function getReturnViewOptions($current)
{
$statuss = SupportHelper::getStatuss();
$temp = new stdClass();
$temp->id = "closed";
$temp->title = JText::_("Closed");
$statuss[] = $temp;
$temp = new stdClass();
$temp->id = "allopen";
$temp->title = JText::_("ALL_OPEN");
$statuss[] = $temp;
$temp = new stdClass();
$temp->id = "all";
$temp->title = JText::_("All");
$statuss[] = $temp;
$output[] = "<option value=''>" . JText::_('SHOW_CURRENT_TICKET') . "</option>";
$output[] = "<optgroup label='" . JText::_('SHOW_TICKET_LIST') . ":'>";
$selected = "";
if ($current == "list_current") {
$selected = "selected";
}
$output[] = "<option value='list_current' {$selected}>" . JText::_('LIST') . ": " . JText::_('CURRENT_TICKETS_STATUS') . "</option>";
foreach ($statuss as $status) {
$selected = "";
if ($current == "list_" . $status->id) {
$selected = "selected";
}
$output[] = "<option value='list_" . $status->id . "' {$selected}>" . JText::_('LIST') . ": " . $status->title . "</option>";
}
$output[] = "</optgroup>";
$output[] = "<optgroup label='" . JText::_('SHOW_NEWEST_TICKET') . ":'>";
$selected = "";
if ($current == "new_current") {
$selected = "selected";
}
$output[] = "<option value='new_current' {$selected}>" . JText::_('NEWEST') . ": " . JText::_('CURRENT_TICKETS_STATUS') . "</option>";
foreach ($statuss as $status) {
$selected = "";
if ($current == "new_" . $status->id) {
$selected = "selected";
}
$output[] = "<option value='new_" . $status->id . "' {$selected}>" . JText::_('NEWEST') . ": " . $status->title . "</option>";
}
$output[] = "</optgroup>";
$output[] = "<optgroup label='" . JText::_('SHOW_OLDEST_TICKET') . ":'>";
$selected = "";
if ($current == "old_current") {
$selected = "selected";
}
$output[] = "<option value='old_current' {$selected}>" . JText::_('OLDEST') . ": " . JText::_('CURRENT_TICKETS_STATUS') . "</option>";
foreach ($statuss as $status) {
$selected = "";
if ($current == "old_" . $status->id) {
$selected = "selected";
}
$output[] = "<option value='old_" . $status->id . "' {$selected}>" . JText::_('OLDEST') . ": " . $status->title . "</option>";
}
$output[] = "</optgroup>";
return implode($output);
}
function download()
{
// load in tickets to do
$ticketid = FSS_Input::getInt('ticketid');
$fileid = FSS_Input::getInt('fileid');
SupportHelper::attachDownload($ticketid, $fileid);
}
function adminSupportTabs_End()
{
$output = "";
$departments = SupportHelper::getDepartments();
$class = "";
foreach ($departments as $dept) {
$class = "";
if (JRequest::getVar('department') == $dept->id) {
$class = "active";
}
$output[] = '<li class="' . $class . '">';
$output[] = '<a href="' . JRoute::_('index.php?option=com_fss&view=admin_support&what=search&searchtype=advanced&showbasic=1&department=' . $dept->id) . '">';
$output[] = $dept->title;
$output[] = ' </a>';
$output[] = '</li> ';
}
return implode("\n", $output);
}
function display($tpl = null)
{
if (FSS_Settings::Get('support_only_admin_open')) {
return $this->noPermission("Access Denied", "CREATING_NEW_TICKETS_BY_USERS_IS_CURRENTLY_DISABLED");
}
if (!FSS_Permission::auth("fss.ticket.open", "com_fss.support_user")) {
return FSS_Helper::NoPerm();
}
$mainframe = JFactory::getApplication();
$user = JFactory::getUser();
$userid = $user->get('id');
$this->assign('userid', $userid);
$this->assign('email', '');
// defaults for blank ticket
$this->ticket = new stdClass();
$this->ticket->prodid = FSS_Input::getInt('prodid');
$this->ticket->deptid = FSS_Input::getInt('deptid');
$this->ticket->catid = FSS_Input::getInt('catid');
$this->ticket->priid = FSS_Input::getInt('priid');
$this->ticket->subject = FSS_Input::getString('subject');
$this->ticket->body = FSS_Input::getBBCode('body');
$this->errors['subject'] = '';
$this->errors['body'] = '';
$this->errors['cat'] = '';
$what = FSS_Input::getCmd('what');
// done with ticket, try and save, if not, display any errors
if ($what == "add") {
if ($this->saveTicket()) {
echo "Saved OK!";
exit;
$link = 'index.php?option=com_fss&view=ticket&layout=view&Itemid=' . FSS_Input::getInt('Itemid') . '&ticketid=' . $this->ticketid;
$mainframe->redirect($link);
return;
}
}
$this->product = $this->get('Product');
$this->dept = $this->get('Department');
$this->cats = SupportHelper::getCategories();
$this->pris = SupportHelper::getPriorities();
$this->support_user_attach = FSS_Settings::get('support_user_attach');
$this->fields = FSSCF::GetCustomFields(0, $prodid, $deptid);
parent::display();
}
function ticket_status_id()
{
// update status in ticket
// redirect if the config is set to
$ticketid = FSS_Input::getInt('ticketid');
$ticket_status_id = FSS_Input::getInt('ticket_status_id');
if ($ticketid < 1) {
exit;
}
if ($ticket_status_id < 1) {
exit;
}
$link = FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticketid, false);
// check permission for new status
$statuss = SupportHelper::getStatuss();
$new_status = $statuss[$ticket_status_id];
if ($new_status->is_closed && !$this->view->can_Close()) {
JFactory::getApplication()->redirect($link);
exit;
}
$ticket = new SupportTicket();
if ($ticket->Load($ticketid)) {
$old_st = $ticket->getStatus();
$ticket->updateStatus($ticket_status_id);
$new_st = $ticket->getStatus();
// if we have closed the ticket, and return on close is set, then we should do a redirect dependant on the setting
if ($new_st->is_closed && SupportUsers::getSetting("return_on_close")) {
$link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_close"));
}
if ($new_st->is_closed && !$old_st->is_closed) {
// SEND CLOSED EMAIL HERE!
