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;
}
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);
}
