class.ticket.php

        if(!$email || !Validator::is_email($email))
            return null;
        if (!$user = User::lookup(array('emails__address'=>$email)))
            return null;

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

        return db_fetch_array(db_query($sql));
    }

    /*
     * The mother of all functions...You break it you fix it!
     *
     *  $autorespond and $alertstaff overrides config settings...
     */
    function create($vars, &$errors, $origin, $autorespond=true, $alertstaff=true) {
        global $ost, $cfg, $thisclient, $_FILES;

        // Don't enforce form validation for email
        $field_filter = function($f) use ($origin) {
            // Ultimately, only offer validation errors for web for
            // non-internal fields. For email, no validation can be
            // performed. For other origins, validate as usual
            switch (strtolower($origin)) {
            case 'email':
                return false;
            case 'web':
                return !$f->get('private');
            default:
                return true;
            }
        };

        //Check for 403
        if ($vars['email']  && Validator::is_email($vars['email'])) {

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

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

                $errors['err']="You've reached the maximum open tickets allowed.";
                $ost->logWarning('Ticket denied -'.$vars['email'],
                        sprintf('Max open tickets (%d) reached for %s ',
                            $cfg->getMaxOpenTickets(), $vars['email']));

                return 0;
            }
        }

        // Create and verify the dynamic form entry for the new ticket
        $form = TicketForm::getNewInstance();
        // If submitting via email, ensure we have a subject and such
        foreach ($form->getFields() as $field) {
            $fname = $field->get('name');
            if ($fname && isset($vars[$fname]) && !$field->value)
                $field->value = $field->parse($vars[$fname]);
        }

        if (!$form->isValid($field_filter))
            $errors += $form->errors();

        // Unpack dynamic variables into $vars for filter application
        foreach ($form->getFields() as $f)
            $vars['field.'.$f->get('id')] = $f->toString($f->getClean());

        // Unpack the basic user information
        $interesting = array('name', 'email');
        $user_form = UserForm::getUserForm()->getForm($vars);
        foreach ($user_form->getFields() as $f)
            if (in_array($f->get('name'), $interesting))
                $vars[$f->get('name')] = $f->toString($f->getClean());

        //Init ticket filters...
        $ticket_filter = new TicketFilter($origin, $vars);
        // Make sure email contents should not be rejected
        if($ticket_filter
                && ($filter=$ticket_filter->shouldReject())) {
            $errors['err']='Ticket denied. Error #403';
            $errors['errno'] = 403;
            $ost->logWarning('Ticket denied',
                    sprintf('Ticket rejected ( %s) by filter "%s"',
                        $vars['email'], $filter->getName()));

            return 0;
        }

        $id=0;
        $fields=array();
        $fields['message']  = array('type'=>'text',     'required'=>1, 'error'=>'Message required');
        switch (strtolower($origin)) {
            case 'web':
                $fields['topicId']  = array('type'=>'int',  'required'=>1, 'error'=>'Select help topic');
                break;
            case 'staff':
                $fields['deptId']   = array('type'=>'int',  'required'=>1, 'error'=>'Dept. required');
                $fields['topicId']  = array('type'=>'int',  'required'=>1, 'error'=>'Topic required');
                $fields['duedate']  = array('type'=>'date', 'required'=>0, 'error'=>'Invalid date - must be MM/DD/YY');
            case 'api':
                $fields['source']   = array('type'=>'string', 'required'=>1, 'error'=>'Indicate source');
                break;
            case 'email':
                $fields['emailId']  = array('type'=>'int',  'required'=>1, 'error'=>'Email unknown');
                break;
            default:
                # TODO: Return error message
                $errors['err']=$errors['origin'] = 'Invalid origin given';
        }

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

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

        if (!$errors) {

            if ($vars['uid'] && ($user = User::lookup($vars['uid']))) {
                $vars['email'] = $user->getEmail();
                $vars['name'] = $user->getName();
            }

            # Perform ticket filter actions on the new ticket arguments
            if ($ticket_filter) $ticket_filter->apply($vars);

            // Allow vars to be changed in ticket filter and applied to the user
            // account created or detected
            if (!$user) {
                $user_form = UserForm::getUserForm()->getForm($vars);
                if (!$user_form->isValid($field_filter)
                        || !($user=User::fromVars($user_form->getClean())))
                    $errors['user'] = 'Incomplete client information';
            }
        }

        //Any error above is fatal.
        if($errors)  return 0;

        # Some things will need to be unpacked back into the scope of this
        # function
        if (isset($vars['autorespond'])) $autorespond=$vars['autorespond'];

