<?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, $ost;
$result=array();
$criteria = array();
$select = 'SELECT ticket.ticket_id';
$from = ' FROM '.TICKET_TABLE.' ticket
LEFT JOIN '.TICKET_STATUS_TABLE.' status
ON (status.id = ticket.status_id) ';
//Access control.
$where = ' WHERE ( (ticket.staff_id='.db_input($thisstaff->getId())
.' AND status.state="open" )';
if(($teams=$thisstaff->getTeams()) && count(array_filter($teams)))
$where.=' OR (ticket.team_id IN ('.implode(',', db_input(array_filter($teams)))
.' ) AND status.state="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']);
$criteria['dept_id'] = $req['deptId'];
}
//Help topic
if($req['topicId']) {
$where.=' AND ticket.topic_id='.db_input($req['topicId']);
$criteria['topic_id'] = $req['topicId'];
}
// Status
if ($req['statusId']
&& ($status=TicketStatus::lookup($req['statusId']))) {
$where .= sprintf(' AND status.id="%d" ',
$status->getId());
$criteria['status_id'] = $status->getId();
}
// Flags
if ($req['flag']) {
switch (strtolower($req['flag'])) {
case 'answered':
$where .= ' AND ticket.isanswered =1 ';
$criteria['isanswered'] = 1;
$criteria['state'] = 'open';
$where .= ' AND status.state="open" ';
break;
case 'overdue':
$where .= ' AND ticket.isoverdue =1 ';
$criteria['isoverdue'] = 1;
$criteria['state'] = 'open';
$where .= ' AND status.state="open" ';
break;
}
}
//Assignee
if($req['assignee'] && strcasecmp($req['status'], 'closed')) { # assigned-to
$id=preg_replace("/[^0-9]/", "", $req['assignee']);
$assignee = $req['assignee'];
$where.= ' AND ( ( status.state="open" ';
if($assignee[0]=='t') {
$where.=' AND ticket.team_id='.db_input($id);
$criteria['team_id'] = $id;
}
elseif($assignee[0]=='s' || is_numeric($id)) {
$where.=' AND ticket.staff_id='.db_input($id);
$criteria['staff_id'] = $id;
}
$where.=')';
if($req['staffId'] && !$req['status']) //Assigned TO + Closed By
$where.= ' OR (ticket.staff_id='.db_input($req['staffId']).
' AND status.state IN("closed")) ';
elseif($req['staffId']) // closed by any
$where.= ' OR status.state IN("closed") ';
$where.= ' ) ';
} elseif($req['staffId']) { # closed-by
$where.=' AND (ticket.staff_id='.db_input($req['staffId']).' AND
status.state IN("closed")) ';
$criteria['state__in'] = array('closed');
$criteria['staff_id'] = $req['staffId'];
}
//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.')';
$criteria['created__gte'] = $startTime;
}
if($endTime) {
$where.=' AND ticket.created<=FROM_UNIXTIME('.$endTime.')';
$criteria['created__lte'] = $startTime;
}
// 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 (is_array($val)) {
$cwhere = '(' . implode(' OR ', array_map(
function($k) use ($name) {
return sprintf('FIND_IN_SET(%s, `%s`)', db_input($k), $name);
}, $val)
) . ')';
$criteria["cdata.{$name}"] = $val;
}
else {
$cwhere = "cdata.`$name` LIKE '%".db_real_escape($val)."%'";
$criteria["cdata.{$name}"] = $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)";
//Query
$joins = array();
if($req['query']) {
// Setup sets of joins and queries
if ($s = $ost->searcher)
return $s->find($req['query'], $criteria, 'Ticket');
}
$sections = array();
foreach ($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;
$result['success'] = sprintf(__("Search criteria matched %s"),
sprintf(_N('%d ticket', '%d tickets', count($tickets)), count($tickets)
))
. " - <a href='tickets.php?advsid=$uid'>".__('view')."</a>";
} 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'));
include STAFFINC_DIR . 'templates/ticket-preview.tmpl.php';
}
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 {
$info +=array('error' =>__('Unable to add collaborator. Internal error'));
}
return self::_addcollaborator($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->asVar()}</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, $varReplacer);
}
function changeTicketStatus($tid, $status, $id=0) {
global $thisstaff;
if (!$thisstaff)
Http::response(403, 'Access denied');
elseif (!$tid
|| !($ticket=Ticket::lookup($tid))
|| !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'Unknown ticket #');
$info = array();