if (!FSS_Settings::get('support_email_on_close_no_dropdown')) {
FSS_EMail::Admin_Close($ticket, $ticket->title, '', array());
}
}
}
JFactory::getApplication()->redirect($link);
exit;
}
static function prep_custom_rules($form, $field_id, $type, $key, $label)
{
$xml = '<field name="' . $field_id . '" type="fssrules" label=""
translate_label="false" class="inputbox" filter="rules"
component="com_fss" section="" validate="rules" tab_id="' . $label . '">';
switch ($type) {
case 'products':
$items = SupportHelper::getProducts();
break;
case 'departments':
$items = SupportHelper::getDepartments();
break;
case 'categories':
$items = SupportHelper::getCategories();
break;
case 'reports':
$xml .= '<action name="fss.reports" title="VIEW_REPORTS" description="" />';
$xml .= '<action name="fss.reports.all" title="VIEW_ALL_REPORTS" description="" />';
$items = self::getReports();
break;
}
$first = true;
foreach ($items as $item) {
if ($type == "reports" && $first) {
$xml .= '<action name="' . $key . '.' . htmlspecialchars($item->id) . '" title="' . htmlspecialchars($item->title) . '" description="" heading="Reports" />';
$first = false;
} else {
$xml .= '<action name="' . $key . '.' . htmlspecialchars($item->id) . '" title="' . htmlspecialchars($item->title) . '" description="" />';
}
}
$xml .= '</field>';
$field = new JFormFieldRules();
$field = $form->getField("{$field_id}");
$field->setup(simplexml_load_string($xml), $form->getValue($field_id));
return $field;
}
function loadPDC()
{
$this->products = SupportHelper::getProducts();
$this->departments = SupportHelper::getDepartments();
$this->categories = SupportHelper::getCategories();
$prods = array();
$prods[] = JHTML::_('select.option', '0', JText::_("SELECT_PRODUCT"), 'id', 'title');
$prods = array_merge($prods, $this->products);
$this->products_select = JHTML::_('select.genericlist', $prods, 'prodid', 'class="input-medium" size="1" onchange="document.mainform.submit( );"', 'id', 'title', $this->prodid);
$depts = array();
$depts[] = JHTML::_('select.option', '0', JText::_("SELECT_DEPARTMENT"), 'id', 'title');
$depts = array_merge($depts, $this->departments);
$this->departments_select = JHTML::_('select.genericlist', $depts, 'deptid', 'class="input-medium" size="1" onchange="document.mainform.submit( );"', 'id', 'title', $this->deptid);
$cats = array();
$cats[] = JHTML::_('select.option', '0', JText::_("SELECT_CATEGORY"), 'id', 'title');
$cats = array_merge($cats, $this->categories);
$this->categories_select = JHTML::_('select.genericlist', $cats, 'catid', 'class="input-medium" size="1" onchange="document.mainform.submit( );"', 'id', 'title', $this->catid);
$modes = array();
$modes[] = JHTML::_('select.option', '0', JText::_("VIEW_TICKETS"), 'id', 'title');
$modes[] = JHTML::_('select.option', '1', JText::_("ASSIGN_TICKETS"), 'id', 'title');
$this->mode_select = JHTML::_('select.genericlist', $modes, 'mode', 'class="input-medium" size="1" onchange="document.mainform.submit( );"', 'id', 'title', $this->mode);
$this->statuss = SupportHelper::getStatuss();
FSS_Translate_Helper::Tr($this->statuss);
$this->status_select = JHTML::_('select.genericlist', $this->statuss, 'status', 'class="input-medium hide" size="1" onchange="document.mainform.submit( );" id="cur_status"', 'id', 'title', $this->status);
$this->status_obj = FSS_Ticket_Helper::GetStatusByID($this->status);
FSS_Translate_Helper::TrSingle($this->status_obj);
}
static function getDepartment($ticket)
{
$depts = SupportHelper::getDepartments(false);
if (array_key_exists($ticket->ticket_dept_id, $depts)) {
return $depts[$ticket->ticket_dept_id];
}
return null;
}
static function getAdminWhere()
{
$user = self::getUser();
if (!FSS_Permission::auth("fss.handler", "com_fss.support_admin")) {
return "0";
}
// can always view own tickets
$where = " (t.admin_id = {$user->id} OR ";
$where .= " t.id IN (SELECT ticket_id FROM #__fss_ticket_cc WHERE user_id = {$user->id} AND isadmin = 1) OR ";
$where .= " (";
// now need to filter by handler. we have several and sections here
$inner = array();
// users
$can_see_unassigned = FSS_Permission::auth("fss.handler.seeunassigned", "com_fss.support_admin");
$can_see_others = FSS_Permission::auth("fss.handler.seeothers", "com_fss.support_admin");
if (!$can_see_unassigned && !$can_see_others) {
$inner[] = "0";
