diff --git a/include/class.client.php b/include/class.client.php
index 1e82ebe411a214ecbc1e8f94dd33f2e5c120d836..83684cae3e51155a81f6c39a4ae95821429e399f 100644
--- a/include/class.client.php
+++ b/include/class.client.php
@@ -321,6 +321,7 @@ class EndUser extends BaseAuthenticatedUser {
}
private function getStats() {
+ global $cfg;
$basic = Ticket::objects()
->annotate(array('count' => SqlAggregate::COUNT('ticket_id')))
->values('status__state', 'topic_id')
@@ -338,10 +339,11 @@ class EndUser extends BaseAuthenticatedUser {
// one index. Therefore, to scan two indexes (by user_id and
// thread.collaborators.user_id), we need two queries. A union will
// help out with that.
- $mine->union($collab->filter(array(
- 'thread__collaborators__user_id' => $this->getId(),
- Q::not(array('user_id' => $this->getId()))
- )));
+ if ($cfg->collaboratorTicketsVisibility())
+ $mine->union($collab->filter(array(
+ 'thread__collaborators__user_id' => $this->getId(),
+ Q::not(array('user_id' => $this->getId()))
+ )));
if ($orgid = $this->getOrgId()) {
// Also generate a separate query for all the tickets owned by
diff --git a/include/class.config.php b/include/class.config.php
index 8cd3012e74920e916c7a45d518d7fc903cd153cc..41ee9a88779583742ecb9e977143a068b09a6ab6 100644
--- a/include/class.config.php
+++ b/include/class.config.php
@@ -197,6 +197,7 @@ class OsticketConfig extends Config {
'agent_name_format' => 'full', # First Last
'client_name_format' => 'original', # As entered
'auto_claim_tickets'=> true,
+ 'collaborator_ticket_visibility' => true,
'system_language' => 'en_US',
'default_storage_bk' => 'D',
'message_autoresponder_collabs' => true,
@@ -919,6 +920,10 @@ class OsticketConfig extends Config {
return $this->get('auto_claim_tickets');
}
+ function collaboratorTicketsVisibility() {
+ return $this->get('collaborator_ticket_visibility');
+ }
+
function getDefaultTicketQueueId() {
return $this->get('default_ticket_queue');
}
@@ -1271,6 +1276,7 @@ class OsticketConfig extends Config {
'max_open_tickets'=>$vars['max_open_tickets'],
'enable_captcha'=>isset($vars['enable_captcha'])?1:0,
'auto_claim_tickets'=>isset($vars['auto_claim_tickets'])?1:0,
+ 'collaborator_ticket_visibility'=>isset($vars['collaborator_ticket_visibility'])?1:0,
'show_related_tickets'=>isset($vars['show_related_tickets'])?1:0,
'allow_client_updates'=>isset($vars['allow_client_updates'])?1:0,
'ticket_lock' => $vars['ticket_lock'],
diff --git a/include/class.mailfetch.php b/include/class.mailfetch.php
index 7644cbb7eaee141a20de00e0ae705336ff3770ed..18f42a58bd4061612e2a30598e66718adde047c2 100644
--- a/include/class.mailfetch.php
+++ b/include/class.mailfetch.php
@@ -335,23 +335,31 @@ class MailFetcher {
$header['system_emails'] = array();
$header['recipients'] = array();
+ $header['thread_entry_recipients'] = array();
foreach($tolist as $source => $list) {
foreach($list as $addr) {
if (!($emailId=Email::getIdByEmail(strtolower($addr->mailbox).'@'.$addr->host))) {
//Skip virtual Delivered-To addresses
if ($source == 'delivered-to') continue;
+ $name = $this->mime_decode(@$addr->personal);
+ $email = strtolower($addr->mailbox).'@'.$addr->host;
$header['recipients'][] = array(
'source' => sprintf(_S("Email (%s)"),$source),
- 'name' => $this->mime_decode(@$addr->personal),
- 'email' => strtolower($addr->mailbox).'@'.$addr->host);
+ 'name' => $name,
+ 'email' => $email);
+
+ $header['thread_entry_recipients'][$source][] = sprintf('%s <%s>', $name, $email);
} elseif ($emailId) {
