/**
* @param string $data
* @param AW_Helpdesk3_Model_Ticket_History $history
*
* @return $this
*/
public function process($data, $history)
{
$notification = $history->getTicket()->getDepartment()->getEmailNotification();
//if current agent = getPrimaryAgent no email
if (Mage::helper('aw_hdu3/ticket')->getCurrentDepartmentAgent()->getId() != $history->getTicket()->getDepartment()->getPrimaryAgent()->getId()) {
$notification->sendToPrimaryAgentNotificationReassign($history);
}
//if current agent = getDepartmentAgentId no email
if (Mage::helper('aw_hdu3/ticket')->getCurrentDepartmentAgent()->getId() != $data['to']) {
$notification->sendToNewAssigneeNotificationReassign($history);
}
$history->getTicket()->setIsAgentChanged(true);
return $this;
}
/**
* @param AW_Helpdesk3_Model_Ticket_History $event
*
* @return string|null
*/
protected function _getContentByEvent(AW_Helpdesk3_Model_Ticket_History $event)
{
$content = null;
if ($event->getEventType() == AW_Helpdesk3_Model_Ticket_History_Event_Message::TYPE) {
$eventData = $event->getEventData();
$content = $eventData['content'];
if (null === $content && $event->getAttachmentCollection()->getSize() > 0) {
$content = '';
}
if (!$event->getData('initiator_department_agent_id')) {
$content = nl2br($this->escapeHtml($content));
}
//parse UID to link
$url = $this->getUrl('helpdesk/customer/viewTicket', array('id' => '{id}'));
$linkTemplate = "<a href='{$url}'>{uid}</a>";
$content = Mage::helper('aw_hdu3/ticket')->replaceUidToLink($content, $linkTemplate, $event->getTicket()->getCustomerEmail());
}
return $content;
}
/**
* @param AW_Helpdesk3_Model_Ticket_History $history
*
* @return $this
*/
public function saveAdditionalData($history)
{
$write = $this->_getWriteAdapter();
$write->insert($this->getTable('aw_hdu3/ticket_history_additional'), array('ticket_history_id' => $history->getId(), 'department_agent_id' => $history->getTicket()->getDepartmentAgentId(), 'department_id' => $history->getTicket()->getDepartmentId(), 'status' => $history->getTicket()->getStatus(), 'priority' => $history->getTicket()->getPriority()));
return $this;
}
/**
* @param string $template
* @param AW_Helpdesk3_Model_Ticket_History $history
*
* @return $this
*/
protected function _sendNotificationToCustomer($template, $history)
{
$ticket = $history->getTicket();
$message = $history->getEventData();
$storeId = $ticket->getStoreId();
$storeLocaleCode = Mage::getStoreConfig('general/locale/code', $storeId);
Mage::app()->getTranslator()->setLocale($storeLocaleCode);
Mage::app()->getTranslator()->init('frontend', true);
return $this->_send($template, $ticket->getCustomerEmail(), $ticket->getCustomerName(), $history->getAttachmentCollection()->getItems(), $ticket, array_merge($this->getTicketEmailVariables($ticket), array('message' => isset($message['content']) ? $message['content'] : '', 'external_link_html' => $this->_getCustomerExternalLinkHtml($ticket), 'allow_rate' => (bool) Mage::helper('aw_hdu3/config')->isAllowRate(), 'external_link_rate_1' => $this->_getRateExternalLinkHtml($ticket, 1), 'external_link_rate_2' => $this->_getRateExternalLinkHtml($ticket, 2), 'external_link_rate_3' => $this->_getRateExternalLinkHtml($ticket, 3), 'external_link_rate_4' => $this->_getRateExternalLinkHtml($ticket, 4), 'external_link_rate_5' => $this->_getRateExternalLinkHtml($ticket, 5), 'is_status_changed' => (bool) $ticket->getIsStatusChanged())));
}
/**
* @param string $data
* @param AW_Helpdesk3_Model_Ticket_History $history
*
* @return $this
*/
public function process($data, $history)
{
$history->getTicket()->setIsDepartmentChanged(true);
return $this;
}
