$replies = $ascreplies = array();
$ascreplies[] = array("id" => "", "userid" => $userid, "contactid" => $contactid, "name" => $admin ? $admin : $clientname, "email" => $admin ? "" : $clientemail, "admin" => $admin ? true : false, "user" => $user, "admin" => $admin, "date" => $date, "message" => $message, "attachments" => $attachments, "rating" => $rating);
$result = select_query("tblticketreplies", "", array("tid" => $id), "date", "ASC");
while ($data = mysql_fetch_array($result)) {
$ids = $data['id'];
$userid = $data['userid'];
$contactid = $data['contactid'];
$admin = $data['admin'];
$name = $data['name'];
$email = $data['email'];
$date = $data['date'];
$message = $data['message'];
$attachment = $data['attachment'];
$rating = $data['rating'];
$date = fromMySQLDate($date, 1, 1);
$message = ticketMessageFormat($message);
if ($admin) {
$user = "******" . $admin . "</strong><br />" . $_LANG['supportticketsstaff'];
} else {
if (0 < $userid) {
$clientsdata = get_query_vals("tblclients", "firstname,lastname,email", array("id" => $userid));
$clientname = $clientsdata['firstname'] . " " . $clientsdata['lastname'];
$clientemail = $clientsdata['email'];
$user = "******" . $clientname . "</strong><br />" . $_LANG['supportticketsclient'];
if (0 < $contactid) {
$contactdata = get_query_vals("tblcontacts", "firstname,lastname,email", array("id" => $contactid, "userid" => $userid));
$clientname = $contactdata['firstname'] . " " . $contactdata['lastname'];
$clientemail = $contactdata['email'];
$user = "******" . $clientname . "</strong><br />" . $_LANG['supportticketscontact'];
}
} else {
function AddReply($ticketid, $userid, $contactid, $message, $admin, $attachfile = "", $from = "", $status = "", $noemail = "", $api = false)
{
global $CONFIG;
if ($admin) {
$data = get_query_vals("tbltickets", "userid,contactid,name,email", array("id" => $ticketid));
if (0 < $data['userid']) {
if (0 < $data['contactid']) {
$data = get_query_vals("tblcontacts", "firstname,lastname,email", array("id" => $data['contactid'], "userid" => $data['userid']));
} else {
$data = get_query_vals("tblclients", "firstname,lastname,email", array("id" => $data['userid']));
}
$message = str_replace("[NAME]", $data['firstname'] . " " . $data['lastname'], $message);
$message = str_replace("[FIRSTNAME]", $data['firstname'], $message);
$message = str_replace("[EMAIL]", $data['email'], $message);
} else {
$message = str_replace("[NAME]", $data['name'], $message);
$message = str_replace("[FIRSTNAME]", current(explode(" ", $data['name'])), $message);
$message = str_replace("[EMAIL]", $data['email'], $message);
}
if (!function_exists("getAdminName")) {
require ROOTDIR . "/includes/adminfunctions.php";
}
$adminname = $api ? $admin : getAdminName();
}
$table = "tblticketreplies";
$array = array("tid" => $ticketid, "userid" => $userid, "contactid" => $contactid, "name" => $from['name'], "email" => $from['email'], "date" => "now()", "message" => $message, "admin" => $adminname, "attachment" => $attachfile);
$ticketreplyid = insert_query($table, $array);
$result = select_query("tbltickets", "tid,did,title,urgency,flag", array("id" => $ticketid));
$data = mysql_fetch_array($result);
$tid = $data['tid'];
$deptid = $data['did'];
$tickettitle = $data['title'];
$urgency = $data['urgency'];
$flagadmin = $data['flag'];
if ($userid) {
$result = select_query("tblclients", "firstname,lastname", array("id" => $userid));
$data = mysql_fetch_array($result);
$clientname = $data['firstname'] . " " . $data['lastname'];
} else {
$clientname = $from['name'];
}
$deptname = getDepartmentName($deptid);
if ($admin) {
if ($status == "") {
$status = "Answered";
}
$updateqry = array("status" => $status, "clientunread" => "1", "lastreply" => "now()");
if ($CONFIG['TicketLastReplyUpdateClientOnly']) {
unset($updateqry['lastreply']);
}
update_query("tbltickets", $updateqry, array("id" => $ticketid));
