Файловый менеджер

Файловый менеджер - Редактировать - /home/lmsyaran/public_html/administrator/components/com_rsticketspro/models/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 RsticketsproModelTicket extends JModelAdmin { public function getTable($type = 'Tickets', $prefix = 'RsticketsproTable', $config = array()) { return parent::getTable($type, $prefix, $config); } public function getForm($data = array(), $loadData = true) { // Get the form. $form = $this->loadForm('com_rsticketspro.ticket', 'ticket', array('control' => 'ticket', 'load_data' => $loadData)); if (empty($form)) { return false; } $ticket = $this->getItem(); $isStaff = $this->isStaff(); $permissions = $this->getStaffPermissions(); $userField = RSTicketsProHelper::getConfig('show_user_info'); if (!$isStaff \|\| !$permissions->update_ticket) { $form->setFieldAttribute('subject', 'type', 'rsticketsprohtml'); $form->setFieldAttribute('subject', 'escape', 'true'); $form->setFieldAttribute('priority_id', 'type', 'rsticketsprohtml'); $form->setFieldAttribute('priority_id', 'escape', 'true'); $form->setValue('priority_id', null, JText::_($ticket->priority->name)); } if (!$isStaff \|\| !$permissions->move_ticket) { $form->setFieldAttribute('department_id', 'type', 'rsticketsprohtml'); $form->setFieldAttribute('department_id', 'escape', 'true'); $form->setValue('department_id', null, JText::_($ticket->department->name)); } if (!$isStaff \|\| !$permissions->change_ticket_status) { $form->setFieldAttribute('status_id', 'type', 'rsticketsprohtml'); $form->setFieldAttribute('status_id', 'escape', 'true'); $form->setValue('status_id', null, JText::_($ticket->status->name)); } if (!$isStaff \|\| !$permissions->assign_tickets) { $form->setFieldAttribute('staff_id', 'type', 'rsticketsprohtml'); $form->setFieldAttribute('staff_id', 'escape', 'true'); $form->setValue('staff_id', null, $ticket->staff_id > 0 ? $ticket->staff->get($userField) : JText::_('RST_UNASSIGNED')); } if (!$isStaff \|\| (!$permissions->add_ticket_customers && !$permissions->add_ticket_staff)) { $form->setFieldAttribute('customer_id', 'type', 'rsticketsprohtml'); $form->setFieldAttribute('customer_id', 'escape', 'true'); $form->setValue('customer_id', null, $ticket->customer->get($userField)); $form->setFieldAttribute('alternative_email', 'type', 'rsticketsprohtml'); $form->setFieldAttribute('alternative_email', 'escape', 'true'); } $form->setValue('date', null, JHtml::_('date', $ticket->date, RSTicketsProHelper::getConfig('date_format'))); if (JFactory::getApplication()->isClient('site')) { $form->setFieldAttribute('search', 'class', 'input-xlarge'); $form->setFieldAttribute('message', 'class', 'input-xlarge'); } return $form; } protected function loadFormData() { $data = array(); if ($item = $this->getItem()) { $data = (array) $item->getProperties(); } $validData = array(); foreach ($data as $k => $v) { if (!is_object($data[$k])) { $validData[$k] = $v; } } // workaround to get the message $data = JFactory::getApplication()->getUserState('com_rsticketspro.edit.ticket.data', null); if (is_array($data) && isset($data['message'])) { $validData['message'] = $data['message']; } return $validData; } public function getTicket($id) { static $cache = array(); if (!isset($cache[$id])) { $table = $this->getTable(); if ($table->load($id)) { $cache[$id] = $table; } else { $cache[$id] = false; } } return $cache[$id]; } public function getTicketMessages($id = null, $nosyslog = false) { if (is_null($id)) { $ticket = $this->getItem(); } else { $ticket = $this->getTicket($id); } $customer_id = $ticket->customer_id; $ticket_id = $ticket->id; $direction = RSTicketsProHelper::getConfig('messages_direction'); $db = JFactory::getDbo(); $app = JFactory::getApplication(); $query = $db->getQuery(true); $query->select('') ->from($db->qn('#__rsticketspro_ticket_messages')) ->where($db->qn('ticket_id') . '=' . $db->q($ticket_id)) ->order($db->qn('date') . ' ' . $db->escape($direction)); if ($nosyslog) { $query->where($db->qn('user_id') . ' <> ' . $db->q('-1')); } $db->setQuery($query); $messages = $db->loadObjectList('id'); if ($app->isClient('administrator')) { $pattern = '/src=[\'"]?