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<?php /** * @version 4.3.0 * @package Joomla * @subpackage Helpdesk Pro * @author Tuan Pham Ngoc * @copyright Copyright (C) 2013 - 2021 Ossolution Team * @license GNU/GPL, see LICENSE.php / namespace OSSolution\HelpdeskPro\Admin\Controller; use Joomla\CMS\Mail\MailHelper; use Joomla\CMS\Captcha\Captcha; use Joomla\CMS\Component\ComponentHelper; use Joomla\CMS\Filesystem\File; use Joomla\CMS\HTML\HTMLHelper; use Joomla\CMS\Language\Text; use Joomla\CMS\Plugin\PluginHelper; use Joomla\CMS\Router\Route; use OSL\Container\Container; use OSL\Controller\Download; use OSSolution\HelpdeskPro\Site\Helper\Database as HelpdeskproHelperDatabase; use OSSolution\HelpdeskPro\Site\Helper\Helper as HelpdeskproHelper; use OSSolution\HelpdeskPro\Site\Helper\Route as RouteHelper; defined('_JEXEC') or die; class Ticket extends Controller { use Download; /* * Constructor. * * @param array $config An optional associative array of configuration settings. * * @see OSFControlleAdmin / public function __construct(Container $container, array $config = []) { parent::__construct($container, $config); $this->registerTask('comment_and_close', 'add_comment'); } /* * Display form allows adding a new support ticket / public function add() { $this->input->set('layout', 'form'); parent::add(); } /* * Override allow add method to control subject support ticket permission in the frontend * * @param array $data * * @return bool / protected function allowAdd($data = []) { if ($this->container->app->isClient('site')) { return true; } return parent::allowAdd($data); } /* * Store a support ticket * * @throws \Exception / public function save() { $this->csrfProtection(); $config = HelpdeskproHelper::getConfig(); $app = $this->container->app; $user = $this->container->user; $input = $this->input; if (!$config->enable_captcha \|\| ($user->id && $config->enable_captcha == '2')) { $enableCaptcha = false; } else { $enableCaptcha = true; } if ($enableCaptcha && $app->isClient('site') && !$this->validateCaptcha()) { $app->enqueueMessage(Text::_('HD_INVALID_CAPTCHA_ENTERED'), 'warning'); $input->set('view', 'ticket'); $input->set('layout', 'form'); $this->display(); return; } $post = $input->post->getData(); // Perform some basic validation when ticket is submitted from frontend if ($app->isClient('site')) { $errors = []; $user = $this->container->user; if (!$user->id && !$config->allow_public_user_submit_ticket) { throw new \Exception(Text::_('HDP_LOGIN_TO_SUBMIT_TICKET'), 403); } if (!$user->id) { // Make sure the name and email address is valid if (empty($post['name'])) { $errors[] = Text::_('HDP_ENTER_YOUR_NAME'); } $email = $post['email']; if (empty($email)) { $errors[] = Text::_('HDP_ENTER_YOUR_EMAIL'); } if ($email && !MailHelper::isEmailAddress($email)) { $errors[] = Text::_('HDP_INVALID_EMAIL_ADDRESS'); } } if (empty($post['subject'])) { $errors[] = Text::_('HDP_ENTER_SUBJECT'); } if (empty($post['category_id'])) { $errors[] = Text::_('HDP_SELECT_A_CATEGORY'); } $rowFields = HelpdeskproHelper::getFields($post['category_id'], ['required = 1']); foreach ($rowFields as $field) { if (empty($post[$field->name])) { $errors[] = Text::sprintf('HDP_FIELD_NAME_IS_REQUIRED', $field->title); } } // OK, if error founds, we need to redirect back to submit ticket page if (count($errors)) { foreach ($errors as $error) { $app->enqueueMessage($error, 'error'); } $input->set('view', 'ticket'); $input->set('layout', 'form'); $this->display(); return; } } $input->post->set('message', ComponentHelper::filterText($post['message'])); / @var \OSSolution\HelpdeskPro\Admin\Model\Ticket $model / $model = $this->getModel('ticket'); try { $model->store($input); $msg = Text::_('HDP_TICKET_SUBMITTED'); } catch (\Exception $e) { $msg = Text::_('HDP_ERROR_SAVING_TICKET'); } if ($app->isClient('administrator')) { $this->setRedirect('index.php?option=com_helpdeskpro&view=tickets', $msg); } else { $user = $this->container->user; if (!