} elseif (!$can_see_unassigned && $can_see_others) {
// only others, not unassigned
$inner[] = "t.admin_id > 0";
} elseif ($can_see_unassigned && !$can_see_others) {
$inner[] = "t.admin_id = 0";
}
// products
if (!FSS_Permission::auth("fss.handler.view.products", "com_fss.support_admin")) {
$prod_ids = array();
$prod_ids[0] = "0";
$products = SupportHelper::getProducts();
foreach ($products as $product) {
if (FSS_Permission::auth("fss.handler.view.product." . $product->id, "com_fss.support_admin")) {
$prod_ids[$product->id] = $product->id;
}
}
$inner[] = " t.prod_id IN (" . implode(", ", $prod_ids) . ")";
}
// departments
if (!FSS_Permission::auth("fss.handler.view.departments", "com_fss.support_admin")) {
$dept_ids = array();
$dept_ids[0] = "0";
$depts = SupportHelper::getDepartments();
foreach ($depts as $dept) {
if (FSS_Permission::auth("fss.handler.view.department." . $dept->id, "com_fss.support_admin")) {
$dept_ids[$dept->id] = $dept->id;
}
}
$inner[] = " t.ticket_dept_id IN (" . implode(", ", $dept_ids) . ")";
}
// categories
if (!FSS_Permission::auth("fss.handler.view.categories", "com_fss.support_admin")) {
$cat_ids = array();
$cat_ids[0] = "0";
$cats = SupportHelper::getCategories();
foreach ($cats as $cat) {
if (FSS_Permission::auth("fss.handler.view.category." . $cat->id, "com_fss.support_admin")) {
$cat_ids[$cat->id] = $cat->id;
}
}
$inner[] = " t.ticket_cat_id IN (" . implode(", ", $cat_ids) . ")";
}
if (count($inner) == 0) {
$inner[] = "1";
}
$where .= implode(" AND ", $inner);
$where .= " ))";
return $where;
}
<label class="control-label"><?php
echo JText::_("PRIORITY");
?>
</label>
<div class="controls">
<select name="batch_priority">
<option value=""><?php
echo JText::_('UNCHANGED');
?>
</option>
<optgroup label="<?php
echo JText::_('NEW_PRIORITY_');
?>
">
<?php
$pri_list = SupportHelper::getPriorities();
foreach ($pri_list as $pri) {
echo "<option value='{$pri->id}' style='color: {$pri->color};'>{$pri->title}</option>";
}
?>
</optgroup>
</select>
</div>
</div>
<div class="control-group batch_print_hide">
<label class="control-label"><?php
echo JText::_("HANDLER");
?>
</label>
function FixTicketStatus()
{
$statuss = SupportHelper::getStatuss(false);
$cur_status = $statuss[$this->ticket['ticket_status_id']];
if ($cur_status->combine_with > 0) {
$new_status = $statuss[$cur_status->combine_with];
$this->ticket['scolor'] = $new_status->color;
$this->ticket['status'] = $new_status->title;
if ($new_status->userdisp) {
$this->ticket['status'] = $new_status->userdisp;
}
$this->ticket['ticket_status_id'] = $new_status->id;
} else {
if ($cur_status->userdisp) {
$this->ticket['status'] = $cur_status->userdisp;
}
}
}
static function &ParseTemplate($template, &$ticket, $subject, $body, $ishtml, $foruser = false)
{
$handler = self::GetHandler($ticket['admin_id'], $template['tmpl']);
$custrec = self::GetUser($ticket['user_id']);
$subject = trim(str_ireplace("re:", "", $subject));
$vars[] = self::BuildVar('subject', $subject);
$body = FSS_Helper::ParseBBCode($body, null, false, false, $foruser);
$body = str_replace("<", "XXXLTXXX", $body);
$body = str_replace(">", "XXXGTXXX", $body);
$vars[] = self::BuildVar('body', $body);
$vars[] = self::BuildVar('reference', $ticket['reference']);
$vars[] = self::BuildVar('password', $ticket['password']);
foreach (self::$extra_vars as $key => $value) {
$vars[] = self::BuildVar($key, $value);
}
if ($ticket['user_id'] == 0) {
$vars[] = self::BuildVar('user_name', $ticket['unregname']);
$vars[] = self::BuildVar('user_username', JText::_("UNREGISTERED"));
$vars[] = self::BuildVar('user_email', $ticket['email']);
} else {
$vars[] = self::BuildVar('user_name', $custrec['name']);
$vars[] = self::BuildVar('user_username', $custrec['username']);
$vars[] = self::BuildVar('user_email', $custrec['email']);
}
$vars[] = self::BuildVar('handler_name', $handler['name']);
$vars[] = self::BuildVar('handler_username', $handler['username']);
$vars[] = self::BuildVar('handler_email', $handler['email']);
$vars[] = self::BuildVar('ticket_id', $ticket['id']);
if ($foruser) {
$statuss = SupportHelper::getStatuss(false);
$status = $statuss[$ticket['ticket_status_id']];
if ($status->combine_with > 0) {
$status = $statuss[$status->combine_with];
}
FSS_Translate_Helper::TrO($status);
$text = $status->title;
if ($status->userdisp) {
