Example #1
0
function createTicketByWebService($xml)
{
    global $logFilePath;
    try {
        if (!empty($xml)) {
            $nodes = $xml->xpath('/contacts/contact');
        } else {
            logErrors("The xml file can not be loaded ");
        }
        for ($i = 0; $i < count($nodes); $i++) {
            // echo json_encode($nodes[$i]);
            $data = array();
            // $data['recipients'] = array();
            $data['subject'] = removeLineBreaker($nodes[$i]->title);
            if (empty(removeLineBreaker($nodes[$i]->title))) {
                if (!empty(removeLineBreaker($nodes[$i]->crmsubject2_text))) {
                    $data['subject'] = removeLineBreaker($nodes[$i]->crmsubject2_text);
                } else {
                    $data['subject'] = "no title";
                }
            }
            $data['header'] = "";
            // $data['mid'] = 1;
            $data['source'] = "Web";
            $data['topicId'] = 2;
            $data['priorityId'] = 2;
            $data['crm_contact_id'] = $nodes[$i]->attributes()->id;
            // $data['flags'] = new ArrayObject();
            $data['email'] = trim(removeLineBreaker($nodes[$i]->email));
            if (empty($data['email'])) {
                $data['email'] = "*****@*****.**";
            }
            $data['phone'] = removeLineBreaker($nodes[$i]->phone);
            if (empty($data['phone'])) {
                $data['phone'] = "";
            }
            $data['name'] = trim(removeLineBreaker($nodes[$i]->name));
            if (empty($data['name'])) {
                $data['name'] = "Anonymous User";
            }
            $data['orderNumber'] = trim(removeLineBreaker($nodes[$i]->ordernumber));
            $data['ordernumber'] = trim(removeLineBreaker($nodes[$i]->ordernumber));
            $data['filenumber'] = trim(removeLineBreaker($nodes[$i]->filenumber));
            $data['cvr'] = trim(removeLineBreaker($nodes[$i]->cvr));
            $data['CVR'] = trim(removeLineBreaker($nodes[$i]->cvr));
            $data['message'] = removeLineBreaker($nodes[$i]->content);
            $data['companyName'] = removeLineBreaker($nodes[$i]->companyname);
            $data['company'] = removeLineBreaker($nodes[$i]->companyname);
            $data['business_form_id'] = removeLineBreaker($nodes[$i]->business_form_id);
            $data['activityCode'] = removeLineBreaker($nodes[$i]->activitycode);
            $data['activityDescription'] = removeLineBreaker($nodes[$i]->activitydescription);
            $data['useragent'] = removeLineBreaker($nodes[$i]->useragent);
            $crmsubject1_id = trim(removeLineBreaker($nodes[$i]->crmsubject_id));
            if (is_numeric($crmsubject1_id)) {
                $data['CRM_filter_subject1'] = removeLineBreaker($nodes[$i]->crmsubject_text);
                $data['crmsubject1_id'] = intval($crmsubject1_id);
                $data['crmsubject1_text'] = removeLineBreaker($nodes[$i]->crmsubject_text);
            } else {
                die("crmsubject1_id is not numeric");
            }
            $crmsubject2_id = trim(removeLineBreaker($nodes[$i]->crmsubject2_id));
            if (is_numeric($crmsubject2_id)) {
                $data['CRM_filter_subject2'] = removeLineBreaker($nodes[$i]->crmsubject2_text);
                $data['crmsubject2_id'] = intval($crmsubject2_id);
                $data['crmsubject2_text'] = removeLineBreaker($nodes[$i]->crmsubject2_text);
            } else {
                die("crmsubject2_id is not numeric");
            }
            // $data['flags']['bounce'] = true;
            $user = null;
            $acct = null;
            if (!$user && $data['email']) {
                $user = User::lookupByEmail($data['email']);
            }
            if (!$user) {
                $user_form = UserForm::getUserForm()->getForm($data);
                if (!($user = User::fromVars($user_form->getClean()))) {
                    echo 'Unable to register account.';
                }
                if (!($acct = ClientAccount::createForUser($user))) {
                    echo 'Internal error. Unable to create new account';
                }
            }
            $fileContent = $nodes[$i]->files->file;
            $data['fileContent'] = $fileContent;
            $tform = TicketForm::objects()->one()->getForm();
            $messageField = $tform->getField('message');
            $fileField = $messageField->getWidget()->getAttachments();
            for ($j = 0; $j < count($fileContent); $j++) {
                $fileId = $fileContent[$j]->attributes()->id;
                $file['name'] = $fileContent[$j]->name;
                $file['type'] = $fileContent[$j]->mime;
                $file['encoding'] = 'base64';
                // $file['cid'] = false;
                $url = "https://w2l.dk" . $fileContent[$j]->url;
                // logErrors("A test");
                // $url = $fileContent[$j]->url;
                // $file['data'] = base64_encode(file_get_contents($url));
                if ($file['data'] = getFileContentsSSL($url)) {
                    $timestamp = date("Y-m-d_H:i:s");
                    // if(!file_put_contents(CLIENTINC_DIR.'erstFile/'.$timestamp.$file['name'], $file['data']))
                    //     logErrors("not able to store the file");
                    try {
                        $storeCRMFile = "/var/www/html/erstFile/" . $timestamp . $file['name'];
                        echo $storeCRMFile;
                        file_put_contents("/var/www/html/erstFile/" . $timestamp . $file['name'], $file['data']);
                    } catch (Exception $e) {
                        logErrors('Caught exception: ', $e->getMessage(), "\n");
                    }
                } else {
                    logErrors("The file url is not valid");
                }
                // try {
                //     $file['id'] = $fileField->uploadAttachment($file);
