Файловый менеджер

Файловый менеджер - Редактировать - /home/lmsyaran/public_html/administrator/components/com_rsticketspro/helpers/ticket.php

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<?php /** * @package RSTickets! Pro * * @copyright (c) 2010 - 2016 RSJoomla! * @link https://www.rsjoomla.com * @license GNU General Public License http://www.gnu.org/licenses/gpl-3.0.en.html / defined('_JEXEC') or die('Restricted access'); class RSTicketsProTicketHelper { protected $data = array(); protected $attachments = array(); protected $error; public $message_id = 0; public $ticket_id = 0; public static function convert($ticket, $ticketMessages, $params) { $body = RSTicketsProHelper::getConfig('kb_template_body'); $ticketBody = RSTicketsProHelper::getConfig('kb_template_ticket_body'); $useEditor = RSTicketsProHelper::getConfig('allow_rich_editor'); $dateFormat = RSTicketsProHelper::getConfig('date_format'); $showEmailLink = RSTicketsProHelper::getConfig('show_email_link'); $userInfo = RSTicketsProHelper::getConfig('show_user_info'); $table = JTable::getInstance('Kbcontent', 'RsticketsproTable'); $db = JFactory::getDbo(); // Parse ticket message template $messages = array(); foreach ($ticketMessages as $message) { // get user $user = JFactory::getUser($message->user_id); // no editor - transform newlines into <br /> if (!$useEditor) { $message->message = nl2br($message->message); } // replacements $replacements = array( '{message_user}' => $showEmailLink ? '<a href="mailto:' . htmlentities($user->email, ENT_COMPAT, 'utf-8') . '">' . htmlentities($user->{$userInfo}, ENT_COMPAT, 'utf-8') . '</a>' : htmlentities($user->{$userInfo}, ENT_COMPAT, 'utf-8'), '{message_user_name}' => htmlentities($user->name, ENT_COMPAT, 'utf-8'), '{message_user_username}' => htmlentities($user->username, ENT_COMPAT, 'utf-8'), '{message_user_email}' => htmlentities($user->email, ENT_COMPAT, 'utf-8'), '{message_date}' => JHtml::_('date', $message->date, $dateFormat), '{message_text}' => $message->message ); $messages[] = str_replace(array_keys($replacements), array_values($replacements), $ticketBody); } // Parse template body $replacements = array( '{ticket_subject}' => $ticket->subject, '{ticket_department}' => $ticket->department->name, '{ticket_date}' => JHtml::_('date', $ticket->date, $dateFormat), '{ticket_messages}' => implode("\n", $messages) ); return $table->save(array( 'name' => $params->name, 'text' => str_replace(array_keys($replacements), array_values($replacements), $body), 'category_id' => $params->category_id, 'published' => $params->publish_article, 'private' => $params->private, 'from_ticket_id' => $ticket->id, 'ordering' => $table->getNextOrder($db->qn('category_id') . '=' . $db->q($params->category_id)) )); } protected static function generateNumber($max = 10) { $key = ''; for ($i = 0; $i < $max; $i++) { $w1 = rand(0, 1); $w2 = 1 - $w1; $key .= chr($w1 rand(65, 90) + $w2 * rand(48, 57)); } return $key; } public static function generateCode($department_id) { $code = ''; $db = JFactory::getDbo(); $department = RSTicketsProHelper::getDepartment($department_id); if ($department->generation_rule == RST_DEPARTMENT_RULE_RANDOM) { // trick to enter the loop below $found = true; while ($found) { // add the department prefix $code = $department->prefix . '-' . strtoupper(self::generateNumber(10)); $query = $db->getQuery(true); $query->select($db->qn('id')) ->from($db->qn('#__rsticketspro_tickets')) ->where($db->qn('code') . '=' . $db->q($code)); $db->setQuery($query); $found = $db->loadResult(); } } elseif ($department->generation_rule == RST_DEPARTMENT_RULE_SEQUENTIAL) { // add the department prefix $code = $department->prefix . '-' . str_pad($department->next_number, 10, 0, STR_PAD_LEFT); $department->save(array( 'id' => $department->id, 'next_number' => $department->next_number + 1 )); } return $code; } public function bind($data) { $this->data = $data; } public function setError($error) { $this->error = $error; } public function getError() { return $this->error; } public function saveTicket() { $db = JFactory::getDbo(); // trigger event before saving and adding user_error RSTicketsProHelper::trigger('onBeforeStoreTicket', array($this->data)); // create user if (empty($this->data['customer_id'])) { if (RSTicketsProHelper::getConfig('allow_password_change') && !empty($this->data['password'])) { $password = $this->data['password']; } else { $password = JUserHelper::genRandomPassword(8); } if ($user_id = $this->createUser($password)) { $this->data['customer_id'] = $user_id; } else { return false; } } // assign staff member based on department settings // unassigned $this->data['staff_id'] = 0; $department = RSTicketsProHelper::getDepartment($this->data['department_id']); // auto-assign to staff member with the least assigned tickets if ($department->assignment_type == RST_ASSIGNMENT_AUTO) { // select staff members that belong to this department $query = $db->getQuery(true); $query->select($db->qn('user_id')) ->from($db->qn('#__rsticketspro_staff_to_department')) ->where($db->qn('department_id') . '=' . $db->q($department->id)); $db->setQuery($query); if ($staff_ids = $db->loadColumn()) { // select groups that can answer tickets $query = $db->getQuery(true); $query->select($db->qn('id')) ->from($db->qn('#__rsticketspro_groups')) ->where($db->qn('answer_ticket') . '=' . $db->q(1)); $db->setQuery($query); if ($group_ids = $db->loadColumn()) { $priority_ids = array(0, $this->data['priority_id']); $group_ids = array_map('intval', $group_ids); $staff_ids = array_map('intval', $staff_ids); $priority_ids = array_map('intval', $priority_ids); $query = $db->getQuery(true); $query->select($db->qn('user_id')) ->from($db->qn('#__rsticketspro_staff')) ->where($db->qn('group_id') . ' IN (' . implode(',', $group_ids) . ')') ->where($db->qn('user_id') . ' IN (' . implode(',', $staff_ids) . ')') ->where($db->qn('priority_id') . ' IN (' . implode(',', $priority_ids) . ')') ->where($db->qn('exclude_auto_assign') . ' = ' . $db->q(0)); $db->setQuery($query); if ($staff_ids = $db->loadColumn()) { $staff_ids = array_map('intval', $staff_ids); $query = $db->getQuery(true); $query->select($db->qn('staff_id')) ->select('COUNT(' . $db->qn('id') . ') AS tickets') ->from($db->qn('#__rsticketspro_tickets')) ->where($db->qn('status_id') . '!=' . $db->q(RST_STATUS_CLOSED)) ->where($db->qn('staff_id') . ' IN (' . implode(',', $staff_ids) . ')') ->group($db->qn('staff_id')) ->order($db->qn('tickets') . ' ' . $db->escape('asc')); $db->setQuery($query); $stats = $db->loadObjectList('staff_id'); // must make sure we cover all staff members, even those who don't have tickets yet foreach ($staff_ids as $staff) { if (!isset($stats[$staff])) { // found a staff member who has 0 tickets - assign $staff_id = $staff; break; } } // no staff member assigned so far - must grab from query the first result if (empty($staff_id) && $stats) { if ($tmp = reset($stats)) { $staff_id = $tmp->staff_id; } } // get a random staff id from all the members if (empty($staff_id)) { $staff_id = $staff_ids[mt_rand(0, count($staff_ids) - 1)]; } } } } if (!empty($staff_id)) { $this->data['staff_id'] = $staff_id; } } // generate code based on department $this->data['code'] = RSTicketsProTicketHelper::generateCode($this->data['department_id']); // add ticket $ticket = JTable::getInstance('Tickets', 'RsticketsproTable'); if (!$ticket->save($this->data)) { $this->setError($ticket->getError()); return false; } $this->ticket_id = $ticket->id; // populate new data $this->data['ticket_id'] = $ticket->id; $this->data['user_id'] = $ticket->customer_id; // trigger event after saving ticket RSTicketsProHelper::trigger('onAfterStoreTicket', array($this->data, $ticket)); // let's add custom fields $custom_fields_email = ''; if (!empty($this->data['fields'])) { foreach ($this->data['fields'] as $custom_field_id => $value) { $table = JTable::getInstance('Customfieldsvalues', 'RsticketsproTable'); $table->save(array( 'custom_field_id' => $custom_field_id, 'ticket_id' => $ticket->id, 'value' => $value )); // append fields to email text $field = JTable::getInstance('Customfields', 'RsticketsproTable'); $field->load($custom_field_id); $label = JText::_($field->label); $val = is_array($value) ? implode(', ', $value) : $value; $custom_fields_email .= "<p>$label: $val</p>"; } } // let's save the message if (!