/**
* @param Model_DevblocksEvent $event
*/
function handleEvent(Model_DevblocksEvent $event)
{
switch ($event->id) {
case 'cron.maint':
DAO_TicketAuditLog::maint();
break;
case 'ticket.merge':
// Listen for ticket merges and update our internal ticket_id records
@($new_ticket_id = $event->params['new_ticket_id']);
@($old_ticket_ids = $event->params['old_ticket_ids']);
if (empty($new_ticket_id) || empty($old_ticket_ids)) {
return;
}
$fields = array(DAO_TicketAuditLog::TICKET_ID => $new_ticket_id);
DAO_TicketAuditLog::updateWhere($fields, sprintf("%s IN (%s)", DAO_TicketAuditLog::TICKET_ID, implode(',', $old_ticket_ids)));
break;
case 'ticket.property.pre_change':
@($ticket_ids = $event->params['ticket_ids']);
@($changed_fields = $event->params['changed_fields']);
// Filter out any mandatory changes we could care less about
unset($changed_fields[DAO_Ticket::UPDATED_DATE]);
unset($changed_fields[DAO_Ticket::MASK]);
unset($changed_fields[DAO_Ticket::FIRST_MESSAGE_ID]);
unset($changed_fields[DAO_Ticket::FIRST_WROTE_ID]);
unset($changed_fields[DAO_Ticket::LAST_WROTE_ID]);
unset($changed_fields[DAO_Ticket::INTERESTING_WORDS]);
@($tickets = DAO_Ticket::getTickets($ticket_ids));
// Is a worker around to invoke this change? 0 = automatic
@($worker_id = null != ($active_worker = CerberusApplication::getActiveWorker()) && !empty($active_worker->id) ? $active_worker->id : 0);
if (is_array($tickets) && !empty($tickets) && is_array($changed_fields) && !empty($changed_fields)) {
foreach ($tickets as $ticket_id => $ticket) {
/* @var $ticket CerberusTicket */
foreach ($changed_fields as $changed_field => $changed_value) {
if (is_array($changed_value)) {
$changed_value = implode("\r\n", $changed_value);
}
// If different
if (isset($ticket->{$changed_field}) && 0 != strcmp($ticket->{$changed_field}, $changed_value)) {
$fields = array(DAO_TicketAuditLog::TICKET_ID => $ticket_id, DAO_TicketAuditLog::WORKER_ID => $worker_id, DAO_TicketAuditLog::CHANGE_DATE => time(), DAO_TicketAuditLog::CHANGE_FIELD => $changed_field, DAO_TicketAuditLog::CHANGE_VALUE => substr($changed_value, 0, 128));
$log_id = DAO_TicketAuditLog::create($fields);
}
}
}
}
break;
}
}
private function _workerAssigned($event)
{
@($ticket_ids = $event->params['ticket_ids']);
@($changed_fields = $event->params['changed_fields']);
if (empty($ticket_ids) || empty($changed_fields)) {
return;
}
@($next_worker_id = $changed_fields[DAO_Ticket::NEXT_WORKER_ID]);
// Make sure a next worker was assigned
if (empty($next_worker_id)) {
return;
}
@($active_worker = CerberusApplication::getActiveWorker());
// Make sure we're not assigning work to ourselves, if so then bail
if (null != $active_worker && $active_worker->id == $next_worker_id) {
return;
}
$url_writer = DevblocksPlatform::getUrlService();
$mail_service = DevblocksPlatform::getMailService();
$mailer = null;
// lazy load
$settings = DevblocksPlatform::getPluginSettingsService();
$default_from = $settings->get('cerberusweb.core', CerberusSettings::DEFAULT_REPLY_FROM, '');
$default_personal = $settings->get('cerberusweb.core', CerberusSettings::DEFAULT_REPLY_PERSONAL, '');
// Loop through all assigned tickets
$tickets = DAO_Ticket::getTickets($ticket_ids);
foreach ($tickets as $ticket) {
/* @var $ticket CerberusTicket */
// If the next worker value didn't change, skip
if ($ticket->next_worker_id == $next_worker_id) {
continue;
}
// Find all our matching filters
if (empty($ticket) || false == ($matches = Model_WatcherMailFilter::getMatches($ticket, 'ticket_assignment', $next_worker_id))) {
return;
}
// (Action) Send Notification
$this->_sendNotifications($matches, $url_writer->write('c=display&mask=' . $ticket->mask, true, false), sprintf("[Ticket] %s", $ticket->subject));
