diff --git a/include/class.mailfetch.php b/include/class.mailfetch.php
index 5253dfe818eae2e1d8c02757e8db647352cbb598..c7612ccbcec75bd2d7e99e6ee6e52014ebf8de89 100644
--- a/include/class.mailfetch.php
+++ b/include/class.mailfetch.php
@@ -400,11 +400,11 @@ class MailFetcher {
$errors=array();
if($ticket) {
- if(!($msgid=$ticket->postMessage($vars, 'Email')))
+ if(!($message=$ticket->postMessage($vars, 'Email')))
return false;
} elseif (($ticket=Ticket::create($vars, $errors, 'Email'))) {
- $msgid = $ticket->getLastMsgId();
+ $message = $ticket->getLastMessage();
} else {
//Report success if the email was absolutely rejected.
if(isset($errors['errno']) && $errors['errno'] == 403)
@@ -421,19 +421,22 @@ class MailFetcher {
}
//Save attachments if any.
- if($msgid
+ if($message
&& $ost->getConfig()->allowEmailAttachments()
- && ($struct = imap_fetchstructure($this->mbox, $mid))
- && $struct->parts
+ && ($struct = imap_fetchstructure($this->mbox, $mid))
+ && $struct->parts
&& ($attachments=$this->getAttachments($struct))) {
-
+
foreach($attachments as $a ) {
- $file = array(
- 'name' => $a['name'],
- 'type' => $a['type'],
- 'data' => $this->decode(imap_fetchbody($this->mbox, $mid, $a['index']), $a['encoding'])
- );
- $ticket->importAttachments(array($file), $msgid, 'M');
+ $file = array('name' => $a['name'], 'type' => $a['type']);
+
+ //Check the file type
+ if(!$ost->isFileTypeAllowed($file))
+ $file['error'] = 'Invalid file type (ext) for '.Format::htmlchars($file['name']);
+ else //only fetch the body if necessary TODO: Make it a callback.
+ $file['data'] = $this->decode(imap_fetchbody($this->mbox, $mid, $a['index']), $a['encoding']);
+
+ $message->importAttachment($file);
}
}
diff --git a/include/class.pdf.php b/include/class.pdf.php
index b0650b7796de3c2932cc1f24e0dd6527f5a1f46a..f210149346c7d36d561bdca8bc3fb9ad59771226 100644
--- a/include/class.pdf.php
+++ b/include/class.pdf.php
@@ -21,11 +21,11 @@ require (FPDF_DIR . 'fpdf.php');
class Ticket2PDF extends FPDF
{
-
+
var $includenotes = false;
-
+
var $pageOffset = 0;
-
+
var $ticket = null;
function Ticket2PDF($ticket, $psize='Letter', $notes=false) {
@@ -47,7 +47,7 @@ class Ticket2PDF extends FPDF
function getTicket() {
return $this->ticket;
}
-
+
//report header...most stuff are hard coded for now...
function Header() {
global $cfg;
@@ -66,7 +66,7 @@ class Ticket2PDF extends FPDF
$this->Cell(0, 5, 'Date & Time based on GMT '.$_SESSION['TZ_OFFSET'], 0, 1, 'R');
$this->Ln(10);
}
-
+
//Page footer baby
function Footer() {
global $thisstaff;
@@ -94,10 +94,10 @@ class Ticket2PDF extends FPDF
if(function_exists('iconv'))
return iconv('UTF-8', 'windows-1252', $text);
-
+
return utf8_encode($text);
}
-
+
function _print() {
if(!($ticket=$this->getTicket()))
@@ -107,7 +107,7 @@ class Ticket2PDF extends FPDF
$l = 35;
$c = $w-$l;
-
+
$this->SetFont('Arial', 'B', 11);
$this->cMargin = 0;
$this->SetFont('Arial', 'B', 11);
@@ -215,7 +215,11 @@ class Ticket2PDF extends FPDF
'R'=>array(255, 224, 179),
'N'=>array(250, 250, 210));
//Get ticket thread
- if(($entries = $ticket->getThread(($this->includenotes)))) {
+ $types = array('M', 'R');
+ if($this->includenotes)
+ $types[] = 'N';
+
+ if(($entries = $ticket->getThreadEntries($types))) {
foreach($entries as $entry) {
$color = $colors[$entry['thread_type']];
@@ -228,11 +232,12 @@ class Ticket2PDF extends FPDF
$this->Cell($w/2, 7, $entry['poster'], 'TBR', 1, 'L', true);
$this->SetFont('');
$text= $entry['body'];
- if($entry['attachments']
- && ($attachments = $ticket->getAttachments($entry['id'], $entry['thread_type']))) {
+ if($entry['attachments']
+ && ($tentry=$ticket->getThreadEntry($entry['id']))
+ && ($attachments = $tentry->getAttachments())) {
foreach($attachments as $attachment)
$files[]= $attachment['name'];
-
+
$text.="\nFiles Attached: [".implode(', ',$files)."]\n";
}
$this->WriteText($w*2, $text, 1);
@@ -240,6 +245,6 @@ class Ticket2PDF extends FPDF
}
}
- }
+ }
}
?>
diff --git a/include/class.ticket.php b/include/class.ticket.php
index a7a16e4644ba357db5f619ec50760de71de60a20..4e9cff307deac882b5842ea23f08b8e629fe667b 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -64,7 +64,9 @@ class Ticket {
var $team; //Team obj
var $topic; //Topic obj
var $tlock; //TicketLock obj
-
+
+ var $thread; //Thread obj.
+
function Ticket($id){
$this->id = 0;
$this->load($id);
@@ -78,11 +80,8 @@ class Ticket {
//TODO: delete helptopic field in ticket table.
