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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;
}
}