function getLimits()
{
$mainframe = JFactory::getApplication();
$limit = $mainframe->getUserStateFromRequest('global.list.limit_ticket', 'limit', SupportUsers::getSetting('per_page'), 'int');
$limitstart = FSS_Input::getInt('limitstart');
$limitstart = $limit != 0 ? floor($limitstart / $limit) * $limit : 0;
$this->limit = $limit;
$this->limitstart = $limitstart;
}
function display($tpl = NULL)
{
// view a ticket!
$this->ticketid = FSS_Input::getInt('ticketid');
$document = JFactory::getDocument();
$document->addScript(JURI::root() . 'components/com_fss/assets/js/bootstrap/bootstrap-timepicker.min.js');
$this->ticket = new SupportTicket();
if (!$this->ticket->load($this->ticketid)) {
if ($this->ticket->checkExist($this->ticketid)) {
return $this->_display("noperm");
} else {
return JError::raiseWarning(404, JText::_('Ticket not found'));
}
}
if ($this->ticket->merged > 0 && FSS_Input::getInt('no_redirect') != '1') {
JFactory::getApplication()->redirect(FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $this->ticket->merged . "&Itemid=" . FSS_Input::getInt('Itemid'), false));
}
$reverse = JRequest::getInt('sort', null);
if ($reverse !== null) {
if ($reverse) {
// we want messages in opposite order to normal
if (SupportUsers::getSetting("reverse_order")) {
$reverse = true;
} else {
$reverse = false;
}
} else {
// we want messages in normal order
$reverse = null;
}
}
$this->ticket->loadAll($reverse);
$this->loadMerged();
$pathway = JFactory::getApplication()->getPathway();
$pathway->addItem(JText::_("SUPPORT"), FSSRoute::_('index.php?option=com_fss&view=admin_support&tickets=' . $this->ticket_view));
$pathway->addItem(JText::_("VIEW_TICKET") . " : " . $this->ticket->reference . " - " . $this->ticket->title);
$this->assignOnOpen();
$this->tryLock();
if ($this->ticket->admin_id > 0) {
$this->adminuser = SupportUsers::getUser($this->ticket->admin_id);
}
$this->ticket_view = $this->ticket->ticket_status_id;
$this->HandleRefresh();
if (FSS_Settings::get('time_tracking') == "auto") {
$session = JFactory::getSession();
$session->set('ticket_' . $this->ticket->id . "_opened", time());
}
FSS_Helper::IncludeModal();
FSS_Helper::AddSCEditor();
$this->HandleRefresh();
$this->print = FSS_Input::getCmd('print');
if ($this->print) {
return $this->_display("print");
}
$this->_display();
}
function ticket_status_id()
{
// update status in ticket
// redirect if the config is set to
$ticketid = FSS_Input::getInt('ticketid');
$ticket_status_id = FSS_Input::getInt('ticket_status_id');
if ($ticketid < 1) {
exit;
}
if ($ticket_status_id < 1) {
exit;
}
$link = FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticketid, false);
// check permission for new status
$statuss = SupportHelper::getStatuss();
$new_status = $statuss[$ticket_status_id];
if ($new_status->is_closed && !$this->view->can_Close()) {
JFactory::getApplication()->redirect($link);
exit;
}
$ticket = new SupportTicket();
if ($ticket->Load($ticketid)) {
$old_st = $ticket->getStatus();
$ticket->updateStatus($ticket_status_id);
$new_st = $ticket->getStatus();
// if we have closed the ticket, and return on close is set, then we should do a redirect dependant on the setting
if ($new_st->is_closed && SupportUsers::getSetting("return_on_close")) {
$link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_close"));
}
if ($new_st->is_closed && !$old_st->is_closed) {
// SEND CLOSED EMAIL HERE!
