<?php
/*********************************************************************
ajax.tickets.php
AJAX interface for tickets
Peter Rotich <peter@osticket.com>
Copyright (c) 2006-2013 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');
require_once(INCLUDE_DIR.'class.ajax.php');
require_once(INCLUDE_DIR.'class.note.php');
class TicketsAjaxAPI extends AjaxController {
function lookup() {
global $thisstaff;
if(!is_numeric($_REQUEST['q']))
return self::lookupByEmail();
$limit = isset($_REQUEST['limit']) ? (int) $_REQUEST['limit']:25;
$tickets=array();
$sql='SELECT DISTINCT `number`, email.address AS email'
.' FROM '.TICKET_TABLE.' ticket'
.' LEFT JOIN '.USER_TABLE.' user ON user.id = ticket.user_id'
.' LEFT JOIN '.USER_EMAIL_TABLE.' email ON user.id = email.user_id'
.' WHERE `number` LIKE \''.db_input($_REQUEST['q'], false).'%\'';
$sql.=' AND ( staff_id='.db_input($thisstaff->getId());
if(($teams=$thisstaff->getTeams()) && count(array_filter($teams)))
$sql.=' OR team_id IN('.implode(',', db_input(array_filter($teams))).')';
if(!$thisstaff->showAssignedOnly() && ($depts=$thisstaff->getDepts()))
$sql.=' OR dept_id IN ('.implode(',', db_input($depts)).')';
$sql.=' ) '
.' ORDER BY ticket.created LIMIT '.$limit;
if(($res=db_query($sql)) && db_num_rows($res)) {
while(list($id, $email)=db_fetch_row($res)) {
$info = "$id - $email";
$tickets[] = array('id'=>$id, 'email'=>$email, 'value'=>$id,
'info'=>$info, 'matches'=>$_REQUEST['q']);
}
}
if (!$tickets)
return self::lookupByEmail();
return $this->json_encode($tickets);
}
function lookupByEmail() {
global $thisstaff;
$limit = isset($_REQUEST['limit']) ? (int) $_REQUEST['limit']:25;
$tickets=array();
$sql='SELECT email.address AS email, count(ticket.ticket_id) as tickets '
.' FROM '.TICKET_TABLE.' ticket'
.' JOIN '.USER_TABLE.' user ON user.id = ticket.user_id'
.' JOIN '.USER_EMAIL_TABLE.' email ON user.id = email.user_id'
.' WHERE (email.address LIKE \'%'.db_input(strtolower($_REQUEST['q']), false).'%\'
OR user.name LIKE \'%'.db_input($_REQUEST['q'], false).'%\')';
$sql.=' AND ( staff_id='.db_input($thisstaff->getId());
if(($teams=$thisstaff->getTeams()) && count(array_filter($teams)))
$sql.=' OR team_id IN('.implode(',', db_input(array_filter($teams))).')';
if(!$thisstaff->showAssignedOnly() && ($depts=$thisstaff->getDepts()))
$sql.=' OR dept_id IN ('.implode(',', db_input($depts)).')';
$sql.=' ) '
.' GROUP BY email.address '
.' ORDER BY ticket.created LIMIT '.$limit;
if(($res=db_query($sql)) && db_num_rows($res)) {
while(list($email, $count)=db_fetch_row($res))
$tickets[] = array('email'=>$email, 'value'=>$email,
'info'=>"$email ($count)", 'matches'=>$_REQUEST['q']);
}
return $this->json_encode($tickets);
}
function _search($req) {
global $thisstaff, $cfg;
$result=array();
$select = 'SELECT ticket.ticket_id';
$from = ' FROM '.TICKET_TABLE.' ticket ';
//Access control.
