diff --git a/include/class.ticket.php b/include/class.ticket.php
index 641c50f5ad1fae1007186df46d748b8fb03188b6..ed09921c3c0d89509244fe8ef6299339b1e2e0e5 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -13,6 +13,7 @@
vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
+include_once(INCLUDE_DIR.'class.thread.php');
include_once(INCLUDE_DIR.'class.staff.php');
include_once(INCLUDE_DIR.'class.client.php');
include_once(INCLUDE_DIR.'class.team.php');
@@ -545,7 +546,7 @@ class Ticket {
}
function getResponses($msgId=0) {
- return $this->getThreadByType('R', $msgID);
+ return $this->getThreadByType('R', $msgId);
}
function getNotes() {
@@ -666,9 +667,9 @@ class Ticket {
//DeptId can NOT be 0. No orphans please!
function setDeptId($deptId){
-
+
//Make sure it's a valid department//
- if(!($dept=Dept::lookup($deptId)))
+ if(!($dept=Dept::lookup($deptId)) || $dept->getId()==$this->getDeptId())
return false;
@@ -985,16 +986,21 @@ class Ticket {
}
}
- function onAssign($note, $alert=true) {
+ function onAssign($assignee, $comments, $alert=true) {
global $cfg, $thisstaff;
if($this->isClosed()) $this->reopen(); //Assigned tickets must be open - otherwise why assign?
+ //Assignee must be an object of type Staff or Team
+ if(!$assignee || !is_object($assignee)) return false;
+
$this->reload();
- //Log an internal note - no alerts on the internal note.
$note=$note?$note:'Ticket assignment';
- $this->postNote('Ticket Assigned to '.$this->getAssignee(),$note,false);
+ $assigner =$thisstaff?$thisstaff:'SYSTEM (Auto Assignment)';
+
+ //Log an internal note - no alerts on the internal note.
+ $this->postNote('Ticket Assigned to '.$assignee->getName(), $comments, $assigner, false);
//See if we need to send alerts
if(!$alert || !$cfg->alertONAssignment()) return true; //No alerts!
@@ -1003,36 +1009,36 @@ class Ticket {
//Get template.
if(!$dept || !($tpl = $dept->getTemplate()))
- $tpl= $cfg->getDefaultTemplate();
+ $tpl = $cfg->getDefaultTemplate();
//Email to use!
if(!($email=$cfg->getAlertEmail()))
- $email =$cfg->getDefaultEmail();
+ $email = $cfg->getDefaultEmail();
+
+ //recipients
+ $recipients=array();
+ if(!strcasecmp(get_class($assignee), 'Staff')) {
+ if($cfg->alertStaffONAssignment())
+ $recipients[] = $assignee;
+ } elseif(!strcasecmp(get_class($assignee), 'Team')) {
+ if($cfg->alertTeamMembersONAssignment() && ($members=$assignee->getMembers()))
+ $recipients+=$members;
+ elseif($cfg->alertTeamLeadONAssignment() && ($lead=$assignee->getTeamLead()))
+ $recipients[] = $lead;
+ }
//Get the message template
- if($tpl && ($msg=$tpl->getAssignedAlertMsgTemplate()) && $email) {
+ if($email && $recipients && $tpl && ($msg=$tpl->getAssignedAlertMsgTemplate())) {
$msg = $this->replaceVars($msg,
- array('note' => $note,
- 'message' => $note, //old template var.
- 'assignee' => $this->getAssignee(),
- 'assigner' => ($thisstaff)?$thisstaff->getName():'System'
+ array('comments' => $comments,
+ 'assignee' => $assignee,
+ 'assigner' => $assigner
));
- //recipients
- $recipients=array();
- //Assigned staff or team... if any
- // Assigning a ticket to a team when already assigned to staff disables alerts to the team (!))
- if($cfg->alertStaffONAssignment() && $this->getStaffId())
- $recipients[]=$this->getStaff();
- elseif($this->getTeamId() && ($team=$this->getTeam())) {
- if($cfg->alertTeamMembersONAssignment() && ($members=$team->getMembers()))
- $recipients+=$members;
- elseif($cfg->alertTeamLeadONAssignment() && ($lead=$team->getTeamLead()))
- $recipients[]=$lead;
- }
+
//Send the alerts.
