<?php
/*********************************************************************
class.ticket.php
The most important class! Don't play with fire please.
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:
**********************************************************************/
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');
include_once(INCLUDE_DIR.'class.email.php');
include_once(INCLUDE_DIR.'class.dept.php');
include_once(INCLUDE_DIR.'class.topic.php');
include_once(INCLUDE_DIR.'class.lock.php');
include_once(INCLUDE_DIR.'class.file.php');
include_once(INCLUDE_DIR.'class.attachment.php');
include_once(INCLUDE_DIR.'class.banlist.php');
include_once(INCLUDE_DIR.'class.template.php');
include_once(INCLUDE_DIR.'class.variable.php');
include_once(INCLUDE_DIR.'class.priority.php');
include_once(INCLUDE_DIR.'class.sla.php');
include_once(INCLUDE_DIR.'class.canned.php');
require_once(INCLUDE_DIR.'class.dynamic_forms.php');
require_once(INCLUDE_DIR.'class.user.php');
require_once(INCLUDE_DIR.'class.collaborator.php');
class Ticket {
var $id;
var $number;
var $ht;
var $lastMsgId;
var $status;
var $dept; //Dept obj
var $sla; // SLA obj
var $staff; //Staff obj
var $client; //Client Obj
var $team; //Team obj
var $topic; //Topic obj
var $tlock; //TicketLock obj
var $thread; //Thread obj.
function Ticket($id) {
$this->id = 0;
$this->load($id);
}
function load($id=0) {
if(!$id && !($id=$this->getId()))
return false;
$sql='SELECT ticket.*, lock_id, dept_name '
.' ,IF(sla.id IS NULL, NULL, '
.'DATE_ADD(ticket.created, INTERVAL sla.grace_period HOUR)) as sla_duedate '
.' ,count(distinct attach.attach_id) as attachments'
.' FROM '.TICKET_TABLE.' ticket '
.' LEFT JOIN '.DEPT_TABLE.' dept ON (ticket.dept_id=dept.dept_id) '
.' LEFT JOIN '.SLA_TABLE.' sla ON (ticket.sla_id=sla.id AND sla.isactive=1) '
.' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock
ON ( ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW()) '
.' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach
ON ( ticket.ticket_id=attach.ticket_id) '
.' WHERE ticket.ticket_id='.db_input($id)
.' GROUP BY ticket.ticket_id';
//echo $sql;
if(!($res=db_query($sql)) || !db_num_rows($res))
return false;
$this->ht = db_fetch_array($res);
$this->id = $this->ht['ticket_id'];
$this->number = $this->ht['number'];
$this->_answers = array();
$this->loadDynamicData();
//Reset the sub classes (initiated ondemand)...good for reloads.
$this->status= null;
$this->staff = null;
$this->client = null;
$this->team = null;
$this->dept = null;
$this->sla = null;
$this->tlock = null;
$this->stats = null;
$this->topic = null;
$this->thread = null;
$this->collaborators = null;
return true;
}
function loadDynamicData() {
if (!$this->_answers) {
foreach (DynamicFormEntry::forTicket($this->getId(), true) as $form) {
foreach ($form->getAnswers() as $answer) {
$tag = mb_strtolower($answer->getField()->get('name'))
?: 'field.' . $answer->getField()->get('id');
$this->_answers[$tag] = $answer;
}
}
}
return $this->_answers;
}
function reload() {
return $this->load();
}
function hasState($state) {
return (strcasecmp($this->getState(), $state)==0);
}
function isOpen() {
return $this->hasState('open');
}
function isReopened() {
return ($this->getReopenDate());
}
function isReopenable() {
return $this->getStatus()->isReopenable();
}
function isClosed() {
return $this->hasState('closed');
}
function isArchived() {
return $this->hasState('archived');
}
function isDeleted() {
return $this->hasState('deleted');
}
function isAssigned() {
return ($this->isOpen() && ($this->getStaffId() || $this->getTeamId()));
}
function isOverdue() {
return ($this->ht['isoverdue']);
}
function isAnswered() {
return ($this->ht['isanswered']);
}
function isLocked() {
return ($this->getLockId());
}
function checkStaffAccess($staff) {
if(!is_object($staff) && !($staff=Staff::lookup($staff)))
return false;
// Staff has access to the department.
if (!$staff->showAssignedOnly()
&& $staff->canAccessDept($this->getDeptId()))
return true;
// Only consider assignment if the ticket is open
if (!$this->isOpen())
return false;
// Check ticket access based on direct or team assignment
if ($staff->getId() == $this->getStaffId()
|| ($this->getTeamId()
&& $staff->isTeamMember($this->getTeamId())
))
return true;
// No access bro!
return false;
}
function checkUserAccess($user) {
if (!$user || !($user instanceof EndUser))
return false;
//Ticket Owner
if ($user->getId() == $this->getUserId())
return true;
//Collaborator?
// 1) If the user was authorized via this ticket.
if ($user->getTicketId() == $this->getId()
&& !strcasecmp($user->getRole(), 'collaborator'))
return true;
// 2) Query the database to check for expanded access...
if (Collaborator::lookup(array(
'userId' => $user->getId(),
'ticketId' => $this->getId())))
return true;
return false;
}
//Getters
function getId() {
return $this->id;
}
function getNumber() {
return $this->number;
}
function getOwnerId() {
return $this->ht['user_id'];
}
function getOwner() {
if (!isset($this->owner)
&& ($u=User::lookup($this->getOwnerId())))
$this->owner = new TicketOwner(new EndUser($u), $this);
return $this->owner;
}
function getEmail(){
if ($o = $this->getOwner())
return $o->getEmail();
return null;
}
function getReplyToEmail() {
//TODO: Determine the email to use (once we enable multi-email support)
return $this->getEmail();
}
function getAuthToken() {
# XXX: Support variable email address (for CCs)
return md5($this->getId() . strtolower($this->getEmail()) . SECRET_SALT);
}
function getName(){
if ($o = $this->getOwner())
return $o->getName();
return null;
}
function getSubject() {
return (string) $this->_answers['subject'];
}
/* Help topic title - NOT object -> $topic */
function getHelpTopic() {
if(!$this->ht['helptopic'] && ($topic=$this->getTopic()))
$this->ht['helptopic'] = $topic->getFullName();
return $this->ht['helptopic'];
}
function getCreateDate() {
return $this->ht['created'];
}
function getOpenDate() {
return $this->getCreateDate();
}
function getReopenDate() {
return $this->ht['reopened'];
}
function getUpdateDate() {
return $this->ht['updated'];
}
function getDueDate() {
return $this->ht['duedate'];
}
function getSLADueDate() {
return $this->ht['sla_duedate'];
}
function getEstDueDate() {
//Real due date
if(($duedate=$this->getDueDate()))
return $duedate;
//return sla due date (If ANY)
return $this->getSLADueDate();
}
function getCloseDate() {
return $this->ht['closed'];
}
function getStatusId() {
return $this->ht['status_id'];
}
function getStatus() {
if (!$this->status && $this->getStatusId())
$this->status = TicketStatus::lookup($this->getStatusId());
return $this->status;
}
function getState() {
if (!$this->getStatus())
return '';
return $this->getStatus()->getState();
}
function getDeptId() {
return $this->ht['dept_id'];
}
function getDeptName() {
if(!$this->ht['dept_name'] && ($dept = $this->getDept()))
$this->ht['dept_name'] = $dept->getName();
return $this->ht['dept_name'];
}
function getPriorityId() {
global $cfg;
if (($a = $this->_answers['priority'])
&& ($b = $a->getValue()))
return $b->getId();
return $cfg->getDefaultPriorityId();
}
function getPriority() {
if (($a = $this->_answers['priority']) && ($b = $a->getValue()))
return $b->getDesc();
return '';
}
function getPhoneNumber() {
return (string)$this->getOwner()->getPhoneNumber();
}
function getSource() {
return $this->ht['source'];
}
function getIP() {
return $this->ht['ip_address'];
}
function getHashtable() {
return $this->ht;
}
function getUpdateInfo() {
global $cfg;
$info=array('source' => $this->getSource(),
'topicId' => $this->getTopicId(),
'slaId' => $this->getSLAId(),
'user_id' => $this->getOwnerId(),
'duedate' => $this->getDueDate()
? Format::userdate($cfg->getDateFormat(),
Misc::db2gmtime($this->getDueDate()))
:'',
'time' => $this->getDueDate()?(Format::userdate('G:i', Misc::db2gmtime($this->getDueDate()))):'',
);
return $info;
}
function getLockId() {
return $this->ht['lock_id'];
}
function getLock() {
if(!$this->tlock && $this->getLockId())
$this->tlock= TicketLock::lookup($this->getLockId(), $this->getId());
return $this->tlock;
}
function acquireLock($staffId, $lockTime) {
if(!$staffId or !$lockTime) //Lockig disabled?
return null;
//Check if the ticket is already locked.
if(($lock=$this->getLock()) && !$lock->isExpired()) {
if($lock->getStaffId()!=$staffId) //someone else locked the ticket.
return null;
//Lock already exits...renew it
$lock->renew($lockTime); //New clock baby.
return $lock;
}
//No lock on the ticket or it is expired
$this->tlock = null; //clear crap
$this->ht['lock_id'] = TicketLock::acquire($this->getId(), $staffId, $lockTime); //Create a new lock..
