/**
* Creates a support ticket for a tool
*
* @param integer $toolid Tool ID
* @param array $tool Array of tool info
* @return mixed False if errors, integer on success
*/
private function _createTicket($toolid, $tool)
{
$row = new \Components\Support\Models\Ticket();
$row->set('open', 1);
$row->set('status', 0);
$row->set('created', Date::toSql());
$row->set('login', User::get('username'));
$row->set('severity', 'normal');
$row->set('summary', Lang::txt('COM_TOOLS_NEW_TOOL_SUBMISSION') . ': ' . $tool['toolname']);
$row->set('report', $tool['toolname']);
$row->set('section', 2);
$row->set('type', 3);
// Attach tool group to a ticket for access
$row->set('group', $this->config->get('group_prefix', 'app-') . $tool['toolname']);
$row->set('email', User::get('email'));
$row->set('name', User::get('name'));
if (!$row->store()) {
$this->setError($row->getError());
return false;
} else {
if ($row->exists()) {
// save tag
$row->tag('tool:' . $tool['toolname'], User::get('id'));
// store ticket id
$obj = new \Components\Tools\Tables\Tool($this->database);
$obj->saveTicketId($toolid, $row->get('id'));
// make a record
$this->_updateTicket($toolid, '', '', Lang::txt('COM_TOOLS_NOTICE_TOOL_REGISTERED'), 0, 1, 4, $tool);
}
}
return $row->get('id');
}
/**
* Create a new ticket
*
* @apiMethod POST
* @apiUri /support
* @apiParameter {
* "name": "scope",
* "description": "Scope type (group, member, etc.)",
* "type": "string",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "scope_id",
* "description": "Scope object ID",
* "type": "integer",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "title",
* "description": "Entry title",
* "type": "string",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "alias",
* "description": "Entry alias",
* "type": "string",
* "required": false,
* "default": null
* }
* @return void
*/
public function createTask()
{
//get the userid and attempt to load user profile
$userid = User::get('id');
$result = User::getInstance($userid);
//make sure we have a user
if (!$result || !$result->get('id')) {
throw new Exception(Lang::txt('User not found.'), 500);
}
// Initiate class and bind data to database fields
$ticket = new \Components\Support\Models\Ticket();
// Set the created date
$ticket->set('created', Date::toSql());
// Incoming
$ticket->set('report', Request::getVar('report', '', 'post', 'none', 2));
if (!$ticket->get('report')) {
throw new Exception(Lang::txt('Error: Report contains no text.'), 500);
}
$ticket->set('os', Request::getVar('os', 'unknown', 'post'));
$ticket->set('browser', Request::getVar('browser', 'unknown', 'post'));
$ticket->set('severity', Request::getVar('severity', 'normal', 'post'));
// Cut suggestion at 70 characters
$summary = substr($ticket->get('report'), 0, 70);
if (strlen($summary) >= 70) {
$summary .= '...';
}
$ticket->set('summary', $summary);
// Get user data
$ticket->set('name', $result->get('name'));
$ticket->set('email', $result->get('email'));
$ticket->set('login', $result->get('username'));
// Set some helpful info
$ticket->set('instances', 1);
$ticket->set('section', 1);
$ticket->set('open', 1);
$ticket->set('status', 0);
$ticket->set('ip', Request::ip());
$ticket->set('hostname', gethostbyaddr(Request::getVar('REMOTE_ADDR', '', 'server')));
// Save the data
if (!$ticket->store()) {
throw new Exception($ticket->getErrors(), 500);
}
// Any tags?
if ($tags = trim(Request::getVar('tags', '', 'post'))) {
$ticket->tag($tags, $result->get('id'));
}
// Set the response
$msg = new stdClass();
$msg->submitted = $ticket->get('created');
$msg->ticket = $ticket->get('id');
$this->send($msg);
}
/**
* Create a new comment
*
* @apiMethod POST
* @apiUri /support/{ticket}/comments
* @apiParameter {
* "name": "scope",
* "description": "Scope type (group, member, etc.)",
* "type": "string",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "scope_id",
* "description": "Scope object ID",
* "type": "integer",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "title",
* "description": "Entry title",
* "type": "string",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "alias",
* "description": "Entry alias",
* "type": "string",
* "required": false,
* "default": null
* }
* @return void
*/
public function createTask()
{
$this->requiresAuthentication();
if (!$this->acl->check('create', 'comments')) {
throw new Exception(Lang::txt('Not authorized'), 403);
}
$ticket_id = Request::getInt('ticket', 0, 'post');
// Load the old ticket so we can compare for the changelog
$old = new \Components\Support\Models\Ticket($ticket_id);
$old->set('tags', $old->tags('string'));
if (!$old->exists()) {
$this->errorMessage(500, Lang::txt('Ticket "%s" does not exist.', $ticket_id));
return;
}
// Initiate class and bind posted items to database fields
$ticket = new \Components\Support\Models\Ticket($ticket_id);
$ticket->set('status', Request::getInt('status', $ticket->get('status'), 'post'));
$ticket->set('open', Request::getInt('open', $ticket->get('open'), 'post'));
$ticket->set('category', Request::getInt('category', $ticket->get('category'), 'post'));
$ticket->set('severity', Request::getVar('severity', $ticket->get('severity'), 'post'));
$ticket->set('owner', Request::getVar('owner', $ticket->get('owner'), 'post'));
$ticket->set('group', Request::getVar('group', $ticket->get('group'), 'post'));
// If an existing ticket AND closed AND previously open
if ($ticket_id && !$ticket->get('open') && $ticket->get('open') != $old->get('open')) {
// Record the closing time
$ticket->set('closed', Date::toSql());
}
// Any tags?
