ajax.tickets.php

        elseif (!$tid
                || !($ticket=Ticket::lookup($tid))
                || !$ticket->checkStaffPerm($thisstaff))
            Http::response(404, 'Unknown ticket #');

        $role = $ticket->getRole($thisstaff);

        $info = array();
        $state = null;
        switch($status) {
            case 'open':
            case 'reopen':
                $state = 'open';
                break;
            case 'close':
                if (!$role->hasPerm(Ticket::PERM_CLOSE))
                    Http::response(403, 'Access denied');
                $state = 'closed';

                // Check if ticket is closeable
                if (is_string($closeable=$ticket->isCloseable()))
                    $info['warn'] =  $closeable;

                break;
            case 'delete':
                if (!$role->hasPerm(Ticket::PERM_DELETE))
                    Http::response(403, 'Access denied');
                $state = 'deleted';
                break;
            default:
                $state = $ticket->getStatus()->getState();
                $info['warn'] = sprintf(__('%s: Unknown or invalid'),
                        __('status'));
        }

        $info['status_id'] = $id ?: $ticket->getStatusId();

        return self::_changeTicketStatus($ticket, $state, $info);
    }

    function setTicketStatus($tid) {
        global $thisstaff, $ost;

        if (!$thisstaff)
            Http::response(403, 'Access denied');
        elseif (!$tid
                || !($ticket=Ticket::lookup($tid))
                || !$ticket->checkStaffPerm($thisstaff))
            Http::response(404, 'Unknown ticket #');

        $errors = $info = array();
        if (!$_POST['status_id']
                || !($status= TicketStatus::lookup($_POST['status_id'])))
            $errors['status_id'] = sprintf('%s %s',
                    __('Unknown or invalid'), __('status'));
        elseif ($status->getId() == $ticket->getStatusId())
            $errors['err'] = sprintf(__('Ticket already set to %s status'),
                    __($status->getName()));
        elseif (($role = $ticket->getRole($thisstaff))) {
            // Make sure the agent has permission to set the status
            switch(mb_strtolower($status->getState())) {
                case 'open':
                    if (!$role->hasPerm(Ticket::PERM_CLOSE)
                            && !$role->hasPerm(Ticket::PERM_CREATE))
                        $errors['err'] = sprintf(__('You do not have permission %s'),
                                __('to reopen tickets'));
                    break;
                case 'closed':
                    if (!$role->hasPerm(Ticket::PERM_CLOSE))
                        $errors['err'] = sprintf(__('You do not have permission %s'),
                                __('to resolve/close tickets'));
                    break;
                case 'deleted':
                    if (!$role->hasPerm(Ticket::PERM_DELETE))
                        $errors['err'] = sprintf(__('You do not have permission %s'),
                                __('to archive/delete tickets'));
                    break;
                default:
                    $errors['err'] = sprintf('%s %s',
                            __('Unknown or invalid'), __('status'));
            }
        } else {
            $errors['err'] = __('Access denied');
        }

        $state = strtolower($status->getState());

        if (!$errors && $ticket->setStatus($status, $_REQUEST['comments'], $errors)) {

            if ($state == 'deleted') {
                $msg = sprintf('%s %s',
                        sprintf(__('Ticket #%s'), $ticket->getNumber()),
                        __('deleted sucessfully')
                        );
            } elseif ($state != 'open') {
                 $msg = sprintf(__('%s status changed to %s'),
                         sprintf(__('Ticket #%s'), $ticket->getNumber()),
                         $status->getName());
            } else {
                $msg = sprintf(
                        __('%s status changed to %s'),
                        __('Ticket'),
                        $status->getName());
            }

            $_SESSION['::sysmsgs']['msg'] = $msg;

            Http::response(201, 'Successfully processed');
        } elseif (!$errors['err']) {
            $errors['err'] =  __('Error updating ticket status');
        }