//load and return the newly created lock if any!
return $this->getLock();
}
function getDept() {
global $cfg;
if(!$this->dept)
if(!($this->dept = Dept::lookup($this->getDeptId())))
$this->dept = $cfg->getDefaultDept();
return $this->dept;
}
function getUserId() {
return $this->getOwnerId();
}
function getUser() {
if(!isset($this->user) && $this->getOwner())
$this->user = new EndUser($this->getOwner());
return $this->user;
}
function getStaffId() {
return $this->ht['staff_id'];
}
function getStaff() {
if(!$this->staff && $this->getStaffId())
$this->staff= Staff::lookup($this->getStaffId());
return $this->staff;
}
function getTeamId() {
return $this->ht['team_id'];
}
function getTeam() {
if(!$this->team && $this->getTeamId())
$this->team = Team::lookup($this->getTeamId());
return $this->team;
}
function getAssignee() {
if($staff=$this->getStaff())
return $staff->getName();
if($team=$this->getTeam())
return $team->getName();
return '';
}
function getAssignees() {
$assignees=array();
if($staff=$this->getStaff())
$assignees[] = $staff->getName();
if($team=$this->getTeam())
$assignees[] = $team->getName();
return $assignees;
}
function getAssigned($glue='/') {
$assignees = $this->getAssignees();
return $assignees?implode($glue, $assignees):'';
}
function getTopicId() {
return $this->ht['topic_id'];
}
function getTopic() {
if(!$this->topic && $this->getTopicId())
$this->topic = Topic::lookup($this->getTopicId());
return $this->topic;
}
function getSLAId() {
return $this->ht['sla_id'];
}
function getSLA() {
if(!$this->sla && $this->getSLAId())
$this->sla = SLA::lookup($this->getSLAId());
return $this->sla;
}
function getLastRespondent() {
$sql ='SELECT resp.staff_id '
.' FROM '.TICKET_THREAD_TABLE.' resp '
.' LEFT JOIN '.STAFF_TABLE. ' USING(staff_id) '
.' WHERE resp.ticket_id='.db_input($this->getId()).' AND resp.staff_id>0 '
.' AND resp.thread_type="R"'
.' ORDER BY resp.created DESC LIMIT 1';
if(!($res=db_query($sql)) || !db_num_rows($res))
return null;
list($id)=db_fetch_row($res);
return Staff::lookup($id);
}
function getLastMessageDate() {
return $this->ht['lastmessage'];
}
function getLastMsgDate() {
return $this->getLastMessageDate();
}
function getLastResponseDate() {
return $this->ht['lastresponse'];
}
function getLastRespDate() {
return $this->getLastResponseDate();
}
function getLastMsgId() {
return $this->lastMsgId;
}
function getLastMessage() {
if (!isset($this->last_message)) {
if($this->getLastMsgId())
$this->last_message = Message::lookup(
$this->getLastMsgId(), $this->getId());
if (!$this->last_message)
$this->last_message = Message::lastByTicketId($this->getId());
}
return $this->last_message;
}
function getThread() {
if(!$this->thread)
$this->thread = Thread::lookup($this);
return $this->thread;
}
function getThreadCount() {
return $this->getNumMessages() + $this->getNumResponses();
}
function getNumMessages() {
return $this->getThread()->getNumMessages();
}
function getNumResponses() {
return $this->getThread()->getNumResponses();
}
function getNumNotes() {
return $this->getThread()->getNumNotes();
}
function getMessages() {
return $this->getThreadEntries('M');
}
function getResponses() {
return $this->getThreadEntries('R');
}
function getNotes() {
return $this->getThreadEntries('N');
}
function getClientThread() {
return $this->getThreadEntries(array('M', 'R'));
}
function getThreadEntry($id) {
return $this->getThread()->getEntry($id);
}
function getThreadEntries($type, $order='') {
return $this->getThread()->getEntries($type, $order);
}
//Collaborators
function getNumCollaborators() {
return count($this->getCollaborators());
}
function getNumActiveCollaborators() {
if (!isset($this->ht['active_collaborators']))
$this->ht['active_collaborators'] = count($this->getActiveCollaborators());
return $this->ht['active_collaborators'];
}
function getActiveCollaborators() {
return $this->getCollaborators(array('isactive'=>1));
}
function getCollaborators($criteria=array()) {
if ($criteria)
return Collaborator::forTicket($this->getId(), $criteria);
if (!isset($this->collaborators))
$this->collaborators = Collaborator::forTicket($this->getId());
return $this->collaborators;
}
//UserList of recipients (owner + collaborators)
function getRecipients() {
if (!isset($this->recipients)) {
$list = new UserList();
$list->add($this->getOwner());
if ($collabs = $this->getActiveCollaborators()) {
foreach ($collabs as $c)
$list->add($c);
}
$this->recipients = $list;
}
return $this->recipients;
}
function addCollaborator($user, $vars, &$errors) {
if (!$user || $user->getId()==$this->getOwnerId())
return null;
$vars = array_merge(array(
'ticketId' => $this->getId(),
'userId' => $user->getId()), $vars);
if (!($c=Collaborator::add($vars, $errors)))
return null;
$this->collaborators = null;
$this->recipients = null;
return $c;
}
//XXX: Ugly for now
function updateCollaborators($vars, &$errors) {
global $thisstaff;
if (!$thisstaff) return;
//Deletes
if($vars['del'] && ($ids=array_filter($vars['del']))) {
$collabs = array();
foreach ($ids as $k => $cid) {
if (($c=Collaborator::lookup($cid))
&& $c->getTicketId() == $this->getId()
&& $c->remove())
$collabs[] = $c;
}
$this->logNote(_S('Collaborators Removed'),
implode("<br>", $collabs), $thisstaff, false);
}
//statuses
$cids = null;
if($vars['cid'] && ($cids=array_filter($vars['cid']))) {
$sql='UPDATE '.TICKET_COLLABORATOR_TABLE
.' SET updated=NOW(), isactive=1 '
.' WHERE ticket_id='.db_input($this->getId())
.' AND id IN('.implode(',', db_input($cids)).')';
db_query($sql);
}
$sql='UPDATE '.TICKET_COLLABORATOR_TABLE
.' SET updated=NOW(), isactive=0 '
.' WHERE ticket_id='.db_input($this->getId());
if($cids)
$sql.=' AND id NOT IN('.implode(',', db_input($cids)).')';
db_query($sql);
unset($this->ht['active_collaborators']);
$this->collaborators = null;
return true;
}
/* -------------------- Setters --------------------- */
function setLastMsgId($msgid) {
return $this->lastMsgId=$msgid;
}
function setLastMessage($message) {
$this->last_message = $message;
$this->setLastMsgId($message->getId());
}
//DeptId can NOT be 0. No orphans please!
function setDeptId($deptId) {
//Make sure it's a valid department//
if(!($dept=Dept::lookup($deptId)) || $dept->getId()==$this->getDeptId())
return false;
$sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), dept_id='.db_input($deptId)
.' WHERE ticket_id='.db_input($this->getId());
return (db_query($sql) && db_affected_rows());
}
//Set staff ID...assign/unassign/release (id can be 0)
function setStaffId($staffId) {
if(!is_numeric($staffId)) return false;
$sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), staff_id='.db_input($staffId)
.' WHERE ticket_id='.db_input($this->getId());
if (!db_query($sql) || !db_affected_rows())
return false;
$this->staff = null;
$this->ht['staff_id'] = $staffId;
return true;
}
function setSLAId($slaId) {
if ($slaId == $this->getSLAId()) return true;
return db_query(
'UPDATE '.TICKET_TABLE.' SET sla_id='.db_input($slaId)
.' WHERE ticket_id='.db_input($this->getId()))
&& db_affected_rows();
}
/**
* Selects the appropriate service-level-agreement plan for this ticket.
* When tickets are transfered between departments, the SLA of the new
* department should be applied to the ticket. This would be useful,
* for instance, if the ticket is transferred to a different department
* which has a shorter grace period, the ticket should be considered
* overdue in the shorter window now that it is owned by the new
* department.
*
* $trump - if received, should trump any other possible SLA source.
* This is used in the case of email filters, where the SLA
* specified in the filter should trump any other SLA to be
* considered.
*/
function selectSLAId($trump=null) {
global $cfg;
# XXX Should the SLA be overridden if it was originally set via an
# email filter? This method doesn't consider such a case
if ($trump && is_numeric($trump)) {
$slaId = $trump;
} elseif ($this->getDept() && $this->getDept()->getSLAId()) {
$slaId = $this->getDept()->getSLAId();
} elseif ($this->getTopic() && $this->getTopic()->getSLAId()) {
$slaId = $this->getTopic()->getSLAId();
} else {
$slaId = $cfg->getDefaultSLAId();
}
return ($slaId && $this->setSLAId($slaId)) ? $slaId : false;
}
//Set team ID...assign/unassign/release (id can be 0)
function setTeamId($teamId) {
if(!is_numeric($teamId)) return false;
$sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), team_id='.db_input($teamId)
.' WHERE ticket_id='.db_input($this->getId());
return (db_query($sql) && db_affected_rows());
}
//Status helper.
function setStatus($status, $comments='', $set_closing_agent=true) {
global $thisstaff;
if ($status && is_numeric($status))
$status = TicketStatus::lookup($status);
if (!$status || !$status instanceof TicketStatus)
return false;
// XXX: intercept deleted status and do hard delete
if (!strcasecmp($status->getState(), 'deleted'))
return $this->delete($comments);
if ($this->getStatusId() == $status->getId())
return true;
$sql = 'UPDATE '.TICKET_TABLE.' SET updated=NOW() '.
' ,status_id='.db_input($status->getId());
$ecb = null;
switch($status->getState()) {
case 'closed':
$sql.=', closed=NOW(), duedate=NULL ';
if ($thisstaff && $set_closing_agent)
$sql.=', staff_id='.db_input($thisstaff->getId());
$this->clearOverdue();
$ecb = function($t) {
$t->reload();
$t->logEvent('closed');
$t->deleteDrafts();
};
break;
case 'open':
// TODO: check current status if it allows for reopening
if ($this->isClosed()) {
$sql .= ',closed=NULL, reopened=NOW() ';
$ecb = function ($t) {
$t->logEvent('reopened', 'closed');
};
}
// If the ticket is not open then clear answered flag
if (!$this->isOpen())
$sql .= ', isanswered = 0 ';
break;
default:
return false;
}
$sql.=' WHERE ticket_id='.db_input($this->getId());
if (!db_query($sql) || !db_affected_rows())
return false;
// Log status change b4 reload — if currently has a status. (On new
// ticket, the ticket is opened and thereafter the status is set to
// the requested status).
if ($current_status = $this->getStatus()) {
$note = sprintf(__('Status changed from %s to %s by %s'),
$this->getStatus(),
$status,
$thisstaff ?: 'SYSTEM');
$alert = false;
if ($comments) {
$note .= sprintf('<hr>%s', $comments);
// Send out alerts if comments are included
$alert = true;
}
$this->logNote(__('Status Changed'), $note, $thisstaff, $alert);
}
// Log events via callback
if ($ecb) $ecb($this);
return true;
}
function setState($state, $alerts=false) {
switch(strtolower($state)) {
case 'open':
return $this->setStatus('open');
break;
case 'closed':
return $this->setStatus('closed');
break;
case 'answered':
return $this->setAnsweredState(1);
break;
case 'unanswered':
return $this->setAnsweredState(0);
break;
case 'overdue':
return $this->markOverdue();
break;
case 'notdue':
return $this->clearOverdue();
break;
case 'unassined':
return $this->unassign();
}
return false;
}
function setAnsweredState($isanswered) {
$sql='UPDATE '.TICKET_TABLE.' SET isanswered='.db_input($isanswered)
.' WHERE ticket_id='.db_input($this->getId());
return (db_query($sql) && db_affected_rows());
}
function reopen() {
global $cfg;
if (!$this->isClosed())
return false;
// Set status to open based on current closed status settings
// If the closed status doesn't have configured "reopen" status then use the
// the default ticket status.
if (!($status=$this->getStatus()->getReopenStatus()))
$status = $cfg->getDefaultTicketStatusId();
return $status ? $this->setStatus($status, 'Reopened') : false;
}
function onNewTicket($message, $autorespond=true, $alertstaff=true) {
global $cfg;
//Log stuff here...
if(!$autorespond && !$alertstaff) return true; //No alerts to send.