$sql='SELECT ticket.*, lock_id, dept_name, priority_desc '
- .' ,IF(sla.id IS NULL, NULL, DATE_ADD(ticket.created, INTERVAL sla.grace_period HOUR)) as sla_duedate '
+ .' ,IF(sla.id IS NULL, NULL, DATE_ADD(ticket.created, INTERVAL sla.grace_period HOUR)) as sla_duedate '
.' ,count(attach.attach_id) as attachments '
- .' ,count(DISTINCT message.id) as messages '
- .' ,count(DISTINCT response.id) as responses '
- .' ,count(DISTINCT note.id) as notes '
.' FROM '.TICKET_TABLE.' ticket '
.' LEFT JOIN '.DEPT_TABLE.' dept ON (ticket.dept_id=dept.dept_id) '
.' LEFT JOIN '.SLA_TABLE.' sla ON (ticket.sla_id=sla.id AND sla.isactive=1) '
@@ -92,12 +91,6 @@ class Ticket {
.'ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW()) '
.' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach ON ('
.'ticket.ticket_id=attach.ticket_id) '
- .' LEFT JOIN '.TICKET_THREAD_TABLE.' message ON ('
- ."ticket.ticket_id=message.ticket_id AND message.thread_type = 'M') "
- .' LEFT JOIN '.TICKET_THREAD_TABLE.' response ON ('
- ."ticket.ticket_id=response.ticket_id AND response.thread_type = 'R') "
- .' LEFT JOIN '.TICKET_THREAD_TABLE.' note ON ( '
- ."ticket.ticket_id=note.ticket_id AND note.thread_type = 'N') "
.' WHERE ticket.ticket_id='.db_input($id)
.' GROUP BY ticket.ticket_id';
@@ -143,7 +136,10 @@ class Ticket {
$this->tlock = null;
$this->stats = null;
$this->topic = null;
-
+ $this->thread = null;
+
+ $this->getThread();
+
return true;
}
@@ -261,13 +257,13 @@ class Ticket {
return $this->duedate;
}
- function getSLADuedate() {
+ function getSLADueDate() {
return $this->ht['sla_duedate'];
}
function getEstDueDate() {
- //Real due date
+ //Real due date
if(($duedate=$this->getDueDate()))
return $duedate;
@@ -534,12 +530,16 @@ class Ticket {
return $this->lastMsgId;
}
- function getRelatedTicketsCount(){
+ function getLastMessage() {
+ return Message::lookup($this->getLastMsgId(), $this->getId());
+ }
+
+ function getThread() {
- $sql='SELECT count(*) FROM '.TICKET_TABLE
- .' WHERE email='.db_input($this->getEmail());
+ if(!$this->thread)
+ $this->thread = Thread::lookup($this);
- return db_result(db_query($sql));
+ return $this->thread;
}
function getThreadCount() {
@@ -547,121 +547,42 @@ class Ticket {
}
function getNumMessages() {
- return $this->ht['messages'];
+ return $this->getThread()->getNumMessages();
}
function getNumResponses() {
- return $this->ht['responses'];
+ return $this->getThread()->getNumResponses();
}
function getNumNotes() {
- return $this->ht['notes'];
+ return $this->getThread()->getNumNotes();
}
function getMessages() {
- return $this->getThreadByType('M');
+ return $this->getThreadEntries('M');
}
- function getResponses($msgId=0) {
- return $this->getThreadByType('R', $msgId);
+ function getResponses() {
+ return $this->getThreadEntries('R');
}
function getNotes() {
- return $this->getThreadByType('N');
+ return $this->getThreadEntries('N');
}
function getClientThread() {
- return $this->getThreadWithoutNotes();
+ return $this->getThreadEntries(array('M', 'R'));
}
- function getThreadWithNotes() {
- return $this->getThread(true);
+ function getThreadEntry($id) {
+ return $this->getThread()->getEntry($id);
}
-
- function getThreadWithoutNotes() {
- return $this->getThread(false);
- }
-
- function getThread($includeNotes=false, $order='') {
- $treadtypes=array('M', 'R'); // messages and responses.
- if($includeNotes) //Include notes??
- $treadtypes[] = 'N';
-
- return $this->getThreadByType($treadtypes, $order);
+ function getThreadEntries($type, $order='') {
+ return $this->getThread()->getEntries($type, $order);
}
-
- function getThreadByType($type, $order='ASC') {
-
- if(!$order || !in_array($order, array('DESC','ASC')))
- $order='ASC';
-
- $sql='SELECT thread.* '
- .' ,count(DISTINCT attach.attach_id) as attachments '
- .' FROM '.TICKET_THREAD_TABLE.' thread '
- .' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach
- ON (thread.ticket_id=attach.ticket_id
- AND thread.id=attach.ref_id
- AND thread.thread_type=attach.ref_type) '
- .' WHERE thread.ticket_id='.db_input($this->getId());
-
- if($type && is_array($type))
- $sql.=" AND thread.thread_type IN('".implode("','", $type)."')";
- elseif($type)
- $sql.=' AND thread.thread_type='.db_input($type);
-
- $sql.=' GROUP BY thread.id '
- .' ORDER BY thread.created '.$order;
- $thread=array();
- if(($res=db_query($sql)) && db_num_rows($res))
- while($rec=db_fetch_array($res))
- $thread[] = $rec;
-
- return $thread;
- }
-
- function getAttachments($refId=0, $type=null) {
-
- if($refId && !$type)
- return NULL;
-
- //XXX: inner join the file table instead?
