<?php
/*********************************************************************
ajax.tickets.php
AJAX interface for tickets
Peter Rotich <peter@osticket.com>
Copyright (c) 2006-2012 osTicket
http://www.osticket.com
Released under the GNU General Public License WITHOUT ANY WARRANTY.
See LICENSE.TXT for details.
vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
if(!defined('INCLUDE_DIR')) die('403');
include_once(INCLUDE_DIR.'class.ticket.php');
class TicketsAjaxAPI extends AjaxController {
function search() {
$limit = isset($_REQUEST['limit']) ? (int) $_REQUEST['limit']:25;
$items=array();
$ticketid=false;
if(is_numeric($_REQUEST['q'])) {
$WHERE=' WHERE ticketID LIKE \''.db_input($_REQUEST['q'], false).'%\'';
$ticketid=true;
} elseif(isset($_REQUEST['q'])) {
$WHERE=' WHERE email LIKE \'%'.db_input(strtolower($_REQUEST['q']), false).'%\'';
} else {
Http::response(400, 'Query argument is required');
}
$sql='SELECT DISTINCT ticketID, email, name '
.' FROM '.TICKET_TABLE.' '.$WHERE
.' ORDER BY created '
.' LIMIT '.$limit;
if(($res=db_query($sql)) && db_num_rows($res)){
while(list($id,$email,$name)=db_fetch_row($res)) {
$info=($ticketid)?$email:$id;
$id=($ticketid)?$id:$email;
$items[] = array('id'=>$id, 'value'=>$id, 'info'=>$info,
'name'=>$name);
}
}
return $this->encode($items);
}
function acquireLock($tid) {
global $cfg,$thisstaff;
if(!$tid or !is_numeric($tid) or !$thisstaff or !$cfg)
return 0;
$ticket = Ticket::lookup($tid);
if(!$ticket || !$ticket->checkStaffAccess($thisstaff))
return $this->json_encode(array('id'=>0, 'retry'=>false, 'msg'=>'Lock denied!'));
//is the ticket already locked?
if($ticket->isLocked() && ($lock=$ticket->getLock()) && !$lock->isExpired()) {
/*Note: Ticket->acquireLock does the same logic...but we need it here since we need to know who owns the lock up front*/
//Ticket is locked by someone else.??
if($lock->getStaffId()!=$thisstaff->getId())
return $this->json_encode(array('id'=>0, 'retry'=>false, 'msg'=>'Unable to acquire lock.'));
//Ticket already locked by staff...try renewing it.
$lock->renew(); //New clock baby!
return $this->json_encode(array('id'=>$lock->getId(), 'time'=>$lock->getTime()));
}
//Ticket is not locked or the lock is expired...try locking it...
if($lock=$ticket->acquireLock($thisstaff->getId(),$cfg->getLockTime())) //Set the lock.
return $this->json_encode(array('id'=>$lock->getId(), 'time'=>$lock->getTime()));
//unable to obtain the lock..for some really weired reason!
//Client should watch for possible loop on retries. Max attempts?
return $this->json_encode(array('id'=>0, 'retry'=>true));
}
function renewLock($tid, $id) {
global $thisstaff;
if(!$id or !is_numeric($id) or !$thisstaff)
return $this->json_encode(array('id'=>0, 'retry'=>true));
$lock= TicketLock::lookup($id);
if(!$lock || !$lock->getStaffId() || $lock->isExpired()) //Said lock doesn't exist or is is expired
return self::acquireLock($tid); //acquire the lock
if($lock->getStaffId()!=$thisstaff->getId()) //user doesn't own the lock anymore??? sorry...try to next time.
return $this->json_encode(array('id'=>0, 'retry'=>false)); //Give up...
//Renew the lock.
$lock->renew(); //Failure here is not an issue since the lock is not expired yet.. client need to check time!
return $this->json_encode(array('id'=>$lock->getId(), 'time'=>$lock->getTime()));
}
function releaseLock($tid, $id=0) {
global $thisstaff;
if($id && is_numeric($id)){ //Lock Id provided!
