function getRequestStructure($format, $data = null)
{
$supported = array("alert", "autorespond", "source", "topicId", "attachments" => array("*" => array("name", "type", "data", "encoding", "size")), "message", "ip", "priorityId");
# Fetch dynamic form field names for the given help topic and add
# the names to the supported request structure
if (isset($data['topicId']) && ($topic = Topic::lookup($data['topicId'])) && ($form = $topic->getForm())) {
foreach ($form->getDynamicFields() as $field) {
$supported[] = $field->get('name');
}
}
# Ticket form fields
# TODO: Support userId for existing user
if ($form = TicketForm::getInstance()) {
foreach ($form->getFields() as $field) {
$supported[] = $field->get('name');
}
}
# User form fields
if ($form = UserForm::getInstance()) {
foreach ($form->getFields() as $field) {
$supported[] = $field->get('name');
}
}
if (!strcasecmp($format, 'email')) {
$supported = array_merge($supported, array('header', 'mid', 'emailId', 'to-email-id', 'ticketId', 'reply-to', 'reply-to-name', 'in-reply-to', 'references', 'thread-type', 'flags' => array('bounce', 'auto-reply', 'spam', 'viral'), 'recipients' => array('*' => array('name', 'email', 'source'))));
$supported['attachments']['*'][] = 'cid';
}
return $supported;
}
static function dumpTickets($sql, $how = 'csv')
{
// Add custom fields to the $sql statement
$cdata = $fields = $select = array();
foreach (TicketForm::getInstance()->getFields() as $f) {
// Ignore core fields
if (in_array($f->get('name'), array('subject', 'priority'))) {
continue;
} elseif (!$f->hasData() || $f->isPresentationOnly()) {
continue;
}
$name = $f->get('name') ? $f->get('name') : 'field_' . $f->get('id');
$key = '__field_' . $f->get('id');
// Fetch ID values for ID-based data
if ($f->hasIdValue()) {
$name .= '_id';
}
$cdata[$key] = $f->get('label');
$fields[$key] = $f;
$select[] = "cdata.`{$name}` AS __field_" . $f->get('id');
}
if ($select) {
$sql = str_replace(' FROM ', ',' . implode(',', $select) . ' FROM ', $sql);
}
return self::dumpQuery($sql, array('number' => 'Ticket Number', 'created' => 'Date', 'subject' => 'Subject', 'name' => 'From', 'email' => 'From Email', 'priority_desc' => 'Priority', 'dept_name' => 'Department', 'helptopic' => 'Help Topic', 'source' => 'Source', 'status' => 'Current Status', 'effective_date' => 'Last Updated', 'duedate' => 'Due Date', 'isoverdue' => 'Overdue', 'isanswered' => 'Answered', 'assigned' => 'Assigned To', 'staff' => 'Staff Assigned', 'team' => 'Team Assigned', 'thread_count' => 'Thread Count', 'attachments' => 'Attachment Count') + $cdata, $how, array('modify' => function (&$record, $keys) use($fields) {
foreach ($fields as $k => $f) {
if (($i = array_search($k, $keys)) !== false) {
$record[$i] = $f->export($f->to_php($record[$i]));
}
}
return $record;
}));
}
function validate(&$data, $format, $strict = true)
{
global $ost;
//Call parent to Validate the structure
if (!parent::validate($data, $format, $strict) && $strict) {
$this->exerr(400, __('Unexpected or invalid data received'));
}
// Use the settings on the thread entry on the ticket details
// form to validate the attachments in the email
$tform = TicketForm::objects()->one()->getForm();
$messageField = $tform->getField('message');
$fileField = $messageField->getWidget()->getAttachments();
// Nuke attachments IF API files are not allowed.
if (!$messageField->isAttachmentsEnabled()) {
$data['attachments'] = array();
}
//Validate attachments: Do error checking... soft fail - set the error and pass on the request.
if ($data['attachments'] && is_array($data['attachments'])) {
foreach ($data['attachments'] as &$file) {
if ($file['encoding'] && !strcasecmp($file['encoding'], 'base64')) {
if (!($file['data'] = base64_decode($file['data'], true))) {
$file['error'] = sprintf(__('%s: Poorly encoded base64 data'), Format::htmlchars($file['name']));
}
}
// Validate and save immediately
try {
$file['id'] = $fileField->uploadAttachment($file);
} catch (FileUploadError $ex) {
$file['error'] = $file['name'] . ': ' . $ex->getMessage();
}
}
unset($file);
}
return true;
}
}
?>
</select> <span class='error'> <?php echo $errors['assignId']; ?></span>
</td>
</tr>
<?php } ?>
</tbody>
<tbody id="dynamic-form">
<?php
if ($form) {
include(STAFFINC_DIR . 'templates/dynamic-form.tmpl.php');
}
?>
</tbody>
<tbody> <?php
$tform = TicketForm::getInstance()->getForm($_POST);
if ($_POST) $tform->isValid();
$tform->render(true);
?>
</tbody>
<tbody>
<?php
//is the user allowed to post replies??
