/**
* Updates a ticket's urgency up or down one level, if the user isn't using Javascript
*
* Assuming the user can see the ticket and has suitable permissions, the urgency of the ticket will be updated and an
* action log entry added. If they cannot see the ticket, or do not have urgency-change permission (including higher
* urgency permission if necessary), a fatal error will be generated.
*
* Accessed through ?action=helpdesk;sa=urgencychange;ticket=x;change=(increase|decrease);sessvar=sessid before directing back to the main helpdesk page.
*
* @see shd_can_alter_urgency()
*
* @since 1.0
*/
function shd_urgency_change_noajax()
{
global $smcFunc, $user_info, $context, $sourcedir;
checkSession('get');
// First, figure out the state of the ticket - is it private or not? Can we even see it? Current urgency?
if (empty($context['ticket_id'])) {
fatal_lang_error('shd_no_ticket', false);
}
$query = shd_db_query('', '
SELECT id_member_started, subject, urgency, status, id_dept
FROM {db_prefix}helpdesk_tickets AS hdt
WHERE {query_see_ticket}
AND id_ticket = {int:current_ticket}', array('current_ticket' => $context['ticket_id']));
if ($row = $smcFunc['db_fetch_assoc']($query)) {
$can_urgency = shd_can_alter_urgency($row['urgency'], $row['id_member_started'], $row['status'] == TICKET_STATUS_CLOSED, $row['status'] == TICKET_STATUS_DELETED, $row['id_dept']);
if (empty($_GET['change']) || empty($can_urgency[$_GET['change']])) {
fatal_lang_error('shd_cannot_change_urgency');
}
$new_urgency = $row['urgency'] + ($_GET['change'] == 'increase' ? 1 : -1);
$action = 'urgency_' . $_GET['change'];
require_once $sourcedir . '/sd_source/Subs-SimpleDeskPost.php';
$msgOptions = array();
$posterOptions = array();
$ticketOptions = array('id' => $context['ticket_id'], 'urgency' => $new_urgency);
shd_modify_ticket_post($msgOptions, $ticketOptions, $posterOptions);
shd_log_action($action, array('ticket' => $context['ticket_id'], 'subject' => $row['subject'], 'urgency' => $new_urgency));
redirectexit('action=helpdesk;sa=ticket;ticket=' . $context['ticket_id']);
} else {
fatal_lang_error('shd_no_ticket', false);
}
}
function shd_save_reply()
{
global $txt, $modSettings, $sourcedir, $context, $scripturl;
global $user_info, $options, $smcFunc, $memberContext;
$_REQUEST['msg'] = !empty($_REQUEST['msg']) ? (int) $_REQUEST['msg'] : 0;
// We're replying so there must be an existing ticket or sumthin's WRONG.
$ticketinfo = shd_load_ticket();
$reply = array();
$new_reply = $_REQUEST['msg'] == 0;
// So, at this point, we can see it, but no guarantee we can reply to it.
// Can we reply to any? If so, just go right along. If not, we need to do more work.
if ($new_reply) {
if (!shd_allowed_to('shd_reply_ticket_any', $ticketinfo['dept'])) {
if (shd_allowed_to('shd_reply_ticket_own', $ticketinfo['dept'])) {
if (!$ticketinfo['is_own']) {
fatal_lang_error('shd_cannot_reply_any_but_own', false);
}
} else {
fatal_lang_error('shd_cannot_reply_any', false);
}
// can't do nuthin'
}
} else {
$query = shd_db_query('', '
SELECT id_msg, id_member, body, modified_time, modified_member, modified_name
FROM {db_prefix}helpdesk_ticket_replies
WHERE id_msg = {int:msg}
AND id_ticket = {int:ticket}', array('msg' => $_REQUEST['msg'], 'ticket' => $context['ticket_id']));
if ($smcFunc['db_num_rows']($query) == 0) {
$smcFunc['db_free_result']($query);
fatal_lang_error('shd_no_ticket', false);
}
$reply = $smcFunc['db_fetch_assoc']($query);
if (!shd_allowed_to('shd_edit_reply_any', $ticketinfo['dept'])) {
if (shd_allowed_to('shd_edit_reply_own', $ticketinfo['dept'])) {
if ($reply['id_member'] != $user_info['id']) {
fatal_lang_error('shd_cannot_edit_reply_any_but_own', false);
}
} else {
fatal_lang_error('shd_cannot_edit_reply_any', false);
}
}
}