([^\'" >]+)[\'" >]/'; foreach ($messages as $mid => $message) { if (preg_match_all($pattern, $message->message, $matches)) { if (!empty($matches[1])) { foreach ($matches[1] as $i => $image) { if (strpos($image, 'viewinline') !== false) { $new_image = str_replace(JUri::root(), JUri::root() . 'administrator/', $image); $messages[$mid]->message = str_replace($matches[1][$i], $new_image, $messages[$mid]->message); } } } } } } $query->clear(); $query->select('') ->from($db->qn('#__rsticketspro_ticket_files')) ->where($db->qn('ticket_id') . '=' . $db->q($ticket_id)); $db->setQuery($query); if ($files = $db->loadObjectList()) { foreach ($files as $file) { $message_id = $file->ticket_message_id; if (!empty($messages[$message_id])) { $message = &$messages[$message_id]; // add the file to the array if (!isset($message->files)) { $message->files = array(); } $message->files[] = $file; } } } return $messages; } public function getItem($pk = null) { $id = $this->getId(); return $this->getTicket($id); } protected function getUser() { return JFactory::getUser(); } public function isGuest() { $user = $this->getUser(); return $user->get('guest'); } public function getIsStaff() { return $this->isStaff(); } public function isStaff() { static $result; if (is_null($result)) { $user = $this->getUser(); $result = RSTicketsProHelper::isStaff($user->get('id')); } return $result; } public function canDeleteTimeTracking() { static $result; if (is_null($result)) { $user = $this->getUser(); $result = RSTicketsProHelper::canDeleteTimeTracking($user->get('id')); } return $result; } public function getTimeTrackingDeleteStatus() { return $this->canDeleteTimeTracking(); } public function canDeleteOwnTimeTracking($ticket_id, $entry_id) { static $result = array(); $hash = md5($ticket_id.$entry_id); if (!isset($result[$hash])) { $user = $this->getUser(); $option = RSTicketsProHelper::canDeleteTimeTracking($user->get('id'), 'can_delete_own_time_history'); if($option && $this->checkIfExistsTimeSpentEntry($ticket_id, $entry_id, $user->get('id'))) { $result[$hash] = true; } else { $result[$hash] = false; } } return $result[$hash]; } public function getStaffDepartments() { static $departments; if (is_null($departments)) { $departments = RSTicketsProHelper::getCurrentDepartments(); } return $departments; } public function getStaffPermissions() { static $permissions; if (is_null($permissions)) { $permissions = RSTicketsProHelper::getCurrentPermissions(); } return $permissions; } // @int $id - the id of the ticket // @returns true on success public function hasPermission($id) { $user = $this->getUser(); $is_staff = $this->isStaff(); $departments = $this->getStaffDepartments(); $permissions = $this->getStaffPermissions(); if ($ticket = $this->getTicket($id)) { // found a ticket // staff members if ($is_staff) { // staff - check if belongs to department only if he is not the customer if ($ticket->customer_id != $user->get('id') && !in_array($ticket->department_id, $departments)) { $this->setError(JText::_('RST_STAFF_CANNOT_VIEW_TICKET')); return false; } // check if department can be seen by this staff member if (RSTicketsProHelper::getConfig('staff_force_departments') && !in_array($ticket->department_id, $departments)) { $this->setError(JText::_('RST_STAFF_CANNOT_VIEW_TICKET')); return false; } // is this ticket unassigned? if (!$permissions->see_unassigned_tickets && !$ticket->staff_id) { $this->setError(JText::_('RST_STAFF_CANNOT_VIEW_TICKET')); return false; } // does this ticket belong to another staff member? if (!$permissions->see_other_tickets && $ticket->staff_id > 0 && $ticket->staff_id != $user->get('id')) { $this->setError(JText::_('RST_STAFF_CANNOT_VIEW_TICKET')); return false; } } else { // customers if ($ticket->customer_id != $user->get('id')) { $this->setError(JText::_('RST_CUSTOMER_CANNOT_VIEW_TICKET')); return false; } } return true; } return false; } public function hasDownloadPermission($access_code, $file_id, $ticket_id) { if (!