$user->id) { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($input->get('ticket_code'), false), false), $msg); } else { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($input->getInt('id')), false), $msg); } } } /* * Add comment to support ticket * * @throws \Exception / public function add_comment() { $this->csrfProtection(); / @var \JApplicationSite $app / $app = $this->container->app; $user = $this->container->user; $input = $this->input; $config = HelpdeskproHelper::getConfig(); if (!$config->allow_public_user_submit_ticket && !$user->id) { if ($app->isClient('administrator')) { $return = base64_encode('index.php?option=com_helpdeskpro&view=ticket&id=' . $input->getInt('id')); } else { $return = base64_encode(RouteHelper::getTicketRoute($input->getInt('id'))); } $app->redirect(Route::_('index.php?option=com_users&view=login&return=' . $return), Text::_('HDP_SESSION_EXPIRED')); } if (!$config->enable_captcha \|\| ($user->id && $config->enable_captcha == '2')) { $enableCaptcha = false; } else { $enableCaptcha = true; } if ($enableCaptcha && $app->isClient('site') && !$this->validateCaptcha()) { $app->enqueueMessage(Text::_('HD_INVALID_CAPTCHA_ENTERED'), 'warning'); $this->input->set('view', 'ticket'); $this->input->set('layout', 'default'); $this->input->set('captcha_invalid', 1); $this->display(); return; } $input->post->set('message', ComponentHelper::filterText($input->post->getString('message'))); $model = $this->getModel('ticket'); $task = $this->getTask(); if ($task == 'add_comment') { $closeTicket = false; } else { $closeTicket = true; } / @var \OSSolution\HelpdeskPro\Admin\Model\Ticket $model / try { $model->addComment($input, $closeTicket); if ($closeTicket) { $msg = Text::_('HDP_COMMENT_ADDED_TICKET_CLOSED'); } else { $msg = Text::_('HDP_COMMENT_ADDED'); } } catch (\Exception $e) { $msg = Text::_('HDP_ERROR_ADDING_COMMENT'); } $ticketCode = $input->post->getString('ticket_code'); $ticketId = $input->post->getInt('id', 0); if ($ticketCode) { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($ticketCode, false), false), $msg); } else { if ($app->isClient('administrator')) { if ($closeTicket) { $this->setRedirect('index.php?option=com_helpdeskpro&view=tickets', $msg); } else { $this->setRedirect('index.php?option=com_helpdeskpro&view=ticket&id=' . $ticketId, $msg); } } else { if ($closeTicket) { $this->setRedirect(Route::_(RouteHelper::getTicketsRoute(), false), $msg); } else { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($ticketId), false), $msg); } } } } /* * Change category for the ticket / public function update_category() { $this->csrfProtection(); $post = $this->input->post->getData(); $model = $this->getModel('ticket'); / @var \OSSolution\HelpdeskPro\Admin\Model\Ticket $model / try { $model->updateCategory($post); $msg = Text::_('HDP_TICKET_CATEGORY_UPDATED'); } catch (\Exception $e) { $msg = Text::_('HDP_ERROR_UPDATE_TICKET_CATEGORY'); } if (isset($post['ticket_code'])) { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($post['ticket_code'], false), false)); } else { if ($this->container->app->isClient('administrator')) { $this->setRedirect('index.php?option=com_helpdeskpro&view=ticket&id=' . $post['id'], $msg); } else { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($post['id']), false), $msg); } } } /* * Update ticket status * * @throws \Exception / public function update_status() { $this->csrfProtection(); $app = $this->container->app; $post = $this->input->post->getData(); / @var \OSSolution\HelpdeskPro\Admin\Model\Ticket $model / $model = $this->getModel('ticket'); try { $model->updateStatus($post); $msg = Text::_('HDP_TICKET_STATUS_UPDATED'); } catch (\Exception $e) { $msg = Text::_('HDP_ERROR_UPDATING_TICKET_STATUS'); } if (isset($post['ticket_code'])) { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($post['ticket_code'], false), false), $msg); } else { if ($app->isClient('administrator')) { $this->setRedirect('index.php?option=com_helpdeskpro&view=ticket&id=' . $post['id'], $msg); } else { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($post['id']), false), $msg); } } } /* * Update ticket priority * * @throws \Exception / public function update_priority() { $this->csrfProtection(); $app = $this->container->app; $post = $this->input->post->getData(); / @var \OSSolution\HelpdeskPro\Admin\Model\Ticket $model / $model = $this->getModel('ticket'); try { $model->updatePriority($post); $msg = Text::_('HDP_TICKET_PRIORITY_UPDATED'); } catch (\Exception $e) { $msg = Text::_('HDP_ERROR_UPDATING_PRIORITY'); } if (isset($post['ticket_code'])) { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($post['ticket_code'], false), false), $msg); } else { if ($app->isClient('administrator')) { $this->setRedirect('index.php?option=com_helpdeskpro&view=ticket&id=' . $post['id'], $msg); } else { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($post['id']), false), $msg); } } } /* * Apply label to a support ticket * * @throws \Exception / public function apply_label() { $this->csrfProtection(); $post = $this->input->post->getData(); / @var \OSSolution\HelpdeskPro\Admin\Model\Ticket $model / $model = $this->getModel('ticket'); try { $model->applyLabel($post); $msg = Text::_('HDP_TICKET_LABEL_UPDATED'); } catch (\Exception $e) { $msg = Text::_('HDP_ERROR_UPDATING_TICKET_LABEL'); } $this->setRedirect('index.php?option=com_helpdeskpro&view=ticket&id=' . $post['id'], $msg); } /* * Save rating and close the ticket / public function save_rating() { $this->csrfProtection(); $post = $this->input->post->getData(); / @var \OSSolution\HelpdeskPro\Admin\Model\Ticket $model / $model = $this->getModel('ticket'); try { $model->saveRating($post); $msg = Text::_('HDP_RATING_SAVED'); } catch (\Exception $e) { $msg = Text::_('HDP_ERROR_SAVING_RATING'); } if (isset($post['ticket_code'])) { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($post['ticket_code'], false), false), $msg); } else { if ($this->container->app->isClient('administrator')) { $this->setRedirect('index.php?option=com_helpdeskpro&view=ticket&id=' . $post['id'], $msg); } else { $this->setRedirect(Route::_(RouteHelper::getTicketRoute($post['id']), false), $msg); } } } /* * Assign ticket to a staff / public function assign_ticket() { $user = $this->container->user; if (!$user->authorise('helpdeskpro.assignticket', 'com_helpdeskpro')) { return; } $db = $this->container->db; $query = $db->getQuery(true); $userId = $this->input->getInt('user_id', 0); $id = $this->input->getInt('id', 0); if ($id) { //update user id ticket $query->update("#__helpdeskpro_tickets") ->set("staff_id=" . (int) $userId) ->where("id=" . $id); $db->setQuery($query); $db->execute(); // Send notification email to user if ($userId) { $query->clear() ->select('') ->from('#__helpdeskpro_tickets') ->where('id = ' . (int) $id); $db->setQuery($query); $row = $db->loadObject(); $config = HelpdeskproHelper::getConfig(); HelpdeskproHelper::sendTicketAssignedEmails($row, $config); } } } /** * Update a comment * * @throws \Exception / public function update_comment() { $user = $this->container->user; $messageId = $this->input->getInt('message_id', 0); if (HelpdeskproHelper::canUpdateComment($user, $messageId)) { $db = $this->container->db; $query = $db->getQuery(true); $newMessage = $db->quote($this->input->getHtml('new_message')); $query->update('#__helpdeskpro_messages') ->set('message=' . $newMessage) ->where('id=' . (int) $messageId); $db->setQuery($query); $db->execute(); } $this->container->app->close(); } /* * Remove comment from a ticket * * @throws \Exception / public function remove_comment() { $user = $this->container->user; $messageId = $this->input->getInt('message_id', 0); if (HelpdeskproHelper::canDeleteComment($user, $messageId)) { $db = $this->container->db; $query = $db->getQuery(true); $query->delete('#__helpdeskpro_messages') ->where('id=' . (int) $messageId); $db->setQuery($query); $db->execute(); } $this->container->app->close(); } /* * Convert the current open ticket to a knowledge article / public function convert_to_kb() { / @var \OSSolution\HelpdeskPro\Admin\Model\Ticket $model / $model = $this->getModel(); try { $model->convertTicketToArticle(); $this->setMessage(Text::_('HDP_CONVERT_TICKET_SUCCESS')); } catch (\Exception $e) { $this->setMessage($e->getMessage(), 'error'); } $this->setRedirect('index.php?option=com_helpdeskpro&view=ticket&id=' . $this->input->getInt('id', 0)); } /* * Export support ticket into a csv file / public function export() { $config = HelpdeskproHelper::getConfig(); $rowStatuses = HelpdeskproHelperDatabase::getAllStatuses(); $statusList = []; foreach ($rowStatuses as $status) { $statusList[$status->id] = $status->title; } $rowPriorities = HelpdeskproHelperDatabase::getAllPriorities(); $priorityList = []; foreach ($rowPriorities as $priority) { $priorityList[$priority->id] = $priority->title; } $rowFields = HelpdeskproHelper::getAllFields(); / @var \OSSolution\HelpdeskPro\Admin\Model\Tickets $model / $model = $this->getModel('tickets'); $rows = $model->getData(); if (count($rows)) { $fieldValues = $model->getFieldsData($rowFields); $results_arr = []; $results_arr[] = Text::_('HDP_TITLE'); $results_arr[] = Text::_('HDP_MESSAGE'); $results_arr[] = Text::_('HDP_CATEGORY'); $results_arr[] = Text::_('HDP_USER'); $results_arr[] = Text::_('HDP_EMAIL'); $results_arr[] = Text::_('HDP_CREATED_DATE'); $results_arr[] = Text::_('HDP_MODIFIED_DATE'); $results_arr[] = Text::_('HDP_STATUS'); $results_arr[] = Text::_('HDP_PRIORITY'); $results_arr[] = Text::_('HDP_ID'); for ($i = 0, $n = count($rowFields); $i < $n; $i++) { $results_arr[] = $rowFields[$i]->title; } $csv_output = implode(",", $results_arr); foreach ($rows as $row) { $results_arr = []; $results_arr[] = $row->subject; $results_arr[] = $row->message; $results_arr[] = $row->category_title; if ($row->username) { $results_arr[] = $row->name . '(' . $row->username . ')'; } else { $results_arr[] = $row->name; } $results_arr[] = $row->email; $results_arr[] = HTMLHelper::_('date', $row->created_date, $config->date_format); $results_arr[] = HTMLHelper::_('date', $row->modified_date, $config->date_format); $results_arr[] = @$statusList[$row->status_id]; $results_arr[] = @$priorityList[$row->priority_id]; $results_arr[] = $row->id; for ($i = 0, $n = count($rowFields); $i < $n; $i++) { $fieldId = $rowFields[$i]->id; if (!empty($fieldValues[$row->id][$fieldId])) { $results_arr[] = $fieldValues[$row->id][$fieldId]; } else { $results_arr[] = ""; } } $csv_output .= "\n\"" . implode("\",\"", $results_arr) . "\""; } $csv_output .= "\n"; if (preg_match('Opera(/\| )([0-9].[0-9]{1,2})', $_SERVER['HTTP_USER_AGENT'])) { $UserBrowser = "Opera"; } elseif (preg_match('MSIE ([0-9].[0-9]{1,2})', $_SERVER['HTTP_USER_AGENT'])) { $UserBrowser = "IE"; } else { $UserBrowser = ''; } $mime_type = ($UserBrowser == 'IE' \|\| $UserBrowser == 'Opera') ? 