                // }
                // catch (FileUploadError $ex) {
                //     $file['error'] = $file['name'] . ': ' . $ex->getMessage();
                //     echo $file['error'];
                // }
                $data['attachments'][] = $file;
                // echo $file['data'];
                // echo "<br/>";
            }
            // echo "22222";
            // echo json_encode($data);
            if (Ticket::lookupForContactId($data['crm_contact_id'])) {
                $api = new TicketApiController();
                $api->createTicket($data);
                echo "ticket has been generated successfully <br/>";
                if (DELETE_ERST_SERVICE_QUEUE) {
                    deleteContactsFromQueue($data['crm_contact_id']);
                } else {
                    logErrors("please go to include/ost-config to make the DELETE_ERST_SERVICE_QUEUE to true");
                }
            } else {
                logErrors("ticket with id " . $data['crm_contact_id'] . " has already exists");
            }
        }
    } catch (Exception $e) {
        echo 'Caught exception: ', $e->getMessage(), "\n";
    }
}
Example #2
0
 static function create($vars, &$errors, $origin, $autorespond = true, $alertstaff = true)
 {
     global $ost, $cfg, $thisclient, $_FILES;
     // Don't enforce form validation for email
     $field_filter = function ($type) use($origin) {
         return function ($f) use($origin, $type) {
             // Ultimately, only offer validation errors for web for
             // non-internal fields. For email, no validation can be
             // performed. For other origins, validate as usual
             switch (strtolower($origin)) {
                 case 'email':
                     return false;
                 case 'staff':
                     // Required 'Contact Information' fields aren't required
                     // when staff open tickets
                     return $type != 'user' || in_array($f->get('name'), array('name', 'email'));
                 case 'web':
                     return !$f->get('private');
                 default:
                     return true;
             }
         };
     };
     $reject_ticket = function ($message) use(&$errors) {
         global $ost;
         $errors = array('errno' => 403, 'err' => __('This help desk is for use by authorized users only'));
         $ost->logWarning(_S('Ticket Denied'), $message, false);
         return 0;
     };
     Signal::send('ticket.create.before', null, $vars);
     // Create and verify the dynamic form entry for the new ticket
     $form = TicketForm::getNewInstance();
     $form->setSource($vars);
     // If submitting via email or api, ensure we have a subject and such
     if (!in_array(strtolower($origin), array('web', 'staff'))) {
         foreach ($form->getFields() as $field) {
             $fname = $field->get('name');
             if ($fname && isset($vars[$fname]) && !$field->value) {
                 $field->value = $field->parse($vars[$fname]);
             }
         }
     }
     if (!$form->isValid($field_filter('ticket'))) {
         $errors += $form->errors();
     }
     if ($vars['uid']) {
         $user = User::lookup($vars['uid']);
     }
     $id = 0;
     $fields = array();
     $fields['message'] = array('type' => '*', 'required' => 1, 'error' => __('Message content is required'));
     switch (strtolower($origin)) {
         case 'web':
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => __('Select a help topic'));
             break;
         case 'staff':
             $fields['deptId'] = array('type' => 'int', 'required' => 0, 'error' => __('Department selection is required'));
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => __('Help topic selection is required'));
             $fields['duedate'] = array('type' => 'date', 'required' => 0, 'error' => __('Invalid date format - must be MM/DD/YY'));
         case 'api':
             $fields['source'] = array('type' => 'string', 'required' => 1, 'error' => __('Indicate ticket source'));
             break;
         case 'email':
             $fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => __('Unknown system email'));
             break;
         default:
             # TODO: Return error message
             $errors['err'] = $errors['origin'] = __('Invalid ticket origin given');
     }
     if (!Validator::process($fields, $vars, $errors) && !$errors['err']) {
         $errors['err'] = __('Missing or invalid data - check the errors and try again');
     }
     //Make sure the due date is valid
     if ($vars['duedate']) {
         if (!$vars['time'] || strpos($vars['time'], ':') === false) {
             $errors['time'] = __('Select a time from the list');
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) === false) {
             $errors['duedate'] = __('Invalid due date');
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) <= time()) {
             $errors['duedate'] = __('Due date must be in the future');
         }
     }
     if (!$errors) {
         # Perform ticket filter actions on the new ticket arguments
         $__form = null;
         if ($vars['topicId']) {
             if (($__topic = Topic::lookup($vars['topicId'])) && ($__form = $__topic->getForm())) {
                 $__form = $__form->instanciate();
                 $__form->setSource($vars);
             }
         }
         try {
             $vars = self::filterTicketData($origin, $vars, array($form, $__form), $user);
         } catch (RejectedException $ex) {
             return $reject_ticket(sprintf(_S('Ticket rejected (%s) by filter "%s"'), $ex->vars['email'], $ex->getRejectingFilter()->getName()));
         }
         //Make sure the open ticket limit hasn't been reached. (LOOP CONTROL)
         if ($cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff') && ($_user = TicketUser::lookupByEmail($vars['email'])) && ($openTickets = $_user->getNumOpenTickets()) && $openTickets >= $cfg->getMaxOpenTickets()) {
