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Commit 340fb4e6 authored by Peter Rotich's avatar Peter Rotich
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Reactor how template group and email are fetched.

parent 6fd12376
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include/class.ticket.php
+ 84
− 125
View file @ 340fb4e6
...@@ -385,9 +385,11 @@ class Ticket { ...@@ -385,9 +385,11 @@ class Ticket {
} }
function getDept() { function getDept() {
global $cfg;
if(!$this->dept && $this->getDeptId()) if(!$this->dept)
$this->dept= Dept::lookup($this->getDeptId()); if(!($this->dept = Dept::lookup($this->getDeptId())))
$this->dept = $cfg->getDefaultDept();
return $this->dept; return $this->dept;
} }
...@@ -832,22 +834,20 @@ class Ticket { ...@@ -832,22 +834,20 @@ class Ticket {
/* ------ SEND OUT NEW TICKET AUTORESP && ALERTS ----------*/ /* ------ SEND OUT NEW TICKET AUTORESP && ALERTS ----------*/
$this->reload(); //get the new goodies. $this->reload(); //get the new goodies.
$dept= $this->getDept(); if(!$cfg
|| !($dept=$this->getDept())
if(!$dept || !($tpl = $dept->getTemplate())) || !($tpl = $dept->getTemplate())
$tpl= $cfg->getDefaultTemplate(); || !($email=$dept->getAutoRespEmail())) {
return false; //bail out...missing stuff.
if(!$tpl) return false; //bail out...missing stuff. }
if(!$dept || !($email=$dept->getAutoRespEmail()))
$email =$cfg->getDefaultEmail();
$options = array( $options = array(
'inreplyto'=>$message->getEmailMessageId(), 'inreplyto'=>$message->getEmailMessageId(),
'references'=>$message->getEmailReferences()); 'references'=>$message->getEmailReferences());
//Send auto response - if enabled. //Send auto response - if enabled.
if($autorespond && $email && $cfg->autoRespONNewTicket() if($autorespond
&& $cfg->autoRespONNewTicket()
&& $dept->autoRespONNewTicket() && $dept->autoRespONNewTicket()
&& ($msg=$tpl->getAutoRespMsgTemplate())) { && ($msg=$tpl->getAutoRespMsgTemplate())) {
...@@ -863,12 +863,10 @@ class Ticket { ...@@ -863,12 +863,10 @@ class Ticket {
null, $options); null, $options);
} }
if(!($email=$cfg->getAlertEmail()))
$email =$cfg->getDefaultEmail();
//Send alert to out sleepy & idle staff. //Send alert to out sleepy & idle staff.
if($alertstaff && $email if ($alertstaff
&& $cfg->alertONNewTicket() && $cfg->alertONNewTicket()
&& ($email=$cfg->getAlertEmail())
&& ($msg=$tpl->getNewTicketAlertMsgTemplate())) { && ($msg=$tpl->getNewTicketAlertMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(), array('message' => $message)); $msg = $this->replaceVars($msg->asArray(), array('message' => $message));
...@@ -912,18 +910,14 @@ class Ticket { ...@@ -912,18 +910,14 @@ class Ticket {
$msg=sprintf('Max open tickets (%d) reached for %s ', $cfg->getMaxOpenTickets(), $this->getEmail()); $msg=sprintf('Max open tickets (%d) reached for %s ', $cfg->getMaxOpenTickets(), $this->getEmail());
$ost->logWarning('Max. Open Tickets Limit ('.$this->getEmail().')', $msg); $ost->logWarning('Max. Open Tickets Limit ('.$this->getEmail().')', $msg);
if(!$sendNotice || !$cfg->sendOverLimitNotice()) return true; if(!$sendNotice || !$cfg->sendOverLimitNotice())
return true;
//Send notice to user. //Send notice to user.