        $state = $state ?: $ticket->getStatus()->getState();
        $info['status_id'] = $status
            ? $status->getId() : $ticket->getStatusId();

        return self::_changeTicketStatus($ticket, $state, $info, $errors);
    }

    function changeSelectedTicketsStatus($status, $id=0) {
        global $thisstaff, $cfg;

        if (!$thisstaff)
            Http::response(403, 'Access denied');

        $state = null;
        $info = array();
        switch($status) {
            case 'open':
            case 'reopen':
                $state = 'open';
                break;
            case 'close':
                if (!$thisstaff->hasPerm(Ticket::PERM_CLOSE, false))
                    Http::response(403, 'Access denied');
                $state = 'closed';
                break;
            case 'delete':
                if (!$thisstaff->hasPerm(Ticket::PERM_DELETE, false))
                    Http::response(403, 'Access denied');

                $state = 'deleted';
                break;
            default:
                $info['warn'] = sprintf('%s %s',
                        __('Unknown or invalid'), __('status'));
        }

        $info['status_id'] = $id;

        return self::_changeSelectedTicketsStatus($state, $info);
    }

    function setSelectedTicketsStatus($state) {
        global $thisstaff, $ost;

        $errors = $info = array();
        if (!$thisstaff || !$thisstaff->canManageTickets())
            $errors['err'] = sprintf('%s %s',
                    sprintf(__('You do not have permission %s'),
                        __('to mass manage tickets')),
                    __('Contact admin for such access'));
        elseif (!$_REQUEST['tids'] || !count($_REQUEST['tids']))
            $errors['err']=sprintf(__('You must select at least %s.'),
                    __('one ticket'));
        elseif (!($status= TicketStatus::lookup($_REQUEST['status_id'])))
            $errors['status_id'] = sprintf('%s %s',
                    __('Unknown or invalid'), __('status'));
        elseif (!$errors) {
            // Make sure the agent has permission to set the status
            switch(mb_strtolower($status->getState())) {
                case 'open':
                    if (!$thisstaff->hasPerm(Ticket::PERM_CLOSE, false)
                            && !$thisstaff->hasPerm(Ticket::PERM_CREATE, false))
                        $errors['err'] = sprintf(__('You do not have permission %s'),
                                __('to reopen tickets'));
                    break;
                case 'closed':
                    if (!$thisstaff->hasPerm(Ticket::PERM_CLOSE, false))
                        $errors['err'] = sprintf(__('You do not have permission %s'),
                                __('to resolve/close tickets'));
                    break;
                case 'deleted':
                    if (!$thisstaff->hasPerm(Ticket::PERM_DELETE, false))
                        $errors['err'] = sprintf(__('You do not have permission %s'),
                                __('to archive/delete tickets'));
                    break;
                default:
                    $errors['err'] = sprintf('%s %s',
                            __('Unknown or invalid'), __('status'));
            }
        }

        $count = count($_REQUEST['tids']);
        if (!$errors) {
            $i = 0;
            $comments = $_REQUEST['comments'];
            foreach ($_REQUEST['tids'] as $tid) {

                if (($ticket=Ticket::lookup($tid))
                        && $ticket->getStatusId() != $status->getId()
                        && $ticket->checkStaffPerm($thisstaff)
                        && $ticket->setStatus($status, $comments, $errors))
                    $i++;
            }

            if (!$i) {
                $errors['err'] = $errors['err']
                    ?: sprintf(__('Unable to change status for %s'),
                        _N('selected ticket', 'selected tickets', $count));
            }
            else {
                // Assume success
                if ($i==$count) {

                    if (!strcasecmp($status->getState(), 'deleted')) {
                        $msg = sprintf(__( 'Successfully deleted %s.'),
                                _N('selected ticket', 'selected tickets',
                                    $count));
                    } else {
                       $msg = sprintf(
                            __(
                                /* 1$ will be 'selected ticket(s)', 2$ is the new status */
                                'Successfully changed status of %1$s to %2$s'),
                            _N('selected ticket', 'selected tickets',
                                $count),
                            $status->getName());
                    }