$lock = TicketLock::lookup($id, $tid);
//Already gone?
if(!$lock || !$lock->getStaffId() || $lock->isExpired()) //Said lock doesn't exist or is is expired
return 1;
//make sure the user actually owns the lock before releasing it.
return ($lock->getStaffId()==$thisstaff->getId() && $lock->release())?1:0;
}elseif($tid){ //release all the locks the user owns on the ticket.
return TicketLock::removeStaffLocks($thisstaff->getId(),$tid)?1:0;
}
return 0;
}
function previewTicket ($tid) {
global $thisstaff;
if(!$thisstaff || !($ticket=Ticket::lookup($tid)) || !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'No such ticket');
$staff=$ticket->getStaff();
$lock=$ticket->getLock();
$error=$msg=$warn=null;
if($lock && $lock->getStaffId()==$thisstaff->getId())
$warn.=' <span class="Icon lockedTicket">Ticket is locked by '.$lock->getStaffName().'</span>';
elseif($ticket->isOverdue())
$warn.=' <span class="Icon overdueTicket">Marked overdue!</span>';
ob_start();
echo sprintf(
'<div style="width:500px; padding: 2px 2px 0 5px;">
<h2>%s</h2><br>',Format::htmlchars($ticket->getSubject()));
if($error)
echo sprintf('<div id="msg_error">%s</div>',$error);
elseif($msg)
echo sprintf('<div id="msg_notice">%s</div>',$msg);
elseif($warn)
echo sprintf('<div id="msg_warning">%s</div>',$warn);
echo '<table border="0" cellspacing="" cellpadding="1" width="100%" class="ticket_info">';
$ticket_state=sprintf('<span>%s</span>',ucfirst($ticket->getStatus()));
if($ticket->isOpen()) {
if($ticket->isOverdue())
$ticket_state.=' — <span>Overdue</span>';
else
$ticket_state.=sprintf(' — <span>%s</span>',$ticket->getPriority());
}
echo sprintf('
<tr>
<th width="100">Ticket State:</th>
<td>%s</td>
</tr>
<tr>
<th>Create Date:</th>
<td>%s</td>
</tr>',$ticket_state,
Format::db_datetime($ticket->getCreateDate()));
if($ticket->isClosed()) {
echo sprintf('
<tr>
<th>Close Date:</th>
<td>%s <span class="faded">by %s</span></td>
</tr>',
Format::db_datetime($ticket->getCloseDate()),
($staff?$staff->getName():'staff')
);
} elseif($ticket->getDueDate()) {
echo sprintf('
<tr>
<th>Due Date:</th>
<td>%s</td>
</tr>',
Format::db_datetime($ticket->getDueDate()));
}
echo '</table>';
echo '<hr>
<table border="0" cellspacing="" cellpadding="1" width="100%" class="ticket_info">';
if($ticket->isOpen()) {
echo sprintf('
<tr>
<th width="100">Assigned To:</th>
<td>%s</td>
</tr>',$ticket->isAssigned()?$ticket->getAssignee():' <span class="faded">— Unassigned —</span>');
}
echo sprintf(
' <tr>
<th width="100">Department:</th>
<td>%s</td>
</tr>
<tr>
<th>Help Topic:</th>
<td>%s</td>
</tr>
<tr>
<th>From:</th>
<td>%s <span class="faded">%s</span></td>
</tr>',
Format::htmlchars($ticket->getDeptName()),
Format::htmlchars($ticket->getHelpTopic()),
Format::htmlchars($ticket->getName()),
$ticket->getEmail());
echo '
</table>';
$options[]=array('action'=>'Thread ('.$ticket->getThreadCount().')','url'=>"tickets.php?id=$tid");
if($ticket->getNumNotes())
$options[]=array('action'=>'Notes ('.$ticket->getNumNotes().')','url'=>"tickets.php?id=$tid#notes");
if($ticket->isOpen())
$options[]=array('action'=>'Reply','url'=>"tickets.php?id=$tid#reply");
if($thisstaff->canAssignTickets())
$options[]=array('action'=>($ticket->isAssigned()?'Reassign':'Assign'),'url'=>"tickets.php?id=$tid#assign");
if($thisstaff->canTransferTickets())
$options[]=array('action'=>'Transfer','url'=>"tickets.php?id=$tid#transfer");
$options[]=array('action'=>'Post Note','url'=>"tickets.php?id=$tid#note");
if($options) {
echo '<ul class="tip_menu">';
foreach($options as $option)
echo sprintf('<li><a href="%s">%s</a></li>',$option['url'],$option['action']);
echo '</ul>';
}
echo '</div>';
$resp = ob_get_contents();
ob_end_clean();
return $resp;
}
}
?>