$text = $status->userdisp;
}
$vars[] = self::BuildVar('status', $text);
} else {
$vars[] = self::BuildVar('status', self::GetStatus($ticket['ticket_status_id']));
}
$vars[] = self::BuildVar('priority', self::GetPriority($ticket['ticket_pri_id']));
$vars[] = self::BuildVar('category', self::GetCategory($ticket['ticket_cat_id']));
$vars[] = self::BuildVar('department', self::GetDepartment($ticket['ticket_dept_id']));
$vars[] = self::BuildVar('department_desc', strip_tags(self::GetDepartment($ticket['ticket_dept_id'], 'description')));
$vars[] = self::BuildVar('department_desc_html', self::GetDepartment($ticket['ticket_dept_id'], 'description'));
$vars[] = self::BuildVar('product', self::GetProduct($ticket['prod_id']));
$vars[] = self::BuildVar('product_desc', strip_tags(self::GetProduct($ticket['prod_id'], 'description')));
$vars[] = self::BuildVar('product_desc_html', self::GetProduct($ticket['prod_id'], 'description'));
if (strpos($template['body'], "{messagehistory}") > 0) {
$messages = self::GetMessageHist($ticket['id']);
$text = self::ParseMessageRows($messages, $ishtml, $foruser);
$vars[] = self::BuildVar('messagehistory', $text);
}
$uri = JURI::getInstance();
$baseUrl = FSS_Settings::get('support_email_no_domain') ? "" : $uri->toString(array('scheme', 'host', 'port'));
if (in_array(FSS_Settings::get('support_unreg_type'), array(0, 1))) {
$vars[] = self::BuildVar('haspassword', 1);
} else {
$vars[] = self::BuildVar('haspassword', 0);
}
// choose which user link to generate
if ($ticket['user_id'] < 1) {
// unregistered user
$url = 'index.php?option=com_fss&t=' . $ticket['id'] . "&p=" . $ticket['password'];
if (FSS_Settings::get('support_email_link_unreg') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_unreg');
}
$vars[] = self::BuildVar('ticket_link', $baseUrl . JRoute::_($url, false));
} else {
// registered user
$url = 'index.php?option=com_fss&view=ticket&layout=view&ticketid=' . $ticket['id'];
if (FSS_Settings::get('support_email_include_autologin')) {
$url .= "&login={login_code}";
}
if (FSS_Settings::get('support_email_link_reg') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_reg');
}
$vars[] = self::BuildVar('ticket_link', $baseUrl . JRoute::_($url, false));
}
// ticket admin link
$url = 'index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticket['id'];
if (FSS_Settings::get('support_email_link_admin') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_admin');
}
$vars[] = self::BuildVar('admin_link', $baseUrl . JRoute::_($url, false));
// email pending link
$url = 'index.php?option=com_fss&view=admin_support&layout=emails';
if (FSS_Settings::get('support_email_link_pending') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_pending');
}
$vars[] = self::BuildVar('email_pending_link', $baseUrl . JRoute::_($url, false));
$vars[] = self::BuildVar('websitetitle', FSS_Helper::getSiteName());
// need to add the tickets custom fields to the output here
$fields = FSSCF::GetAllCustomFields(true);
$values = FSSCF::GetTicketValues($ticket['id'], $ticket);
foreach ($fields as $fid => &$field) {
$name = "custom_" . $fid;
$value = "";
if (array_key_exists($fid, $values)) {
$value = (string) $values[$fid]['value'];
}
$fieldvalues = array();
$fieldvalues[0]['field_id'] = $fid;
$fieldvalues[0]['value'] = $value;
// only do area output processing if we are in html mode
if ($field['type'] != "area" || $ishtml) {
$newvalue = FSSCF::FieldOutput($field, $fieldvalues, '');
if ($newvalue) {
$value = $newvalue;
}
}
$vars[] = self::BuildVar($name, $value);
$vars[] = self::BuildVar("custom_" . $field['alias'], $value);
}
$email['subject'] = self::ParseText($template['subject'], $vars);
$email['body'] = self::ParseText($template['body'], $vars);
self::$last_vars = $vars;
if ($template['ishtml']) {
$email['body'] = FSS_Helper::MaxLineLength($email['body']);
} else {
$email['body'] = str_replace("<br />", "\n", $email['body']);
$email['body'] = html_entity_decode($email['body']);
$email['body'] = preg_replace_callback("/(&#[0-9]+;)/", array("FSS_Helper", "email_decode_utf8"), $email['body']);
$email['body'] = strip_tags($email['body']);
}
$email['body'] = str_replace("XXXLTXXX", "<", $email['body']);
$email['body'] = str_replace("XXXGTXXX", ">", $email['body']);
return $email;
}
<?php
/**
* @package Freestyle Joomla
* @author Freestyle Joomla
