class.ticket.php

        $this->reload();
        $dept = $this->getDept();
        $email = $dept->getAutoRespEmail();

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

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

            //Reply separator tag.
            if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
                $msg['body'] = "<p style=\"display:none\">$tag<p>".$msg['body'];

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

    function onAssign($assignee, $comments, $alert=true) {
        global $cfg, $thisstaff;

        if($this->isClosed()) $this->reopen(); //Assigned tickets must be open - otherwise why assign?

        //Assignee must be an object of type Staff or Team
        if(!$assignee || !is_object($assignee)) return false;

        $this->reload();

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

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

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

        $dept = $this->getDept();
        if(!$dept
                || !($tpl = $dept->getTemplate())
                || !($email = $cfg->getAlertEmail()))
            return true;

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

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

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

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

        return true;
    }

   function onOverdue($whine=true, $comments="") {
        global $cfg;

        if($whine && ($sla=$this->getSLA()) && !$sla->alertOnOverdue())
            $whine = false;

        //check if we need to send alerts.
        if(!$whine
                || !$cfg->alertONOverdueTicket()
                || !($dept = $this->getDept()))
            return true;

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

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

            //recipients
            $recipients=array();
            //Assigned staff or team... if any
            if($this->isAssigned() && $cfg->alertAssignedONOverdueTicket()) {
                if($this->getStaffId())
                    $recipients[]=$this->getStaff();
                elseif($this->getTeamId() && ($team=$this->getTeam()) && ($members=$team->getMembers()))
                    $recipients=array_merge($recipients, $members);
            } elseif($cfg->alertDeptMembersONOverdueTicket() && !$this->isAssigned()) {
                //Only alerts dept members if the ticket is NOT assigned.
                if(($members=$dept->getMembers()))
                    $recipients=array_merge($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 = $this->replaceVars($msg, array('recipient' => $staff));
                $email->sendAlert($staff->getEmail(), $alert['subj'], $alert['body'], null);
                $sentlist[] = $staff->getEmail();
            }

        }

        return true;

    }

    //ticket obj as variable = ticket number.
    function asVar() {
       return $this->getNumber();
    }

    function getVar($tag) {
        global $cfg;

        if($tag && is_callable(array($this, 'get'.ucfirst($tag))))
            return call_user_func(array($this, 'get'.ucfirst($tag)));

        switch(strtolower($tag)) {
            case 'phone':
            case 'phone_number':
                return $this->getPhoneNumber();
                break;
            case 'auth_token':
                return $this->getAuthToken();
                break;
            case 'client_link':
                return sprintf('%s/view.php?t=%s&e=%s&a=%s',
                        $cfg->getBaseUrl(), $this->getNumber(), $this->getEmail(), $this->getAuthToken());
                break;
            case 'staff_link':
                return sprintf('%s/scp/tickets.php?id=%d', $cfg->getBaseUrl(), $this->getId());
                break;
            case 'create_date':
                return Format::date(
                        $cfg->getDateTimeFormat(),
                        Misc::db2gmtime($this->getCreateDate()),
                        $cfg->getTZOffset(),
                        $cfg->observeDaylightSaving());
                break;
             case 'due_date':
                $duedate ='';
                if($this->getEstDueDate())
                    $duedate = Format::date(
                            $cfg->getDateTimeFormat(),
                            Misc::db2gmtime($this->getEstDueDate()),
                            $cfg->getTZOffset(),
                            $cfg->observeDaylightSaving());

                return $duedate;
                break;
            case 'close_date';
                $closedate ='';
                if($this->isClosed())
                    $duedate = Format::date(
                            $cfg->getDateTimeFormat(),
                            Misc::db2gmtime($this->getCloseDate()),
                            $cfg->getTZOffset(),
                            $cfg->observeDaylightSaving());

                return $closedate;
                break;
            case 'user':
                return $this->getOwner();
                break;
            default:
                if (isset($this->_answers[$tag]))
                    // The answer object is retrieved here which will
                    // automatically invoke the toString() method when the
                    // answer is coerced into text
                    return (string)$this->_answers[$tag];
        }

        return false;
    }

    //Replace base variables.
    function replaceVars($input, $vars = array()) {
        global $ost;

        $vars = array_merge($vars, array('ticket' => $this));

        return $ost->replaceTemplateVariables($input, $vars);
    }

    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;

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

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

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

        return true;
    }

    function clearOverdue() {

        if(!$this->isOverdue())
            return true;

        //NOTE: Previously logged overdue event is NOT annuled.