$access_code \|\| strlen($access_code) != 32) { return false; } require_once JPATH_ADMINISTRATOR . '/components/com_rsticketspro/helpers/ticket.php'; $helper = new RSTicketsProTicketHelper; $files = $helper->getTicketAttachments($ticket_id); if (empty($files[$file_id])) { return false; } $hash = md5($ticket_id . '\|' . $files[$file_id]->id . '\|' . $files[$file_id]->filename); return $hash === $access_code; } public function setFlag($id, $flagged) { if ($ticket = $this->getTicket($id)) { $object = (object) array( 'id' => $id, 'flagged' => $flagged ); return JFactory::getDbo()->updateObject('#__rsticketspro_tickets', $object, array('id')); } return false; } public function delete(&$id) { if ($ticket = $this->getTicket($id)) { return $ticket->delete($id); } return false; } public function notify($id) { // set the interval static $interval; if (is_null($interval)) { $interval = RSTicketsProHelper::getConfig('autoclose_email_interval') 86400; if ($interval < 86400) { $interval = 86400; } } // get the date $date = JFactory::getDate(); if ($ticket = $this->getTicket($id)) { $last_reply = JFactory::getDate($ticket->last_reply)->toUnix(); if ($ticket->last_reply_customer \|\| $ticket->autoclose_sent \|\| $last_reply + $interval > $date->toUnix()) { return false; } $overdue = floor(($date->toUnix() - $last_reply) / 86400); $closed = RSTicketsProHelper::getConfig('autoclose_interval'); // get email sending settings static $emailConfig = array(); if (!isset($emailConfig[$ticket->department_id])) { if (RSTicketsProHelper::getConfig('email_use_global')) { // are we using global Joomla! config ? $config = new JConfig(); $emailConfig['from'] = $config->mailfrom; $emailConfig['fromName'] = $config->fromname; } else { // this means we are using the RSTickets! Pro config $emailConfig['from'] = RSTicketsProHelper::getConfig('email_address'); $emailConfig['fromName'] = RSTicketsProHelper::getConfig('email_address_fullname'); } // let's see if the department has different settings $department = $this->getTable('Departments'); $department->load($ticket->department_id); if (!$department->email_use_global) { $emailConfig['from'] = $department->email_address; $emailConfig['fromName'] = $department->email_address_fullname; } } if ($email = RSTicketsProHelper::getEmail('notification_email')) { $replacements = array( '{live_site}' => JUri::root(), '{ticket}' => RSTicketsProHelper::route(JUri::root() . 'index.php?option=com_rsticketspro&view=ticket&cid=' . $ticket->id . ':' . JFilterOutput::stringURLSafe($ticket->subject)), '{customer_name}' => $ticket->customer->get('name'), '{customer_username}' => $ticket->customer->get('username'), '{customer_email}' => $ticket->customer->get('email'), '{staff_name}' => $ticket->staff->get('name'), '{staff_username}' => $ticket->staff->get('username'), '{staff_email}' => $ticket->staff->get('email'), '{code}' => $ticket->code, '{subject}' => $ticket->subject, '{priority}' => JText::_($ticket->priority->name), '{status}' => JText::_($ticket->status->name), '{inactive_interval}' => $overdue, '{close_interval}' => $closed ); $email_subject = str_replace(array_keys($replacements), array_values($replacements), $email->subject); $email_message = str_replace(array_keys($replacements), array_values($replacements), $email->message); // send the notification message RSTicketsProHelper::sendMail($emailConfig['from'], $emailConfig['fromName'], $ticket->customer->get('email'), $email_subject, $email_message, 1); } // the autoclose has been sent, mark it in the db $object = (object) array( 'id' => $ticket->id, 'autoclose_sent' => $date->toUnix() ); JFactory::getDbo()->updateObject('#__rsticketspro_tickets', $object, array('id')); RSTicketsProHelper::addHistory($ticket->id, 'notify'); return true; } } public function