$this->saveMessage(false)) { return false; } // get email sending settings if ($department->email_use_global) { // are we using global ? if (RSTicketsProHelper::getConfig('email_use_global')) { $config = JFactory::getConfig(); $from = $config->get('mailfrom'); $fromname = $config->get('fromname'); } else { $from = RSTicketsProHelper::getConfig('email_address'); $fromname = RSTicketsProHelper::getConfig('email_address_fullname'); } } else { $from = $department->email_address; $fromname = $department->email_address_fullname; } $priority = JTable::getInstance('Priorities', 'RsticketsproTable'); $priority->load($ticket->priority_id); $status = JTable::getInstance('Statuses', 'RsticketsproTable'); $status->load($ticket->status_id); // start sending emails // send email to the customer with a copy of his own ticket if ($department->customer_send_copy_email) { if ($email = RSTicketsProHelper::getEmail('add_ticket_customer')) { $customer = JFactory::getUser($ticket->customer_id); $replacements = array( '{live_site}' => JUri::root(), '{ticket}' => RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&id=' . $ticket->id . ':' . JFilterOutput::stringURLSafe($ticket->subject), true, RSTicketsProHelper::getConfig('customer_itemid')), '{customer_name}' => $customer->name, '{customer_username}' => $customer->username, '{customer_email}' => $customer->email, '{code}' => $ticket->code, '{subject}' => $ticket->subject, '{priority}' => JText::_($priority->name), '{status}' => JText::_($status->name), '{message}' => $this->data['message'], '{custom_fields}' => $custom_fields_email, '{department_id}' => $department->id, '{department_name}' => JText::_($department->name) ); $email_subject = '[' . $ticket->code . '] ' . $ticket->subject; $email_message = str_replace(array_keys($replacements), array_values($replacements), $email->message); $email_message = RSTicketsProHelper::getReplyAbove() . $email_message; /** * Grab ticket attachments / $files = $this->getTicketAttachments($ticket->id); /* * Set this as default to null so we can overwrite * only when it's necessary -> download_type == 'attachment' / $attachments = null; /* * Check if the setting is activated and if there are files * / if ($department->customer_attach_email && !empty($files)) { /* * In case the download type is set to link * we add a list of files to the end of * the email message / if ($department->download_type == 'link') { if ($files) { $email_message .= '<ul>'; foreach ($files as $file) { $url = RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&task=ticket.downloadfile&id=' . $file->id . '&access_code=' . md5($ticket->id . '\|' . $file->id . '\|' . $file->filename)); $email_message .= '<li><a href="' . $url . '">' . $file->filename . '</a></li>'; } $email_message .= '</ul>'; } } /* * if the download_type == 'attachment' * we need to populate $attachments var * with the files / else { $attachments = $this->attachments; } } RSTicketsProHelper::sendMail($from, $fromname, $customer->email, $email_subject, $email_message, 1, $attachments, $department->cc, $department->bcc); } } // send email to the staff member that gets assigned this ticket if ($department->staff_send_email && $this->data['staff_id']) { if ($email = RSTicketsProHelper::getEmail('add_ticket_staff')) { $customer = JFactory::getUser($this->data['customer_id']); $staff = JFactory::getUser($this->data['staff_id']); $replacements = array( '{live_site}' => JUri::root(), '{ticket}' => RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&id=' . $ticket->id . ':' . JFilterOutput::stringURLSafe($ticket->subject), true, RSTicketsProHelper::getConfig('customer_itemid')), '{customer_name}' => $customer->name, '{customer_username}' => $customer->username, '{customer_email}' => $customer->email, '{staff_name}' => $staff->name, '{staff_username}' => $staff->username, '{staff_email}' => $staff->email, '{code}' => $ticket->code, '{subject}' => $ticket->subject, '{priority}' => JText::_($priority->name), '{status}' => JText::_($status->name), '{message}' => $this->data['message'], '{custom_fields}' => $custom_fields_email, '{department_id}' => $department->id, '{department_name}' => JText::_($department->name) ); $email_subject = '[' . $ticket->code . '] ' . $ticket->subject; $email_message = str_replace(array_keys($replacements), array_values($replacements), $email->message); $email_message = RSTicketsProHelper::getReplyAbove() . $email_message; /* * Grab ticket attachments / $files = $this->getTicketAttachments($ticket->id); /* * Set this as default to null so we can overwrite * only when it's necessary -> download_type == 'attachment' / $attachments = null; /* * Check if the setting is activated and if there are files * / if ($department->staff_attach_email && !empty($files)) { /* * In case the download type is set to link * we add a list of files to the end of * the email message / if ($department->download_type == 'link') { $email_message .