'application/octetstream' : 'application/octet-stream'; $filename = "tickets"; @ob_end_clean(); ob_start(); header('Content-Type: ' . $mime_type); header('Expires: ' . gmdate('D, d M Y H:i:s') . ' GMT'); if ($UserBrowser == 'IE') { header('Content-Disposition: attachment; filename="' . $filename . '.csv"'); header('Cache-Control: must-revalidate, post-check=0, pre-check=0'); header('Pragma: public'); } else { header('Content-Disposition: attachment; filename="' . $filename . '.csv"'); header('Pragma: no-cache'); } echo $csv_output; exit(); } } /* * Download a ticket attachment * * @throws \Exception / public function download_attachment() { $fileName = $this->input->getString('filename', ''); $fileName = basename($fileName); $originalFilename = $this->input->getString('original_filename', ''); $originalFilename = File::makeSafe($originalFilename); if (file_exists(JPATH_ROOT . '/media/com_helpdeskpro/attachments/' . $fileName)) { $fileExt = File::getExt($fileName); $imageFileTypes = ['gif', 'jpg', 'jpeg', 'png', 'txt', 'csv', 'bmp']; if (in_array(strtolower($fileExt), $imageFileTypes)) { $inline = true; } else { $inline = false; } $this->processDownloadFile(JPATH_ROOT . '/media/com_helpdeskpro/attachments/' . $fileName, $originalFilename, $inline); } else { $this->setRedirect('index.php?option=com_helpdeskpro&view=tickets'); $this->setMessage(Text::_('HDP_FILE_NOT_EXIST'), 'warning'); } } /* * Validate captcha * * @return bool / protected function validateCaptcha() { / @var $app \JApplicationSite / $app = $this->container->get('app'); $captchaPlugin = $app->getParams()->get('captcha', $this->container->appConfig->get('captcha')); if (!$captchaPlugin) { // Hardcode to recaptcha, reduce support request $captchaPlugin = 'recaptcha'; } $plugin = PluginHelper::getPlugin('captcha', $captchaPlugin); $captchaValid = true; if ($plugin) { try { $captchaValid = Captcha::getInstance($captchaPlugin)->checkAnswer($this->input->post->get('recaptcha_response_field', '', 'string')); } catch (\Exception $e) { // Captcha is not checked, return false $captchaValid = false; } } return $captchaValid; } /* * Method to upload file uploaded by dropzone JS */ public function upload() { if (!\JSession::checkToken('get')) { return; } $config = HelpdeskproHelper::getConfig(); if (!$config->enable_attachment) { return; } if (!$this->container->user->id && !$config->allow_public_user_submit_ticket) { return; } $session = $this->container->session; $allowedFileTypes = explode('\|', $config->allowed_file_types); for ($i = 0, $n = count($allowedFileTypes); $i < $n; $i++) { $allowedFileTypes[$i] = trim(strtoupper($allowedFileTypes[$i])); } $attachmentsPath = JPATH_ROOT . '/media/com_helpdeskpro/attachments'; $attachment = $this->input->files->get('file', [], 'raw'); $name = File::makeSafe($attachment['name']); if (empty($name)) { return; } $fileExt = strtoupper(File::getExt($name)); if (!in_array($fileExt, $allowedFileTypes)) { return; } if (File::exists($attachmentsPath . '/' . $name)) { $fileName = File::stripExt($name) . '_' . uniqid() . '.' . $fileExt; } else { $fileName = $name; } // Fix upload attachments causes by change in Joomla 3.4.4 $uploaded = File::upload($attachment['tmp_name'], $attachmentsPath . '/' . $fileName, false, true); $uploadedFiles = $session->get('hdp_uploaded_files', ''); $uploadedFilesOriginalNames = $session->get('hdp_uploaded_files_original_names', ''); if ($uploadedFiles) { $uploadedFiles = explode('\|', $uploadedFiles); $uploadedFilesOriginalNames = explode('\|', $uploadedFilesOriginalNames); } else { $uploadedFiles = []; $uploadedFilesOriginalNames = []; } if ($uploaded) { $uploadedFiles[] = $fileName; $uploadedFilesOriginalNames[] = $name; } $session->set('hdp_uploaded_files', implode('\|', $uploadedFiles)); $session->set('hdp_uploaded_files_original_names', implode('\|', $uploadedFilesOriginalNames)); } }

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