/**
* Display a form for adding/editing a record
*
* @return void
*/
public function editTask()
{
$this->view->setLayout('edit');
$this->view->lists = array();
// Get resolutions
$sr = new Resolution($this->database);
$this->view->lists['resolutions'] = $sr->getResolutions();
$this->view->lists['severities'] = Utilities::getSeverities($this->config->get('severities'));
$id = Request::getInt('id', 0);
$this->view->row = new Query($this->database);
$this->view->row->load($id);
if (!$this->view->row->sort) {
$this->view->row->sort = 'created';
}
if (!$this->view->row->sort_dir) {
$this->view->row->sort_dir = 'desc';
}
include_once dirname(dirname(__DIR__)) . DS . 'models' . DS . 'conditions.php';
$con = new Conditions();
$this->view->conditions = $con->getConditions();
// Set any errors
foreach ($this->getErrors() as $error) {
$this->view->setError($error);
}
// Output the HTML
$this->view->display();
}
</label>
<?php
echo Html::input('calendar', 'target_date', $this->row->get('target_date') != '0000-00-00 00:00:00' ? $this->escape(Date::of($this->row->get('target_date'))->toLocal('Y-m-d H:i:s')) : '', array('id' => 'field-target_date'));
?>
</div>
<div class="grid">
<div class="col span6">
<div class="input-wrap">
<label for="ticket-field-severity">
<?php
echo Lang::txt('COM_SUPPORT_TICKET_COMMENT_SEVERITY');
?>
<select name="severity" id="ticket-field-severity">
<?php
foreach (\Components\Support\Helpers\Utilities::getSeverities() as $severity) {
?>
<option value="<?php
echo $severity;
?>
"<?php
if ($severity == $this->row->get('severity')) {
echo ' selected="selected"';
}
?>
><?php
echo Lang::txt('COM_SUPPORT_TICKET_SEVERITY_' . strtoupper($severity));
?>
</option>
<?php
}
/**
* Delete a record
*
* @param boolean $isSpam
* @return void
*/
public function removeTask($isSpam = false)
{
// Check for request forgeries
Request::checkToken();
// Incoming
$id = Request::getInt('id', 0);
$parentid = Request::getInt('parentid', 0);
// Ensure we have an ID to work with
if (!$id) {
App::redirect(Route::url('index.php?option=' . $this->_option . '&controller=' . $this->_controller, false));
return;
}
$email = 1;
// Turn off/on
$gratitude = 1;
// Turn off/on
$message = '';
// Load the report
$report = new ReportAbuse($this->database);
$report->load($id);
$report->reviewed = Date::toSql();
$report->reviewed_by = User::get('id');
$report->note = Request::getVar('note', '');
// Get the reported item
$results = Event::trigger('support.getReportedItem', array($report->referenceid, $report->category, $parentid));
// Check the results returned for a reported item
$reported = null;
if ($results) {
foreach ($results as $result) {
if ($result) {
$reported = $result[0];
}
}
}
// Remove the reported item and any other related processes that need be performed
$results = Event::trigger('support.deleteReportedItem', array($report->referenceid, $parentid, $report->category, $message));
if ($results) {
foreach ($results as $result) {
if ($result) {
$message .= $result;
}
}
}
if ($isSpam) {
$results = Event::trigger('antispam.onAntispamTrain', array($reported->text, $isSpam));
}
// Mark abuse report as deleted
$report->state = 2;
if (!$report->store()) {
throw new Exception($report->getError(), 500);
}
// Notify item owner
if ($email) {
$user = User::getInstance($reported->author);
// Email "from" info
$from = array('name' => Config::get('sitename') . ' ' . Lang::txt('COM_SUPPORT'), 'email' => Config::get('mailfrom'), 'multipart' => md5(date('U')));
// Email subject
$subject = Lang::txt('COM_SUPPORT_REPORT_ABUSE_EMAIL_SUBJECT', Config::get('sitename'));
// Plain text
$eview = new View(array('base_path' => PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'site', 'name' => 'emails', 'layout' => 'abuse_plain'));
$eview->option = $this->_option;
$eview->controller = $this->_controller;
$eview->reported = $reported;
$eview->report = $report;
$eview->author = $user;
$plain = $eview->loadTemplate(false);
$plain = str_replace("\n", "\r\n", $plain);
// HTML
$eview->setLayout('abuse_html');
$html = $eview->loadTemplate();
$html = str_replace("\n", "\r\n", $html);
// Build message
$message = new Message();
$message->setSubject($subject)->addFrom($from['email'], $from['name'])->addTo($user->get('email'), $user->get('name'))->addHeader('X-Component', 'com_support')->addHeader('X-Component-Object', 'abuse_item_removal');
$message->addPart($plain, 'text/plain');
$message->addPart($html, 'text/html');
// Send the email
if (Utilities::checkValidEmail($user->get('email'))) {
$message->send();
}
}
// Check the HUB configuration to see if banking is turned on
$upconfig = Component::params('com_members');
$banking = $upconfig->get('bankAccounts');
// Give some points to whoever reported abuse
if ($banking && $gratitude) {
$BC = \Hubzero\Bank\Config::values();
$ar = $BC->get('abusereport');
// How many points?