= '<ul>'; foreach ($files as $file) { $url = RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&task=ticket.downloadfile&id=' . $file->id . '&access_code=' . md5($ticket->id.'\|'.$file->id.'\|'.$file->filename)); $email_message .= '<li><a href="' . $url . '">' . $file->filename . '</a></li>'; } $email_message .= '</ul>'; } /* * if the download_type == 'attachment' * we need to populate $attachments var * with the files / else { $attachments = $this->attachments; } } RSTicketsProHelper::sendMail($from, $fromname, $staff->email, $email_subject, $email_message, 1, $attachments, $department->cc, $department->bcc); } } // notify the email addresses configured in the department if ($department->notify_new_tickets_to) { if ($email = RSTicketsProHelper::getEmail('add_ticket_notify')) { $customer = JFactory::getUser($this->data['customer_id']); $staff = JFactory::getUser($this->data['staff_id']); $replacements = array( '{live_site}' => JUri::root(), '{ticket}' => RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&id=' . $ticket->id . ':' . JFilterOutput::stringURLSafe($ticket->subject), true, RSTicketsProHelper::getConfig('customer_itemid')), '{customer_name}' => $customer->name, '{customer_username}' => $customer->username, '{customer_email}' => $customer->email, '{staff_name}' => $staff->name, '{staff_username}' => $staff->username, '{staff_email}' => $staff->email, '{code}' => $ticket->code, '{subject}' => $ticket->subject, '{priority}' => JText::_($priority->name), '{status}' => JText::_($status->name), '{message}' => $this->data['message'], '{custom_fields}' => $custom_fields_email, '{department_id}' => $department->id, '{department_name}' => JText::_($department->name) ); $email_subject = '[' . $ticket->code . '] ' . $ticket->subject; $email_message = str_replace(array_keys($replacements), array_values($replacements), $email->message); $notify_new_tickets_to = str_replace(array("\r\n", "\r"), "\n", $department->notify_new_tickets_to); $notify_new_tickets_to = explode("\n", $notify_new_tickets_to); foreach ($notify_new_tickets_to as $notify_email) { $notify_email = trim($notify_email); /* * Grab ticket attachments / $files = $this->getTicketAttachments($ticket->id); /* * Set this as default to null so we can overwrite * only when it's necessary -> download_type == 'attachment' / $attachments = null; /* * Check if the setting is activated and if there are files * / if ($department->staff_attach_email && !empty($files)) { /* * In case the download type is set to link * we add a list of files to the end of * the email message / if ($department->download_type == 'link') { $email_message .= '<ul>'; foreach ($files as $file) { $url = RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&task=ticket.downloadfile&id=' . $file->id . '&access_code=' . md5($ticket->id.'\|'.$file->id.'\|'.$file->filename)); $email_message .= '<li><a href="' . $url . '">' . $file->filename . '</a></li>'; } $email_message .= '</ul>'; } /* * if the download_type == 'attachment' * we need to populate $attachments var * with the files / else { $attachments = $this->attachments; } } RSTicketsProHelper::sendMail($from, $fromname, $notify_email, $email_subject, $email_message, 1, $attachments, $department->cc, $department->bcc); } } } return true; } protected function getUserByEmail($email) { $db = JFactory::getDbo(); $query = $db->getQuery(true); $query->select('') ->from($db->qn('#__users')) ->where($db->qn('email') . ' LIKE ' . $db->q($email)); $db->setQuery($query); return $db->loadObject(); } protected function createUser($password) { if ($customer = $this->getUserByEmail($this->data['email'])) { return $customer->id; } else { $db = JFactory::getDbo(); $lang = JFactory::getLanguage(); $lang->load('com_users', JPATH_ADMINISTRATOR, null, true); if ((bool) RSTicketsProHelper::getConfig('emails_as_usernames')) { $username = $this->data['email']; } else { @list($username, $domain) = explode('@', $this->data['email']); if (preg_match("#[<>\"'%;()&]#i", $username) \|\| strlen(utf8_decode($username)) < 2) { $username = JFilterOutput::stringURLSafe($this->data['name']); if (strlen($username) < 2) { $username = str_pad($username, 2, mt_rand(0, 9)); } } $found = true; while ($found) { $query = $db->getQuery(true); $query->select($db->qn('id')) ->from($db->qn('#__users')) ->where($db->qn('username') . ' LIKE ' . $db->q($username)); $db->setQuery($query); $found = $db->loadResult(); if ($found) { $username .