/* ------ SEND OUT NEW TICKET AUTORESP && ALERTS ----------*/
$this->reload(); //get the new goodies.
if(!$cfg
|| !($dept=$this->getDept())
|| !($tpl = $dept->getTemplate())
|| !($email=$dept->getAutoRespEmail())) {
return false; //bail out...missing stuff.
}
$options = array(
'inreplyto'=>$message->getEmailMessageId(),
'references'=>$message->getEmailReferences(),
'thread'=>$message);
//Send auto response - if enabled.
if($autorespond
&& $cfg->autoRespONNewTicket()
&& $dept->autoRespONNewTicket()
&& ($msg=$tpl->getAutoRespMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(),
array('message' => $message,
'recipient' => $this->getOwner(),
'signature' => ($dept && $dept->isPublic())?$dept->getSignature():'')
);
$email->sendAutoReply($this->getOwner(), $msg['subj'], $msg['body'],
null, $options);
}
//Send alert to out sleepy & idle staff.
if ($alertstaff
&& $cfg->alertONNewTicket()
&& ($email=$dept->getAlertEmail())
&& ($msg=$tpl->getNewTicketAlertMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(), array('message' => $message));
$recipients=$sentlist=array();
//Exclude the auto responding email just incase it's from staff member.
if ($message->isAutoReply())
$sentlist[] = $this->getEmail();
//Alert admin??
if($cfg->alertAdminONNewTicket()) {
$alert = $this->replaceVars($msg, array('recipient' => 'Admin'));
$email->sendAlert($cfg->getAdminEmail(), $alert['subj'], $alert['body'], null, $options);
$sentlist[]=$cfg->getAdminEmail();
}
//Only alerts dept members if the ticket is NOT assigned.
if($cfg->alertDeptMembersONNewTicket() && !$this->isAssigned()) {
if(($members=$dept->getMembersForAlerts()))
$recipients=array_merge($recipients, $members);
}
if($cfg->alertDeptManagerONNewTicket() && $dept && ($manager=$dept->getManager()))
$recipients[]= $manager;
// Account manager
if ($cfg->alertAcctManagerONNewMessage()
&& ($org = $this->getOwner()->getOrganization())
&& ($acct_manager = $org->getAccountManager())) {
if ($acct_manager instanceof Team)
$recipients = array_merge($recipients, $acct_manager->getMembers());
else
$recipients[] = $acct_manager;
}
foreach( $recipients as $k=>$staff) {
if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
$sentlist[] = $staff->getEmail();
}
}
return true;
}
function onOpenLimit($sendNotice=true) {
global $ost, $cfg;
//Log the limit notice as a warning for admin.
$msg=sprintf(_S('Maximum open tickets (%1$d) reached for %2$s'),
$cfg->getMaxOpenTickets(), $this->getEmail());
$ost->logWarning(sprintf(_S('Maximum Open Tickets Limit (%s)'),$this->getEmail()),
$msg);
if(!$sendNotice || !$cfg->sendOverLimitNotice())
return true;
//Send notice to user.
if(($dept = $this->getDept())
&& ($tpl=$dept->getTemplate())
&& ($msg=$tpl->getOverlimitMsgTemplate())
&& ($email=$dept->getAutoRespEmail())) {
$msg = $this->replaceVars($msg->asArray(),
array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():''));
$email->sendAutoReply($this->getOwner(), $msg['subj'], $msg['body']);
}
$user = $this->getOwner();
//Alert admin...this might be spammy (no option to disable)...but it is helpful..I think.
$alert=sprintf(__('Maximum open tickets reached for %s.'), $this->getEmail())."\n"
.sprintf(__('Open tickets: %d'), $user->getNumOpenTickets())."\n"
.sprintf(__('Max allowed: %d'), $cfg->getMaxOpenTickets())
."\n\n".__("Notice sent to the user.");
$ost->alertAdmin(__('Overlimit Notice'), $alert);
return true;
}
function onResponse() {
db_query('UPDATE '.TICKET_TABLE.' SET isanswered=1, lastresponse=NOW(), updated=NOW() WHERE ticket_id='.db_input($this->getId()));
$this->reload();
}
/*
* Notify collaborators on response or new message
*
*/
function notifyCollaborators($entry, $vars = array()) {
global $cfg;
if (!$entry instanceof ThreadEntry
|| !($recipients=$this->getRecipients())
|| !($dept=$this->getDept())
|| !($tpl=$dept->getTemplate())
|| !($msg=$tpl->getActivityNoticeMsgTemplate())
|| !($email=$dept->getEmail()))
return;
//Who posted the entry?
$uid = 0;
if ($entry instanceof Message) {
$poster = $entry->getUser();
// Skip the person who sent in the message
$uid = $entry->getUserId();
} else {
$poster = $entry->getStaff();
// Skip the ticket owner
$uid = $this->getUserId();
}
$vars = array_merge($vars, array(
'message' => (string) $entry,
'poster' => $poster ?: _S('A collaborator'),
)
);
$msg = $this->replaceVars($msg->asArray(), $vars);
$attachments = $cfg->emailAttachments()?$entry->getAttachments():array();
$options = array('inreplyto' => $entry->getEmailMessageId(),
'thread' => $entry);
foreach ($recipients as $recipient) {
if ($uid == $recipient->getUserId()) continue;
$notice = $this->replaceVars($msg, array('recipient' => $recipient));
$email->send($recipient, $notice['subj'], $notice['body'], $attachments,
$options);
}
return;
}
function onMessage($message, $autorespond=true) {
global $cfg;
db_query('UPDATE '.TICKET_TABLE.' SET isanswered=0,lastmessage=NOW() WHERE ticket_id='.db_input($this->getId()));
// Auto-assign to closing staff or last respondent
// If the ticket is closed and auto-claim is not enabled then put the
// ticket back to unassigned pool.
if ($this->isClosed() && !$cfg->autoClaimTickets()) {
$this->setStaffId(0);
} elseif(!($staff=$this->getStaff()) || !$staff->isAvailable()) {
// Ticket has no assigned staff - if auto-claim is enabled then
// try assigning it to the last respondent (if available)
// otherwise leave the ticket unassigned.
if ($cfg->autoClaimTickets() //Auto claim is enabled.
&& ($lastrep=$this->getLastRespondent())
&& $lastrep->isAvailable()) {
$this->setStaffId($lastrep->getId()); //direct assignment;
} else {
$this->setStaffId(0); //unassign - last respondent is not available.
}
}
// Reopen if closed AND reopenable
// We're also checking autorespond flag because we don't want to
// reopen closed tickets on auto-reply from end user. This is not to
// confused with autorespond on new message setting
if ($autorespond && $this->isClosed() && $this->isReopenable())
$this->reopen();
/********** double check auto-response ************/
if (!($user = $message->getUser()))
$autorespond=false;
elseif ($autorespond && (Email::getIdByEmail($user->getEmail())))
$autorespond=false;
elseif ($autorespond && ($dept=$this->getDept()))
$autorespond=$dept->autoRespONNewMessage();
if(!$autorespond
|| !$cfg->autoRespONNewMessage()
|| !$message) return; //no autoresp or alerts.
$this->reload();
$dept = $this->getDept();
$email = $dept->getAutoRespEmail();
//If enabled...send confirmation to user. ( New Message AutoResponse)
if($email
&& ($tpl=$dept->getTemplate())
&& ($msg=$tpl->getNewMessageAutorepMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(),
array(
'recipient' => $user,
'signature' => ($dept && $dept->isPublic())?$dept->getSignature():''));
$options = array(
'inreplyto'=>$message->getEmailMessageId(),
'thread'=>$message);
$email->sendAutoReply($user, $msg['subj'], $msg['body'],
null, $options);
}
}
function onAssign($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();
$comments = $comments ?: _S('Ticket assignment');
$assigner = $thisstaff ?: _S('SYSTEM (Auto Assignment)');
//Log an internal note - no alerts on the internal note.
$note = $this->logNote(
sprintf(_S('Ticket Assigned to %s'), $assignee->getName()),
$comments, $assigner, false);
//See if we need to send alerts
if(!$alert || !$cfg->alertONAssignment()) return true; //No alerts!
$dept = $this->getDept();
if(!$dept
|| !($tpl = $dept->getTemplate())
|| !($email = $dept->getAlertEmail()))
return true;
//recipients
$recipients=array();
if ($assignee instanceof Staff) {
if ($cfg->alertStaffONAssignment())
$recipients[] = $assignee;
} elseif (($assignee instanceof Team) && $assignee->alertsEnabled()) {
if ($cfg->alertTeamMembersONAssignment() && ($members=$assignee->getMembers()))
$recipients = array_merge($recipients, $members);
elseif ($cfg->alertTeamLeadONAssignment() && ($lead=$assignee->getTeamLead()))
$recipients[] = $lead;
}
//Get the message template
if ($recipients
&& ($msg=$tpl->getAssignedAlertMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(),
array('comments' => $comments,
'assignee' => $assignee,
'assigner' => $assigner
));
//Send the alerts.