$where = ' WHERE ( (ticket.staff_id='.db_input($thisstaff->getId())
.' AND ticket.status="open" )';
if(($teams=$thisstaff->getTeams()) && count(array_filter($teams)))
$where.=' OR (ticket.team_id IN ('.implode(',', db_input(array_filter($teams)))
.' ) AND ticket.status="open")';
if(!$thisstaff->showAssignedOnly() && ($depts=$thisstaff->getDepts()))
$where.=' OR ticket.dept_id IN ('.implode(',', db_input($depts)).')';
$where.=' ) ';
//Department
if($req['deptId'])
$where.=' AND ticket.dept_id='.db_input($req['deptId']);
//Help topic
if($req['topicId'])
$where.=' AND ticket.topic_id='.db_input($req['topicId']);
//Status
switch(strtolower($req['status'])) {
case 'open':
$where.=' AND ticket.status="open" ';
break;
case 'answered':
$where.=' AND ticket.status="open" AND ticket.isanswered=1 ';
break;
case 'overdue':
$where.=' AND ticket.status="open" AND ticket.isoverdue=1 ';
break;
case 'closed':
$where.=' AND ticket.status="closed" ';
break;
}
//Assignee
if(isset($req['assignee']) && strcasecmp($req['status'], 'closed')) {
$id=preg_replace("/[^0-9]/", "", $req['assignee']);
$assignee = $req['assignee'];
$where.= ' AND ( ( ticket.status="open" ';
if($assignee[0]=='t')
$where.=' AND ticket.team_id='.db_input($id);
elseif($assignee[0]=='s')
$where.=' AND ticket.staff_id='.db_input($id);
elseif(is_numeric($id))
$where.=' AND ticket.staff_id='.db_input($id);
$where.=')';
if($req['staffId'] && !$req['status']) //Assigned TO + Closed By
$where.= ' OR (ticket.staff_id='.db_input($req['staffId']). ' AND ticket.status="closed") ';
elseif(isset($req['staffId'])) // closed by any
$where.= ' OR ticket.status="closed" ';
$where.= ' ) ';
} elseif($req['staffId']) {
$where.=' AND (ticket.staff_id='.db_input($req['staffId']).' AND ticket.status="closed") ';
}
//dates
$startTime =($req['startDate'] && (strlen($req['startDate'])>=8))?strtotime($req['startDate']):0;
$endTime =($req['endDate'] && (strlen($req['endDate'])>=8))?strtotime($req['endDate']):0;
if( ($startTime && $startTime>time()) or ($startTime>$endTime && $endTime>0))
$startTime=$endTime=0;
if($startTime)
$where.=' AND ticket.created>=FROM_UNIXTIME('.$startTime.')';
if($endTime)
$where.=' AND ticket.created<=FROM_UNIXTIME('.$endTime.')';
//Query
$joins = array();
if($req['query']) {
$queryterm=db_real_escape($req['query'], false);
// Setup sets of joins and queries
$joins[] = array(
'from' =>
'LEFT JOIN '.TICKET_THREAD_TABLE.' thread ON (ticket.ticket_id=thread.ticket_id )',
'where' => "thread.title LIKE '%$queryterm%' OR thread.body LIKE '%$queryterm%'"
);
$joins[] = array(
'from' =>
'LEFT JOIN '.FORM_ENTRY_TABLE.' tentry ON (tentry.object_id = ticket.ticket_id AND tentry.object_type="T")
LEFT JOIN '.FORM_ANSWER_TABLE.' tans ON (tans.entry_id = tentry.id AND tans.value_id IS NULL)',
'where' => "tans.value LIKE '%$queryterm%'"
);
$joins[] = array(
'from' =>
'LEFT JOIN '.FORM_ENTRY_TABLE.' uentry ON (uentry.object_id = ticket.user_id
AND uentry.object_type="U")
LEFT JOIN '.FORM_ANSWER_TABLE.' uans ON (uans.entry_id = uentry.id
AND uans.value_id IS NULL)
LEFT JOIN '.USER_TABLE.' user ON (ticket.user_id = user.id)
LEFT JOIN '.USER_EMAIL_TABLE.' uemail ON (user.id = uemail.user_id)',
'where' =>
"uemail.address LIKE '%$queryterm%' OR user.name LIKE '%$queryterm%' OR uans.value LIKE '%$queryterm%'",
);
}
// Dynamic fields
$cdata_search = false;
