diff --git a/include/class.config.php b/include/class.config.php
index 73261e24c3df3547f3bbce2e3d2dadc48662e3b9..a33f231d6bff4b7277065b8d4ca2794fe5d2f827 100644
--- a/include/class.config.php
+++ b/include/class.config.php
@@ -680,19 +680,20 @@ class OsticketConfig extends Config {
return ($this->get('message_alert_acct_manager'));
}
- function alertONNewNote() {
+ //TODO: change note_alert to activity_alert
+ function alertONNewActivity() {
return ($this->get('note_alert_active'));
}
- function alertLastRespondentONNewNote() {
+ function alertLastRespondentONNewActivity() {
return ($this->get('note_alert_laststaff'));
}
- function alertAssignedONNewNote() {
+ function alertAssignedONNewActivity() {
return ($this->get('note_alert_assigned'));
}
- function alertDeptManagerONNewNote() {
+ function alertDeptManagerONNewActivity() {
return ($this->get('note_alert_dept_manager'));
}
diff --git a/include/class.thread.php b/include/class.thread.php
index 019cd8b65df15eafea32e5db56799698f83fc482..45586bf89f9d2aa5672b0bdbd2fdbb8890cdbfb1 100644
--- a/include/class.thread.php
+++ b/include/class.thread.php
@@ -237,7 +237,7 @@ class Thread {
}
-Class ThreadEntry {
+class ThreadEntry {
var $id;
var $ht;
@@ -339,6 +339,10 @@ Class ThreadEntry {
return db_query($sql) && db_affected_rows();
}
+ function getMessage() {
+ return $this->getBody();
+ }
+
function getCreateDate() {
return $this->ht['created'];
}
@@ -1305,10 +1309,6 @@ class Note extends ThreadEntry {
parent::ThreadEntry($id, 'N', $ticketId);
}
- function getMessage() {
- return $this->getBody();
- }
-
/* static */
function create($vars, &$errors) {
return self::lookup(self::add($vars, $errors));
diff --git a/include/class.ticket.php b/include/class.ticket.php
index e4f5a8b7721b2c451627817ff2ec40b1f6d989cb..148f4f7d91e1e1896ec65279da7a20790211f2a0 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -1081,9 +1081,15 @@ class Ticket {
return true;
}
- function onResponse() {
+ function onResponse($response, $options=array()) {
db_query('UPDATE '.TICKET_TABLE.' SET isanswered=1, lastresponse=NOW(), updated=NOW() WHERE ticket_id='.db_input($this->getId()));
$this->reload();
+ $vars = array_merge($options,
+ array(
+ 'activity' => _S('New Response'),
+ 'threadentry' => $response));
+
+ $this->onActivity($vars);
}
/*
@@ -1212,6 +1218,86 @@ class Ticket {
}
}
+ function onActivity($vars, $alert=true) {
+ global $cfg, $thisstaff;
+
+ //TODO: do some shit
+
+ if (!$alert // Check if alert is enabled
+ || !$cfg->alertONNewActivity()
+ || !($dept=$this->getDept())
+ || !($email=$cfg->getAlertEmail())
+ || !($tpl = $dept->getTemplate())
+ || !($msg=$tpl->getNoteAlertMsgTemplate()))
+ return;
+
+ // Alert recipients
+ $recipients=array();
+
+ //Last respondent.
