class="Icon overdueTicket">'.__('Marked overdue!').'</span>';

?>
<div>
    <div class="sticky bar">
       <div class="content">
        <div class="pull-right flush-right">
            <?php
            if ($thisstaff->hasPerm(Email::PERM_BANLIST)
                    || $role->hasPerm(Ticket::PERM_EDIT)
                    || ($dept && $dept->isManager($thisstaff))) { ?>
            <span class="action-button pull-right" data-placement="bottom" data-dropdown="#action-dropdown-more" data-toggle="tooltip" title="<?php echo __('More');?>">
                <i class="icon-caret-down pull-right"></i>
                <span ><i class="icon-cog"></i></span>
            </span>
            <?php
            }

            if ($role->hasPerm(Ticket::PERM_EDIT)) { ?>
                <span class="action-button pull-right"><a data-placement="bottom" data-toggle="tooltip" title="<?php echo __('Edit'); ?>" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=edit"><i class="icon-edit"></i></a></span>
            <?php
            } ?>
            <span class="action-button pull-right" data-placement="bottom" data-dropdown="#action-dropdown-print" data-toggle="tooltip" title="<?php echo __('Print'); ?>">
                <i class="icon-caret-down pull-right"></i>
                <a id="ticket-print" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print"><i class="icon-print"></i></a>
            </span>
            <div id="action-dropdown-print" class="action-dropdown anchor-right">
              <ul>
                 <li><a class="no-pjax" target="_blank" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print&notes=0"><i
                 class="icon-file-alt"></i> <?php echo __('Ticket Thread'); ?></a>
                 <li><a class="no-pjax" target="_blank" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print&notes=1"><i
                 class="icon-file-text-alt"></i> <?php echo __('Thread + Internal Notes'); ?></a>
              </ul>
            </div>
            <?php
            // Transfer
            if ($role->hasPerm(Ticket::PERM_TRANSFER)) {?>
            <span class="action-button pull-right">
            <a class="ticket-action" id="ticket-transfer" data-placement="bottom" data-toggle="tooltip" title="<?php echo __('Transfer'); ?>"
                data-redirect="tickets.php"
                href="#tickets/<?php echo $ticket->getId(); ?>/transfer"><i class="icon-share"></i></a>
            </span>
            <?php
            } ?>

            <?php
            // Assign
            if ($ticket->isOpen() && $role->hasPerm(Ticket::PERM_ASSIGN)) {?>
            <span class="action-button pull-right"
                data-dropdown="#action-dropdown-assign"
                data-placement="bottom"
                data-toggle="tooltip"
                title=" <?php echo $ticket->isAssigned() ? __('Assign') : __('Reassign'); ?>"
                >
                <i class="icon-caret-down pull-right"></i>
                <a class="ticket-action" id="ticket-assign"
                    data-redirect="tickets.php"
                    href="#tickets/<?php echo $ticket->getId(); ?>/assign"><i class="icon-user"></i></a>
            </span>
            <div id="action-dropdown-assign" class="action-dropdown anchor-right">
              <ul>
                <?php
                // Agent can claim team assigned ticket
                if (!$ticket->getStaff()
                        && (!$dept->assignMembersOnly()
                            || $dept->isMember($thisstaff))
                        ) { ?>
                 <li><a class="no-pjax ticket-action"
                    data-redirect="tickets.php"
                    href="#tickets/<?php echo $ticket->getId(); ?>/claim"><i
                    class="icon-chevron-sign-down"></i> <?php echo __('Claim'); ?></a>
                <?php
                } ?>
                 <li><a class="no-pjax ticket-action"
                    data-redirect="tickets.php"
                    href="#tickets/<?php echo $ticket->getId(); ?>/assign/agents"><i
                    class="icon-user"></i> <?php echo __('Agent'); ?></a>
                 <li><a class="no-pjax ticket-action"
                    data-redirect="tickets.php"
                    href="#tickets/<?php echo $ticket->getId(); ?>/assign/teams"><i
                    class="icon-group"></i> <?php echo __('Team'); ?></a>
              </ul>
            </div>
            <?php
            } ?>
            <div id="action-dropdown-more" class="action-dropdown anchor-right">
              <ul>
                <?php
                 if ($role->hasPerm(Ticket::PERM_EDIT)) { ?>
                    <li><a class="change-user" href="#tickets/<?php
                    echo $ticket->getId(); ?>/change-user"><i class="icon-user"></i> <?php
                    echo __('Change Owner'); ?></a></li>
                <?php
                 }

                 if($ticket->isOpen() && ($dept && $dept->isManager($thisstaff))) {

                    if($ticket->isAssigned()) { ?>
                        <li><a  class="confirm-action" id="ticket-release" href="#release"><i class="icon-user"></i> <?php
                            echo __('Release (unassign) Ticket'); ?></a></li>
                    <?php
                    }

                    if(!$ticket->isOverdue()) { ?>
                        <li><a class="confirm-action" id="ticket-overdue" href="#overdue"><i class="icon-bell"></i> <?php
                            echo __('Mark as Overdue'); ?></a></li>
                    <?php
                    }

