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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\Model; use Joomla\CMS\Application\ApplicationHelper; use Joomla\CMS\Filesystem\File; use Joomla\CMS\Language\Text; use Joomla\CMS\Plugin\PluginHelper; use Joomla\CMS\Uri\Uri; use Joomla\CMS\User\User; use Joomla\CMS\User\UserHelper; use OSL\Input\Input; use OSL\Model\AdminModel; use OSSolution\HelpdeskPro\Site\Helper\Helper as HelpdeskproHelper; use OSSolution\HelpdeskPro\Site\Helper\Html as HelpdeskproHelperHtml; defined('_JEXEC') or die; class Ticket extends AdminModel { /* * Initialize the model, insert extra model state / protected function initialize() { $this->state->insert('ticket_code', 'string', ''); } /* * Override getData method to allow getting ticket details from ticket code * * @return object / public function getData() { if ($this->state->ticket_code && empty($this->state->id)) { $db = $this->getDbo(); $query = $db->getQuery(true); $query->select('id') ->from('#__helpdeskpro_tickets') ->where('ticket_code = ' . $db->quote($this->state->ticket_code)); $db->setQuery($query); $this->state->set('id', (int) $db->loadResult()); } return parent::getData(); } /* * Override loadData method to allow getting more information about the ticket / protected function loadData() { $fieldSuffix = ''; if ($this->container->app->isClient('site')) { $fieldSuffix = HelpdeskproHelper::getFieldSuffix(); } $db = $this->getDbo(); $query = $db->getQuery(true); $query->select('a., b.username, c.title' . $fieldSuffix . ' AS category_title') ->select('s.title' . $fieldSuffix . ' AS `status`, p.title' . $fieldSuffix . ' AS `priority`') ->from('#__helpdeskpro_tickets AS a') ->leftJoin('#__users AS b ON a.user_id = b.id') ->leftJoin('#__helpdeskpro_categories AS c ON a.category_id = c.id') ->leftJoin('#__helpdeskpro_statuses AS s ON a.status_id = s.id') ->leftJoin('#__helpdeskpro_priorities AS p ON a.priority_id = p.id') ->where('a.id = ' . $this->state->id); $db->setQuery($query); $this->data = $db->loadObject(); if ($this->state->ticket_code) { $this->data->is_ticket_code = 1; } else { $this->data->is_ticket_code = 0; } } /** * Store the support ticket * * @param \OSL\Input\Input $input * * @return bool / public function store($input, $ignore = []) { jimport('joomla.user.helper'); $db = $this->getDbo(); $query = $db->getQuery(true); $user = $this->container->user; if ($user->authorise('core.admin', 'com_helpdeskpro')) { $data = $input->post->getData(Input::INPUT_ALLOWRAW); } else { $data = $input->post->getData(Input::INPUT_ALLOWHTML); } // Basic data filtering $data['subject'] = trim($input->getString('subject')); // Special case for message, we need to get it from input instead of from $input->post $data['message'] = trim($input->getHtml('message')); if (isset($data['name'])) { $data['name'] = trim($input->getString('name')); } if (isset($data['email'])) { $data['email'] = trim($input->getString('email')); } $config = HelpdeskproHelper::getConfig(); $allowedFileTypes = explode('\|', $config->allowed_file_types); for ($i = 0, $n = count($allowedFileTypes); $i < $n; $i++) { $allowedFileTypes[$i] = trim(strtoupper($allowedFileTypes[$i])); } $row = $this->getTable(); $row->bind($data); if ($user->get('id') && !isset($data['name'])) { $row->name = $user->get('name'); $row->email = $user->get('email'); $row->user_id = $user->get('id'); } else { $query->select('id') ->from('#__users') ->where('email = ' . $db->quote($data['email'])); $db->setQuery($query); $row->user_id = $db->loadResult(); $role = HelpdeskproHelper::getUserRole(); if ($role == 'staff') { $row->staff_id = $user->id; } } $uploadedFiles = $this->storeAttachment($input, $allowedFileTypes); if (count($uploadedFiles['names'])) { $row->attachments = implode('\|', $uploadedFiles['names']); $row->original_filenames = implode('\|', $uploadedFiles['original_names']); } elseif ($attachments = $this->container->session->get('hdp_uploaded_files')) { $row->attachments = $attachments; $row->original_filenames = $this->container->session->get('hdp_uploaded_files_original_names'); } $row->status_id = $config->new_ticket_status_id; $ticketCode = ''; while (true) { $ticketCode = strtolower(UserHelper::genRandomPassword(10)); $query->clear() ->select('COUNT()') ->from('#__helpdeskpro_tickets') ->where('ticket_code = ' . $db->quote($ticketCode)); $db->setQuery($query); $total = $db->loadResult(); if (!