// (Action) Forward Email To:
// Sanitize and combine all the destination addresses
$notify_emails = $this->_getMailingListFromMatches($matches);
if (empty($notify_emails)) {
return;
}
if (null == @($last_message = end($ticket->getMessages()))) {
/* @var $last_message CerberusMessage */
continue;
}
if (null == @($last_headers = $last_message->getHeaders())) {
continue;
}
$reply_to = $default_from;
$reply_personal = $default_personal;
// See if we need a group-specific reply-to
if (!empty($ticket->team_id)) {
@($group_from = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_FROM));
if (!empty($group_from)) {
$reply_to = $group_from;
}
@($group_personal = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_PERSONAL));
if (!empty($group_personal)) {
$reply_personal = $group_personal;
}
}
if (is_array($notify_emails)) {
foreach ($notify_emails as $send_to) {
try {
if (null == $mailer) {
$mailer = $mail_service->getMailer(CerberusMail::getMailerDefaults());
}
// Create the message
$mail = $mail_service->createMessage();
$mail->setTo(array($send_to));
$mail->setFrom(array($reply_to => $reply_personal));
$mail->setReplyTo($reply_to);
$mail->setSubject(sprintf("[assignment #%s]: %s", $ticket->mask, $ticket->subject));
$headers = $mail->getHeaders();
if (false !== @($in_reply_to = $last_headers['in-reply-to'])) {
$headers->addTextHeader('References', $in_reply_to);
$headers->addTextHeader('In-Reply-To', $in_reply_to);
}
$headers->addTextHeader('X-Mailer', 'Cerberus Helpdesk (Build ' . APP_BUILD . ')');
$headers->addTextHeader('Precedence', 'List');
$headers->addTextHeader('Auto-Submitted', 'auto-generated');
$mail->setBody($last_message->getContent());
$result = $mailer->send($mail);
} catch (Exception $e) {
//
}
}
}
}
}
private function _workerAssigned($event)
{
@($ticket_ids = $event->params['ticket_ids']);
@($changed_fields = $event->params['changed_fields']);
if (empty($ticket_ids) || empty($changed_fields)) {
return;
}
@($next_worker_id = $changed_fields[DAO_Ticket::NEXT_WORKER_ID]);
// Make sure a next worker was assigned
if (empty($next_worker_id)) {
return;
}
@($active_worker = CerberusApplication::getActiveWorker());
@($workers = DAO_Worker::getAllActive());
// Make sure we're not assigning work to ourselves, if so then bail
if (null != $active_worker && $active_worker->id == $next_worker_id) {
return;
}
// Make sure the worker exists and is not disabled
if (!isset($workers[$next_worker_id])) {
return;
}
$helpdesk_senders = CerberusApplication::getHelpdeskSenders();
$mail_service = DevblocksPlatform::getMailService();
$mailer = $mail_service->getMailer(CerberusMail::getMailerDefaults());
$settings = CerberusSettings::getInstance();
$default_from = $settings->get(CerberusSettings::DEFAULT_REPLY_FROM, '');
$default_personal = $settings->get(CerberusSettings::DEFAULT_REPLY_PERSONAL, '');
@($worker_notify_email = DAO_WorkerPref::get($next_worker_id, ChWatchersPlugin::WORKER_PREF_ASSIGN_EMAIL, ''));
// If our next worker doesn't have an assignment pref
if (empty($worker_notify_email)) {
return;
}
// Don't allow silly workers to use the inbound addresses as their watchers
if (isset($helpdesk_senders[$worker_notify_email])) {
return;
}
// Send notifications to this worker for each ticket
$tickets = DAO_Ticket::getTickets($ticket_ids);
foreach ($tickets as $ticket) {
/* @var $ticket CerberusTicket */
// If the next worker value didn't change, skip
if ($ticket->next_worker_id == $next_worker_id) {
continue;
}
if (null == @($last_message = end($ticket->getMessages()))) {
/* @var $last_message CerberusMessage */
continue;
}
if (null == @($last_headers = $last_message->getHeaders())) {
continue;
}
$reply_to = $default_from;
$reply_personal = $default_personal;