                    if($ticket->isAnswered()) { ?>
                    <li><a class="confirm-action" id="ticket-unanswered" href="#unanswered"><i class="icon-circle-arrow-left"></i> <?php
                            echo __('Mark as Unanswered'); ?></a></li>
                    <?php
                    } else { ?>
                    <li><a class="confirm-action" id="ticket-answered" href="#answered"><i class="icon-circle-arrow-right"></i> <?php
                            echo __('Mark as Answered'); ?></a></li>
                    <?php
                    }
                } ?>
                <?php
                if ($role->hasPerm(Ticket::PERM_EDIT)) { ?>
                <li><a href="#ajax.php/tickets/<?php echo $ticket->getId();
                    ?>/forms/manage" onclick="javascript:
                    $.dialog($(this).attr('href').substr(1), 201);
                    return false"
                    ><i class="icon-paste"></i> <?php echo __('Manage Forms'); ?></a></li>
                <?php
                } ?>

                <li>

                    <?php
                    $recipients = __(' Manage Collaborators');

                    echo sprintf('<a class="collaborators manage-collaborators"
                            href="#thread/%d/collaborators"><i class="icon-group"></i>%s</a>',
                            $ticket->getThreadId(),
                            $recipients);
                   ?>
                </li>


<?php           if ($thisstaff->hasPerm(Email::PERM_BANLIST)) {
                     if(!$emailBanned) {?>
                        <li><a class="confirm-action" id="ticket-banemail"
                            href="#banemail"><i class="icon-ban-circle"></i> <?php echo sprintf(
                                Format::htmlchars(__('Ban Email <%s>')),
                                $ticket->getEmail()); ?></a></li>
                <?php
                     } elseif($unbannable) { ?>
                        <li><a  class="confirm-action" id="ticket-banemail"
                            href="#unbanemail"><i class="icon-undo"></i> <?php echo sprintf(
                                Format::htmlchars(__('Unban Email <%s>')),
                                $ticket->getEmail()); ?></a></li>
                    <?php
                     }
                  }
                  if ($role->hasPerm(Ticket::PERM_DELETE)) {
                     ?>
                    <li class="danger"><a class="ticket-action" href="#tickets/<?php
                    echo $ticket->getId(); ?>/status/delete"
                    data-redirect="tickets.php"><i class="icon-trash"></i> <?php
                    echo __('Delete Ticket'); ?></a></li>
                <?php
                 }
                ?>
              </ul>
            </div>
                <?php
                if ($role->hasPerm(Ticket::PERM_REPLY)) { ?>
                <a href="#post-reply" class="post-response action-button"
                data-placement="bottom" data-toggle="tooltip"
                title="<?php echo __('Post Reply'); ?>"><i class="icon-mail-reply"></i></a>
                <?php
                } ?>
                <a href="#post-note" id="post-note" class="post-response action-button"
                data-placement="bottom" data-toggle="tooltip"
                title="<?php echo __('Post Internal Note'); ?>"><i class="icon-file-text"></i></a>
                <?php // Status change options
                echo TicketStatus::status_options();
                ?>
           </div>
        <div class="flush-left">
             <h2><a href="tickets.php?id=<?php echo $ticket->getId(); ?>"
             title="<?php echo __('Reload'); ?>"><i class="icon-refresh"></i>
             <?php echo sprintf(__('Ticket #%s'), $ticket->getNumber()); ?></a>
            </h2>
        </div>
    </div>
  </div>
</div>
<div class="clear tixTitle has_bottom_border">
    <h3>
    <?php $subject_field = TicketForm::getInstance()->getField('subject');
        echo $subject_field->display($ticket->getSubject()); ?>
    </h3>
</div>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
    <tr>
        <td width="50%">
            <table border="0" cellspacing="" cellpadding="4" width="100%">
                <tr>
                    <th width="100"><?php echo __('Status');?>:</th>
                    <td><?php echo ($S = $ticket->getStatus()) ? $S->display() : ''; ?></td>
                </tr>
                <tr>
                    <th><?php echo __('Priority');?>:</th>
                    <td><?php echo $ticket->getPriority(); ?></td>
                </tr>
                <tr>
                    <th><?php echo __('Department');?>:</th>
                    <td><?php echo Format::htmlchars($ticket->getDeptName()); ?></td>
                </tr>
                <tr>
                    <th><?php echo __('Create Date');?>:</th>
                    <td><?php echo Format::datetime($ticket->getCreateDate()); ?></td>
                </tr>
            </table>
        </td>
        <td width="50%" style="vertical-align:top">
            <table border="0" cellspacing="" cellpadding="4" width="100%">
                <tr>
                    <th width="100"><?php echo __('User'); ?>:</th>
                    <td><a href="#tickets/<?php echo $ticket->getId(); ?>/user"
                        onclick="javascript:
                            $.userLookup('ajax.php/tickets/<?php echo $ticket->getId(); ?>/user',
                                    function (user) {
                                        $('#user-'+user.id+'-name').text(user.name);
                                        $('#user-'+user.id+'-email').text(user.email);
                                        $('#user-'+user.id+'-phone').text(user.phone);
                                        $('select#emailreply option[value=1]').text(user.name+' <'+user.email+'>');
                                    });
                            return false;
                            "><i class="icon-user"></i> <span id="user-<?php echo $ticket->getOwnerId(); ?>-name"
                            ><?php echo Format::htmlchars($ticket->getName());
                        ?></span></a>
                        <?php
                        if ($user) { ?>
                            <a href="tickets.php?<?php echo Http::build_query(array(
                                'status'=>'open', 'a'=>'search', 'uid'=> $user->getId()
                            )); ?>" title="<?php echo __('Related Tickets'); ?>"
                            data-dropdown="#action-dropdown-stats">
                            (<b><?php echo $user->getNumTickets(); ?></b>)
                            </a>
                            <div id="action-dropdown-stats" class="action-dropdown anchor-right">
                                <ul>
                                    <?php
                                    if(($open=$user->getNumOpenTickets()))
                                        echo sprintf('<li><a href="tickets.php?a=search&status=open&uid=%s"><i class="icon-folder-open-alt icon-fixed-width"></i> %s</a></li>',
                                                $user->getId(), sprintf(_N('%d Open Ticket', '%d Open Tickets', $open), $open));