= mt_rand(0, 9); } } } // create user object $user = new JUser(); // Bind the data array to the user object $data = array( 'name' => trim($this->data['name']) ? JComponentHelper::filterText($this->data['name']) : $this->data['email'], 'email' => $this->data['email'], 'username' => $username, 'password' => $password ); $data['password2'] = $data['password']; if (!$user->bind($data)) { $this->setError($user->getError()); return false; } $user->set('groups', array(RSTicketsProHelper::getConfig('user_type'))); $date = JFactory::getDate(); $user->set('registerDate', $date->toSql()); $user->set('block', 0); // If there was an error with registration, set the message if (!$user->save()) { $this->setError($user->getError()); return false; } $this->sendUserEmail($user, $password); return $user->id; } } protected function sendUserEmail($user, $password) { $email = RSTicketsProHelper::getEmail('new_user_email'); if (!$email) { return false; } // disallow control chars in the email $password = preg_replace('/[\x00-\x1F\x7F]/', '', $password); $lang = JFactory::getLanguage(); $lang->load('com_rsticketspro', JPATH_SITE); // get email sending settings // are we using global ? if (RSTicketsProHelper::getConfig('email_use_global')) { $config = JFactory::getConfig(); $from = $config->get('mailfrom'); $fromname = $config->get('fromname'); } else { $from = RSTicketsProHelper::getConfig('email_address'); $fromname = RSTicketsProHelper::getConfig('email_address_fullname'); } $replacements = array( '{live_site}' => JUri::root(), '{username}' => $user->username, '{password}' => $password, '{email}' => $user->email ); // assemble the email data try { return JFactory::getMailer()->sendMail($from, $fromname, $user->email, $email->subject, str_replace(array_keys($replacements), array_values($replacements), $email->message), true); } catch (Exception $e) { JFactory::getApplication()->enqueueMessage($e->getMessage(), 'warning'); return false; } } public function saveMessage($sendMessageEmails = true) { $isStaff = RSTicketsProHelper::isStaff($this->data['user_id']); // skip the email for the customer (as this is intended as his own reply) $skip_customer_email = false; if ($isStaff && !empty($this->data['reply_as_customer'])) { $this->data['submitted_by_staff'] = $this->data['user_id']; $this->data['user_id'] = $this->data['customer_id']; $skip_customer_email = true; } // let's see if we need to add a signature if ($isStaff && RSTicketsProHelper::getConfig('show_signature') && !empty($this->data['use_signature']) && empty($this->data['reply_as_customer'])) { $signature = RSTicketsProHelper::getSignature($this->data['user_id']); if (strlen($signature)) { $this->data['message'] .= "\r\n" . $signature; } } // let's set the message type $this->data['html'] = (int) RSTicketsProHelper::getConfig('allow_rich_editor'); if ($sendMessageEmails) { // This is true only for replies RSTicketsProHelper::trigger('onBeforeStoreTicketReply', array($this->data)); } $message = JTable::getInstance('Ticketmessages', 'RsticketsproTable'); if (!$message->save($this->data)) { $this->setError($message->getError()); return false; } if ($sendMessageEmails) { // This is true only for replies RSTicketsProHelper::trigger('onAfterStoreTicketReply', array($this->data, $message)); } $this->message_id = $message->id; // let's add the files $hasFiles = null; if (!empty($this->data['files'])) { foreach ($this->data['files'] as $file) { if ($file['src'] == 'upload') { $filename = $file['name']; } elseif ($file['src'] == 'cron') { $filename = $file['filename']; } $new_file = JTable::getInstance('Ticketfiles', 'RsticketsproTable'); $new_file->save(array( 'ticket_id' => $this->data['ticket_id'], 'ticket_message_id' => $message->id, 'filename' => $filename )); $hash = md5($new_file->id . ' ' . $message->id); if ($file['src'] == 'upload') { $success = JFile::upload($file['tmp_name'], RST_UPLOAD_FOLDER . '/' . $hash, false, true); } elseif ($file['src'] == 'cron') { $success = JFile::write(RST_UPLOAD_FOLDER . '/' . $hash, $file['contents']); } // store attachment if ($success) { $this->attachments[] = (object) array( 'path' => RST_UPLOAD_FOLDER . '/' . $hash, 'filename' => $filename ); } } $hasFiles = 1; } $original = JTable::getInstance('Tickets', 'RsticketsproTable'); $original->load($this->data['ticket_id']); // $isStaff is defined at the start of this function. $isCustomer = $original->customer_id == $this->data['user_id'] \|\| !