$dept = $this->getDept(); if(($dept = $this->getDept())
&& ($tpl=$dept->getTemplate())
if(!$dept || !($tpl=$dept->getTemplate())) && ($msg=$tpl->getOverlimitMsgTemplate())
$tpl=$cfg->getDefaultTemplate(); && ($email=$dept->getAutoRespEmail())) {
if(!$dept || !($email=$dept->getAutoRespEmail()))
$email=$cfg->getDefaultEmail();
if($tpl && ($msg=$tpl->getOverlimitMsgTemplate()) && $email) {
$msg = $this->replaceVars($msg->asArray(), $msg = $this->replaceVars($msg->asArray(),
array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():'')); array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():''));
...@@ -971,18 +965,14 @@ class Ticket { ...@@ -971,18 +965,14 @@ class Ticket {
if(!$autorespond || !$cfg->autoRespONNewMessage()) return; //no autoresp or alerts. if(!$autorespond || !$cfg->autoRespONNewMessage()) return; //no autoresp or alerts.
$this->reload(); $this->reload();
$dept = $this->getDept();
$email = $dept->getAutoRespEmail();
if(!$dept || !($tpl = $dept->getTemplate()))
$tpl = $cfg->getDefaultTemplate();
if(!$dept || !($email = $dept->getAutoRespEmail()))
$email = $cfg->getDefaultEmail();
//If enabled...send confirmation to user. ( New Message AutoResponse) //If enabled...send confirmation to user. ( New Message AutoResponse)
if($email && $tpl && ($msg=$tpl->getNewMessageAutorepMsgTemplate())) { if($email
&& ($tpl=$dept->getTemplate())
&& ($msg=$tpl->getNewMessageAutorepMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(), $msg = $this->replaceVars($msg->asArray(),
array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():'')); array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():''));
...@@ -1022,14 +1012,10 @@ class Ticket { ...@@ -1022,14 +1012,10 @@ class Ticket {
if(!$alert || !$cfg->alertONAssignment()) return true; //No alerts! if(!$alert || !$cfg->alertONAssignment()) return true; //No alerts!
$dept = $this->getDept(); $dept = $this->getDept();
if(!$dept
//Get template. || !($tpl = $dept->getTemplate())
if(!$dept || !($tpl = $dept->getTemplate())) || !($email = $cfg->getAlertEmail()))
$tpl = $cfg->getDefaultTemplate(); return true;
//Email to use!
if(!($email=$cfg->getAlertEmail()))
$email = $cfg->getDefaultEmail();
//recipients //recipients
$recipients=array(); $recipients=array();
...@@ -1044,7 +1030,7 @@ class Ticket { ...@@ -1044,7 +1030,7 @@ class Ticket {
} }
//Get the message template //Get the message template
if($email && $recipients && $tpl && ($msg=$tpl->getAssignedAlertMsgTemplate())) { if($recipients && ($msg=$tpl->getAssignedAlertMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(), $msg = $this->replaceVars($msg->asArray(),
array('comments' => $comments, array('comments' => $comments,
...@@ -1076,20 +1062,15 @@ class Ticket { ...@@ -1076,20 +1062,15 @@ class Ticket {
$whine = false; $whine = false;
//check if we need to send alerts. //check if we need to send alerts.
if(!$whine || !$cfg->alertONOverdueTicket()) if(!$whine
|| !$cfg->alertONOverdueTicket()
|| !($dept = $this->getDept()))
return true; return true;
$dept = $this->getDept();
//Get department-defined or default template.
if(!$dept || !($tpl = $dept->getTemplate()))
$tpl= $cfg->getDefaultTemplate();
//Email to use!
if(!($email=$cfg->getAlertEmail()))
$email =$cfg->getDefaultEmail();
//Get the message template //Get the message template
if($tpl && ($msg=$tpl->getOverdueAlertMsgTemplate()) && $email) { if(($tpl = $dept->getTemplate())
&& ($msg=$tpl->getOverdueAlertMsgTemplate())
&& ($email=$cfg->getAlertEmail())) {
$msg = $this->replaceVars($msg->asArray(), $msg = $this->replaceVars($msg->asArray(),
array('comments' => $comments)); array('comments' => $comments));
...@@ -1282,19 +1263,12 @@ class Ticket { ...@@ -1282,19 +1263,12 @@ class Ticket {
$this->logEvent('transferred'); $this->logEvent('transferred');
//Send out alerts if enabled AND requested //Send out alerts if enabled AND requested
if(!$alert || !$cfg->alertONTransfer() || !($dept=$this->getDept())) return true; //no alerts!! if(!$alert || !$cfg->alertONTransfer() || !($dept=$this->getDept()))
return true; //no alerts!!
