function cannedResp($id, $format = '')
{
global $thisstaff, $_GET;
include_once INCLUDE_DIR . 'class.canned.php';
if (!$id || !($canned = Canned::lookup($id)) || !$canned->isEnabled()) {
Http::response(404, 'No such premade reply');
}
//Load ticket.
if ($_GET['tid']) {
include_once INCLUDE_DIR . 'class.ticket.php';
$ticket = Ticket::lookup($_GET['tid']);
}
switch ($format) {
case 'json':
$resp['id'] = $canned->getId();
$resp['ticket'] = $canned->getTitle();
$resp['response'] = $ticket ? $ticket->replaceVars($canned->getResponse()) : $canned->getResponse();
$resp['files'] = $canned->getAttachments();
$response = $this->json_encode($resp);
break;
case 'txt':
default:
$response = $ticket ? $ticket->replaceVars($canned->getResponse()) : $canned->getResponse();
}
return $response;
}
function cannedResp($id, $format = 'text')
{
global $thisstaff, $cfg;
include_once INCLUDE_DIR . 'class.canned.php';
if (!$id || !($canned = Canned::lookup($id)) || !$canned->isEnabled()) {
Http::response(404, 'No such premade reply');
}
if (!$cfg->isHtmlThreadEnabled()) {
$format .= '.plain';
}
return $canned->getFormattedResponse($format);
}
?>
<select id="cannedResp" name="cannedResp">
<option value="0" selected="selected"><?php
echo __('Select a canned response');
?>
</option>
<option value='original'><?php
echo __('Original Message');
?>
</option>
<option value='lastmessage'><?php
echo __('Last Message');
?>
</option>
<?php
if ($cannedResponses = Canned::responsesByDeptId($ticket->getDeptId())) {
echo '<option value="0" disabled="disabled">
------------- ' . __('Premade Replies') . ' ------------- </option>';
foreach ($cannedResponses as $id => $title) {
echo sprintf('<option value="%d">%s</option>', $id, $title);
}
}
?>
</select>
<br>
<?php
}
# endif (canned-resonse-enabled)
$signature = '';
switch ($thisstaff->getDefaultSignatureType()) {
case 'dept':
$tform->render(true);
?>
</tbody>
<tbody>
<?php
//is the user allowed to post replies??
if($thisstaff->canPostReply()) { ?>
<tr>
<th colspan="2">
<em><strong>Response</strong>: Optional response to the above issue.</em>
</th>
</tr>
<tr>
<td colspan=2>
<?php
if(($cannedResponses=Canned::getCannedResponses())) {
?>
<div style="margin-top:0.3em;margin-bottom:0.5em">
Canned Response:
<select id="cannedResp" name="cannedResp">
<option value="0" selected="selected">— Select a canned response —</option>
<?php
foreach($cannedResponses as $id =>$title) {
echo sprintf('<option value="%d">%s</option>',$id,$title);
}
?>
</select>
<label><input type='checkbox' value='1' name="append" id="append" checked="checked">Append</label>
</div>
<?php
case 'disable':
$sql = 'UPDATE ' . CANNED_TABLE . ' SET isenabled=0 ' . ' WHERE canned_id IN (' . implode(',', db_input($_POST['ids'])) . ')';
if (db_query($sql) && ($num = db_affected_rows())) {
if ($num == $count) {
$msg = 'Selected canned responses disabled';
} else {
$warn = "{$num} of {$count} selected canned responses disabled";
}
} else {
$errors['err'] = 'Unable to disable selected canned responses';
}
break;
case 'delete':
$i = 0;
foreach ($_POST['ids'] as $k => $v) {
if (($c = Canned::lookup($v)) && $c->delete()) {
$i++;
}
}
if ($i == $count) {
$msg = 'Selected canned responses deleted successfully';
} elseif ($i > 0) {
$warn = "{$i} of {$count} selected canned responses deleted";
} elseif (!$errors['err']) {
$errors['err'] = 'Unable to delete selected canned responses';
}
break;
default:
$errors['err'] = 'Unknown command';
}
}
function cannedResponse($tid, $cid, $format = 'text')
{
global $thisstaff, $cfg;
if (!($ticket = Ticket::lookup($tid)) || !$ticket->checkStaffAccess($thisstaff)) {
Http::response(404, 'Unknown ticket ID');
}
if ($cid && !is_numeric($cid)) {
if (!($response = $ticket->getThread()->getVar($cid))) {
Http::response(422, 'Unknown ticket variable');
}
// Ticket thread variables are assumed to be quotes
$response = "<br/><blockquote>{$response}</blockquote><br/>";
// Return text if html thread is not enabled
if (!$cfg->isHtmlThreadEnabled()) {
$response = Format::html2text($response, 90);
}
// XXX: assuming json format for now.