// See if we need a group-specific reply-to
if (!empty($ticket->team_id)) {
@($group_from = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_FROM));
if (!empty($group_from)) {
$reply_to = $group_from;
}
@($group_personal = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_PERSONAL));
if (!empty($group_personal)) {
$reply_personal = $group_personal;
}
}
try {
// Create the message
$rcpt_to = new Swift_RecipientList();
$a_rcpt_to = array();
$mail_from = new Swift_Address($reply_to, $reply_personal);
$rcpt_to->addTo($worker_notify_email);
$a_rcpt_to = new Swift_Address($worker_notify_email);
$mail = $mail_service->createMessage();
$mail->setTo($a_rcpt_to);
$mail->setFrom($mail_from);
$mail->setReplyTo($reply_to);
$mail->setSubject(sprintf("[assignment #%s]: %s", $ticket->mask, $ticket->subject));
if (false !== @($in_reply_to = $last_headers['in-reply-to'])) {
$mail->headers->set('References', $in_reply_to);
$mail->headers->set('In-Reply-To', $in_reply_to);
}
$mail->headers->set('X-Mailer', 'Cerberus Helpdesk (Build ' . APP_BUILD . ')');
$mail->headers->set('Precedence', 'List');
$mail->headers->set('Auto-Submitted', 'auto-generated');
$mail->attach(new Swift_Message_Part($last_message->getContent(), 'text/plain', 'base64', LANG_CHARSET_CODE));
$mailer->send($mail, $rcpt_to, $mail_from);
} catch (Exception $e) {
//
}
}
}
function showBatchPanelAction()
{
@($ids = DevblocksPlatform::importGPC($_REQUEST['ids']));
@($view_id = DevblocksPlatform::importGPC($_REQUEST['view_id']));
$tpl = DevblocksPlatform::getTemplateService();
$tpl->assign('path', $this->_TPL_PATH);
$tpl->assign('view_id', $view_id);
$unique_sender_ids = array();
$unique_subjects = array();
if (!empty($ids)) {
$ticket_ids = DevblocksPlatform::parseCsvString($ids);
if (empty($ticket_ids)) {
break;
}
$tickets = DAO_Ticket::getTickets($ticket_ids);
if (is_array($tickets)) {
foreach ($tickets as $ticket) {
/* @var $ticket CerberusTicket */
$ptr =& $unique_sender_ids[$ticket->first_wrote_address_id];
$ptr = intval($ptr) + 1;
$ptr =& $unique_subjects[$ticket->subject];
$ptr = intval($ptr) + 1;
}
}
arsort($unique_subjects);
// sort by occurrences
$senders = DAO_Address::getWhere(sprintf("%s IN (%s)", DAO_Address::ID, implode(',', array_keys($unique_sender_ids))));
foreach ($senders as $sender) {
$ptr =& $unique_senders[$sender->email];
$ptr = intval($ptr) + 1;
}
arsort($unique_senders);
unset($senders);
unset($unique_sender_ids);
@$tpl->assign('ticket_ids', $ticket_ids);
@$tpl->assign('unique_senders', $unique_senders);
@$tpl->assign('unique_subjects', $unique_subjects);
}
// Teams
$teams = DAO_Group::getAll();
$tpl->assign('teams', $teams);
// Categories
$team_categories = DAO_Bucket::getTeams();
// [TODO] Cache these
$tpl->assign('team_categories', $team_categories);
$workers = DAO_Worker::getAllActive();
$tpl->assign('workers', $workers);
// Custom Fields
$custom_fields = DAO_CustomField::getBySource(ChCustomFieldSource_Ticket::ID);
$tpl->assign('custom_fields', $custom_fields);
$tpl->display('file:' . $this->_TPL_PATH . 'tickets/rpc/batch_panel.tpl');
}
private function _workerAssigned($event)
{
@($ticket_ids = $event->params['ticket_ids']);
@($changed_fields = $event->params['changed_fields']);
if (empty($ticket_ids) || empty($changed_fields)) {
return;
}
@($next_worker_id = $changed_fields[DAO_Ticket::NEXT_WORKER_ID]);
// Make sure a next worker was assigned
if (empty($next_worker_id)) {
return;
}
$url_writer = DevblocksPlatform::getUrlService();
$mail_service = DevblocksPlatform::getMailService();
$mailer = null;
// lazy load
$settings = CerberusSettings::getInstance();
$default_from = $settings->get(CerberusSettings::DEFAULT_REPLY_FROM, '');
$default_personal = $settings->get(CerberusSettings::DEFAULT_REPLY_PERSONAL, '');