if (!FSS_Settings::get('support_email_on_close_no_dropdown')) {
FSS_EMail::Admin_Close($ticket, $ticket->title, '', array());
}
}
}
JFactory::getApplication()->redirect($link);
exit;
}
echo $this->grouping("cat", $ticket->category, $ticket);
$grp_cat = $ticket->ticket_cat_id;
$grp_group = -1;
}
}
if (SupportUsers::getSetting("group_group")) {
if ($ticket->group_id != $grp_group) {
if ($grp_open == 1) {
echo "</table></div>";
}
$grp_open = 0;
echo $this->grouping("group", $ticket->groupname, 0);
$grp_group = $ticket->group_id;
}
}
if (SupportUsers::getSetting("group_pri")) {
if ($ticket->ticket_pri_id != $grp_pri) {
if ($grp_open == 1) {
echo "</table></div>";
}
$grp_open = 0;
echo $this->grouping("pri", $ticket->priority, 0);
$grp_pri = $ticket->ticket_pri_id;
}
}
if ($grp_open == 0) {
?>
<div <?php
echo $tab_style;
?>
><table class='table table-bordered table-ticketborders table-condensed' style="border-top: none;">
function outputCSV()
{
if (ob_get_level() > 0) {
ob_end_clean();
}
$report_name = $this->report->title . " " . date("Y-m-d H.i.s");
header('Content-Encoding: UTF-8');
header("Content-type: text/csv; charset=UTF-8");
header("Content-Disposition: attachment; filename=" . $report_name . ".csv");
header("Pragma: no-cache");
header("Expires: 0");
$sep = FSS_Settings::get('reports_separator');
if (SupportUsers::getSetting('reports_separator') != "") {
$sep = SupportUsers::getSetting('reports_separator');
}
echo "";
$outline = array();
foreach ($this->report->field as $field) {
$outline[] = $field->text;
}
$fp = fopen('php://output', 'w');
fputcsv($fp, $outline, $sep);
foreach ($this->report->data as $row) {
$outline = array();
foreach ($this->report->field as $field) {
$name = $field->name;
$value = $row->{$name};
if (isset($field->format)) {
if ($field->format == "date") {
if ($value != "" && $value != "0000-00-00" && $value != "0000-00-00 00:00:00") {
$format = "Y-m-d";
if (isset($field->dateformat)) {
$format = $field->dateformat;
}
if (substr($format, 0, 5) == "DATE_") {
$format = JText::_($format);
}
$jdate = new JDate($value);
$value = $jdate->format($format);
} elseif (isset($field->blank)) {
$value = $field->blank;
}
} else {
if ($field->format == "messagetime") {
if ($value < 1) {
$value = "";
} else {
if ($value > 0 && $value < 86400 * 10) {
$value = date("H:i", $value);
} else {
$format = "Y-m-d";
if (isset($field->dateformat)) {
$format = $field->dateformat;
}
if (substr($format, 0, 5) == "DATE_") {
$format = JText::_($format);
}
$jdate = new JDate($value);
$value = $jdate->format($format);
}
}
} else {
if ($field->format == "hm") {
$val = $value;
$mins = $val % 60;
$hrs = floor($val / 60);
$value = sprintf("%d:%02d", $hrs, $mins);
} else {
if ($field->format == "bbcode") {
$value = preg_replace("/\\[img\\]data(.*)\\[\\/img\\]/i", "", $value);
//$value = FSS_Helper::ParseBBCode($value, null, true, true);
}
}
}
}
}
$outline[] = $value;
}
//echo implode($sep, $outline) . "\n";
fputcsv($fp, $outline, $sep);
}
fclose($fp);
exit;
}
function loadTicketsBySearch()
{
$db = JFactory::getDBO();
$query = "SELECT t.*, s.title as status, s.color, u.name, au.name as assigned, u.email as useremail, u.username as username, au.email as handleremail, au.username as handlerusername, \n";
$query .= " dept.title as department, cat.title as category, prod.title as product, pri.title as priority, pri.color as pricolor, \n";
$query .= " grp.groupname as groupname, grp.id as group_id \n";