foreach (TicketForm::getInstance()->getFields() as $f) {
if (isset($req[$f->getFormName()])
&& ($val = $req[$f->getFormName()])) {
$name = $f->get('name') ? $f->get('name')
: 'field_'.$f->get('id');
if ($f->getImpl()->hasIdValue() && is_numeric($val))
$cwhere = "cdata.`{$name}_id` = ".db_input($val);
else
$cwhere = "cdata.`$name` LIKE '%".db_real_escape($val)."%'";
$where .= ' AND ('.$cwhere.')';
$cdata_search = true;
}
}
if ($cdata_search)
$from .= 'LEFT JOIN '.TABLE_PREFIX.'ticket__cdata '
." cdata ON (cdata.ticket_id = ticket.ticket_id)";
$sections = array();
foreach ($joins as $j) {
$sections[] = "$select $from {$j['from']} $where AND ({$j['where']})";
}
if (!$joins)
$sections[] = "$select $from $where";
$sql=implode(' union ', $sections);
if (!($res = db_query($sql)))
return TicketForm::dropDynamicDataView();
$tickets = array();
while ($row = db_fetch_row($res))
$tickets[] = $row[0];
return $tickets;
}
function search() {
$tickets = self::_search($_REQUEST);
$result = array();
if (count($tickets)) {
$uid = md5($_SERVER['QUERY_STRING']);
$_SESSION["adv_$uid"] = $tickets;
$result['success'] =sprintf(
"Search criteria matched %d %s - <a href='tickets.php?%s'>view</a>",
count($tickets), (count($tickets)>1?"tickets":"ticket"),
'advsid='.$uid
);
} else {
$result['fail']='No tickets found matching your search criteria.';
}
return $this->json_encode($result);
}
function acquireLock($tid) {
global $cfg,$thisstaff;
if(!$tid || !is_numeric($tid) || !$thisstaff || !$cfg || !$cfg->getLockTime())
return 0;
if(!($ticket = Ticket::lookup($tid)) || !$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.
$lock->renew(); //New clock baby!
} elseif(!($lock=$ticket->acquireLock($thisstaff->getId(),$cfg->getLockTime()))) {
//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));
}
return $this->json_encode(array('id'=>$lock->getId(), 'time'=>$lock->getTime()));
}
function renewLock($tid, $id) {
global $thisstaff;
if(!$tid || !is_numeric($tid) || !$id || !is_numeric($id) || !$thisstaff)
return $this->json_encode(array('id'=>0, 'retry'=>true));
$lock= TicketLock::lookup($id, $tid);
if(!$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');
ob_start();
include STAFFINC_DIR . 'templates/ticket-preview.tmpl.php';
$resp = ob_get_contents();
ob_end_clean();
return $resp;
}
function addRemoteCollaborator($tid, $bk, $id) {
global $thisstaff;
if (!($ticket=Ticket::lookup($tid))
|| !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'No such ticket');
elseif (!$bk || !$id)
Http::response(422, 'Backend and user id required');
elseif (!($backend = StaffAuthenticationBackend::getBackend($bk)))
Http::response(404, 'User not found');
$user_info = $backend->lookup($id);
$form = UserForm::getUserForm()->getForm($user_info);
$info = array();
if (!$user_info)
$info['error'] = 'Unable to find user in directory';
return self::_addcollaborator($ticket, null, $form, $info);
}
//Collaborators utils
function addCollaborator($tid, $uid=0) {
global $thisstaff;
if (!($ticket=Ticket::lookup($tid))
|| !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'No such ticket');
$user = $uid? User::lookup($uid) : null;
//If not a post then assume new collaborator form
if(!$_POST)
return self::_addcollaborator($ticket, $user);
$user = $form = null;
if (isset($_POST['id']) && $_POST['id']) { //Existing user/
$user = User::lookup($_POST['id']);
} else { //We're creating a new user!