return Format::json_encode(array('response' => $response));
}
if (!$cfg->isHtmlThreadEnabled()) {
$format .= '.plain';
}
$varReplacer = function (&$var) use($ticket) {
return $ticket->replaceVars($var);
};
include_once INCLUDE_DIR . 'class.canned.php';
if (!$cid || !($canned = Canned::lookup($cid)) || !$canned->isEnabled()) {
Http::response(404, 'No such premade reply');
}
return $canned->getFormattedResponse($format, $varReplacer);
}
/**
* Loads data from the I18N_DIR for the target language into the
* database. This is intended to be done at the time of installation;
* however, care should be taken in this process to ensure that the
* process could be repeated if an administrator wanted to change the
* system language and reload the data.
*/
function loadDefaultData()
{
# notrans -- do not translate the contents of this array
$models = array('department.yaml' => 'Dept::create', 'sla.yaml' => 'SLA::create', 'form.yaml' => 'DynamicForm::create', 'list.yaml' => 'DynamicList::create', 'help_topic.yaml' => 'Topic::create', 'filter.yaml' => 'Filter::create', 'team.yaml' => 'Team::create', 'organization.yaml' => 'Organization::__create', 'ticket_status.yaml' => 'TicketStatus::__create', 'group.yaml' => 'Group::create', 'file.yaml' => 'AttachmentFile::create', 'sequence.yaml' => 'Sequence::__create');
$errors = array();
foreach ($models as $yaml => $m) {
if ($objects = $this->getTemplate($yaml)->getData()) {
foreach ($objects as $o) {
if ($m && is_callable($m)) {
@call_user_func_array($m, array($o, &$errors));
}
// TODO: Add a warning to the success page for errors
// found here
$errors = array();
}
}
}
// Priorities
$priorities = $this->getTemplate('priority.yaml')->getData();
foreach ($priorities as $name => $info) {
$sql = 'INSERT INTO ' . PRIORITY_TABLE . ' SET priority=' . db_input($name) . ', priority_id=' . db_input($info['priority_id']) . ', priority_desc=' . db_input($info['priority_desc']) . ', priority_color=' . db_input($info['priority_color']) . ', priority_urgency=' . db_input($info['priority_urgency']);
db_query($sql);
}
// Configuration
require_once INCLUDE_DIR . 'class.config.php';
if (($tpl = $this->getTemplate('config.yaml')) && ($data = $tpl->getData())) {
foreach ($data as $section => $items) {
$_config = new Config($section);
foreach ($items as $key => $value) {
$_config->set($key, $value);
}
}
}
// Load core config
$_config = new OsticketConfig();
// Determine reasonable default max_file_size
$max_size = Format::filesize2bytes(strtoupper(ini_get('upload_max_filesize')));
$val = (int) $max_size / 2;
$po2 = 1;
while ($po2 < $val) {
$po2 <<= 1;
}
$_config->set('max_file_size', $po2);
// Pages and content
foreach (array('landing', 'thank-you', 'offline', 'registration-staff', 'pwreset-staff', 'banner-staff', 'registration-client', 'pwreset-client', 'banner-client', 'registration-confirm', 'registration-thanks', 'access-link') as $type) {
$tpl = $this->getTemplate("templates/page/{$type}.yaml");
if (!($page = $tpl->getData())) {
continue;
}
$sql = 'INSERT INTO ' . PAGE_TABLE . ' SET type=' . db_input($type) . ', name=' . db_input($page['name']) . ', body=' . db_input($page['body']) . ', lang=' . db_input($tpl->getLang()) . ', notes=' . db_input($page['notes']) . ', created=NOW(), updated=NOW(), isactive=1';
if (db_query($sql) && ($id = db_insert_id()) && in_array($type, array('landing', 'thank-you', 'offline'))) {
$_config->set("{$type}_page_id", $id);
}
}
// Default Language
$_config->set('system_language', $this->langs[0]);
// content_id defaults to the `id` field value
db_query('UPDATE ' . PAGE_TABLE . ' SET content_id=id');
// Canned response examples
if (($tpl = $this->getTemplate('templates/premade.yaml')) && ($canned = $tpl->getData())) {
foreach ($canned as $c) {
if (($id = Canned::create($c, $errors)) && isset($c['attachments'])) {
$premade = Canned::lookup($id);
foreach ($c['attachments'] as $a) {
$premade->attachments->save($a, false);
}
}
}
}
// Email templates
// TODO: Lookup tpl_id
if ($objects = $this->getTemplate('email_template_group.yaml')->getData()) {
foreach ($objects as $o) {
$o['lang_id'] = $this->langs[0];
$tpl = EmailTemplateGroup::create($o, $errors);
}
}
// This shouldn't be necessary
$tpl = EmailTemplateGroup::lookup(1);
foreach ($tpl::$all_names as $name => $info) {
if (($tp = $this->getTemplate("templates/email/{$name}.yaml")) && ($t = $tp->getData())) {
$t['tpl_id'] = $tpl->getId();
$t['code_name'] = $name;
$id = EmailTemplate::create($t, $errors);
if ($id && ($template = EmailTemplate::lookup($id)) && ($ids = Draft::getAttachmentIds($t['body']))) {
$template->attachments->upload($ids, true);