$query .= " , pri.translation as ptl, dept.translation as dtr, s.translation as str, cat.translation as ctr, prod.translation as prtr\n";
$query .= " FROM #__fss_ticket_ticket as t \n";
$query .= " LEFT JOIN #__fss_ticket_status as s ON t.ticket_status_id = s.id \n";
$query .= " LEFT JOIN #__users as u ON t.user_id = u.id \n";
$query .= " LEFT JOIN #__users as au ON t.admin_id = au.id \n";
$query .= " LEFT JOIN #__fss_ticket_dept as dept ON t.ticket_dept_id = dept.id \n";
$query .= " LEFT JOIN #__fss_ticket_cat as cat ON t.ticket_cat_id = cat.id \n";
$query .= " LEFT JOIN #__fss_prod as prod ON t.prod_id = prod.id \n";
$query .= " LEFT JOIN #__fss_ticket_pri as pri ON t.ticket_pri_id = pri.id \n";
$query .= " LEFT JOIN (SELECT group_id, user_id FROM #__fss_ticket_group_members GROUP BY user_id) as mem ON t.user_id = mem.user_id \n";
$query .= " LEFT JOIN #__fss_ticket_group as grp ON grp.id = mem.group_id \n";
// add custom fields to the sql
foreach (FSSCF::GetAllCustomFields() as $field) {
if (!$field['inlist']) {
continue;
}
$id = $field['id'];
if ($field['peruser']) {
$query .= " LEFT JOIN #__fss_ticket_user_field as cf{$id} ON cf{$id}.user_id = t.user_id AND cf{$id}.field_id = {$id} \n";
} else {
$query .= " LEFT JOIN #__fss_ticket_field as cf{$id} ON cf{$id}.ticket_id = t.id AND cf{$id}.field_id = {$id} \n";
}
}
$searchtype = FSS_Input::getCmd('searchtype', 'basic');
$wherebits = array();
if ($searchtype == "basic") {
$search = FSS_Input::getString('search', '');
if ($search != "") {
$mode = "";
if (FSS_Helper::contains($search, array('*', '+', '-', '<', '>', '(', ')', '~', '"'))) {
$mode = "IN BOOLEAN MODE";
}
//$wherebits[] = " t.title LIKE '%".FSSJ3Helper::getEscaped($db, $search)."%' ";
$wherebits[] = " MATCH (t.title) AGAINST ('" . $db->escape($search) . "' {$mode}) /* Title */ ";
$wherebits[] = " t.reference LIKE '%" . FSSJ3Helper::getEscaped($db, $search) . "%' /* Reference */ ";
// search custom fields that are set to be searched
$this->searchFields($wherebits, "basicsearch");
// basic search optional fields
if (FSS_Settings::get('support_basic_name')) {
$wherebits[] = " u.name LIKE '%" . FSSJ3Helper::getEscaped($db, $search) . "%' /* Name */ ";
$wherebits[] = " unregname LIKE '%" . FSSJ3Helper::getEscaped($db, $search) . "%' /* UnReg Name */ ";
}
if (FSS_Settings::get('support_basic_username')) {
$wherebits[] = " u.username LIKE '%" . FSSJ3Helper::getEscaped($db, $search) . "%' /* Username */ ";
}
if (FSS_Settings::get('support_basic_email')) {
$wherebits[] = " u.email LIKE '%" . FSSJ3Helper::getEscaped($db, $search) . "%' /* User email */ ";
$wherebits[] = " t.email LIKE '%" . FSSJ3Helper::getEscaped($db, $search) . "%' /* Unreg Email */ ";
}
if (FSS_Settings::get('support_basic_messages')) {
$qry = "SELECT ticket_ticket_id FROM #__fss_ticket_messages WHERE subject LIKE '%" . FSSJ3Helper::getEscaped($db, $search) . "%' OR ";
$qry .= " MATCH (body) AGAINST ('" . $db->escape($search) . "' {$mode}) GROUP BY ticket_ticket_id";
$qry .= " AND admin IN (0, 1, 2, 4) ";
$db->setQuery($qry);
$wherebits[] = $this->TicketIDsToWhere($db->loadObjectList(), "ticket_ticket_id") . " /* Messages */ ";
}
}
if (count($wherebits) == 0) {
$wherebits[] = "1 /* Catch All */";
}
$query .= "\n WHERE (" . implode("\n OR ", $wherebits) . ")";
} else {
if ($searchtype == "advanced") {
$search = FSS_Input::getString('search', '');
$wherebits = array();
$subject = FSS_Input::getString('subject', '');
if ($subject) {