$form = UserForm::getUserForm()->getForm($_POST);
$user = User::fromForm($form);
}
$errors = $info = array();
if ($user) {
if ($user->getId() == $ticket->getOwnerId())
$errors['err'] = sprintf('Ticket owner, %s, is a collaborator by default!',
Format::htmlchars($user->getName()));
elseif (($c=$ticket->addCollaborator($user,
array('isactive'=>1), $errors))) {
$note = Format::htmlchars(sprintf('%s <%s> added as a collaborator',
Format::htmlchars($c->getName()), $c->getEmail()));
$ticket->logNote('New Collaborator Added', $note,
$thisstaff, false);
$info = array('msg' => sprintf('%s added as a collaborator',
Format::htmlchars($c->getName())));
return self::_collaborators($ticket, $info);
}
}
if($errors && $errors['err']) {
$info +=array('error' => $errors['err']);
} else {
$info +=array('error' =>'Unable to add collaborator - try again');
}
return self::_addcollaborator($ticket, $user, $form, $info);
}
function updateCollaborator($cid) {
global $thisstaff;
if(!($c=Collaborator::lookup($cid))
|| !($user=$c->getUser())
|| !($ticket=$c->getTicket())
|| !$ticket->checkStaffAccess($thisstaff)
)
Http::response(404, 'Unknown collaborator');
$errors = array();
if(!$user->updateInfo($_POST, $errors))
return self::_collaborator($c ,$user->getForms($_POST), $errors);
$info = array('msg' => sprintf('%s updated successfully',
Format::htmlchars($c->getName())));
return self::_collaborators($ticket, $info);
}
function viewCollaborator($cid) {
global $thisstaff;
if(!($collaborator=Collaborator::lookup($cid))
|| !($ticket=$collaborator->getTicket())
|| !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'Unknown collaborator');
return self::_collaborator($collaborator);
}
function showCollaborators($tid) {
global $thisstaff;
if(!($ticket=Ticket::lookup($tid))
|| !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'No such ticket');
if($ticket->getCollaborators())
return self::_collaborators($ticket);
return self::_addcollaborator($ticket);
}
function previewCollaborators($tid) {
global $thisstaff;
if (!($ticket=Ticket::lookup($tid))
|| !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'No such ticket');
ob_start();
include STAFFINC_DIR . 'templates/collaborators-preview.tmpl.php';
$resp = ob_get_contents();
ob_end_clean();
return $resp;
}
function _addcollaborator($ticket, $user=null, $form=null, $info=array()) {
$info += array(
'title' => sprintf('Ticket #%s: Add a collaborator', $ticket->getNumber()),
'action' => sprintf('#tickets/%d/add-collaborator', $ticket->getId()),
'onselect' => sprintf('ajax.php/tickets/%d/add-collaborator/', $ticket->getId()),
);
return self::_userlookup($user, $form, $info);
}
function updateCollaborators($tid) {
global $thisstaff;
if(!($ticket=Ticket::lookup($tid))
|| !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'No such ticket');
$errors = $info = array();
if ($ticket->updateCollaborators($_POST, $errors))
Http::response(201, sprintf('Recipients (%d of %d)',
$ticket->getNumActiveCollaborators(),
$ticket->getNumCollaborators()));
if($errors && $errors['err'])
$info +=array('error' => $errors['err']);
return self::_collaborators($ticket, $info);
}
function _collaborator($collaborator, $form=null, $info=array()) {
$info += array('action' => '#collaborators/'.$collaborator->getId());
$user = $collaborator->getUser();
ob_start();
include(STAFFINC_DIR . 'templates/user.tmpl.php');
$resp = ob_get_contents();
ob_end_clean();
return $resp;
}
function _collaborators($ticket, $info=array()) {
ob_start();
include(STAFFINC_DIR . 'templates/collaborators.tmpl.php');
$resp = ob_get_contents();
ob_end_clean();
return $resp;
}
function viewUser($tid) {
global $thisstaff;
if(!$thisstaff
|| !($ticket=Ticket::lookup($tid))
|| !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'No such ticket');