$context['ticket_form'] = array('dept' => $ticketinfo['dept'], 'form_title' => $new_reply ? $txt['shd_reply_ticket'] : $txt['shd_ticket_edit_reply'], 'form_action' => $scripturl . '?action=helpdesk;sa=savereply', 'first_msg' => $new_reply ? 0 : $ticketinfo['id_first_msg'], 'message' => shd_format_text($ticketinfo['body'], $ticketinfo['smileys_enabled'], $new_reply ? '' : 'shd_reply_' . $ticketinfo['id_first_msg']), 'subject' => $ticketinfo['subject'], 'ticket' => $context['ticket_id'], 'msg' => $_REQUEST['msg'], 'display_id' => str_pad($context['ticket_id'], $modSettings['shd_zerofill'], '0', STR_PAD_LEFT), 'urgency' => array('setting' => $ticketinfo['urgency']), 'private' => array('setting' => $ticketinfo['private'], 'can_change' => false, 'options' => array(0 => 'shd_ticket_notprivate', 1 => 'shd_ticket_private')), 'status' => $ticketinfo['status'], 'member' => array('name' => $ticketinfo['starter_name'], 'id' => $ticketinfo['starter_id'], 'link' => shd_profile_link($ticketinfo['starter_name'], $ticketinfo['starter_id'])), 'assigned' => array('id' => $ticketinfo['assigned_id'], 'name' => !empty($ticketinfo['assigned_id']) ? $ticketinfo['assigned_name'] : $txt['shd_unassigned'], 'link' => !empty($ticketinfo['assigned_id']) ? shd_profile_link($ticketinfo['assigned_name'], $ticketinfo['assigned_id']) : '<span class="error">' . $txt['shd_unassigned'] . '</span>'), 'num_replies' => $ticketinfo['num_replies'], 'do_attach' => shd_allowed_to('shd_post_attachment', $ticketinfo['dept']), 'reply' => $_POST['shd_message'], 'return_to_ticket' => isset($_REQUEST['goback']), 'disable_smileys' => !empty($_REQUEST['no_smileys']));
$context['can_solve'] = shd_allowed_to('shd_resolve_ticket_any', $ticketinfo['dept']) || shd_allowed_to('shd_resolve_ticket_own', $ticketinfo['dept']) && $ticketinfo['starter_id'] == $user_info['id'];
$context['can_silent_update'] = $new_reply && shd_allowed_to('shd_silent_update', $ticketinfo['dept']);
$context['log_action'] = $new_reply ? 'newreply' : 'editreply';
$context['log_params']['subject'] = $context['ticket_form']['subject'];
shd_posting_additional_options();
shd_load_canned_replies();
$context['can_ping'] = $new_reply && shd_allowed_to('shd_singleton_email', $context['ticket_form']['dept']);
// Ticket privacy
if (empty($modSettings['shd_privacy_display']) || $modSettings['shd_privacy_display'] == 'smart') {
$context['display_private'] = shd_allowed_to('shd_view_ticket_private_any', $ticketinfo['dept']) || shd_allowed_to('shd_alter_privacy_own', $ticketinfo['dept']) || shd_allowed_to('shd_alter_privacy_any', $ticketinfo['dept']) || $context['ticket_form']['private']['setting'];
} else {
$context['display_private'] = true;
}
loadMemberData($ticketinfo['starter_id']);
if (loadMemberContext($ticketinfo['starter_id'])) {
$context['ticket_form']['member']['avatar'] = $memberContext[$ticketinfo['starter_id']]['avatar'];
}
if (!empty($ticketinfo['modified_time'])) {
$context['ticket_form'] += array('modified' => array('name' => $ticketinfo['modified_name'], 'id' => $ticketinfo['modified_id'], 'time' => timeformat($ticketinfo['modified_time']), 'link' => shd_profile_link($ticketinfo['modified_name'], $ticketinfo['modified_id'])));
}
if (isset($_REQUEST['preview'])) {
$context['ticket_form']['preview'] = array('title' => $txt['shd_previewing_reply'] . ': ' . (empty($context['ticket_form']['subject']) ? '<em>' . $txt['no_subject'] . '</em>' : $context['ticket_form']['subject']), 'body' => shd_format_text($_POST['shd_message']));
}
shd_load_attachments();
shd_get_urgency_options($ticketinfo['is_own'], $ticketinfo['dept']);
$context['ticket_form']['urgency']['can_change'] = false;
if (!empty($ticketinfo['num_replies'])) {
shd_setup_replies($ticketinfo['id_first_msg']);
}
// A few basic checks
if ($context['ticket_form']['status'] == TICKET_STATUS_CLOSED) {
fatal_lang_error('shd_cannot_edit_closed', false);
} elseif ($context['ticket_form']['status'] == TICKET_STATUS_DELETED) {
fatal_lang_error('shd_cannon_edit_deleted', false);
}
// Have there been any new replies that we missed?