$wherebits[] = " t.title LIKE '%" . FSSJ3Helper::getEscaped($db, $subject) . "%' /* Title */ ";
}
$reference = FSS_Input::getString('reference', '');
if ($reference) {
$wherebits[] = " t.reference LIKE '%" . FSSJ3Helper::getEscaped($db, $reference) . "%' /* Reference */ ";
}
$username = FSS_Input::getString('username', '');
if ($username) {
$wherebits[] = " u.username LIKE '%" . FSSJ3Helper::getEscaped($db, $username) . "%' /* Username */ ";
}
$useremail = FSS_Input::getString('useremail', '');
if ($useremail) {
$wherebits[] = " ( u.email LIKE '%" . FSSJ3Helper::getEscaped($db, $useremail) . "%' OR t.email LIKE '%" . FSSJ3Helper::getEscaped($db, $useremail) . "%' ) /* EMail */";
}
$userfullname = FSS_Input::getString('userfullname', '');
if ($userfullname) {
$wherebits[] = " ( u.name LIKE '%" . FSSJ3Helper::getEscaped($db, $userfullname) . "%' OR unregname LIKE '%" . FSSJ3Helper::getEscaped($db, $userfullname) . "%' ) /* Name */";
}
$content = FSS_Input::getString('content', '');
if ($content) {
$mode = "";
if (FSS_Helper::contains($search, array('*', '+', '-', '<', '>', '(', ')', '~', '"'))) {
$mode = "IN BOOLEAN MODE";
}
$qry = "SELECT ticket_ticket_id FROM #__fss_ticket_messages WHERE subject LIKE '%" . FSSJ3Helper::getEscaped($db, $content) . "%' OR ";
$qry .= " MATCH (body) AGAINST ('" . $db->escape($content) . "' {$mode})";
$qry .= " AND admin IN (0, 1, 2, 4) ";
$db->setQuery($qry);
$wherebits[] = $this->TicketIDsToWhere($db->loadObjectList(), "ticket_ticket_id") . " /* Messages */ ";
}
$handler = FSS_Input::getInt('handler', '');
if ($handler) {
$user = JFactory::getUser();
if ($handler == -5) {
$wherebits[] = " t.admin_id = '" . $user->id . "' /* Handler -1 */ ";
} else {
if ($handler == -2) {
$wherebits[] = " t.admin_id != '" . $user->id . "' /* Handler -2 */ ";
$wherebits[] = " t.admin_id != 0 /* Handler -2 */";
} else {
if ($handler == -3) {
$wherebits[] = " t.admin_id = 0 /* Handler -3 */";
} elseif ($handler == -4) {
$temp_where[] = " t.admin_id = '" . $db->escape($user->id) . "' ";
$qry = "SELECT ticket_id FROM #__fss_ticket_cc WHERE isadmin = 1 AND user_id = " . $db->escape($user->id);
$db->setQuery($qry);
$wherebits[] = $this->TicketIDsToWhere($db->loadObjectList(), "ticket_id") . " /* Handler -4 */";
} else {
// handler
if ($handler == -1) {
$handler = JFactory::getUser()->id;
}
$qry = "SELECT * FROM #__fss_ticket_cc WHERE isadmin = 1 AND user_id = " . $db->escape($handler);
$db->setQuery($qry);
$temp_where[] = $this->TicketIDsToWhere($db->loadObjectList(), "ticket_id");
$temp_where[] = " t.admin_id = '" . $db->escape($handler) . "' ";
$wherebits[] = " ( " . implode(" OR ", $temp_where) . " ) /* Handler specified */ ";
//$wherebits[] = " t.admin_id = '".FSSJ3Helper::getEscaped($db, $handler)."' ";
}
}
}
}
$status = FSS_Input::getCmd('status', '');
if ($status) {
if ($status == "open") {
$open = FSS_Ticket_Helper::GetStatusIDs("def_open");
// tickets that arent closed
$wherebits[] = " t.ticket_status_id IN ( " . implode(", ", $open) . ") /* Def open */ ";
} elseif ($status == 'allopen') {
$allopen = FSS_Ticket_Helper::GetStatusIDs("is_closed", true);
// tickets that arent closed
$wherebits[] = " t.ticket_status_id IN ( " . implode(", ", $allopen) . ") /* All open */ ";
} elseif ($status == 'closed') {
$allopen = FSS_Ticket_Helper::GetStatusIDs("is_closed");
// remove the archived tickets from the list to deal with
$def_archive = FSS_Ticket_Helper::GetStatusID('def_archive');
foreach ($allopen as $offset => $value) {