$state = null;
switch($status) {
case 'open':
case 'reopen':
$state = 'open';
break;
case 'close':
if (!$thisstaff->canCloseTickets())
Http::response(403, 'Access denied');
$state = 'closed';
break;
case 'delete':
if (!$thisstaff->canDeleteTickets())
Http::response(403, 'Access denied');
$state = 'deleted';
break;
default:
$state = $ticket->getStatus()->getState();
$info['warn'] = sprintf('%s %s',
__('Unknown or invalid'), __('status'));
}
$info['status_id'] = $id ?: $ticket->getStatusId();
return self::_changeTicketStatus($ticket, $state, $info);
}
function setTicketStatus($tid) {
global $thisstaff, $ost;
if (!$thisstaff)
Http::response(403, 'Access denied');
elseif (!$tid
|| !($ticket=Ticket::lookup($tid))
|| !$ticket->checkStaffAccess($thisstaff))
Http::response(404, 'Unknown ticket #');
$errors = $info = array();
if (!$_POST['status_id']
|| !($status= TicketStatus::lookup($_POST['status_id'])))
$errors['status_id'] = sprintf('%s %s',
__('Unknown or invalid'), __('status'));
elseif ($status->getId() == $ticket->getStatusId())
$errors['err'] = sprintf(__('Ticket already set to %s status'),
__($status->getName()));
else {
// Make sure the agent has permission to set the status
switch(mb_strtolower($status->getState())) {
case 'open':
if (!$thisstaff->canCloseTickets()
&& !$thisstaff->canCreateTickets())
$errors['err'] = sprintf(__('You do not have permission %s.'),
__('to reopen tickets'));
break;
case 'closed':
if (!$thisstaff->canCloseTickets())
$errors['err'] = sprintf(__('You do not have permission %s.'),
__('to resolve/close tickets'));
break;
case 'deleted':
if (!$thisstaff->canDeleteTickets())
$errors['err'] = sprintf(__('You do not have permission %s.'),
__('to archive/delete tickets'));
break;
default:
$errors['err'] = sprintf('%s %s',
__('Unknown or invalid'), __('status'));
}
}
$state = strtolower($status->getState());
if (!$errors && $ticket->setStatus($status, $_REQUEST['comments'])) {
if ($state == 'deleted') {
$msg = sprintf('%s %s',
sprintf(__('Ticket #%s'), $ticket->getNumber()),
__('deleted sucessfully')
);
} elseif ($state != 'open') {
$msg = sprintf(__('%s status changed to %s'),
sprintf(__('Ticket #%s'), $ticket->getNumber()),
$status->getName());
} else {
$msg = sprintf(
__('%s status changed to %s'),
__('Ticket'),
$status->getName());
}
$_SESSION['::sysmsgs']['msg'] = $msg;
Http::response(201, 'Successfully processed');
} elseif (!$errors['err']) {
$errors['err'] = __('Error updating ticket status');
}
$state = $state ?: $ticket->getStatus()->getState();
$info['status_id'] = $status
? $status->getId() : $ticket->getStatusId();
return self::_changeTicketStatus($ticket, $state, $info, $errors);
}
function changeSelectedTicketsStatus($status, $id=0) {
global $thisstaff, $cfg;
if (!$thisstaff)
Http::response(403, 'Access denied');
$state = null;
$info = array();
switch($status) {
case 'open':
case 'reopen':
$state = 'open';
break;
case 'close':
if (!$thisstaff->canCloseTickets())
Http::response(403, 'Access denied');
$state = 'closed';
break;
case 'delete':
if (!$thisstaff->canDeleteTickets())
Http::response(403, 'Access denied');
$state = 'deleted';
break;
default:
$info['warn'] = sprintf('%s %s',
__('Unknown or invalid'), __('status'));
}
$info['status_id'] = $id;
return self::_changeSelectedTicketsStatus($state, $info);
}
function setSelectedTicketsStatus($state) {
global $thisstaff, $ost;
$errors = $info = array();
if (!$thisstaff || !$thisstaff->canManageTickets())
$errors['err'] = sprintf('%s %s',
sprintf(__('You do not have permission %s.'),
__('to mass manage tickets')),
__('Contact admin for such access'));
elseif (!$_REQUEST['tids'] || !count($_REQUEST['tids']))
$errors['err']=sprintf(__('You must select at least %s.'),
__('one ticket'));
elseif (!($status= TicketStatus::lookup($_REQUEST['status_id'])))
$errors['status_id'] = sprintf('%s %s',
__('Unknown or invalid'), __('status'));
elseif (!$errors) {
// Make sure the agent has permission to set the status
switch(mb_strtolower($status->getState())) {
case 'open':
if (!$thisstaff->canCloseTickets()
