ticket-open.inc.php

<?php
if(!defined('OSTSCPINC') || !$thisstaff || !$thisstaff->canCreateTickets()) die('Access Denied');
$info=array();
$info=Format::htmlchars(($errors && $_POST)?$_POST:$info);

if (!$info['topicId'])
    $info['topicId'] = $cfg->getDefaultTopicId();

$form = null;
if ($info['topicId'] && ($topic=Topic::lookup($info['topicId']))) {
    $form = $topic->getForm();
    if ($_POST && $form) {
        $form = $form->instanciate();
        $form->isValid();
    }
}

if ($_POST)
    $info['duedate'] = Format::date($cfg->getDateFormat(),
       strtotime($info['duedate']));
?>
<form action="tickets.php?a=open" method="post" id="save"  enctype="multipart/form-data">
 <?php csrf_token(); ?>
 <input type="hidden" name="do" value="create">
 <input type="hidden" name="a" value="open">
 <h2><?php echo __('Open New Ticket');?></h2>
 <table class="form_table fixed" width="940" border="0" cellspacing="0" cellpadding="2">
    <thead>
    <!-- This looks empty - but beware, with fixed table layout, the user
         agent will usually only consult the cells in the first row to
         construct the column widths of the entire toable. Therefore, the
         first row needs to have two cells -->
        <tr><td></td><td></td></tr>
        <tr>
            <th colspan="2">
                <h4><?php echo __('New Ticket');?></h4>
            </th>
        </tr>
    </thead>
    <tbody>
        <tr>
            <th colspan="2">
                <em><strong><?php echo __('User Information'); ?></strong>: </em>
            </th>
        </tr>
        <?php
        if ($user) { ?>
        <tr><td><?php echo __('User'); ?>:</td><td>
            <div id="user-info">
                <input type="hidden" name="uid" id="uid" value="<?php echo $user->getId(); ?>" />
            <a href="#" onclick="javascript:
                $.userLookup('ajax.php/users/<?php echo $user->getId(); ?>/edit',
                        function (user) {
                            $('#user-name').text(user.name);
                            $('#user-email').text(user.email);
                        });
                return false;
                "><i class="icon-user"></i>
                <span id="user-name"><?php echo $user->getName(); ?></span>
                &lt;<span id="user-email"><?php echo $user->getEmail(); ?></span>&gt;
                </a>
                <a class="action-button" style="float:none;overflow:inherit" href="#"
                    onclick="javascript:
                        $.userLookup('ajax.php/users/select/'+$('input#uid').val(),
                            function(user) {
                                $('input#uid').val(user.id);
                                $('#user-name').text(user.name);
                                $('#user-email').text('<'+user.email+'>');
                        });
                        return false;
                    "><i class="icon-edit"></i> <?php echo __('Change'); ?></a>
            </div>
        </td></tr>
        <?php
        } else { //Fallback: Just ask for email and name
            ?>
        <tr>
            <td width="160" class="required"> <?php echo __('Email Address'); ?>: </td>
            <td>
                <span style="display:inline-block;">
                    <input type="text" size=45 name="email" id="user-email"
                        autocomplete="off" autocorrect="off" value="<?php echo $info['email']; ?>" /> </span>
                <font class="error">* <?php echo $errors['email']; ?></font>
            </td>
        </tr>
        <tr>
            <td width="160" class="required"> <?php echo __('Full Name'); ?>: </td>
            <td>
                <span style="display:inline-block;">
                    <input type="text" size=45 name="name" id="user-name" value="<?php echo $info['name']; ?>" /> </span>
                <font class="error">* <?php echo $errors['name']; ?></font>
            </td>
        </tr>
        <?php
        } ?>