* @copyright (C) 2013 Freestyle Joomla
* @license GNU/GPLv3 http://www.gnu.org/licenses/gpl-3.0.html
**/
defined('_JEXEC') or die;
$alltags = SupportHelper::getTags();
?>
<?php
foreach ($alltags as $tag) {
?>
<li>
<a href='#' onclick="tag_add(jQuery(this).text());return false;"><?php
echo $tag->tag;
?>
</a>
</li>
<?php
}
?>
<?php
if (count($alltags) > 0) {
?>
<li class="divider"></li>
<?php
}
function getStatus()
{
$statuss = SupportHelper::getStatuss(false);
return $statuss[$this->ticket_status_id];
}
<label class="control-label"><?php
echo JText::_("NEW_PRODUCT");
?>
</label>
<div class="controls">
<?php
echo JHTML::_('select.genericlist', $products, 'new_product_id', 'class="inputbox" size="1" ', 'id', 'title', $this->ticket->prod_id);
?>
</div>
</div>
<?php
}
?>
<?php
$departments = SupportHelper::getDepartments();
?>
<?php
if (count($departments) > 0) {
?>
<div class="control-group">
<label class="control-label"><?php
echo JText::_("NEW_DEPARTMENT");
?>
</label>
<div class="controls">
<?php
echo JHTML::_('select.genericlist', $departments, 'new_department_id', 'class="inputbox" size="1" ', 'id', 'title', $this->ticket->ticket_dept_id);
?>
</div>
</a>
<?php
}
?>
<div class="pull-right ticket_message_poster">
<?php
if ($message->source == "email") {
?>
<i class="icon-mail"></i>
<?php
}
?>
<?php
SupportHelper::TimeTaken($message);
?>
<?php
if ($message->admin == TICKET_MESSAGE_ADMIN) {
?>
<?php
FSS_Helper::$message_labels[$message->id] = "success";
?>
<span class="label label-success">
<?php
} elseif ($message->admin == TICKET_MESSAGE_PRIVATE) {
?>
<?php
FSS_Helper::$message_labels[$message->id] = "info";
?>
function &getTickets()
{
$db = JFactory::getDBO();
$user = JFactory::getUser();
$userid = $user->get('id');
$uidlist = $this->getUIDS($userid);
$tidlist = $this->getTIDS($userid);
$query = "SELECT t.*, s.title as status, s.color, u.name, au.name as assigned, u.email as useremail, u.username as username, au.email as handleremail, au.username as handlerusername, ";
$query .= " dept.title as department, cat.title as category, prod.title as product, pri.title as priority, pri.color as pricolor, ";
$query .= " grp.groupname as groupname, grp.id as group_id ";
$query .= " , pri.translation as ptl, dept.translation as dtr, s.translation as str, cat.translation as ctr, prod.translation as prtr";
$query .= " FROM #__fss_ticket_ticket as t ";
$query .= " LEFT JOIN #__fss_ticket_status as s ON t.ticket_status_id = s.id ";
$query .= " LEFT JOIN #__users as u ON t.user_id = u.id ";
$query .= " LEFT JOIN #__users as au ON t.admin_id = au.id ";
$query .= " LEFT JOIN #__fss_ticket_dept as dept ON t.ticket_dept_id = dept.id ";
$query .= " LEFT JOIN #__fss_ticket_cat as cat ON t.ticket_cat_id = cat.id ";
$query .= " LEFT JOIN #__fss_prod as prod ON t.prod_id = prod.id ";
$query .= " LEFT JOIN #__fss_ticket_pri as pri ON t.ticket_pri_id = pri.id ";
$query .= " LEFT JOIN (SELECT group_id, user_id FROM #__fss_ticket_group_members GROUP BY user_id) as mem ON t.user_id = mem.user_id ";
$query .= " LEFT JOIN #__fss_ticket_group as grp ON grp.id = mem.group_id ";
// add product, department and category
$query .= " WHERE ( t.user_id IN (" . implode(", ", $uidlist) . ") OR t.id IN (" . implode(", ", $tidlist) . ") ) ";
$query .= " AND " . SupportSource::user_list_sql();
$tickets = FSS_Input::getCmd('tickets', 'open');
if (FSS_Settings::get('support_simple_userlist_tabs')) {
$tickets = "all";
}
if (FSS_Input::getCmd('search_all')) {
$tickets = "";
}
if ($tickets == 'open') {
$allopen = FSS_Ticket_Helper::GetStatusIDs("is_closed", true);
// tickets that arent closed
$query .= " AND ticket_status_id IN ( " . implode(", ", $allopen) . ") ";
}
if ($tickets == 'closed') {
$allopen = FSS_Ticket_Helper::GetStatusIDs("is_closed");
// remove the archived tickets from the list to deal with
$def_archive = FSS_Ticket_Helper::GetStatusID('def_archive');
foreach ($allopen as $offset => $value) {
if ($value == $def_archive) {
unset($allopen[$offset]);
}
}
// tickets that are closed
$query .= " AND ticket_status_id IN ( " . implode(", ", $allopen) . ") ";
} else {
if ($tickets > 0) {
$statuss = SupportHelper::getStatuss(false);
$status_list = array();
$status_list[] = (int) $tickets;
foreach ($statuss as $status) {
if ($status->combine_with == (int) $tickets) {
