From 8eebe3bc8556ebe7ac889a73a288b820ca14ff99 Mon Sep 17 00:00:00 2001
From: Peter Rotich <peter@osticket.com>
Date: Fri, 19 Sep 2014 20:16:22 +0000
Subject: [PATCH] Enforce status settings on follow up messages
Consider current status settings to determine if a ticket is reopen-able
Show a warning on staff's ticket view if the ticket is not reopen-able
---
include/api.tickets.php | 4 ++++
include/class.mailfetch.php | 4 ++++
include/class.ticket.php | 23 ++++++++++++++++++-----
include/client/view.inc.php | 10 ++++++++++
include/staff/ticket-view.inc.php | 28 ++++++++++++++++++++--------
5 files changed, 56 insertions(+), 13 deletions(-)
diff --git a/include/api.tickets.php b/include/api.tickets.php
index 47d978a49..6371daa63 100644
--- a/include/api.tickets.php
+++ b/include/api.tickets.php
@@ -149,6 +149,10 @@ class TicketApiController extends ApiController {
$data = $this->getEmailRequest();
if (($thread = ThreadEntry::lookupByEmailHeaders($data))
+ && ($t=$thread->getTicket())
+ && ($data['staffId']
+ || !$t->isClosed()
+ || $t->isReopenable())
&& $thread->postEmail($data)) {
return $thread->getTicket();
}
diff --git a/include/class.mailfetch.php b/include/class.mailfetch.php
index 45758c75c..4e6546549 100644
--- a/include/class.mailfetch.php
+++ b/include/class.mailfetch.php
@@ -721,6 +721,10 @@ class MailFetcher {
$seen = false;
if (($thread = ThreadEntry::lookupByEmailHeaders($vars, $seen))
+ && ($t=$thread->getTicket())
+ && ($vars['staffId']
+ || !$t->isClosed()
+ || $t->isReopenable())
&& ($message = $thread->postEmail($vars))) {
if (!$message instanceof ThreadEntry)
// Email has been processed previously
diff --git a/include/class.ticket.php b/include/class.ticket.php
index d2b9a6dec..0dd075952 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -142,6 +142,10 @@ class Ticket {
return ($this->getReopenDate());
}
+ function isReopenable() {
+ return $this->getStatus()->isReopenable();
+ }
+
function isClosed() {
return $this->hasState('closed');
}
@@ -939,11 +943,19 @@ class Ticket {
return (db_query($sql) && db_affected_rows());
}
- //set status to open on a closed ticket.
- function reopen($isanswered=0) {
+ function reopen() {
global $cfg;
- return $this->setStatus($cfg->getDefaultTicketStatusId());
+ if (!$this->isClosed())
+ return false;
+
+ // Set status to open based on current closed status settings
+ // If the closed status doesn't have configured "reopen" status then use the
+ // the default ticket status.
+ if (!($status=$this->getStatus()->getReopenStatus()))
+ $status = $cfg->getDefaultTicketStatusId();
+
+ return $status ? $this->setStatus($status, 'Reopened') : false;
}
function onNewTicket($message, $autorespond=true, $alertstaff=true) {
@@ -1149,8 +1161,9 @@ class Ticket {
}
}
- // Reopen if NOT open
- if(!$this->isOpen()) $this->reopen();
+ // Reopen if closed AND reopenable
+ if ($this->isClosed() && $this->isReopenable())
+ $this->reopen();
/********** double check auto-response ************/
if (!($user = $message->getUser()))
diff --git a/include/client/view.inc.php b/include/client/view.inc.php
index 454cc9e7d..1867ac467 100644
--- a/include/client/view.inc.php
+++ b/include/client/view.inc.php
@@ -4,6 +4,10 @@ if(!defined('OSTCLIENTINC') || !$thisclient || !$ticket || !$ticket->checkUserAc
$info=($_POST && $errors)?Format::htmlchars($_POST):array();
$dept = $ticket->getDept();
+
+if ($ticket->isClosed() && !$ticket->isReopenable())
+ $warn = __('This ticket is marked as closed and cannot be reopened.');
+
//Making sure we don't leak out internal dept names
if(!$dept || !$dept->isPublic())
$dept = $cfg->getDefaultDept();
@@ -146,6 +150,10 @@ if($ticket->getThreadCount() && ($thread=$ticket->getClientThread())) {
<?php }elseif($warn) { ?>
<div id="msg_warning"><?php echo $warn; ?></div>
<?php } ?>
+
+<?php
+
+if (!$ticket->isClosed() || $ticket->isReopenable()) { ?>
<form id="reply" action="tickets.php?id=<?php echo $ticket->getId(); ?>#reply" name="reply" method="post" enctype="multipart/form-data">
<?php csrf_token(); ?>
<h2><?php echo __('Post a Reply');?></h2>
@@ -183,3 +191,5 @@ if($ticket->getThreadCount() && ($thread=$ticket->getClientThread())) {
<input type="button" value="<?php echo __('Cancel');?>" onClick="history.go(-1)">
</p>
</form>
+<?php
+} ?>
diff --git a/include/staff/ticket-view.inc.php b/include/staff/ticket-view.inc.php
index ffaaa8a12..b0dc9ee4a 100644
--- a/include/staff/ticket-view.inc.php
+++ b/include/staff/ticket-view.inc.php
@@ -22,15 +22,27 @@ $lock = $ticket->getLock(); //Ticket lock obj
$id = $ticket->getId(); //Ticket ID.
//Useful warnings and errors the user might want to know!
-if($ticket->isAssigned() && (
- ($staff && $staff->getId()!=$thisstaff->getId())
- || ($team && !$team->hasMember($thisstaff))
+if ($ticket->isClosed() && !$ticket->isReopenable())
+ $warn = sprintf(
+ __('Current ticket status (%s) does not allow the end user to reply.'),
+ $ticket->getStatus());
+elseif ($ticket->isAssigned()
+ && (($staff && $staff->getId()!=$thisstaff->getId())
+ || ($team && !$team->hasMember($thisstaff))
))
- $warn.=' <span class="Icon assignedTicket">'.sprintf(__('Ticket is assigned to %s'),implode('/', $ticket->getAssignees())).'</span>';
-if(!$errors['err'] && ($lock && $lock->getStaffId()!=$thisstaff->getId()))
- $errors['err']=sprintf(__('This ticket is currently locked by %s'),$lock->getStaffName());
-if(!$errors['err'] && ($emailBanned=TicketFilter::isBanned($ticket->getEmail())))
- $errors['err']=__('Email is in banlist! Must be removed before any reply/response');
+ $warn.= sprintf(' <span class="Icon assignedTicket">%</span>',
+ sprintf(__('Ticket is assigned to %s'),
+ implode('/', $ticket->getAssignees())
+ ));
+
+if (!$errors['err']) {
+
+ if ($lock && $lock->getStaffId()!=$thisstaff->getId())
+ $errors['err'] = sprintf(__('This ticket is currently locked by %s'),
+ $lock->getStaffName());
+ elseif (($emailBanned=TicketFilter::isBanned($ticket->getEmail())))
+ $errors['err'] = __('Email is in banlist! Must be removed before any reply/response');
+}
$unbannable=($emailBanned) ? BanList::includes($ticket->getEmail()) : false;
--
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