diff --git a/include/class.ticket.php b/include/class.ticket.php
index dc6f5fe311c7b65be9b4231649a7cbd553447554..07c8bfebdf10e7a520974ab0732204a9040f7701 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -526,6 +526,23 @@ class Ticket {
return $this->ht['status_id'];
}
+ /**
+ * setStatusId
+ *
+ * Forceably set the ticket status ID to the received status ID. No
+ * checks are made. Use ::setStatus() to change the ticket status
+ */
+ // XXX: Use ::setStatus to change the status. This can be used as a
+ // fallback if the logic in ::setStatus fails.
+ function setStatusId($id) {
+ $sql = 'UPDATE '.TICKET_TABLE.' SET updated=NOW() '.
+ ' ,status_id='.db_input($status->getId()) .
+ ' WHERE ticket_id='.db_input($this->getId());
+
+ if (!db_query($sql) || !db_affected_rows())
+ return false;
+ }
+
function getStatus() {
if (!$this->status && $this->getStatusId())
@@ -1076,7 +1093,7 @@ class Ticket {
function setStatus($status, $comments='', &$errors=array(), $set_closing_agent=true) {
global $thisstaff;
- if (!$thisstaff || !($role=$thisstaff->getRole($this->getDeptId())))
+ if ($thisstaff && !($role=$thisstaff->getRole($this->getDeptId())))
return false;
if ($status && is_numeric($status))
@@ -1085,19 +1102,21 @@ class Ticket {
if (!$status || !$status instanceof TicketStatus)
return false;
- // Double check permissions
- switch ($status->getState()) {
- case 'closed':
- if (!($role->hasPerm(TicketModel::PERM_CLOSE)))
+ // Double check permissions (when changing status)
+ if ($role && $this->getStatusId()) {
+ switch ($status->getState()) {
+ case 'closed':
+ if (!($role->hasPerm(TicketModel::PERM_CLOSE)))
+ return false;
+ break;
+ case 'deleted':
+ // XXX: intercept deleted status and do hard delete
+ if ($role->hasPerm(TicketModel::PERM_DELETE))
+ return $this->delete($comments);
+ // Agent doesn't have permission to delete tickets
return false;
- break;
- case 'deleted':
- // XXX: intercept deleted status and do hard delete
- if ($role->hasPerm(TicketModel::PERM_DELETE))
- return $this->delete($comments);
- // Agent doesn't have permission to delete tickets
- return false;
- break;
+ break;
+ }
}
if ($this->getStatusId() == $status->getId())
@@ -1244,10 +1263,14 @@ class Ticket {
return false; //bail out...missing stuff.
}
- $options = array(
- 'inreplyto'=>$message->getEmailMessageId(),
- 'references'=>$message->getEmailReferences(),
- 'thread'=>$message);
+ $options = array();
+ if ($message instanceof ThreadEntry) {
+ $options += array(
+ 'inreplyto'=>$message->getEmailMessageId(),
+ 'references'=>$message->getEmailReferences(),
+ 'thread'=>$message
+ );
+ }
//Send auto response - if enabled.
if($autorespond
@@ -1275,7 +1298,7 @@ class Ticket {
$recipients=$sentlist=array();
//Exclude the auto responding email just incase it's from staff member.
- if ($message->isAutoReply())
+ if ($message instanceof ThreadEntry && $message->isAutoReply())
$sentlist[] = $this->getEmail();
//Alert admin??
@@ -2019,7 +2042,7 @@ class Ticket {
return $message;
}
- function postCannedReply($canned, $msgId, $alert=true) {
+ function postCannedReply($canned, $message, $alert=true) {
global $ost, $cfg;
if((!is_object($canned) && !($canned=Canned::lookup($canned))) || !$canned->isEnabled())
@@ -2036,7 +2059,7 @@ class Ticket {
$response = new TextThreadEntryBody(
$this->replaceVars($canned->getPlainText()));
- $info = array('msgId' => $msgId,
+ $info = array('msgId' => $message instanceof ThreadEntry ? $message->getId() : 0,
'poster' => __('SYSTEM (Canned Reply)'),
'response' => $response,
'cannedattachments' => $files);
@@ -2715,15 +2738,11 @@ class Ticket {
}
}
- if (!$form->isValid($field_filter('ticket')))
- $errors += $form->errors();
-
if ($vars['uid'])
$user = User::lookup($vars['uid']);
$id=0;
$fields=array();
- $fields['message'] = array('type'=>'*', 'required'=>1, 'error'=>__('Message content is required'));
switch (strtolower($origin)) {
case 'web':
$fields['topicId'] = array('type'=>'int', 'required'=>1, 'error'=>__('Select a help topic'));
@@ -2756,11 +2775,11 @@ class Ticket {
$errors['duedate']=__('Due date must be in the future');
}
+ $topic_forms = array();
if (!$errors) {
// Handle the forms associate with the help topics. Instanciate the
// entries, disable and track the requested disabled fields.