                    $_SESSION['::sysmsgs']['msg'] = $msg;
                } else {

                    if (!strcasecmp($status->getState(), 'deleted')) {
                        $warn = sprintf(__('Successfully deleted %s.'),
                                sprintf(__('%1$d of %2$d selected tickets'),
                                    $i, $count)
                                );
                    } else {

                        $warn = sprintf(
                                __('%1$d of %2$d %3$s status changed to %4$s'),$i, $count,
                                _N('selected ticket', 'selected tickets',
                                    $count),
                                $status->getName());
                    }

                    $_SESSION['::sysmsgs']['warn'] = $warn;
                }

                Http::response(201, 'Successfully processed');
            }
        }

        return self::_changeSelectedTicketsStatus($state, $info, $errors);
    }

    function triggerThreadAction($ticket_id, $thread_id, $action) {
        $thread = ThreadEntry::lookup($thread_id);
        if (!$thread)
            Http::response(404, 'No such ticket thread entry');
        if ($thread->getThread()->getObjectId() != $ticket_id)
            Http::response(404, 'No such ticket thread entry');

        $valid = false;
        foreach ($thread->getActions() as $group=>$list) {
            foreach ($list as $name=>$A) {
                if ($A->getId() == $action) {
                    $valid = true; break;
                }
            }
        }
        if (!$valid)
            Http::response(400, 'Not a valid action for this thread');

        $thread->triggerAction($action);
    }

    private function _changeSelectedTicketsStatus($state, $info=array(), $errors=array()) {

        $count = $_REQUEST['count'] ?:
            ($_REQUEST['tids'] ?  count($_REQUEST['tids']) : 0);

        $info['title'] = sprintf(__('Change Status — %1$d %2$s selected'),
                 $count,
                 _N('ticket', 'tickets', $count)
                 );

        if (!strcasecmp($state, 'deleted')) {

            $info['warn'] = sprintf(__(
                        'Are you sure you want to DELETE %s?'),
                    _N('selected ticket', 'selected tickets', $count)
                    );

            $info['extra'] = sprintf('<strong>%s</strong>', __(
                        'Deleted tickets CANNOT be recovered, including any associated attachments.')
                    );

            $info['placeholder'] = sprintf(__(
                        'Optional reason for deleting %s'),
                    _N('selected ticket', 'selected tickets', $count));
        }

        $info['status_id'] = $info['status_id'] ?: $_REQUEST['status_id'];
        $info['comments'] = Format::htmlchars($_REQUEST['comments']);

        return self::_changeStatus($state, $info, $errors);
    }

    private function _changeTicketStatus($ticket, $state, $info=array(), $errors=array()) {

        $verb = TicketStateField::getVerb($state);

        $info['action'] = sprintf('#tickets/%d/status', $ticket->getId());
        $info['title'] = sprintf(__(
                    /* 1$ will be a verb, like 'open', 2$ will be the ticket number */
                    '%1$s Ticket #%2$s'),
                $verb ?: $state,
                $ticket->getNumber()
                );

        // Deleting?
        if (!strcasecmp($state, 'deleted')) {

            $info['placeholder'] = sprintf(__(
                        'Optional reason for deleting %s'),
                    __('this ticket'));
            $info[ 'warn'] = sprintf(__(
                        'Are you sure you want to DELETE %s?'),
                        __('this ticket'));
            //TODO: remove message below once we ship data retention plug
            $info[ 'extra'] = sprintf('<strong>%s</strong>',
                        __('Deleted tickets CANNOT be recovered, including any associated attachments.')
                        );
        }