getTicketTimeSpentIntervals($ticket_id = null) { if (empty($ticket_id)) { $ticket = $this->getItem(); $ticket_id = $ticket->id; } // if the ticket_id is still not found return null if (empty($ticket_id)) { return array(); } $db = JFactory::getDbo(); $query = $db->getQuery(true); $query->select($db->qn('start')) ->select($db->qn('end')) ->select($db->qn('staff_id')) ->select($db->qn('id')) ->from($db->qn('#__rsticketspro_timespent')) ->where($db->qn('ticket_id') . ' = ' . $db->q($ticket_id)); $db->setQuery($query); if ($intervals = $db->loadObjectList()) { // calculate the duration foreach ($intervals as $interval) { if ($interval->end == '0000-00-00 00:00:00') { $interval->duration = '0'; } else { $int_start = JFactory::getDate($interval->start); $int_end = JFactory::getDate($interval->end); $int_start = $int_start->getTimestamp(); $int_end = $int_end->getTimestamp(); $duration = $int_end - $int_start; $interval->duration = $duration; } if(!empty($interval->staff_id)) { $interval->staff_member = $this->getUsername($interval->staff_id); } $interval->can_delete = $this->canDeleteOwnTimeTracking($ticket_id, $interval->id) \|\| $this->canDeleteTimeTracking(); } return $intervals; } return array(); } public function checkIfExistsTimeSpentEntry($ticket_id, $entry_id, $staff_id = null) { $db = JFactory::getDbo(); $query = $db->getQuery(true); $query->select('COUNT()') ->from($db->qn('#__rsticketspro_timespent')) ->where($db->qn('ticket_id') . ' = ' . $db->q($ticket_id)) ->where($db->qn('id') . ' = ' . $db->q($entry_id)); if (!is_null($staff_id)) { $query->where($db->qn('staff_id') . ' = ' . $db->q($staff_id)); } $db->setQuery($query); $exists = $db->loadResult(); return !empty($exists); } protected function getUsername($id) { static $names = array(); if (!isset($names[$id])) { $user = JFactory::getUser($id); if ($user && !$user->get('guest')) { $names[$id] = $user->get('name'); } else { $names[$id] = ''; } } return $names[$id]; } public function clearTimeTracking($ticket_id = null, $id = null) { if (empty($ticket_id)) { return; } $db = JFactory::getDbo(); $query = $db->getQuery(true); $query->delete($db->qn('#__rsticketspro_timespent')) ->where($db->qn('ticket_id') . ' = ' . $db->q($ticket_id)) ->where($db->qn('end') . ' != ' . $db->q('0000-00-00 00:00:00')); if (!empty($id)) { $query->where($db->qn('id') . ' = ' . $db->q($id)); } $db->setQuery($query); $db->execute(); // update time_spent for the list view if (!empty($id)) { $this->remakeTimeSpent($ticket_id, true); } else { $object = (object) array( 'id' => $ticket_id, 'time_spent' => 0 ); JFactory::getDbo()->updateObject('#__rsticketspro_tickets', $object, array('id')); } } public function toggleTime($ticket_id, $state) { $isStaff = $this->isStaff(); $enableTimeSpent = RSTicketsProHelper::getConfig('enable_time_spent'); if ($isStaff && $enableTimeSpent) { $db = JFactory::getDbo(); if ($state) { $object = (object) array( 'staff_id' => $this->getUser()->id, 'ticket_id' => $ticket_id, 'start' => JFactory::getDate('now')->toSql(), 'end' => $db->getNullDate() ); $db->insertObject('#__rsticketspro_timespent', $object, 'id'); } else { $query = $db->getQuery(true) ->update($db->qn('#__rsticketspro_timespent')) ->set($db->qn('end') . ' = ' . $db->q(JFactory::getDate('now')->toSql())) ->where($db->qn('ticket_id') . ' = ' . $db->q($ticket_id)) ->where($db->qn('start') . ' != ' . $db->q($db->getNullDate())) ->where($db->qn('end') . ' = ' . $db->q($db->getNullDate())); $db->setQuery($query); $db->execute(); // update time spent on the ticket based on all the start/stop entries, only when the state is set to stop (0) if ($db->getAffectedRows()) { $this->remakeTimeSpent($ticket_id); } } return true; } return false; } protected function remakeTimeSpent($ticket_id, $force_zero = false){ $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') . ' = ' . $db->q($ticket_id)); $db->setQuery($query); if ($intervals = $db->loadObjectList()) { // hold all the seconds $total_time_sec = 0; foreach ($intervals as $interval) { $int_start = JFactory::getDate($interval->start); $int_end = JFactory::getDate($interval->end); $int_start = $int_start->getTimestamp(); $int_end = $int_end->getTimestamp(); $diff = $int_end - $int_start; $total_time_sec += $diff; } if ($total_time_sec > 0) { $hours = ($total_time_sec / 60) / 60; $hours = round($hours); $minutes = ($total_time_sec / 60) % 60 ; $minutes = round($minutes); // 1.3 h (1 hour and 30 minutes) is not as 1.03 h (1 hour and 3 minutes) if ($minutes < 10) { $minutes = '0'.