//Get template. if(($email=$cfg->getAlertEmail())
if(!($tpl = $dept->getTemplate())) && ($tpl = $dept->getTemplate())
$tpl= $cfg->getDefaultTemplate(); && ($msg=$tpl->getTransferAlertMsgTemplate())) {
//Email to use!
if(!($email=$cfg->getAlertEmail()))
$email =$cfg->getDefaultEmail();
//Get the message template
if($tpl && ($msg=$tpl->getTransferAlertMsgTemplate()) && $email) {
$msg = $this->replaceVars($msg->asArray(), $msg = $this->replaceVars($msg->asArray(),
array('comments' => $comments, 'staff' => $thisstaff)); array('comments' => $comments, 'staff' => $thisstaff));
...@@ -1442,17 +1416,22 @@ class Ticket { ...@@ -1442,17 +1416,22 @@ class Ticket {
$dept = $this->getDept(); $dept = $this->getDept();
if(!$dept || !($tpl = $dept->getTemplate()))
$tpl= $cfg->getDefaultTemplate();
if(!($email=$cfg->getAlertEmail()))
$email =$cfg->getDefaultEmail();
$variables = array(
'message' => $message,
'poster' => ($vars['poster'] ? $vars['poster'] : $this->getName())
);
$options = array(
'inreplyto' => $message->getEmailMessageId(),
'references' => $message->getEmailReferences());
//If enabled...send alert to staff (New Message Alert) //If enabled...send alert to staff (New Message Alert)
if($cfg->alertONNewMessage() && $tpl && $email && ($msg=$tpl->getNewMessageAlertMsgTemplate())) { if($cfg->alertONNewMessage()
&& ($email = $cfg->getAlertEmail())
&& ($tpl = $dept->getTemplate())
&& ($msg = $tpl->getNewMessageAlertMsgTemplate())) {
$attachments = $message->getAttachments(); $attachments = $message->getAttachments();
$msg = $this->replaceVars($msg->asArray(), array('message' => $message)); $msg = $this->replaceVars($msg->asArray(), $variables);
//Build list of recipients and fire the alerts. //Build list of recipients and fire the alerts.
$recipients=array(); $recipients=array();
...@@ -1470,9 +1449,6 @@ class Ticket { ...@@ -1470,9 +1449,6 @@ class Ticket {
$recipients[]=$manager; $recipients[]=$manager;
$sentlist=array(); //I know it sucks...but..it works. $sentlist=array(); //I know it sucks...but..it works.
$options = array(
'inreplyto'=>$message->getEmailMessageId(),
'references'=>$message->getEmailReferences());
foreach( $recipients as $k=>$staff) { foreach( $recipients as $k=>$staff) {
if(!$staff || !$staff->getEmail() || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue; if(!$staff || !$staff->getEmail() || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
$alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']); $alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
...@@ -1510,13 +1486,9 @@ class Ticket { ...@@ -1510,13 +1486,9 @@ class Ticket {
$dept = $this->getDept(); $dept = $this->getDept();
if(!($tpl = $dept->getTemplate())) if(($email=$dept->getEmail())
$tpl= $cfg->getDefaultTemplate(); && ($tpl = $dept->getTemplate())
&& ($msg=$tpl->getAutoReplyMsgTemplate())) {
if(!$dept || !($email=$dept->getEmail()))
$email = $cfg->getDefaultEmail();
if($tpl && ($msg=$tpl->getAutoReplyMsgTemplate()) && $email) {
if($dept && $dept->isPublic()) if($dept && $dept->isPublic())
$signature=$dept->getSignature(); $signature=$dept->getSignature();
...@@ -1561,41 +1533,37 @@ class Ticket { ...@@ -1561,41 +1533,37 @@ class Ticket {
$this->setStatus($vars['reply_ticket_status']); $this->setStatus($vars['reply_ticket_status']);
$this->onResponse(); //do house cleaning.. $this->onResponse(); //do house cleaning..