- $sql='SELECT a.attach_id, f.id as file_id, f.size, f.hash as file_hash, f.name '
- .' FROM '.FILE_TABLE.' f '
- .' INNER JOIN '.TICKET_ATTACHMENT_TABLE.' a ON(f.id=a.file_id) '
- .' WHERE a.ticket_id='.db_input($this->getId());
-
- if($refId)
- $sql.=' AND a.ref_id='.db_input($refId);
-
- if($type)
- $sql.=' AND a.ref_type='.db_input($type);
-
- $attachments = array();
- if(($res=db_query($sql)) && db_num_rows($res)) {
- while($rec=db_fetch_array($res))
- $attachments[] = $rec;
- }
-
- return $attachments;
- }
-
- function getAttachmentsLinks($refId, $type, $separator=' ',$target='') {
-
- $str='';
- foreach($this->getAttachments($refId, $type) as $attachment ) {
- /* The has here can be changed but must match validation in attachment.php */
- $hash=md5($attachment['file_id'].session_id().$attachment['file_hash']);
- if($attachment['size'])
- $size=sprintf('<em>(%s)</em>', Format::file_size($attachment['size']));
-
- $str.=sprintf('<a class="Icon file" href="attachment.php?id=%d&h=%s" target="%s">%s</a>%s %s',
- $attachment['attach_id'], $hash, $target, Format::htmlchars($attachment['name']), $size, $separator);
- }
- return $str;
- }
/* -------------------- Setters --------------------- */
function setLastMsgId($msgid) {
@@ -1168,10 +1089,10 @@ class Ticket {
break;
case 'due_date':
$duedate ='';
- if($this->getDueDate())
+ if($this->getEstDueDate())
$duedate = Format::date(
$cfg->getDateTimeFormat(),
- Misc::db2gmtime($this->getDueDate()),
+ Misc::db2gmtime($this->getEstDueDate()),
$cfg->getTZOffset(),
$cfg->observeDaylightSaving());
@@ -1397,46 +1318,34 @@ class Ticket {
}
//Insert message from client
- function postMessage($vars, $source='', $alerts=true) {
+ function postMessage($vars, $origin='', $alerts=true) {
global $cfg;
-
- if(!$vars || !$vars['message'])
- return 0;
-
+
//Strip quoted reply...on emailed replies
- if(!strcasecmp($source, 'Email')
- && $cfg->stripQuotedReply()
+ if(!strcasecmp($origin, 'Email')
+ && $cfg->stripQuotedReply()
&& ($tag=$cfg->getReplySeparator()) && strpos($vars['message'], $tag))
- list($vars['message']) = split($tag, $vars['message']);
+ if(list($msg) = split($tag, $vars['message']))
+ $vars['message'] = $msg;
- # XXX: Refuse auto-response messages? (via email) XXX: No - but kill our auto-responder.
+ if($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;
- $sql='INSERT INTO '.TICKET_THREAD_TABLE.' SET created=NOW()'
- .' ,thread_type="M" '
- .' ,ticket_id='.db_input($this->getId())
- # XXX: Put Subject header into the 'title' field
- .' ,body='.db_input(Format::striptags($vars['message'])) //Tags/code stripped...meaning client can not send in code..etc
- .' ,source='.db_input($source?$source:$_SERVER['REMOTE_ADDR'])
- .' ,ip_address='.db_input($_SERVER['REMOTE_ADDR']);
-
- if(!db_query($sql) || !($msgid=db_insert_id()))
- return 0; //bail out....
+ $this->setLastMsgId($message->getId());
- $this->setLastMsgId($msgid);
-
- if (isset($vars['mid'])) {
- $sql='INSERT INTO '.TICKET_EMAIL_INFO_TABLE
- .' SET message_id='.db_input($msgid)
- .', email_mid='.db_input($vars['mid'])
- .', headers='.db_input($vars['header']);
- db_query($sql);
- }
+ if (isset($vars['mid']))
+ $message->saveEmailInfo($vars);
- if(!$alerts) return $msgid; //Our work is done...
+ if(!$alerts) return $message; //Our work is done...
$autorespond = true;
- if ($autorespond && $vars['header'] && TicketFilter::isAutoResponse($vars['header']))
+ if ($autorespond && $message->isAutoResponse())
$autorespond=false;
$this->onMessage($autorespond); //must be called b4 sending alerts to staff.
@@ -1452,7 +1361,7 @@ class Ticket {
//If enabled...send alert to staff (New Message Alert)
if($cfg->alertONNewMessage() && $tpl && $email && ($msg=$tpl->getNewMessageAlertMsgTemplate())) {
- $msg = $this->replaceVars($msg, array('message' => $vars['message']));
+ $msg = $this->replaceVars($msg, array('message' => $message));
//Build list of recipients and fire the alerts.