if($thisstaff->canPostReply()) { ?>
<tr>
<th colspan="2">
<em><strong>Response</strong>: Optional response to the above issue.</em>
</th>
</tr>
<tr>
<td colspan=2>
$name = $f->get('name') ? $f->get('name') : 'field_' . $f->get('id');
$ids = $f->hasIdValue();
$fields = sprintf('`%s`=', $name) . db_input($answer->get('value'));
if ($f->hasIdValue()) {
$fields .= sprintf(',`%s_id`=', $name) . db_input($answer->getIdValue());
}
$sql = 'INSERT INTO `' . TABLE_PREFIX . 'ticket__cdata` SET ' . $fields . ', `ticket_id`=' . db_input($answer->getEntry()->get('object_id')) . ' ON DUPLICATE KEY UPDATE ' . $fields;
if (!db_query($sql) || !db_affected_rows()) {
return self::dropDynamicDataView();
}
}
}
// Add fields from the standard ticket form to the ticket filterable fields
Filter::addSupportedMatches('Ticket Data', function () {
$matches = array();
foreach (TicketForm::getInstance()->getFields() as $f) {
if (!$f->hasData()) {
continue;
}
$matches['field.' . $f->get('id')] = 'Ticket / ' . $f->getLabel();
if (($fi = $f->getImpl()) instanceof SelectionField) {
foreach ($fi->getList()->getProperties() as $p) {
$matches['field.' . $f->get('id') . '.' . $p->get('id')] = 'Ticket / ' . $f->getLabel() . ' / ' . $p->getLabel();
}
}
}
return $matches;
}, 30);
// Manage materialized view on custom data updates
Signal::connect('model.created', array('TicketForm', 'updateDynamicDataView'), 'DynamicFormEntryAnswer');
Signal::connect('model.updated', array('TicketForm', 'updateDynamicDataView'), 'DynamicFormEntryAnswer');
<?php
if(($users=Staff::getStaffMembers())) {
foreach($users as $id => $name)
echo sprintf('<option value="%d">%s</option>', $id, $name);
}
?>
</select>
</fieldset>
<fieldset class="date_range">
<label><?php echo __('Date Range').' — '.__('Create Date');?>:</label>
<input class="dp" type="input" size="20" name="startDate">
<span class="between"><?php echo __('TO');?></span>
<input class="dp" type="input" size="20" name="endDate">
</fieldset>
<?php
$tform = TicketForm::objects()->one();
echo $tform->getForm()->getMedia();
foreach ($tform->getInstance()->getFields() as $f) {
if (!$f->hasData())
continue;
elseif (!$f->getImpl()->hasSpecialSearch())
continue;
?><fieldset class="span6">
<label><?php echo $f->getLabel(); ?>:</label><div><?php
$f->render('search'); ?></div>
</fieldset>
<?php } ?>
<hr/>
<div id="result-count" class="clear"></div>
<p>
<span class="buttons pull-right">
define('SOURCE','Web'); //Ticket source.
$ticket = null;
$errors=array();
if ($_POST) {
$vars = $_POST;
$vars['deptId']=$vars['emailId']=0; //Just Making sure we don't accept crap...only topicId is expected.
if ($thisclient) {
$vars['uid']=$thisclient->getId();
} elseif($cfg->isCaptchaEnabled()) {
if(!$_POST['captcha'])
$errors['captcha']=__('Enter text shown on the image');
elseif(strcmp($_SESSION['captcha'], md5(strtoupper($_POST['captcha']))))
$errors['captcha']=__('Invalid - try again!');
}
$tform = TicketForm::objects()->one()->getForm($vars);
$messageField = $tform->getField('message');
$attachments = $messageField->getWidget()->getAttachments();
if (!$errors && $messageField->isAttachmentsEnabled())
$vars['cannedattachments'] = $attachments->getClean();
// Drop the draft.. If there are validation errors, the content
// submitted will be displayed back to the user
Draft::deleteForNamespace('ticket.client.'.substr(session_id(), -12));
//Ticket::create...checks for errors..
if(($ticket=Ticket::create($vars, $errors, SOURCE))){
$msg=__('Support ticket request created');
// Drop session-backed form data
unset($_SESSION[':form-data']);
//Logged in...simply view the newly created ticket.
if($thisclient && $thisclient->isValid()) {
function _search($req)
{
global $thisstaff, $cfg;
$result = array();
$select = 'SELECT ticket.ticket_id';
$from = ' FROM ' . TICKET_TABLE . ' ticket ';
//Access control.