$total) { break; } } $row->ticket_code = $ticketCode; $row->created_date = $row->modified_date = gmdate('Y-m-d H:i:s'); $row->language = $this->container->language->getTag(); $row->store(); // Store ID of the ticket back to input $input->set('id', $row->id); //Store custom fields information for this ticket $this->saveFieldsValue($row, $input); //Trigger plugins PluginHelper::importPlugin('helpdeskpro'); $this->container->app->triggerEvent('onAfterStoreTicket', [$row]); // Send notification email to admin and confirmation email to registrants HelpdeskproHelper::sendNewTicketNotificationEmails($row, $config); if (!$user->id) { $input->set('ticket_code', $ticketCode); } } /** * Save custom fields value which users entered for the ticket * * @param \OSSolution\HelpdeskPro\Admin\Table\Ticket $ticket * @param \OSL\Input\Input $input / protected function saveFieldsValue($ticket, $input) { $fields = HelpdeskproHelper::getFields($ticket->category_id); / @var \OSSolution\HelpdeskPro\Admin\Table\Fieldvalue $row / $row = $this->getTable('Fieldvalue'); foreach ($fields as $field) { if ($field->fieldtype == 'Heading' \|\| $field->fieldtype == 'Message') { continue; } $row->id = 0; $row->ticket_id = $ticket->id; $row->field_id = $field->id; $fieldValue = trim($input->get($field->name, null, 'raw')); if (is_array($fieldValue)) { $fieldValue = implode(',', $fieldValue); } $row->field_value = $fieldValue; $row->store(); } } /* * Update ticket category * * @param array $data * * @return boolean / public function updateCategory($data) { / @var \OSSolution\HelpdeskPro\Admin\Table\Ticket $row / $row = $this->getTable(); $row->load($data['id']); $row->category_id = $data['new_value']; $row->store(); } /* * Update ticket Status * * @param array $data * * @return boolean / public function updateStatus($data) { $config = HelpdeskproHelper::getConfig(); / @var \OSSolution\HelpdeskPro\Admin\Table\Ticket $row / $row = $this->getTable(); $row->load($data['id']); $oldTicketStatus = $row->status_id; $newTicketStatus = $data['new_value']; $row->status_id = $data['new_value']; $row->store(); if ($newTicketStatus == $config->closed_ticket_status) { HelpdeskproHelper::sendTicketClosedEmail($row, $config); } else { HelpdeskproHelper::sendTicketStatusChangeEmail($row, $oldTicketStatus, $newTicketStatus, $config); } } /* * Update ticket Status * * @param array $data * * @return boolean / public function updatePriority($data) { / @var \OSSolution\HelpdeskPro\Admin\Table\Ticket $row / $row = $this->getTable(); $row->load($data['id']); $row->priority_id = $data['new_value']; $row->store(); } /* * Update ticket Label * * @param array $data * * @return boolean / public function applyLabel($data) { / @var \OSSolution\HelpdeskPro\Admin\Table\Ticket $row / $row = $this->getTable(); $row->load($data['id']); $row->label_id = $data['new_value']; $row->store(); } /* * Save rating for the ticket * * @param $data * * @return bool / public function saveRating($data) { $config = HelpdeskproHelper::getConfig(); / @var \OSSolution\HelpdeskPro\Admin\Table\Ticket $row / $row = $this->getTable(); $row->load($data['id']); $row->rating = $data['new_value']; $row->status_id = $config->closed_ticket_status; // Send ticket closed email HelpdeskproHelper::sendTicketClosedEmail($row, $config); $row->store(); } /* * Method to add new ticket, call from API * * @param array $data * @param array $attachments / public function addNewTicket($data, $attachments) { jimport('joomla.user.helper'); $config = HelpdeskproHelper::getConfig(); $db = $this->getDbo(); $query = $db->getQuery(true); $row = $this->getTable(); $row->bind($data, ['id']); $query->select('') ->from('#__users') ->where('email = ' . $db->quote($data['email'])); $db->setQuery($query); $user = $db->loadObject(); if ($user) { $row->name = $user->name; $row->email = $user->email; $row->user_id = $user->id; } if (!empty($attachments['names'])) { $row->attachments = implode('\|', $attachments['names']); $row->original_filenames = implode('\|', $attachments['original_names']); } $row->status_id = $config->new_ticket_status_id; $ticketCode = ''; while (true) { $ticketCode = strtolower(UserHelper::genRandomPassword(10)); $query->clear() ->select('COUNT()') ->from('#__helpdeskpro_tickets') ->where('ticket_code = ' . $db->quote($ticketCode)); $db->setQuery($query); $total = $db->loadResult(); if (!