        <?php
        if($cfg->notifyONNewStaffTicket()) {  ?>
        <tr>
            <td width="160"><?php echo __('Ticket Notice'); ?>:</td>
            <td>
            <input type="checkbox" name="alertuser" <?php echo (!$errors || $info['alertuser'])? 'checked="checked"': ''; ?>><?php
                echo __('Send alert to user.'); ?>
            </td>
        </tr>
        <?php
        } ?>
    </tbody>
    <tbody>
        <tr>
            <th colspan="2">
                <em><strong><?php echo __('Ticket Information and Options');?></strong>:</em>
            </th>
        </tr>
        <tr>
            <td width="160" class="required">
                <?php echo __('Ticket Source');?>:
            </td>
            <td>
                <select name="source">
                    <option value="Phone" selected="selected"><?php echo __('Phone'); ?></option>
                    <option value="Email" <?php echo ($info['source']=='Email')?'selected="selected"':''; ?>><?php echo __('Email'); ?></option>
                    <option value="Other" <?php echo ($info['source']=='Other')?'selected="selected"':''; ?>><?php echo __('Other'); ?></option>
                </select>
                &nbsp;<font class="error"><b>*</b>&nbsp;<?php echo $errors['source']; ?></font>
            </td>
        </tr>
        <tr>
            <td width="160" class="required">
                <?php echo __('Help Topic'); ?>:
            </td>
            <td>
                <select name="topicId" onchange="javascript:
                        var data = $(':input[name]', '#dynamic-form').serialize();
                        $('#dynamic-form').load(
                            'ajax.php/form/help-topic/' + this.value, data);
                        ">
                    <?php
                    if ($topics=Topic::getHelpTopics()) {
                        if (count($topics) == 1)
                            $selected = 'selected="selected"';
                        else { ?>
                        <option value="" selected >&mdash; <?php echo __('Select Help Topic'); ?> &mdash;</option>
<?php                   }
                        foreach($topics as $id =>$name) {
                            echo sprintf('<option value="%d" %s %s>%s</option>',
                                $id, ($info['topicId']==$id)?'selected="selected"':'',
                                $selected, $name);
                        }
                        if (count($topics) == 1 && !$form) {
                            if (($T = Topic::lookup($id)))
                                $form =  $T->getForm();
                        }
                    }
                    ?>
                </select>
                &nbsp;<font class="error"><b>*</b>&nbsp;<?php echo $errors['topicId']; ?></font>
            </td>
        </tr>
        <tr>
            <td width="160">
                <?php echo __('Department'); ?>:
            </td>
            <td>
                <select name="deptId">
                    <option value="" selected >&mdash; <?php echo __('Select Department'); ?>&mdash;</option>
                    <?php
                    if($depts=Dept::getDepartments()) {
                        foreach($depts as $id =>$name) {
                            echo sprintf('<option value="%d" %s>%s</option>',
                                    $id, ($info['deptId']==$id)?'selected="selected"':'',$name);
                        }
                    }
                    ?>
                </select>
                &nbsp;<font class="error"><?php echo $errors['deptId']; ?></font>
            </td>
        </tr>

         <tr>
            <td width="160">
                <?php echo __('SLA Plan');?>:
            </td>
            <td>
                <select name="slaId">
                    <option value="0" selected="selected" >&mdash; <?php echo __('System Default');?> &mdash;</option>
                    <?php
                    if($slas=SLA::getSLAs()) {
                        foreach($slas as $id =>$name) {
                            echo sprintf('<option value="%d" %s>%s</option>',
                                    $id, ($info['slaId']==$id)?'selected="selected"':'',$name);
                        }
                    }
                    ?>
                </select>
                &nbsp;<font class="error">&nbsp;<?php echo $errors['slaId']; ?></font>
            </td>
         </tr>

         <tr>
            <td width="160">
                <?php echo __('Due Date');?>:
            </td>
            <td>
                <input class="dp" id="duedate" name="duedate" value="<?php echo Format::htmlchars($info['duedate']); ?>" size="12" autocomplete=OFF>
                &nbsp;&nbsp;
                <?php
                $min=$hr=null;
                if($info['time'])
                    list($hr, $min)=explode(':', $info['time']);

                echo Misc::timeDropdown($hr, $min, 'time');
                ?>
                &nbsp;<font class="error">&nbsp;<?php echo $errors['duedate']; ?> &nbsp; <?php echo $errors['time']; ?></font>
                <em><?php echo __('Time is based on your time zone');?> (GMT <?php echo $thisstaff->getTZoffset(); ?>)</em>
            </td>
        </tr>