$header['system_emails'][] = $emailId;
+ $system_email = Email::lookup($emailId);
+ $header['thread_entry_recipients']['to'][] = (string) $system_email;
if (!$header['emailId'])
$header['emailId'] = $emailId;
}
}
}
+ $header['thread_entry_recipients']['to'] = array_unique($header['thread_entry_recipients']['to']);
//See if any of the recipients is a delivered to address
if ($tolist['delivered-to']) {
diff --git a/include/class.mailparse.php b/include/class.mailparse.php
index 58eb2a984e157f17ba0a0d87b3b295aedfeb420e..7d474c411f3ad9da889408f396e7c2fb9b617f9f 100644
--- a/include/class.mailparse.php
+++ b/include/class.mailparse.php
@@ -648,23 +648,31 @@ class EmailDataParser {
$tolist['delivered-to'] = $dt;
$data['system_emails'] = array();
+ $data['thread_entry_recipients'] = array();
foreach ($tolist as $source => $list) {
foreach($list as $addr) {
if (!($emailId=Email::getIdByEmail(strtolower($addr->mailbox).'@'.$addr->host))) {
//Skip virtual Delivered-To addresses
if ($source == 'delivered-to') continue;
+ $name = $this->mime_decode(@$addr->personal);
+ $email = strtolower($addr->mailbox).'@'.$addr->host;
$data['recipients'][] = array(
'source' => sprintf(_S("Email (%s)"), $source),
- 'name' => trim(@$addr->personal, '"'),
- 'email' => strtolower($addr->mailbox).'@'.$addr->host);
+ 'name' => $name,
+ 'email' => $email);
+
+ $data['thread_entry_recipients'][$source][] = sprintf('%s <%s>', $name, $email);
} elseif ($emailId) {
$data['system_emails'][] = $emailId;
+ $system_email = Email::lookup($emailId);
+ $data['thread_entry_recipients']['to'][] = (string) $system_email;
if (!$data['emailId'])
$data['emailId'] = $emailId;
}
}
}
+ $data['thread_entry_recipients']['to'] = array_unique($data['thread_entry_recipients']['to']);
/*
* In the event that the mail was delivered to the system although none of the system
diff --git a/include/class.thread.php b/include/class.thread.php
index f658a25ba762f63b537ebd48e96dd9f569158311..f8455faf51dd6a402f9ab2e1442f13d0f7ec6088 100644
--- a/include/class.thread.php
+++ b/include/class.thread.php
@@ -428,6 +428,7 @@ implements Searchable {
'ip' => '',
'reply_to' => $entry,
'recipients' => $mailinfo['recipients'],
+ 'thread_entry_recipients' => $mailinfo['thread_entry_recipients'],
'to-email-id' => $mailinfo['to-email-id'],
'autorespond' => !isset($mailinfo['passive']),
);
@@ -1504,8 +1505,19 @@ implements TemplateVariable {
));
//add recipients to thread entry
- if ($vars['recipients'])
- $entry->recipients = json_encode($vars['recipients']);
+ if ($vars['thread_entry_recipients']) {
+ $count = 0;
+ foreach ($vars['thread_entry_recipients'] as $key => $value)
+ $count = $count + count($value);
+
+ if ($count > 1)
+ $entry->flags |= ThreadEntry::FLAG_REPLY_ALL;
+ else
+ $entry->flags |= ThreadEntry::FLAG_REPLY_USER;
+
+ $entry->recipients = json_encode($vars['thread_entry_recipients']);
+ }
+
if (Collaborator::getIdByUserId($vars['userId'], $vars['threadId']))
$entry->flags |= ThreadEntry::FLAG_COLLABORATOR;
@@ -2061,12 +2073,15 @@ class ThreadEvents extends InstrumentedList {
function log($object, $state, $data=null, $user=null, $annul=null) {
global $thisstaff, $thisclient;
- if ($object instanceof Ticket)
+ if ($object && ($object instanceof Ticket))
// TODO: Use $object->createEvent() (nolint)
$event = ThreadEvent::forTicket($object, $state, $user);
- elseif ($object instanceof Task)
+ elseif ($object && ($object instanceof Task))
$event = ThreadEvent::forTask($object, $state, $user);
+ if (is_null($event))
+ return;