if ($ar) {
$ruser = User::getInstance($report->created_by);
if (is_object($ruser) && $ruser->get('id')) {
$BTL = new \Hubzero\Bank\Teller($ruser->get('id'));
$BTL->deposit($ar, Lang::txt('COM_SUPPORT_ACKNOWLEDGMENT_FOR_VALID_REPORT'), 'abusereport', $id);
}
}
}
// Redirect
App::redirect(Route::url('index.php?option=' . $this->_option . '&controller=' . $this->_controller, false), Lang::txt('COM_SUPPORT_REPORT_ITEM_TAKEN_DOWN'));
}
/**
* Create a new comment
*
* @apiMethod POST
* @apiUri /support/comments
* @apiParameter {
* "name": "ticket",
* "description": "Id of the ticket to make a comment on",
* "type": "integer",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "comment",
* "description": "Comment text",
* "type": "string",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "group",
* "description": "Group to assign the ticket to (by alias)",
* "type": "string",
* "required": false,
* "default": null
* }
* @apiParameter {
* "name": "owner",
* "description": "Id of the owner to assign ticket to",
* "type": "integer",
* "required": false,
* "default": null
* }
* @apiParameter {
* "name": "severity",
* "description": "Severity of the ticket",
* "type": "string",
* "required": false,
* "default": null
* "allowed_values": "minor, normal, major, critical"
* }
* @apiParameter {
* "name": "status",
* "description": "Status of the ticket",
* "type": "integer",
* "required": false,
* "default": null
* }
* @apiParameter {
* "name": "target_date",
* "description": "Target date for completion of ticket (YYYY-MM-DD hh:mm:ss)",
* "type": "string",
* "required": false,
* "default": null
* }
* @apiParameter {
* "name": "cc",
* "description": "Comma seperated list of email addresses to email updates to",
* "type": "string",
* "required": false,
* "default": submitter,owner
* }
* @apiParameter {
* "name": "private",
* "description": "Should the comment be flagged as private",
* "type": "boolean",
* "required": false,
* "default": false
* }
* @apiParameter {
* "name": "email_submitter",
* "description": "Should the submitter be emailed about this comment",
* "type": "boolean",
* "required": false,
* "default": false
* }
* @apiParameter {
* "name": "email_owner",
* "description": "Should the ticket owner be emailed about this comment",
* "type": "boolean",
* "required": false,
* "default": false
* }
* @return void
*/
public function createTask()
{
$this->requiresAuthentication();
if (!$this->acl->check('create', 'comments')) {
throw new Exception(Lang::txt('Not authorized'), 403);
}
$ticket_id = Request::getInt('ticket', null);
if (!isset($ticket_id)) {
throw new Exception(Lang::txt('Bad request - ticket ID required'), 400);
}
$comment_text = Request::getString('comment', '');
if ($comment_text == '') {
throw new Exception(Lang::txt('Bad request - comment required'), 400);
}
$ticket = \Components\Support\Models\Orm\Ticket::oneOrFail($ticket_id);
$comment = new \Components\Support\Models\Orm\Comment();
$changelog = new stdClass();
$comment->set('ticket', Request::get('ticket', ''));
$comment->set('comment', nl2br(Request::get('comment')));
$comment->set('created_by', User::get('id'));
$comment->set('access', Request::get('private', false) == 'true' ? 1 : 0);
$changes = array();
foreach (['group', 'owner', 'severity', 'status', 'target_date', 'category'] as $index) {
if (Request::get($index, null)) {
if (Request::get($index) != $ticket->get($index)) {
$temp = new stdClass();
$temp->field = $index;
$temp->before = $ticket->get($index);
$temp->after = Request::get($index);
if ($index == 'status') {
if ($ticket->get('status') == 0) {
$status_model = new \Components\Support\Models\Orm\Status();
$status_model->set('title', 'Closed');
$status_model->set('open', 0);
} else {
$status_model = \Components\Support\Models\Orm\Status::oneOrFail(Request::get('status'));
}
if ($ticket->get('status') == 0) {
$old_status = new \Components\Support\Models\Orm\Status();
$old_status->set('title', 'Closed');
$old_status->set('open', 0);
} else {
$old_status = \Components\Support\Models\Orm\Status::oneOrFail($ticket->get('status'));
}
$temp->before = $old_status->get('title');
$temp->after = $status_model->get('title');
$ticket->set('open', $status_model->get('open'));
if ($status_model->get('get') == 'open' && $ticket->get('status', null) == 'closed') {
$tiket->set('closed', '0000-00-00 00:00:00');
}
if ($status_model->get('get') == 'closed' && $ticket->get('status', null) == 'open') {
$ticket->set('closed', Date::toSql());
}
}
if ($index == 'owner') {
$old_owner = User::getInstance($ticket->get('owner'));
$new_owner = User::getInstance(Request::get('owner'));
$temp->before = $old_owner->get('username');
$temp->after = $new_owner->get('username');
}
$ticket->set($index, Request::get($index));
$changes[] = $temp;
}
}
}
$changelog->changes = $changes;
if ($comment->get('comment')) {
// If a comment was posted by the ticket submitter to a "waiting user response" ticket, change status.