        $sql='UPDATE '.TICKET_TABLE.' SET isoverdue=0, updated=NOW() ';

        //clear due date if it's in the past
        if($this->getDueDate() && Misc::db2gmtime($this->getDueDate()) <= Misc::gmtime())
            $sql.=', duedate=NULL';

        //Clear SLA if est. due date is in the past
        if($this->getSLADueDate() && Misc::db2gmtime($this->getSLADueDate()) <= Misc::gmtime())
            $sql.=', sla_id=0 ';

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

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

    //Dept Tranfer...with alert.. done by staff
    function transfer($deptId, $comments, $alert = true) {

        global $cfg, $thisstaff;

        if(!$thisstaff || !$thisstaff->canTransferTickets())
            return false;

        $currentDept = $this->getDeptName(); //Current department

        if(!$deptId || !$this->setDeptId($deptId))
            return false;

        // Reopen ticket if closed
        if($this->isClosed()) $this->reopen();

        $this->reload();

        // Set SLA of the new department
        if(!$this->getSLAId() || $this->getSLA()->isTransient())
            $this->selectSLAId();

        /*** log the transfer comments as internal note - with alerts disabled - ***/
        $title='Ticket transfered from '.$currentDept.' to '.$this->getDeptName();
        $comments=$comments?$comments:$title;
        $note = $this->logNote($title, $comments, $thisstaff, false);

        $this->logEvent('transferred');

        //Send out alerts if enabled AND requested
        if(!$alert || !$cfg->alertONTransfer() || !($dept=$this->getDept()))
            return true; //no alerts!!

         if(($email=$cfg->getAlertEmail())
                     && ($tpl = $dept->getTemplate())
                     && ($msg=$tpl->getTransferAlertMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(),
                array('comments' => $comments, 'staff' => $thisstaff));
            //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.
                if(($members=$dept->getMembers()))
                    $recipients+=$members;
            }

            //Always alert dept manager??
            if($cfg->alertDeptManagerONTransfer() && $dept && ($manager=$dept->getManager()))
                $recipients[]= $manager;

            $sentlist=array();
            $options = array(
                'inreplyto'=>$note->getEmailMessageId(),
                'references'=>$note->getEmailReferences());
            foreach( $recipients as $k=>$staff) {
                if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
                $alert = $this->replaceVars($msg, array('recipient' => $staff));
                $email->sendAlert($staff->getEmail(), $alert['subj'], $alert['body'], null, $options);
                $sentlist[] = $staff->getEmail();
            }
         }

         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;

        $this->onAssign($staff, $note, $alert);
        $this->logEvent('assigned');

        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);

        $this->onAssign($team, $note, $alert);
        $this->logEvent('assigned');

        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)) {
            $alert=($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 can only unassigned OPEN tickets.
        if($this->isClosed())
            return false;

        //Unassign staff (if any)
        if($this->getStaffId() && !$this->setStaffId(0))
            return false;

        //unassign team (if any)
        if($this->getTeamId() && !$this->setTeamId(0))
            return false;

        $this->reload();

        return true;
    }

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

    //Change ownership
    function changeOwner($user) {
        global $thisstaff;

        if (!$user
                || ($user->getId() == $this->getOwnerId())
                || !$thisstaff->canEditTickets())
            return false;

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

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

        $this->ht['user_id'] = $user->getId();
        $this->user = null;

        $this->logNote('Ticket ownership changed',
                Format::htmlchars( sprintf('%s changed ticket ownership to %s',
                    $thisstaff->getName(), $user->getName()))
                );

        return true;
    }

    //Insert message from client
    function postMessage($vars, $origin='', $alerts=true) {
        global $cfg;

        $vars['origin'] = $origin;
        if(isset($vars['ip']))
            $vars['ip_address'] = $vars['ip'];
        elseif(!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
            $vars['ip_address'] = $_SERVER['REMOTE_ADDR'];

        $errors = array();
        if(!($message = $this->getThread()->addMessage($vars, $errors)))
            return null;