        $info['status_id'] = $info['status_id'] ?: $ticket->getStatusId();
        $info['comments'] = Format::htmlchars($_REQUEST['comments']);

        return self::_changeStatus($state, $info, $errors);
    }

    private function _changeStatus($state, $info=array(), $errors=array()) {

        if ($info && isset($info['errors']))
            $errors = array_merge($errors, $info['errors']);

        if (!$info['error'] && isset($errors['err']))
            $info['error'] = $errors['err'];

        include(STAFFINC_DIR . 'templates/ticket-status.tmpl.php');
    }

    function tasks($tid) {
        global $thisstaff;

        if (!($ticket=Ticket::lookup($tid))
                || !$ticket->checkStaffPerm($thisstaff))
            Http::response(404, 'Unknown ticket');

         include STAFFINC_DIR . 'ticket-tasks.inc.php';
    }

    function addTask($tid, $vars=array()) {
        global $thisstaff;

        if (!($ticket=Ticket::lookup($tid)))
            Http::response(404, 'Unknown ticket');

        if (!$ticket->checkStaffPerm($thisstaff, Task::PERM_CREATE))
            Http::response(403, 'Permission denied');

        $info=$errors=array();

        // Internal form
        $iform = TaskForm::getInternalForm($_POST);
        // Due date must be before tickets due date
        if ($ticket && $ticket->getEstDueDate()
                &&  Misc::db2gmtime($ticket->getEstDueDate()) > Misc::gmtime()
                && ($f=$iform->getField('duedate'))) {
            $f->configure('max', Misc::db2gmtime($ticket->getEstDueDate()));
        }


        if ($_POST) {
            Draft::deleteForNamespace(
                    sprintf('ticket.%d.task', $ticket->getId()),
                    $thisstaff->getId());
            // Default form
            $form = TaskForm::getInstance();
            $form->setSource($_POST);

            $isvalid = true;
            if (!$iform->isValid())
                $isvalid = false;
            if (!$form->isValid())
                $isvalid = false;

            if ($isvalid) {
                $vars = $_POST;
                $vars['object_id'] = $ticket->getId();
                $vars['object_type'] = ObjectModel::OBJECT_TYPE_TICKET;
                $vars['default_formdata'] = $form->getClean();
                $vars['internal_formdata'] = $iform->getClean();
                $desc = $form->getField('description');
                if ($desc
                        && $desc->isAttachmentsEnabled()
                        && ($attachments=$desc->getWidget()->getAttachments()))
                    $vars['cannedattachments'] = $attachments->getClean();
                $vars['staffId'] = $thisstaff->getId();
                $vars['poster'] = $thisstaff;
                $vars['ip_address'] = $_SERVER['REMOTE_ADDR'];
                if (($task=Task::create($vars, $errors))) {

                  if ($_SESSION[':form-data']['eid']) {
                    //add internal note to ticket:
                    $taskLink = sprintf('<a href="tasks.php?id=%d"><b>#%s</b></a>',
                        $task->getId(),
                        $task->getNumber());

                    $entryLink = sprintf('<a href="#entry-%d"><b>%s</b></a>',
                        $_SESSION[':form-data']['eid'],
                        Format::datetime($_SESSION[':form-data']['timestamp']));

                    $note = array(
                            'title' => __('Task Created From Thread Entry'),
                            'body' => __('Task ' . $taskLink .
                            '<br /> Thread Entry: ' . $entryLink)
                            );

                  $ticket->logNote($note['title'], $note['body'], $thisstaff);

                    //add internal note to task:
                    $ticketLink = sprintf('<a href="tickets.php?id=%d"><b>#%s</b></a>',
                        $ticket->getId(),
                        $ticket->getNumber());

                    $note = array(
                            'title' => __('Task Created From Thread Entry'),
                            'note' => __('This Task was created from Ticket ' . $ticketLink));

                    $task->postNote($note, $errors, $thisstaff);
                  }
                }

                  Http::response(201, $task->getId());
            }

            $info['error'] = sprintf('%s - %s', __('Error adding task'), __('Please try again!'));
        }