                                    if(($closed=$user->getNumClosedTickets()))
                                        echo sprintf('<li><a href="tickets.php?a=search&status=closed&uid=%d"><i
                                                class="icon-folder-close-alt icon-fixed-width"></i> %s</a></li>',
                                                $user->getId(), sprintf(_N('%d Closed Ticket', '%d Closed Tickets', $closed), $closed));
                                    ?>
                                    <li><a href="tickets.php?a=search&uid=<?php echo $ticket->getOwnerId(); ?>"><i class="icon-double-angle-right icon-fixed-width"></i> <?php echo __('All Tickets'); ?></a></li>
<?php   if ($thisstaff->hasPerm(User::PERM_DIRECTORY)) { ?>
                                    <li><a href="users.php?id=<?php echo
                                    $user->getId(); ?>"><i class="icon-user
                                    icon-fixed-width"></i> <?php echo __('Manage User'); ?></a></li>
<?php   } ?>
                                </ul>
                            </div>
                            <?php
                            if ($role->hasPerm(TicketModel::PERM_EDIT)) {
                            $numCollaborators = $ticket->getThread()->getNumCollaborators();
                             if ($ticket->getThread()->getNumCollaborators())
                                $recipients = sprintf(__('%d'),
                                        $numCollaborators);
                            else
                              $recipients = 0;

                             echo sprintf('<span><a class="collaborators preview"
                                    href="#thread/%d/collaborators"><span id="t%d-recipients"><i class="icon-group"></i> (%s)</span></a></span>',
                                    $ticket->getThreadId(),
                                    $ticket->getThreadId(),
                                    $recipients);
                             }?>
<?php                   } # end if ($user) ?>
                    </td>
                </tr>
                <tr>
                    <th><?php echo __('Email'); ?>:</th>
                    <td>
                        <span id="user-<?php echo $ticket->getOwnerId(); ?>-email"><?php echo $ticket->getEmail(); ?></span>
                    </td>
                </tr>
<?php   if ($user->getOrganization()) { ?>
                <tr>
                    <th><?php echo __('Organization'); ?>:</th>
                    <td><i class="icon-building"></i>
                    <?php echo Format::htmlchars($user->getOrganization()->getName()); ?>
                        <a href="tickets.php?<?php echo Http::build_query(array(
                            'status'=>'open', 'a'=>'search', 'orgid'=> $user->getOrgId()
                        )); ?>" title="<?php echo __('Related Tickets'); ?>"
                        data-dropdown="#action-dropdown-org-stats">
                        (<b><?php echo $user->getNumOrganizationTickets(); ?></b>)
                        </a>
                            <div id="action-dropdown-org-stats" class="action-dropdown anchor-right">
                                <ul>
<?php   if ($open = $user->getNumOpenOrganizationTickets()) { ?>
                                    <li><a href="tickets.php?<?php echo Http::build_query(array(
                                        'a' => 'search', 'status' => 'open', 'orgid' => $user->getOrgId()
                                    )); ?>"><i class="icon-folder-open-alt icon-fixed-width"></i>
                                    <?php echo sprintf(_N('%d Open Ticket', '%d Open Tickets', $open), $open); ?>
                                    </a></li>
<?php   }
        if ($closed = $user->getNumClosedOrganizationTickets()) { ?>
                                    <li><a href="tickets.php?<?php echo Http::build_query(array(
                                        'a' => 'search', 'status' => 'closed', 'orgid' => $user->getOrgId()
                                    )); ?>"><i class="icon-folder-close-alt icon-fixed-width"></i>
                                    <?php echo sprintf(_N('%d Closed Ticket', '%d Closed Tickets', $closed), $closed); ?>
                                    </a></li>
                                    <li><a href="tickets.php?<?php echo Http::build_query(array(
                                        'a' => 'search', 'orgid' => $user->getOrgId()
                                    )); ?>"><i class="icon-double-angle-right icon-fixed-width"></i> <?php echo __('All Tickets'); ?></a></li>
<?php   }
        if ($thisstaff->hasPerm(User::PERM_DIRECTORY)) { ?>
                                    <li><a href="orgs.php?id=<?php echo $user->getOrgId(); ?>"><i
                                        class="icon-building icon-fixed-width"></i> <?php
                                        echo __('Manage Organization'); ?></a></li>
<?php   } ?>
                                </ul>
                            </div>
                        </td>
                    </tr>
<?php   } # end if (user->org) ?>
                <tr>
                    <th><?php echo __('Source'); ?>:</th>
                    <td><?php
                        echo Format::htmlchars($ticket->getSource());