$where = ' WHERE ( (ticket.staff_id=' . db_input($thisstaff->getId()) . ' AND ticket.status="open" )';
if (($teams = $thisstaff->getTeams()) && count(array_filter($teams))) {
$where .= ' OR (ticket.team_id IN (' . implode(',', db_input(array_filter($teams))) . ' ) AND ticket.status="open")';
}
if (!$thisstaff->showAssignedOnly() && ($depts = $thisstaff->getDepts())) {
$where .= ' OR ticket.dept_id IN (' . implode(',', db_input($depts)) . ')';
}
$where .= ' ) ';
//Department
if ($req['deptId']) {
$where .= ' AND ticket.dept_id=' . db_input($req['deptId']);
}
//Help topic
if ($req['topicId']) {
$where .= ' AND ticket.topic_id=' . db_input($req['topicId']);
}
//Status
switch (strtolower($req['status'])) {
case 'open':
$where .= ' AND ticket.status="open" ';
break;
case 'answered':
$where .= ' AND ticket.status="open" AND ticket.isanswered=1 ';
break;
case 'overdue':
$where .= ' AND ticket.status="open" AND ticket.isoverdue=1 ';
break;
case 'closed':
$where .= ' AND ticket.status="closed" ';
break;
}
//Assignee
if (isset($req['assignee']) && strcasecmp($req['status'], 'closed')) {
$id = preg_replace("/[^0-9]/", "", $req['assignee']);
$assignee = $req['assignee'];
$where .= ' AND ( ( ticket.status="open" ';
if ($assignee[0] == 't') {
$where .= ' AND ticket.team_id=' . db_input($id);
} elseif ($assignee[0] == 's') {
$where .= ' AND ticket.staff_id=' . db_input($id);
} elseif (is_numeric($id)) {
$where .= ' AND ticket.staff_id=' . db_input($id);
}
$where .= ')';
if ($req['staffId'] && !$req['status']) {
//Assigned TO + Closed By
$where .= ' OR (ticket.staff_id=' . db_input($req['staffId']) . ' AND ticket.status="closed") ';
} elseif (isset($req['staffId'])) {
// closed by any
$where .= ' OR ticket.status="closed" ';
}
$where .= ' ) ';
} elseif ($req['staffId']) {
$where .= ' AND (ticket.staff_id=' . db_input($req['staffId']) . ' AND ticket.status="closed") ';
}
//dates
$startTime = $req['startDate'] && strlen($req['startDate']) >= 8 ? strtotime($req['startDate']) : 0;
$endTime = $req['endDate'] && strlen($req['endDate']) >= 8 ? strtotime($req['endDate']) : 0;
if ($startTime && $startTime > time() or $startTime > $endTime && $endTime > 0) {
$startTime = $endTime = 0;
}
if ($startTime) {
$where .= ' AND ticket.created>=FROM_UNIXTIME(' . $startTime . ')';
}
if ($endTime) {
$where .= ' AND ticket.created<=FROM_UNIXTIME(' . $endTime . ')';
}
//Query
$joins = array();
if ($req['query']) {
$queryterm = db_real_escape($req['query'], false);
// Setup sets of joins and queries
$joins[] = array('from' => 'LEFT JOIN ' . TICKET_THREAD_TABLE . ' thread ON (ticket.ticket_id=thread.ticket_id )', 'where' => "thread.title LIKE '%{$queryterm}%' OR thread.body LIKE '%{$queryterm}%'");
$joins[] = array('from' => 'LEFT JOIN ' . FORM_ENTRY_TABLE . ' tentry ON (tentry.object_id = ticket.ticket_id AND tentry.object_type="T")
LEFT JOIN ' . FORM_ANSWER_TABLE . ' tans ON (tans.entry_id = tentry.id AND tans.value_id IS NULL)', 'where' => "tans.value LIKE '%{$queryterm}%'");
$joins[] = array('from' => 'LEFT JOIN ' . FORM_ENTRY_TABLE . ' uentry ON (uentry.object_id = ticket.user_id
AND uentry.object_type="U")