$isStaff; // if a customer replied, we don't need to autoclose anymore $autocloseSent = $isCustomer ? 0 : null; // assign the ticket if the department's assignment type is static and the ticket isn't already assigned // if submitted on behalf of another user, don't assign it (this only happens when $sendMessageEmails is set to false - this means it is the first message of the ticket) $staffId = $sendMessageEmails && $isStaff && $original->department->assignment_type == RST_ASSIGNMENT_STATIC && !$original->staff_id ? $this->data['user_id'] : null; // update the status // if customer replied => open // if staff replied => on-hold // else don't modify the status $statusId = $isCustomer ? RST_STATUS_OPEN : ($isStaff ? RST_STATUS_ON_HOLD : null); $object = (object) array( 'id' => $this->data['ticket_id'], 'last_reply' => $this->data['date'], 'last_reply_customer' => (int) !$isStaff, 'autoclose_sent' => $autocloseSent, 'staff_id' => $staffId, 'has_files' => $hasFiles, 'replies' => $original->replies + 1, 'status_id' => $statusId ); JFactory::getDbo()->updateObject('#__rsticketspro_tickets', $object, array('id')); // Reload all ticket fields $ticket = JTable::getInstance('Tickets', 'RsticketsproTable'); $ticket->load($ticket->id); $department =& $original->department; // get email sending settings if ($department->email_use_global) { // are we using global ? if (RSTicketsProHelper::getConfig('email_use_global')) { $config = JFactory::getConfig(); $from = $config->get('mailfrom'); $fromname = $config->get('fromname'); } else { $from = RSTicketsProHelper::getConfig('email_address'); $fromname = RSTicketsProHelper::getConfig('email_address_fullname'); } } else { $from = $department->email_address; $fromname = $department->email_address_fullname; } $priority = JTable::getInstance('Priorities', 'RsticketsproTable'); $priority->load($original->priority_id); $status = JTable::getInstance('Statuses', 'RsticketsproTable'); $status->load($original->status_id); // send email to the staff member with the customer's reply if ($sendMessageEmails) { if (!$isStaff && $department->staff_send_email && $original->staff_id) { if ($email = RSTicketsProHelper::getEmail('add_ticket_reply_staff')) { $customer = &$original->customer; $staff = &$original->staff; $ticket_id = $original->id; $replacements = array( '{live_site}' => JUri::root(), '{ticket}' => RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&id=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($original->subject), true, RSTicketsProHelper::getConfig('staff_itemid')), '{customer_name}' => $customer->name, '{customer_username}' => $customer->username, '{customer_email}' => $customer->email, '{staff_name}' => $staff->name, '{staff_username}' => $staff->username, '{staff_email}' => $staff->email, '{code}' => $original->code, '{subject}' => $original->subject, '{priority}' => JText::_($priority->name), '{status}' => JText::_($status->name), '{message}' => $this->data['message'], '{department_id}' => $original->department_id, '{department_name}' => JText::_($department->name) ); $email_subject = '[' . $original->code . '] ' . $original->subject; $email_message = str_replace(array_keys($replacements), array_values($replacements), $email->message); $email_message = RSTicketsProHelper::getReplyAbove() . $email_message; $attachments = null; /** * Check if the setting is activated and if there are files * / if ($department->staff_attach_email && $hasFiles) { /* * In case the download type is set to link * we add a list of files to the end of * the email message / if ($department->download_type == 'link') { $files = $this->getTicketMessageAttachments($this->message_id); $email_message .= '<ul>'; foreach ($files as $file) { $url = RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&task=ticket.downloadfile&id=' . $file->id . '&access_code=' . md5($ticket->id . '\|' . $file->id . '\|' . $file->filename)); $email_message .= '<li><a href="' . $url . '">' . $file->filename . '</a></li>'; } $email_message .= '</ul>'; } /* * if the download_type == 'attachment' * we need to populate $attachments var * with the files / else { $attachments = $this->attachments; } } RSTicketsProHelper::sendMail($from, $fromname, $staff->email, $email_subject, $email_message, 1, $attachments, $department->cc, $department->bcc); } } elseif ($isStaff && $department->customer_send_email && !