$recipients=array();
@@ -1477,8 +1386,8 @@ class Ticket {
$sentlist[] = $staff->getEmail();
}
}
-
- return $msgid;
+
+ return $message;
}
function postCannedReply($canned, $msgId, $alert=true) {
@@ -1492,16 +1401,17 @@ class Ticket {
$files[] = $file['id'];
$info = array('msgId' => $msgId,
+ 'poster' => 'SYSTEM (Canned Reply)',
'response' => $this->replaceVars($canned->getResponse()),
'cannedattachments' => $files);
$errors = array();
- if(!($respId=$this->postReply($info, $errors, false)))
- return false;
+ if(!($response=$this->postReply($info, $errors, false)))
+ return null;
$this->markUnAnswered();
- if(!$alert) return $respId;
+ if(!$alert) return $response;
$dept = $this->getDept();
@@ -1518,65 +1428,41 @@ class Ticket {
else
$signature='';
- $msg = $this->replaceVars($msg, array('response' => $info['response'], 'signature' => $signature));
+ $msg = $this->replaceVars($msg, array('response' => $response, 'signature' => $signature));
if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
$msg['body'] ="\n$tag\n\n".$msg['body'];
- $attachments =($cfg->emailAttachments() && $files)?$this->getAttachments($respId, 'R'):array();
+ $attachments =($cfg->emailAttachments() && $files)?$response->getAttachments():array();
$email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body'], $attachments);
}
- return $respId;
+ return $response;
}
- /* public */
+ /* public */
function postReply($vars, &$errors, $alert = true) {
global $thisstaff, $cfg;
- if(!$vars['msgId'])
- $errors['msgId'] ='Missing messageId - internal error';
- if(!$vars['response'])
- $errors['response'] = 'Response message required';
-
- if($errors) return 0;
- $poster = $thisstaff?$thisstaff->getName():'SYSTEM (Canned Reply)';
+ if(!$vars['poster'] && $thisstaff)
+ $vars['poster'] = $thisstaff->getName();
- $sql='INSERT INTO '.TICKET_THREAD_TABLE.' SET created=NOW() '
- .' ,thread_type="R"'
- .' ,ticket_id='.db_input($this->getId())
- .' ,pid='.db_input($vars['msgId'])
- .' ,body='.db_input(Format::striptags($vars['response']))
- .' ,staff_id='.db_input($thisstaff?$thisstaff->getId():0)
- .' ,poster='.db_input($poster)
- .' ,ip_address='.db_input($thisstaff?$thisstaff->getIP():'');
+ if(!$vars['staffId'] && $thisstaff)
+ $vars['staffId'] = $thisstaff->getId();
- if(!db_query($sql) || !($respId=db_insert_id()))
- return false;
+ if(!($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']);
- /* We can NOT recover from attachment related failures at this point */
- $attachments = array();
- //Web based upload.. note that we're not "validating" attachments on response.
- if($_FILES['attachments'] && ($files=Format::files($_FILES['attachments'])))
- $attachments=$this->uploadAttachments($files, $respId, 'R');
-
- //Canned attachments...
- if($vars['cannedattachments'] && is_array($vars['cannedattachments'])) {
- foreach($vars['cannedattachments'] as $fileId)
- if($fileId && $this->saveAttachment($fileId, $respId, 'R'))
- $attachments[] = $fileId;
- }
-
$this->onResponse(); //do house cleaning..
$this->reload();
/* email the user?? - if disabled - the bail out */
- if(!$alert) return $respId;
+ if(!$alert) return $response;
$dept = $this->getDept();
@@ -1594,20 +1480,20 @@ class Ticket {
$signature=$dept->getSignature();
else
$signature='';
-
- $msg = $this->replaceVars($msg,
- array('response' => $vars['response'], 'signature' => $signature, 'staff' => $thisstaff));
+
+ $msg = $this->replaceVars($msg,
+ array('response' => $response, 'signature' => $signature, 'staff' => $thisstaff));
if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
$msg['body'] ="\n$tag\n\n".$msg['body'];
//Set attachments if emailing.
- $attachments =($cfg->emailAttachments() && $attachments)?$this->getAttachments($respId,'R'):array();
+ $attachments = $cfg->emailAttachments()?$response->getAttachments():array();
//TODO: setup 5 param (options... e.g mid trackable on replies)
$email->send($this->getEmail(), $msg['subj'], $msg['body'], $attachments);
}
- return $respId;
+ return $response;
}
//Activity log - saved as internal notes WHEN enabled!!
@@ -1659,42 +1545,23 @@ class Ticket {
$alert);
}
- function postNote($vars, &$errors, $poster, $alert=true) {
+ function postNote($vars, &$errors, $poster, $alert=true) {
global $cfg, $thisstaff;
- if(!$vars || !is_array($vars))
- $errors['err'] = 'Missing or invalid data';
- elseif(!$vars['note'])
- $errors['note'] = 'Note required';
-
- if($errors) return false;
-
- $staffId = 0;
+ //Who is posting the note - staff or system?
+ $vars['staffId'] = 0;
+ $vars['poster'] = 'SYSTEM';
if($poster && is_object($poster)) {
- $staffId = $poster->getId();
- $poster = $poster->getName();
- } elseif(!$poster) {
- $poster ='SYSTEM';
+ $vars['staffId'] = $poster->getId();
+ $vars['poster'] = $poster->getName();
+ }elseif($poster) { //string
+ $vars['poster'] = $poster;
}
- //TODO: move to class.thread.php
+ if(!($note=$this->getThread()->addNote($vars, $errors)))
+ return null;
- $sql= 'INSERT INTO '.TICKET_THREAD_TABLE.' SET created=NOW() '.
- ',thread_type="N"'.
- ',ticket_id='.db_input($this->getId()).
- ',title='.db_input(Format::striptags($vars['title']?$vars['title']:'[No Title]')).
- ',body='.db_input(Format::striptags($vars['note'])).
- ',staff_id='.db_input($staffId).
- ',poster='.db_input($poster);
- //echo $sql;
- if(!db_query($sql) || !($id=db_insert_id()))
- return false;
-
- //Upload attachments IF ANY - TODO: validate attachment types??
- if($_FILES['attachments'] && ($files=Format::files($_FILES['attachments'])))
- $attachments = $this->uploadAttachments($files, $id, 'N');
-
- //Set state: Error on state change not critical!
+ //Set state: Error on state change not critical!
if(isset($vars['state']) && $vars['state']) {
if($this->setState($vars['state']))
$this->reload();
@@ -1702,11 +1569,8 @@ class Ticket {
// If alerts are not enabled then return a success.
if(!$alert || !$cfg->alertONNewNote() || !($dept=$this->getDept()))
- return $id;
+ return $note;
- //Note obj.