}
}
}
}
function postCannedReply($canned, $msgId, $alert = true)
{
global $ost, $cfg;
if (!is_object($canned) && !($canned = Canned::lookup($canned)) || !$canned->isEnabled()) {
return false;
}
$files = array();
foreach ($canned->attachments->getAll() as $file) {
$files[] = $file['id'];
}
if ($cfg->isHtmlThreadEnabled()) {
$response = new HtmlThreadBody($this->replaceVars($canned->getHtml()));
} else {
$response = new TextThreadBody($this->replaceVars($canned->getPlainText()));
}
$info = array('msgId' => $msgId, 'poster' => __('SYSTEM (Canned Reply)'), 'response' => $response, 'cannedattachments' => $files);
$errors = array();
if (!($response = $this->postReply($info, $errors, false, false))) {
return null;
}
$this->markUnAnswered();
if (!$alert) {
return $response;
}
$dept = $this->getDept();
if (($email = $dept->getEmail()) && ($tpl = $dept->getTemplate()) && ($msg = $tpl->getAutoReplyMsgTemplate())) {
if ($dept && $dept->isPublic()) {
$signature = $dept->getSignature();
} else {
$signature = '';
}
$msg = $this->replaceVars($msg->asArray(), array('response' => $response, 'signature' => $signature, 'recipient' => $this->getOwner()));
$attachments = $cfg->emailAttachments() && $files ? $response->getAttachments() : array();
$options = array('inreplyto' => $response->getEmailMessageId(), 'references' => $response->getEmailReferences(), 'thread' => $response);
$email->sendAutoReply($this, $msg['subj'], $msg['body'], $attachments, $options);
}
return $response;
}
function lookup($id)
{
return $id && is_numeric($id) && ($c = new Canned($id)) && $c->getId() == $id ? $c : null;
}
function create($vars, &$errors, $origin, $autorespond = true, $alertstaff = true)
{
global $ost, $cfg, $thisclient, $_FILES;
//Check for 403
if ($vars['email'] && Validator::is_email($vars['email'])) {
//Make sure the email address is not banned
if (EmailFilter::isBanned($vars['email'])) {
$errors['err'] = 'Ticket denied. Error #403';
$ost->logWarning('Ticket denied', 'Banned email - ' . $vars['email']);
return 0;
}
//Make sure the open ticket limit hasn't been reached. (LOOP CONTROL)
if ($cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff') && ($client = Client::lookupByEmail($vars['email'])) && ($openTickets = $client->getNumOpenTickets()) && $openTickets >= $cfg->getMaxOpenTickets()) {
$errors['err'] = "You've reached the maximum open tickets allowed.";
$ost->logWarning('Ticket denied -' . $vars['email'], sprintf('Max open tickets (%d) reached for %s ', $cfg->getMaxOpenTickets(), $vars['email']));
return 0;
}
}
// Make sure email contents should not be rejected
if (($email_filter = new EmailFilter($vars)) && ($filter = $email_filter->shouldReject())) {
$errors['err'] = 'Ticket denied. Error #403';
$ost->logWarning('Ticket denied', sprintf('Banned email - %s by filter "%s"', $vars['email'], $filter->getName()));
return 0;
}
$id = 0;
$fields = array();
$fields['name'] = array('type' => 'string', 'required' => 1, 'error' => 'Name required');
$fields['email'] = array('type' => 'email', 'required' => 1, 'error' => 'Valid email required');
$fields['subject'] = array('type' => 'string', 'required' => 1, 'error' => 'Subject required');
$fields['message'] = array('type' => 'text', 'required' => 1, 'error' => 'Message required');
switch (strtolower($origin)) {
case 'web':
$fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Select help topic');
break;
case 'staff':
$fields['deptId'] = array('type' => 'int', 'required' => 1, 'error' => 'Dept. required');
$fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Topic required');
$fields['duedate'] = array('type' => 'date', 'required' => 0, 'error' => 'Invalid date - must be MM/DD/YY');
case 'api':
$fields['source'] = array('type' => 'string', 'required' => 1, 'error' => 'Indicate source');
break;
case 'email':
$fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => 'Email unknown');
break;
default:
# TODO: Return error message
$errors['err'] = $errors['origin'] = 'Invalid origin given';
}
$fields['priorityId'] = array('type' => 'int', 'required' => 0, 'error' => 'Invalid Priority');
$fields['phone'] = array('type' => 'phone', 'required' => 0, 'error' => 'Valid phone # required');
if (!Validator::process($fields, $vars, $errors) && !$errors['err']) {
$errors['err'] = 'Missing or invalid data - check the errors and try again';
}
//Make sure phone extension is valid
if ($vars['phone_ext']) {
if (!is_numeric($vars['phone_ext']) && !$errors['phone']) {
$errors['phone'] = 'Invalid phone ext.';
} elseif (!$vars['phone']) {
//make sure they just didn't enter ext without phone # XXX: reconsider allowing!