                        if (!strcasecmp($ticket->getSource(), 'Web') && $ticket->getIP())
                            echo '&nbsp;&nbsp; <span class="faded">('.Format::htmlchars($ticket->getIP()).')</span>';
                        ?>
                    </td>
                </tr>
            </table>
        </td>
    </tr>
</table>
<br>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
    <tr>
        <td width="50%">
            <table cellspacing="0" cellpadding="4" width="100%" border="0">
                <?php
                if($ticket->isOpen()) { ?>
                <tr>
                    <th width="100"><?php echo __('Assigned To');?>:</th>
                    <td>
                        <?php
                        if($ticket->isAssigned())
                            echo Format::htmlchars(implode('/', $ticket->getAssignees()));
                        else
                            echo '<span class="faded">&mdash; '.__('Unassigned').' &mdash;</span>';
                        ?>
                    </td>
                </tr>
                <?php
                } else { ?>
                <tr>
                    <th width="100"><?php echo __('Closed By');?>:</th>
                    <td>
                        <?php
                        if(($staff = $ticket->getStaff()))
                            echo Format::htmlchars($staff->getName());
                        else
                            echo '<span class="faded">&mdash; '.__('Unknown').' &mdash;</span>';
                        ?>
                    </td>
                </tr>
                <?php
                } ?>
                <tr>
                    <th><?php echo __('SLA Plan');?>:</th>
                    <td><?php echo $sla?Format::htmlchars($sla->getName()):'<span class="faded">&mdash; '.__('None').' &mdash;</span>'; ?></td>
                </tr>
                <?php
                if($ticket->isOpen()){ ?>
                <tr>
                    <th><?php echo __('Due Date');?>:</th>
                    <td><?php echo Format::datetime($ticket->getEstDueDate()); ?></td>
                </tr>
                <?php
                }else { ?>
                <tr>
                    <th><?php echo __('Close Date');?>:</th>
                    <td><?php echo Format::datetime($ticket->getCloseDate()); ?></td>
                </tr>
                <?php
                }
                ?>
            </table>
        </td>
        <td width="50%">
            <table cellspacing="0" cellpadding="4" width="100%" border="0">
                <tr>
                    <th width="100"><?php echo __('Help Topic');?>:</th>
                    <td><?php echo Format::htmlchars($ticket->getHelpTopic()); ?></td>
                </tr>
                <tr>
                    <th nowrap><?php echo __('Last Message');?>:</th>
                    <td><?php echo Format::datetime($ticket->getLastMsgDate()); ?></td>
                </tr>
                <tr>
                    <th nowrap><?php echo __('Last Response');?>:</th>
                    <td><?php echo Format::datetime($ticket->getLastRespDate()); ?></td>
                </tr>
            </table>
        </td>
    </tr>
</table>
<br>
<?php
foreach (DynamicFormEntry::forTicket($ticket->getId()) as $form) {
    // Skip core fields shown earlier in the ticket view
    // TODO: Rewrite getAnswers() so that one could write
    //       ->getAnswers()->filter(not(array('field__name__in'=>
    //           array('email', ...))));
    $answers = $form->getAnswers()->exclude(Q::any(array(
        'field__flags__hasbit' => DynamicFormField::FLAG_EXT_STORED,
        'field__name__in' => array('subject', 'priority')
    )));
    $displayed = array();
    foreach($answers as $a) {
        if (!($v = $a->display()))
            continue;
        $displayed[] = array($a->getLocal('label'), $v);
    }
    if (count($displayed) == 0)
        continue;
    ?>
    <table class="ticket_info custom-data" cellspacing="0" cellpadding="0" width="940" border="0">
    <thead>
        <th colspan="2"><?php echo Format::htmlchars($form->getTitle()); ?></th>
    </thead>
    <tbody>
<?php
    foreach ($displayed as $stuff) {
        list($label, $v) = $stuff;
?>
        <tr>
            <td width="200"><?php
echo Format::htmlchars($label);
            ?>:</th>
            <td><?php
echo $v;
            ?></td>
        </tr>
<?php } ?>
    </tbody>
    </table>
<?php } ?>
<div class="clear"></div>

<?php
$tcount = $ticket->getThreadEntries($types)->count();
?>
<ul  class="tabs clean threads" id="ticket_tabs" >
    <li class="active"><a id="ticket-thread-tab" href="#ticket_thread"><?php
        echo sprintf(__('Ticket Thread (%d)'), $tcount); ?></a></li>
    <li><a id="ticket-tasks-tab" href="#tasks"
            data-url="<?php
        echo sprintf('#tickets/%d/tasks', $ticket->getId()); ?>"><?php
        echo __('Tasks');
        if ($ticket->getNumTasks())
            echo sprintf('&nbsp;(<span id="ticket-tasks-count">%d</span>)', $ticket->getNumTasks());
        ?></a></li>
</ul>