$sentlist=array();
$options = array(
'inreplyto'=>$note->getEmailMessageId(),
'references'=>$note->getEmailReferences(),
'thread'=>$note);
foreach( $recipients as $k=>$staff) {
if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
$sentlist[] = $staff->getEmail();
}
}
return true;
}
function onOverdue($whine=true, $comments="") {
global $cfg;
if($whine && ($sla=$this->getSLA()) && !$sla->alertOnOverdue())
$whine = false;
//check if we need to send alerts.
if(!$whine
|| !$cfg->alertONOverdueTicket()
|| !($dept = $this->getDept()))
return true;
//Get the message template
if(($tpl = $dept->getTemplate())
&& ($msg=$tpl->getOverdueAlertMsgTemplate())
&& ($email = $dept->getAlertEmail())) {
$msg = $this->replaceVars($msg->asArray(),
array('comments' => $comments));
//recipients
$recipients=array();
//Assigned staff or team... if any
if($this->isAssigned() && $cfg->alertAssignedONOverdueTicket()) {
if($this->getStaffId())
$recipients[]=$this->getStaff();
elseif($this->getTeamId() && ($team=$this->getTeam()) && ($members=$team->getMembers()))
$recipients=array_merge($recipients, $members);
} elseif($cfg->alertDeptMembersONOverdueTicket() && !$this->isAssigned()) {
//Only alerts dept members if the ticket is NOT assigned.
if ($members = $dept->getMembersForAlerts())
$recipients = array_merge($recipients, $members);
}
//Always alert dept manager??
if($cfg->alertDeptManagerONOverdueTicket() && $dept && ($manager=$dept->getManager()))
$recipients[]= $manager;
$sentlist=array();
foreach( $recipients as $k=>$staff) {
if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null);
$sentlist[] = $staff->getEmail();
}
}
return true;
}
//ticket obj as variable = ticket number.
function asVar() {
return $this->getNumber();
}
function getVar($tag) {
global $cfg;
if($tag && is_callable(array($this, 'get'.ucfirst($tag))))
return call_user_func(array($this, 'get'.ucfirst($tag)));
switch(mb_strtolower($tag)) {
case 'phone':
case 'phone_number':
return $this->getPhoneNumber();
break;
case 'auth_token':
return $this->getAuthToken();
break;
case 'client_link':
return sprintf('%s/view.php?t=%s',
$cfg->getBaseUrl(), $this->getNumber());
break;
case 'staff_link':
return sprintf('%s/scp/tickets.php?id=%d', $cfg->getBaseUrl(), $this->getId());
break;
case 'create_date':
return Format::date(
$cfg->getDateTimeFormat(),
Misc::db2gmtime($this->getCreateDate()),
$cfg->getTZOffset(),
$cfg->observeDaylightSaving());
break;
case 'due_date':
$duedate ='';
if($this->getEstDueDate())
$duedate = Format::date(
$cfg->getDateTimeFormat(),
Misc::db2gmtime($this->getEstDueDate()),
$cfg->getTZOffset(),
$cfg->observeDaylightSaving());
return $duedate;
break;
case 'close_date':
$closedate ='';
if($this->isClosed())
$closedate = Format::date(
$cfg->getDateTimeFormat(),
Misc::db2gmtime($this->getCloseDate()),
$cfg->getTZOffset(),
$cfg->observeDaylightSaving());
return $closedate;
break;
case 'user':
return $this->getOwner();
break;
default:
if (isset($this->_answers[$tag]))
// The answer object is retrieved here which will
// automatically invoke the toString() method when the
// answer is coerced into text
return $this->_answers[$tag];
}
return false;
}
//Replace base variables.
function replaceVars($input, $vars = array()) {
global $ost;
$vars = array_merge($vars, array('ticket' => $this));
return $ost->replaceTemplateVariables($input, $vars);
}
function markUnAnswered() {
return (!$this->isAnswered() || $this->setAnsweredState(0));
}
function markAnswered() {
return ($this->isAnswered() || $this->setAnsweredState(1));
}
function markOverdue($whine=true) {
global $cfg;
if($this->isOverdue())
return true;
$sql='UPDATE '.TICKET_TABLE.' SET isoverdue=1, updated=NOW() '
.' WHERE ticket_id='.db_input($this->getId());
if(!db_query($sql) || !db_affected_rows())
return false;
$this->logEvent('overdue');
$this->onOverdue($whine);
return true;
}
function clearOverdue() {
if(!$this->isOverdue())
return true;
//NOTE: Previously logged overdue event is NOT annuled.
$sql='UPDATE '.TICKET_TABLE.' SET isoverdue=0, updated=NOW() ';
//clear due date if it's in the past
if($this->getDueDate() && Misc::db2gmtime($this->getDueDate()) <= Misc::gmtime())
$sql.=', duedate=NULL';
//Clear SLA if est. due date is in the past
if($this->getSLADueDate() && Misc::db2gmtime($this->getSLADueDate()) <= Misc::gmtime())
$sql.=', sla_id=0 ';
$sql.=' WHERE ticket_id='.db_input($this->getId());
return (db_query($sql) && db_affected_rows());
}
//Dept Tranfer...with alert.. done by staff
function transfer($deptId, $comments, $alert = true) {
global $cfg, $thisstaff;
if(!$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();
$this->reload();
// Set SLA of the new department
if(!$this->getSLAId() || $this->getSLA()->isTransient())
$this->selectSLAId();
/*** log the transfer comments as internal note - with alerts disabled - ***/
$title=sprintf(_S('Ticket transferred from %1$s to %2$s'),
$currentDept, $this->getDeptName());
$comments=$comments?$comments:$title;
$note = $this->logNote($title, $comments, $thisstaff, false);
$this->logEvent('transferred');
//Send out alerts if enabled AND requested
if(!$alert || !$cfg->alertONTransfer() || !($dept=$this->getDept()))
return true; //no alerts!!
if (($email = $dept->getAlertEmail())
&& ($tpl = $dept->getTemplate())
&& ($msg=$tpl->getTransferAlertMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(),
array('comments' => $comments, 'staff' => $thisstaff));
//recipients
$recipients=array();
//Assigned staff or team... if any
if($this->isAssigned() && $cfg->alertAssignedONTransfer()) {
if($this->getStaffId())
$recipients[]=$this->getStaff();
elseif($this->getTeamId() && ($team=$this->getTeam()) && ($members=$team->getMembers()))
$recipients = array_merge($recipients, $members);
} elseif($cfg->alertDeptMembersONTransfer() && !$this->isAssigned()) {
//Only alerts dept members if the ticket is NOT assigned.
if(($members=$dept->getMembersForAlerts()))
$recipients = array_merge($recipients, $members);
}
//Always alert dept manager??
if($cfg->alertDeptManagerONTransfer() && $dept && ($manager=$dept->getManager()))
$recipients[]= $manager;
$sentlist=array();
$options = array(
'inreplyto'=>$note->getEmailMessageId(),
'references'=>$note->getEmailReferences(),
'thread'=>$note);
foreach( $recipients as $k=>$staff) {
if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
$sentlist[] = $staff->getEmail();
}
}
return true;
}
function assignToStaff($staff, $note, $alert=true) {
if(!is_object($staff) && !($staff=Staff::lookup($staff)))
return false;
if (!$staff->isAvailable() || !$this->setStaffId($staff->getId()))
return false;
$this->onAssign($staff, $note, $alert);
$this->logEvent('assigned');
return true;
}
function assignToTeam($team, $note, $alert=true) {
if(!is_object($team) && !($team=Team::lookup($team)))
return false;
if (!$team->isActive() || !$this->setTeamId($team->getId()))
return false;
//Clear - staff if it's a closed ticket
// staff_id is overloaded -> assigned to & closed by.
if($this->isClosed())
$this->setStaffId(0);
$this->onAssign($team, $note, $alert);
$this->logEvent('assigned');
return true;
}
//Assign ticket to staff or team - overloaded ID.
function assign($assignId, $note, $alert=true) {
global $thisstaff;
$rv=0;
$id=preg_replace("/[^0-9]/", "", $assignId);
if($assignId[0]=='t') {
$rv=$this->assignToTeam($id, $note, $alert);
} elseif($assignId[0]=='s' || is_numeric($assignId)) {
$alert=($alert && $thisstaff && $thisstaff->getId()==$id)?false:$alert; //No alerts on self assigned tickets!!!
//We don't care if a team is already assigned to the ticket - staff assignment takes precedence
$rv=$this->assignToStaff($id, $note, $alert);
}
return $rv;
}
//unassign primary assignee
function unassign() {
if(!$this->isAssigned()) //We can't release what is not assigned buddy!
return true;
//We can only unassigned OPEN tickets.
if($this->isClosed())
return false;
//Unassign staff (if any)
if($this->getStaffId() && !$this->setStaffId(0))
return false;
//unassign team (if any)
if($this->getTeamId() && !$this->setTeamId(0))
return false;
$this->reload();
return true;
}
function release() {
return $this->unassign();
}
//Change ownership
function changeOwner($user) {
global $thisstaff;
if (!$user
|| ($user->getId() == $this->getOwnerId())
|| !$thisstaff->canEditTickets())
return false;
$sql ='UPDATE '.TICKET_TABLE.' SET updated = NOW() '
.', user_id = '.db_input($user->getId())
.' WHERE ticket_id = '.db_input($this->getId());
if (!db_query($sql) || !db_affected_rows())
return false;
$this->ht['user_id'] = $user->getId();
$this->user = null;
$this->collaborators = null;
$this->recipients = null;
//Log an internal note
$note = sprintf(_S('%s changed ticket ownership to %s'),
$thisstaff->getName(), $user->getName());
//Remove the new owner from list of collaborators
$c = Collaborator::lookup(array('userId' => $user->getId(),
'ticketId' => $this->getId()));
if ($c && $c->remove())
$note.= ' '._S('(removed as collaborator)');
$this->logNote('Ticket ownership changed', $note);
return true;
}
//Insert message from client
function postMessage($vars, $origin='', $alerts=true) {
global $cfg;
$vars['origin'] = $origin;
if(isset($vars['ip']))
$vars['ip_address'] = $vars['ip'];
elseif(!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
$vars['ip_address'] = $_SERVER['REMOTE_ADDR'];
$errors = array();
if(!($message = $this->getThread()->addMessage($vars, $errors)))
return null;
$this->setLastMessage($message);
//Add email recipients as collaborators...
if ($vars['recipients']
&& (strtolower($origin) != 'email' || ($cfg && $cfg->addCollabsViaEmail()))
//Only add if we have a matched local address
&& $vars['to-email-id']) {
//New collaborators added by other collaborators are disable --
// requires staff approval.