// Loop through all assigned tickets
$tickets = DAO_Ticket::getTickets($ticket_ids);
foreach ($tickets as $ticket) {
/* @var $ticket CerberusTicket */
// If the next worker value didn't change, skip
if ($ticket->next_worker_id == $next_worker_id) {
continue;
}
// (Action) Forward Email To:
// Sanitize and combine all the destination addresses
$next_worker = DAO_Worker::getAgent($next_worker_id);
$notify_emails = $next_worker->email;
if (empty($notify_emails)) {
return;
}
if (null == @($last_message = end($ticket->getMessages()))) {
/* @var $last_message CerberusMessage */
continue;
}
if (null == @($last_headers = $last_message->getHeaders())) {
continue;
}
$reply_to = $default_from;
$reply_personal = $default_personal;
// See if we need a group-specific reply-to
if (!empty($ticket->team_id)) {
@($group_from = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_FROM));
if (!empty($group_from)) {
$reply_to = $group_from;
}
@($group_personal = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_PERSONAL));
if (!empty($group_personal)) {
$reply_personal = $group_personal;
}
}
try {
if (null == $mailer) {
$mailer = $mail_service->getMailer(CerberusMail::getMailerDefaults());
}
// Create the message
$mail = $mail_service->createMessage();
$mail->setTo(array($notify_emails));
$mail->setFrom(array($reply_to => $reply_personal));
$mail->setReplyTo($reply_to);
$mail->setSubject(sprintf("[RW: assignment #%s]: %s", $ticket->mask, $ticket->subject));
$headers = $mail->getHeaders();
if (false !== @($in_reply_to = $last_headers['in-reply-to'])) {
$headers->addTextHeader('References', $in_reply_to);
$headers->addTextHeader('In-Reply-To', $in_reply_to);
}
$headers->addTextHeader('X-Mailer', 'Cerberus Helpdesk (Build ' . APP_BUILD . ')');
$headers->addTextHeader('Precedence', 'List');
$headers->addTextHeader('Auto-Submitted', 'auto-generated');
$mail->setBody($last_message->getContent());
$result = $mailer->send($mail);
} catch (Exception $e) {
if (!empty($message_id)) {
$fields = array(DAO_MessageNote::MESSAGE_ID => $message_id, DAO_MessageNote::CREATED => time(), DAO_MessageNote::WORKER_ID => 0, DAO_MessageNote::CONTENT => 'Exception thrown while sending watcher email: ' . $e->getMessage(), DAO_MessageNote::TYPE => Model_MessageNote::TYPE_ERROR);
DAO_MessageNote::create($fields);
}
}
}
}
private function _handleTicketClosed($event)
{
@($ticket_ids = $event->params['ticket_ids']);
@($changed_fields = $event->params['changed_fields']);
// for anything other than setting is_closed = 1, we don't need to do anything
// also don't send if the ticket is being deleted
if (!isset($changed_fields[DAO_Ticket::IS_CLOSED]) || 1 != $changed_fields[DAO_Ticket::IS_CLOSED] || isset($changed_fields[DAO_Ticket::IS_DELETED]) && 1 == $changed_fields[DAO_Ticket::IS_DELETED]) {
return;
}
$group_settings = DAO_GroupSettings::getSettings();
if (!empty($ticket_ids)) {
$tickets = DAO_Ticket::getTickets($ticket_ids);
foreach ($tickets as $ticket) {
/* @var $ticket CerberusTicket */
if (!isset($group_settings[$ticket->team_id][DAO_GroupSettings::SETTING_CLOSE_REPLY_ENABLED])) {
continue;
}
if (1 == $ticket->is_deleted) {
continue;
}
if ($group_settings[$ticket->team_id][DAO_GroupSettings::SETTING_CLOSE_REPLY_ENABLED] && !empty($group_settings[$ticket->team_id][DAO_GroupSettings::SETTING_CLOSE_REPLY])) {
if (null != ($msg_first = DAO_Ticket::getMessage($ticket->first_message_id))) {
// First sender
$ticket_sender = '';
$ticket_sender_first = '';
if (null != ($sender_first = DAO_Address::get($msg_first->address_id))) {
$ticket_sender = $sender_first->email;
$ticket_sender_first = $sender_first->first_name;
}
// First body
$ticket_body = $msg_first->getContent();
}