$user = User::getInstance(User::get('id'));
if ($ticket->get('status') == 2 && $user->get('username') == $ticket->get('login')) {
$ticket->set('status', 0);
}
}
$comment->set('changelog', json_encode($changelog));
if (!$comment->save()) {
throw new Exception(print_r($comment->getErrors(), 1), 500);
}
if (!$ticket->save()) {
throw new Exception(print_r($ticket->getErrors(), 1), 500);
}
// There's now a ticket and a comment, lets add attachments
\Components\Support\Helpers\Utilities::addAttachments($ticket->get('id'), $comment->get('id'));
$msg = new stdClass();
$msg->id = $comment->get('id');
$msg->notified = $comment->get('changelog');
$this->send($msg, 200, 'OK');
/*
$changlog->notifications = array();
if (Request::get('email_owner'))
{
$comment->addTo(array(
'role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_OWNER'),
'name' => $ticket->get_owner->get('name'),
'email' => $ticket->get_owner->get('email'),
'id' => $ticket->get_owner->get('id')
));
$changelog->notifications[] = json_encode(array('role'=>'Ticket owner', 'address'=>$ticket->get_owner()->get('email'), 'name'=>$ticket->get_owner()->get('name')));
}
// Add any CCs to the e-mail list
$cc = Request::get('cc', null);
if ($cc)
{
$cc = explode(',', $cc);
foreach ($cc)
{
$comment->addTo($cc, Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_CC'));
}
$changelog->cc = json_encode($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']
);
}
}
$comment->set('changelog', json_encode($changelog));
$comment->save();
$ticket->save();
$msg = new stdClass;
$msg->id = $comment->get('id');
$msg->notified = $comment->get('changelog');
$this->send($msg, 200, 'OK');
*/
}
/**
* Send emails reminding people of their open tickets
*
* @param object $job \Components\Cron\Models\Job
* @return boolean
*/
public function sendTicketList(\Components\Cron\Models\Job $job)
{
$params = $job->get('params');
$database = App::get('db');
$sconfig = Component::params('com_support');
Lang::load('com_support') || Lang::load('com_support', PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'site');
$sql = "SELECT t.*, o.`name` AS owner_name FROM `#__support_tickets` AS t LEFT JOIN `#__users` AS o ON o.`id`=t.`owner`";
$where = array();
$where[] = "t.`type`=0";
if (is_object($params)) {
if ($val = $params->get('support_ticketlist_open', 1)) {
$where[] = "t.`open`=" . $val;
}
$statuses = array();
if (is_numeric($params->get('support_ticketlist_status1'))) {
$statuses[] = $params->get('support_ticketlist_status1');
}
if (is_numeric($params->get('support_ticketlist_status2'))) {
$statuses[] = $params->get('support_ticketlist_status2');
}
if (is_numeric($params->get('support_ticketlist_status3'))) {
$statuses[] = $params->get('support_ticketlist_status3');
}
if (count($statuses)) {
$where[] = "t.`status` IN (" . implode(',', $statuses) . ")";
}
if ($group = $params->get('support_ticketlist_group')) {
$where[] = "t.`group`=" . $database->quote($group);
}
if ($owners = $params->get('support_ticketlist_owners')) {
$usernames = explode(',', $owners);
$usernames = array_map('trim', $usernames);
foreach ($usernames as $k => $username) {
$user = User::getInstance($username);
$usernames[$k] = $database->quote($user->get('id'));
}
$where[] = "t.`owner` IN (" . implode(", ", $usernames) . ")";
}
if ($severity = $params->get('support_ticketlist_severity')) {
if ($severity != 'all') {
$severities = explode(',', $severity);
$severities = array_map('trim', $severities);
foreach ($severities as $k => $severity) {
$severities[$k] = $database->quote($severity);
}
$where[] = "t.`severity` IN (" . implode(", ", $severities) . ")";
}
}
if ($owned = intval($params->get('support_ticketlist_owned', 0))) {
if ($owned == 1) {
$where[] = "(t.`owner` IS NULL OR t.`owner`='0')";
} else {
if ($owned == 2) {
$where[] = "(t.`owner` IS NOT NULL AND t.`owner` !='0')";
}
}
}
if ($submitters = $params->get('support_ticketlist_submitters')) {
$usernames = explode(',', $submitters);
$usernames = array_map('trim', $usernames);
foreach ($usernames as $k => $username) {
$usernames[$k] = $database->quote($username);
}
$where[] = "t.`login` IN (" . implode(", ", $usernames) . ")";
}
if ($tags = $params->get('support_ticketlist_excludeTags')) {
$tags = explode(',', $tags);
$tags = array_map('trim', $tags);
foreach ($tags as $k => $tag) {
$tags[$k] = $database->quote($tag);
}
$where[] = "t.`id` NOT IN (\n\t\t\t\t\t\t\tSELECT jto.`objectid` FROM `#__tags_object` AS jto\n\t\t\t\t\t\t\tJOIN `#__tags` AS jt ON jto.`tagid`=jt.`id`\n\t\t\t\t\t\t\tWHERE jto.`tbl`='support'\n\t\t\t\t\t\t\tAND (\n\t\t\t\t\t\t\t\tjt.`tag` IN (" . implode(", ", $tags) . ") OR jt.`raw_tag` IN (" . implode(", ", $tags) . ")\n\t\t\t\t\t\t\t)\n\t\t\t\t\t\t)";
}
if ($tags = $params->get('support_ticketlist_includeTags')) {
$tags = explode(',', $tags);
$tags = array_map('trim', $tags);
foreach ($tags as $k => $tag) {
$tags[$k] = $database->quote($tag);
}
$where[] = "t.`id` IN (\n\t\t\t\t\t\t\tSELECT jto.`objectid` FROM `#__tags_object` AS jto\n\t\t\t\t\t\t\tJOIN `#__tags` AS jt ON jto.`tagid`=jt.`id`\n\t\t\t\t\t\t\tWHERE jto.`tbl`='support'\n\t\t\t\t\t\t\tAND (\n\t\t\t\t\t\t\t\tjt.`tag` IN (" . implode(", ", $tags) . ") OR jt.`raw_tag` IN (" . implode(", ", $tags) . ")\n\t\t\t\t\t\t\t)\n\t\t\t\t\t\t)";
}
if ($created = $params->get('support_ticketlist_created', '+week')) {
$op = '';
switch ($created) {
// Created before (older than)
case '-day':
$op = '<=';
$timestamp = Date::modify('-1 day');
break;
case '-week':
$op = '<=';
$timestamp = Date::modify('-1 week');
break;
case '-2week':
$op = '<=';
$timestamp = Date::modify('-2 week');
break;
case '-3week':
$op = '<=';
$timestamp = Date::modify('-3 week');
break;
case '-month':
$op = '<=';
$timestamp = Date::modify('-1 month');
break;
case '-6month':
$op = '<=';