        $this->setLastMsgId($message->getId());

        //Add email recipients as collaborators
        if ($vars['recipients']) {
            //TODO:  Disable collaborators added by other collaborator
            //  staff approval will be required.
            $info = array('isactive' => 1);
            $collabs = array();
            foreach ($vars['recipients'] as $recipient) {
                if (($user=User::fromVars($recipient)))
                    if ($c=$this->addCollaborator($user, $info, $errors))
                        $collabs[] = sprintf('%s%s',
                                (string) $c,
                                $recipient['source'] ? " via {$recipient['source']}" : ''
                                );
            }
            //TODO: Can collaborators add others?
            if ($collabs) {
                //TODO: Change EndUser to name of  user.
                $this->logNote('Collaborators added by enduser',
                        implode("<br>", $collabs), 'EndUser', false);
            }
        }

        if(!$alerts) return $message; //Our work is done...

        $autorespond = true;
        if ($autorespond && $message->isAutoResponse())
            $autorespond=false;

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

        $dept = $this->getDept();


        $variables = array(
                'message' => $message,
                'poster' => ($vars['poster'] ? $vars['poster'] : $this->getName())
                );
        $options = array(
                'inreplyto' => $message->getEmailMessageId(),
                'references' => $message->getEmailReferences());
        //If enabled...send alert to staff (New Message Alert)
        if($cfg->alertONNewMessage()
                && ($email = $cfg->getAlertEmail())
                && ($tpl = $dept->getTemplate())
                && ($msg = $tpl->getNewMessageAlertMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(), $variables);

            //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 = $this->replaceVars($msg, array('recipient' => $staff));
                $email->sendAlert($staff->getEmail(), $alert['subj'], $alert['body'], null, $options);
                $sentlist[] = $staff->getEmail();
            }
        }

        unset($variables['message']);
        $variables['message'] = $message->asVar();

        $info = $options + array('variables' => $variables);
        $this->activityNotice($info);


        return $message;
    }

    function postCannedReply($canned, $msgId, $alert=true) {
        global $ost, $cfg;

        if((!is_object($canned) && !($canned=Canned::lookup($canned))) || !$canned->isEnabled())
            return false;

        $files = array();
        foreach ($canned->attachments->getAll() as $file)
            $files[] = $file['id'];

        $info = array('msgId' => $msgId,
                      'poster' => 'SYSTEM (Canned Reply)',
                      'response' => $this->replaceVars($canned->getResponse()),
                      'cannedattachments' => $files);

        $errors = array();
        if(!($response=$this->postReply($info, $errors, false)))
            return null;

        $this->markUnAnswered();

        if(!$alert) return $response;

        $dept = $this->getDept();

        if(($email=$dept->getEmail())
                && ($tpl = $dept->getTemplate())
                && ($msg=$tpl->getAutoReplyMsgTemplate())) {

            if($dept && $dept->isPublic())
                $signature=$dept->getSignature();
            else
                $signature='';

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

            if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
                $msg['body'] = "<p style=\"display:none\">$tag<p>".$msg['body'];

            $attachments =($cfg->emailAttachments() && $files)?$response->getAttachments():array();
            $options = array(
                'inreplyto'=>$response->getEmailMessageId(),
                'references'=>$response->getEmailReferences());
            $email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body'], $attachments,
                $options);
        }

        return $response;
    }

    /* public */
    function postReply($vars, &$errors, $alert = true) {
        global $thisstaff, $cfg;


        if(!$vars['poster'] && $thisstaff)
            $vars['poster'] = $thisstaff;

        if(!$vars['staffId'] && $thisstaff)
            $vars['staffId'] = $thisstaff->getId();

        if(!($response = $this->getThread()->addResponse($vars, $errors)))
            return null;

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

        if($thisstaff && $this->isOpen() && !$this->getStaffId()
                && $cfg->autoClaimTickets())
            $this->setStaffId($thisstaff->getId()); //direct assignment;

        $this->onResponse(); //do house cleaning..