if (empty($options['no_new_reply_warning']) && isset($_REQUEST['num_replies'])) {
$_REQUEST['num_replies'] = (int) $_REQUEST['num_replies'];
$newReplies = $context['ticket_form']['num_replies'] > $_REQUEST['num_replies'] ? $context['ticket_form']['num_replies'] - $_REQUEST['num_replies'] : 0;
if (!empty($newReplies)) {
loadLanguage('Post');
if ($newReplies > 1) {
$txt['error_new_replies'] = sprintf($txt['error_new_replies'], $newReplies);
}
$context['shd_errors'][] = $newReplies == 1 ? 'new_reply' : 'new_replies';
}
}
// OK, does the user want to close this ticket? Are there any problems with that?
if (!empty($context['can_solve']) && !empty($_POST['resolve_ticket'])) {
$string = shd_check_dependencies();
if (!empty($string)) {
$context['shd_errors'][] = $string;
}
}
// Custom fields?
shd_load_custom_fields(false, $context['ticket_form']['msg'], $context['ticket_form']['dept']);
list($missing_fields, $invalid_fields) = shd_validate_custom_fields($context['ticket_form']['msg'], $context['ticket_form']['dept']);
$context['can_override_fields'] = shd_allowed_to('shd_override_cf', $context['ticket_form']['dept']);
$context['overriding_fields'] = $context['can_override_fields'] && isset($_POST['override_cf']);
// Did any custom fields fail validation?
if (!empty($invalid_fields)) {
$context['shd_errors'][] = 'invalid_fields';
$txt['error_invalid_fields'] = sprintf($txt['error_invalid_fields'], implode(', ', $invalid_fields));
}
// Any flat-out missing?
if (!empty($missing_fields) && !$context['overriding_fields']) {
$context['shd_errors'][] = 'missing_fields';
$txt['error_missing_fields'] = sprintf($txt['error_missing_fields'], implode(', ', $missing_fields));
}
if ($context['can_override_fields'] && !empty($missing_fields)) {
$context['ticket_form']['additional_opts']['override_cf'] = array('show' => true, 'checked' => false, 'text' => $txt['shd_override_cf']);
}
if (!empty($context['shd_errors']) || !empty($context['ticket_form']['preview'])) {
checkSubmitOnce('free');
// Anything else for redisplaying the form
$context['page_title'] = $txt['shd_helpdesk'];
$context['sub_template'] = 'reply_post';
// Oh, yeah, we need to look at the existing notifications pinging stuff, if appropriate, and reset that.
if ($context['can_ping'] && !empty($_POST['notify']) && is_array($_POST['notify'])) {
$items = array();
foreach ($_POST['notify'] as $item) {
if (!empty($item) && is_numeric($item)) {
$items[] = $item;
}
}
if (!empty($items)) {
$context['notification_ping_list'] = implode(',', $items);
}
}
shd_check_attachments();
// Set up the fancy editor
shd_postbox('shd_message', un_preparsecode($_POST['shd_message']), array('post_button' => $new_reply ? $txt['shd_reply_ticket'] : $txt['shd_ticket_edit_reply']));
// Build the link tree and navigation
$context['linktree'][] = array('name' => $txt['shd_reply_ticket']);
checkSubmitOnce('register');
} else {
// It all worked, w00t, so let's get ready to rumble
$attachIDs = shd_handle_attachments();
if ($new_reply) {
// So... what is the new status?
$new_status = shd_determine_status('reply', $ticketinfo['starter_id'], $user_info['id'], -1, $context['ticket_form']['dept']);
// We explicitly don't care about how many replies - but it must be non-zero. Default in function spec is -1.