$timestamp = Date::modify('-6 month');
break;
case '-year':
$op = '<=';
$timestamp = Date::modify('-1 year');
break;
// Created since (newer than)
// Created since (newer than)
case '+day':
$op = '>=';
$timestamp = Date::modify('-1 day');
break;
case '+week':
$op = '>=';
$timestamp = Date::modify('-1 week');
break;
case '+2week':
$op = '>=';
$timestamp = Date::modify('-2 week');
break;
case '+3week':
$op = '>=';
$timestamp = Date::modify('-3 week');
break;
case '+month':
$op = '>=';
$timestamp = Date::modify('-1 month');
break;
case '+6month':
$op = '>=';
$timestamp = Date::modify('-6 month');
break;
case '+year':
$op = '>=';
$timestamp = Date::modify('-1 year');
break;
}
if ($op) {
$where[] = "t.`created`" . $op . $database->quote($timestamp->toSql());
}
}
if ($created = $params->get('support_ticketlist_activity', '--')) {
$op = '';
switch ($created) {
// Created before (older than)
case '-day':
$op = '<=';
$timestamp = Date::modify('-1 day');
break;
case '-week':
$op = '<=';
$timestamp = Date::modify('-1 week');
break;
case '-2week':
$op = '<=';
$timestamp = Date::modify('-2 week');
break;
case '-3week':
$op = '<=';
$timestamp = Date::modify('-3 week');
break;
case '-month':
$op = '<=';
$timestamp = Date::modify('-1 month');
break;
case '-6month':
$op = '<=';
$timestamp = Date::modify('-6 month');
break;
case '-year':
$op = '<=';
$timestamp = Date::modify('-1 year');
break;
case 'all':
case '--':
$op = '';
break;
}
if ($op) {
$where[] = "(SELECT MAX(c.`created`) FROM `#__support_comments` AS c WHERE c.`ticket`=t.`id`) " . $op . $database->quote($timestamp->toSql());
}
}
} else {
$where[] = "t.`open`=1";
}
if (count($where) > 0) {
$sql .= " WHERE " . implode(" AND ", $where);
}
$sql .= " ORDER BY t.`created` ASC LIMIT 0, 500";
$database->setQuery($sql);
if (!($results = $database->loadObjectList())) {
return true;
}
include_once PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'models' . DS . 'ticket.php';
if ($params->get('support_ticketlist_severity', 'all') != 'all') {
$severities = explode(',', $params->get('support_ticketlist_severity', 'all'));
} else {
include_once PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'helpers' . DS . 'utilities.php';
$severities = \Components\Support\Helpers\Utilities::getSeverities($sconfig->get('severities'));
}
$from = array();
$from['name'] = Config::get('sitename') . ' ' . Lang::txt('COM_SUPPORT');
$from['email'] = Config::get('mailfrom');
$from['multipart'] = md5(date('U'));
// Set mail additional args (mail return path - used for bounces)
if ($host = Request::getVar('HTTP_HOST', '', 'server')) {
$args = '-f hubmail-bounces@' . $host;
}
$subject = Lang::txt('COM_SUPPORT') . ': ' . Lang::txt('COM_SUPPORT_TICKETS');
$usernames = array();
if ($users = $params->get('support_ticketlist_notify')) {
$usernames = explode(',', $users);
$usernames = array_map('trim', $usernames);
}
$mailed = array();
foreach ($usernames as $owner) {
if ($owner == '{config.mailfrom}') {
$name = Config::get('mailfrom');
$email = Config::get('mailfrom');
} else {
if (strstr($owner, '@')) {
$name = $owner;
$email = $owner;
} else {
// Get the user's account
$user = User::getInstance($owner);
if (!is_object($user) || !$user->get('id')) {
continue;
}
$name = $user->get('name');
$email = $user->get('email');
}
}
// Try to ensure no duplicates
if (in_array($email, $mailed)) {
continue;
}
$eview = new \Hubzero\Mail\View(array('base_path' => PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'site', 'name' => 'emails', 'layout' => 'ticketlist_plain'));
$eview->option = 'com_support';
$eview->controller = 'tickets';
$eview->delimiter = '~!~!~!~!~!~!~!~!~!~!';
$eview->boundary = $from['multipart'];
$eview->tickets = $results;
$eview->config = $sconfig;
$plain = $eview->loadTemplate(false);
$plain = str_replace("\n", "\r\n", $plain);
// HTML
$eview->setLayout('ticketlist_html');
$html = $eview->loadTemplate();
$html = str_replace("\n", "\r\n", $html);
// Build message
$message = new \Hubzero\Mail\Message();
$message->setSubject($subject)->addFrom($from['email'], $from['name'])->addTo($email, $name)->addHeader('X-Component', 'com_support')->addHeader('X-Component-Object', 'support_ticket_list');
$message->addPart($plain, 'text/plain');
$message->addPart($html, 'text/html');
// Send mail
if (!$message->send()) {
//$this->setError(Lang::txt('Failed to mail %s', $fullEmailAddress));
Log::error('CRON email failed: ' . Lang::txt('Failed to mail %s', $email));
}
$mailed[] = $email;
}
return true;
}
</th>
<th scope="col" class="block"><?php
echo Lang::txt('COM_SUPPORT_STATS_COL_AVERAGE');
?>
</th>
</tr>
</thead>
<tbody>
<tr>
<td><?php
echo number_format($user->total);
?>
</td>
<td class="block">
<?php
$lifetime = \Components\Support\Helpers\Utilities::calculateAverageLife($user->tickets);
?>
<?php
echo isset($lifetime[0]) ? $lifetime[0] : 0;
?>
<span><?php
echo Lang::txt('COM_SUPPORT_STATS_DAYS');
?>
</span>
<?php
echo isset($lifetime[1]) ? $lifetime[1] : 0;
?>
<span><?php
echo Lang::txt('COM_SUPPORT_STATS_HOURS');
?>
</span>
/**
* Display a form for processing tickets in a batch
*
* @return void
*/
public function batchTask()
{
Request::setVar('hidemainmenu', 1);
// Incoming
$this->view->ids = Request::getVar('id', array());
$this->view->tmpl = Request::getVar('tmpl', '');
$this->view->filters = Utilities::getFilters();
$this->view->lists = array();
// Get categories
$sa = new Tables\Category($this->database);
$this->view->lists['categories'] = $sa->find('list');
// Get severities
$this->view->lists['severities'] = Utilities::getSeverities($this->config->get('severities'));
$this->view->lists['owner'] = $this->_userSelect('owner', '', 1);
// Output the HTML
$this->view->display();
}
/**
* Removes an item reported as abusive
*
* @param integer $referenceid ID of the database table row