$total) { break; } } $row->ticket_code = $ticketCode; $row->created_date = $row->modified_date = gmdate('Y-m-d H:i:s'); $row->language = $this->container->language->getTag(); $row->store(); //Trigger plugins PluginHelper::importPlugin('helpdeskpro'); $this->container->app->triggerEvent('onAfterStoreTicket', [$row]); // Send notification email to admin and confirmation email to registrants HelpdeskproHelper::sendNewTicketNotificationEmails($row, $config); } /* * Method to add comment to a ticket by API * * @param array $data * @param array $attachments / public function addTicketComment($data, $attachments) { $config = HelpdeskproHelper::getConfig(); / @var \OSSolution\HelpdeskPro\Admin\Table\Ticket $ticket / $ticket = $this->getTable(); / @var \OSSolution\HelpdeskPro\Admin\Table\Message $row / $row = $this->getTable('Message'); $row->message = $data['message']; $row->user_id = $data['user_id']; $row->date_added = gmdate('Y-m-d H:i:s'); $row->ticket_id = $data['ticket_id']; if (!empty($attachments['names'])) { $row->attachments = implode('\|', $attachments['names']); $row->original_filenames = implode('\|', $attachments['original_names']); } $row->store(); if (!$ticket->load($data['ticket_id'])) { // Invalid ticket, do not process it further return; } // Do not allow adding comment to closed ticket if ($ticket->status_id == $config->closed_ticket_status) { return; } if ($row->user_id == $ticket->user_id) { $isCustomerAddComment = true; } else { $isCustomerAddComment = false; } if ($isCustomerAddComment) { $ticket->status_id = $config->ticket_status_when_customer_add_comment; } else { $ticket->status_id = $config->ticket_status_when_admin_add_comment; } $ticket->modified_date = gmdate('Y-m-d H:i:s'); $ticket->store(); //Trigger plugins PluginHelper::importPlugin('helpdeskpro'); $this->container->app->triggerEvent('onAfterStoreComment', [$row, $ticket]); //Need to send email to users if ($isCustomerAddComment) { HelpdeskproHelper::sendTicketUpdatedEmailToManagers($row, $ticket, $config); } else { HelpdeskproHelper::sendTicketUpdatedEmailToCustomer($row, $ticket, $config); } } /* * Add comment to the ticket * * @param \OSL\Input\Input $input * @param bool $closeTicket * / public function addComment($input, $closeTicket = false) { $user = $this->container->user; $config = HelpdeskproHelper::getConfig(); / @var \OSSolution\HelpdeskPro\Admin\Table\Ticket $ticket / $ticket = $this->getTable(); / @var \OSSolution\HelpdeskPro\Admin\Table\Message $row / $row = $this->getTable('Message'); $allowedFileTypes = explode('\|', $config->allowed_file_types); for ($i = 0, $n = count($allowedFileTypes); $i < $n; $i++) { $allowedFileTypes[$i] = trim(strtoupper($allowedFileTypes[$i])); } $row->message = $input->getHtml('message'); $ticket->load($input->post->getInt('id')); if ($user->id) { $row->user_id = $user->get('id'); } else { if (isset($data['ticket_code'])) { $row->user_id = $ticket->user_id; } } $row->date_added = gmdate('Y-m-d H:i:s'); $row->ticket_id = $ticket->id; $uploadedFiles = $this->storeAttachment($input, $allowedFileTypes); if (count($uploadedFiles['names'])) { $row->attachments = implode('\|', $uploadedFiles['names']); $row->original_filenames = implode('\|', $uploadedFiles['original_names']); } elseif ($attachments = $this->container->session->get('hdp_uploaded_files')) { $row->attachments = $attachments; $row->original_filenames = $this->container->session->get('hdp_uploaded_files_original_names'); } $row->store(); if ($row->user_id == $ticket->user_id \|\| isset($data['ticket_code'])) { $isCustomerAddComment = true; } else { $isCustomerAddComment = false; } if ($closeTicket) { $ticket->status_id = $config->closed_ticket_status; } elseif ($isCustomerAddComment) { $ticket->status_id = $config->ticket_status_when_customer_add_comment; } else { $ticket->status_id = $config->ticket_status_when_admin_add_comment; } $ticket->modified_date = gmdate('Y-m-d H:i:s'); $ticket->store(); //Trigger plugins PluginHelper::importPlugin('helpdeskpro'); $this->container->app->triggerEvent('onAfterStoreComment', [$row, $ticket]); //Need to send email to users if ($isCustomerAddComment) { HelpdeskproHelper::sendTicketUpdatedEmailToManagers($row, $ticket, $config); } else { HelpdeskproHelper::sendTicketUpdatedEmailToCustomer($row, $ticket, $config); } if ($closeTicket) { HelpdeskproHelper::sendTicketClosedEmail($ticket, $config); } } /* * Get all comments of the current ticket * * @return array / public function getMessages() { if ($this->state->id) { $db = $this->getDbo(); $query = $db->getQuery(true); $query->select('a., b.name') ->from('#__helpdeskpro_messages