// Now to add the ticket details
$posterOptions = array('id' => $user_info['id']);
$msgOptions = array('body' => $_POST['shd_message'], 'id' => $context['ticket_form']['msg'], 'smileys_enabled' => empty($context['ticket_form']['disable_smileys']), 'attachments' => $attachIDs, 'custom_fields' => !empty($context['ticket_form']['custom_fields'][$context['ticket_form']['msg']]) ? $context['ticket_form']['custom_fields'][$context['ticket_form']['msg']] : array());
$ticketOptions = array('id' => $context['ticket_form']['ticket'], 'mark_as_read' => true, 'status' => $new_status);
if (!empty($context['can_solve']) && !empty($_POST['resolve_ticket'])) {
$ticketOptions['status'] = TICKET_STATUS_CLOSED;
shd_log_action('resolve', array('ticket' => $context['ticket_id'], 'subject' => $ticketinfo['subject']));
}
shd_create_ticket_post($msgOptions, $ticketOptions, $posterOptions);
// Handle notifications
require_once $sourcedir . '/sd_source/SimpleDesk-Notifications.php';
shd_notifications_notify_newreply($msgOptions, $ticketOptions, $posterOptions);
} else {
// Only add what has actually changed
// Now to add the ticket details
$posterOptions = array();
$msgOptions = array('id' => $context['ticket_form']['msg'], 'attachments' => $attachIDs, 'custom_fields' => !empty($context['ticket_form']['custom_fields'][$context['ticket_form']['msg']]) ? $context['ticket_form']['custom_fields'][$context['ticket_form']['msg']] : array());
$ticketOptions = array('id' => $context['ticket_form']['ticket']);
if ((bool) $ticketinfo['smileys_enabled'] == $context['ticket_form']['disable_smileys']) {
// since one is enabled, one is 'now disable'...
$msgOptions['smileys_enabled'] = !$context['ticket_form']['disable_smileys'];
}
if ($reply['body'] != $context['ticket_form']['reply']) {
$msgOptions['body'] = $context['ticket_form']['reply'];
}
if (isset($msgOptions['body'])) {
$msgOptions['modified'] = array('id' => $user_info['id'], 'name' => $user_info['name'], 'time' => time());
}
if (!empty($context['can_solve']) && !empty($_POST['resolve_ticket'])) {
$ticketOptions['status'] = TICKET_STATUS_CLOSED;
shd_log_action('resolve', array('ticket' => $context['ticket_id'], 'subject' => $ticketinfo['subject']));
}
// DOOOOOOOO EEEEEEEEEEET NAO!
shd_modify_ticket_post($msgOptions, $ticketOptions, $posterOptions);
// OK, did we get any custom fields back?
foreach ($context['custom_fields_updated'] as $field) {
$action = 'cf_' . ($field['scope'] == CFIELD_TICKET ? 'tkt' : 'rpl') . (empty($field['default']) ? 'change_' : 'chgdef_') . ($field['visible'][0] ? 'user' : '') . ($field['visible'][1] ? 'staff' : '') . 'admin';
unset($field['default'], $field['scope'], $field['visible']);
$field['subject'] = $ticketinfo['subject'];
shd_log_action($action, $field);
}
}
$context['ticket_form']['msg'] = $msgOptions['id'];
shd_done_posting();
}
}
/**
* Actually commits a ticket assignment to the database.
*
* This function sets up the relevant options before handing over to shd_modify_ticket_post() which is the preferred way to modify
* tickets generally. No permissions check is performed here.
*
* Relies on $context['shd_return_to'] to have been set, defaults to 'ticket' to return to ticket, otherwise return to home page
* on value of 'home'.
*
* @param int $ticket Ticket id number, assumed to exist.
* @param int $assignment User id of the user to which this ticket will be assigned; can be 0 to unassign a ticket
*
* @see shd_assign()
* @see shd_assign2()
*/
function shd_commit_assignment($ticket, $assignment, $is_ajax = false)
{
global $smcFunc, $sourcedir, $context, $modSettings;
require_once $sourcedir . '/sd_source/Subs-SimpleDeskPost.php';
$msgOptions = array();
$posterOptions = array();
$ticketOptions = array('id' => $context['ticket_id'], 'assigned' => $assignment);
// Int hooks - after we've set everything up but before we actually press the button
call_integration_hook('shd_hook_assign', array(&$ticket, &$assignment));
shd_modify_ticket_post($msgOptions, $ticketOptions, $posterOptions);
// Handle notifications
require_once $sourcedir . '/sd_source/SimpleDesk-Notifications.php';
shd_notifications_notify_assign($ticket, $assignment);
// If we're doing it AJAXively, we just want this to do the job and then go back to AJAX workflow.
if ($is_ajax) {
return;
}
if (!empty($context['shd_return_to']) && $context['shd_return_to'] == 'home') {
redirectexit($context['shd_home'] . $context['shd_dept_link']);
} else {
redirectexit('action=helpdesk;sa=ticket;ticket=' . $ticket);
}
}
/**
* Handles AJAX updates to ticket urgency.