* @param integer $parentid If the element has a parent element
* @param string $category Element type (determines table to look in)
* @param string $message Message to user to append to
* @return string
*/
public function deleteReportedItem($referenceid, $parentid, $category, $message)
{
if (!$this->_canHandle($category)) {
return null;
}
$database = App::get('db');
switch ($category) {
case 'answer':
$database->setQuery("UPDATE `#__answers_responses` SET state='2' WHERE id=" . $referenceid);
if (!$database->query()) {
$this->setError($database->getErrorMsg());
return false;
}
$message .= Lang::txt('PLG_SUPPORT_ANSWERS_NOTIFY_ANSWER_REMOVED', $parentid);
break;
case 'question':
$upconfig = Component::params('com_members');
$banking = $upconfig->get('bankAccounts');
$reward = 0;
if ($banking) {
$reward = $this->getReward($parentid);
}
$responders = array();
// Get all the answers for this question
$database->setQuery("SELECT r.id, r.created_by FROM `#__answers_responses` AS r WHERE r.question_id=" . $referenceid);
$answers = $database->loadObjectList();
if ($answers) {
foreach ($answers as $answer) {
// Delete response
$database->setQuery("UPDATE `#__answers_responses` SET state='2' WHERE id=" . $answer->id);
if (!$database->query()) {
$this->setError($database->getErrorMsg());
return false;
}
// Collect responders names
$responders[] = $answer->created_by;
}
}
$database->setQuery("UPDATE `#__answers_questions` SET state='2', reward='0' WHERE id=" . $referenceid);
if (!$database->query()) {
$this->setError($database->getErrorMsg());
return false;
}
if ($banking && $reward) {
// Send email to people who answered question with reward
if ($responders) {
foreach ($responders as $r) {
$zuser = User::getInstance($r);
if (is_object($zuser)) {
if (\Components\Support\Helpers\Utilities::checkValidEmail($zuser->get('email')) && $email) {
$admin_email = Config::get('mailfrom');
$sub = Lang::txt('PLG_SUPPORT_ANSWERS_SUBJECT', Config::get('sitename'), $referenceid);
$from = Lang::txt('PLG_SUPPORT_ANSWERS_TITLE', Config::get('sitename'));
$hub = array('email' => $admin_email, 'name' => $from);
$mes = Lang::txt('PLG_SUPPORT_ANSWERS_BODY') . "\r\n";
$mes .= '----------------------------' . "\r\n\r\n";
$mes .= Lang::txt('PLG_SUPPORT_ANSWERS_QUESTION', $referenceid) . "\r\n";
\Components\Support\Helpers\Utilities::sendEmail($hub, $zuser->get('email'), $sub, $mes);
}
}
}
}
// get id of asker
$database->setQuery("SELECT created_by FROM `#__answers_questions` WHERE id=" . $parentid);
$asker = $database->loadResult();
if ($asker) {
$quser = User::getInstance($asker);
if (is_object($quser)) {
$asker_id = $quser->get('id');
}
if (isset($asker_id)) {
// Remove hold
$sql = "DELETE FROM `#__users_transactions` WHERE category='answers' AND type='hold' AND referenceid=" . $parentid . " AND uid='" . $asker_id . "'";
$database->setQuery($sql);
if (!$database->query()) {
$this->setError($database->getErrorMsg());
return false;
}
// Make credit adjustment
$BTL_Q = new \Hubzero\Bank\Teller($database, $asker_id);
$credit = $BTL_Q->credit_summary();
$adjusted = $credit - $reward;
$BTL_Q->credit_adjustment($adjusted);
}
}
}
$message .= Lang::txt('PLG_SUPPORT_ANSWERS_NOTIFY_QUESTION_REMOVED', $parentid);
break;
case 'answercomment':
$comment = new \Hubzero\Item\Comment($database);
$comment->load($referenceid);
$comment->state = 2;
if (!$comment->store()) {
$this->setError($comment->getError());
return false;
}
$message .= Lang::txt('PLG_SUPPORT_ANSWERS_NOTIFY_COMMENT_REMOVED', $parentid);
break;
}
return $message;
}
/**
* Create a new record
*
* @return object
*/
public function getConditions()
{
$conditions = new stdClass();
$conditions->owner = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false), $this->_operator('LIKE \'%$1%\'', 'contains', false), $this->_operator('LIKE \'$1%\'', 'starts with', false), $this->_operator('LIKE \'%$1\'', 'ends with', false), $this->_operator('NOT LIKE \'%$1%\'', 'does not contain', false), $this->_operator('NOT LIKE \'$1%\'', 'does not start with', false), $this->_operator('NOT LIKE \'%$1\'', 'does not end with', false)), 'text');
// Groups
$items = array($this->_value('*', Lang::txt('(any of mine)'), true));
if ($xgroups = \Hubzero\User\Helper::getGroups(User::get('id'), 'members')) {
foreach ($xgroups as $xgroup) {
$xgroup->description = trim($xgroup->description) ?: $xgroup->cn;
$items[] = $this->_value($xgroup->cn, stripslashes($this->escape($xgroup->description)), false);
}
}
$conditions->group = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false), $this->_operator('LIKE \'%$1%\'', 'contains', false), $this->_operator('LIKE \'$1%\'', 'starts with', false), $this->_operator('LIKE \'%$1\'', 'ends with', false), $this->_operator('NOT LIKE \'%$1%\'', 'does not contain', false), $this->_operator('NOT LIKE \'$1%\'', 'does not start with', false), $this->_operator('NOT LIKE \'%$1\'', 'does not end with', false)), $items);
$conditions->login = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false), $this->_operator('LIKE \'%$1%\'', 'contains', false), $this->_operator('LIKE \'$1%\'', 'starts with', false), $this->_operator('LIKE \'%$1\'', 'ends with', false), $this->_operator('NOT LIKE \'%$1%\'', 'does not contain', false), $this->_operator('NOT LIKE \'$1%\'', 'does not start with', false), $this->_operator('NOT LIKE \'%$1\'', 'does not end with', false)), 'text');
$conditions->id = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false), $this->_operator('lt', 'less than', false), $this->_operator('gt', 'grater than', false), $this->_operator('=lt', 'less than or equal to', false), $this->_operator('gt=', 'greater than or equal to', false)), 'text');