$skip_customer_email) { if ($email = RSTicketsProHelper::getEmail('add_ticket_reply_customer')) { $customer = &$original->customer; $staff = $original->staff->id ? $original->staff : $ticket->staff; $ticket_id = $original->id; $replacements = array( '{live_site}' => JUri::root(), '{ticket}' => RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&id=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($original->subject), true, RSTicketsProHelper::getConfig('customer_itemid')), '{customer_name}' => $customer->name, '{customer_username}' => $customer->username, '{customer_email}' => $customer->email, '{staff_name}' => $staff->name, '{staff_username}' => $staff->username, '{staff_email}' => $staff->email, '{code}' => $original->code, '{subject}' => $original->subject, '{priority}' => JText::_($priority->name), '{status}' => JText::_($status->name), '{message}' => $this->data['message'], '{department_id}' => $original->department_id, '{department_name}' => JText::_($department->name) ); $email_subject = '[' . $original->code . '] ' . $original->subject; $email_message = str_replace(array_keys($replacements), array_values($replacements), $email->message); $email_message = RSTicketsProHelper::getReplyAbove() . $email_message; $attachments = null; /* * Check if the setting is activated and if there are files * / if ($department->customer_attach_email && $hasFiles) { /* * In case the download type is set to link * we add a list of files to the end of * the email message / if ($department->download_type == 'link') { $files = $this->getTicketMessageAttachments($this->message_id); $email_message .= '<ul>'; foreach ($files as $file) { $url = RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&task=ticket.downloadfile&id=' . $file->id . '&access_code=' . md5($ticket->id . '\|' . $file->id . '\|' . $file->filename)); $email_message .= '<li><a href="' . $url . '">' . $file->filename . '</a></li>'; } $email_message .= '</ul>'; } /* * if the download_type == 'attachment' * we need to populate $attachments var * with the files / else { $attachments = $this->attachments; } } RSTicketsProHelper::sendMail($from, $fromname, $customer->email, $email_subject, $email_message, 1, $attachments, $department->cc, $department->bcc); } } } // this works only for customers // check if notification email address is not empty if (!$isStaff && ($to = RSTicketsProHelper::getConfig('notice_email_address'))) { $to = explode(',', $to); if ($original->staff_id) { $to[] = $original->staff->email; } // take care of duplicates $to = array_unique($to); // check if number of max replies is reached $maxReplies = (int) RSTicketsProHelper::getConfig('notice_max_replies_nr'); $currentReplies = RSTicketsProHelper::getConsecutiveReplies($original->id); if ($maxReplies && $currentReplies == $maxReplies && !$original->staff_id) { if ($email = RSTicketsProHelper::getEmail('notification_max_replies_nr')) { $customer = JFactory::getUser($this->data['user_id']); $ticket_id = $original->id; $replacements = array( '{live_site}' => JUri::root(), '{ticket}' => RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&id=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($original->subject), true, RSTicketsProHelper::getConfig('staff_itemid')), '{customer_name}' => $customer->name, '{customer_username}' => $customer->username, '{customer_email}' => $customer->email, '{code}' => $original->code, '{subject}' => $original->subject, '{priority}' => JText::_($priority->name), '{status}' => JText::_($status->name), '{message}' => $this->data['message'], '{replies}' => $currentReplies, '{department_id}' => $original->department_id, '{department_name}' => JText::_($department->name) ); $email_subject = str_replace(array_keys($replacements), array_values($replacements), $email->subject); $email_message = str_replace(array_keys($replacements), array_values($replacements), $email->message); RSTicketsProHelper::sendMail($from, $fromname, $to, $email_subject, $email_message, 1, null, $department->cc, $department->bcc); } } // check if number of max replies with no staff response is reached $maxReplies = (int) RSTicketsProHelper::getConfig('notice_replies_with_no_response_nr'); if ($maxReplies && $currentReplies == $maxReplies && $original->staff_id) { if ($email = RSTicketsProHelper::getEmail('notification_replies_with_no_response_nr')) { $customer = JFactory::getUser($this->data['user_id']); $staff = &$original->staff; $ticket_id = $original->id; $replacements = array( '{live_site}' => JUri::root(), '{ticket}' => RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&id=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($original->subject), true, RSTicketsProHelper::getConfig('staff_itemid')), '{customer_name}' => $customer->name, '{customer_username}' => $customer->username, '{customer_email}' => $customer->email, '{staff_name}' => $staff->name, '{staff_username}' => $staff->username, '{staff_email}' => $staff->email, '{code}' => $original->code, '{subject}' => $original->subject, '{priority}' => JText::_($priority->name), '{status}' => JText::_($status->name), '{message}' => $this->data['message'], '{replies}' => $currentReplies, '{department_id}' => $original->department_id, '{department_name}' => JText::_($department->name) ); $email_subject = str_replace(array_keys($replacements), array_values($replacements), $email->subject); $email_message = str_replace(array_keys($replacements), array_values($replacements), $email->message); RSTicketsProHelper::sendMail($from, $fromname, $to, $email_subject, $email_message, 1, null, $department->cc, $department->bcc); } } // check if it has restricted words if ($keywords = RSTicketsProHelper::getConfig('notice_not_allowed_keywords')) { $keywords = explode(',', $keywords); $email = RSTicketsProHelper::getEmail('notification_not_allowed_keywords'); if ($email) { $customer = JFactory::getUser($this->data['user_id']); $staff = $original->staff->id ? $original->staff : $ticket->staff; $ticket_id = $original->id; $quotedWords = array(); foreach ($keywords as $word) { $word = trim($word); if (strlen($word)) { $quotedWords[] = preg_quote($word); } } $pattern = '#\b(' . implode('\|', $quotedWords) . ')\b#i'; if (preg_match($pattern, $this->data['message'])) { $replacements = array( '{live_site}' => JUri::root(), '{ticket}' => RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&id=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($original->subject), true, RSTicketsProHelper::getConfig('staff_itemid')), '{customer_name}' => $customer->name, '{customer_username}' => $customer->username, '{customer_email}' => $customer->email, '{staff_name}' => $staff->name, '{staff_username}' => $staff->username, '{staff_email}' => $staff->email, '{code}' => $original->code, '{subject}' => $original->subject, '{priority}' => JText::_($priority->name), '{status}' => JText::_($status->name), '{message}' => preg_replace($pattern, '<b style="color: red">$1</b>', $this->data['message']), '{replies}' => $currentReplies, '{department_id}' => $original->department_id, '{department_name}' => JText::_($department->name) ); $email_subject = str_replace(array_keys($replacements), array_values($replacements), $email->subject); $email_message = str_replace(array_keys($replacements), array_values($replacements), $email->message); RSTicketsProHelper::sendMail($from, $fromname, $to, $email_subject, $email_message, 1, null, $department->cc, $department->bcc); } } } } return true; } public function getMessageId() { return $this->message_id; } public function getTicketId() { return $this->ticket_id; } public function getTicketAttachments($ticketid){ $db = JFactory::getDbo(); $query = $db->getQuery(true); $query->select('') ->from($db->qn('#__rsticketspro_ticket_files')) ->where($db->qn('ticket_id') . ' = ' . $db->q($ticketid)); $db->setQuery($query); return $db->loadObjectList('id'); } public function getTicketMessageAttachments($message_id){ $db = JFactory::getDbo(); $query = $db->getQuery(true); $query->select('*') ->from($db->qn('#__rsticketspro_ticket_files')) ->where($db->qn('ticket_message_id') . ' = ' . $db->q($message_id)); $db->setQuery($query); return $db->loadObjectList('id'); } public static function getTicketTimeState($ticketid) { $db = JFactory::getDbo(); $query = $db->getQuery(true); $query->select($db->qn('start')) ->select($db->qn('end')) ->from($db->qn('#__rsticketspro_timespent')) ->where($db->qn('ticket_id') . ' = ' . $db->q($ticketid)) ->order($db->qn('id') . ' DESC'); $db->setQuery($query, 0, 1); $result = $db->loadObject(); if (empty($result)) { return false; } $time_data = new stdClass(); $time_data->state = false; // return true (started) only when the start is set and the end is not if ($result->start != '0000-00-00 00:00:00' && $result->end == '0000-00-00 00:00:00') { $time_data->state = true; } $time_data->start = $result->start; $time_data->end = $result->end; return $time_data; } }

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