<div id="ticket_tabs_container">
<div id="ticket_thread" class="tab_content">

<?php
    // Render ticket thread
    $ticket->getThread()->render(
            array('M', 'R', 'N'),
            array(
                'html-id'   => 'ticketThread',
                'mode'      => Thread::MODE_STAFF,
                'sort'      => $thisstaff->thread_view_order
                )
            );
?>
<div class="clear"></div>
<?php
if ($errors['err'] && isset($_POST['a'])) {
    // Reflect errors back to the tab.
    $errors[$_POST['a']] = $errors['err'];
} elseif($msg) { ?>
    <div id="msg_notice"><?php echo $msg; ?></div>
<?php
} elseif($warn) { ?>
    <div id="msg_warning"><?php echo $warn; ?></div>
<?php
} ?>

<div class="sticky bar stop actions" id="response_options"
>
    <ul class="tabs" id="response-tabs">
        <?php
        if ($role->hasPerm(Ticket::PERM_REPLY)) { ?>
        <li class="active <?php
            echo isset($errors['reply']) ? 'error' : ''; ?>"><a
            href="#reply" id="post-reply-tab"><?php echo __('Post Reply');?></a></li>
        <?php
        } ?>
        <li><a href="#note" <?php
            echo isset($errors['postnote']) ?  'class="error"' : ''; ?>
            id="post-note-tab"><?php echo __('Post Internal Note');?></a></li>
    </ul>
    <?php
    if ($role->hasPerm(Ticket::PERM_REPLY)) { ?>
    <form id="reply" class="tab_content spellcheck exclusive save"
        data-lock-object-id="ticket/<?php echo $ticket->getId(); ?>"
        data-lock-id="<?php echo $mylock ? $mylock->getId() : ''; ?>"
        action="tickets.php?id=<?php
        echo $ticket->getId(); ?>#reply" name="reply" method="post" enctype="multipart/form-data">
        <?php csrf_token(); ?>
        <input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
        <input type="hidden" name="msgId" value="<?php echo $msgId; ?>">
        <input type="hidden" name="a" value="reply">
        <input type="hidden" name="lockCode" value="<?php echo $mylock ? $mylock->getCode() : ''; ?>">
        <table style="width:100%" border="0" cellspacing="0" cellpadding="3">
            <?php
            if ($errors['reply']) {?>
            <tr><td width="120">&nbsp;</td><td class="error"><?php echo $errors['reply']; ?>&nbsp;</td></tr>
            <?php
            }?>
           <tbody id="to_sec">
           <tr>
               <td width="120">
                   <label><strong><?php echo __('From'); ?>:</strong></label>
               </td>
               <td>
                   <?php
                   # XXX: Add user-to-name and user-to-email HTML ID#s
                   $addresses = Email::getAddresses();
                   ?>
                   <select id="from_name" name="from_name">
                     <?php
                     $sql=' SELECT email_id, email, name, smtp_host '
                         .' FROM '.EMAIL_TABLE.' WHERE smtp_active = 1';
                     if(($res=db_query($sql)) && db_num_rows($res)) {
                         while (list($id, $email, $name, $host) = db_fetch_row($res)){
                             $email=$name?"$name &lt;$email&gt;":$email;
                             ?>
                             <option value="<?php echo $id; ?>"<?php echo ($dept->getEmail()->email_id==$id)?'selected="selected"':''; ?>><?php echo $email; ?></option>
                         <?php
                         }
                     } ?>
                   </select>
               </td>
           </tr>
            <tr>
                <td width="120">
                    <label><strong><?php echo __('To'); ?>:</strong></label>
                </td>
                <td>
                    <?php
                    # XXX: Add user-to-name and user-to-email HTML ID#s
                    $to =sprintf('%s &lt;%s&gt;',
                            Format::htmlchars($ticket->getName()),
                            $ticket->getReplyToEmail());
                    $emailReply = (!isset($info['emailreply']) || $info['emailreply']);
                    ?>
                    <select id="emailreply" name="emailreply">
                        <option value="1" <?php echo $emailReply ?  'selected="selected"' : ''; ?>><?php echo $to; ?></option>
                        <option value="0" <?php echo !$emailReply ? 'selected="selected"' : ''; ?>
                        >&mdash; <?php echo __('Do Not Email Reply'); ?> &mdash;</option>
                    </select>
                </td>
            </tr>
            </tbody>
            <?php
            if(1) { //Make CC optional feature? NO, for now.
                ?>
            <tbody id="cc_sec"
                style="display:<?php echo $emailReply?  'table-row-group':'none'; ?>;">
             <tr>
                <td width="120">
                    <label><strong><?php echo __('Collaborators'); ?>:</strong></label>
                </td>
                <td>
                    <input type='checkbox' value='1' name="emailcollab"
                    id="t<?php echo $ticket->getThreadId(); ?>-emailcollab"
                        <?php echo ((!$info['emailcollab'] && !$errors) || isset($info['emailcollab']))?'checked="checked"':''; ?>
                        style="display:<?php echo $ticket->getThread()->getNumCollaborators() ? 'inline-block': 'none'; ?>;"
                        >
                    <?php
                   ?>
                </td>
             </tr>
             <?php $collaborators = $ticket->getThread()->getCollaborators();
             $cc_cids = array();
             $bcc_cids = array();
             foreach ($collaborators as $c) {
               if ($c->flags & Collaborator::FLAG_CC && $c->flags & Collaborator::FLAG_ACTIVE)
                  $cc_cids[] = $c->user_id;
                elseif (!($c->flags & Collaborator::FLAG_CC) && $c->flags & Collaborator::FLAG_ACTIVE) {
                  $bcc_cids[] = $c->user_id;
                }
             }
            ?>
             <tr>
                 <td width="160"><b><?php echo __('Cc'); ?>:</b></td>
                 <td>
                     <select name="ccs[]" id="cc_users" multiple="multiple"
                         data-placeholder="<?php echo __('Select Contacts'); ?>">
                         <option value=""></option>
                         <option value="NEW">&mdash; <?php echo __('Add New');?> &mdash;</option>
                         <?php
                         $users = User::objects();
                         foreach ($users as $u) {
                           if($u->id != $ticket->user_id && !in_array($u->getId(), $bcc_cids)) {
                         ?>
                         <option value="<?php echo $u->id; ?>" <?php
                            if (in_array($u->getId(), $cc_cids))