if(!($user = User::lookup($ticket->getOwnerId())))
Http::response(404, 'Unknown user');
$info = array(
'title' => sprintf('Ticket #%s: %s', $ticket->getNumber(),
Format::htmlchars($user->getName()))
);
ob_start();
include(STAFFINC_DIR . 'templates/user.tmpl.php');
$resp = ob_get_contents();
ob_end_clean();
return $resp;
}
function updateUser($tid) {
global $thisstaff;
if(!$thisstaff
|| !($ticket=Ticket::lookup($tid))
|| !$ticket->checkStaffAccess($thisstaff)
|| !($user = User::lookup($ticket->getOwnerId())))
Http::response(404, 'No such ticket/user');
$errors = array();
if($user->updateInfo($_POST, $errors))
Http::response(201, $user->to_json());
$forms = $user->getForms();
$info = array(
'title' => sprintf('Ticket #%s: %s', $ticket->getNumber(),
Format::htmlchars($user->getName()))
);
ob_start();
include(STAFFINC_DIR . 'templates/user.tmpl.php');
$resp = ob_get_contents();
ob_end_clean();
return $resp;
}
function changeUserForm($tid) {
global $thisstaff;
if(!$thisstaff
|| !($ticket=Ticket::lookup($tid))
|| !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'No such ticket');
$user = User::lookup($ticket->getOwnerId());
$info = array(
'title' => sprintf('Change user for ticket #%s', $ticket->getNumber())
);
return self::_userlookup($user, null, $info);
}
function _userlookup($user, $form, $info) {
ob_start();
include(STAFFINC_DIR . 'templates/user-lookup.tmpl.php');
$resp = ob_get_contents();
ob_end_clean();
return $resp;
}
function manageForms($ticket_id) {
$forms = DynamicFormEntry::forTicket($ticket_id);
$info = array('action' => '#tickets/'.Format::htmlchars($ticket_id).'/forms/manage');
include(STAFFINC_DIR . 'templates/form-manage.tmpl.php');
}
function updateForms($ticket_id) {
global $thisstaff;
if (!$thisstaff)
Http::response(403, "Login required");
elseif (!($ticket = Ticket::lookup($ticket_id)))
Http::response(404, "No such ticket");
elseif (!$ticket->checkStaffAccess($thisstaff))
Http::response(403, "Access Denied");
elseif (!isset($_POST['forms']))
Http::response(422, "Send updated forms list");
// Add new forms
$forms = DynamicFormEntry::forTicket($ticket_id);
foreach ($_POST['forms'] as $sort => $id) {
$found = false;
foreach ($forms as $e) {
if ($e->get('form_id') == $id) {
$e->set('sort', $sort);
$e->save();
$found = true;
break;
}
}
// New form added
if (!$found && ($new = DynamicForm::lookup($id))) {
$f = $new->instanciate();
$f->set('sort', $sort);
$f->setTicketId($ticket_id);
$f->save();
}
}
// Deleted forms
foreach ($forms as $idx => $e) {
if (!in_array($e->get('form_id'), $_POST['forms']))
$e->delete();
}
Http::response(201, 'Successfully managed');
}
function cannedResponse($tid, $cid, $format='text') {
global $thisstaff, $cfg;
if (!($ticket = Ticket::lookup($tid))
|| !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'Unknown ticket ID');
if ($cid && !is_numeric($cid)) {
if (!($response=$ticket->getThread()->getVar($cid)))
Http::response(422, 'Unknown ticket variable');
// Ticket thread variables are assumed to be quotes
$response = "<br/><blockquote>$response</blockquote><br/>";
// Return text if html thread is not enabled
if (!$cfg->isHtmlThreadEnabled())
$response = Format::html2text($response, 90);
else
$response = Format::viewableImages($response);
// XXX: assuming json format for now.
return Format::json_encode(array('response' => $response));
}
if (!$cfg->isHtmlThreadEnabled())
$format.='.plain';
$varReplacer = function (&$var) use($ticket) {
return $ticket->replaceVars($var);
};
include_once(INCLUDE_DIR.'class.canned.php');
if (!$cid || !($canned=Canned::lookup($cid)) || !$canned->isEnabled())
Http::response(404, 'No such premade reply');
return $canned->getFormattedResponse($format, $varReplacer);
}
}
?>