if ($value == $def_archive) {
unset($allopen[$offset]);
}
}
// tickets that are closed
$wherebits[] = " t.ticket_status_id IN ( " . implode(", ", $allopen) . ") /* all closed */";
} elseif ($status == 'all') {
// need all tickets that arent archived
$allopen = FSS_Ticket_Helper::GetStatusIDs("def_archive", true);
$wherebits[] = " t.ticket_status_id IN ( " . implode(", ", $allopen) . " ) /* all (not archived) */ ";
} elseif ($status == 'archived') {
// need all tickets that arent archived
$allopen = FSS_Ticket_Helper::GetStatusIDs("def_archive");
$wherebits[] = " t.ticket_status_id IN ( " . implode(", ", $allopen) . " ) /* archived */ ";
} else {
$wherebits[] = " t.ticket_status_id = " . (int) FSSJ3Helper::getEscaped($db, $status) . " /* specified status */";
}
}
$product = FSS_Input::getInt('product', '');
if ($product) {
$wherebits[] = " t.prod_id = '" . FSSJ3Helper::getEscaped($db, $product) . "' /* Product */";
}
$department = FSS_Input::getInt('department', '');
if ($department) {
$wherebits[] = " t.ticket_dept_id = '" . FSSJ3Helper::getEscaped($db, $department) . "' /* Department */ ";
}
$cat = FSS_Input::getInt('cat', '');
if ($cat) {
$wherebits[] = " t.ticket_cat_id = '" . FSSJ3Helper::getEscaped($db, $cat) . "' /* Category */";
}
$pri = FSS_Input::getInt('priority', '');
if ($pri) {
$wherebits[] = " t.ticket_pri_id = '" . FSSJ3Helper::getEscaped($db, $pri) . "' /* Priority */";
}
$group = FSS_Input::getInt('group', '');
if ($group > 0) {
$wherebits[] = " t.user_id IN (SELECT user_id FROM #__fss_ticket_group_members WHERE group_id = '" . FSSJ3Helper::getEscaped($db, $group) . "' GROUP BY user_id) /* Ticket Group */";
}
$date_from = FSS_Helper::DateValidate(FSS_Input::getString('date_from', ''));
$date_to = FSS_Helper::DateValidate(FSS_Input::getString('date_to', ''));
if ($date_from) {
$wherebits[] = " t.lastupdate > DATE_SUB('" . FSSJ3Helper::getEscaped($db, $date_from) . "',INTERVAL 1 DAY) /* Date From */";
}
if ($date_to) {
$wherebits[] = " t.opened < DATE_ADD('" . FSSJ3Helper::getEscaped($db, $date_to) . "',INTERVAL 1 DAY) /* Date To */";
}
$this->searchFields($wherebits, "advancedsearch");
if (count($wherebits) == 0) {
$wherebits[] = "1 /* Catch All */";
}
$query .= "\n WHERE " . implode("\n AND ", $wherebits);
} else {
$query .= " WHERE 1 /* Catch All */";
}
}
$query .= "\n AND " . $this->getTagFilter() . " /* Tag Filter */";
$query .= "\n AND " . SupportUsers::getAdminWhere() . " /* getAdminWhere */";
$query .= "\n AND " . SupportSource::admin_show_sql() . " /* admin_show_sql */";
$order = array();
if (SupportUsers::getSetting("group_products")) {
$order[] = "prod.ordering";
}
if (SupportUsers::getSetting("group_departments")) {
$order[] = "dept.title";
}
if (SupportUsers::getSetting("group_cats")) {
$order[] = "cat.title";
}
if (SupportUsers::getSetting("group_pri")) {
$order[] = "pri.ordering DESC";
}
if (SupportUsers::getSetting("group_group")) {
$order[] = "case when grp.groupname is null then 1 else 0 end";
$order[] = "grp.groupname";
}
$ordering = JFactory::getApplication()->getUserStateFromRequest("fss_admin.ordering", "ordering", "");
if ($ordering) {
$order = array();
$ordering = str_replace(".asc", " ASC", $ordering);
$ordering = str_replace(".desc", " DESC", $ordering);
$order[] = $ordering;
} else {
$order[] = "lastupdate DESC";
}
$query .= "\n ORDER BY " . implode(", ", $order);
$session = JFactory::getSession();
$session->set("last_admin_query", (string) $query);
$session->set("last_admin_list", $_SERVER['REQUEST_URI']);
