public function save()
{
// Fill client hidden sections
$user = new User();
$person = new Person();
$user->load(EGS_USERNAME);
if (!is_null($user->person_id)) {
$person->load($user->person_id);
}
// Is this quick entry?
if ($this->_data['TicketResponse']['type'] == 'quick') {
$this->_data['TicketResponse']['type'] = 'site';
$config = new TicketConfigurationCollection(new TicketConfiguration());
$sh = new SearchHandler($config);
$sh->AddConstraint(new Constraint('usercompanyid', '=', EGS_COMPANY_ID));
$config->load($sh);
$config = $config->getContents();
if (count($config) !== 1) {
// Make one.
$newConfig['usercompanyid'] = EGS_COMPANY_ID;
$priority = self::findDefault(new TicketPriorityCollection(new TicketPriority()));
$newConfig['client_ticket_priority_default'] = $priority->id;
$newConfig['internal_ticket_priority_default'] = $priority->id;
$severity = self::findDefault(new TicketSeverityCollection(new TicketSeverity()));
$newConfig['client_ticket_severity_default'] = $severity->id;
$newConfig['internal_ticket_severity_default'] = $severity->id;
$queue = self::findDefault(new TicketQueueCollection(new TicketQueue()));
$newConfig['ticket_queue_default'] = $queue->id;
$category = self::findDefault(new TicketCategoryCollection(new TicketCategory()));
$newConfig['ticket_category_default'] = $category->id;
$status = self::findDefault(new TicketStatusCollection(new TicketStatus()));
$newConfig['client_ticket_status_default'] = $status->id;
$newConfig['internal_ticket_status_default'] = $status->id;
$config = TicketConfiguration::Factory($newConfig);
} else {
$config = $config[0];
}
$this->_data['Ticket']['client_ticket_priority_id'] = $config->client_ticket_priority_default;
$this->_data['Ticket']['ticket_queue_id'] = $config->ticket_queue_default;
}
$this->_data['Ticket']['originator_person_id'] = $user->username;
$this->_data['Ticket']['originator_company_id'] = $user->lastcompanylogin;
$this->_data['Ticket']['internal_ticket_severity_id'] = $this->_data['Ticket']['client_ticket_severity_id'];
$this->_data['Ticket']['internal_ticket_priority_id'] = $this->_data['Ticket']['client_ticket_priority_id'];
if (!isset($this->_data['Ticket']['id'])) {
// Force 'new' status initialy
$ts = new TicketStatusCollection(new TicketStatus());
$sh = new SearchHandler($ts);
$sh->addConstraint(new Constraint('usercompanyid', '=', EGS_COMPANY_ID));
$sh->addConstraint(new Constraint('status_code', '=', 'NEW'));
$ts->load($sh);
$statuses = $ts->getContents();
$status = $statuses[0];
// Should only ever be one status, this should be regulated by earlier validation
$this->_data['Ticket']['client_ticket_status_id'] = $status->id;
$this->_data['Ticket']['internal_ticket_status_id'] = $status->id;
}
if (isset($this->_data['Ticket']['id'])) {
$originalTicket = new Ticket();
$originalTicket->load($this->_data['Ticket']['id']);
$changes = array(array('param' => 'client_ticket_status_id', 'friendly' => 'Status', 'object' => 'TicketStatus'), array('param' => 'client_ticket_priority_id', 'friendly' => 'Priority', 'object' => 'TicketPriority'), array('param' => 'client_ticket_severity_id', 'friendly' => 'Severity', 'object' => 'TicketSeverity'), array('param' => 'ticket_queue_id', 'friendly' => 'Queue', 'object' => 'TicketQueue'));
$changeText = array();
foreach ($changes as $change) {
if ($this->_data['Ticket'][$change['param']] != $originalTicket->{$change}['param']) {
$was = new $change['object']();
$now = new $change['object']();
$was->load($originalTicket->{$change}['param']);
$now->load($this->_data['Ticket'][$change['param']]);
$changeText[] = $change['friendly'] . ': was ' . $was->name . ' now ' . $now->name . '.';
}
}
if (count($changeText) > 0) {
$errors = array();
$ticketResponse = TicketResponse::Factory(array('ticket_id' => $this->_data['Ticket']['id'], 'internal' => 'false', 'body' => implode("\n", $changeText), 'type' => 'status', 'owner' => EGS_USERNAME), $errors, 'TicketResponse');
$ticketResponse->save();
$queue = new TicketQueue();
$queue->load($originalTicket->ticket_queue_id);
// Send mail
$headers = array('From' => $queue->email_address);
$header_string = "";
foreach ($headers as $header => $value) {
$header_string .= $header . ': ' . $value . "\r\n";
}
$body = TicketingUtils::StatusPlate($originalTicket) . implode("\n", $changeText);
$recipients = TicketingUtils::GetRecipients($originalTicket);
foreach ($recipients as $recipient) {
mail($recipient, 're: [' . $originalTicket->ticket_queue_id . '-' . $originalTicket->id . '] ' . $originalTicket->summary, $body, $header_string);
}
}
}
parent::save('Ticket');
$ticket_id = $this->_data['id'];
$this->_data['Ticket']['id'] = $this->_data['id'];
if (isset($this->_data['id'])) {
$this->_data['TicketResponse']['ticket_id'] = $ticket_id;
parent::save('TicketResponse');
}
sendTo('Client', 'view', array('ticketing'), array('id' => $ticket_id));
}
public function save()
{
// Set some defaults
$errors = array();
$flash = Flash::Instance();
if (isset($this->_data['Ticket']['id']) && $this->_data['Ticket']['id'] != '') {