$this->reload();
/* email the user?? - if disabled - the bail out */ /* email the user?? - if disabled - the bail out */
if(!$alert) return $response; if(!$alert) return $response;
$dept = $this->getDept(); $dept = $this->getDept();
if(!($tpl = $dept->getTemplate())) if($thisstaff && $vars['signature']=='mine')
$tpl= $cfg->getDefaultTemplate(); $signature=$thisstaff->getSignature();
elseif($vars['signature']=='dept' && $dept && $dept->isPublic())
if(!$dept || !($email=$dept->getEmail())) $signature=$dept->getSignature();
$email = $cfg->getDefaultEmail(); else
$signature='';
if($tpl && ($msg=$tpl->getReplyMsgTemplate()) && $email) {
if($thisstaff && $vars['signature']=='mine') $variables = array(
$signature=$thisstaff->getSignature(); 'response' => $response,
elseif($vars['signature']=='dept' && $dept && $dept->isPublic()) 'signature' => $signature,
$signature=$dept->getSignature(); 'staff' => $thisstaff,
else 'poster' => $thisstaff);
$signature=''; $options = array(
'inreplyto' => $response->getEmailMessageId(),
'references' => $response->getEmailReferences());
//Set attachments if emailing. if(($email=$dept->getEmail())
$attachments = $cfg->emailAttachments()?$response->getAttachments():array(); && ($tpl = $dept->getTemplate())
&& ($msg=$tpl->getReplyMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(), $msg = $this->replaceVars($msg->asArray(), $variables);
array('response' => $response, 'signature' => $signature, 'staff' => $thisstaff));
if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator())) if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
$msg['body'] = "<p style=\"display:none\">$tag<p>".$msg['body']; $msg['body'] = "<p style=\"display:none\">$tag<p>".$msg['body'];
$attachments = $cfg->emailAttachments()?$response->getAttachments():array();
$options = array(
'inreplyto' => $response->getEmailMessageId(),
'references' => $response->getEmailReferences());
//TODO: setup 5 param (options... e.g mid trackable on replies)
$email->send($this->getEmail(), $msg['subj'], $msg['body'], $attachments, $email->send($this->getEmail(), $msg['subj'], $msg['body'], $attachments,
$options); $options);
} }
...@@ -1673,14 +1641,9 @@ class Ticket { ...@@ -1673,14 +1641,9 @@ class Ticket {
if(!$alert || !$cfg->alertONNewNote() || !($dept=$this->getDept())) if(!$alert || !$cfg->alertONNewNote() || !($dept=$this->getDept()))
return $note; return $note;
if(!($tpl = $dept->getTemplate())) if(($email=$cfg->getAlertEmail())
$tpl= $cfg->getDefaultTemplate(); && ($tpl = $dept->getTemplate())
&& ($msg=$tpl->getNoteAlertMsgTemplate())) {
if(!($email=$cfg->getAlertEmail()))
$email =$cfg->getDefaultEmail();
if($tpl && ($msg=$tpl->getNoteAlertMsgTemplate()) && $email) {
$attachments = $note->getAttachments(); $attachments = $note->getAttachments();
...@@ -2278,19 +2241,15 @@ class Ticket { ...@@ -2278,19 +2241,15 @@ class Ticket {
$ticket->reload(); $ticket->reload();
if(!$cfg->notifyONNewStaffTicket() || !isset($vars['alertuser'])) if(!$cfg->notifyONNewStaffTicket()
|| !isset($vars['alertuser'])
|| !($dept=$ticket->getDept()))
return $ticket; //No alerts. return $ticket; //No alerts.
//Send Notice to user --- if requested AND enabled!! //Send Notice to user --- if requested AND enabled!!
if(($tpl=$dept->getTemplate())
$dept=$ticket->getDept(); && ($msg=$tpl->getNewTicketNoticeMsgTemplate())
if(!$dept || !($tpl=$dept->getTemplate())) && ($email=$dept->getEmail())) {
$tpl=$cfg->getDefaultTemplate();
if(!$dept || !($email=$dept->getEmail()))
$email =$cfg->getDefaultEmail();
if($tpl && ($msg=$tpl->getNewTicketNoticeMsgTemplate()) && $email) {
$message = $vars['message']; $message = $vars['message'];
if($response) { if($response) {
......
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