$minutes; } $total_time = (float) ($hours.'.'.$minutes); $object = (object) array( 'id' => $ticket_id, 'time_spent' => $total_time ); JFactory::getDbo()->updateObject('#__rsticketspro_tickets', $object, array('id')); } } else if ($force_zero) { $object = (object) array( 'id' => $ticket_id, 'time_spent' => 0 ); JFactory::getDbo()->updateObject('#__rsticketspro_tickets', $object, array('id')); } } public function getTicketSections() { $isStaff = $this->isStaff(); $sections = array(); $sections['messages'] = JText::_('RST_TICKET_MESSAGES'); $sections['info'] = JText::_('RST_TICKET_INFORMATION'); $enableTimeSpent = RSTicketsProHelper::getConfig('enable_time_spent'); $showInfo = RSTicketsProHelper::getConfig('show_ticket_info'); if ($isStaff && $enableTimeSpent) { $sections['time'] = JText::_('RST_TIME_SPENT'); } if ($isStaff && $showInfo) { $sections['submitter'] = JText::_('RST_SUBMITTER_INFORMATION'); } $sections['custom_fields'] = JText::_('RST_TICKET_CUSTOM_FIELDS'); if ($isStaff) { $sections['history'] = JText::_('RST_TICKET_HISTORY'); } return $sections; } public function getOtherTickets() { $ticket = $this->getItem(); $customer_id = $ticket->customer_id; $ticket_id = $ticket->id; $db = JFactory::getDbo(); $query = $db->getQuery(true); $query->select($db->qn('t.id')) ->select($db->qn('t.subject')) ->select($db->qn('t.replies')) ->select($db->qn('t.code')) ->select($db->qn('t.date')) ->select($db->qn('s.name', 'status_name')) ->from($db->qn('#__rsticketspro_tickets', 't')) ->join('left', $db->qn('#__rsticketspro_statuses', 's') . ' ON (' . $db->qn('t.status_id') . '=' . $db->qn('s.id') . ')') ->where($db->qn('t.id') . '!=' . $db->q($ticket_id)) ->where($db->qn('t.customer_id') . '=' . $db->q($customer_id)) ->order($db->qn('date') . ' ' . $db->escape('desc')); $db->setQuery($query); return $db->loadObjectList(); } public function getDepartment() { // get model $model = $this->getInstance('Submit', 'RsticketsproModel', array( 'option' => 'com_rsticketspro', 'table_path' => JPATH_ADMINISTRATOR . '/components/com_rsticketspro/tables' )); $departments = $model->getDepartments(); $ticket = $this->getItem(); return $departments[$ticket->department_id]; } public function getDepartments() { $db = JFactory::getDbo(); $query = $db->getQuery(true); $options = array(); $query->select($db->qn('id')) ->select($db->qn('name')) ->from('#__rsticketspro_departments') ->where($db->qn('published') . '=' . $db->q(1)) ->order($db->qn('ordering') . ' ' . $db->escape('asc')); $db->setQuery($query); if ($departments = $db->loadObjectList()) { foreach ($departments as $department) { $tmp = JHtml::_('select.option', $department->id, JText::_($department->name)); // Add the option object to the result set. $options[] = $tmp; } } return $options; } public function getStatuses() { $db = JFactory::getDbo(); $query = $db->getQuery(true); $options = array(); $query->select($db->qn('id')) ->select($db->qn('name')) ->from('#__rsticketspro_statuses') ->where($db->qn('published') . '=' . $db->q(1)) ->order($db->qn('ordering') . ' ' . $db->escape('asc')); $db->setQuery($query); if ($statuses = $db->loadObjectList()) { foreach ($statuses as $status) { $tmp = JHtml::_('select.option', $status->id, JText::_($status->name)); // Add the option object to the result set. $options[] = $tmp; } } return $options; } public function getPriorities() { $db = JFactory::getDbo(); $query = $db->getQuery(true); $options = array(); $query->select($db->qn('id')) ->select($db->qn('name')) ->from('#__rsticketspro_priorities') ->where($db->qn('published') . '=' . $db->q(1)) ->order($db->qn('ordering') . ' ' . $db->escape('asc')); $db->setQuery($query); if ($priorities = $db->loadObjectList()) { foreach ($priorities as $priority) { $tmp = JHtml::_('select.option', $priority->id, JText::_($priority->name)); // Add the option object to the result set. $options[] = $tmp; } } return $options; } public function updateFields($id, $fields) { $db = $this->getDbo(); $query = $db->getQuery(true); $ticket = $this->getTicket($id); foreach ($fields as $field => $value) { // convert arrays to strings if (is_array($value)) { $value = implode("\n", $value); } // get field id $query->select($db->qn('id')) ->from($db->qn('#__rsticketspro_custom_fields')) ->where($db->qn('name') . '=' . $db->q($field)) ->where($db->qn('department_id') . '=' . $db->q($ticket->department_id)) ->where($db->qn('published') . '=' . $db->q(1)); $db->setQuery($query); if ($field_id = $db->loadResult()) { $query->clear(); $query->select($db->qn('id')) ->from($db->qn('#__rsticketspro_custom_fields_values')) ->where($db->qn('custom_field_id') . '=' . $db->q($field_id)) ->where($db->qn('ticket_id') . '=' . $db->q($id)); $db->setQuery($query); $value_id = $db->loadResult(); $table = JTable::getInstance('Customfieldsvalues', 'RsticketsproTable'); $table->save(array( 'id' => $value_id, 'custom_field_id' => $field_id, 'ticket_id' => $id, 'value' => $value )); } $query->clear(); } } public function updateInfo($id, $data) { // bind id to data array $data['id'] = $id; // get db object $db = $this->getDbo(); // original ticket $original = $this->getTicket($id); if (empty($data['department_id'])) { $data['department_id'] = $original->department_id; } // department has changed if (!empty($data['department_id']) && $data['department_id'] != $original->department_id) { // generate new code based on department require_once JPATH_ADMINISTRATOR . '/components/com_rsticketspro/helpers/ticket.php'; $data['code'] = RSTicketsProTicketHelper::generateCode($data['department_id']); // update custom fields if they match the ones of the new department $query = $db->getQuery(true); $query->select($db->qn('v.custom_field_id')) ->select($db->qn('v.value')) ->select($db->qn('cf.type')) ->select($db->qn('cf.name')) ->from($db->qn('#__rsticketspro_custom_fields_values', 'v')) ->join('left', $db->qn('#__rsticketspro_custom_fields', 'cf') . ' ON (' . $db->qn('cf.id') . '=' . $db->qn('v.custom_field_id') . ')') ->where($db->qn('v.ticket_id') . '=' . $db->q($id)) ->where($db->qn('cf.published') . '=' . $db->q(1)); $db->setQuery($query); if ($currentFields = $this->_db->loadObjectList()) { foreach ($currentFields as $field) { // check if there's a field that matches $query = $db->getQuery(true); $query->select($db->qn('id')) ->from($db->qn('#__rsticketspro_custom_fields')) ->where($db->qn('department_id') . '=' . $db->q($data['department_id'])) ->where($db->qn('name') . ' LIKE ' . $db->q($field->name)) ->where($db->qn('published') . '=' . $db->q(1)); $db->setQuery($query); // found a field with the same name if ($found = $db->loadObject()) { $query = $db->getQuery(true); $query->select($db->qn('id')) ->from($db->qn('#__rsticketspro_custom_fields_values')) ->where($db->qn('custom_field_id') . '=' . $db->q($found->id)) ->where($db->qn('ticket_id') . '=' . $db->q($id)); $db->setQuery($query); // did not find a duplicate if (!$db->loadResult()) { // add the new value $value = JTable::getInstance('Customfieldsvalues', 'RsticketsproTable'); $value->save(array( 'custom_field_id' => $found->id, 'ticket_id' => $id, 'value' => $field->value )); } } } } // If assigned staff does not have access to this new department, set it as unassigned if ($original->staff_id > 0 && !$this->staffHasAccessToDepartment($original->staff_id, $data['department_id'])) { // If we change the department & staff member at the same time, make sure the new staff member has access if (!empty($data['staff_id'])) { if (!