             $errors = array('err' => __("You've reached the maximum open tickets allowed."));
             $ost->logWarning(sprintf(_S('Ticket denied - %s'), $vars['email']), sprintf(_S('Max open tickets (%1$d) reached for %2$s'), $cfg->getMaxOpenTickets(), $vars['email']), false);
             return 0;
         }
         // Allow vars to be changed in ticket filter and applied to the user
         // account created or detected
         if (!$user && $vars['email']) {
             $user = User::lookupByEmail($vars['email']);
         }
         if (!$user) {
             // Reject emails if not from registered clients (if
             // configured)
             if (strcasecmp($origin, 'email') === 0 && !$cfg->acceptUnregisteredEmail()) {
                 list($mailbox, $domain) = explode('@', $vars['email'], 2);
                 // Users not yet created but linked to an organization
                 // are still acceptable
                 if (!Organization::forDomain($domain)) {
                     return $reject_ticket(sprintf(_S('Ticket rejected (%s) (unregistered client)'), $vars['email']));
                 }
             }
             $user_form = UserForm::getUserForm()->getForm($vars);
             if (!$user_form->isValid($field_filter('user')) || !($user = User::fromVars($user_form->getClean()))) {
                 $errors['user'] = __('Incomplete client information');
             }
         }
     }
     if ($vars['topicId']) {
         if ($topic = Topic::lookup($vars['topicId'])) {
             if ($topic_form = $topic->getForm()) {
                 $TF = $topic_form->getForm($vars);
                 $topic_form = $topic_form->instanciate();
                 $topic_form->setSource($vars);
                 if (!$TF->isValid($field_filter('topic'))) {
                     $errors = array_merge($errors, $TF->errors());
                 }
             }
         } else {
             $errors['topicId'] = 'Invalid help topic selected';
         }
     }
     // Any error above is fatal.
     if ($errors) {
         return 0;
     }
     Signal::send('ticket.create.validated', null, $vars);
     # Some things will need to be unpacked back into the scope of this
     # function
     if (isset($vars['autorespond'])) {
         $autorespond = $vars['autorespond'];
     }
     # Apply filter-specific priority
     if ($vars['priorityId']) {
         $form->setAnswer('priority', null, $vars['priorityId']);
     }
     // If the filter specifies a help topic which has a form associated,
     // and there was previously either no help topic set or the help
     // topic did not have a form, there's no need to add it now as (1)
     // validation is closed, (2) there may be a form already associated
     // and filled out from the original  help topic, and (3) staff
     // members can always add more forms now
     // OK...just do it.
     $statusId = $vars['statusId'];
     $deptId = $vars['deptId'];
     //pre-selected Dept if any.
     $source = ucfirst($vars['source']);
     // Apply email settings for emailed tickets. Email settings should
     // trump help topic settins if the email has an associated help
     // topic
     if ($vars['emailId'] && ($email = Email::lookup($vars['emailId']))) {
         $deptId = $deptId ?: $email->getDeptId();
         $priority = $form->getAnswer('priority');
         if (!$priority || !$priority->getIdValue()) {
             $form->setAnswer('priority', null, $email->getPriorityId());
         }
         if ($autorespond) {
             $autorespond = $email->autoRespond();
         }
         if (!isset($topic) && ($T = $email->getTopic()) && $T->isActive()) {
             $topic = $T;
         }
         $email = null;
         $source = 'Email';
     }
     if (!isset($topic)) {
         // This may return NULL, no big deal
         $topic = $cfg->getDefaultTopic();
     }
     // Intenal mapping magic...see if we need to override anything
     if (isset($topic)) {
         $deptId = $deptId ?: $topic->getDeptId();
         $statusId = $statusId ?: $topic->getStatusId();
         $priority = $form->getAnswer('priority');
         if (!$priority || !$priority->getIdValue()) {
             $form->setAnswer('priority', null, $topic->getPriorityId());
         }
         if ($autorespond) {
             $autorespond = $topic->autoRespond();
         }
         //Auto assignment.
         if (!isset($vars['staffId']) && $topic->getStaffId()) {
             $vars['staffId'] = $topic->getStaffId();
         } elseif (!isset($vars['teamId']) && $topic->getTeamId()) {
             $vars['teamId'] = $topic->getTeamId();
         }
         //set default sla.
         if (isset($vars['slaId'])) {
             $vars['slaId'] = $vars['slaId'] ?: $cfg->getDefaultSLAId();
         } elseif ($topic && $topic->getSLAId()) {
             $vars['slaId'] = $topic->getSLAId();
         }
     }
     // Auto assignment to organization account manager
     if (($org = $user->getOrganization()) && $org->autoAssignAccountManager() && ($code = $org->getAccountManagerId())) {
         if (!isset($vars['staffId']) && $code[0] == 's') {
             $vars['staffId'] = substr($code, 1);
         } elseif (!isset($vars['teamId']) && $code[0] == 't') {
             $vars['teamId'] = substr($code, 1);
         }
     }
     // Last minute checks
     $priority = $form->getAnswer('priority');
     if (!$priority || !$priority->getIdValue()) {
         $form->setAnswer('priority', null, $cfg->getDefaultPriorityId());
     }
     $deptId = $deptId ?: $cfg->getDefaultDeptId();
     $statusId = $statusId ?: $cfg->getDefaultTicketStatusId();
     $topicId = isset($topic) ? $topic->getId() : 0;
     $ipaddress = $vars['ip'] ?: $_SERVER['REMOTE_ADDR'];
     $source = $source ?: 'Web';
     //We are ready son...hold on to the rails.