$conditions->report = $this->_expression(array($this->_operator('=', 'is', false), $this->_operator('!=', 'is not', false), $this->_operator('LIKE \'%$1%\'', 'contains', true), $this->_operator('LIKE \'$1%\'', 'starts with', false), $this->_operator('LIKE \'%$1\'', 'ends with', false), $this->_operator('NOT LIKE \'%$1%\'', 'does not contain', false), $this->_operator('NOT LIKE \'$1%\'', 'does not start with', false), $this->_operator('NOT LIKE \'%$1\'', 'does not end with', false)), 'text');
$conditions->open = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), array($this->_value('1', 'open', true), $this->_value('0', 'closed', false)));
$sr = new \Components\Support\Tables\Status($this->database);
$status = $sr->find('list', array('sort' => 'open', 'sort_Dir' => 'DESC'));
$items = array();
$items[] = $this->_value(0, $this->escape('open: New'), true);
if (isset($status) && is_array($status)) {
$switched = false;
foreach ($status as $anode) {
if (!$anode->open && !$switched) {
$items[] = $this->_value(-1, $this->escape('closed: No resolution'), false);
$switched = true;
}
$items[] = $this->_value($anode->id, $this->escape(($anode->open ? 'open: ' : 'closed: ') . stripslashes($anode->title)), false);
}
}
$conditions->status = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), $items);
$conditions->created = $this->_expression(array($this->_operator('=', 'on', true), $this->_operator('lt', 'before', false), $this->_operator('gt', 'after', false)), 'text');
$conditions->closed = $this->_expression(array($this->_operator('=', 'on', true), $this->_operator('lt', 'before', false), $this->_operator('gt', 'after', false)), 'text');
$conditions->tag = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), 'text');
$conditions->type = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), array($this->_value('0', 'user submitted', true), $this->_value('1', 'automatic', false), $this->_value('3', 'tool', false)));
$severities = Utilities::getSeverities($this->config->get('severities'));
$items = 'text';
if (isset($severities) && is_array($severities)) {
$items = array();
foreach ($severities as $severity) {
$sel = false;
if ($severity == 'normal') {
$sel = true;
}
$items[] = $this->_value($severity, $severity, $sel);
}
}
$conditions->severity = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), $items);
$sc = new Category($this->database);
$categories = $sc->find('list');
$items = 'text';
if (isset($categories) && is_array($categories)) {
$items = array();
foreach ($categories as $anode) {
$sel = false;
$items[] = $this->_value($this->escape($anode->alias), $this->escape(stripslashes($anode->title)), $sel);
}
}
$conditions->category = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), $items);
return $conditions;
}
/**
* Display a form for adding/editing a record
*
* @return void
*/
public function editTask()
{
Request::setVar('hidemainmenu', 1);
$this->view->lists = array();
$this->view->lists['severities'] = Utilities::getSeverities($this->config->get('severities'));
$id = Request::getVar('id', array(0));
if (is_array($id)) {
$id = !empty($id) ? $id[0] : 0;
}
$this->view->row = new Query($this->database);
$this->view->row->load($id);
if (!$this->view->row->sort) {
$this->view->row->sort = 'created';
}
if (!$this->view->row->sort_dir) {
$this->view->row->sort_dir = 'desc';
}
include_once dirname(dirname(__DIR__)) . DS . 'models' . DS . 'conditions.php';
$con = new Conditions();
$this->view->conditions = $con->getConditions();
// Set any errors
foreach ($this->getErrors() as $error) {
$this->view->setError($error);
}
// Output the HTML
$this->view->setLayout('edit')->display();
}
/**
* Create a new ticket
*
* @apiMethod POST
* @apiUri /support/tickets
* @apiParameter {
* "name": "username",
* "description": "The submitter's username",
* "type": "string",
* "required": false,
* "default": null
* }
* @apiParameter {
* "name": "name",
* "description": "The submitter's name",
* "type": "string",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "email",
* "description": "The submitter's email address",
* "type": "string",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "os",
* "description": "The submitter's operating system",
* "type": "string",
* "required": false,
* "default": "Unknown"
* }
* @apiParameter {
* "name": "browser",
* "description": "The submitter's browser type",
* "type": "string",
* "required": false,
* "default": "Unknown"
* }
* @apiParameter {
* "name": "report",
* "description": "Description of the user's problem",
* "type": "string",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "status",
* "description": "The status code of the ticket",
* "type": "integer",
* "required": false,
* "default": 0
* }
* @apiParameter {
* "name": "severity",
* "description": "The severity of the issue",
* "type": "string",
* "required": false,
* "default": "normal" ,
* "allowed_values": "minor, normal, major, critical"
* }
* @apiParameter {
* "name": "owner",
* "description": "The id of the user to assign this ticket to",
* "type": "integer",
* "required": false,
* "default": 0
* }
* @apiParameter {
* "name": "group",
* "description": "Alias of the group to assign the ticket to",
* "type": "string",
* "required": false,
* "default": null
* }
* @apiParameter {
* "name": "files",
* "description": "***STUB*** NOT WORKING",
* "type": "binary",
* "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);
}
//check required fields
if (!Request::get('name', null)) {
throw new Exception(Lang::txt('COM_SUPPORT_ERROR_NAME_NOT_FOUND'), 404);
}
if (!Request::get('email', null)) {
throw new Exception(Lang::txt('COM_SUPPORT_ERROR_EMAIL_NOT_FOUND'), 404);
}
if (!Request::get('report', null)) {
throw new Exception(Lang::txt('COM_SUPPORT_ERROR_REPORT_NOT_FOUND'), 404);
}
// Initiate class and bind data to database fields
$ticket = new \Components\Support\Models\Orm\Ticket();