                              echo 'selected="selected"'; ?>><?php echo $u->getName(); ?>
                         </option>
                             <?php } } ?>
                     </select>
                     <br/><span class="error"><?php echo $errors['ccs']; ?></span>
                 </td>
             </tr>
             <tr>
               <td width="160"><b><?php echo __('Bcc'); ?>:</b></td>
               <td>
                   <select name="bccs[]" id="bcc_users" multiple="multiple"
                       data-placeholder="<?php echo __('Select Contacts'); ?>">
                       <option value=""></option>
                       <option value="NEW">&mdash; <?php echo __('Add New');?> &mdash;</option>
                       <?php
                       $users = User::objects();
                       foreach ($users as $u) {
                         if($u->id != $ticket->user_id && !in_array($u->getId(), $cc_cids)) {
                       ?>
                       <option value="<?php echo $u->id; ?>" <?php
                           if (in_array($u->getId(), $bcc_cids))
                           echo 'selected="selected"'; ?>><?php echo $u->getName(); ?>
                       </option>
                           <?php } } ?>
                   </select>
                   <br/><span class="error"><?php echo $errors['bccs']; ?></span>
               </td>
             </tr>
            </tbody>
            <?php
            } ?>
            <tbody id="resp_sec">
            <?php
            if($errors['response']) {?>
            <tr><td width="120">&nbsp;</td><td class="error"><?php echo $errors['response']; ?>&nbsp;</td></tr>
            <?php
            }?>
            <tr>
                <td width="120" style="vertical-align:top">
                    <label><strong><?php echo __('Response');?>:</strong></label>
                </td>
                <td>
<?php if ($cfg->isCannedResponseEnabled()) { ?>
                    <select id="cannedResp" name="cannedResp">
                        <option value="0" selected="selected"><?php echo __('Select a canned response');?></option>
                        <option value='original'><?php echo __('Original Message'); ?></option>
                        <option value='lastmessage'><?php echo __('Last Message'); ?></option>
                        <?php
                        if(($cannedResponses=Canned::responsesByDeptId($ticket->getDeptId()))) {
                            echo '<option value="0" disabled="disabled">
                                ------------- '.__('Premade Replies').' ------------- </option>';
                            foreach($cannedResponses as $id =>$title)
                                echo sprintf('<option value="%d">%s</option>',$id,$title);
                        }
                        ?>
                    </select>
                    <br>
<?php } # endif (canned-resonse-enabled)
                    $signature = '';
                    switch ($thisstaff->getDefaultSignatureType()) {
                    case 'dept':
                        if ($dept && $dept->canAppendSignature())
                           $signature = $dept->getSignature();
                       break;
                    case 'mine':
                        $signature = $thisstaff->getSignature();
                        break;
                    } ?>
                    <input type="hidden" name="draft_id" value=""/>
                    <textarea name="response" id="response" cols="50"
                        data-signature-field="signature" data-dept-id="<?php echo $dept->getId(); ?>"
                        data-signature="<?php
                            echo Format::htmlchars(Format::viewableImages($signature)); ?>"
                        placeholder="<?php echo __(
                        'Start writing your response here. Use canned responses from the drop-down above'
                        ); ?>"
                        rows="9" wrap="soft"
                        class="<?php if ($cfg->isRichTextEnabled()) echo 'richtext';
                            ?> draft draft-delete" <?php
    list($draft, $attrs) = Draft::getDraftAndDataAttrs('ticket.response', $ticket->getId(), $info['response']);
    echo $attrs; ?>><?php echo $_POST ? $info['response'] : $draft;
                    ?></textarea>
                <div id="reply_form_attachments" class="attachments">
                <?php
                    print $response_form->getField('attachments')->render();
                ?>
                </div>
                </td>
            </tr>
            <tr>
                <td width="120">
                    <label for="signature" class="left"><?php echo __('Signature');?>:</label>
                </td>
                <td>
                    <?php
                    $info['signature']=$info['signature']?$info['signature']:$thisstaff->getDefaultSignatureType();
                    ?>
                    <label><input type="radio" name="signature" value="none" checked="checked"> <?php echo __('None');?></label>
                    <?php
                    if($thisstaff->getSignature()) {?>
                    <label><input type="radio" name="signature" value="mine"
                        <?php echo ($info['signature']=='mine')?'checked="checked"':''; ?>> <?php echo __('My Signature');?></label>
                    <?php
                    } ?>
                    <?php
                    if($dept && $dept->canAppendSignature()) { ?>
                    <label><input type="radio" name="signature" value="dept"
                        <?php echo ($info['signature']=='dept')?'checked="checked"':''; ?>>
                        <?php echo sprintf(__('Department Signature (%s)'), Format::htmlchars($dept->getName())); ?></label>
                    <?php
                    } ?>
                </td>
            </tr>
            <tr>
                <td width="120" style="vertical-align:top">
                    <label><strong><?php echo __('Ticket Status');?>:</strong></label>
                </td>
                <td>
                    <?php
                    $outstanding = false;
                    if ($role->hasPerm(Ticket::PERM_CLOSE)
                            && is_string($warning=$ticket->isCloseable())) {
                        $outstanding =  true;
                        echo sprintf('<div class="warning-banner">%s</div>', $warning);
                    } ?>
                    <select name="reply_status_id">
                    <?php
                    $statusId = $info['reply_status_id'] ?: $ticket->getStatusId();
                    $states = array('open');
                    if ($role->hasPerm(Ticket::PERM_CLOSE) && !$outstanding)
                        $states = array_merge($states, array('closed'));