- $note = Note::lookup($id, $this->getId());
-
if(!($tpl = $dept->getTemplate()))
$tpl= $cfg->getDefaultTemplate();
@@ -1733,7 +1597,7 @@ class Ticket {
if($cfg->alertDeptManagerONNewNote() && $dept && $dept->getManagerId())
$recipients[]=$dept->getManager();
- $attachments =($attachments)?$this->getAttachments($id, 'N'):array();
+ $attachments = $note->getAttachments();
$sentlist=array();
foreach( $recipients as $k=>$staff) {
if(!$staff || !is_object($staff) || !$staff->getEmail() || !$staff->isAvailable()) continue;
@@ -1743,8 +1607,8 @@ class Ticket {
$sentlist[] = $staff->getEmail();
}
}
-
- return $id;
+
+ return $note;
}
//Print ticket... export the ticket thread as PDF.
@@ -1757,123 +1621,25 @@ class Ticket {
exit;
}
- //online based attached files.
- function uploadAttachments($files, $refid, $type, $checkFileTypes=false) {
- global $ost;
-
- $uploaded=array();
- $ost->validateFileUploads($files, $checkFileTypes); //Validator sets errors - if any
- foreach($files as $file) {
- if(!$file['error']
- && ($id=AttachmentFile::upload($file))
- && $this->saveAttachment($id, $refid, $type))
- $uploaded[]=$id;
- elseif($file['error']!=UPLOAD_ERR_NO_FILE) {
-
- // log file upload errors as interal notes + syslog debug.
- if($file['error'] && gettype($file['error'])=='string')
- $error = $file['error'];
- else
- $error ='Error #'.$file['error'];
-
- $this->logNote('File Upload Error', $error, 'SYSTEM', false);
-
- $ost->logDebug('File Upload Error (Ticket #'.$this->getExtId().')', $error);
- }
-
- }
-
- return $uploaded;
- }
-
- /* Wrapper or uploadAttachments
- - used on client interface
- - file type check is forced
- - $_FILES is passed.
- */
- function uploadFiles($files, $refid, $type) {
- return $this->uploadAttachments(Format::files($files), $refid, $type, true);
- }
-
- /* Emailed & API attachments handler */
- function importAttachments($attachments, $refid, $type, $checkFileTypes=true) {
- global $ost;
-
- if(!$attachments || !is_array($attachments)) return null;
-
- $files = array();
- foreach ($attachments as &$info) {
- //Do error checking...
- if ($checkFileTypes && !$ost->isFileTypeAllowed($info))
- $info['error'] = 'Invalid file type (ext) for '.Format::htmlchars($info['name']);
- elseif ($info['encoding'] && !strcasecmp($info['encoding'], 'base64')) {
- if(!($info['data'] = base64_decode($info['data'], true)))
- $info['error'] = sprintf('%s: Poorly encoded base64 data', Format::htmlchars($info['name']));
- }
-
- if($info['error']) {
- $this->logNote('File Import Error', $info['error'], 'SYSTEM', false);
- } elseif (($id=$this->saveAttachment($info, $refid, $type))) {
- $files[] = $id;
- }
- }
-
- return $files;
- }
-
-
- /*
- Save attachment to the DB. upload/import (above).
-
- @file is a mixed var - can be ID or file hash.
- */
- function saveAttachment($file, $refid, $type) {
-
- if(!$refid || !$type || !($fileId=is_numeric($file)?$file:AttachmentFile::save($file)))
- return 0;
-
- $sql ='INSERT INTO '.TICKET_ATTACHMENT_TABLE.' SET created=NOW() '
- .' ,ticket_id='.db_input($this->getId())
- .' ,file_id='.db_input($fileId)
- .' ,ref_id='.db_input($refid)
- .' ,ref_type='.db_input($type);
+ function delete() {
- return (db_query($sql) && ($id=db_insert_id()))?$id:0;
- }
-
-
-
- function deleteAttachments(){
-
- $deleted=0;
- // Clear reference table
- $res=db_query('DELETE FROM '.TICKET_ATTACHMENT_TABLE.' WHERE ticket_id='.db_input($this->getId()));
- if ($res && db_affected_rows())
- $deleted = AttachmentFile::deleteOrphans();
-
- return $deleted;
- }
-
-
- function delete(){
-
- $sql='DELETE FROM '.TICKET_TABLE.' WHERE ticket_id='.$this->getId().' LIMIT 1';
+ $sql = 'DELETE FROM '.TICKET_TABLE.' WHERE ticket_id='.$this->getId().' LIMIT 1';
if(!db_query($sql) || !db_affected_rows())
return false;
- db_query('DELETE FROM '.TICKET_THREAD_TABLE.' WHERE ticket_id='.db_input($this->getId()));
- $this->deleteAttachments();
-
+ //delete just orphaned ticket thread & associated attachments.
+ $this->getThread()->delete();
+
return true;
}
function update($vars, &$errors) {
global $cfg, $thisstaff;
-
+
if(!$cfg || !$thisstaff || !$thisstaff->canEditTickets())
return false;
-
+
$fields=array();
$fields['name'] = array('type'=>'string', 'required'=>1, 'error'=>'Name required');
$fields['email'] = array('type'=>'email', 'required'=>1, 'error'=>'Valid email required');
@@ -1959,9 +1725,14 @@ class Ticket {
}
-
+
function lookup($id) { //Assuming local ID is the only lookup used!