+
# Annul previous entries if requested (for instance, reopening a
# ticket will annul an 'closed' entry). This will be useful to
# easily prevent repeated statistics.
@@ -2218,7 +2233,7 @@ class CollaboratorEvent extends ThreadEvent {
}
$desc = sprintf($base, implode(', ', $collabs));
break;
- case isset($data['add']) && $mode!=self::MODE_CLIENT:
+ case isset($data['add']):
$base = __('<b>{somebody}</b> added <strong>%s</strong> as collaborators {timestamp}');
$collabs = array();
if ($data['add']) {
@@ -2861,17 +2876,10 @@ implements TemplateVariable {
function addResponse($vars, &$errors) {
$vars['threadId'] = $this->getId();
$vars['userId'] = 0;
- $vars['pid'] = $this->getLastMessage()->getId();
+ if ($message = $this->getLastMessage())
+ $vars['pid'] = $message->getId();
$vars['flags'] = 0;
- switch ($vars['reply-to']) {
- case 'all':
- $vars['flags'] |= ThreadEntry::FLAG_REPLY_ALL;
- break;
- case 'user':
- $vars['flags'] |= ThreadEntry::FLAG_REPLY_USER;
- break;
- }
if (!($resp = ResponseThreadEntry::add($vars, $errors)))
return $resp;
diff --git a/include/class.ticket.php b/include/class.ticket.php
index bec6136bfee9b6ce72375cc15cca22f2db1b0400..c9811934a7189c9b979d7ca364c5016b6577fd5f 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -1629,14 +1629,6 @@ implements RestrictedAccess, Threadable, Searchable {
$poster = User::lookup($entry->user_id);
$posterEmail = $poster->getEmail()->address;
- $recipients = array();
- if($vars['ccs']) {
- foreach ($vars['ccs'] as $cc) {
- $collab = Collaborator::getIdByUserId($cc, $this->getThread()->getId());
- $recipients[] = Collaborator::lookup($collab);
- }
- }
-
$vars = array_merge($vars, array(
'message' => (string) $entry,
'poster' => $poster ?: _S('A collaborator'),
@@ -1658,35 +1650,22 @@ implements RestrictedAccess, Threadable, Searchable {
}
}
- $collaborators = array();
- $collabsCc = array();
- foreach ($recipients as $recipient) {
- if(get_class($recipient) == 'Collaborator') {
- if ($recipient->isCc())
- $collabsCc[] = $recipient->getEmail()->address;
- }
+ foreach ($recipients as $key => $recipient) {
+ $recipient = $recipient->getContact();
if(get_class($recipient) == 'TicketOwner')
- $owner = $recipient;
- }
+ $owner = $recipient;
- foreach ($collabsCc as $cc) {
- if (in_array($cc, $skip))
- continue;
- elseif ($cc != $posterEmail)
- $collaborators[] = $cc;
- }
+ if ((get_class($recipient) == 'Collaborator' ? $recipient->getUserId() : $recipient->getId()) == $entry->user_id)
+ unset($recipients[$key]);
+ }
- //the ticket user is a recipient
+ //see if the ticket user is a recipient
if ($owner->getEmail()->address != $poster->getEmail()->address && !in_array($owner->getEmail()->address, $skip))
$owner_recip = $owner->getEmail()->address;
- $collaborators['cc'] = $collaborators;
-
- //collaborator email sent out
- if ($collaborators['cc'] || $owner_recip) {
- //say dear collaborator if the ticket user is not a recipient
- if (!$owner_recip) {
+ //say dear collaborator if the ticket user is not a recipient
+ if (!$owner_recip) {
$nameFormats = array_keys(PersonsName::allFormats());
$names = array();