CerberusMail::sendTicketMessage(array('ticket_id' => $ticket->id, 'message_id' => $ticket->first_message_id, 'content' => str_replace(array('#ticket_id#', '#mask#', '#subject#', '#timestamp#', '#sender#', '#sender_first#', '#orig_body#'), array($ticket->id, $ticket->mask, $ticket->subject, date('r'), $ticket_sender, $ticket_sender_first, ltrim($ticket_body)), $group_settings[$ticket->team_id][DAO_GroupSettings::SETTING_CLOSE_REPLY]), 'is_autoreply' => false, 'dont_keep_copy' => true));
}
}
}
}
private function _workerAssigned($event)
{
@($ticket_ids = $event->params['ticket_ids']);
@($changed_fields = $event->params['changed_fields']);
if (empty($ticket_ids) || empty($changed_fields)) {
return;
}
@($next_worker_id = $changed_fields[DAO_Ticket::NEXT_WORKER_ID]);
// Make sure a next worker was assigned
if (empty($next_worker_id)) {
return;
}
@($active_worker = CerberusApplication::getActiveWorker());
// Make sure we're not assigning work to ourselves, if so then bail
if (null != $active_worker && $active_worker->id == $next_worker_id) {
return;
}
// Make sure the worker exists and is not disabled
// if(!isset($workers[$next_worker_id]))
// return;
$mail_service = DevblocksPlatform::getMailService();
$mailer = null;
// lazy load
$settings = CerberusSettings::getInstance();
$default_from = $settings->get(CerberusSettings::DEFAULT_REPLY_FROM, '');
$default_personal = $settings->get(CerberusSettings::DEFAULT_REPLY_PERSONAL, '');
// Loop through all assigned tickets
$tickets = DAO_Ticket::getTickets($ticket_ids);
foreach ($tickets as $ticket) {
/* @var $ticket CerberusTicket */
// If the next worker value didn't change, skip
if ($ticket->next_worker_id == $next_worker_id) {
continue;
}
// Find all our matching filters
if (false == ($matches = Model_WatcherMailFilter::getMatches($ticket, 'ticket_assignment', $next_worker_id))) {
return;
}
// Sanitize and combine all the destination addresses
$notify_emails = $this->_getMailingListFromMatches($matches);
if (empty($notify_emails)) {
return;
}
if (null == @($last_message = end($ticket->getMessages()))) {
/* @var $last_message CerberusMessage */
continue;
}
if (null == @($last_headers = $last_message->getHeaders())) {
continue;
}
$reply_to = $default_from;
$reply_personal = $default_personal;
// See if we need a group-specific reply-to
if (!empty($ticket->team_id)) {
@($group_from = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_FROM));
if (!empty($group_from)) {
$reply_to = $group_from;
}
@($group_personal = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_PERSONAL));
if (!empty($group_personal)) {
$reply_personal = $group_personal;
}
}
if (is_array($notify_emails)) {
foreach ($notify_emails as $send_to) {
try {
if (null == $mailer) {
$mailer = $mail_service->getMailer(CerberusMail::getMailerDefaults());
}
// Create the message
$rcpt_to = new Swift_RecipientList();
$a_rcpt_to = array();
$mail_from = new Swift_Address($reply_to, $reply_personal);
$rcpt_to->addTo($send_to);
$a_rcpt_to = new Swift_Address($send_to);
$mail = $mail_service->createMessage();
$mail->setTo($a_rcpt_to);
$mail->setFrom($mail_from);
$mail->setReplyTo($reply_to);
$mail->setSubject(sprintf("[assignment #%s]: %s", $ticket->mask, $ticket->subject));
if (false !== @($in_reply_to = $last_headers['in-reply-to'])) {
$mail->headers->set('References', $in_reply_to);
$mail->headers->set('In-Reply-To', $in_reply_to);
}
$mail->headers->set('X-Mailer', 'Cerberus Helpdesk (Build ' . APP_BUILD . ')');
$mail->headers->set('Precedence', 'List');
$mail->headers->set('Auto-Submitted', 'auto-generated');
$mail->attach(new Swift_Message_Part($last_message->getContent(), 'text/plain', 'base64', LANG_CHARSET_CODE));
$mailer->send($mail, $rcpt_to, $mail_from);
} catch (Exception $e) {
//
}
}
}
}
}