$errors['phone'] = 'Phone number required';
}
}
//Make sure the due date is valid
if ($vars['duedate']) {
if (!$vars['time'] || strpos($vars['time'], ':') === false) {
$errors['time'] = 'Select time';
} elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) === false) {
$errors['duedate'] = 'Invalid duedate';
} elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) <= time()) {
$errors['duedate'] = 'Due date must be in the future';
}
}
# Perform email filter actions on the new ticket arguments XXX: Move filter to the top and check for reject...
if (!$errors && $email_filter) {
$email_filter->apply($vars);
}
# Some things will need to be unpacked back into the scope of this
# function
if (isset($vars['autorespond'])) {
$autorespond = $vars['autorespond'];
}
//Any error above is fatal.
if ($errors) {
return 0;
}
// OK...just do it.
$deptId = $vars['deptId'];
//pre-selected Dept if any.
$priorityId = $vars['priorityId'];
$source = ucfirst($vars['source']);
$topic = NULL;
// Intenal mapping magic...see if we need to overwrite anything
if (isset($vars['topicId']) && ($topic = Topic::lookup($vars['topicId']))) {
//Ticket created via web by user/or staff
$deptId = $deptId ? $deptId : $topic->getDeptId();
$priorityId = $priorityId ? $priorityId : $topic->getPriorityId();
if ($autorespond) {
$autorespond = $topic->autoRespond();
}
$source = $vars['source'] ? $vars['source'] : 'Web';
} elseif ($vars['emailId'] && !$vars['deptId'] && ($email = Email::lookup($vars['emailId']))) {
//Emailed Tickets
$deptId = $email->getDeptId();
$priorityId = $priorityId ? $priorityId : $email->getPriorityId();
if ($autorespond) {
$autorespond = $email->autoRespond();
}
$email = null;
$source = 'Email';
} elseif ($vars['deptId']) {
//Opened by staff.
$deptId = $vars['deptId'];
$source = ucfirst($vars['source']);
}
//Last minute checks
$priorityId = $priorityId ? $priorityId : $cfg->getDefaultPriorityId();
$deptId = $deptId ? $deptId : $cfg->getDefaultDeptId();
$topicId = $vars['topicId'] ? $vars['topicId'] : 0;
$ipaddress = $vars['ip'] ? $vars['ip'] : $_SERVER['REMOTE_ADDR'];
//We are ready son...hold on to the rails.
$extId = Ticket::genExtRandID();
$sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ' ,lastmessage= NOW()' . ' ,ticketID=' . db_input($extId) . ' ,dept_id=' . db_input($deptId) . ' ,topic_id=' . db_input($topicId) . ' ,priority_id=' . db_input($priorityId) . ' ,email=' . db_input($vars['email']) . ' ,name=' . db_input(Format::striptags($vars['name'])) . ' ,subject=' . db_input(Format::striptags($vars['subject'])) . ' ,phone="' . db_input($vars['phone'], false) . '"' . ' ,phone_ext=' . db_input($vars['phone_ext'] ? $vars['phone_ext'] : '') . ' ,ip_address=' . db_input($ipaddress) . ' ,source=' . db_input($source);
//Make sure the origin is staff - avoid firebug hack!
if ($vars['duedate'] && !strcasecmp($origin, 'staff')) {
$sql .= ' ,duedate=' . db_input(date('Y-m-d G:i', Misc::dbtime($vars['duedate'] . ' ' . $vars['time'])));
}
if (!db_query($sql) || !($id = db_insert_id()) || !($ticket = Ticket::lookup($id))) {
return null;
}
/* -------------------- POST CREATE ------------------------ */
if (!$cfg->useRandomIds()) {
//Sequential ticketIDs support really..really suck arse.