     $number = $topic ? $topic->getNewTicketNumber() : $cfg->getNewTicketNumber();
     $sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ' ,lastmessage= NOW()' . ' ,user_id=' . db_input($user->getId()) . ' ,`number`=' . db_input($number) . ' ,dept_id=' . db_input($deptId) . ' ,topic_id=' . db_input($topicId) . ' ,ip_address=' . db_input($ipaddress) . ' ,source=' . db_input($source);
     if (isset($vars['emailId']) && $vars['emailId']) {
         $sql .= ', email_id=' . db_input($vars['emailId']);
     }
     //Make sure the origin is staff - avoid firebug hack!
     if ($vars['duedate'] && !strcasecmp($origin, 'staff')) {
         $sql .= ' ,duedate=' . db_input(date('Y-m-d G:i', Misc::dbtime($vars['duedate'] . ' ' . $vars['time'])));
     }
     if (!db_query($sql) || !($id = db_insert_id()) || !($ticket = Ticket::lookup($id))) {
         return null;
     }
     /* -------------------- POST CREATE ------------------------ */
     // Save the (common) dynamic form
     $form->setTicketId($id);
     $form->save();
     // Save the form data from the help-topic form, if any
     if ($topic_form) {
         $topic_form->setTicketId($id);
         $topic_form->save();
     }
     $ticket->loadDynamicData();
     $dept = $ticket->getDept();
     // Add organizational collaborators
     if ($org && $org->autoAddCollabs()) {
         $pris = $org->autoAddPrimaryContactsAsCollabs();
         $members = $org->autoAddMembersAsCollabs();
         $settings = array('isactive' => true);
         $collabs = array();
         foreach ($org->allMembers() as $u) {
             if ($members || $pris && $u->isPrimaryContact()) {
                 if ($c = $ticket->addCollaborator($u, $settings, $errors)) {
                     $collabs[] = (string) $c;
                 }
             }
         }
         //TODO: Can collaborators add others?
         if ($collabs) {
             //TODO: Change EndUser to name of  user.
             $ticket->logNote(sprintf(_S('Collaborators for %s organization added'), $org->getName()), implode("<br>", $collabs), $org->getName(), false);
         }
     }
     //post the message.
     $vars['title'] = $vars['subject'];
     //Use the initial subject as title of the post.
     $vars['userId'] = $ticket->getUserId();
     $message = $ticket->postMessage($vars, $origin, false);
     // Configure service-level-agreement for this ticket
     $ticket->selectSLAId($vars['slaId']);
     // Assign ticket to staff or team (new ticket by staff)
     if ($vars['assignId']) {
         $ticket->assign($vars['assignId'], $vars['note']);
     } else {
         // Auto assign staff or team - auto assignment based on filter
         // rules. Both team and staff can be assigned
         if ($vars['staffId']) {
             $ticket->assignToStaff($vars['staffId'], _S('Auto Assignment'));
         }
         if ($vars['teamId']) {
             // No team alert if also assigned to an individual agent
             $ticket->assignToTeam($vars['teamId'], _S('Auto Assignment'), !$vars['staffId']);
         }
     }
     // Apply requested status — this should be done AFTER assignment,
     // because if it is requested to be closed, it should not cause the
     // ticket to be reopened for assignment.
     if ($statusId) {
         $ticket->setStatus($statusId, false, false);
     }
     /**********   double check auto-response  ************/
     //Override auto responder if the FROM email is one of the internal emails...loop control.
     if ($autorespond && Email::getIdByEmail($ticket->getEmail())) {
         $autorespond = false;
     }
     # Messages that are clearly auto-responses from email systems should
     # not have a return 'ping' message
     if (isset($vars['flags']) && $vars['flags']['bounce']) {
         $autorespond = false;
     }
     if ($autorespond && $message->isAutoReply()) {
         $autorespond = false;
     }
     //post canned auto-response IF any (disables new ticket auto-response).
     if ($vars['cannedResponseId'] && $ticket->postCannedReply($vars['cannedResponseId'], $message->getId(), $autorespond)) {
         $ticket->markUnAnswered();
         //Leave the ticket as unanswred.