$session->set("last_admin_post", $_POST);
//echo "<br>".str_replace("\n", "<br>", $query)."<br>";
$db->setQuery($query);
$db->query();
$this->ticket_count = $db->getNumRows();
$db->setQuery($query, $this->limitstart, $this->limit);
$this->LoadFromRows($db->loadObjectList());
}
function loadMessages($reverse = null, $types = array())
{
if (!$this->loaded_messages) {
$query = "SELECT m.*, u.name FROM #__fss_ticket_messages as m LEFT JOIN #__users as u ON m.user_id = u.id WHERE ticket_ticket_id = {$this->id}";
if (count($types) > 0) {
$query .= " AND m.admin IN (" . implode(", ", $types) . ") ";
}
if ($reverse === null) {
if (SupportUsers::getSetting("reverse_order")) {
$query .= " ORDER BY posted ASC";
} else {
$query .= " ORDER BY posted DESC";
}
} else {
if ($reverse) {
$query .= " ORDER BY posted DESC";
} else {
$query .= " ORDER BY posted ASC";
}
}
$db = JFactory::getDBO();
$db->setQuery($query);
$this->messages = $db->loadObjectList();
$this->loaded_messages = true;
}
}
if (SupportUsers::getSetting('reports_separator') == "") {
echo " SELECTED";
}
?>
><?php
echo JText::_('DEFAULT');
?>
</option>
<option value="," <?php
if (SupportUsers::getSetting('reports_separator') == ",") {
echo " SELECTED";
}
?>
>,</option>
<option value=";" <?php
if (SupportUsers::getSetting('reports_separator') == ";") {
echo " SELECTED";
}
?>
>;</option>
</select>
</div>
</div>
</div>
</form>
<?php
include JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . '_powered.php';
echo FSS_Helper::PageStyleEnd();
?>
function saveReply()
{
$this->removeDraft(FSS_Input::getInt('draft'));
// get posted data
$ticketid = FSS_Input::getInt('ticketid');
$reply_type = FSS_Input::getCmd('reply_type');
$user_message = FSS_Input::getBBCode('body');
$handler_message = FSS_Input::getBBCode('body2');
$subject = FSS_Input::getString('subject');
// load ticket
$ticket = new SupportTicket();
if (!$ticket->load($ticketid)) {
exit;
}
// set up some variables
$user_id = JFactory::getUser()->id;
$handler_id = $user_id;
$old_st = $ticket->getStatus();
$action_name = "";
$action_params = array();
$message_id = 0;
$files_private = 0;
// add signatures to messages
if (FSS_Input::getInt('signature')) {
if ($user_message) {
$user_message .= SupportCanned::AppendSig(FSS_Input::getInt('signature'), $ticket);
}
if ($handler_message) {
$handler_message .= SupportCanned::AppendSig(FSS_Input::getInt('signature'), $ticket);
}
}
$extra_time = 0;
$timestart = 0;
$timeend = 0;
if (FSS_Settings::Get('time_tracking') != "") {
if (FSS_Settings::get('time_tracking_type') == 'se') {
$timestart = strtotime("1970-01-01 " . FSS_Input::getString('timetaken_start'));
$timeend = strtotime("1970-01-01 " . FSS_Input::getString('timetaken_end'));
$extra_time = (int) (($timeend - $timestart) / 60);
} elseif (FSS_Settings::get('time_tracking_type') == 'tm') {
$timestart = strtotime(FSS_Input::getString('timetaken_start'));
$timeend = strtotime(FSS_Input::getString('timetaken_end'));
$extra_time = (int) (($timeend - $timestart) / 60);
} else {
$extra_time = (int) (FSS_Input::getInt('timetaken_hours') * 60 + FSS_Input::getInt('timetaken_mins'));
}
}
// different reply types
switch ($reply_type) {
case 'reply':
// post reply to user
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
} elseif ($extra_time > 0) {
// no message, add time if needed
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
// update status
$new_status = FSS_Input::getInt('reply_status');