$info = array(
'isactive' => ($message->getUserId() == $this->getUserId())? 1: 0);
$collabs = array();
foreach ($vars['recipients'] as $recipient) {
// Skip virtual delivered-to addresses
if (strcasecmp($recipient['source'], 'delivered-to') === 0)
continue;
if (($user=User::fromVars($recipient)))
if ($c=$this->addCollaborator($user, $info, $errors))
$collabs[] = sprintf('%s%s',
(string) $c,
$recipient['source']
? " ".sprintf(_S('via %s'), $recipient['source'])
: ''
);
}
//TODO: Can collaborators add others?
if ($collabs) {
//TODO: Change EndUser to name of user.
$this->logNote(_S('Collaborators added by end user'),
implode("<br>", $collabs), _S('End User'), false);
}
}
if(!$alerts) return $message; //Our work is done...
// Do not auto-respond to bounces and other auto-replies
$autorespond = isset($vars['flags'])
? !$vars['flags']['bounce'] && !$vars['flags']['auto-reply']
: true;
if ($autorespond && $message->isAutoReply())
$autorespond = false;
$this->onMessage($message, $autorespond); //must be called b4 sending alerts to staff.
if ($autorespond && $cfg && $cfg->notifyCollabsONNewMessage())
$this->notifyCollaborators($message, array('signature' => ''));
$dept = $this->getDept();
$variables = array(
'message' => $message,
'poster' => ($vars['poster'] ? $vars['poster'] : $this->getName())
);
$options = array(
'inreplyto' => $message->getEmailMessageId(),
'references' => $message->getEmailReferences(),
'thread'=>$message);
//If enabled...send alert to staff (New Message Alert)
if($cfg->alertONNewMessage()
&& ($email = $dept->getAlertEmail())
&& ($tpl = $dept->getTemplate())
&& ($msg = $tpl->getNewMessageAlertMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(), $variables);
//Build list of recipients and fire the alerts.
$recipients=array();
//Last respondent.
if($cfg->alertLastRespondentONNewMessage() || $cfg->alertAssignedONNewMessage())
$recipients[]=$this->getLastRespondent();
//Assigned staff if any...could be the last respondent
if ($this->isAssigned()) {
if ($staff = $this->getStaff())
$recipients[] = $staff;
elseif ($team = $this->getTeam())
$recipients = array_merge($recipients, $team->getMembers());
}
//Dept manager
if($cfg->alertDeptManagerONNewMessage() && $dept && ($manager=$dept->getManager()))
$recipients[]=$manager;
// Account manager
if ($cfg->alertAcctManagerONNewMessage()
&& ($org = $this->getOwner()->getOrganization())
&& ($acct_manager = $org->getAccountManager())) {
if ($acct_manager instanceof Team)
$recipients = array_merge($recipients, $acct_manager->getMembers());
else
$recipients[] = $acct_manager;
}
$sentlist=array(); //I know it sucks...but..it works.
foreach( $recipients as $k=>$staff) {
if(!$staff || !$staff->getEmail() || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
$sentlist[] = $staff->getEmail();
}
}
return $message;
}
function postCannedReply($canned, $msgId, $alert=true) {
global $ost, $cfg;
if((!is_object($canned) && !($canned=Canned::lookup($canned))) || !$canned->isEnabled())
return false;
$files = array();
foreach ($canned->attachments->getAll() as $file)
$files[] = $file['id'];
if ($cfg->isHtmlThreadEnabled())
$response = new HtmlThreadBody(
$this->replaceVars($canned->getHtml()));
else
$response = new TextThreadBody(
$this->replaceVars($canned->getPlainText()));
$info = array('msgId' => $msgId,
'poster' => __('SYSTEM (Canned Reply)'),
'response' => $response,
'cannedattachments' => $files);
$errors = array();
if(!($response=$this->postReply($info, $errors, false)))
return null;
$this->markUnAnswered();
if(!$alert) return $response;
$dept = $this->getDept();
if(($email=$dept->getEmail())
&& ($tpl = $dept->getTemplate())
&& ($msg=$tpl->getAutoReplyMsgTemplate())) {
if($dept && $dept->isPublic())
$signature=$dept->getSignature();
else
$signature='';
$msg = $this->replaceVars($msg->asArray(),
array(
'response' => $response,
'signature' => $signature,
'recipient' => $this->getOwner(),
));
$attachments =($cfg->emailAttachments() && $files)?$response->getAttachments():array();
$options = array(
'inreplyto'=>$response->getEmailMessageId(),
'references'=>$response->getEmailReferences(),
'thread'=>$response);
$email->sendAutoReply($this, $msg['subj'], $msg['body'], $attachments,
$options);
}
return $response;
}
/* public */
function postReply($vars, &$errors, $alert = true) {
global $thisstaff, $cfg;
if(!$vars['poster'] && $thisstaff)
$vars['poster'] = $thisstaff;
if(!$vars['staffId'] && $thisstaff)
$vars['staffId'] = $thisstaff->getId();
if(!($response = $this->getThread()->addResponse($vars, $errors)))
return null;
// Set status - if checked.
if ($vars['reply_status_id']
&& $vars['reply_status_id'] != $this->getStatusId())
$this->setStatus($vars['reply_status_id']);
if($thisstaff && $this->isOpen() && !$this->getStaffId()
&& $cfg->autoClaimTickets())
$this->setStaffId($thisstaff->getId()); //direct assignment;
$this->onResponse(); //do house cleaning..
/* email the user?? - if disabled - then bail out */
if(!$alert) return $response;
$dept = $this->getDept();
if($thisstaff && $vars['signature']=='mine')
$signature=$thisstaff->getSignature();
elseif($vars['signature']=='dept' && $dept && $dept->isPublic())
$signature=$dept->getSignature();
else
$signature='';
$variables = array(
'response' => $response,
'signature' => $signature,
'staff' => $thisstaff,
'poster' => $thisstaff);
$options = array(
'inreplyto' => $response->getEmailMessageId(),
'references' => $response->getEmailReferences(),
'thread'=>$response);
if(($email=$dept->getEmail())
&& ($tpl = $dept->getTemplate())
&& ($msg=$tpl->getReplyMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(),
$variables + array('recipient' => $this->getOwner()));
$attachments = $cfg->emailAttachments()?$response->getAttachments():array();
$email->send($this->getOwner(), $msg['subj'], $msg['body'], $attachments,
$options);
}
if($vars['emailcollab'])
$this->notifyCollaborators($response,
array('signature' => $signature));
return $response;
}
//Activity log - saved as internal notes WHEN enabled!!
function logActivity($title, $note) {
return $this->logNote($title, $note, 'SYSTEM', false);
}
// History log -- used for statistics generation (pretty reports)
function logEvent($state, $annul=null, $staff=null) {
global $thisstaff;
if ($staff === null) {
if ($thisstaff) $staff=$thisstaff->getUserName();
else $staff='SYSTEM'; # XXX: Security Violation ?
}
# Annul previous entries if requested (for instance, reopening a
# ticket will annul an 'closed' entry). This will be useful to
# easily prevent repeated statistics.
if ($annul) {
db_query('UPDATE '.TICKET_EVENT_TABLE.' SET annulled=1'
.' WHERE ticket_id='.db_input($this->getId())
.' AND state='.db_input($annul));
}
return db_query('INSERT INTO '.TICKET_EVENT_TABLE
.' SET ticket_id='.db_input($this->getId())
.', staff_id='.db_input($this->getStaffId())
.', team_id='.db_input($this->getTeamId())
.', dept_id='.db_input($this->getDeptId())
.', topic_id='.db_input($this->getTopicId())
.', timestamp=NOW(), state='.db_input($state)
.', staff='.db_input($staff))
&& db_affected_rows() == 1;
}
//Insert Internal Notes
function logNote($title, $note, $poster='SYSTEM', $alert=true) {
$errors = array();
//Unless specified otherwise, assume HTML
if ($note && is_string($note))
$note = new HtmlThreadBody($note);
return $this->postNote(
array(
'title' => $title,
'note' => $note,
),
$errors,
$poster,
$alert
);
}
function postNote($vars, &$errors, $poster, $alert=true) {
global $cfg, $thisstaff;
//Who is posting the note - staff or system?
$vars['staffId'] = 0;
$vars['poster'] = 'SYSTEM';
if($poster && is_object($poster)) {
$vars['staffId'] = $poster->getId();
$vars['poster'] = $poster->getName();
}elseif($poster) { //string
$vars['poster'] = $poster;
}
if(!($note=$this->getThread()->addNote($vars, $errors)))
return null;
$alert = $alert && (
isset($vars['flags'])
// No alerts for bounce and auto-reply emails
? !$vars['flags']['bounce'] && !$vars['flags']['auto-reply']
: true
);
// Get assigned staff just in case the ticket is closed.
$assignee = $this->getStaff();
if ($vars['note_status_id']
&& ($status=TicketStatus::lookup($vars['note_status_id']))) {
if ($this->setStatus($status))
$this->reload();
}
// If alerts are not enabled then return a success.
if(!$alert || !$cfg->alertONNewNote() || !($dept=$this->getDept()))
return $note;
if (($email = $dept->getAlertEmail())
&& ($tpl = $dept->getTemplate())
&& ($msg=$tpl->getNoteAlertMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(),
array('note' => $note));
// Alert recipients
$recipients=array();
//Last respondent.
if ($cfg->alertLastRespondentONNewNote())
$recipients[] = $this->getLastRespondent();
// Assigned staff / team
if ($cfg->alertAssignedONNewNote()) {
if ($assignee && $assignee instanceof Staff)
$recipients[] = $assignee;
if ($team = $this->getTeam())
$recipients = array_merge($recipients, $team->getMembers());
}
// Dept manager
if ($cfg->alertDeptManagerONNewNote() && $dept && $dept->getManagerId())
$recipients[] = $dept->getManager();
$options = array(
'inreplyto'=>$note->getEmailMessageId(),
'references'=>$note->getEmailReferences(),
'thread'=>$note);
$isClosed = $this->isClosed();
$sentlist=array();
foreach( $recipients as $k=>$staff) {
if(!is_object($staff)
// Don't bother vacationing staff.
|| !$staff->isAvailable()
// No duplicates.
|| isset($sentlist[$staff->getEmail()])
// No need to alert the poster!
|| $note->getStaffId() == $staff->getId()
// Make sure staff has access to ticket
|| ($isClosed && !$this->checkStaffAccess($staff))
)
continue;
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
$sentlist[$staff->getEmail()] = 1;
}
}
return $note;
}
//Print ticket... export the ticket thread as PDF.
function pdfExport($psize='Letter', $notes=false) {
global $thisstaff;
require_once(INCLUDE_DIR.'class.pdf.php');
if (!is_string($psize)) {
if ($_SESSION['PAPER_SIZE'])
$psize = $_SESSION['PAPER_SIZE'];
elseif (!$thisstaff || !($psize = $thisstaff->getDefaultPaperSize()))
$psize = 'Letter';
}
$pdf = new Ticket2PDF($this, $psize, $notes);
$name='Ticket-'.$this->getNumber().'.pdf';
$pdf->Output($name, 'I');
//Remember what the user selected - for autoselect on the next print.
