/**
* Standard modular run function for change_detection hooks. They see if their own something has changed in comparison to sample data.
*
* @param string The sample data, serialised and then MD5'd
* @return boolean Whether the something has changed
*/
function run($data)
{
if (get_param('type', 'misc') == 'misc') {
require_code('tickets');
require_code('tickets2');
$ticket_type = get_param_integer('ticket_type', NULL);
$tickets = get_tickets(get_member(), $ticket_type);
return md5(serialize($tickets)) != $data;
}
$id = get_param('id', NULL);
require_code('tickets');
require_code('tickets2');
$forum = 0;
$topic_id = 0;
$ticket_type = 0;
$_comments = get_ticket_posts($id, $forum, $topic_id, $ticket_type);
return md5(serialize($_comments)) != $data;
}
/**
* Actualise ticket creation/reply, then show the ticket again.
*
* @return tempcode The UI
*/
function do_update_ticket()
{
$title = get_page_title('SUPPORT_TICKETS');
$id = get_param('id');
$_title = post_param('title');
$post = post_param('post');
if ($post == '') {
warn_exit(do_lang_tempcode('NO_PARAMETER_SENT', 'post'));
}
$ticket_type = post_param_integer('ticket_type', -1);
$this->check_id($id);
$staff_only = post_param_integer('staff_only', 0) == 1;
// Update
$_home_url = build_url(array('page' => '_SELF', 'type' => 'ticket', 'id' => $id, 'redirect' => NULL), '_SELF', NULL, false, true, true);
$home_url = $_home_url->evaluate();
$email = '';
if ($ticket_type != -1) {
$type_string = get_translated_text($ticket_type);
$ticket_type_details = get_ticket_type($ticket_type);
//$_title=$type_string.' ('.$_title.')';
if (!has_category_access(get_member(), 'tickets', $type_string)) {
access_denied('I_ERROR');
}
// Check FAQ search results first
if ($ticket_type_details['search_faq'] && post_param_integer('faq_searched', 0) == 0) {
$results = $this->do_search($title, $id, $post);
if (!is_null($results)) {
return $results;
}
}
$new_post = new ocp_tempcode();
$new_post->attach(do_lang('THIS_WITH_COMCODE', do_lang('TICKET_TYPE'), $type_string) . "\n\n");
$email = trim(post_param('email', ''));
if ($email != '') {
$body = '> ' . str_replace(chr(10), chr(10) . '> ', $post);
if (substr($body, -2) == '> ') {
$body = substr($body, 0, strlen($body) - 2);
}
$new_post->attach('[email subject="Re: ' . comcode_escape(post_param('title')) . ' [' . get_site_name() . ']" body="' . comcode_escape($body) . '"]' . $email . '[/email]' . "\n\n");
} elseif (is_guest() && $ticket_type_details['guest_emails_mandatory']) {
// Error if the e-mail address is required for this ticket type
warn_exit(do_lang_tempcode('ERROR_GUEST_EMAILS_MANDATORY'));
}
$new_post->attach($post);
$post = $new_post->evaluate();
}
if (addon_installed('captcha')) {
if (get_option('captcha_on_feedback') == '1') {
require_code('captcha');
enforce_captcha();
}
}
ticket_add_post(get_member(), $id, $ticket_type, $_title, $post, $home_url, $staff_only);
// Find true ticket title
$_forum = 1;
$_topic_id = 1;
$_ticket_type = 1;
// These will be returned by reference
$posts = get_ticket_posts($id, $_forum, $_topic_id, $_ticket_type);
if (!is_array($posts)) {
warn_exit(do_lang_tempcode('MISSING_RESOURCE'));
}
$__title = $_title;
foreach ($posts as $ticket_post) {
$__title = $ticket_post['title'];
if ($__title != '') {
break;
}
}
// Send email
if (!$staff_only) {
if ($email == '') {
$email = $GLOBALS['FORUM_DRIVER']->get_member_email_address(get_member());
}
send_ticket_email($id, $__title, $post, $home_url, $email, $ticket_type);
}
$url = build_url(array('page' => '_SELF', 'type' => 'ticket', 'id' => $id), '_SELF');
if (is_guest()) {
$url = build_url(array('page' => '_SELF'), '_SELF');
}
if (get_param('redirect', '') != '') {
$url = make_string_tempcode(get_param('redirect'));
}
return redirect_screen($title, $url, do_lang_tempcode('TICKET_STARTED'));
}
/**
* Update the cache of ticket type lead times (average time taken for a response to tickets of that type) in the database.
* This is a query-intensive function, so should only be run occasionally.
*/
function update_ticket_type_lead_times()
{
require_code('feedback');
$ticket_types = $GLOBALS['SITE_DB']->query_select('ticket_types', NULL);
foreach ($ticket_types as $ticket_type) {
$total_lead_time = 0;
$tickets_counted = 0;
$tickets = $GLOBALS['SITE_DB']->query_select('tickets', NULL, array('ticket_type' => $ticket_type['ticket_type']));
foreach ($tickets as $ticket) {
$max_rows = 0;
$topic = $GLOBALS['FORUM_DRIVER']->show_forum_topics($ticket['forum_id'], 1, 0, $max_rows, $ticket['ticket_id'], true, 'lasttime', false, do_lang('SUPPORT_TICKET') . ': #' . $ticket['ticket_id']);
if (is_null($topic)) {
continue;
}
$topic = $topic[0];
// We need to have two posts for new-style tickets, or three for old-style tickets (with spacers)
if ($topic['num'] < 2 || $topic['firstusername'] == do_lang('SYSTEM') && $topic['num'] < 3) {
continue;
}
$ticket_id = extract_topic_identifier($topic['description']);
$_forum = 1;
$_topic_id = 1;
$_ticket_type = 1;
// These will be returned by reference
$posts = get_ticket_posts($ticket_id, $_forum, $_topic_id, $_ticket_type);
// Differentiate between old- and new-style tickets
if ($topic['firstusername'] == do_lang('SYSTEM')) {
$first_key = 1;
} else {
$first_key = 0;
}
// Find the first post by someone other than the ticket owner
$i = $first_key + 1;
while (array_key_exists($i, $posts) && $posts[$i]['user'] != $posts[$first_key]['user']) {
$i++;
}
if (array_key_exists($i, $posts)) {
$total_lead_time += $posts[$i]['date'] - $posts[$first_key]['date'];
$tickets_counted++;
}
}
/* Calculate the new lead time and store it in the DB */
if ($tickets_counted > 0) {
$GLOBALS['SITE_DB']->query_update('ticket_types', array('cache_lead_time' => $total_lead_time / $tickets_counted), array('ticket_type' => $ticket_type['ticket_type']), '', 1);
}
}
}