        // OK...just do it.
        $deptId=$vars['deptId']; //pre-selected Dept if any.
        $source=ucfirst($vars['source']);
        $topic=NULL;
        // Intenal mapping magic...see if we need to override anything
        if(isset($vars['topicId']) && ($topic=Topic::lookup($vars['topicId']))) { //Ticket created via web by user/or staff
            $deptId=$deptId?$deptId:$topic->getDeptId();
            $priority = $form->getAnswer('priority');
            if (!$priority || !$priority->getIdValue())
                $form->setAnswer('priority', null, $topic->getPriorityId());
            if($autorespond) $autorespond=$topic->autoRespond();
            $source=$vars['source']?$vars['source']:'Web';

            //Auto assignment.
            if (!isset($vars['staffId']) && $topic->getStaffId())
                $vars['staffId'] = $topic->getStaffId();
            elseif (!isset($vars['teamId']) && $topic->getTeamId())
                $vars['teamId'] = $topic->getTeamId();

            //set default sla.
            if(isset($vars['slaId']))
                $vars['slaId'] = $vars['slaId']?$vars['slaId']:$cfg->getDefaultSLAId();
            elseif($topic && $topic->getSLAId())
                $vars['slaId'] = $topic->getSLAId();

        }elseif($vars['emailId'] && !$vars['deptId'] && ($email=Email::lookup($vars['emailId']))) { //Emailed Tickets
            $deptId=$email->getDeptId();
            $priority = $form->getAnswer('priority');
            if (!$priority || !$priority->getIdValue())
                $form->setAnswer('priority', null, $email->getPriorityId());
            if($autorespond) $autorespond=$email->autoRespond();
            $email=null;
            $source='Email';
        }
        //Last minute checks
        $priority = $form->getAnswer('priority');
        if (!$priority || !$priority->getIdValue())
            $form->setAnswer('priority', null, $cfg->getDefaultPriorityId());
        $deptId=$deptId?$deptId:$cfg->getDefaultDeptId();
        $topicId=$vars['topicId']?$vars['topicId']:0;
        $ipaddress=$vars['ip']?$vars['ip']:$_SERVER['REMOTE_ADDR'];

        //We are ready son...hold on to the rails.
        $extId=Ticket::genExtRandID();
        $sql='INSERT INTO '.TICKET_TABLE.' SET created=NOW() '
            .' ,lastmessage= NOW()'
            .' ,user_id='.db_input($user->id)
            .' ,ticketID='.db_input($extId)
            .' ,dept_id='.db_input($deptId)
            .' ,topic_id='.db_input($topicId)
            .' ,ip_address='.db_input($ipaddress)
            .' ,source='.db_input($source);

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


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

        /* -------------------- POST CREATE ------------------------ */

        if(!$cfg->useRandomIds()) {
            //Sequential ticketIDs support really..really suck arse.
            $extId=$id; //To make things really easy we are going to use autoincrement ticket_id.
            db_query('UPDATE '.TICKET_TABLE.' SET ticketID='.db_input($extId).' WHERE ticket_id='.$id.' LIMIT 1');
            //TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable]
        }

        // Save the (common) dynamic form
        $form->setTicketId($id);
        $form->save();
        $ticket->loadDynamicData();

        $dept = $ticket->getDept();

        //post the message.
        unset($vars['cannedattachments']); //Ticket::open() might have it set as part of  open & respond.
        $vars['title'] = $vars['subject']; //Use the initial subject as title of the post.
        $message = $ticket->postMessage($vars , $origin, false);

        // Configure service-level-agreement for this ticket
        $ticket->selectSLAId($vars['slaId']);

        //Auto assign staff or team - auto assignment based on filter rules.
        if($vars['staffId'] && !$vars['assignId'])
             $ticket->assignToStaff($vars['staffId'], 'Auto Assignment');
        if($vars['teamId'] && !$vars['assignId'])
            $ticket->assignToTeam($vars['teamId'], 'Auto Assignment');

        /**********   double check auto-response  ************/
        //Override auto responder if the FROM email is one of the internal emails...loop control.
        if($autorespond && (Email::getIdByEmail($ticket->getEmail())))
            $autorespond=false;

        # Messages that are clearly auto-responses from email systems should
        # not have a return 'ping' message
        if ($autorespond && $message && $message->isAutoResponse())
            $autorespond=false;

        //Don't auto respond to mailer daemons.
        if( $autorespond &&
            (strpos(strtolower($vars['email']),'mailer-daemon@')!==false
             || strpos(strtolower($vars['email']),'postmaster@')!==false)) {
            $autorespond=false;
        }

        //post canned auto-response IF any (disables new ticket auto-response).
        if ($vars['cannedResponseId']
            && $ticket->postCannedReply($vars['cannedResponseId'], $message->getId(), $autorespond)) {
                $ticket->markUnAnswered(); //Leave the ticket as unanswred.
                $autorespond = false;
        }