addTicketLog($ticketid, "New Ticket Response");
if (!$noemail) {
sendMessage("Support Ticket Reply", $ticketid, $ticketreplyid);
}
run_hook("TicketAdminReply", array("ticketid" => $ticketid, "replyid" => $ticketreplyid, "deptid" => $deptid, "deptname" => $deptname, "subject" => $tickettitle, "message" => $message, "priority" => $urgency, "admin" => $adminname, "status" => $status));
return null;
}
$status = "Customer-Reply";
update_query("tbltickets", array("status" => "Customer-Reply", "clientunread" => "1", "adminunread" => "", "lastreply" => "now()"), array("id" => $ticketid));
addTicketLog($ticketid, "New Ticket Response made by User");
if ($flagadmin) {
sendAdminMessage("Support Ticket Response", array("ticket_id" => $ticketid, "ticket_tid" => $tid, "client_id" => $userid, "client_name" => $clientname, "ticket_department" => $deptname, "ticket_subject" => $tickettitle, "ticket_priority" => $urgency, "ticket_message" => ticketMessageFormat($message)), "support", "", $flagadmin);
} else {
if (!$noemail) {
sendAdminMessage("Support Ticket Response", array("ticket_id" => $ticketid, "ticket_tid" => $tid, "client_id" => $userid, "client_name" => $clientname, "ticket_department" => $deptname, "ticket_subject" => $tickettitle, "ticket_priority" => $urgency, "ticket_message" => ticketMessageFormat($message)), "support", $deptid, "", true);
}
}
run_hook("TicketUserReply", array("ticketid" => $ticketid, "replyid" => $ticketreplyid, "userid" => $userid, "deptid" => $deptid, "deptname" => $deptname, "subject" => $tickettitle, "message" => $message, "priority" => $urgency, "status" => $status));
}
}
if ($flagto) {
$updateqry['flag'] = $flagto;
sendAdminMessage("Support Ticket Flagged", array("ticket_id" => $ticketid, "ticket_tid" => $tickettid, "client_id" => $ticketuserid, "client_name" => get_query_val("tblclients", "CONCAT(firstname,' ',lastname)", array("id" => $ticketuserid)), "ticket_department" => getDepartmentName($newdepartment ? $newdepartment : $ticketdeptid), "ticket_subject" => $ticketsubject, "ticket_priority" => $newpriority ? $newpriority : $ticketpriority, "ticket_message" => ticketMessageFormat($ticketmsg)), "support", $newdepartment ? $newdepartment : $ticketdeptid, $flagto);
}
if (count($updateqry)) {
update_query("tbltickets", $updateqry, array("id" => $ticketid));
}
if ($notify) {
$notify = explode(",", $notify);
if (in_array("all", $notify)) {
sendAdminMessage("Escalation Rule Notification", array("rule_name" => $name, "ticket_id" => $ticketid, "ticket_tid" => $tickettid, "client_id" => $ticketuserid, "client_name" => get_query_val("tblclients", "CONCAT(firstname,' ',lastname)", array("id" => $ticketuserid)), "ticket_department" => getDepartmentName($newdepartment ? $newdepartment : $ticketdeptid), "ticket_subject" => $ticketsubject, "ticket_priority" => $newpriority ? $newpriority : $ticketpriority, "ticket_message" => ticketMessageFormat($ticketmsg)), "support", $newdepartment ? $newdepartment : $ticketdeptid);
}
foreach ($notify as $notifyid) {
if (is_numeric($notifyid)) {
sendAdminMessage("Escalation Rule Notification", array("rule_name" => $name, "ticket_id" => $ticketid, "ticket_tid" => $tickettid, "client_id" => $ticketuserid, "client_name" => get_query_val("tblclients", "CONCAT(firstname,' ',lastname)", array("id" => $ticketuserid)), "ticket_department" => getDepartmentName($newdepartment ? $newdepartment : $ticketdeptid), "ticket_subject" => $ticketsubject, "ticket_priority" => $newpriority ? $newpriority : $ticketpriority, "ticket_message" => ticketMessageFormat($ticketmsg), "ticket_status" => $ticketstatus), "support", "", $notifyid);
continue;
}
}
}
if ($addreply) {
if (!$newstatus) {
$newstatus = $ticketstatus;
}
AddReply($ticketid, "", "", $addreply, "System", "", "", $newstatus, "", true);
}
}
}
update_query("tblconfiguration", array("value" => date("Y-m-d H:i:s")), array("setting" => "TicketEscalationLastRun"));
exit;
}