         $autorespond = false;
     }
     //Check department's auto response settings
     // XXX: Dept. setting doesn't affect canned responses.
     if ($autorespond && $dept && !$dept->autoRespONNewTicket()) {
         $autorespond = false;
     }
     //Don't send alerts to staff when the message is a bounce
     //  this is necessary to avoid possible loop (especially on new ticket)
     if ($alertstaff && $message->isBounce()) {
         $alertstaff = false;
     }
     /***** See if we need to send some alerts ****/
     $ticket->onNewTicket($message, $autorespond, $alertstaff);
     /************ check if the user JUST reached the max. open tickets limit **********/
     if ($cfg->getMaxOpenTickets() > 0 && ($user = $ticket->getOwner()) && $user->getNumOpenTickets() == $cfg->getMaxOpenTickets()) {
         $ticket->onOpenLimit($autorespond && strcasecmp($origin, 'staff'));
     }
     /* Start tracking ticket lifecycle events */
     $ticket->logEvent('created');
     // Fire post-create signal (for extra email sending, searching)
     Signal::send('model.created', $ticket);
     /* Phew! ... time for tea (KETEPA) */
     return $ticket;
 }
Example #3
0
 static function create($vars, &$errors, $origin, $autorespond = true, $alertstaff = true)
 {
     global $ost, $cfg, $thisclient, $_FILES;
     // Don't enforce form validation for email
     $field_filter = function ($type) use($origin) {
         return function ($f) use($origin, $type) {
             // Ultimately, only offer validation errors for web for
             // non-internal fields. For email, no validation can be
             // performed. For other origins, validate as usual
             switch (strtolower($origin)) {
                 case 'email':
                     return false;
                 case 'staff':
                     // Required 'Contact Information' fields aren't required
                     // when staff open tickets
                     return $type != 'user' || in_array($f->get('name'), array('name', 'email'));
                 case 'web':
                     return !$f->get('private');
                 default:
                     return true;
             }
         };
     };
     $reject_ticket = function ($message) use(&$errors) {
         global $ost;
         $errors = array('errno' => 403, 'err' => __('This help desk is for use by authorized users only'));
         $ost->logWarning(_S('Ticket Denied'), $message, false);
         return 0;
     };
     Signal::send('ticket.create.before', null, $vars);
     // Create and verify the dynamic form entry for the new ticket
     $form = TicketForm::getNewInstance();
     $form->setSource($vars);
     // If submitting via email or api, ensure we have a subject and such
     if (!in_array(strtolower($origin), array('web', 'staff'))) {
         foreach ($form->getFields() as $field) {
             $fname = $field->get('name');
             if ($fname && isset($vars[$fname]) && !$field->value) {
                 $field->value = $field->parse($vars[$fname]);
             }
         }
     }
     if (!$form->isValid($field_filter('ticket'))) {
         $errors += $form->errors();
     }
     /*INICIO
       Creado por Anthony Parisi
       2016-02-01
       Con las siguientes lineas de código, se crea el ticket mediante la API.*/
     if (!in_array(strtolower($origin), array('web', 'staff'))) {
         $errors = array();
     }
     /* FIN */
     if ($vars['uid']) {
         $user = User::lookup($vars['uid']);
     }
     $id = 0;
     $fields = array();
     $fields['message'] = array('type' => '*', 'required' => 1, 'error' => __('Message content is required'));
     switch (strtolower($origin)) {
         case 'web':
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => __('Select a help topic'));
             break;
         case 'staff':
             $fields['deptId'] = array('type' => 'int', 'required' => 0, 'error' => __('Department selection is required'));
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => __('Help topic selection is required'));
             $fields['duedate'] = array('type' => 'date', 'required' => 0, 'error' => __('Invalid date format - must be MM/DD/YY'));
         case 'api':
             $fields['source'] = array('type' => 'string', 'required' => 1, 'error' => __('Indicate ticket source'));
             break;
         case 'email':
             $fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => __('Unknown system email'));
             break;
         default:
             # TODO: Return error message
             $errors['err'] = $errors['origin'] = __('Invalid ticket origin given');
     }
     if (!Validator::process($fields, $vars, $errors) && !$errors['err']) {
         $errors['err'] = __('Missing or invalid data - check the errors and try again');
     }
     //Make sure the due date is valid
     if ($vars['duedate']) {
         if (!$vars['time'] || strpos($vars['time'], ':') === false) {
             $errors['time'] = __('Select a time from the list');
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) === false) {
             $errors['duedate'] = __('Invalid due date');
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) <= time()) {
             $errors['duedate'] = __('Due date must be in the future');
         }
     }
     if (!$errors) {
         # Perform ticket filter actions on the new ticket arguments
         $__form = null;
         if ($vars['topicId']) {
             if (($__topic = Topic::lookup($vars['topicId'])) && ($__form = $__topic->getForm())) {
                 $__form = $__form->instanciate();
                 $__form->setSource($vars);
             }
         }
         try {
             $vars = self::filterTicketData($origin, $vars, array($form, $__form), $user);
         } catch (RejectedException $ex) {
             return $reject_ticket(sprintf(_S('Ticket rejected (%s) by filter "%s"'), $ex->vars['email'], $ex->getRejectingFilter()->getName()));
         }
         //Make sure the open ticket limit hasn't been reached. (LOOP CONTROL)
         if ($cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff') && ($_user = TicketUser::lookupByEmail($vars['email'])) && ($openTickets = $_user->getNumOpenTickets()) && $openTickets >= $cfg->getMaxOpenTickets()) {
             $errors = array('err' => __("You've reached the maximum open tickets allowed."));
             $ost->logWarning(sprintf(_S('Ticket denied - %s'), $vars['email']), sprintf(_S('Max open tickets (%1$d) reached for %2$s'), $cfg->getMaxOpenTickets(), $vars['email']), false);
             return 0;
         }
         // Allow vars to be changed in ticket filter and applied to the user
         // account created or detected
         if (!$user && $vars['email']) {
             $user = User::lookupByEmail($vars['email']);
         }
         if (!$user) {
             // Reject emails if not from registered clients (if
             // configured)
             if (strcasecmp($origin, 'email') === 0 && !$cfg->acceptUnregisteredEmail()) {
                 list($mailbox, $domain) = explode('@', $vars['email'], 2);
                 // Users not yet created but linked to an organization
                 // are still acceptable
                 if (!Organization::forDomain($domain)) {
                     return $reject_ticket(sprintf(_S('Ticket rejected (%s) (unregistered client)'), $vars['email']));
                 }
             }
             $user_form = UserForm::getUserForm()->getForm($vars);
             if (!$user_form->isValid($field_filter('user')) || !($user = User::fromVars($user_form->getClean()))) {
                 $errors['user'] = __('Incomplete client information');
             }
         }
     }
     if ($vars['topicId']) {
         if ($topic = Topic::lookup($vars['topicId'])) {
             if ($topic_form = $topic->getForm()) {
                 $TF = $topic_form->getForm($vars);
                 $topic_form = $topic_form->instanciate();
                 $topic_form->setSource($vars);
                 if (!$TF->isValid($field_filter('topic'))) {
                     $errors = array_merge($errors, $TF->errors());
                 }
             }
         } else {
             $errors['topicId'] = 'Invalid help topic selected';
         }
     }
     // Any error above is fatal.