$this->staffHasAccessToDepartment($data['staff_id'], $data['department_id'])) { $data['staff_id'] = 0; } } else { $data['staff_id'] = 0; } } // send email to the staff member that gets assigned this ticket require_once JPATH_ADMINISTRATOR . '/components/com_rsticketspro/helpers/emails.php'; RSTicketsProEmailsHelper::sendEmail('notification_department_change', array( 'ticket' => $original, 'department_id' => $original->department_id, 'to' => $data['department_id'], 'code' => $data['code'] )); RSTicketsProHelper::saveSystemMessage($id, array( 'type' => 'department', 'from' => $original->department_id, 'to' => $data['department_id'], )); } // staff member has changed if (isset($data['staff_id']) && $data['staff_id'] != $original->staff_id) { RSTicketsProHelper::saveSystemMessage($id, array( 'type' => 'staff', 'from' => $original->staff_id, 'to' => $data['staff_id'], )); } if (!empty($data['staff_id']) && $data['staff_id'] != $original->staff_id) { if (!$this->staffHasAccessToDepartment($data['staff_id'], $data['department_id'])) { unset($data['staff_id']); JFactory::getApplication()->enqueueMessage(JText::sprintf('RST_COULD_NOT_CHANGE_STAFF_MEMBER_DOES_NOT_BELONG_TO_TICKET_DEPARTMENT', $original->code), 'warning'); } else { // get department $department = RSTicketsProHelper::getDepartment($data['department_id']); if ($department->notify_assign) { // bind new data $original->bind($data); // send email to the staff member that gets assigned this ticket require_once JPATH_ADMINISTRATOR . '/components/com_rsticketspro/helpers/emails.php'; RSTicketsProEmailsHelper::sendEmail('add_ticket_staff', array( 'ticket' => $original, 'department_id' => $department->id )); } } } if (isset($data['status_id']) && $data['status_id'] != $original->status_id) { // add in History if ($data['status_id'] == RST_STATUS_OPEN) { RSTicketsProHelper::addHistory($id, 'reopen'); } elseif ($data['status_id'] == RST_STATUS_CLOSED) { $db = $this->getDbo(); $query = $db->getQuery(true); $query->clear() ->update($db->qn('#__rsticketspro_tickets')) ->set($db->qn('closed') . ' = ' . $db->q(JFactory::getDate()->toSql())) ->where($db->qn('id') . ' = ' . $db->q($id)); $db->setQuery($query); $db->execute(); RSTicketsProHelper::addHistory($id, 'close'); } elseif ($data['status_id'] == RST_STATUS_ON_HOLD) { RSTicketsProHelper::addHistory($id, 'onhold'); } // If we've re-opened this ticket, don't close it again. if ($original->status_id == RST_STATUS_CLOSED) { $data['autoclose_sent'] = 0; } RSTicketsProHelper::saveSystemMessage($id, array( 'type' => 'status', 'from' => $original->status_id, 'to' => $data['status_id'] )); } if (isset($data['priority_id']) && $data['priority_id'] != $original->priority_id) { RSTicketsProHelper::saveSystemMessage($id, array( 'type' => 'priority', 'from' => $original->priority_id, 'to' => $data['priority_id'] )); } // validate the provided alternative email address if any if (!empty($data['alternative_email'])) { // remove any whitespaces $data['alternative_email'] = trim($data['alternative_email']); if (strlen($data['alternative_email']) > 0 && !JMailHelper::isEmailAddress($data['alternative_email'])) { unset($data['alternative_email']); } } $ticket = $this->getTable(); $ticket->save($data); } protected function staffHasAccessToDepartment($user_id, $department_id) { static $cache; if (!is_array($cache)) { $cache = array(); $db = $this->getDbo(); $query = $db->getQuery(true) ->select('') ->from($db->qn('#__rsticketspro_staff_to_department')); if ($results = $db->setQuery($query)->loadObjectList()) { foreach ($results as $result) { if (!isset($cache[$result->user_id])) { $cache[$result->user_id] = array(); } $cache[$result->user_id][] = $result->department_id; } } } if (!isset($cache[$user_id])) { return false; } return in_array($department_id, $cache[$user_id]); } public function reply($id, $data, $files) { $model = $this->getInstance('Submit', 