AS a') ->leftJoin('#__users AS b ON a.user_id = b.id') ->where('a.ticket_id = ' . $this->state->id) ->order('id DESC'); $db->setQuery($query); return $db->loadObjectList(); } return []; } /** * Get all custom fields value for a ticket * * @return array / public function getFieldsValue() { $fieldValues = []; if ($this->state->id) { $db = $this->getDbo(); $query = $db->getQuery(true); $query->select('field_id, field_value') ->from('#__helpdeskpro_field_value') ->where('ticket_id = ' . $this->state->id); $db->setQuery($query); $rows = $db->loadObjectList(); foreach ($rows as $row) { $fieldValues[$row->field_id] = $row->field_value; } } return $fieldValues; } /* * Convert a support ticket to a knowledge base article * * @throws \Exception / public function convertTicketToArticle() { $item = $this->getData(); $messages = $this->getMessages(); $messages = array_reverse($messages); if (!$item) { throw new \Exception(Text::_('HDP_INVALID_TICKET')); } $db = $this->getDbo(); $query = $db->getQuery(true); $rootUri = Uri::root(true); $config = HelpdeskproHelper::getConfig(); $user = new User; $item->date_added = $item->created_date; array_unshift($messages, $item); $layoutData = [ 'messages' => $messages, 'user' => $user, 'rootUri' => $rootUri, 'config' => $config, ]; $row = $this->getTable('article'); $query->select('id') ->from('#__helpdeskpro_articles') ->where('ticket_id = ' . $item->id); $db->setQuery($query); $id = (int) $db->loadResult(); if ($id) { $row->load($id); } $row->category_id = $item->category_id; $row->ticket_id = $item->id; $row->title = '[#' . $item->id . '] - ' . $item->subject; $row->alias = ApplicationHelper::stringURLSafe($row->title); $row->text = '<table class="adminform">' . HelpdeskproHelperHtml::loadCommonLayout('common/tmpl/ticket_comments.php', $layoutData) . '</table>'; $row->published = 1; $query->clear() ->select('MAX(ordering)') ->from('#__helpdeskpro_articles') ->where('category_id = ' . $row->category_id); $db->setQuery($query); $row->ordering = (int) $db->loadResult() + 1; $row->store(); } /* * Delete all the tickets related data before tickets deleted * * @param array $cid Ids of deleted record / protected function beforeDelete($cid) { $db = $this->getDbo(); $query = $db->getQuery(true); $attachmentsPath = JPATH_ROOT . '/media/com_helpdeskpro/attachments/'; $row = $this->getTable(); foreach ($cid as $ticketId) { $row->load($ticketId); // Delete ticket attachments if ($row->attachments) { $files = explode('\|', $row->attachments); foreach ($files as $file) { if ($file && File::exists($attachmentsPath . $file)) { File::delete($attachmentsPath . $file); } } } // Delete attachments in messages/comments of the ticket $query->clear() ->select('attachments') ->from('#__helpdeskpro_messages') ->where('ticket_id = ' . $ticketId); $db->setQuery($query); $attachments = $db->loadColumn(); foreach ($attachments as $attachment) { if ($attachment) { $files = explode('\|', $attachment); foreach ($files as $file) { if ($file && File::exists($attachmentsPath . $file)) { File::delete($attachmentsPath . $file); } } } } // Delete ticket message $query->clear() ->delete('#__helpdeskpro_messages') ->where('ticket_id IN (' . implode(',', $cid) . ')'); $db->setQuery($query); $db->execute(); } } /* * Store attachments which user uploaded * * @param \OSL\Input\Input $input * @param array $allowedFileTypes * * @return array */ private function storeAttachment($input, $allowedFileTypes) { $app = $this->container->app; $attachmentsPath = JPATH_ROOT . '/media/com_helpdeskpro/attachments'; $uploadedFiles = [ 'names' => [], 'original_names' => [], ]; $attachments = $input->files->get('attachment', [], 'raw'); foreach ($attachments as $attachment) { $name = File::makeSafe($attachment['name']); if (empty($name)) { continue; } $fileExt = strtoupper(File::getExt($name)); if (in_array($fileExt, $allowedFileTypes)) { if (File::exists($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 . '/' . $fileName, false, true); if ($uploaded) { $uploadedFiles['names'][] = $fileName; $uploadedFiles['original_names'][] = $name; } else { $app->enqueueMessage(Text::sprintf('HDP_UPLOAD_FILE_FAILED', $attachment['name']), 'warning'); } } else { $app->enqueueMessage(Text::sprintf('HDP_FILETYPE_NOT_ALLOWED', $attachment['name'], implode(',', $allowedFileTypes)), 'warning'); } } return $uploadedFiles; } }

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