     if ($errors) {
         return 0;
     }
     Signal::send('ticket.create.validated', null, $vars);
     # Some things will need to be unpacked back into the scope of this
     # function
     if (isset($vars['autorespond'])) {
         $autorespond = $vars['autorespond'];
     }
     # Apply filter-specific priority
     if ($vars['priorityId']) {
         $form->setAnswer('priority', null, $vars['priorityId']);
     }
     // If the filter specifies a help topic which has a form associated,
     // and there was previously either no help topic set or the help
     // topic did not have a form, there's no need to add it now as (1)
     // validation is closed, (2) there may be a form already associated
     // and filled out from the original  help topic, and (3) staff
     // members can always add more forms now
     // OK...just do it.
     $statusId = $vars['statusId'];
     $deptId = $vars['deptId'];
     //pre-selected Dept if any.
     $source = ucfirst($vars['source']);
     // Apply email settings for emailed tickets. Email settings should
     // trump help topic settins if the email has an associated help
     // topic
     if ($vars['emailId'] && ($email = Email::lookup($vars['emailId']))) {
         $deptId = $deptId ?: $email->getDeptId();
         $priority = $form->getAnswer('priority');
         if (!$priority || !$priority->getIdValue()) {
             $form->setAnswer('priority', null, $email->getPriorityId());
         }
         if ($autorespond) {
             $autorespond = $email->autoRespond();
         }
         if (!isset($topic) && ($T = $email->getTopic()) && $T->isActive()) {
             $topic = $T;
         }
         $email = null;
         $source = 'Email';
     }
     if (!isset($topic)) {
         // This may return NULL, no big deal
         $topic = $cfg->getDefaultTopic();
     }
     // Intenal mapping magic...see if we need to override anything
     if (isset($topic)) {
         $deptId = $deptId ?: $topic->getDeptId();
         $statusId = $statusId ?: $topic->getStatusId();
         $priority = $form->getAnswer('priority');
         if (!$priority || !$priority->getIdValue()) {
             $form->setAnswer('priority', null, $topic->getPriorityId());
         }
         if ($autorespond) {
             $autorespond = $topic->autoRespond();
         }
         //Auto assignment.
         if (!isset($vars['staffId']) && $topic->getStaffId()) {
             $vars['staffId'] = $topic->getStaffId();
         } elseif (!isset($vars['teamId']) && $topic->getTeamId()) {
             $vars['teamId'] = $topic->getTeamId();
         }
         //set default sla.
         if (isset($vars['slaId'])) {
             $vars['slaId'] = $vars['slaId'] ?: $cfg->getDefaultSLAId();
         } elseif ($topic && $topic->getSLAId()) {
             $vars['slaId'] = $topic->getSLAId();
         }
     }
     // Auto assignment to organization account manager
     if (($org = $user->getOrganization()) && $org->autoAssignAccountManager() && ($code = $org->getAccountManagerId())) {
         if (!isset($vars['staffId']) && $code[0] == 's') {
             $vars['staffId'] = substr($code, 1);
         } elseif (!isset($vars['teamId']) && $code[0] == 't') {
             $vars['teamId'] = substr($code, 1);
         }
     }
     // Last minute checks
     $priority = $form->getAnswer('priority');
     if (!$priority || !$priority->getIdValue()) {
         $form->setAnswer('priority', null, $cfg->getDefaultPriorityId());
     }
     $deptId = $deptId ?: $cfg->getDefaultDeptId();
     $statusId = $statusId ?: $cfg->getDefaultTicketStatusId();
     $topicId = isset($topic) ? $topic->getId() : 0;
     $ipaddress = $vars['ip'] ?: $_SERVER['REMOTE_ADDR'];
     $source = $source ?: 'Web';
     //We are ready son...hold on to the rails.