&& !$thisstaff->canCreateTickets())
$errors['err'] = sprintf(__('You do not have permission %s.'),
__('to reopen tickets'));
break;
case 'closed':
if (!$thisstaff->canCloseTickets())
$errors['err'] = sprintf(__('You do not have permission %s.'),
__('to resolve/close tickets'));
break;
case 'deleted':
if (!$thisstaff->canDeleteTickets())
$errors['err'] = sprintf(__('You do not have permission %s.'),
__('to archive/delete tickets'));
break;
default:
$errors['err'] = sprintf('%s %s',
__('Unknown or invalid'), __('status'));
}
}
$count = count($_REQUEST['tids']);
if (!$errors) {
$i = 0;
$comments = $_REQUEST['comments'];
foreach ($_REQUEST['tids'] as $tid) {
if (($ticket=Ticket::lookup($tid))
&& $ticket->getStatusId() != $status->getId()
&& $ticket->checkStaffAccess($thisstaff)
&& $ticket->setStatus($status, $comments))
$i++;
}
if (!$i)
$errors['err'] = sprintf(__('Unable to change status for %s'),
_N('the selected ticket', 'any of the selected tickets', $count));
else {
// Assume success
if ($i==$count) {
if (!strcasecmp($status->getState(), 'deleted')) {
$msg = sprintf(__( 'Successfully deleted %s.'),
_N('selected ticket', 'selected tickets',
$count));
} else {
$msg = sprintf(
__(
/* 1$ will be 'selected ticket(s)', 2$ is the new status */
'Successfully changed status of %1$s to %2$s'),
_N('selected ticket', 'selected tickets',
$count),
$status->getName());
}
$_SESSION['::sysmsgs']['msg'] = $msg;
} else {
if (!strcasecmp($status->getState(), 'deleted')) {
$warn = sprintf(__('Successfully deleted %s.'),
sprintf(__('%1$d of %2$d selected tickets'),
$i, $count)
);
} else {
$warn = sprintf(
__('%1$d of %2$d %3$s status changed to %4$s'),$i, $count,
_N('selected ticket', 'selected tickets',
$count),
$status->getName());
}
$_SESSION['::sysmsgs']['warn'] = $warn;
}
Http::response(201, 'Successfully processed');
}
}
return self::_changeSelectedTicketsStatus($state, $info, $errors);
}
private function _changeSelectedTicketsStatus($state, $info=array(), $errors=array()) {
$count = $_REQUEST['count'] ?:
($_REQUEST['tids'] ? count($_REQUEST['tids']) : 0);
$info['title'] = sprintf(__('%1$s Tickets — %2$d selected'),
TicketStateField::getVerb($state),
$count);
if (!strcasecmp($state, 'deleted')) {
$info['warn'] = sprintf(__(
'Are you sure you want to DELETE %s?'),
_N('selected ticket', 'selected tickets', $count)
);
$info['extra'] = sprintf('<strong>%s</strong>', __(
'Deleted tickets CANNOT be recovered, including any associated attachments.')
);
$info['placeholder'] = sprintf(__(
'Optional reason for deleting %s'),
_N('selected ticket', 'selected tickets', $count));
}
$info['status_id'] = $info['status_id'] ?: $_REQUEST['status_id'];
$info['comments'] = Format::htmlchars($_REQUEST['comments']);
return self::_changeStatus($state, $info, $errors);
}
private function _changeTicketStatus($ticket, $state, $info=array(), $errors=array()) {
$verb = TicketStateField::getVerb($state);
$info['action'] = sprintf('#tickets/%d/status', $ticket->getId());
$info['title'] = sprintf(__(
/* 1$ will be a verb, like 'open', 2$ will be the ticket number */
'%1$s Ticket #%2$s'),
$verb ?: $state,
$ticket->getNumber()
);
// Deleting?
if (!strcasecmp($state, 'deleted')) {
$info['placeholder'] = sprintf(__(
'Optional reason for deleting %s'),
__('this ticket'));
$info[ 'warn'] = sprintf(__(
'Are you sure you want to DELETE %s?'),
__('this ticket'));
//TODO: remove message below once we ship data retention plug
$info[ 'extra'] = sprintf('<strong>%s</strong>',
__('Deleted tickets CANNOT be recovered, including any associated attachments.')
);
}
$info['status_id'] = $info['status_id'] ?: $ticket->getStatusId();
$info['comments'] = Format::htmlchars($_REQUEST['comments']);
return self::_changeStatus($state, $info, $errors);
}
private function _changeStatus($state, $info=array(), $errors=array()) {
if ($info && isset($info['errors']))
$errors = array_merge($errors, $info['errors']);
if (!$info['error'] && isset($errors['err']))
$info['error'] = $errors['err'];
include(STAFFINC_DIR . 'templates/ticket-status.tmpl.php');
}
}
?>