$ticket->updateStatus($new_status);
// reassign ticket if needed
if (FSS_Settings::get('support_assign_reply') == 1 && FSS_Input::getInt('dontassign') == 0) {
$ticket->assignHandler($handler_id, TICKET_ASSIGN_TOOK_OWNER);
} elseif (FSS_Settings::get('support_autoassign') == 3 && $ticket->admin_id == 0 && FSS_Input::getInt('dontassign') == 0) {
$ticket->assignHandler($handler_id, TICKET_ASSIGN_ASSIGNED);
}
// call SupportActions handler for admin reply
$action_name = "Admin_Reply";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'status' => $new_status);
break;
case 'private':
// add message to ticket
if ($handler_message) {
$message_id = $ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
} else {
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
}
$files_private = 1;
// call support actions for private comment
$action_name = "Admin_Private";
$action_params = array('subject' => $subject, 'handler_message' => $handler_message);
break;
case 'user':
// update user on ticket
$new_user_id = FSS_Input::getInt("user_id");
$ticket->updateUser($new_user_id);
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
} else {
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
$extra_time = 0;
}
}
$action_name = "Admin_ForwardUser";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'user_id' => $new_user_id);
//
break;
case 'product':
$new_handler_id = FSS_Input::getInt('new_handler');
// update product and department
$new_product_id = FSS_Input::getInt("new_product_id");
$new_department_id = FSS_Input::getInt("new_department_id");
$ticket->updateProduct($new_product_id);
$ticket->updateDepartment($new_department_id);
/**
* -2 - Auto Assign
* -1 - Unchanged
* 0 - Unassigned
* X - Hander
**/
if ($new_handler_id == -1) {
//$ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
} else {
if ($new_handler_id == 0) {
$ticket->assignHandler(0, -1);
} else {
if ($new_handler_id > 0) {
$ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
} else {
if ($new_handler_id == -2) {
// auto assign new handler
$admin_id = FSS_Ticket_Helper::AssignHandler($new_product_id, $new_department_id, $ticket->ticket_cat_id, true);
$ticket->assignHandler($admin_id, TICKET_ASSIGN_FORWARD);
}
}
}
}
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($handler_message) {
$ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
$action_name = "Admin_ForwardProduct";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'handler_message' => $handler_message, 'product_id' => $new_product_id, 'department_id' => $new_department_id);
break;
case 'handler':
$new_handler_id = FSS_Input::getInt('new_handler');
if ($new_handler_id == -2) {
// auto assign new handler
$admin_id = FSS_Ticket_Helper::AssignHandler($ticket->prod_id, $ticket->ticket_dept_id, $ticket->ticket_cat_id, true);
$ticket->assignHandler($admin_id, TICKET_ASSIGN_FORWARD);
} else {
if ($new_handler_id != -1) {
$ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
}
}
// update status
$new_status = FSS_Input::getCmd('reply_status');
$ticket->updateStatus($new_status);
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($handler_message) {
$ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
$action_name = "Admin_ForwardHandler";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'handler_message' => $handler_message, 'handler_id' => $new_handler_id);
break;
}
// add posted files
$files = $ticket->addFilesFromPost($message_id, -1, $files_private);
$ticket->stripImagesFromMessage($message_id);