+ if ($cfg->alertLastRespondentONNewActivity())
+ $recipients[] = $this->getLastRespondent();
+
+ // Assigned staff / team
+ if ($cfg->alertAssignedONNewActivity()) {
+
+ if (isset($vars['assignee'])
+ && $vars['assignee'] instanceof Staff)
+ $recipients[] = $vars['assignee'];
+ elseif ($this->isOpen() && ($assignee = $this->getStaff()))
+ $recipients[] = $assignee;
+
+ if ($team = $this->getTeam())
+ $recipients = array_merge($recipients, $team->getMembers());
+ }
+
+ // Dept manager
+ if ($cfg->alertDeptManagerONNewActivity() && $dept && $dept->getManagerId())
+ $recipients[] = $dept->getManager();
+
+ $options = array();
+ $staffId = $thisstaff ? $thisstaff->getId() : 0;
+ if ($vars['threadentry'] && $vars['threadentry'] instanceof ThreadEntry) {
+ $options = array(
+ 'inreplyto' => $vars['threadentry']->getEmailMessageId(),
+ 'references' => $vars['threadentry']->getEmailReferences(),
+ 'thread' => $vars['threadentry']);
+
+ // Activity details
+ if (!$vars['comments'])
+ $vars['comments'] = $vars['threadentry'];
+
+ // Staff doing the activity
+ $staffId = $vars['threadentry']->getStaffId() ?: $staffId;
+ }
+
+ $msg = $this->replaceVars($msg->asArray(),
+ array(
+ 'note' => $vars['threadentry'], // For compatibility
+ 'activity' => $vars['activity'],
+ 'comments' => $vars['comments']));
+
+ $isClosed = $this->isClosed();
+ $sentlist=array();
+ foreach ($recipients as $k=>$staff) {
+ if (!is_object($staff)
+ // Don't bother vacationing staff.
+ || !$staff->isAvailable()
+ // No need to alert the poster!
+ || $staffId == $staff->getId()
+ // No duplicates.
+ || isset($sentlist[$staff->getEmail()])
+ // Make sure staff has access to ticket
+ || ($isClosed && !$this->checkStaffAccess($staff))
+ )
+ continue;
+ $alert = $this->replaceVars($msg, array('recipient' => $staff));
+ $email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
+ $sentlist[$staff->getEmail()] = 1;
+ }
+
+ }
+
function onAssign($assignee, $comments, $alert=true) {
global $cfg, $thisstaff;
@@ -1841,6 +1927,7 @@ class Ticket {
if(!($response = $this->getThread()->addResponse($vars, $errors)))
return null;
+ $assignee = $this->getStaff();
// Set status - if checked.
if ($vars['reply_status_id']
&& $vars['reply_status_id'] != $this->getStatusId())
@@ -1850,10 +1937,11 @@ class Ticket {
&& $cfg->autoClaimTickets())
$this->setStaffId($thisstaff->getId()); //direct assignment;
- $this->onResponse(); //do house cleaning..
+
+ $this->onResponse($response, array('assignee' => $assignee)); //do house cleaning..
/* email the user?? - if disabled - then bail out */
- if(!$alert) return $response;
+ if (!$alert) return $response;
$dept = $this->getDept();
@@ -1979,62 +2067,12 @@ class Ticket {
$this->reload();
}
- // If alerts are not enabled then return a success.
- if(!$alert || !$cfg->alertONNewNote() || !($dept=$this->getDept()))
- return $note;
-
- if (($email = $dept->getAlertEmail())
- && ($tpl = $dept->getTemplate())
- && ($msg=$tpl->getNoteAlertMsgTemplate())) {
-
- $msg = $this->replaceVars($msg->asArray(),
- array('note' => $note));
-
- // Alert recipients
- $recipients=array();
-
- //Last respondent.
- if ($cfg->alertLastRespondentONNewNote())
- $recipients[] = $this->getLastRespondent();
-
- // Assigned staff / team
- if ($cfg->alertAssignedONNewNote()) {
-
- if ($assignee && $assignee instanceof Staff)
- $recipients[] = $assignee;
-
- if ($team = $this->getTeam())
- $recipients = array_merge($recipients, $team->getMembers());
- }
-
- // Dept manager
- if ($cfg->alertDeptManagerONNewNote() && $dept && $dept->getManagerId())
- $recipients[] = $dept->getManager();
-
- $options = array(
- 'inreplyto'=>$note->getEmailMessageId(),
- 'references'=>$note->getEmailReferences(),
- 'thread'=>$note);
-
- $isClosed = $this->isClosed();
- $sentlist=array();
- foreach( $recipients as $k=>$staff) {
- if(!is_object($staff)
- // Don't bother vacationing staff.
- || !$staff->isAvailable()
- // No duplicates.
- || isset($sentlist[$staff->getEmail()])
- // No need to alert the poster!