- return ($id && is_numeric($id) && ($ticket= new Ticket($id)) && $ticket->getId()==$id)?$ticket:null;
+ return ($id
+ && is_numeric($id)
+ && ($ticket= new Ticket($id))
+ && $ticket->getId()==$id
+ && $ticket->getThread())
+ ?$ticket:null;
}
function lookupByExtId($id, $email=null) {
@@ -2241,8 +2012,11 @@ class Ticket {
}
$dept = $ticket->getDept();
+
//post the message.
- $msgid=$ticket->postMessage($vars , $source, false);
+ unset($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']);
@@ -2260,10 +2034,8 @@ class Ticket {
# Messages that are clearly auto-responses from email systems should
# not have a return 'ping' message
- if ($autorespond && $vars['header'] &&
- TicketFilter::isAutoResponse(Mail_Parse::splitHeaders($vars['header']))) {
+ if ($autorespond && $message && $message->isAutoResponse())
$autorespond=false;
- }
//Don't auto respond to mailer daemons.
if( $autorespond &&
@@ -2274,8 +2046,8 @@ class Ticket {
//post canned auto-response IF any (disables new ticket auto-response).
if ($vars['cannedResponseId']
- && $ticket->postCannedReply($vars['cannedResponseId'], $msgid, $autorespond)) {
- $ticket->markUnAnswered(); //Leave the ticket as unanswred.
+ && $ticket->postCannedReply($vars['cannedResponseId'], $message->getId(), $autorespond)) {
+ $ticket->markUnAnswered(); //Leave the ticket as unanswred.
$autorespond = false;
}
@@ -2285,7 +2057,7 @@ class Ticket {
$autorespond=false;
/***** See if we need to send some alerts ****/
- $ticket->onNewTicket($vars['message'], $autorespond, $alertstaff);
+ $ticket->onNewTicket($message, $autorespond, $alertstaff);
/************ check if the user JUST reached the max. open tickets limit **********/
if($cfg->getMaxOpenTickets()>0
@@ -2306,25 +2078,25 @@ class Ticket {
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['issue'])
$errors['issue']='Summary of the issue required';
else
$vars['message']=$vars['issue'];
- if($vars['source'] && !in_array(strtolower($vars['source']),array('email','phone','other')))
- $errors['source']='Invalid source - '.Format::htmlchars($vars['source']);
-
if(!($ticket=Ticket::create($vars, $errors, 'staff', false, (!$vars['assignId']))))
return false;
$vars['msgId']=$ticket->getLastMsgId();
- $respId = 0;
-
+
// post response - if any
- if($vars['response']) {
+ $response = null;
+ if($vars['response'] && $thisstaff->canPostReply()) {
$vars['response'] = $ticket->replaceVars($vars['response']);
- if(($respId=$ticket->postReply($vars, $errors, false))) {
+ if(($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']);
@@ -2340,7 +2112,7 @@ class Ticket {
}
$ticket->reload();
-
+
if(!$cfg->notifyONNewStaffTicket() || !isset($vars['alertuser']))
return $ticket; //No alerts.
@@ -2356,8 +2128,8 @@ class Ticket {
if($tpl && ($msg=$tpl->getNewTicketNoticeMsgTemplate()) && $email) {
$message = $vars['issue'];
- if($vars['response'])
- $message.="\n\n".$vars['response'];
+ if($response)
+ $message.="\n\n".$response->getBody();
if($vars['signature']=='mine')
$signature=$thisstaff->getSignature();
@@ -2372,7 +2144,7 @@ class Ticket {
if($cfg->stripQuotedReply() && ($tag=trim($cfg->getReplySeparator())))
$msg['body'] ="\n$tag\n\n".$msg['body'];
- $attachments =($cfg->emailAttachments() && $respId)?$ticket->getAttachments($respId,'R'):array();
+ $attachments =($cfg->emailAttachments() && $response)?$response->getAttachments():array();
$email->send($ticket->getEmail(), $msg['subj'], $msg['body'], $attachments);
}
diff --git a/include/client/view.inc.php b/include/client/view.inc.php
index fa8a5b4a5420df21565f463b79c59ac33ecceca7..6684413c753e61bcb3188b94f5c8581754e9aa2b 100644
--- a/include/client/view.inc.php
+++ b/include/client/view.inc.php
@@ -72,7 +72,9 @@ if($ticket->getThreadCount() && ($thread=$ticket->getClientThread())) {
<tr><th><?php echo Format::db_datetime($entry['created']); ?> <span><?php echo $poster; ?></span></th></tr>
<tr><td><?php echo Format::display($entry['body']); ?></td></tr>
<?php
- if($entry['attachments'] && ($links=$ticket->getAttachmentsLinks($entry['id'], $entry['thread_type']))) { ?>
+ if($entry['attachments']
+ && ($tentry=$ticket->getThreadEntry($entry['id']))
+ && ($links=$tentry->getAttachmentsLinks())) { ?>
<tr><td class="info"><?php echo $links; ?></td></tr>
<?php
} ?>
diff --git a/include/staff/ticket-view.inc.php b/include/staff/ticket-view.inc.php
index 2a1a7aeb6953582744ba7cbebc549c4eda3d2183..45f25805b215f158cf0496da5f4c61340e307737 100644
--- a/include/staff/ticket-view.inc.php
+++ b/include/staff/ticket-view.inc.php
@@ -306,7 +306,9 @@ if(!$cfg->showNotesInline()) { ?>
</td>
</tr>
<?php
- if($note['attachments'] && ($links=$ticket->getAttachmentsLinks($note['id'],'N'))) {?>
+ if($note['attachments']
+ && ($tentry=$ticket->getThreadEntry($note['id']))
+ && ($links=$tentry->getAttachmentsLinks())) { ?>
<tr>
<td class="info" colspan="2"><?php echo $links; ?></td>
</tr>
@@ -325,7 +327,10 @@ if(!$cfg->showNotesInline()) { ?>
<?php
$threadTypes=array('M'=>'message','R'=>'response', 'N'=>'note');