                    foreach (TicketStatusList::getStatuses(
                                array('states' => $states)) as $s) {
                        if (!$s->isEnabled()) continue;
                        $selected = ($statusId == $s->getId());
                        echo sprintf('<option value="%d" %s>%s%s</option>',
                                $s->getId(),
                                $selected
                                 ? 'selected="selected"' : '',
                                __($s->getName()),
                                $selected
                                ? (' ('.__('current').')') : ''
                                );
                    }
                    ?>
                    </select>
                </td>
            </tr>
         </tbody>
        </table>
        <p  style="text-align:center;">
            <input class="save pending" type="submit" value="<?php echo __('Post Reply');?>">
            <input class="" type="reset" value="<?php echo __('Reset');?>">
        </p>
    </form>
    <?php
    } ?>
    <form id="note" class="hidden tab_content spellcheck exclusive save"
        data-lock-object-id="ticket/<?php echo $ticket->getId(); ?>"
        data-lock-id="<?php echo $mylock ? $mylock->getId() : ''; ?>"
        action="tickets.php?id=<?php echo $ticket->getId(); ?>#note"
        name="note" method="post" enctype="multipart/form-data">
        <?php csrf_token(); ?>
        <input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
        <input type="hidden" name="locktime" value="<?php echo $cfg->getLockTime() * 60; ?>">
        <input type="hidden" name="a" value="postnote">
        <input type="hidden" name="lockCode" value="<?php echo $mylock ? $mylock->getCode() : ''; ?>">
        <table width="100%" border="0" cellspacing="0" cellpadding="3">
            <?php
            if($errors['postnote']) {?>
            <tr>
                <td width="120">&nbsp;</td>
                <td class="error"><?php echo $errors['postnote']; ?></td>
            </tr>
            <?php
            } ?>
            <tr>
                <td width="120" style="vertical-align:top">
                    <label><strong><?php echo __('Internal Note'); ?>:</strong><span class='error'>&nbsp;*</span></label>
                </td>
                <td>
                    <div>
                        <div class="faded" style="padding-left:0.15em"><?php
                        echo __('Note title - summary of the note (optional)'); ?></div>
                        <input type="text" name="title" id="title" size="60" value="<?php echo $info['title']; ?>" >
                        <br/>
                        <span class="error">&nbsp;<?php echo $errors['title']; ?></span>
                    </div>
                    <br/>
                    <div class="error"><?php echo $errors['note']; ?></div>
                    <textarea name="note" id="internal_note" cols="80"
                        placeholder="<?php echo __('Note details'); ?>"
                        rows="9" wrap="soft"
                        class="<?php if ($cfg->isRichTextEnabled()) echo 'richtext';
                            ?> draft draft-delete" <?php
    list($draft, $attrs) = Draft::getDraftAndDataAttrs('ticket.note', $ticket->getId(), $info['note']);
    echo $attrs; ?>><?php echo $_POST ? $info['note'] : $draft;
                        ?></textarea>
                <div class="attachments">
                <?php
                    print $note_form->getField('attachments')->render();
                ?>
                </div>
                </td>
            </tr>
            <tr><td colspan="2">&nbsp;</td></tr>
            <tr>
                <td width="120">
                    <label><?php echo __('Ticket Status');?>:</label>
                </td>
                <td>
                    <div class="faded"></div>
                    <select name="note_status_id">
                        <?php
                        $statusId = $info['note_status_id'] ?: $ticket->getStatusId();
                        $states = array('open');
                        if ($ticket->isCloseable() === true
                                && $role->hasPerm(Ticket::PERM_CLOSE))
                            $states = array_merge($states, array('closed'));
                        foreach (TicketStatusList::getStatuses(
                                    array('states' => $states)) as $s) {
                            if (!$s->isEnabled()) continue;
                            $selected = $statusId == $s->getId();
                            echo sprintf('<option value="%d" %s>%s%s</option>',
                                    $s->getId(),
                                    $selected ? 'selected="selected"' : '',
                                    __($s->getName()),
                                    $selected ? (' ('.__('current').')') : ''
                                    );
                        }
                        ?>
                    </select>
                    &nbsp;<span class='error'>*&nbsp;<?php echo $errors['note_status_id']; ?></span>
                </td>
            </tr>
        </table>