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

        $dept = $this->getDept();

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

        $variables = array(
                'response' => $response,
                'signature' => $signature,
                'staff' => $thisstaff,
                'poster' => $thisstaff);
        $options = array(
                'inreplyto' => $response->getEmailMessageId(),
                'references' => $response->getEmailReferences());

        if(($email=$dept->getEmail())
                && ($tpl = $dept->getTemplate())
                && ($msg=$tpl->getReplyMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(), $variables);

            if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
                $msg['body'] = "<p style=\"display:none\">$tag<p>".$msg['body'];
            $attachments = $cfg->emailAttachments()?$response->getAttachments():array();
            $email->send($this->getEmail(), $msg['subj'], $msg['body'], $attachments,
                $options);
        }

        if($vars['emailcollab']) {
            unset($variables['response']);
            $variables['message'] = $response->asVar();
            $info = $options + array('variables' => $variables);
            $this->activityNotice($info);
        }

        return $response;
    }

    //Activity log - saved as internal notes WHEN enabled!!
    function logActivity($title, $note) {
        return $this->logNote($title, $note, 'SYSTEM', false);
    }

    // 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;
    }

    //Insert Internal Notes
    function logNote($title, $note, $poster='SYSTEM', $alert=true) {

        $errors = array();
        return $this->postNote(
                array('title' => $title, 'note' => $note),
                $errors,
                $poster,
                $alert);
    }

    function postNote($vars, &$errors, $poster, $alert=true) {
        global $cfg, $thisstaff;

        //Who is posting the note - staff or system?
        $vars['staffId'] = 0;
        $vars['poster'] = 'SYSTEM';
        if($poster && is_object($poster)) {
            $vars['staffId'] = $poster->getId();
            $vars['poster'] = $poster->getName();
        }elseif($poster) { //string
            $vars['poster'] = $poster;
        }

        if(!($note=$this->getThread()->addNote($vars, $errors)))
            return null;

        //Set state: Error on state change not critical!
        if(isset($vars['state']) && $vars['state']) {
            if($this->setState($vars['state']))
                $this->reload();
        }

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

        if(($email=$cfg->getAlertEmail())
                && ($tpl = $dept->getTemplate())
                && ($msg=$tpl->getNoteAlertMsgTemplate())) {

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

            // 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();

            $options = array(
                'inreplyto'=>$note->getEmailMessageId(),
                'references'=>$note->getEmailReferences());
            $sentlist=array();
            foreach( $recipients as $k=>$staff) {
                if(!is_object($staff)
                        || !$staff->isAvailable() //Don't bother vacationing staff.
                        || in_array($staff->getEmail(), $sentlist) //No duplicates.
                        || $note->getStaffId() == $staff->getId())  //No need to alert the poster!
                    continue;
                $alert = $this->replaceVars($msg, array('recipient' => $staff));
                $email->sendAlert($staff->getEmail(), $alert['subj'], $alert['body'], null, $options);
                $sentlist[] = $staff->getEmail();
            }
        }

        return $note;
    }

    //Print ticket... export the ticket thread as PDF.
    function pdfExport($psize='Letter', $notes=false) {
        require_once(INCLUDE_DIR.'class.pdf.php');
        $pdf = new Ticket2PDF($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;
        exit;
    }

    function delete() {

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

        //delete just orphaned ticket thread & associated attachments.
        $this->getThread()->delete();

        foreach (DynamicFormEntry::forTicket($this->getId()) as $form)
            $form->delete();

        $this->deleteDrafts();

        return true;
    }

    function deleteDrafts() {
        Draft::deleteForNamespace('ticket.%.' . $this->getId());
    }

    function update($vars, &$errors) {

        global $cfg, $thisstaff;

        if(!$cfg || !$thisstaff || !$thisstaff->canEditTickets())
            return false;

        $fields=array();
        $fields['topicId']  = array('type'=>'int',      'required'=>1, 'error'=>'Help topic required');
        $fields['slaId']    = array('type'=>'int',      'required'=>0, 'error'=>'Select SLA');
        $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');
        $fields['user_id']  = array('type'=>'int',      'required'=>0, 'error'=>'Invalid user-id');

        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())
                $errors['duedate']='Due date can NOT be set on a closed ticket';
            elseif(!$vars['time'] || strpos($vars['time'],':')===false)
                $errors['time']='Select time';
            elseif(strtotime($vars['duedate'].' '.$vars['time'])===false)
                $errors['duedate']='Invalid due date';
            elseif(strtotime($vars['duedate'].' '.$vars['time'])<=time())
                $errors['duedate']='Due date must be in the future';
        }

        if($errors) return false;