foreach ($nameFormats as $key => $value) {
@@ -1694,16 +1673,13 @@ implements RestrictedAccess, Threadable, Searchable {
}
$names = array_merge($names, array('recipient' => $recipient));
$cnotice = $this->replaceVars($msg, $names);
- }
-
- //otherwise address email to ticket user
- else
+ }
+ //otherwise address email to ticket user
+ else
$cnotice = $this->replaceVars($msg, array('recipient' => $owner));
- //if the ticket user is a recipient, put them in to address otherwise, cc all recipients
- $email->send($owner_recip ? $owner_recip : '', $cnotice['subj'], $cnotice['body'], $attachments,
- $options, $collaborators);
- }
+ $email->send($recipients, $cnotice['subj'], $cnotice['body'], $attachments,
+ $options);
}
function onMessage($message, $autorespond=true, $reopen=true) {
@@ -2691,6 +2667,26 @@ implements RestrictedAccess, Threadable, Searchable {
if ($vars['userId'] == $this->user_id)
$isMsg = true;
+ // Get active recipients of the response
+ // Initial Message from Tickets created by Agent
+ if ($vars['reply-to'])
+ $recipients = $this->getRecipients($vars['reply-to'], $vars['ccs']);
+ // Messages from Web Portal
+ elseif (strcasecmp($origin, 'email')) {
+ $recipients = $this->getRecipients('all');
+ foreach ($recipients as $key => $recipient) {
+ if (!$recipientContact = $recipient->getContact())
+ continue;
+
+ $userId = $recipientContact->getUserId() ?: $recipientContact->getId();
+ // Do not list the poster as a recipient
+ if ($userId == $vars['userId'])
+ unset($recipients[$key]);
+ }
+ }
+ if ($recipients && $recipients instanceof MailingList)
+ $vars['thread_entry_recipients'] = $recipients->getEmailAddresses();
+
if (!($message = $this->getThread()->addMessage($vars, $errors)))
return null;
@@ -2747,7 +2743,9 @@ implements RestrictedAccess, Threadable, Searchable {
$this->onMessage($message, ($autorespond && $alerts), $reopen); //must be called b4 sending alerts to staff.
- if ($autorespond && $alerts && $cfg && $cfg->notifyCollabsONNewMessage()) {
+ if ($autorespond && $alerts
+ && $cfg && $cfg->notifyCollabsONNewMessage()
+ && strcasecmp($origin, 'email')) {
//when user replies, this is where collabs notified
$this->notifyCollaborators($message, array('signature' => ''));
}
@@ -2902,14 +2900,14 @@ implements RestrictedAccess, Threadable, Searchable {
if (!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
$vars['ip_address'] = $_SERVER['REMOTE_ADDR'];
- // Add new collaboratorss (if any).
+ // Add new collaborators (if any).
if (isset($vars['ccs']) && count($vars['ccs']))
- $this->addCollaborators($vars['ccs']);
+ $this->addCollaborators($vars['ccs'], array(), $errors);
// Get active recipients of the response
$recipients = $this->getRecipients($vars['reply-to'], $vars['ccs']);
if ($recipients instanceof MailingList)
- $vars['recipients'] = $recipients->getEmailAddresses();
+ $vars['thread_entry_recipients'] = $recipients->getEmailAddresses();
if (!($response = $this->getThread()->addResponse($vars, $errors)))
return null;
@@ -3845,6 +3843,10 @@ implements RestrictedAccess, Threadable, Searchable {
// Start tracking ticket lifecycle events (created should come first!)