       <p style="text-align:center;">
           <input class="save pending" type="submit" value="<?php echo __('Post Note');?>">
           <input class="" type="reset" value="<?php echo __('Reset');?>">
       </p>
   </form>
 </div>
 </div>
</div>
<div style="display:none;" class="dialog" id="print-options">
    <h3><?php echo __('Ticket Print Options');?></h3>
    <a class="close" href=""><i class="icon-remove-circle"></i></a>
    <hr/>
    <form action="tickets.php?id=<?php echo $ticket->getId(); ?>"
        method="post" id="print-form" name="print-form" target="_blank">
        <?php csrf_token(); ?>
        <input type="hidden" name="a" value="print">
        <input type="hidden" name="id" value="<?php echo $ticket->getId(); ?>">
        <fieldset class="notes">
            <label class="fixed-size" for="notes"><?php echo __('Print Notes');?>:</label>
            <label class="inline checkbox">
            <input type="checkbox" id="notes" name="notes" value="1"> <?php echo __('Print <b>Internal</b> Notes/Comments');?>
            </label>
        </fieldset>
        <fieldset>
            <label class="fixed-size" for="psize"><?php echo __('Paper Size');?>:</label>
            <select id="psize" name="psize">
                <option value="">&mdash; <?php echo __('Select Print Paper Size');?> &mdash;</option>
                <?php
                  $psize =$_SESSION['PAPER_SIZE']?$_SESSION['PAPER_SIZE']:$thisstaff->getDefaultPaperSize();
                  foreach(Export::$paper_sizes as $v) {
                      echo sprintf('<option value="%s" %s>%s</option>',
                                $v,($psize==$v)?'selected="selected"':'', __($v));
                  }
                ?>
            </select>
        </fieldset>
        <hr style="margin-top:3em"/>
        <p class="full-width">
            <span class="buttons pull-left">
                <input type="reset" value="<?php echo __('Reset');?>">
                <input type="button" value="<?php echo __('Cancel');?>" class="close">
            </span>
            <span class="buttons pull-right">
                <input type="submit" value="<?php echo __('Print');?>">
            </span>
         </p>
    </form>
    <div class="clear"></div>
</div>
<div style="display:none;" class="dialog" id="confirm-action">
    <h3><?php echo __('Please Confirm');?></h3>
    <a class="close" href=""><i class="icon-remove-circle"></i></a>
    <hr/>
    <p class="confirm-action" style="display:none;" id="claim-confirm">
        <?php echo sprintf(__('Are you sure you want to <b>claim</b> (self assign) %s?'), __('this ticket'));?>
    </p>
    <p class="confirm-action" style="display:none;" id="answered-confirm">
        <?php echo __('Are you sure you want to flag the ticket as <b>answered</b>?');?>
    </p>
    <p class="confirm-action" style="display:none;" id="unanswered-confirm">
        <?php echo __('Are you sure you want to flag the ticket as <b>unanswered</b>?');?>
    </p>
    <p class="confirm-action" style="display:none;" id="overdue-confirm">
        <?php echo __('Are you sure you want to flag the ticket as <font color="red"><b>overdue</b></font>?');?>
    </p>
    <p class="confirm-action" style="display:none;" id="banemail-confirm">
        <?php echo sprintf(__('Are you sure you want to <b>ban</b> %s?'), $ticket->getEmail());?> <br><br>
        <?php echo __('New tickets from the email address will be automatically rejected.');?>
    </p>
    <p class="confirm-action" style="display:none;" id="unbanemail-confirm">
        <?php echo sprintf(__('Are you sure you want to <b>remove</b> %s from ban list?'), $ticket->getEmail()); ?>
    </p>
    <p class="confirm-action" style="display:none;" id="release-confirm">
        <?php echo sprintf(__('Are you sure you want to <b>unassign</b> ticket from <b>%s</b>?'), $ticket->getAssigned()); ?>
    </p>
    <p class="confirm-action" style="display:none;" id="changeuser-confirm">
        <span id="msg_warning" style="display:block;vertical-align:top">
        <?php echo sprintf(Format::htmlchars(__('%s <%s> will longer have access to the ticket')),
            '<b>'.Format::htmlchars($ticket->getName()).'</b>', Format::htmlchars($ticket->getEmail())); ?>
        </span>
        <?php echo sprintf(__('Are you sure you want to <b>change</b> ticket owner to %s?'),
            '<b><span id="newuser">this guy</span></b>'); ?>
    </p>
    <p class="confirm-action" style="display:none;" id="delete-confirm">
        <font color="red"><strong><?php echo sprintf(
            __('Are you sure you want to DELETE %s?'), __('this ticket'));?></strong></font>
        <br><br><?php echo __('Deleted data CANNOT be recovered, including any associated attachments.');?>
    </p>
    <div><?php echo __('Please confirm to continue.');?></div>
    <form action="tickets.php?id=<?php echo $ticket->getId(); ?>" method="post" id="confirm-form" name="confirm-form">