- || $note->getStaffId() == $staff->getId()
- // Make sure staff has access to ticket
- || ($isClosed && !$this->checkStaffAccess($staff))
- )
- continue;
- $alert = $this->replaceVars($msg, array('recipient' => $staff));
- $email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
- $sentlist[$staff->getEmail()] = 1;
- }
- }
+ $activity = $vars['activity'] ?: _S('New Internal Note');
+ $this->onActivity(array(
+ 'activity' => $activity,
+ 'threadentry' => $note,
+ 'assignee' => $assignee
+ ), $alert);
return $note;
}
diff --git a/include/i18n/en_US/help/tips/settings.alerts.yaml b/include/i18n/en_US/help/tips/settings.alerts.yaml
index 323e1bba55882b32dc31c9cdcc725b2e6aa55052..21951c9e9595c1f911f4c95b50602ea03595ace6 100644
--- a/include/i18n/en_US/help/tips/settings.alerts.yaml
+++ b/include/i18n/en_US/help/tips/settings.alerts.yaml
@@ -42,10 +42,10 @@ message_alert:
href: /scp/templates.php?default_for=message.alert
internal_note_alert:
- title: New Internal Note Alert
+ title: New Internal Activity Alert
content: >
- Alert sent out to Agents when a new <span
- class="doc-desc-title">Internal Note</span> is appended to a ticket.
+ Alert sent out to Agents when internal activity such as an internal
+ note or an agent reply is appended to a ticket.
links:
- title: Default Ticket Activity Template
href: /scp/templates.php?default_for=note.alert
diff --git a/include/i18n/en_US/templates/email/note.alert.yaml b/include/i18n/en_US/templates/email/note.alert.yaml
index a704830d6bb3300607be5b3c7f0c6a55741b4955..5a1bcd91e3d69d21fe5b61ba4e1ab7cc9d2405e1 100644
--- a/include/i18n/en_US/templates/email/note.alert.yaml
+++ b/include/i18n/en_US/templates/email/note.alert.yaml
@@ -6,14 +6,14 @@
#
---
notes: |
- Sent to staff members when a new internal note is appended to a ticket.
- Internal notes can only be added by staff members.
+ Alert sent out to Agents when internal activity such as an internal
+ note or an agent reply is appended to a ticket.
subject: |
- New Internal Note Alert
+ New Internal Activity Alert
body: |
<h3><strong>Hi %{recipient.name},</strong></h3>
- An internal note has been appended to ticket <a
+ An agent has logged activity on ticket <a
href="%{ticket.staff_link}">#%{ticket.number}</a>
<br>
<br>
diff --git a/include/pear/Mail.php b/include/pear/Mail.php
index 75132ac2a6c3e9d99bd1784feb41154f0cd71d3d..5d4d3b09dd61c14a501cc52cb8d2f9f1499bb98a 100644
--- a/include/pear/Mail.php
+++ b/include/pear/Mail.php
@@ -74,14 +74,16 @@ class Mail
function &factory($driver, $params = array())
{
$driver = strtolower($driver);
- @include_once 'Mail/' . $driver . '.php';
$class = 'Mail_' . $driver;
+ if (!class_exists($class))
+ include_once PEAR_DIR.'Mail/' . $driver . '.php';
+
if (class_exists($class)) {
$mailer = new $class($params);
return $mailer;
- } else {
- return PEAR::raiseError('Unable to find class for driver ' . $driver);
}
+
+ return PEAR::raiseError('Unable to find class for driver ' . $driver);
}
/**
diff --git a/include/staff/settings-alerts.inc.php b/include/staff/settings-alerts.inc.php
index 14b3fee30ade06c2b8d190b83e276cb295dd2351..3a9326bc4127343b57831a14a81b8d50f1b5c5bb 100644
--- a/include/staff/settings-alerts.inc.php
+++ b/include/staff/settings-alerts.inc.php
@@ -88,7 +88,7 @@
<?php echo __('Organization Account Manager'); ?>
</td>
</tr>
- <tr><th><em><b><?php echo __('New Internal Note Alert'); ?></b>:
+ <tr><th><em><b><?php echo __('New Internal Activity Alert'); ?></b>:
<i class="help-tip icon-question-sign" href="#internal_note_alert"></i>
</em></th></tr>
<tr>