$status_list[] = $status->id;
}
}
$query .= " AND ticket_status_id IN (" . implode(", ", $status_list) . ")";
}
}
$search = FSS_Input::getString('search');
if ($search != "") {
FSS_Helper::AllowCache();
// We have the nearly full query here, so use it to get a list of ticket ids
$db->setQuery($query);
$recs = $db->loadObjectList();
$ids = array();
$ids[] = 0;
foreach ($recs as $rec) {
$ids[] = $rec->id;
}
$mode = "";
if (FSS_Helper::contains($search, array('*', '+', '-', '<', '>', '(', ')', '~', '"'))) {
$mode = "IN BOOLEAN MODE";
}
$msgsrch = "SELECT ticket_ticket_id FROM #__fss_ticket_messages WHERE ticket_ticket_id IN (" . implode(", ", $ids) . ") AND admin < 3 AND ";
$msgsrch .= " MATCH (body) AGAINST ('" . $db->escape($search) . "' {$mode}) ";
$db->setQuery($msgsrch);
$results = $db->loadObjectList();
$ids = array();
$ids[] = 0;
foreach ($results as $rec) {
$ids[] = $rec->ticket_ticket_id;
}
// search custom fields that are set to be searched
$fields = FSSCF::GetAllCustomFields(true);
foreach ($fields as $field) {
if (!$field["basicsearch"]) {
continue;
}
if ($field['permissions'] > 1 && $field['permissions'] < 5) {
continue;
}
$fieldid = $field['id'];
if ($field['type'] == "checkbox") {
if ($search == "1") {
$search = "on";
} else {
$search = "";
}
}
if ($field['peruser']) {
continue;
}
if ($field['type'] == "plugin") {
// try to do a plugin based search
$data = array();
foreach ($field['values'] as $item) {
list($key, $value) = explode("=", $item, 2);
$data[$key] = $value;
}
if (array_key_exists("plugin", $data)) {
$plugins = FSSCF::get_plugins();
if (array_key_exists($data['plugin'], $plugins)) {
$po = $plugins[$data['plugin']];
if (method_exists($po, "Search")) {
$res = $po->Search($data['plugindata'], $search, false, false);
if ($res !== false) {
foreach ($res as $item) {
$ids[] = (int) $item->ticket_id;
}
continue;
}
}
}
}
}
$qry = "SELECT ticket_id FROM #__fss_ticket_field WHERE field_id = '" . FSSJ3Helper::getEscaped($db, $fieldid) . "' AND value LIKE '%" . FSSJ3Helper::getEscaped($db, $search) . "%'";
$db->setQuery($qry);
$data = $db->loadObjectList();
foreach ($data as $item) {
$id = (int) $item->ticket_id;
if ($id > 0) {
$ids[] = $id;
}
}
}
//"MATCH (question, answer) AGAINST ('" . $db->escape($search) . "')"
$query .= " AND ( t.id IN (" . implode(", ", $ids) . ") OR MATCH (t.title) AGAINST ('" . $db->escape($search) . "' {$mode}) OR t.reference LIKE '%" . $db->escape($search) . "%' ) ";
}
$order = FSS_Input::getCmd('order');
$order_dir = FSS_Input::getCmd('order_dir', 'asc');
$order_dir_allowed = array('asc', 'desc');
if (!in_array($order_dir, $order_dir_allowed)) {
$order_dir = 'asc';
}
$order_allowed = array('t.title', 'lastupdate', 'status', 'assigned', 'lastupdate', 'u.name');
if (!in_array($order, $order_allowed)) {
$order = '';
}
if ($order != "") {
$query .= " ORDER BY {$order} {$order_dir}";
} else {
$query .= " ORDER BY lastupdate DESC ";
}
$mainframe = JFactory::getApplication();
$limit = $mainframe->getUserStateFromRequest('global.list.limit_ticket', 'limit', FSS_Settings::Get('ticket_per_page'), 'int');
$limitstart = FSS_Input::getInt('limitstart');
$limitstart = $limit != 0 ? floor($limitstart / $limit) * $limit : 0;
$db->setQuery($query);
$db->query();
//echo $query . "<br>";
$count = $db->getNumRows();
$result['pagination'] = new JPaginationJs($count, $limitstart, $limit);
$db->setQuery($query, $limitstart, $limit);
$result['tickets'] = $db->loadObjectList();
foreach ($result['tickets'] as &$ticket) {
$fields = FSSCF::GetCustomFields($ticket->id, $ticket->prod_id, $ticket->ticket_dept_id);
$values = FSSCF::GetTicketValues($ticket->id, $ticket);
$ticket->fields = array();
foreach ($fields as &$field) {
$ticket->fields[$field['id']] = array();
$ticket->fields[$field['id']]['name'] = $field['description'];
$ticket->fields[$field['id']]['value'] = '';
if (isset($values[$field['id']])) {
$ticket->fields[$field['id']]['value'] = $values[$field['id']]['value'];
}
}
}
return $result;
}
function displayTicketList()
{
$this->getDBTime();
// load in data for search forms
$this->handlers = SupportUsers::getHandlers(false, false);
$this->products = SupportHelper::getProducts();
$this->statuss = SupportHelper::getStatuss();
$this->departments = SupportHelper::getDepartments();
$this->categories = SupportHelper::getCategories();