$_SESSION['PAPER_SIZE'] = $psize;
exit;
}
function delete($comments='') {
global $ost, $thisstaff;
//delete just orphaned ticket thread & associated attachments.
// Fetch thread prior to removing ticket entry
$t = $this->getThread();
$sql = 'DELETE FROM '.TICKET_TABLE.' WHERE ticket_id='.$this->getId().' LIMIT 1';
if(!db_query($sql) || !db_affected_rows())
return false;
$t->delete();
foreach (DynamicFormEntry::forTicket($this->getId()) as $form)
$form->delete();
$this->deleteDrafts();
// Log delete
$log = sprintf(__('Ticket #%1$s deleted by %2$s'),
$this->getNumber(),
$thisstaff ? $thisstaff->getName() : __('SYSTEM'));
if ($comments)
$log .= sprintf('<hr>%s', $comments);
$ost->logDebug(
sprintf( __('Ticket #%s deleted'), $this->getNumber()),
$log);
return true;
}
function deleteDrafts() {
Draft::deleteForNamespace('ticket.%.' . $this->getId());
}
function update($vars, &$errors) {
global $cfg, $thisstaff;
if(!$cfg || !$thisstaff || !$thisstaff->canEditTickets())
return false;
$fields=array();
$fields['topicId'] = array('type'=>'int', 'required'=>1, 'error'=>__('Help topic selection is required'));
$fields['slaId'] = array('type'=>'int', 'required'=>0, 'error'=>__('Select a valid SLA'));
$fields['duedate'] = array('type'=>'date', 'required'=>0, 'error'=>__('Invalid date format - must be MM/DD/YY'));
$fields['note'] = array('type'=>'text', 'required'=>1, 'error'=>__('A reason for the update is required'));
$fields['user_id'] = array('type'=>'int', 'required'=>0, 'error'=>__('Invalid user-id'));
if(!Validator::process($fields, $vars, $errors) && !$errors['err'])
$errors['err'] = __('Missing or invalid data - check the errors and try again');
if($vars['duedate']) {
if($this->isClosed())
$errors['duedate']=__('Due date can NOT be set on a closed ticket');
elseif(!$vars['time'] || strpos($vars['time'],':')===false)
$errors['time']=__('Select a time from the list');
elseif(strtotime($vars['duedate'].' '.$vars['time'])===false)
$errors['duedate']=__('Invalid due date');
elseif(strtotime($vars['duedate'].' '.$vars['time'])<=time())
$errors['duedate']=__('Due date must be in the future');
}
// Validate dynamic meta-data
$forms = DynamicFormEntry::forTicket($this->getId());
foreach ($forms as $form) {
// Don't validate deleted forms
if (!in_array($form->getId(), $vars['forms']))
continue;
$form->setSource($_POST);
if (!$form->isValid())
$errors = array_merge($errors, $form->errors());
}
if($errors) return false;
$sql='UPDATE '.TICKET_TABLE.' SET updated=NOW() '
.' ,topic_id='.db_input($vars['topicId'])
.' ,sla_id='.db_input($vars['slaId'])
.' ,source='.db_input($vars['source'])
.' ,duedate='.($vars['duedate']?db_input(date('Y-m-d G:i',Misc::dbtime($vars['duedate'].' '.$vars['time']))):'NULL');
if($vars['user_id'])
$sql.=', user_id='.db_input($vars['user_id']);
if($vars['duedate']) { //We are setting new duedate...
$sql.=' ,isoverdue=0';
}
$sql.=' WHERE ticket_id='.db_input($this->getId());
if(!db_query($sql) || !db_affected_rows())
return false;
if(!$vars['note'])
$vars['note']=sprintf(_S('Ticket details updated by %s'), $thisstaff->getName());
$this->logNote(_S('Ticket Updated'), $vars['note'], $thisstaff);
// Decide if we need to keep the just selected SLA
$keepSLA = ($this->getSLAId() != $vars['slaId']);
// Update dynamic meta-data
foreach ($forms as $f) {
// Drop deleted forms
$idx = array_search($f->getId(), $vars['forms']);
if ($idx === false) {
$f->delete();
}
else {
$f->set('sort', $idx);
$f->save();
}
}
// Reload the ticket so we can do further checking
$this->reload();
// Reselect SLA if transient
if (!$keepSLA
&& (!$this->getSLA() || $this->getSLA()->isTransient()))
$this->selectSLAId();
// Clear overdue flag if duedate or SLA changes and the ticket is no longer overdue.
if($this->isOverdue()
&& (!$this->getEstDueDate() //Duedate + SLA cleared
|| Misc::db2gmtime($this->getEstDueDate()) > Misc::gmtime() //New due date in the future.
)) {
$this->clearOverdue();
}
Signal::send('model.updated', $this);
return true;
}
/*============== Static functions. Use Ticket::function(params); =============nolint*/
function getIdByNumber($number, $email=null) {
if(!$number)
return 0;
$sql ='SELECT ticket.ticket_id FROM '.TICKET_TABLE.' ticket '
.' LEFT JOIN '.USER_TABLE.' user ON user.id = ticket.user_id'
.' LEFT JOIN '.USER_EMAIL_TABLE.' email ON user.id = email.user_id'
.' WHERE ticket.`number`='.db_input($number);
if($email)
$sql .= ' AND email.address = '.db_input($email);
if(($res=db_query($sql)) && db_num_rows($res))
list($id)=db_fetch_row($res);
return $id;
}
function lookup($id) { //Assuming local ID is the only lookup used!
return ($id
&& is_numeric($id)
&& ($ticket= new Ticket($id))
&& $ticket->getId()==$id)
?$ticket:null;
}
function lookupByNumber($number, $email=null) {
return self::lookup(self:: getIdByNumber($number, $email));
}
static function isTicketNumberUnique($number) {
return 0 == db_num_rows(db_query(
'SELECT ticket_id FROM '.TICKET_TABLE.' WHERE `number`='.db_input($number)));
}
function getIdByMessageId($mid, $email) {
if(!$mid || !$email)
return 0;
$sql='SELECT ticket.ticket_id FROM '.TICKET_TABLE. ' ticket '.
' LEFT JOIN '.TICKET_THREAD_TABLE.' msg USING(ticket_id) '.
' INNER JOIN '.TICKET_EMAIL_INFO_TABLE.' emsg ON (msg.id = emsg.message_id) '.
' WHERE email_mid='.db_input($mid).' AND email='.db_input($email);
$id=0;
if(($res=db_query($sql)) && db_num_rows($res))
list($id)=db_fetch_row($res);
return $id;
}
/* Quick staff's tickets stats */
function getStaffStats($staff) {
global $cfg;
/* Unknown or invalid staff */
if(!$staff || (!is_object($staff) && !($staff=Staff::lookup($staff))) || !$staff->isStaff())
return null;
$where = array('(ticket.staff_id='.db_input($staff->getId()) .' AND
status.state="open")');
$where2 = '';
if(($teams=$staff->getTeams()))
$where[] = ' ( ticket.team_id IN('.implode(',', db_input(array_filter($teams)))
.') AND status.state="open")';
if(!$staff->showAssignedOnly() && ($depts=$staff->getDepts())) //Staff with limited access just see Assigned tickets.
$where[] = 'ticket.dept_id IN('.implode(',', db_input($depts)).') ';
if(!$cfg || !($cfg->showAssignedTickets() || $staff->showAssignedTickets()))
$where2 =' AND ticket.staff_id=0 ';
$where = implode(' OR ', $where);
if ($where) $where = 'AND ( '.$where.' ) ';
$sql = 'SELECT \'open\', count( ticket.ticket_id ) AS tickets '
.'FROM ' . TICKET_TABLE . ' ticket '
.'INNER JOIN '.TICKET_STATUS_TABLE. ' status
ON (ticket.status_id=status.id
AND status.state=\'open\') '
.'WHERE ticket.isanswered = 0 '
. $where . $where2
.'UNION SELECT \'answered\', count( ticket.ticket_id ) AS tickets '
.'FROM ' . TICKET_TABLE . ' ticket '
.'INNER JOIN '.TICKET_STATUS_TABLE. ' status
ON (ticket.status_id=status.id
AND status.state=\'open\') '
.'WHERE ticket.isanswered = 1 '
. $where
.'UNION SELECT \'overdue\', count( ticket.ticket_id ) AS tickets '
.'FROM ' . TICKET_TABLE . ' ticket '
.'INNER JOIN '.TICKET_STATUS_TABLE. ' status
ON (ticket.status_id=status.id
AND status.state=\'open\') '
.'WHERE ticket.isoverdue =1 '
. $where
.'UNION SELECT \'assigned\', count( ticket.ticket_id ) AS tickets '
.'FROM ' . TICKET_TABLE . ' ticket '
.'INNER JOIN '.TICKET_STATUS_TABLE. ' status
ON (ticket.status_id=status.id
AND status.state=\'open\') '
.'WHERE ticket.staff_id = ' . db_input($staff->getId()) . ' '
. $where
.'UNION SELECT \'closed\', count( ticket.ticket_id ) AS tickets '
.'FROM ' . TICKET_TABLE . ' ticket '
.'INNER JOIN '.TICKET_STATUS_TABLE. ' status
ON (ticket.status_id=status.id
AND status.state=\'closed\' ) '
.'WHERE 1 '
. $where;
$res = db_query($sql);
$stats = array();
while($row = db_fetch_row($res)) {
$stats[$row[0]] = $row[1];
}
return $stats;
}
/* Quick client's tickets stats
@email - valid email.