// Set the column values for our new row
$ticket->set('status', Request::getInt('status', 0));
//check if a username was sent, otherwise fill in with the session's username
if (Request::getString('username', null)) {
$ticket->set('login', Request::get('username', 'None'));
} else {
$ticket->set('login', $result->get('username'));
}
//setting more optional values
$ticket->set('severity', Request::get('severity', 'normal'));
$ticket->set('owner', Request::get('owner', 0));
//check if the report was good
$ticket->set('report', Request::get('report', '', 'none', 2));
if (!$ticket->get('report')) {
throw new Exception(Lang::txt('Error: Report contains no text.'), 500);
}
// build the summary
$summary = substr($ticket->get('report'), 0, 70);
if (strlen($summary) >= 70) {
$summary .= '...';
}
$ticket->set('summary', $summary);
//continue setting values
$ticket->set('email', Request::get('email', 'None'));
$ticket->set('name', Request::get('name', 'None'));
$ticket->set('os', Request::get('os', 'Unknown'));
$ticket->set('browser', Request::get('browser', 'Unknown'));
$ticket->set('ip', Request::ip());
//$ticket->set('hostname', gethostbyaddr(Request::get('REMOTE_ADDR','','server')));
$ticket->set('uas', 'API Submission');
$ticket->set('referrer', '/api/v2.0/support/tickets');
$ticket->set('instances', 1);
$ticket->set('section', 1);
$ticket->set('group', Request::get('group', ''));
$ticket->set('open', 1);
// Save the data
if (!$ticket->save()) {
throw new Exception($ticket->getErrors(), 500);
}
// Now we have a ticket ID, lets check for attachments
\Components\Support\Helpers\Utilities::addAttachments($ticket->get('id'));
// Set the response
$msg = new stdClass();
$msg->submitted = $ticket->get('created');
$msg->ticket = $ticket->get('id');
$this->send($msg, 201);
}
/**
* Updates a ticket with any changes and adds a new comment
*
* @return void
*/
public function updateTask()
{
// Make sure we are still logged in
if (User::isGuest()) {
$return = base64_encode(Route::url('index.php?option=' . $this->_option . '&controller=' . $this->_controller . '&task=' . $this->_task, false, true));
App::redirect(Route::url('index.php?option=com_users&view=login&return=' . $return, false));
return;
}
// Check for request forgeries
Request::checkToken();
// Incoming
$id = Request::getInt('id', 0, 'post');
if (!$id) {
throw new Exception(Lang::txt('COM_SUPPORT_ERROR_MISSING_TICKET_ID'), 500);
}
$comment = Request::getVar('comment', '', 'post', 'none', 2);
$incoming = Request::getVar('ticket', array(), 'post');
$incoming = array_map('trim', $incoming);
if (isset($incoming['target_date'])) {
if (!$incoming['target_date']) {
$incoming['target_date'] = '0000-00-00 00:00:00';
} else {
$incoming['target_date'] = Date::of($incoming['target_date'], Config::get('offset'))->toSql();
}
}
// Load the old ticket so we can compare for the changelog
$old = new Ticket($id);
$old->set('tags', $old->tags('string'));
// Initiate class and bind posted items to database fields
$row = new Ticket($id);
if (!$row->bind($incoming)) {
throw new Exception($row->getError(), 500);
}
$rowc = new Comment();
$rowc->set('ticket', $id);
// Check if changes were made inbetween the time the comment was started and posted
$started = Request::getVar('started', Date::toSql(), 'post');
$lastcomment = $row->comments('list', array('sort' => 'created', 'sort_Dir' => 'DESC', 'limit' => 1, 'start' => 0, 'ticket' => $id))->first();
if ($lastcomment && $lastcomment->created() > $started) {
$rowc->set('comment', $comment);
$this->setError(Lang::txt('Changes were made to this ticket in the time since you began commenting/making changes. Please review your changes before submitting.'));
return $this->ticketTask($rowc);
}
// Update ticket status if necessary
if ($id && isset($incoming['status']) && $incoming['status'] == 0) {
$row->set('open', 0);
$row->set('resolved', Lang::txt('COM_SUPPORT_COMMENT_OPT_CLOSED'));
}
$row->set('open', $row->status('open'));
// Check content
if (!$row->check()) {
throw new Exception($row->getError(), 500);
}
// If an existing ticket AND closed AND previously open
if ($id && !$row->get('open') && $row->get('open') != $old->get('open')) {
// Record the closing time
$row->set('closed', Date::toSql());
}
// Incoming comment
if ($comment) {
// If a comment was posted by the ticket submitter to a "waiting user response" ticket, change status.
if ($row->isWaiting() && User::get('username') == $row->get('login')) {
$row->open();
}
}
// Store new content
if (!$row->store()) {
throw new Exception($row->getError(), 500);
}
// Save the tags
$row->tag(Request::getVar('tags', '', 'post'), User::get('id'), 1);
$row->set('tags', $row->tags('string'));
// Create a new support comment object and populate it
$access = Request::getInt('access', 0);
$rowc->set('ticket', $id);
$rowc->set('comment', nl2br($comment));
$rowc->set('created', Date::toSql());
$rowc->set('created_by', User::get('id'));
$rowc->set('access', $access);
// Compare fields to find out what has changed for this ticket and build a changelog
$rowc->changelog()->diff($old, $row);
$rowc->changelog()->cced(Request::getVar('cc', ''));
// Save the data
if (!$rowc->store()) {
throw new Exception($rowc->getError(), 500);
}
Event::trigger('support.onTicketUpdate', array($row, $rowc));
$attach = new Tables\Attachment($this->database);
if ($tmp = Request::getInt('tmp_dir')) {
$attach->updateCommentId($tmp, $rowc->get('id'));
}
$attachment = $this->uploadTask($row->get('id'), $rowc->get('id'));
// Only do the following if a comment was posted
// otherwise, we're only recording a changelog
if ($rowc->get('comment') || $row->get('owner') != $old->get('owner') || $row->get('group') != $old->get('group') || $rowc->attachments()->total() > 0) {
// Send e-mail to ticket submitter?