$this->priorities = SupportHelper::getPriorities();
$this->ticketgroups = SupportHelper::getTicketGroups();
$this->taglist = SupportHelper::getTags();
// load extra data for the list of tickets we have
$this->ticket_list->loadTags();
$this->ticket_list->loadAttachments();
$this->ticket_list->loadGroups();
$this->ticket_list->loadLockedUsers();
$this->ticket_list->loadCustomFields();
if (FSS_Settings::get('support_show_msg_counts')) {
$this->ticket_list->loadMessageCounts();
}
// load in custom fields
$this->customfields = FSSCF::GetAllCustomFields(true);
// set the list of tickets to this->tickets
$this->tickets = $this->ticket_list->tickets;
$session = JFactory::getSession();
$preview = FSS_Input::getInt('preview');
if ($preview == -1) {
$preview = "";
$session->clear('preview');
}
if ($preview == 1 || $session->Get('preview') == 1) {
$this->enablePreview();
}
if ($this->refresh == 2) {
include $this->snippet(JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'views' . DS . 'admin_support' . DS . 'snippet' . DS . '_ticket_list.php');
return;
} elseif ($this->refresh) {
ob_start();
include $this->snippet(JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'views' . DS . 'admin_support' . DS . 'snippet' . DS . '_ticket_list.php');
$contents = ob_get_clean();
$output = array();
$output['count'] = $this->count;
$output['tickets'] = $contents;
header("Content-Type: application/json");
echo json_encode($output);
return;
}
return $this->_display();
}
</td>
</tr>
<tr>
<td width="135" align="right" class="key">
<label for="section">
<?php
echo JText::_("Combine for users with");
?>
:
</label>
</td>
<td>
<select name="combine_with">
<option value="0">Dont Combine</option>
<?php
foreach (SupportHelper::getStatuss() as $status) {
?>
<?php
if ($status->id == $this->ticketstatus->id) {
continue;
}
?>
<option value="<?php
echo $status->id;
?>
" <?php
if ($this->ticketstatus->combine_with == $status->id) {
echo "selected";
}
?>
><?php
FSS_Table::ColStart("tr_pri");
?>
<th style="vertical-align: middle"><?php
echo JText::_("PRIORITY");
?>
</th>
<td>
<?php
if ($this->can_ChangeTicket()) {
?>
<select id='ticket_pri_id' name='ticket_pri_id' class="input-medium select-color" style="margin: 0px; color:<?php
echo FSS_Helper::escape($this->ticket->pcolor);
?>
" onchange="priority_update();">
<?php
$priorities = SupportHelper::getPriorities();
?>
<?php
foreach ($priorities as $pri) {
?>
<option value='<?php
echo $pri->id;
?>
' style='color: <?php
echo FSS_Helper::escape($pri->color);
?>
' <?php
if ($pri->id == $this->ticket->ticket_pri_id) {
echo "selected='selected'";
}
?>
function saveReply()
{
$this->removeDraft(FSS_Input::getInt('draft'));
// get posted data
$ticketid = FSS_Input::getInt('ticketid');
$reply_type = FSS_Input::getCmd('reply_type');
$user_message = FSS_Input::getBBCode('body');
$handler_message = FSS_Input::getBBCode('body2');
$subject = FSS_Input::getString('subject');
// load ticket
$ticket = new SupportTicket();
if (!$ticket->load($ticketid)) {
exit;
}
// set up some variables
$user_id = JFactory::getUser()->id;
$handler_id = $user_id;
$old_st = $ticket->getStatus();
$action_name = "";
$action_params = array();
$message_id = 0;
$files_private = 0;
// add signatures to messages
if (FSS_Input::getInt('signature')) {
if ($user_message) {
$user_message .= SupportCanned::AppendSig(FSS_Input::getInt('signature'), $ticket);
}
if ($handler_message) {
$handler_message .= SupportCanned::AppendSig(FSS_Input::getInt('signature'), $ticket);
}
}
$extra_time = 0;
$timestart = 0;
$timeend = 0;
if (FSS_Settings::Get('time_tracking') != "") {
if (FSS_Settings::get('time_tracking_type') == 'se') {
$timestart = strtotime("1970-01-01 " . FSS_Input::getString('timetaken_start'));
$timeend = strtotime("1970-01-01 " . FSS_Input::getString('timetaken_end'));
$extra_time = (int) (($timeend - $timestart) / 60);
} elseif (FSS_Settings::get('time_tracking_type') == 'tm') {
$timestart = strtotime(FSS_Input::getString('timetaken_start'));
$timeend = strtotime(FSS_Input::getString('timetaken_end'));
$extra_time = (int) (($timeend - $timestart) / 60);
} else {
$extra_time = (int) (FSS_Input::getInt('timetaken_hours') * 60 + FSS_Input::getInt('timetaken_mins'));
}
}
// different reply types
switch ($reply_type) {
case 'reply':
// post reply to user