        //Check department's auto response settings
        // XXX: Dept. setting doesn't affect canned responses.
        if($autorespond && $dept && !$dept->autoRespONNewTicket())
            $autorespond=false;

        /***** See if we need to send some alerts ****/
        $ticket->onNewTicket($message, $autorespond, $alertstaff);

        /************ check if the user JUST reached the max. open tickets limit **********/
        if($cfg->getMaxOpenTickets()>0
                    && ($client=$ticket->getClient())
                    && ($client->getNumOpenTickets()==$cfg->getMaxOpenTickets())) {
            $ticket->onOpenLimit(($autorespond && strcasecmp($origin, 'staff')));
        }

        /* Start tracking ticket lifecycle events */
        $ticket->logEvent('created');

        /* Phew! ... time for tea (KETEPA) */

        return $ticket;
    }

    function open($vars, &$errors) {
        global $thisstaff, $cfg;

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

        if($vars['source'] && !in_array(strtolower($vars['source']),array('email','phone','other')))
            $errors['source']='Invalid source - '.Format::htmlchars($vars['source']);

        if (!$vars['uid']) {
            //Special validation required here
            if (!$vars['email'] || !Validator::is_email($vars['email']))
                $errors['email'] = 'Valid email required';

            if (!$vars['name'])
                $errors['name'] = 'Name required';
        }

        if(!($ticket=Ticket::create($vars, $errors, 'staff', false, (!$vars['assignId']))))
            return false;

        $vars['msgId']=$ticket->getLastMsgId();

        // post response - if any
        $response = null;
        if($vars['response'] && $thisstaff->canPostReply()) {
            $vars['response'] = $ticket->replaceVars($vars['response']);
            if(($response=$ticket->postReply($vars, $errors, false))) {
                //Only state supported is closed on response
                if(isset($vars['ticket_state']) && $thisstaff->canCloseTickets())
                    $ticket->setState($vars['ticket_state']);
            }
        }

        //Post Internal note
        if($vars['assignId'] && $thisstaff->canAssignTickets()) { //Assign ticket to staff or team.
            $ticket->assign($vars['assignId'], $vars['note']);
        } elseif($vars['note']) { //Not assigned...save optional note if any
            $ticket->logNote('New Ticket', $vars['note'], $thisstaff, false);
        } else { //Not assignment and no internal note - log activity
            $ticket->logActivity('New Ticket by Staff','Ticket created by staff -'.$thisstaff->getName());
        }

        $ticket->reload();

        if(!$cfg->notifyONNewStaffTicket()
                || !isset($vars['alertuser'])
                || !($dept=$ticket->getDept()))
            return $ticket; //No alerts.

        //Send Notice to user --- if requested AND enabled!!
        if(($tpl=$dept->getTemplate())
                && ($msg=$tpl->getNewTicketNoticeMsgTemplate())
                && ($email=$dept->getEmail())) {

            $message = $vars['message'];
            if($response) {
                $message .= ($cfg->isHtmlThreadEnabled()) ? "<br><br>" : "\n\n";
                $message .= $response->getBody();
            }

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

            $attachments =($cfg->emailAttachments() && $response)?$response->getAttachments():array();

            $msg = $ticket->replaceVars($msg->asArray(), array(
                'message' => $message,
                'signature' => $signature,
                'response' => ($response) ? $response->getBody() : '',
            ));

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

            $references = $ticket->getLastMessage()->getEmailMessageId();
            if (isset($response))
                $references = array($response->getEmailMessageId(), $references);
            $options = array('references' => $references);
            $email->send($ticket->getEmail(), $msg['subj'], $msg['body'], $attachments,
                $options);
        }

        return $ticket;

    }

    function checkOverdue() {

        $sql='SELECT ticket_id FROM '.TICKET_TABLE.' T1 '
            .' LEFT JOIN '.SLA_TABLE.' T2 ON (T1.sla_id=T2.id AND T2.isactive=1) '
            .' WHERE status=\'open\' AND isoverdue=0 '
            .' AND ((reopened is NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),T1.created))>=T2.grace_period*3600) '
            .' OR (reopened is NOT NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),reopened))>=T2.grace_period*3600) '
            .' OR (duedate is NOT NULL AND duedate<NOW()) '
            .' ) ORDER BY T1.created LIMIT 50'; //Age upto 50 tickets at a time?
        //echo $sql;
        if(($res=db_query($sql)) && db_num_rows($res)) {
            while(list($id)=db_fetch_row($res)) {
                if(($ticket=Ticket::lookup($id)) && $ticket->markOverdue())
                    $ticket->logActivity('Ticket Marked Overdue', 'Ticket flagged as overdue by the system.');
            }
        } else {
            //TODO: Trigger escalation on already overdue tickets - make sure last overdue event > grace_period.

        }
   }

}
?>