LEFT JOIN ' . FORM_ANSWER_TABLE . ' uans ON (uans.entry_id = uentry.id
AND uans.value_id IS NULL)
LEFT JOIN ' . USER_TABLE . ' user ON (ticket.user_id = user.id)
LEFT JOIN ' . USER_EMAIL_TABLE . ' uemail ON (user.id = uemail.user_id)', 'where' => "uemail.address LIKE '%{$queryterm}%' OR user.name LIKE '%{$queryterm}%' OR uans.value LIKE '%{$queryterm}%'");
}
// Dynamic fields
$cdata_search = false;
foreach (TicketForm::getInstance()->getFields() as $f) {
if (isset($req[$f->getFormName()]) && ($val = $req[$f->getFormName()])) {
$name = $f->get('name') ? $f->get('name') : 'field_' . $f->get('id');
if ($f->getImpl()->hasIdValue() && is_numeric($val)) {
$cwhere = "cdata.`{$name}_id` = " . db_input($val);
} else {
$cwhere = "cdata.`{$name}` LIKE '%" . db_real_escape($val) . "%'";
}
$where .= ' AND (' . $cwhere . ')';
$cdata_search = true;
}
}
if ($cdata_search) {
$from .= 'LEFT JOIN ' . TABLE_PREFIX . 'ticket__cdata ' . " cdata ON (cdata.ticket_id = ticket.ticket_id)";
}
$sections = array();
foreach ($joins as $j) {
$sections[] = "{$select} {$from} {$j['from']} {$where} AND ({$j['where']})";
}
if (!$joins) {
$sections[] = "{$select} {$from} {$where}";
}
$sql = implode(' union ', $sections);
if (!($res = db_query($sql))) {
return TicketForm::dropDynamicDataView();
}
$tickets = array();
while ($row = db_fetch_row($res)) {
$tickets[] = $row[0];
}
return $tickets;
}
echo $thisclient->getName();
?>
</td></tr>-->
<?php
}
?>
</tbody>
<tbody id="dynamic-form">
<?php
if ($form) {
include CLIENTINC_DIR . 'templates/dynamic-form.tmpl.php';
}
?>
</tbody>
<tbody id="fm"><?php
$tform = TicketForm::getInstance();
if ($_POST) {
$tform->isValidForClient();
}
$tform->render(false);
?>
</tbody>
<tbody>
<?php
if ($cfg && $cfg->isCaptchaEnabled() && (!$thisclient || !$thisclient->isValid())) {
if ($_POST && $errors && !$errors['captcha']) {
$errors['captcha'] = __('Please re-enter the text again');
}
?>
<tr class="captchaRow">
<td class="required"><?php
static function open($vars, &$errors)
{
global $thisstaff, $cfg;
if (!$thisstaff || !$thisstaff->canCreateTickets()) {
return false;
}
if ($vars['source'] && !in_array(strtolower($vars['source']), array('email', 'phone', 'other'))) {
$errors['source'] = sprintf(__('Invalid source given - %s'), Format::htmlchars($vars['source']));
}
if (!$vars['uid']) {
//Special validation required here
if (!$vars['email'] || !Validator::is_email($vars['email'])) {
$errors['email'] = __('Valid email address is required');
}
if (!$vars['name']) {
$errors['name'] = __('Name is required');
}
}
if (!$thisstaff->canAssignTickets()) {
unset($vars['assignId']);
}
$create_vars = $vars;
$tform = TicketForm::objects()->one()->getForm($create_vars);
$create_vars['cannedattachments'] = $tform->getField('message')->getWidget()->getAttachments()->getClean();
if (!($ticket = Ticket::create($create_vars, $errors, 'staff', false))) {
return false;
}
$vars['msgId'] = $ticket->getLastMsgId();
// post response - if any
$response = null;
if ($vars['response'] && $thisstaff->canPostReply()) {
$vars['response'] = $ticket->replaceVars($vars['response']);
// $vars['cannedatachments'] contains the attachments placed on
// the response form.