        <?php
        if($thisstaff->canAssignTickets()) { ?>
        <tr>
            <td width="160"><?php echo __('Assign To');?>:</td>
            <td>
                <select id="assignId" name="assignId">
                    <option value="0" selected="selected">&mdash; <?php echo __('Select an Agent OR a Team');?> &mdash;</option>
                    <?php
                    if(($users=Staff::getAvailableStaffMembers())) {
                        echo '<OPTGROUP label="'.sprintf(__('Agents (%d)'), count($users)).'">';
                        foreach($users as $id => $name) {
                            $k="s$id";
                            echo sprintf('<option value="%s" %s>%s</option>',
                                        $k,(($info['assignId']==$k)?'selected="selected"':''),$name);
                        }
                        echo '</OPTGROUP>';
                    }

                    if(($teams=Team::getActiveTeams())) {
                        echo '<OPTGROUP label="'.sprintf(__('Teams (%d)'), count($teams)).'">';
                        foreach($teams as $id => $name) {
                            $k="t$id";
                            echo sprintf('<option value="%s" %s>%s</option>',
                                        $k,(($info['assignId']==$k)?'selected="selected"':''),$name);
                        }
                        echo '</OPTGROUP>';
                    }
                    ?>
                </select>&nbsp;<span class='error'>&nbsp;<?php echo $errors['assignId']; ?></span>
            </td>
        </tr>
        <?php } ?>
        </tbody>
        <tbody id="dynamic-form">
        <?php
            if ($form) {
                include(STAFFINC_DIR .  'templates/dynamic-form.tmpl.php');
            }
        ?>
        </tbody>
        <tbody> <?php
        $tform = TicketForm::getInstance()->getForm($_POST);
        if ($_POST) $tform->isValid();
        $tform->render(true);
        ?>
        </tbody>
        <tbody>
        <?php
        //is the user allowed to post replies??
        if($thisstaff->canPostReply()) { ?>
        <tr>
            <th colspan="2">
                <em><strong><?php echo __('Response');?></strong>: <?php echo __('Optional response to the above issue.');?></em>
            </th>
        </tr>
        <tr>
            <td colspan=2>
            <?php
            if(($cannedResponses=Canned::getCannedResponses())) {
                ?>
                <div style="margin-top:0.3em;margin-bottom:0.5em">
                    <?php echo __('Canned Response');?>:&nbsp;
                    <select id="cannedResp" name="cannedResp">
                        <option value="0" selected="selected">&mdash; <?php echo __('Select a canned response');?> &mdash;</option>
                        <?php
                        foreach($cannedResponses as $id =>$title) {
                            echo sprintf('<option value="%d">%s</option>',$id,$title);
                        }
                        ?>
                    </select>
                    &nbsp;&nbsp;&nbsp;
                    <label><input type='checkbox' value='1' name="append" id="append" checked="checked"><?php echo __('Append');?></label>
                </div>
            <?php
            }
                $signature = '';
                if ($thisstaff->getDefaultSignatureType() == 'mine')
                    $signature = $thisstaff->getSignature(); ?>
                <textarea class="richtext ifhtml draft draft-delete"
                    data-draft-namespace="ticket.staff.response"
                    data-signature="<?php
                        echo Format::htmlchars(Format::viewableImages($signature)); ?>"
                    data-signature-field="signature" data-dept-field="deptId"
                    placeholder="Intial response for the ticket"
                    name="response" id="response" cols="21" rows="8"
                    style="width:80%;"><?php echo $info['response']; ?></textarea>
                <table border="0" cellspacing="0" cellpadding="2" width="100%">
                <?php
                if($cfg->allowAttachments()) { ?>
                    <tr><td width="100" valign="top"><?php echo __('Attachments');?>:</td>
                        <td>
                            <div class="canned_attachments">
                            <?php
                            if($info['cannedattachments']) {
                                foreach($info['cannedattachments'] as $k=>$id) {
                                    if(!($file=AttachmentFile::lookup($id))) continue;
                                    $hash=$file->getKey().md5($file->getId().session_id().$file->getKey());
                                    echo sprintf('<label><input type="checkbox" name="cannedattachments[]"
                                            id="f%d" value="%d" checked="checked"
                                            <a href="file.php?h=%s">%s</a>&nbsp;&nbsp;</label>&nbsp;',
                                            $file->getId(), $file->getId() , $hash, $file->getName());
                                }
                            }
                            ?>
                            </div>
                            <div class="uploads"></div>
                            <div class="file_input">
                                <input type="file" class="multifile" name="attachments[]" size="30" value="" />
                            </div>
                        </td>
                    </tr>
                <?php
                } ?>