$originalTicket = new Ticket();
$originalTicket->load($this->_data['Ticket']['id']);
// Check for Client Status/Priority/Severity/Queue change
$changes = array(array('param' => 'client_ticket_status_id', 'friendly' => 'Status', 'object' => 'TicketStatus'), array('param' => 'client_ticket_priority_id', 'friendly' => 'Priority', 'object' => 'TicketPriority'), array('param' => 'client_ticket_severity_id', 'friendly' => 'Severity', 'object' => 'TicketSeverity'), array('param' => 'ticket_queue_id', 'friendly' => 'Queue', 'object' => 'TicketQueue'));
$changeText = array();
foreach ($changes as $change) {
if ($this->_data['Ticket'][$change['param']] != $originalTicket->{$change}['param']) {
$was = new $change['object']();
$now = new $change['object']();
$was->load($originalTicket->{$change}['param']);
$now->load($this->_data['Ticket'][$change['param']]);
$changeText[] = $change['friendly'] . ': was ' . $was->name . ' now ' . $now->name . '.';
}
}
if (count($changeText) > 0) {
$ticketResponse = TicketResponse::Factory(array('ticket_id' => $this->_data['Ticket']['id'], 'internal' => 'false', 'body' => implode("\n", $changeText), 'type' => 'status', 'owner' => EGS_USERNAME), $errors, 'TicketResponse');
$ticketResponse->save();
if (!empty($this->_data['TicketResponse']['body']) && !isset($this->_data['TicketResponse']['internal'])) {
$changeText[] = $this->_data['TicketResponse']['body'];
}
// Send mail
$headers = array('From' => TicketingUtils::getReplyAddress($originalTicket));
$header_string = "";
foreach ($headers as $header => $value) {
$header_string .= $header . ': ' . $value . "\r\n";
}
$body = TicketingUtils::StatusPlate($originalTicket) . implode("\n", $changeText);
$recipients = TicketingUtils::GetRecipients($originalTicket);
foreach ($recipients as $recipient) {
mail($recipient, 're: [' . $originalTicket->ticket_queue_id . '-' . $originalTicket->id . '] ' . $originalTicket->summary, $body, $header_string);
}
}
// Check for Internal Status/Priority/Severity/Assigned to/Originator Person/Company change
$changes = array(array('param' => 'internal_ticket_status_id', 'friendly' => 'Internal Status', 'object' => 'TicketStatus'), array('param' => 'internal_ticket_priority_id', 'friendly' => 'Internal Priority', 'object' => 'TicketPriority'), array('param' => 'internal_ticket_severity_id', 'friendly' => 'Internal Severity', 'object' => 'TicketSeverity'), array('param' => 'assigned_to', 'friendly' => 'Assigned To', 'object' => 'User', 'fields' => array('username')), array('param' => 'originator_person_id', 'friendly' => 'Person', 'object' => 'Person'), array('param' => 'originator_company_id', 'friendly' => 'Company', 'object' => 'Company'));
$changeText = array();
foreach ($changes as $change) {
if ($this->_data['Ticket'][$change['param']] != $originalTicket->{$change}['param']) {
$was = new $change['object']();
$now = new $change['object']();
$was->load($originalTicket->{$change}['param']);
$now->load($this->_data['Ticket'][$change['param']]);
if (!isset($change['fields'])) {
$was_value = $was->name;
} else {
$t = '';
foreach ($change['fields'] as $field) {
$t .= $was->{$field} . ' ';
}
$t = rtrim($t);
$was_value = $t;
}
if (!isset($change['fields'])) {
$now_value = $now->name;
} else {
$t = '';
foreach ($change['fields'] as $field) {
$t .= $now->{$field} . ' ';
}
$t = rtrim($t);
$now_value = $t;
}
$changeText[] = $change['friendly'] . ': was ' . $was_value . ' now ' . $now_value . '.';
}
}
if (count($changeText) > 0) {
$ticketResponse = TicketResponse::Factory(array('ticket_id' => $this->_data['Ticket']['id'], 'internal' => 'true', 'body' => implode("\n", $changeText), 'type' => 'status', 'owner' => EGS_USERNAME), $errors, 'TicketResponse');
$ticketResponse->save();
}
// Assignation changed?
if ($this->_data['Ticket']['assigned_to'] != $originalTicket->assigned_to and $this->_data['Ticket']['assigned_to'] != '') {
// Find email address for user
$user = new User();
$user->loadBy('username', $this->_data['Ticket']['assigned_to']);
if (!is_null($user->person_id)) {
$person = new Person();
$person->load($user->person_id);
$to = $person->email->contactmethod;
} else {
$to = '';
}
if (empty($to)) {
$to = $user->email;
}
if ($to != '') {
$body = "The following ticket has been assigned to you:\n";
$body .= '[' . $this->_data['Ticket']['ticket_queue_id'] . '-' . $this->_data['Ticket']['id'] . '] ' . $this->_data['Ticket']['summary'] . "\n";
$header_string = 'From: ' . TicketingUtils::getReplyAddress($originalTicket);
mail($to, 'You\'ve been assigned: [' . $this->_data['Ticket']['ticket_queue_id'] . '-' . $this->_data['Ticket']['id'] . '] ' . $this->_data['Ticket']['summary'], $body, $header_string);
}
}
}
if (isset($this->_data['TicketResponse']) && empty($this->_data['TicketResponse']['body'])) {
unset($this->_data['TicketResponse']);
}
if (parent::save('Ticket', '', $errors)) {
sendTo('Tickets', 'view', array('ticketing'), array('id' => $this->saved_model->id));
}
$errors[] = 'Error saving ticket';
$flash->addErrors($errors);
$this->refresh();
}