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
} elseif ($extra_time > 0) {
// no message, add time if needed
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
// update status
$new_status = FSS_Input::getInt('reply_status');
$ticket->updateStatus($new_status);
// reassign ticket if needed
if (FSS_Settings::get('support_assign_reply') == 1 && FSS_Input::getInt('dontassign') == 0) {
$ticket->assignHandler($handler_id, TICKET_ASSIGN_TOOK_OWNER);
} elseif (FSS_Settings::get('support_autoassign') == 3 && $ticket->admin_id == 0 && FSS_Input::getInt('dontassign') == 0) {
$ticket->assignHandler($handler_id, TICKET_ASSIGN_ASSIGNED);
}
// call SupportActions handler for admin reply
$action_name = "Admin_Reply";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'status' => $new_status);
break;
case 'private':
// add message to ticket
if ($handler_message) {
$message_id = $ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
} else {
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
}
$files_private = 1;
// call support actions for private comment
$action_name = "Admin_Private";
$action_params = array('subject' => $subject, 'handler_message' => $handler_message);
break;
case 'user':
// update user on ticket
$new_user_id = FSS_Input::getInt("user_id");
$ticket->updateUser($new_user_id);
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
} else {
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
$extra_time = 0;
}
}
$action_name = "Admin_ForwardUser";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'user_id' => $new_user_id);
//
break;
case 'product':
$new_handler_id = FSS_Input::getInt('new_handler');
// update product and department
$new_product_id = FSS_Input::getInt("new_product_id");
$new_department_id = FSS_Input::getInt("new_department_id");
$ticket->updateProduct($new_product_id);
$ticket->updateDepartment($new_department_id);
/**
* -2 - Auto Assign
* -1 - Unchanged
* 0 - Unassigned
* X - Hander
**/
if ($new_handler_id == -1) {
//$ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
} else {
if ($new_handler_id == 0) {
$ticket->assignHandler(0, -1);
} else {
if ($new_handler_id > 0) {
$ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
} else {
if ($new_handler_id == -2) {
// auto assign new handler
$admin_id = FSS_Ticket_Helper::AssignHandler($new_product_id, $new_department_id, $ticket->ticket_cat_id, true);
$ticket->assignHandler($admin_id, TICKET_ASSIGN_FORWARD);
}
}
}
}
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($handler_message) {
$ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
$action_name = "Admin_ForwardProduct";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'handler_message' => $handler_message, 'product_id' => $new_product_id, 'department_id' => $new_department_id);
break;
case 'handler':
$new_handler_id = FSS_Input::getInt('new_handler');
if ($new_handler_id == -2) {
// auto assign new handler
$admin_id = FSS_Ticket_Helper::AssignHandler($ticket->prod_id, $ticket->ticket_dept_id, $ticket->ticket_cat_id, true);
$ticket->assignHandler($admin_id, TICKET_ASSIGN_FORWARD);
} else {
if ($new_handler_id != -1) {
$ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
}
}
// update status
$new_status = FSS_Input::getCmd('reply_status');
$ticket->updateStatus($new_status);
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($handler_message) {
$ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
$action_name = "Admin_ForwardHandler";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'handler_message' => $handler_message, 'handler_id' => $new_handler_id);
break;
}
// add posted files
$files = $ticket->addFilesFromPost($message_id, -1, $files_private);
$ticket->stripImagesFromMessage($message_id);
$action_params['files'] = $files;
// call action handler
SupportActions::DoAction($action_name, $ticket, $action_params);
// Redirect to new page
$link = FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticket->id, false);
$new_st = $ticket->getStatus();
if ($reply_type == "reply") {
if ($new_st->is_closed && SupportUsers::getSetting("return_on_close")) {
$link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_close"));
} else {
if (SupportUsers::getSetting("return_on_reply")) {
$link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_reply"));
}
}
}
JFactory::getApplication()->redirect($link);
}