            <?php
            if($thisstaff->canCloseTickets()) { ?>
                <tr>
                    <td width="100"><?php echo __('Ticket Status');?>:</td>
                    <td>
                        <input type="checkbox" name="ticket_state" value="closed" <?php echo $info['ticket_state']?'checked="checked"':''; ?>>
                        <b><?php echo __('Close On Response');?></b>&nbsp;<em>(<?php echo __('Only applicable if response is entered');?>)</em>
                    </td>
                </tr>
            <?php
            } ?>
             <tr>
                <td width="100"><?php echo __('Signature');?>:</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
                    } ?>
                    <label><input type="radio" name="signature" value="dept"
                        <?php echo ($info['signature']=='dept')?'checked="checked"':''; ?>> <?php echo __('Dept. Signature (if set)');?></label>
                </td>
             </tr>
            </table>
            </td>
        </tr>
        <?php
        } //end canPostReply
        ?>
        <tr>
            <th colspan="2">
                <em><strong><?php echo __('Internal Note');?></strong>
                <font class="error">&nbsp;<?php echo $errors['note']; ?></font></em>
            </th>
        </tr>
        <tr>
            <td colspan=2>
                <textarea class="richtext ifhtml draft draft-delete"
                    placeholder="Optional internal note (recommended on assignment)"
                    data-draft-namespace="ticket.staff.note" name="note"
                    cols="21" rows="6" style="width:80%;"
                    ><?php echo $info['note']; ?></textarea>
            </td>
        </tr>
    </tbody>
</table>
<p style="text-align:center;">
    <input type="submit" name="submit" value="<?php echo __('Open');?>">
    <input type="reset"  name="reset"  value="<?php echo __('Reset');?>">
    <input type="button" name="cancel" value="<?php echo __('Cancel');?>" onclick="javascript:
        $('.richtext').each(function() {
            var redactor = $(this).data('redactor');
            if (redactor && redactor.opts.draftDelete)
                redactor.deleteDraft();
        });
        window.location.href='tickets.php';
    ">
</p>
</form>
<script type="text/javascript">
$(function() {
    $('input#user-email').typeahead({
        source: function (typeahead, query) {
            $.ajax({
                url: "ajax.php/users?q="+query,
                dataType: 'json',
                success: function (data) {
                    typeahead.process(data);
                }
            });
        },
        onselect: function (obj) {
            $('#uid').val(obj.id);
            $('#user-name').val(obj.name);
            $('#user-email').val(obj.email);
        },
        property: "/bin/true"
    });

   <?php
    // Popup user lookup on the initial page load (not post) if we don't have a
    // user selected
    if (!$_POST && !$user) {?>
    $.userLookup('ajax.php/users/lookup/form', function (user) {
        window.location.href = window.location.href+'&uid='+user.id;
     });
    <?php
    } ?>
});
</script>