$sentlist=array();
- foreach( $recipients as $k=>$staff){
+ foreach( $recipients as $k=>$staff) {
if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(),$sentlist)) continue;
$alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
$email->send($staff->getEmail(), $msg['subj'], $alert);
@@ -1107,7 +1113,7 @@ class Ticket {
global $cfg;
if($tag && is_callable(array($this, 'get'.ucfirst($tag))))
- return call_user_func(array($obj, 'get'.ucfirst($tag)));
+ return call_user_func(array($this, 'get'.ucfirst($tag)));
switch(strtolower($tag)) {
case 'phone_number':
@@ -1195,24 +1201,33 @@ class Ticket {
//Dept Tranfer...with alert.. done by staff
function transfer($deptId, $comments, $alert = true) {
+
global $cfg, $thisstaff;
- if(!$this->setDeptId($deptId))
+ if(!$thisstaff || !$thisstaff->canTransferTickets())
return false;
-
+
+ $currentDept = $this->getDeptName(); //Current department
+
+ if(!$deptId || !$this->setDeptId($deptId))
+ return false;
+
+ // Reopen ticket if closed
+ if($this->isClosed()) $this->reopen();
+
+ $this->reload();
// Change to SLA of the new department
$this->selectSLAId();
- $currentDept = $this->getDeptName(); //XXX: add to olddept to tpl vars??
+
+ /*** log the transfer comments as internal note - with alerts disabled - ***/
+ $title='Dept. Transfer from '.$currentDept.' to '.$this->getDeptName();
+ $comments=$comments?$comments:$title;
+ $this->postNote($title, $comments, $thisstaff, false);
- // Reopen ticket if closed
- if($this->isClosed())
- $this->reopen();
+ $this->logEvent('transferred');
- $this->reload(); //reload - new dept!!
- $this->logEvent('transferred');
-
- //Send out alerts if enabled AND requested
- if(!$alert || !$cfg->alertONTransfer() || !($dept=$this->getDept())) return true; //no alerts!!
+ //Send out alerts if enabled AND requested
+ if(!$alert || !$cfg->alertONTransfer() || !($dept=$this->getDept())) return true; //no alerts!!
//Get template.
@@ -1226,7 +1241,7 @@ class Ticket {
//Get the message template
if($tpl && ($msg=$tpl->getTransferAlertMsgTemplate()) && $email) {
- $msg = $this->replaceVars($msg, array('note' => $comments));
+ $msg = $this->replaceVars($msg, array('comments' => $comments, 'staff' => $thisstaff));
//recipients
$recipients=array();
//Assigned staff or team... if any
@@ -1265,7 +1280,7 @@ class Ticket {
if(!$this->setStaffId($staff->getId()))
return false;
- $this->onAssign($note, $alert);
+ $this->onAssign($staff, $note, $alert);
$this->logEvent('assigned');
return true;
@@ -1284,7 +1299,7 @@ class Ticket {
if($this->isClosed())
$this->setStaffId(0);
- $this->onAssign($note, $alert);
+ $this->onAssign($team, $note, $alert);
$this->logEvent('assigned');
return true;
@@ -1410,9 +1425,7 @@ class Ticket {
/* public */
function postReply($vars, $errors, $alert = true) {
- global $thisstaff,$cfg;
-
- if(!$thisstaff || !$thisstaff->isStaff() || !$cfg) return 0;
+ global $thisstaff, $cfg;
if(!$vars['msgId'])
$errors['msgId'] ='Missing messageId - internal error';
@@ -1421,14 +1434,16 @@ class Ticket {
if($errors) return 0;
+ $poster = $thisstaff?$thisstaff->getName():'SYSTEM (Canned Response)';
+
$sql='INSERT INTO '.TICKET_THREAD_TABLE.' SET created=NOW() '
.' ,thread_type="R"'
.' ,ticket_id='.db_input($this->getId())
.' ,pid='.db_input($vars['msgId'])
.' ,body='.db_input(Format::striptags($vars['response']))
- .' ,staff_id='.db_input($thisstaff->getId())
- .' ,poster='.db_input($thisstaff->getName())
- .' ,ip_address='.db_input($thisstaff->getIP());
+ .' ,staff_id='.db_input($thisstaff?$thisstaff->getId():0)
+ .' ,poster='.db_input($poster)
+ .' ,ip_address='.db_input($thisstaff?$thisstaff->getIP():'');
if(!db_query($sql) || !($respId=db_insert_id()))
return false;
@@ -1466,14 +1481,15 @@ class Ticket {
if($tpl && ($msg=$tpl->getReplyMsgTemplate()) && $email) {
- if($vars['signature']=='mine')
+ if($thisstaff && $vars['signature']=='mine')