*
* Receives request through ?action=helpdesk;sa=ajax;op=urgency;change=x where x is increase or decrease.
*
* Operations:
* - silent session check; if fail, add to $context['ajax_return']['error']
* - ticket id check; if fail, add to $context['ajax_return']['error']
* - get enough ticket data to do this
* - check permissions with {@link shd_can_alter_urgency()} and permissions; if fail, add to $context['ajax_return']['error']
* - identify whether the new urgency needs 'urgent' styling or not and put the new urgency in $context['ajax_return']['message']
* - update the database with the new urgency
* - identify whether the new urgency continues to allow the current user to change urgency or not
* - put the button links if appropriate into $context['ajax_return']['increase'] and $context['ajax_return']['decrease'] and return
*/
function shd_ajax_urgency()
{
global $smcFunc, $user_info, $context, $txt, $scripturl, $settings, $sourcedir;
$session_check = checkSession('get', '', false);
// check the session but don't die fatally.
if (!empty($session_check)) {
$context['ajax_return'] = array('error' => $txt[$session_check]);
return;
}
// First, figure out the state of the ticket - is it private or not? Can we even see it?
if (empty($context['ticket_id'])) {
$context['ajax_return'] = array('error' => $txt['shd_no_ticket']);
return;
}
$query = shd_db_query('', '
SELECT id_member_started, subject, urgency, status, id_dept
FROM {db_prefix}helpdesk_tickets AS hdt
WHERE {query_see_ticket}
AND id_ticket = {int:current_ticket}', array('current_ticket' => $context['ticket_id']));
if ($row = $smcFunc['db_fetch_assoc']($query)) {
$can_urgency = shd_can_alter_urgency($row['urgency'], $row['id_member_started'], $row['status'] == TICKET_STATUS_CLOSED, $row['status'] == TICKET_STATUS_DELETED, $row['id_dept']);
if (empty($_GET['change']) || empty($can_urgency[$_GET['change']])) {
$context['ajax_return'] = array('error' => $txt['shd_cannot_change_urgency']);
return;
}
$new_urgency = $row['urgency'] + ($_GET['change'] == 'increase' ? 1 : -1);
$action = 'urgency_' . $_GET['change'];
require_once $sourcedir . '/sd_source/Subs-SimpleDeskPost.php';
$msgOptions = array();
$posterOptions = array();
$ticketOptions = array('id' => $context['ticket_id'], 'urgency' => $new_urgency);
shd_modify_ticket_post($msgOptions, $ticketOptions, $posterOptions);
shd_log_action($action, array('ticket' => $context['ticket_id'], 'subject' => $row['subject'], 'urgency' => $new_urgency));
$new_options = shd_can_alter_urgency($new_urgency, $row['id_member_started'], $row['status'] == TICKET_STATUS_CLOSED, $row['status'] == TICKET_STATUS_DELETED, $row['id_dept']);
$context['ajax_return'] = array('message' => $new_urgency > TICKET_URGENCY_HIGH ? '<span class="error">' . $txt['shd_urgency_' . $new_urgency] . '</span>' : $txt['shd_urgency_' . $new_urgency]);
$array = array('increase' => '<a id="urglink_increase" href="' . $scripturl . '?action=helpdesk;sa=urgencychange;ticket=' . $context['ticket_id'] . ';change=increase;' . $context['session_var'] . '=' . $context['session_id'] . '" title="' . $txt['shd_urgency_increase'] . '"><img src="' . $settings['images_url'] . '/sort_up.png" width="9px" alt="' . $txt['shd_urgency_increase'] . '" /></a>', 'decrease' => '<a id="urglink_decrease" href="' . $scripturl . '?action=helpdesk;sa=urgencychange;ticket=' . $context['ticket_id'] . ';change=decrease;' . $context['session_var'] . '=' . $context['session_id'] . '" title="' . $txt['shd_urgency_decrease'] . '"><img src="' . $settings['images_url'] . '/sort_down.png" width="9px" alt="' . $txt['shd_urgency_decrease'] . '" /></a>');
foreach ($new_options as $button => $can) {
if ($can) {
$context['ajax_return'][$button] = $array[$button];
}
}
return;
} else {
$context['ajax_return'] = array('error' => $txt['shd_no_ticket']);
return;
}
}