$ticket->logEvent('created', null, $thisstaff ?: $user);
+ // Add collaborators (if any)
+ if (isset($vars['ccs']) && count($vars['ccs']))
+ $ticket->addCollaborators($vars['ccs'], array(), $errors);
+
// Add organizational collaborators
if ($org && $org->autoAddCollabs()) {
$pris = $org->autoAddPrimaryContactsAsCollabs();
@@ -4068,10 +4070,6 @@ implements RestrictedAccess, Threadable, Searchable {
// Effective role for the department
$role = $ticket->getRole($thisstaff);
- // Add collaborators (if any)
- if (isset($vars['ccs']) && count($vars['ccs']))
- $ticket->addCollaborators($vars['ccs'], array(), $errors);
-
$alert = strcasecmp('none', $vars['reply-to']);
// post response - if any
$response = null;
diff --git a/include/class.util.php b/include/class.util.php
index 962ef6f7a33efd342c3365b7c723d520ef9bc4fc..a3bc2305d130c8b7bf5885cc4df99f4dcf1cae22 100644
--- a/include/class.util.php
+++ b/include/class.util.php
@@ -20,6 +20,10 @@ implements EmailContact {
$this->type = $type;
}
+ function getContact() {
+ return $this->contact;
+ }
+
function getId() {
return $this->contact->getId();
}
diff --git a/include/client/tickets.inc.php b/include/client/tickets.inc.php
index 92b131690ce0d877012568fa01e0a7234a79d4ac..9e678e31cbaa4a2ff9fec9d63fcb38ed172540b9 100644
--- a/include/client/tickets.inc.php
+++ b/include/client/tickets.inc.php
@@ -77,7 +77,11 @@ if ($settings['status'])
// unique values
$visibility = $basic_filter->copy()
->values_flat('ticket_id')
- ->filter(array('user_id' => $thisclient->getId()))
+ ->filter(array('user_id' => $thisclient->getId()));
+
+// Add visibility of Tickets where the User is a Collaborator if enabled
+if ($cfg->collaboratorTicketsVisibility())
+ $visibility = $visibility
->union($basic_filter->copy()
->values_flat('ticket_id')
->filter(array('thread__collaborators__user_id' => $thisclient->getId()))
diff --git a/include/i18n/en_US/config.yaml b/include/i18n/en_US/config.yaml
index 32783896b5ee0083d2ea481d79a851c787fc0d3a..4d1f67f410f8f2561a68d39affc5d88e93a91559 100644
--- a/include/i18n/en_US/config.yaml
+++ b/include/i18n/en_US/config.yaml
@@ -67,6 +67,7 @@ core:
assigned_alert_team_lead: 0
assigned_alert_team_members: 0
auto_claim_tickets: 1
+ collaborator_ticket_visibility: 1
show_related_tickets: 1
show_assigned_tickets: 1
show_answered_tickets: 0
diff --git a/include/i18n/en_US/help/tips/settings.ticket.yaml b/include/i18n/en_US/help/tips/settings.ticket.yaml
index b13bd17c4f3bc9b2739ddb52f02c69c2d3ca497a..7d4a72fd2981ca81347d052670c93e470adac79e 100644
--- a/include/i18n/en_US/help/tips/settings.ticket.yaml
+++ b/include/i18n/en_US/help/tips/settings.ticket.yaml
@@ -94,6 +94,15 @@ claim_tickets:
<br><br>
Reopened tickets are always assigned to the last respondent.
+collaborator_ticket_visibility:
+ title: Collaborator Tickets Visibility
+ content: >
+ If Enabled, Users will have visibility to ALL Tickets they participate in
+ when signing into the Web Portal.
+ <br><br>
+ If Disabled, Users will only be able to see their own Tickets
+ when signing into the Web Portal.