     $number = $topic ? $topic->getNewTicketNumber() : $cfg->getNewTicketNumber();
     $sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ' ,lastmessage= NOW()' . ' ,user_id=' . db_input($user->getId()) . ' ,`number`=' . db_input($number) . ' ,dept_id=' . db_input($deptId) . ' ,topic_id=' . db_input($topicId) . ' ,ip_address=' . db_input($ipaddress) . ' ,source=' . db_input($source);
     if (isset($vars['emailId']) && $vars['emailId']) {
         $sql .= ', email_id=' . db_input($vars['emailId']);
     }
     //Make sure the origin is staff - avoid firebug hack!
     if ($vars['duedate'] && !strcasecmp($origin, 'staff')) {
         $sql .= ' ,duedate=' . db_input(date('Y-m-d G:i', Misc::dbtime($vars['duedate'] . ' ' . $vars['time'])));
     }
     if (!db_query($sql) || !($id = db_insert_id()) || !($ticket = Ticket::lookup($id))) {
         return null;
     }
     /* -------------------- POST CREATE ------------------------ */
     // Save the (common) dynamic form
     $form->setTicketId($id);
     $form->save();
     // Save the form data from the help-topic form, if any
     if ($topic_form) {
         $topic_form->setTicketId($id);
         $topic_form->save();
     }
     $ticket->loadDynamicData();
     $dept = $ticket->getDept();
     // Add organizational collaborators
     if ($org && $org->autoAddCollabs()) {
         $pris = $org->autoAddPrimaryContactsAsCollabs();
         $members = $org->autoAddMembersAsCollabs();
         $settings = array('isactive' => true);
         $collabs = array();
         foreach ($org->allMembers() as $u) {
             if ($members || $pris && $u->isPrimaryContact()) {
                 if ($c = $ticket->addCollaborator($u, $settings, $errors)) {
                     $collabs[] = (string) $c;
                 }
             }
         }
         //TODO: Can collaborators add others?
         if ($collabs) {
             //TODO: Change EndUser to name of  user.
             $ticket->logNote(sprintf(_S('Collaborators for %s organization added'), $org->getName()), implode("<br>", $collabs), $org->getName(), false);
         }
     }
     //post the message.
     $vars['title'] = $vars['subject'];
     //Use the initial subject as title of the post.
     $vars['userId'] = $ticket->getUserId();
     $message = $ticket->postMessage($vars, $origin, false);
     // Configure service-level-agreement for this ticket
     $ticket->selectSLAId($vars['slaId']);
     // Assign ticket to staff or team (new ticket by staff)
     if ($vars['assignId']) {
         $ticket->assign($vars['assignId'], $vars['note']);
     } else {
         // Auto assign staff or team - auto assignment based on filter
         // rules. Both team and staff can be assigned
         if ($vars['staffId']) {
             $ticket->assignToStaff($vars['staffId'], _S('Auto Assignment'));
         }
         if ($vars['teamId']) {
             // No team alert if also assigned to an individual agent
             $ticket->assignToTeam($vars['teamId'], _S('Auto Assignment'), !$vars['staffId']);
         }
     }
     // Apply requested status — this should be done AFTER assignment,
     // because if it is requested to be closed, it should not cause the
     // ticket to be reopened for assignment.
     if ($statusId) {
         $ticket->setStatus($statusId, false, false);
     }
     /**********   double check auto-response  ************/
     //Override auto responder if the FROM email is one of the internal emails...loop control.
     if ($autorespond && Email::getIdByEmail($ticket->getEmail())) {
         $autorespond = false;
     }
     # Messages that are clearly auto-responses from email systems should
     # not have a return 'ping' message
     if (isset($vars['flags']) && $vars['flags']['bounce']) {
         $autorespond = false;
     }
     if ($autorespond && $message->isAutoReply()) {
         $autorespond = false;
     }
     //post canned auto-response IF any (disables new ticket auto-response).
     if ($vars['cannedResponseId'] && $ticket->postCannedReply($vars['cannedResponseId'], $message->getId(), $autorespond)) {
         $ticket->markUnAnswered();
         //Leave the ticket as unanswred.
         $autorespond = false;
     }
     //Check department's auto response settings
     // XXX: Dept. setting doesn't affect canned responses.