/* -------- Messages & Responses & Notes (if inline)-------------*/
- if(($thread=$ticket->getThread($cfg->showNotesInline()))) {
+ $types = array('M', 'R');
+ if($cfg->showNotesInline())
+ $types[] = 'N';
+ if(($thread=$ticket->getThreadEntries($types))) {
foreach($thread as $entry) {
?>
<table class="<?php echo $threadTypes[$entry['thread_type']]; ?>" cellspacing="0" cellpadding="1" width="940" border="0">
@@ -336,7 +341,9 @@ if(!$cfg->showNotesInline()) { ?>
</tr>
<tr><td colspan=3><?php echo Format::display($entry['body']); ?></td></tr>
<?php
- if($entry['attachments'] && ($links=$ticket->getAttachmentsLinks($entry['id'], $entry['thread_type']))) {?>
+ if($entry['attachments']
+ && ($tentry=$ticket->getThreadEntry($entry['id']))
+ && ($links=$tentry->getAttachmentsLinks())) {?>
<tr>
<td class="info" colspan=3><?php echo $links; ?></td>
</tr>
@@ -512,7 +519,7 @@ if(!$cfg->showNotesInline()) { ?>
<input type="hidden" name="a" value="postnote">
<table border="0" cellspacing="0" cellpadding="3">
<?php
- if($errors['note']) {?>
+ if($errors['postnote']) {?>
<tr>
<td width="160"> </td>
<td class="error"><?php echo $errors['postnote']; ?></td>
diff --git a/scp/tickets.php b/scp/tickets.php
index 9e436f200fe08f3348423d46f0118ba101fa0813..5f0c418adf2a4710b18e340f02393ec7ce6468eb 100644
--- a/scp/tickets.php
+++ b/scp/tickets.php
@@ -1,9 +1,9 @@
<?php
/*************************************************************************
tickets.php
-
+
Handles all tickets related actions.
-
+
Peter Rotich <peter@osticket.com>
Copyright (c) 2006-2013 osTicket
http://www.osticket.com
@@ -46,23 +46,25 @@ if($_POST && !$errors):
$errors['err'] = 'Action denied. Contact admin for access';
else {
- if(!$_POST['msgId'])
- $errors['err']='Missing message ID - Internal error';
if(!$_POST['response'])
$errors['response']='Response required';
-
//Use locks to avoid double replies
if($lock && $lock->getStaffId()!=$thisstaff->getId())
$errors['err']='Action Denied. Ticket is locked by someone else!';
-
+
//Make sure the email is not banned
if(!$errors['err'] && TicketFilter::isBanned($ticket->getEmail()))
$errors['err']='Email is in banlist. Must be removed to reply.';
}
$wasOpen =($ticket->isOpen());
+
//If no error...do the do.
- if(!$errors && ($respId=$ticket->postReply($_POST, $errorsi, isset($_POST['emailreply'])))) {
+ $vars = $_POST;
+ if(!$errors && $_FILES['attachments'])
+ $vars['files'] = AttachmentFile::format($_FILES['attachments']);
+
+ if(!$errors && ($response=$ticket->postReply($vars, $errors, isset($_POST['emailreply'])))) {
$msg='Reply posted successfully';
$ticket->reload();
if($ticket->isClosed() && $wasOpen)
@@ -73,7 +75,7 @@ if($_POST && !$errors):
}
break;
case 'transfer': /** Transfer ticket **/
- //Check permission
+ //Check permission
if(!$thisstaff->canTransferTickets())
$errors['err']=$errors['transfer'] = 'Action Denied. You are not allowed to transfer tickets.';
else {
@@ -85,13 +87,13 @@ if($_POST && !$errors):
$errors['deptId'] = 'Ticket already in the department';
elseif(!($dept=Dept::lookup($_POST['deptId'])))
$errors['deptId'] = 'Unknown or invalid department';
-
+
//Transfer message - required.
if(!$_POST['transfer_comments'])
$errors['transfer_comments'] = 'Transfer comments required';
elseif(strlen($_POST['transfer_comments'])<5)
$errors['transfer_comments'] = 'Transfer comments too short!';
-
+
//If no errors - them attempt the transfer.
if(!$errors && $ticket->transfer($_POST['deptId'], $_POST['transfer_comments'])) {
$msg = 'Ticket transferred successfully to '.$ticket->getDeptName();
@@ -112,7 +114,7 @@ if($_POST && !$errors):
else {
$id = preg_replace("/[^0-9]/", "",$_POST['assignId']);
- $claim = (is_numeric($_POST['assignId']) && $_POST['assignId']==$thisstaff->getId());
+ $claim = (is_numeric($_POST['assignId']) && $_POST['assignId']==$thisstaff->getId());
if(!$_POST['assignId'] || !$id)
$errors['assignId'] = 'Select assignee';
@@ -132,7 +134,7 @@ if($_POST && !$errors):
$errors['assign_comments'] = 'Assignment comments required';
elseif(strlen($_POST['assign_comments'])<5)
$errors['assign_comments'] = 'Comment too short';
-
+
if(!$errors && $ticket->assign($_POST['assignId'], $_POST['assign_comments'], !$claim)) {
if($claim) {
$msg = 'Ticket is NOW assigned to you!';
@@ -146,7 +148,7 @@ if($_POST && !$errors):
$errors['assign'] = 'Correct the error(s) below and try again!';
}
}
- break;
+ break;
case 'postnote': /* Post Internal Note */
//Make sure the staff can set desired state
if($_POST['state']) {
@@ -158,12 +160,22 @@ if($_POST && !$errors):
}
$wasOpen = ($ticket->isOpen());
- if(($noteId=$ticket->postNote($_POST, $errors, $thisstaff))) {
+
+ $vars = $_POST;
+ if($_FILES['attachments'])
+ $vars['files'] = AttachmentFile::format($_FILES['attachments']);
+
+ if(($note=$ticket->postNote($vars, $errors, $thisstaff))) {
+
$msg='Internal note posted successfully';
if($wasOpen && $ticket->isClosed())
$ticket = null; //Going back to main listing.