+
assigned_tickets:
title: Assigned Tickets
content: >
diff --git a/include/staff/settings-tickets.inc.php b/include/staff/settings-tickets.inc.php
index dd259ea8a1e350c30344ac528e42a3453d423de8..210b6d3f319dd33f9bb6bc20e3b8dca22348b2c5 100644
--- a/include/staff/settings-tickets.inc.php
+++ b/include/staff/settings-tickets.inc.php
@@ -206,6 +206,13 @@ if(!($maxfileuploads=ini_get('max_file_uploads')))
<?php echo __('Enable'); ?> <i class="help-tip icon-question-sign" href="#claim_tickets"></i>
</td>
</tr>
+ <tr>
+ <td><?php echo __('Collaborator Tickets Visibility'); ?>:</td>
+ <td>
+ <input type="checkbox" name="collaborator_ticket_visibility" <?php echo $config['collaborator_ticket_visibility']?'checked="checked"':''; ?>>
+ <?php echo __('Enable'); ?> <i class="help-tip icon-question-sign" href="#collaborator_ticket_visibility"></i>
+ </td>
+ </tr>
<tr>
<th colspan="2">
<em><b><?php echo __('Attachments');?></b>: <?php echo __('Size and maximum uploads setting mainly apply to web tickets.');?></em>
diff --git a/include/staff/templates/thread-email-recipients.tmpl.php b/include/staff/templates/thread-email-recipients.tmpl.php
index 3bae51c02fab5ae3b20fc24c1c7e22f78427a8c2..6935c1fa873ec8cad13273bc580a05f960147b49 100644
--- a/include/staff/templates/thread-email-recipients.tmpl.php
+++ b/include/staff/templates/thread-email-recipients.tmpl.php
@@ -11,8 +11,8 @@ if (!$_REQUEST['mode']) { ?>
$recipients = Format::htmlchars($recipients);
foreach ($recipients as $k => $v) {
echo sprintf('<tr><td nowrap width="5" valign="top"><b>%s</b>:</td><td>%s</td></tr>',
- ucfirst($k),
- implode('<br>', $v)
+ ucfirst($k),
+ is_array($v) ? implode('<br>', $v) : $v
);
}
?>
diff --git a/include/staff/templates/thread-entry.tmpl.php b/include/staff/templates/thread-entry.tmpl.php
index 3407e534b966dd6d9a588e45367e70a3731c789f..f45f20b028afdd17fd5b6b16fc11e84042c14bbf 100644
--- a/include/staff/templates/thread-entry.tmpl.php
+++ b/include/staff/templates/thread-entry.tmpl.php
@@ -55,10 +55,10 @@ if ($user && $cfg->isAvatarsEnabled())
<span class="label label-bare"><?php echo __('Resent'); ?></span>
<?php }
if ($entry->flags & ThreadEntry::FLAG_REPLY_ALL) { ?>
- <span class="label label-bare"><?php echo __('Reply All'); ?></span>
+ <span class="label label-bare"><i class="icon-group"></i></span>
<?php }
if ($entry->flags & ThreadEntry::FLAG_REPLY_USER) { ?>
- <span class="label label-bare"><?php echo __('Reply to User'); ?></span>
+ <span class="label label-bare"><i class="icon-user"></i></span>
<?php }
if ($entry->flags & ThreadEntry::FLAG_COLLABORATOR && $entry->type == 'M') { ?>
<span class="label label-bare"><?php echo __('Cc Collaborator'); ?></span>
diff --git a/include/staff/ticket-view.inc.php b/include/staff/ticket-view.inc.php
index ef7aff8e979fca11da68859188131edfba87c29e..c1747a63f2125fa75e7438ca67d500b83cf76426 100644
--- a/include/staff/ticket-view.inc.php
+++ b/include/staff/ticket-view.inc.php
@@ -770,8 +770,8 @@ if ($errors['err'] && isset($_POST['a'])) {
<td>
<div style="margin-bottom:2px;">
<?php
- echo sprintf('<span><a id="show_ccs"
- class="icon-caret-right"></i> %s </a>
+ echo sprintf('<span><a id="show_ccs">
+ <i id="arrow-icon" class="icon-caret-right"></i> %s </a>
<a class="manage-collaborators
collaborators preview noclick %s"
@@ -1265,7 +1265,7 @@ $(function() {
});
$('#show_ccs').click(function() {
- var show = $(this);
+ var show = $('#arrow-icon');
var collabs = $('a#managecollabs');
$('#ccs').slideToggle('fast', function(){
if ($(this).is(":hidden")) {
@@ -1286,12 +1286,12 @@ $(function() {
$('#collabselection').select2({
width: '350px',
allowClear: true,
- sorter: (data) => {
+ sorter: function(data) {
return data.filter(function (item) {
return !item.selected;
});
},
- templateResult: (e) => {
+ templateResult: function(e) {
var $e = $(
'<span><i class="icon-user"></i> ' + e.text + '</span>'
);