- $topic_forms = array();
if ($vars['topicId']) {
if ($__topic=Topic::lookup($vars['topicId'])) {
foreach ($__topic->getForms() as $idx=>$__F) {
@@ -2846,6 +2865,9 @@ class Ticket {
}
}
+ if (!$form->isValid($field_filter('ticket')))
+ $errors += $form->errors();
+
if ($vars['topicId']) {
if ($topic=Topic::lookup($vars['topicId'])) {
foreach ($topic_forms as $topic_form) {
@@ -3053,8 +3075,12 @@ class Ticket {
// Apply requested status — this should be done AFTER assignment,
// because if it is requested to be closed, it should not cause the
// ticket to be reopened for assignment.
- if ($statusId)
- $ticket->setStatus($statusId, false, $errors, false);
+ if ($statusId) {
+ if (!$ticket->setStatus($statusId, false, $errors, false)) {
+ // Tickets _must_ have a status. Forceably set one here
+ $ticket->setStatusId($cfg->getDefaultTicketStatusId());
+ }
+ }
/********** double check auto-response ************/
//Override auto responder if the FROM email is one of the internal emails...loop control.
@@ -3065,12 +3091,12 @@ class Ticket {
# not have a return 'ping' message
if (isset($vars['flags']) && $vars['flags']['bounce'])
$autorespond = false;
- if ($autorespond && $message->isAutoReply())
+ if ($autorespond && $message instanceof ThreadEntry && $message->isAutoReply())
$autorespond = false;
//post canned auto-response IF any (disables new ticket auto-response).
if ($vars['cannedResponseId']
- && $ticket->postCannedReply($vars['cannedResponseId'], $message->getId(), $autorespond)) {
+ && $ticket->postCannedReply($vars['cannedResponseId'], $message, $autorespond)) {
$ticket->markUnAnswered(); //Leave the ticket as unanswred.
$autorespond = false;
}
@@ -3082,7 +3108,7 @@ class Ticket {
//Don't send alerts to staff when the message is a bounce
// this is necessary to avoid possible loop (especially on new ticket)
- if ($alertstaff && $message->isBounce())
+ if ($alertstaff && $message instanceof ThreadEntry && $message->isBounce())
$alertstaff = false;
/***** See if we need to send some alerts ****/
diff --git a/include/staff/ticket-view.inc.php b/include/staff/ticket-view.inc.php
index de9ccf80153ce21876688d343459a1cb08dc6b17..5bda5f6374998dd31bf662c8fe8a37b3e8375eb1 100644
--- a/include/staff/ticket-view.inc.php
+++ b/include/staff/ticket-view.inc.php
@@ -466,7 +466,7 @@ $tcount+= $ticket->getNumNotes();
$msgId = $entry['id'];
}
} else {
- echo '<p>'.__('Error fetching ticket thread - get technical help.').'</p>';
+ echo '<p><em>'.__('No entries have been posted to this ticket.').'</em></p>';
}?>
<div class="clear" style="padding-bottom:10px;"></div>
<?php if($errors['err']) { ?>
diff --git a/scp/css/scp.css b/scp/css/scp.css
index d958edda6e4b31ffbe376d141fc68788e7c8d60e..01dc05cf9506c278ec4b73b0bd552147e6172e01 100644
--- a/scp/css/scp.css
+++ b/scp/css/scp.css
@@ -2133,3 +2133,7 @@ td.indented {
position: relative;
top: -1px;
}
+
+#topic-forms tbody + tbody td.handle {
+ padding-top: 15px;
+}