        $info['action'] = sprintf('#tickets/%d/add-task', $ticket->getId());
        $info['title'] = sprintf(
                __( 'Ticket #%1$s: %2$s'),
                $ticket->getNumber(),
                __('Add New Task')
                );

         include STAFFINC_DIR . 'templates/task.tmpl.php';
    }

    function task($tid, $id) {
        global $thisstaff;

        if (!($ticket=Ticket::lookup($tid))
                || !$ticket->checkStaffPerm($thisstaff))
            Http::response(404, 'Unknown ticket');

        // Lookup task and check access
        if (!($task=Task::lookup($id))
                || !$task->checkStaffPerm($thisstaff))
            Http::response(404, 'Unknown task');

        $info = $errors = array();
        $note_attachments_form = new SimpleForm(array(
            'attachments' => new FileUploadField(array('id'=>'attach',
                'name'=>'attach:note',
                'configuration' => array('extensions'=>'')))
        ));

        $reply_attachments_form = new SimpleForm(array(
            'attachments' => new FileUploadField(array('id'=>'attach',
                'name'=>'attach:reply',
                'configuration' => array('extensions'=>'')))
        ));

        if ($_POST) {
            $vars = $_POST;
            switch ($_POST['a']) {
            case 'postnote':
                $attachments = $note_attachments_form->getField('attachments')->getClean();
                $vars['cannedattachments'] = array_merge(
                    $vars['cannedattachments'] ?: array(), $attachments);
                if (($note=$task->postNote($vars, $errors, $thisstaff))) {
                    $msg=__('Note posted successfully');
                    // Clear attachment list
                    $note_attachments_form->setSource(array());
                    $note_attachments_form->getField('attachments')->reset();
                    Draft::deleteForNamespace('task.note.'.$task->getId(),
                            $thisstaff->getId());
                } else {
                    if (!$errors['err'])
                        $errors['err'] = __('Unable to post the note - missing or invalid data.');
                }
                break;
            case 'postreply':
                $attachments = $reply_attachments_form->getField('attachments')->getClean();
                $vars['cannedattachments'] = array_merge(
                    $vars['cannedattachments'] ?: array(), $attachments);
                if (($response=$task->postReply($vars, $errors))) {
                    $msg=__('Update posted successfully');
                    // Clear attachment list
                    $reply_attachments_form->setSource(array());
                    $reply_attachments_form->getField('attachments')->reset();
                    Draft::deleteForNamespace('task.reply.'.$task->getId(),
                            $thisstaff->getId());
                } else {
                    if (!$errors['err'])
                        $errors['err'] = __('Unable to post the reply - missing or invalid data.');
                }
                break;
            default:
                $errors['err'] = __('Unknown action');
            }
        }

        include STAFFINC_DIR . 'templates/task-view.tmpl.php';
    }


    function export($id) {
        global $thisstaff;

        if (is_numeric($id))
            $queue = SavedSearch::lookup($id);
        else
            $queue = AdhocSearch::load($id);

        if (!$thisstaff)
            Http::response(403, 'Agent login is required');
        elseif (!$queue || !$queue->checkAccess($thisstaff))
            Http::response(404, 'No such saved queue');

        if ($_POST && is_array($_POST['fields'])) {
            // Cache export preferences
            $id = $queue->getId();
            $_SESSION['Export:Q'.$id]['fields'] = $_POST['fields'];
            $_SESSION['Export:Q'.$id]['filename'] = $_POST['filename'];
            $_SESSION['Export:Q'.$id]['delimiter'] = $_POST['delimiter'];

            if ($queue->isSaved() && isset($_POST['save-changes']))
               $queue->updateExports(array_flip($_POST['fields']));

            Http::response(201, 'Export Ready');
        }

        include STAFFINC_DIR . 'templates/queue-export.tmpl.php';

    }
}
?>