if ($tags = trim(Request::getVar('tags', '', 'post'))) {
$ticket->tag($tags, $user->get('uidNumber'));
$ticket->set('tags', $ticket->tags('string'));
}
// Store new content
if (!$ticket->store()) {
$this->errorMessage(500, $ticket->getError());
return;
}
// Create a new comment
$comment = new \Components\Support\Models\Comment();
$comment->set('ticket', $ticket->get('id'));
$comment->set('comment', nl2br(Request::getVar('comment', '', 'post', 'none', 2)));
if ($comment->get('comment')) {
// If a comment was posted by the ticket submitter to a "waiting user response" ticket, change status.
if ($ticket->isWaiting() && $user->get('username') == $ticket->get('login')) {
$ticket->open();
}
}
$comment->set('created', Date::toSql());
$comment->set('created_by', $user->get('uidNumber'));
$comment->set('access', Request::getInt('access', 0, 'post'));
// Compare fields to find out what has changed for this ticket and build a changelog
$comment->changelog()->diff($old, $ticket);
$comment->changelog()->cced(Request::getVar('cc', '', 'post'));
// Store new content
if (!$comment->store()) {
$this->errorMessage(500, $comment->getError());
return;
}
if ($ticket->get('owner')) {
$comment->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_OWNER'), 'name' => $ticket->owner('name'), 'email' => $ticket->owner('email'), 'id' => $ticket->owner('id')));
}
// Add any CCs to the e-mail list
foreach ($comment->changelog()->get('cc') as $cc) {
$comment->addTo($cc, Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_CC'));
}
// Check if the notify list has eny entries
if (count($comment->to())) {
include_once PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'helpers' . DS . 'utilities.php';
$allowEmailResponses = $ticket->config('email_processing');
if ($allowEmailResponses) {
try {
$encryptor = new \Hubzero\Mail\Token();
} catch (Exception $e) {
$allowEmailResponses = false;
}
}
$subject = Lang::txt('COM_SUPPORT_EMAIL_SUBJECT_TICKET_COMMENT', $ticket->get('id'));
$from = array('name' => Lang::txt('COM_SUPPORT_EMAIL_FROM', Config::get('sitename')), 'email' => Config::get('mailfrom'), 'multipart' => md5(date('U')));
$message = array();
// Plain text email
$eview = new \Hubzero\Mail\View(array('base_path' => PATH_CORE . '/components/com_support/site', 'name' => 'emails', 'layout' => 'comment_plain'));
$eview->option = 'com_support';
$eview->controller = 'tickets';
$eview->comment = $comment;
$eview->ticket = $ticket;
$eview->delimiter = $allowEmailResponses ? '~!~!~!~!~!~!~!~!~!~!' : '';
$message['plaintext'] = $eview->loadTemplate(false);
$message['plaintext'] = str_replace("\n", "\r\n", $message['plaintext']);
// HTML email
$eview->setLayout('comment_html');
$message['multipart'] = $eview->loadTemplate();
// Send e-mail to admin?
foreach ($comment->to('ids') as $to) {
if ($allowEmailResponses) {
// The reply-to address contains the token
$token = $encryptor->buildEmailToken(1, 1, $to['id'], $ticket->get('id'));
$from['replytoemail'] = 'htc-' . $token . strstr(Config::get('mailfrom'), '@');
}
// Get the user's email address
if (!Event::trigger('xmessage.onSendMessage', array('support_reply_submitted', $subject, $message, $from, array($to['id']), 'com_support'))) {
$this->setError(Lang::txt('COM_SUPPORT_ERROR_FAILED_TO_MESSAGE', $to['name'] . '(' . $to['role'] . ')'));
}
$comment->changelog()->notified($to['role'], $to['name'], $to['email']);
}
foreach ($comment->to('emails') as $to) {
if ($allowEmailResponses) {
$token = $encryptor->buildEmailToken(1, 1, -9999, $ticket->get('id'));
$email = array($to['email'], 'htc-' . $token . strstr(Config::get('mailfrom'), '@'));
// In this case each item in email in an array, 1- To, 2:reply to address
\Components\Support\Helpers\Utilities::sendEmail($email[0], $subject, $message, $from, $email[1]);
} else {
// email is just a plain 'ol string
\Components\Support\Helpers\Utilities::sendEmail($to['email'], $subject, $message, $from);
}
$comment->changelog()->notified($to['role'], $to['name'], $to['email']);
}
}
// Were there any changes?
if (count($comment->changelog()->get('notifications')) > 0 || count($comment->changelog()->get('cc')) > 0 || count($comment->changelog()->get('changes')) > 0) {
// Save the data
if (!$comment->store()) {
$this->errorMessage(500, $comment->getError());
return;
}
}
$msg = new stdClass();
$msg->ticket = $ticket->get('id');
$msg->comment = $comment->get('id');
$msg->notified = $comment->changelog()->get('notifications');
$this->setMessageType(Request::getVar('format', 'json'));
$this->send($msg, 200, 'OK');
}