$action_params['files'] = $files;
// call action handler
SupportActions::DoAction($action_name, $ticket, $action_params);
// Redirect to new page
$link = FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticket->id, false);
$new_st = $ticket->getStatus();
if ($reply_type == "reply") {
if ($new_st->is_closed && SupportUsers::getSetting("return_on_close")) {
$link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_close"));
} else {
if (SupportUsers::getSetting("return_on_reply")) {
$link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_reply"));
}
}
}
JFactory::getApplication()->redirect($link);
}
static function GetAllSigs($ticket)
{
if (empty(self::$all_sigs)) {
$userid = JFactory::getUser()->id;
$db = JFactory::getDBO();
$query = 'SELECT * FROM #__fss_ticket_fragments WHERE type = 1';
$db->setQuery($query);
$rows = $db->loadObjectList();
self::$all_sigs = array();
foreach ($rows as $row) {
$row->params = json_decode($row->params, true);
if (is_string($row->params)) {
$row->params = array();
}
$row->default = 0;
$row->personal = 0;
if (isset($row->params['userid'])) {
if ($row->params['userid'] > 0 && $userid != $row->params['userid']) {
continue;
}
$row->personal = 1;
}
self::$all_sigs[] = $row;
}
$qry = "SELECT * FROM #__fss_users WHERE user_id = {$userid}";
$db->setQuery($qry);
$user = $db->loadObject();
if ($user) {
$settings = json_decode($user->settings, true);
}
$def_sig = SupportUsers::getSetting('default_sig');
$ds = 0;
if ($def_sig > 0) {
foreach (self::$all_sigs as &$sig) {
if ($sig->id == $def_sig) {
$sig->default = 1;
}
}
}
}
return self::$all_sigs;
}
function grouping($type, $name, $ticket)
{
if (empty($this->group_nest)) {
$this->group_nest = array();
$this->group_nest['prod'] = 0;
$this->group_nest['dept'] = 0;
$this->group_nest['cat'] = 0;
$this->group_nest['group'] = 0;
$this->group_nest['pri'] = 0;
$base = 0;
if (SupportUsers::getSetting("group_products")) {
$this->group_nest['prod'] = $base;
$base++;
}
if (SupportUsers::getSetting("group_departments")) {
$this->group_nest['dept'] = $base;
$base++;
}
if (SupportUsers::getSetting("group_cats")) {
$this->group_nest['cat'] = $base;
$base++;
}
if (SupportUsers::getSetting("group_group")) {
$this->group_nest['group'] = $base;
$base++;
}
if (SupportUsers::getSetting("group_pri")) {
$this->group_nest['pri'] = $base;
$base++;
}
}
if ($name == "") {
if ($type == "prod") {
$name = JText::_('NO_PRODUCT');
}
if ($type == "dept") {
$name = JText::_('NO_DEPARTMENT');
}
if ($type == "cat") {
$name = JText::_('NO_CATEGORY');
}
if ($type == "group") {
$name = JText::_('NO_GROUP');
}
}
$style = "style='padding-left: " . 16 * $this->group_nest[$type] . "px;'";
?>
<div class="fss_ticket_grouping" <?php
echo $style;
?>
>
<img src='<?php
echo JURI::root(true);
?>
/components/com_fss/assets/images/support/<?php
echo $type;
?>
.png' width="16" height="16">
<?php
echo $name;
?>
</div>
<?php
}
<?php
/**
* @package Freestyle Joomla
* @author Freestyle Joomla
* @copyright (C) 2013 Freestyle Joomla
* @license GNU/GPLv3 http://www.gnu.org/licenses/gpl-3.0.html
**/
defined('_JEXEC') or die;
$def_sig = SupportUsers::getSetting("default_sig");
?>
<select name="signature" id="signature">
<optgroup label="<?php
echo JText::_('Signatures');
?>
:">
<?php
foreach (SupportCanned::GetAllSigs(null) as $sig) {
?>
<?php
if ($sig_txt == "") {
$sig_txt = $sig->content;
}
?>
<option value="<?php
echo $sig->id;
?>
"
<?php
if ($sig->id == $def_sig) {
echo "selected";