+
} else {
- $errors['err'] = 'Unable to post internal note - missing or invalid data.';
+
+ if(!$errors['err'])
+ $errors['err'] = 'Unable to post internal note - missing or invalid data.';
+
$errors['postnote'] = 'Unable to post the note. Correct the error(s) below and try again!';
}
break;
@@ -195,9 +207,9 @@ if($_POST && !$errors):
$note = $_POST['ticket_status_notes'];
else
$note='Ticket closed (without comments)';
-
+
$ticket->logNote('Ticket Closed', $note, $thisstaff);
-
+
//Going back to main listing.
TicketLock::removeStaffLocks($thisstaff->getId(), $ticket->getId());
$page=$ticket=null;
@@ -299,7 +311,7 @@ if($_POST && !$errors):
} elseif(Banlist::remove($ticket->getEmail())) {
$msg = 'Email removed from banlist';
} elseif(!BanList::includes($ticket->getEmail())) {
- $warn = 'Email is not in the banlist';
+ $warn = 'Email is not in the banlist';
} else {
$errors['err']='Unable to remove the email from banlist. Try again.';
}
@@ -333,7 +345,7 @@ if($_POST && !$errors):
switch($_POST['a']) {
case 'mass_process':
if(!$thisstaff->canManageTickets())
- $errors['err']='You do not have permission to mass manage tickets. Contact admin for such access';
+ $errors['err']='You do not have permission to mass manage tickets. Contact admin for such access';
elseif(!$_POST['tids'] || !is_array($_POST['tids']))
$errors['err']='No tickets selected. You must select at least one ticket.';
else {
@@ -364,7 +376,7 @@ if($_POST && !$errors):
if($thisstaff->canCloseTickets()) {
$note='Ticket closed without response by '.$thisstaff->getName();
foreach($_POST['tids'] as $k=>$v) {
- if(($t=Ticket::lookup($v)) && $t->isOpen() && @$t->close()) {
+ if(($t=Ticket::lookup($v)) && $t->isOpen() && @$t->close()) {
$i++;
$t->logNote('Ticket Closed', $note, $thisstaff);
}
@@ -401,7 +413,7 @@ if($_POST && !$errors):
foreach($_POST['tids'] as $k=>$v) {
if(($t=Ticket::lookup($v)) && @$t->delete()) $i++;
}
-
+
//Log a warning
if($i) {
$log = sprintf('%s (%s) just deleted %d ticket(s)',
@@ -429,13 +441,19 @@ if($_POST && !$errors):
$ticket=null;
if(!$thisstaff || !$thisstaff->canCreateTickets()) {
$errors['err']='You do not have permission to create tickets. Contact admin for such access';
- }elseif(($ticket=Ticket::open($_POST, $errors))) {
- $msg='Ticket created successfully';
- $_REQUEST['a']=null;
- if(!$ticket->checkStaffAccess($thisstaff) || $ticket->isClosed())
- $ticket=null;
- }elseif(!$errors['err']) {
- $errors['err']='Unable to create the ticket. Correct the error(s) and try again';
+ } else {
+ $vars = $_POST;
+ if($_FILES['attachments'])
+ $vars['files'] = AttachmentFile::format($_FILES['attachments']);
+
+ if(($ticket=Ticket::open($vars, $errors))) {
+ $msg='Ticket created successfully';
+ $_REQUEST['a']=null;
+ if(!$ticket->checkStaffAccess($thisstaff) || $ticket->isClosed())
+ $ticket=null;
+ } elseif(!$errors['err']) {
+ $errors['err']='Unable to create the ticket. Correct the error(s) and try again';
+ }
}
break;
}
@@ -470,7 +488,7 @@ if($cfg->showAnsweredTickets()) {
'title'=>'Answered Tickets',
'href'=>'tickets.php?status=answered',
'iconclass'=>'answeredTickets'),
- ($_REQUEST['status']=='answered'));
+ ($_REQUEST['status']=='answered'));
}
}
@@ -515,7 +533,7 @@ if($thisstaff->canCreateTickets()) {
$nav->addSubMenu(array('desc'=>'New Ticket',
'href'=>'tickets.php?a=open',
'iconclass'=>'newTicket'),
- ($_REQUEST['a']=='open'));
+ ($_REQUEST['a']=='open'));
}
@@ -524,7 +542,7 @@ if($ticket) {
$ost->setPageTitle('Ticket #'.$ticket->getNumber());
$nav->setActiveSubMenu(-1);
$inc = 'ticket-view.inc.php';
- if($_REQUEST['a']=='edit' && $thisstaff->canEditTickets())
+ if($_REQUEST['a']=='edit' && $thisstaff->canEditTickets())
$inc = 'ticket-edit.inc.php';
elseif($_REQUEST['a'] == 'print' && !$ticket->pdfExport($_REQUEST['psize'], $_REQUEST['notes']))
$errors['err'] = 'Internal error: Unable to export the ticket to PDF for print.';