     if ($autorespond && $dept && !$dept->autoRespONNewTicket()) {
         $autorespond = false;
     }
     //Don't send alerts to staff when the message is a bounce
     //  this is necessary to avoid possible loop (especially on new ticket)
     if ($alertstaff && $message->isBounce()) {
         $alertstaff = false;
     }
     /***** See if we need to send some alerts ****/
     $ticket->onNewTicket($message, $autorespond, $alertstaff);
     /************ check if the user JUST reached the max. open tickets limit **********/
     if ($cfg->getMaxOpenTickets() > 0 && ($user = $ticket->getOwner()) && $user->getNumOpenTickets() == $cfg->getMaxOpenTickets()) {
         $ticket->onOpenLimit($autorespond && strcasecmp($origin, 'staff'));
     }
     /* Start tracking ticket lifecycle events */
     $ticket->logEvent('created');
     // Fire post-create signal (for extra email sending, searching)
     Signal::send('model.created', $ticket);
     /*INICIO
       Anthony Parisi
       2016-02-05
       Con las siguientes lineas de código, se actualizan los campos de 
       Detalle de su Solicitud en las tablas descritas en la Sentencia SQL*/
     if (!in_array(strtolower($origin), array('web', 'staff'))) {
         //echo "<pre>";
         //var_dump($vars);
         //die($vars['valores']);
         foreach ($ticket as $key => $value) {
             if ($key == "id") {
                 $ticket_idAPI = $value;
             }
             if ($key == "last_message") {
                 $last_message = $value;
                 $datos = explode("\n", $last_message);
                 $nombre = $vars['name'];
                 $correo = $vars['email'];
                 $telefono = $vars['phone'];
                 $valores = $vars['valores'];
                 $adicional = explode("%%", $valores);
                 //die($adicional[4]);
                 /*$nombre   = ucwords(strtolower(substr($datos[0], 20, strlen($datos[0])-21)));
                   $correo   = strtolower(substr($datos[1], 20, strlen($datos[1])-21));
                   $telefono = substr($datos[2], 22, strlen($datos[2])-23);
                   $i        = 5;
                   $mensaje  = "";
                   while(strpos($datos[$i], "------------------------------------------------------") === false){
                       $mensaje .= $datos[$i];
                       $i++;
                   }
                   for($i=5;$i < (count($datos)-6);$i++){
                       if(strpos($datos[$i], "TIPO DE PASAJE: ") > -1)
                           $pasaje = substr($datos[$i], 28, strlen($datos[$i])-29);
                       elseif(strpos($datos[$i], "CIUDAD DE ORIGEN: ") > -1)
                           $origen = substr($datos[$i], 18, strlen($datos[$i])-19);
                       elseif(strpos($datos[$i], "CIUDAD DE DESTINO: ") > -1)
                           $destino = substr($datos[$i], 21, strlen($datos[$i])-22);
                       elseif(strpos($datos[$i], "FECHA DE SALIDA: ") > -1)
                           $salida = substr($datos[$i], 17, strlen($datos[$i])-18);
                       elseif(strpos($datos[$i], "FECHA DE REGRESO: ") > -1)
                           $regreso = substr($datos[$i], 20, strlen($datos[$i])-21);
                       elseif(strpos($datos[$i], "CLASE: ") > -1)
                           $clase = substr($datos[$i], 19, strlen($datos[$i])-20);
                       elseif(strpos($datos[$i], "AEROL") > -1)
                           $aerolinea = substr($datos[$i], 14, strlen($datos[$i])-15);
                   }
                   $adultos = substr($datos[count($datos)-5], 9, strlen($datos[count($datos)-5])-10);
                   $mayores = substr($datos[count($datos)-4], 11, strlen($datos[count($datos)-4])-12);
                   $ninos = substr($datos[count($datos)-3], 9, strlen($datos[count($datos)-3])-10);
                   $bebes = substr($datos[count($datos)-2], 8, strlen($datos[count($datos)-2])-9);*/
             }
         }
         $detail = '{"88":"Cotizacion PopPup"}';
         $mysqli = new mysqli(DBHOST, DBUSER, DBPASS, DBNAME);
         $mysqli->query("UPDATE `ost_form_entry_values` SET `value` = '{$detail}' WHERE field_id = '20' AND `entry_id` = (SELECT id FROM ost_form_entry WHERE object_id = '{$ticket_idAPI}' AND object_type = 'T');");
         $mysqli->query("INSERT INTO `ost_ticket__cdata` SET `subject`='88', `ticket_id`= '{$ticket_idAPI}' ON DUPLICATE KEY UPDATE `subject`='88';");
         $sqlUser = $mysqli->query("SELECT id FROM ost_user WHERE id = '" . $user->getId() . "' AND `org_id` = 30 LIMIT 1;");
         $rowUser = mysqli_num_rows($sqlUser);
         if ($rowUser <= 0) {
             $mysqli->query("UPDATE ost_user SET `org_id` = 30, `updated` = NOW() WHERE id = " . $user->getId() . " LIMIT 1;");
         }
         $mysqli->query("INSERT INTO \n                                `ost_cotizaciones` (\n                                    `ticket_id`, \n                                    `nombre`, \n                                    `correo`, \n                                    `telefono`, \n                                    `mensaje`, \n                                    `tipo_vuelo`, \n                                    `origen`, \n                                    `destino`, \n                                    `salida`, \n                                    `regreso`, \n                                    `clase`, \n                                    `aerolinea`, \n                                    `adultos`, \n                                    `mayores`, \n                                    `ninos`, \n                                    `bebe`) \n                                VALUES (\n                                    '{$ticket_idAPI}', \n                                    '{$nombre}', \n                                    '{$correo}', \n                                    '{$telefono}', \n                                    '{$adicional['0']}', \n                                    '{$adicional['1']}', \n                                    '{$adicional['2']}', \n                                    '{$adicional['3']}', \n                                    '{$adicional['4']}', \n                                    '{$adicional['5']}', \n                                    '{$adicional['6']}', \n                                    '{$adicional['7']}', \n                                    '{$adicional['8']}', \n                                    '{$adicional['9']}', \n                                    '{$adicional['10']}', \n                                    '{$adicional['11']}');");
     }
     /* FIN */
     /* Phew! ... time for tea (KETEPA) */
     return $ticket;
 }