'RsticketsproModel'); $departments = $model->getDepartments(); $ticket = $this->getTicket($id); $department = $departments[$ticket->department_id]; $data['files'] = array(); // let's validate files if the department allows uploads for this user if ($department->upload) { // too many files if ($department->upload_files > 0 && count($files) > $department->upload_files) { $files = array_slice($files, 0, $department->upload_files); } $upload_extensions = explode(', ', $department->upload_extensions); foreach ($files as $file) { if ($file['error'] == UPLOAD_ERR_NO_FILE) { continue; } if ($file['error'] != UPLOAD_ERR_OK) { switch ($file['error']) { default: $msg = 'RST_TICKET_UPLOAD_ERROR'; break; case UPLOAD_ERR_INI_SIZE: $msg = 'RST_TICKET_UPLOAD_ERROR_INI_SIZE'; break; case UPLOAD_ERR_FORM_SIZE: $msg = 'RST_TICKET_UPLOAD_ERROR_FORM_SIZE'; break; case UPLOAD_ERR_PARTIAL: $msg = 'RST_TICKET_UPLOAD_ERROR_PARTIAL'; break; case UPLOAD_ERR_NO_TMP_DIR: $msg = 'RST_TICKET_UPLOAD_ERROR_NO_TMP_DIR'; break; case UPLOAD_ERR_CANT_WRITE: $msg = 'RST_TICKET_UPLOAD_ERROR_CANT_WRITE'; break; case UPLOAD_ERR_EXTENSION: $msg = 'RST_TICKET_UPLOAD_ERROR_PHP_EXTENSION'; break; } $this->setError(JText::sprintf($msg, $file['name'])); return false; } // is this an allowed extension? if (!RSTicketsProHelper::isAllowedExtension(RSTicketsProHelper::getExtension($file['name']), $upload_extensions)) { $this->setError(JText::sprintf('RST_TICKET_UPLOAD_EXTENSION_ERROR', $file['name'], $department->upload_extensions)); return false; } // check file size if ($department->upload_size > 0 && $file['size'] > $department->upload_size * 1048576) { $this->setError(JText::sprintf('RST_TICKET_UPLOAD_SIZE_ERROR', $file['name'], $department->upload_size)); return; } $data['files'][] = array( 'src' => 'upload', 'tmp_name' => $file['tmp_name'], 'name' => $file['name'] ); } } // must write a message if (empty($data['message'])) { $this->setError(JText::_('RST_TICKET_REPLY_ERROR')); return false; } // Need to check consent if (RSTicketsProHelper::getConfig('forms_consent') && empty($data['consent'])) { $this->setError(JText::_('COM_RSTICKETSPRO_CONSENT_IS_NEEDED_TO_SUBMIT_THIS_FORM')); return false; } require_once JPATH_ADMINISTRATOR . '/components/com_rsticketspro/helpers/ticket.php'; // trigger event after saving the reply RSTicketsProHelper::trigger('onBeforeStoreTicketReply', array($data)); $ticket = new RSTicketsProTicketHelper(); $ticket->bind($data); if (!$ticket->saveMessage()) { $this->setError($ticket->getError()); return false; } // trigger event after saving the reply RSTicketsProHelper::trigger('onAfterStoreTicketReply', array($data)); return true; } public function setRating($id, $rating) { if ($rating > 5) { $rating = 5; } if ($rating < 1) { $rating = 1; } // original ticket $object = (object) array( 'id' => $id, 'feedback' => $rating ); JFactory::getDbo()->updateObject('#__rsticketspro_tickets', $object, array('id')); } public function isConvertedToKB($id) { $db = JFactory::getDbo(); $query = $db->getQuery(true); $query->select('*') ->from($db->qn('#__rsticketspro_kb_content')) ->where($db->qn('from_ticket_id') . '=' . $db->q($id)); $db->setQuery($query); return $db->loadObject(); } public function getIsPrint() { return JFactory::getApplication()->input->getInt('print'); } public function getRSTabs() { return new RsticketsproAdapterTabs('com-rsticketspro-ticket'); } public function getRSAccordion() { require_once JPATH_ADMINISTRATOR . '/components/com_rsticketspro/helpers/adapters/accordion.php'; $tabs = new RSAccordion('com-rsticketspro-ticket'); return $tabs; } public function getRSPlain() { $plain = new RsticketsproAdapterPlain('com-rsticketspro-ticket'); return $plain; } protected function getId() { $input = JFactory::getApplication()->input; $id = $input->getInt('id', 0); $cid = $input->getInt('cid', 0); if (!empty($cid) && empty($id)) { return $cid; } return $id; } }

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