*/
function getUserStats($user) {
if(!$user || !($user instanceof EndUser))
return null;
$sql='SELECT count(open.ticket_id) as open, count(closed.ticket_id) as closed '
.' FROM '.TICKET_TABLE.' ticket '
.' LEFT JOIN '.TICKET_TABLE.' open
ON (open.ticket_id=ticket.ticket_id AND open.status=\'open\') '
.' LEFT JOIN '.TICKET_TABLE.' closed
ON (closed.ticket_id=ticket.ticket_id AND closed.status=\'closed\')'
.' WHERE ticket.user_id = '.db_input($user->getId());
return db_fetch_array(db_query($sql));
}
protected function filterTicketData($origin, $vars, $forms, $user=false) {
global $cfg;
// Unset all the filter data field data in case things change
// during recursive calls
foreach ($vars as $k=>$v)
if (strpos($k, 'field.') === 0)
unset($vars[$k]);
foreach ($forms as $F) {
if ($F) {
$vars += $F->getFilterData();
}
}
// Add in user and organization data for filtering
if ($user) {
$vars += $user->getFilterData();
$vars['email'] = $user->getEmail();
$vars['name'] = $user->getName();
if ($org = $user->getOrganization()) {
$vars += $org->getFilterData();
}
}
// Unpack the basic user information
else {
$interesting = array('name', 'email');
$user_form = UserForm::getUserForm()->getForm($vars);
// Add all the user-entered info for filtering
foreach ($user_form->getFields() as $f) {
$vars['field.'.$f->get('id')] = $f->toString($f->getClean());
if (in_array($f->get('name'), $interesting))
$vars[$f->get('name')] = $vars['field.'.$f->get('id')];
}
// Add in organization data if one exists for this email domain
list($mailbox, $domain) = explode('@', $vars['email'], 2);
if ($org = Organization::forDomain($domain)) {
$vars += $org->getFilterData();
}
}
try {
// Make sure the email address is not banned
if (TicketFilter::isBanned($vars['email'])) {
throw new RejectedException(Banlist::getFilter(), $vars);
}
// Init ticket filters...
$ticket_filter = new TicketFilter($origin, $vars);
$ticket_filter->apply($vars);
}
catch (FilterDataChanged $ex) {
// Don't pass user recursively, assume the user has changed
return self::filterTicketData($origin, $vars, $forms);
}
return $vars;
}
/*
* The mother of all functions...You break it you fix it!
*
* $autorespond and $alertstaff overrides config settings...
*/
static function create($vars, &$errors, $origin, $autorespond=true,
$alertstaff=true) {
global $ost, $cfg, $thisclient, $_FILES;
// Don't enforce form validation for email
$field_filter = function($type) use ($origin) {
return function($f) use ($origin, $type) {
// Ultimately, only offer validation errors for web for
// non-internal fields. For email, no validation can be
// performed. For other origins, validate as usual
switch (strtolower($origin)) {
case 'email':
return false;
case 'staff':
// Required 'Contact Information' fields aren't required
// when staff open tickets
return $type != 'user'
|| in_array($f->get('name'), array('name','email'));
case 'web':
return !$f->get('private');
default:
return true;
}
};
};
$reject_ticket = function($message) use (&$errors) {
global $ost;
$errors = array(
'errno' => 403,
'err' => __('This help desk is for use by authorized users only'));
$ost->logWarning(_S('Ticket Denied'), $message, false);
return 0;
};
Signal::send('ticket.create.before', null, $vars);
// Create and verify the dynamic form entry for the new ticket
$form = TicketForm::getNewInstance();
$form->setSource($vars);
// If submitting via email or api, ensure we have a subject and such
if (!in_array(strtolower($origin), array('web', 'staff'))) {
foreach ($form->getFields() as $field) {
$fname = $field->get('name');
if ($fname && isset($vars[$fname]) && !$field->value)
$field->value = $field->parse($vars[$fname]);
}
}
if (!$form->isValid($field_filter('ticket')))
$errors += $form->errors();
if ($vars['uid'])
$user = User::lookup($vars['uid']);
$id=0;
$fields=array();
$fields['message'] = array('type'=>'*', 'required'=>1, 'error'=>__('Message content is required'));
switch (strtolower($origin)) {
case 'web':
$fields['topicId'] = array('type'=>'int', 'required'=>1, 'error'=>__('Select a help topic'));
break;
case 'staff':
$fields['deptId'] = array('type'=>'int', 'required'=>0, 'error'=>__('Department selection is required'));
$fields['topicId'] = array('type'=>'int', 'required'=>1, 'error'=>__('Help topic selection is required'));
$fields['duedate'] = array('type'=>'date', 'required'=>0, 'error'=>__('Invalid date format - must be MM/DD/YY'));
case 'api':
$fields['source'] = array('type'=>'string', 'required'=>1, 'error'=>__('Indicate ticket source'));
break;
case 'email':
$fields['emailId'] = array('type'=>'int', 'required'=>1, 'error'=>__('Unknown system email'));
break;
default:
# TODO: Return error message
$errors['err']=$errors['origin'] = __('Invalid ticket origin given');
}
if(!Validator::process($fields, $vars, $errors) && !$errors['err'])
$errors['err'] =__('Missing or invalid data - check the errors and try again');
//Make sure the due date is valid
if($vars['duedate']) {
if(!$vars['time'] || strpos($vars['time'],':')===false)
$errors['time']=__('Select a time from the list');
elseif(strtotime($vars['duedate'].' '.$vars['time'])===false)
$errors['duedate']=__('Invalid due date');
elseif(strtotime($vars['duedate'].' '.$vars['time'])<=time())
$errors['duedate']=__('Due date must be in the future');
}
if (!$errors) {
# Perform ticket filter actions on the new ticket arguments
$__form = null;
if ($vars['topicId']) {
if (($__topic=Topic::lookup($vars['topicId']))
&& ($__form = $__topic->getForm())
) {
$__form = $__form->instanciate();
$__form->setSource($vars);
}
}
try {
$vars = self::filterTicketData($origin, $vars,
array($form, $__form), $user);
}
catch (RejectedException $ex) {
return $reject_ticket(
sprintf(_S('Ticket rejected (%s) by filter "%s"'),
$ex->vars['email'], $ex->getRejectingFilter()->getName())
);
}
//Make sure the open ticket limit hasn't been reached. (LOOP CONTROL)
if ($cfg->getMaxOpenTickets() > 0
&& strcasecmp($origin, 'staff')
&& ($_user=TicketUser::lookupByEmail($vars['email']))
&& ($openTickets=$_user->getNumOpenTickets())
&& ($openTickets>=$cfg->getMaxOpenTickets()) ) {
$errors = array('err' => __("You've reached the maximum open tickets allowed."));
$ost->logWarning(sprintf(_S('Ticket denied - %s'), $vars['email']),
sprintf(_S('Max open tickets (%1$d) reached for %2$s'),
$cfg->getMaxOpenTickets(), $vars['email']),
false);
return 0;
}
// Allow vars to be changed in ticket filter and applied to the user
// account created or detected
if (!$user && $vars['email'])
$user = User::lookupByEmail($vars['email']);
if (!$user) {
// Reject emails if not from registered clients (if
// configured)
if (strcasecmp($origin, 'email') === 0
&& !$cfg->acceptUnregisteredEmail()) {
list($mailbox, $domain) = explode('@', $vars['email'], 2);
// Users not yet created but linked to an organization
// are still acceptable
if (!Organization::forDomain($domain)) {
return $reject_ticket(
sprintf(_S('Ticket rejected (%s) (unregistered client)'),
$vars['email']));
}
}
$user_form = UserForm::getUserForm()->getForm($vars);
if (!$user_form->isValid($field_filter('user'))
|| !($user=User::fromVars($user_form->getClean())))
$errors['user'] = __('Incomplete client information');
}
}
if ($vars['topicId']) {
if ($topic=Topic::lookup($vars['topicId'])) {
if ($topic_form = $topic->getForm()) {
$TF = $topic_form->getForm($vars);
$topic_form = $topic_form->instanciate();
$topic_form->setSource($vars);
if (!$TF->isValid($field_filter('topic')))
$errors = array_merge($errors, $TF->errors());
}
}
else {
$errors['topicId'] = 'Invalid help topic selected';
}
}
// Any error above is fatal.
if ($errors)
return 0;
Signal::send('ticket.create.validated', null, $vars);
# Some things will need to be unpacked back into the scope of this
# function
if (isset($vars['autorespond']))
$autorespond = $vars['autorespond'];
# Apply filter-specific priority
if ($vars['priorityId'])
$form->setAnswer('priority', null, $vars['priorityId']);
// If the filter specifies a help topic which has a form associated,
// and there was previously either no help topic set or the help
// topic did not have a form, there's no need to add it now as (1)
// validation is closed, (2) there may be a form already associated
// and filled out from the original help topic, and (3) staff
// members can always add more forms now
// OK...just do it.
$statusId = $vars['statusId'];
$deptId = $vars['deptId']; //pre-selected Dept if any.
$source = ucfirst($vars['source']);
// Apply email settings for emailed tickets. Email settings should
// trump help topic settins if the email has an associated help
// topic
if ($vars['emailId'] && ($email=Email::lookup($vars['emailId']))) {
$deptId = $deptId ?: $email->getDeptId();
$priority = $form->getAnswer('priority');
if (!$priority || !$priority->getIdValue())
$form->setAnswer('priority', null, $email->getPriorityId());
if ($autorespond)
$autorespond = $email->autoRespond();
if (!isset($topic)
&& ($T = $email->getTopic())
&& ($T->isActive())) {
$topic = $T;
}
$email = null;
$source = 'Email';
}
if (!isset($topic)) {
// This may return NULL, no big deal
$topic = $cfg->getDefaultTopic();
}
// Intenal mapping magic...see if we need to override anything
if (isset($topic)) {
$deptId = $deptId ?: $topic->getDeptId();
$statusId = $statusId ?: $topic->getStatusId();
$priority = $form->getAnswer('priority');
if (!$priority || !$priority->getIdValue())
$form->setAnswer('priority', null, $topic->getPriorityId());
if ($autorespond)
$autorespond = $topic->autoRespond();
//Auto assignment.
if (!isset($vars['staffId']) && $topic->getStaffId())
$vars['staffId'] = $topic->getStaffId();
elseif (!isset($vars['teamId']) && $topic->getTeamId())
$vars['teamId'] = $topic->getTeamId();
//set default sla.
if (isset($vars['slaId']))
$vars['slaId'] = $vars['slaId'] ?: $cfg->getDefaultSLAId();
elseif ($topic && $topic->getSLAId())
$vars['slaId'] = $topic->getSLAId();
}
// Auto assignment to organization account manager
if (($org = $user->getOrganization())
&& $org->autoAssignAccountManager()
&& ($code = $org->getAccountManagerId())) {
if (!isset($vars['staffId']) && $code[0] == 's')
$vars['staffId'] = substr($code, 1);
elseif (!isset($vars['teamId']) && $code[0] == 't')
$vars['teamId'] = substr($code, 1);
}
// Last minute checks
$priority = $form->getAnswer('priority');
if (!$priority || !$priority->getIdValue())
$form->setAnswer('priority', null, $cfg->getDefaultPriorityId());
$deptId = $deptId ?: $cfg->getDefaultDeptId();
$statusId = $statusId ?: $cfg->getDefaultTicketStatusId();
$topicId = isset($topic) ? $topic->getId() : 0;
$ipaddress = $vars['ip'] ?: $_SERVER['REMOTE_ADDR'];
$source = $source ?: 'Web';
//We are ready son...hold on to the rails.