if (Request::getInt('email_submitter', 0) == 1) {
// Is the comment private? If so, we do NOT send e-mail to the
// submitter regardless of the above setting
if (!$rowc->isPrivate()) {
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_SUBMITTER'), 'name' => $row->submitter('name'), 'email' => $row->submitter('email'), 'id' => $row->submitter('id')));
}
}
// Send e-mail to ticket owner?
if (Request::getInt('email_owner', 0) == 1) {
if ($old->get('owner') && $row->get('owner') != $old->get('owner')) {
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_PRIOR_OWNER'), 'name' => $old->owner('name'), 'email' => $old->owner('email'), 'id' => $old->owner('id')));
}
if ($row->get('owner')) {
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_OWNER'), 'name' => $row->owner('name'), 'email' => $row->owner('email'), 'id' => $row->owner('id')));
} elseif ($row->get('group')) {
$group = \Hubzero\User\Group::getInstance($row->get('group'));
if ($group) {
foreach ($group->get('managers') as $manager) {
$manager = User::getInstance($manager);
if (!$manager || !$manager->get('id')) {
continue;
}
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_GROUPMANAGER'), 'name' => $manager->get('name'), 'email' => $manager->get('email'), 'id' => $manager->get('id')));
}
}
}
}
// Add any CCs to the e-mail list
foreach ($rowc->changelog()->get('cc') as $cc) {
$rowc->addTo($cc, Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_CC'));
}
// Message people watching this ticket,
// but ONLY if the comment was NOT marked private
foreach ($row->watchers() as $watcher) {
$this->acl->setUser($watcher->user_id);
if (!$rowc->isPrivate() || $rowc->isPrivate() && $this->acl->check('read', 'private_comments')) {
$rowc->addTo($watcher->user_id, 'watcher');
}
}
$this->acl->setUser(User::get('id'));
$recipients = array(['support.tickets', 1]);
if (count($rowc->to())) {
$this->config->set('email_terse', Request::getInt('email_terse', 0));
$allowEmailResponses = $this->config->get('email_processing');
if ($this->config->get('email_terse')) {
$allowEmailResponses = false;
}
if ($allowEmailResponses) {
try {
$encryptor = new \Hubzero\Mail\Token();
} catch (Exception $e) {
$allowEmailResponses = false;
}
}
// Build e-mail components
$subject = Lang::txt('COM_SUPPORT_EMAIL_SUBJECT_TICKET_COMMENT', $row->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('name' => 'emails', 'layout' => 'comment_plain'));
$eview->option = $this->_option;
$eview->controller = $this->_controller;
$eview->comment = $rowc;
$eview->ticket = $row;
$eview->config = $this->config;
$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();
$message['multipart'] = str_replace("\n", "\r\n", $message['multipart']);
$message['attachments'] = array();
if (!$this->config->get('email_terse')) {
foreach ($rowc->attachments() as $attachment) {
if ($attachment->size() < 2097152) {
$message['attachments'][] = $attachment->link('filepath');
}
}
}
foreach ($rowc->to('ids') as $to) {
$recipients[] = ['user', $to['id']];
if ($allowEmailResponses) {
// The reply-to address contains the token
$token = $encryptor->buildEmailToken(1, 1, $to['id'], $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']), $this->_option))) {
$this->setError(Lang::txt('COM_SUPPORT_ERROR_FAILED_TO_MESSAGE', $to['name'] . '(' . $to['role'] . ')'));
}
// Watching should be anonymous
if ($to['role'] == 'watcher') {
continue;
}
$rowc->changelog()->notified($to['role'], $to['name'], $to['email']);
}
foreach ($rowc->to('emails') as $to) {
if ($allowEmailResponses) {
$token = $encryptor->buildEmailToken(1, 1, -9999, $id);
$email = array($to['email'], 'htc-' . $token . strstr(Config::get('mailfrom'), '@'));
// In this case each item in email in an array, 1- To, 2:reply to address
Utilities::sendEmail($email[0], $subject, $message, $from, $email[1]);
} else {
// email is just a plain 'ol string
Utilities::sendEmail($to['email'], $subject, $message, $from);
}
// Watching should be anonymous
if ($to['role'] == 'watcher') {
continue;
}
$rowc->changelog()->notified($to['role'], $to['name'], $to['email']);
}
} else {
// Force entry to private if no comment or attachment was made
if (!$rowc->get('comment') && $rowc->attachments()->total() <= 0) {
$rowc->set('access', 1);
}
}
// Were there any changes?
if (count($rowc->changelog()->get('notifications')) > 0 || $access != $rowc->get('access')) {
if (!$rowc->store()) {
throw new Exception($rowc->getError(), 500);
}
}
$desc = Lang::txt('COM_SUPPORT_ACTIVITY_TICKET_UPDATED', '<a href="' . Route::url($row->link()) . '">#' . $row->get('id') . ' - ' . $row->get('summary') . '</a>');
if ($rowc->get('comment')) {
$desc = Lang::txt('COM_SUPPORT_ACTIVITY_COMMENT_CREATED', $rowc->get('id'), '<a href="' . Route::url($row->link()) . '">#' . $row->get('id') . ' - ' . $row->get('summary') . '</a>');
}
Event::trigger('system.logActivity', ['activity' => ['action' => 'created', 'scope' => 'support.ticket.comment', 'scope_id' => $rowc->get('id'), 'description' => $desc, 'details' => array('id' => $row->get('id'), 'summary' => $row->get('summary'), 'url' => Route::url($row->link()), 'comment' => $rowc->get('id'))], 'recipients' => $recipients]);
}
// Display the ticket with changes, new comment
App::redirect(Route::url('index.php?option=' . $this->_option . '&controller=' . $this->_controller . '&task=ticket&id=' . $id), $this->getError() ? $this->getError() : null, $this->getError() ? 'error' : null);
}
/**
* 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');
}