$extId = $id;
//To make things really easy we are going to use autoincrement ticket_id.
db_query('UPDATE ' . TICKET_TABLE . ' SET ticketID=' . db_input($extId) . ' WHERE ticket_id=' . $id . ' LIMIT 1');
//TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable]
}
$dept = $ticket->getDept();
//post the message.
$msgid = $ticket->postMessage($vars['message'], $source, $vars['mid'], $vars['header'], true);
// Configure service-level-agreement for this ticket
$ticket->selectSLAId($vars['slaId']);
//Auto assign staff or team - auto assignment based on filter rules.
if ($vars['staffId'] && !$vars['assignId']) {
$ticket->assignToStaff($vars['staffId'], 'auto-assignment');
}
if ($vars['teamId'] && !$vars['assignId']) {
$ticket->assignToTeam($vars['teamId'], 'auto-assignment');
}
/********** double check auto-response ************/
//Overwrite auto responder if the FROM email is one of the internal emails...loop control.
if ($autorespond && Email::getIdByEmail($ticket->getEmail())) {
$autorespond = false;
}
if ($autorespond && $dept && !$dept->autoRespONNewTicket()) {
$autorespond = false;
}
# Messages that are clearly auto-responses from email systems should
# not have a return 'ping' message
if ($autorespond && $vars['header'] && EmailFilter::isAutoResponse(Mail_Parse::splitHeaders($vars['header']))) {
$autorespond = false;
}
//Don't auto respond to mailer daemons.
if ($autorespond && (strpos(strtolower($vars['email']), 'mailer-daemon@') !== false || strpos(strtolower($vars['email']), 'postmaster@') !== false)) {
$autorespond = false;
}
if ($vars['cannedResponseId'] && ($canned = Canned::lookup($vars['cannedResponseId'])) && $canned->isEnabled()) {
$files = array();
foreach ($canned->getAttachments() as $file) {
$files[] = $file['id'];
}
$ticket->postReply(array('msgId' => $msgid, 'response' => $ticket->replaceTemplateVars($canned->getResponse()), 'cannedattachments' => $files), $errors, true);
// If a canned-response is immediately queued for this ticket,
// disable the autoresponse
$autorespond = false;
}
/***** See if we need to send some alerts ****/
$ticket->onNewTicket($vars['message'], $autorespond, $alertstaff);
/************ check if the user JUST reached the max. open tickets limit **********/
if ($cfg->getMaxOpenTickets() > 0 && ($client = $ticket->getClient()) && $client->getNumOpenTickets() == $cfg->getMaxOpenTickets()) {
$ticket->onOpenLimit($autorespond && strcasecmp($origin, 'staff'));
}
/* Start tracking ticket lifecycle events */
$ticket->logEvent('created');
/* Phew! ... time for tea (KETEPA) */
return $ticket;
}
function postCannedReply($canned, $msgId, $alert = true)
{
global $ost, $cfg;
if (!is_object($canned) && !($canned = Canned::lookup($canned)) || !$canned->isEnabled()) {
return false;
}
$files = array();
foreach ($canned->getAttachments() as $file) {
$files[] = $file['id'];
}
$info = array('msgId' => $msgId, 'poster' => 'SYSTEM (Canned Reply)', 'response' => $this->replaceVars($canned->getResponse()), 'cannedattachments' => $files);
$errors = array();
if (!($response = $this->postReply($info, $errors, false))) {
return null;
}
$this->markUnAnswered();
if (!$alert) {
return $response;
}
$dept = $this->getDept();
if (!($tpl = $dept->getTemplate())) {
$tpl = $cfg->getDefaultTemplate();
}
if (!$dept || !($email = $dept->getEmail())) {
$email = $cfg->getDefaultEmail();
}
if ($tpl && ($msg = $tpl->getAutoReplyMsgTemplate()) && $email) {
if ($dept && $dept->isPublic()) {
$signature = $dept->getSignature();
} else {
$signature = '';
}
$msg = $this->replaceVars($msg->asArray(), array('response' => $response, 'signature' => $signature));
if ($cfg->stripQuotedReply() && ($tag = $cfg->getReplySeparator())) {
$msg['body'] = "\n{$tag}\n\n" . $msg['body'];
}
$attachments = $cfg->emailAttachments() && $files ? $response->getAttachments() : array();
$options = array('inreplyto' => $response->getEmailMessageId(), 'references' => $response->getEmailReferences());
$email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body'], $attachments, $options);
}
return $response;
}