$number = $topic ? $topic->getNewTicketNumber() : $cfg->getNewTicketNumber();
$sql='INSERT INTO '.TICKET_TABLE.' SET created=NOW() '
.' ,lastmessage= NOW()'
.' ,user_id='.db_input($user->getId())
.' ,`number`='.db_input($number)
.' ,dept_id='.db_input($deptId)
.' ,topic_id='.db_input($topicId)
.' ,ip_address='.db_input($ipaddress)
.' ,source='.db_input($source);
if (isset($vars['emailId']) && $vars['emailId'])
$sql.=', email_id='.db_input($vars['emailId']);
//Make sure the origin is staff - avoid firebug hack!
if($vars['duedate'] && !strcasecmp($origin,'staff'))
$sql.=' ,duedate='.db_input(date('Y-m-d G:i',Misc::dbtime($vars['duedate'].' '.$vars['time'])));
if(!db_query($sql) || !($id=db_insert_id()) || !($ticket =Ticket::lookup($id)))
return null;
/* -------------------- POST CREATE ------------------------ */
// Save the (common) dynamic form
$form->setTicketId($id);
$form->save();
// Save the form data from the help-topic form, if any
if ($topic_form) {
$topic_form->setTicketId($id);
$topic_form->save();
}
$ticket->loadDynamicData();
$dept = $ticket->getDept();
// Add organizational collaborators
if ($org && $org->autoAddCollabs()) {
$pris = $org->autoAddPrimaryContactsAsCollabs();
$members = $org->autoAddMembersAsCollabs();
$settings = array('isactive' => true);
$collabs = array();
foreach ($org->allMembers() as $u) {
if ($members || ($pris && $u->isPrimaryContact())) {
if ($c = $ticket->addCollaborator($u, $settings, $errors)) {
$collabs[] = (string) $c;
}
}
}
//TODO: Can collaborators add others?
if ($collabs) {
//TODO: Change EndUser to name of user.
$ticket->logNote(sprintf(_S('Collaborators for %s organization added'),
$org->getName()),
implode("<br>", $collabs), $org->getName(), false);
}
}
//post the message.
$vars['title'] = $vars['subject']; //Use the initial subject as title of the post.
$vars['userId'] = $ticket->getUserId();
$message = $ticket->postMessage($vars , $origin, false);
// Configure service-level-agreement for this ticket
$ticket->selectSLAId($vars['slaId']);
// Assign ticket to staff or team (new ticket by staff)
if($vars['assignId']) {
$ticket->assign($vars['assignId'], $vars['note']);
}
else {
// Auto assign staff or team - auto assignment based on filter
// rules. Both team and staff can be assigned
if ($vars['staffId'])
$ticket->assignToStaff($vars['staffId'], _S('Auto Assignment'));
if ($vars['teamId'])
// No team alert if also assigned to an individual agent
$ticket->assignToTeam($vars['teamId'], _S('Auto Assignment'),
!$vars['staffId']);
}
// Apply requested status — this should be done AFTER assignment,
// because if it is requested to be closed, it should not cause the
// ticket to be reopened for assignment.
if ($statusId)
$ticket->setStatus($statusId, false, false);
/********** double check auto-response ************/
//Override auto responder if the FROM email is one of the internal emails...loop control.
if($autorespond && (Email::getIdByEmail($ticket->getEmail())))
$autorespond=false;
# Messages that are clearly auto-responses from email systems should
# not have a return 'ping' message
if (isset($vars['flags']) && $vars['flags']['bounce'])
$autorespond = false;
if ($autorespond && $message->isAutoReply())
$autorespond = false;
//post canned auto-response IF any (disables new ticket auto-response).
if ($vars['cannedResponseId']
&& $ticket->postCannedReply($vars['cannedResponseId'], $message->getId(), $autorespond)) {
$ticket->markUnAnswered(); //Leave the ticket as unanswred.
$autorespond = false;
}
//Check department's auto response settings
// XXX: Dept. setting doesn't affect canned responses.
if($autorespond && $dept && !$dept->autoRespONNewTicket())
$autorespond=false;
//Don't send alerts to staff when the message is a bounce
// this is necessary to avoid possible loop (especially on new ticket)
if ($alertstaff && $message->isBounce())
$alertstaff = false;
/***** See if we need to send some alerts ****/
$ticket->onNewTicket($message, $autorespond, $alertstaff);
/************ check if the user JUST reached the max. open tickets limit **********/
if($cfg->getMaxOpenTickets()>0
&& ($user=$ticket->getOwner())
&& ($user->getNumOpenTickets()==$cfg->getMaxOpenTickets())) {
$ticket->onOpenLimit(($autorespond && strcasecmp($origin, 'staff')));
}
/* Start tracking ticket lifecycle events */
$ticket->logEvent('created');
// Fire post-create signal (for extra email sending, searching)
Signal::send('model.created', $ticket);
/* Phew! ... time for tea (KETEPA) */
return $ticket;
}
/* routine used by staff to open a new ticket */
static function open($vars, &$errors) {
global $thisstaff, $cfg;
if(!$thisstaff || !$thisstaff->canCreateTickets()) return false;
if($vars['source'] && !in_array(strtolower($vars['source']),array('email','phone','other')))
$errors['source']=sprintf(__('Invalid source given - %s'),Format::htmlchars($vars['source']));
if (!$vars['uid']) {
//Special validation required here
if (!$vars['email'] || !Validator::is_email($vars['email']))
$errors['email'] = __('Valid email address is required');
if (!$vars['name'])
$errors['name'] = __('Name is required');
}
if (!$thisstaff->canAssignTickets())
unset($vars['assignId']);
$create_vars = $vars;
$tform = TicketForm::objects()->one()->getForm($create_vars);
$create_vars['cannedattachments']
= $tform->getField('message')->getWidget()->getAttachments()->getClean();
if(!($ticket=Ticket::create($create_vars, $errors, 'staff', false)))
return false;
$vars['msgId']=$ticket->getLastMsgId();
// post response - if any
$response = null;
if($vars['response'] && $thisstaff->canPostReply()) {
$vars['response'] = $ticket->replaceVars($vars['response']);
// $vars['cannedatachments'] contains the attachments placed on
// the response form.
$response = $ticket->postReply($vars, $errors, false);
}
// Not assigned...save optional note if any
if (!$vars['assignId'] && $vars['note']) {
$ticket->logNote(_S('New Ticket'), $vars['note'], $thisstaff, false);
}
else {
// Not assignment and no internal note - log activity
$ticket->logActivity(_S('New Ticket by Agent'),
sprintf(_S('Ticket created by agent - %s'), $thisstaff->getName()));
}
$ticket->reload();
if(!$cfg->notifyONNewStaffTicket()
|| !isset($vars['alertuser'])
|| !($dept=$ticket->getDept()))
return $ticket; //No alerts.
//Send Notice to user --- if requested AND enabled!!
if(($tpl=$dept->getTemplate())
&& ($msg=$tpl->getNewTicketNoticeMsgTemplate())
&& ($email=$dept->getEmail())) {
$message = (string) $ticket->getLastMessage();
if($response) {
$message .= ($cfg->isHtmlThreadEnabled()) ? "<br><br>" : "\n\n";
$message .= $response->getBody();
}
if($vars['signature']=='mine')
$signature=$thisstaff->getSignature();
elseif($vars['signature']=='dept' && $dept && $dept->isPublic())
$signature=$dept->getSignature();
else
$signature='';
$attachments =($cfg->emailAttachments() && $response)?$response->getAttachments():array();
$msg = $ticket->replaceVars($msg->asArray(),
array(
'message' => $message,
'signature' => $signature,
'response' => ($response) ? $response->getBody() : '',
'recipient' => $ticket->getOwner(), //End user
'staff' => $thisstaff,
)
);
$references = $ticket->getLastMessage()->getEmailMessageId();
if (isset($response))
$references = array($response->getEmailMessageId(), $references);
$options = array(
'references' => $references,
'thread' => $ticket->getLastMessage()
);
$email->send($ticket->getOwner(), $msg['subj'], $msg['body'], $attachments,
$options);
}
return $ticket;
}
function checkOverdue() {
$sql='SELECT ticket_id FROM '.TICKET_TABLE.' T1 '
.' INNER JOIN '.TICKET_STATUS_TABLE.' status
ON (status.id=T1.status_id AND status.state="open") '
.' LEFT JOIN '.SLA_TABLE.' T2 ON (T1.sla_id=T2.id AND T2.isactive=1) '
.' WHERE isoverdue=0 '
.' AND ((reopened is NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),T1.created))>=T2.grace_period*3600) '
.' OR (reopened is NOT NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),reopened))>=T2.grace_period*3600) '
.' OR (duedate is NOT NULL AND duedate<NOW()) '
.' ) ORDER BY T1.created LIMIT 50'; //Age upto 50 tickets at a time?
if(($res=db_query($sql)) && db_num_rows($res)) {
while(list($id)=db_fetch_row($res)) {
if(($ticket=Ticket::lookup($id)) && $ticket->markOverdue())
$ticket->logActivity(_S('Ticket Marked Overdue'),
_S('Ticket flagged as overdue by the system.'));
}
} else {
//TODO: Trigger escalation on already overdue tickets - make sure last overdue event > grace_period.
}
}
}
?>