$signature=$thisstaff->getSignature();
elseif($vars['signature']=='dept' && $dept && $dept->isPublic())
$signature=$dept->getSignature();
else
$signature='';
- $msg = $this->replaceVars($msg, array('response' => $vars['response'], 'signature' => $signature));
+ $msg = $this->replaceVars($msg,
+ array('response' => $vars['response'], 'signature' => $signature, 'staff' => $thisstaff));
if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
$msg['body'] ="\n$tag\n\n".$msg['body'];
@@ -1494,7 +1510,7 @@ class Ticket {
if(!$cfg || !$cfg->logTicketActivity())
return 0;
- return $this->postNote($title,$note,false,'System');
+ return $this->postNote($title, $note, 'SYSTEM', false);
}
// History log -- used for statistics generation (pretty reports)
@@ -1526,22 +1542,30 @@ class Ticket {
}
//Insert Internal Notes
- function postNote($title,$note,$alert=true,$poster='') {
- global $thisstaff,$cfg;
-
- $poster=($poster || !$thisstaff)?$poster:$thisstaff->getName();
+ function postNote($title, $body, $poster, $alert=true) {
+ global $cfg;
+ $staffId = 0;
+ if($poster && is_object($poster)) {
+ $staffId = $poster->getId();
+ $poster = $poster->getName();
+ }
+
+ //TODO: move to class.thread.php
+
$sql= 'INSERT INTO '.TICKET_THREAD_TABLE.' SET created=NOW() '.
',thread_type="N"'.
',ticket_id='.db_input($this->getId()).
',title='.db_input(Format::striptags($title)).
- ',body='.db_input(Format::striptags($note)).
- ',staff_id='.db_input($thisstaff?$thisstaff->getId():0).
+ ',body='.db_input(Format::striptags($body)).
+ ',staff_id='.db_input($staffId).
',poster='.db_input($poster);
//echo $sql;
if(!db_query($sql) || !($id=db_insert_id()))
return false;
+ $note = Note::lookup($id, $this->getId());
+
// If alerts are not enabled then return a success.
if(!$alert || !$cfg->alertONNewNote() || !($dept=$this->getDept()))
return $id;
@@ -1555,7 +1579,7 @@ class Ticket {
if($tpl && ($msg=$tpl->getNoteAlertMsgTemplate()) && $email) {
- $msg = $this->replaceVars($msg, array('title' => $title, 'note' => $note));
+ $msg = $this->replaceVars($msg, array('note' => $note));
// Alert recipients
$recipients=array();
@@ -1575,7 +1599,7 @@ class Ticket {
$sentlist=array();
foreach( $recipients as $k=>$staff) {
if(!$staff || !is_object($staff) || !$staff->getEmail() || !$staff->isAvailable()) continue;
- if(in_array($staff->getEmail(),$sentlist) || ($thisstaff && $thisstaff->getId()==$staff->getId())) continue;
+ if(in_array($staff->getEmail(),$sentlist) || ($staffId && $staffId==$staff->getId())) continue;
$alert = str_replace('%{recipient}',$staff->getFirstName(), $msg['body']);
$email->send($staff->getEmail(), $msg['subj'], $alert);
$sentlist[] = $staff->getEmail();
@@ -1613,7 +1637,7 @@ class Ticket {
else
$error ='Error #'.$file['error'];
- $this->postNote('File Upload Error', $error, false);
+ $this->postNote('File Upload Error', $error, 'SYSTEM', false);
$ost->logDebug('File Upload Error (Ticket #'.$this->getExtId().')', $error);
}
@@ -1734,7 +1758,7 @@ class Ticket {
if(!$vars['note'])
$vars['note']=sprintf('Ticket Updated by %s', $thisstaff->getName());
- $this->postNote('Ticket Updated', $vars['note']);
+ $this->postNote('Ticket Updated', $vars['note'], $thisstaff);
$this->reload();
return true;
@@ -2119,9 +2143,9 @@ class Ticket {
}
//Post Internal note
if($vars['assignId'] && $thisstaff->canAssignTickets()) { //Assign ticket to staff or team.
- $ticket->assign($vars['assignId'],$vars['note']);
+ $ticket->assign($vars['assignId'], $vars['note']);
} elseif($vars['note']) { //Not assigned...save optional note if any
- $ticket->postNote('New Ticket',$vars['note'],false);
+ $ticket->postNote('New Ticket', $vars['note'], $thisstaff, false);
} else { //Not assignment and no internal note - log activity
$ticket->logActivity('New Ticket by Staff','Ticket created by staff -'.$thisstaff->getName());
}