        $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW() '
            .' ,topic_id='.db_input($vars['topicId'])
            .' ,sla_id='.db_input($vars['slaId'])
            .' ,source='.db_input($vars['source'])
            .' ,duedate='.($vars['duedate']?db_input(date('Y-m-d G:i',Misc::dbtime($vars['duedate'].' '.$vars['time']))):'NULL');

        if($vars['user_id'])
            $sql.=', user_id='.db_input($vars['user_id']);
        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->logNote('Ticket Updated', $vars['note'], $thisstaff);
        $this->reload();

        // Reselect SLA if transient
        if(!$this->getSLAId() || $this->getSLA()->isTransient())
            $this->selectSLAId();

        //Clear overdue flag if duedate or SLA changes and the ticket is no longer overdue.
        if($this->isOverdue()
                && (!$this->getEstDueDate() //Duedate + SLA cleared
                    || Misc::db2gmtime($this->getEstDueDate()) > Misc::gmtime() //New due date in the future.
                    )) {
            $this->clearOverdue();
        }

        return true;
    }


   /*============== Static functions. Use Ticket::function(params); =============nolint*/
    function getIdByExtId($extId, $email=null) {

        if(!$extId || !is_numeric($extId))
            return 0;

        $sql ='SELECT ticket.ticket_id FROM '.TICKET_TABLE.' ticket '
             .' LEFT JOIN '.USER_TABLE.' user ON user.id = ticket.user_id'
             .' LEFT JOIN '.USER_EMAIL_TABLE.' email ON user.id = email.user_id'
             .' WHERE ticket.ticketID='.db_input($extId);

        if($email)
            $sql .= ' AND email.address = '.db_input($email);

        if(($res=db_query($sql)) && db_num_rows($res))
            list($id)=db_fetch_row($res);

        return $id;
    }



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

    function lookupByExtId($id, $email=null) {
        return self::lookup(self:: getIdByExtId($id, $email));
    }

    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);
        $id=0;
        if(($res=db_query($sql)) && db_num_rows($res))
            list($id)=db_fetch_row($res);

        return $id;
    }

    /* 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())
            return null;

        $where = array('ticket.staff_id='.db_input($staff->getId()));
        $where2 = '';

        if(($teams=$staff->getTeams()))
            $where[] = 'ticket.team_id IN('.implode(',', db_input(array_filter($teams))).')';

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

        if(!$cfg || !($cfg->showAssignedTickets() || $staff->showAssignedTickets()))
            $where2 =' AND ticket.staff_id=0 ';
        $where = implode(' OR ', $where);
        if ($where) $where = 'AND ( '.$where.' ) ';

        $sql =  'SELECT \'open\', count( ticket.ticket_id ) AS tickets '
                .'FROM ' . TICKET_TABLE . ' ticket '
                .'WHERE ticket.status = \'open\' '
                .'AND ticket.isanswered =0 '
                . $where . $where2

                .'UNION SELECT \'answered\', count( ticket.ticket_id ) AS tickets '
                .'FROM ' . TICKET_TABLE . ' ticket '
                .'WHERE ticket.status = \'open\' '
                .'AND ticket.isanswered =1 '
                . $where

                .'UNION SELECT \'overdue\', count( ticket.ticket_id ) AS tickets '
                .'FROM ' . TICKET_TABLE . ' ticket '
                .'WHERE ticket.status = \'open\' '
                .'AND ticket.isoverdue =1 '
                . $where

                .'UNION SELECT \'assigned\', count( ticket.ticket_id ) AS tickets '
                .'FROM ' . TICKET_TABLE . ' ticket '
                .'WHERE ticket.status = \'open\' '
                .'AND ticket.staff_id = ' . db_input($staff->getId()) . ' '
                . $where

                .'UNION SELECT \'closed\', count( ticket.ticket_id ) AS tickets '
                .'FROM ' . TICKET_TABLE . ' ticket '
                .'WHERE ticket.status = \'closed\' '
                . $where;

        $res = db_query($sql);
        $stats = array();
        while($row = db_fetch_row($res)) {
            $stats[$row[0]] = $row[1];
        }
        return $stats;
    }

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