$response = $ticket->postReply($vars, $errors, false);
}
// Not assigned...save optional note if any
if (!$vars['assignId'] && $vars['note']) {
if (!$cfg->isHtmlThreadEnabled()) {
$vars['note'] = new TextThreadBody($vars['note']);
}
$ticket->logNote(_S('New Ticket'), $vars['note'], $thisstaff, false);
} else {
// Not assignment and no internal note - log activity
$ticket->logActivity(_S('New Ticket by Agent'), sprintf(_S('Ticket created by agent - %s'), $thisstaff->getName()));
}
$ticket->reload();
if (!$cfg->notifyONNewStaffTicket() || !isset($vars['alertuser']) || !($dept = $ticket->getDept())) {
return $ticket;
}
//No alerts.
//Send Notice to user --- if requested AND enabled!!
if (($tpl = $dept->getTemplate()) && ($msg = $tpl->getNewTicketNoticeMsgTemplate()) && ($email = $dept->getEmail())) {
$message = (string) $ticket->getLastMessage();
if ($response) {
$message .= $cfg->isHtmlThreadEnabled() ? "<br><br>" : "\n\n";
$message .= $response->getBody();
}
if ($vars['signature'] == 'mine') {
$signature = $thisstaff->getSignature();
} elseif ($vars['signature'] == 'dept' && $dept && $dept->isPublic()) {
$signature = $dept->getSignature();
} else {
$signature = '';
}
$attachments = $cfg->emailAttachments() && $response ? $response->getAttachments() : array();
$msg = $ticket->replaceVars($msg->asArray(), array('message' => $message, 'signature' => $signature, 'response' => $response ? $response->getBody() : '', 'recipient' => $ticket->getOwner(), 'staff' => $thisstaff));
$references = $ticket->getLastMessage()->getEmailMessageId();
if (isset($response)) {
$references = array($response->getEmailMessageId(), $references);
}
$options = array('references' => $references, 'thread' => $ticket->getLastMessage());
$email->send($ticket->getOwner(), $msg['subj'], $msg['body'], $attachments, $options);
}
return $ticket;
}
static function create($vars, &$errors, $origin, $autorespond = true, $alertstaff = true)
{
global $ost, $cfg, $thisclient, $_FILES;
// Don't enforce form validation for email
$field_filter = function ($type) use($origin) {
return function ($f) use($origin, $type) {
// Ultimately, only offer validation errors for web for
// non-internal fields. For email, no validation can be
// performed. For other origins, validate as usual
switch (strtolower($origin)) {
case 'email':
return false;
case 'staff':
// Required 'Contact Information' fields aren't required
// when staff open tickets
return $type != 'user' || in_array($f->get('name'), array('name', 'email'));
case 'web':
return !$f->get('private');
default:
return true;
}
};
};
$reject_ticket = function ($message) use(&$errors) {
global $ost;
$errors = array('errno' => 403, 'err' => 'This help desk is for use by authorized users only');
$ost->logWarning('Ticket Denied', $message, false);
return 0;
};
// Create and verify the dynamic form entry for the new ticket
$form = TicketForm::getNewInstance();
// If submitting via email, ensure we have a subject and such
foreach ($form->getFields() as $field) {
$fname = $field->get('name');
if ($fname && isset($vars[$fname]) && !$field->value) {
$field->value = $field->parse($vars[$fname]);
}
}
if (!$form->isValid($field_filter('ticket'))) {
$errors += $form->errors();
}
// Unpack dynamic variables into $vars for filter application
$vars += $form->getFilterData();
// Unpack the basic user information
if ($vars['uid'] && ($user = User::lookup($vars['uid']))) {
$vars['email'] = $user->getEmail();
$vars['name'] = $user->getName();
// Add in user and organization data for filtering
$vars += $user->getFilterData();
if ($org = $user->getOrganization()) {
$vars += $org->getFilterData();
}
} else {
$interesting = array('name', 'email');
$user_form = UserForm::getUserForm()->getForm($vars);
// Add all the user-entered info for filtering
foreach ($user_form->getFields() as $f) {
$vars['field.' . $f->get('id')] = $f->toString($f->getClean());
if (in_array($f->get('name'), $interesting)) {
$vars[$f->get('name')] = $vars['field.' . $f->get('id')];
}
}
// Add in organization data if one exists for this email domain
list($mailbox, $domain) = explode('@', $vars['email'], 2);
if ($org = Organization::forDomain($domain)) {
$vars += $org->getFilterData();
}
}
//Check for 403
if ($vars['email'] && Validator::is_email($vars['email'])) {
//Make sure the email address is not banned
if (TicketFilter::isBanned($vars['email'])) {
return $reject_ticket('Banned email - ' . $vars['email']);
}
//Make sure the open ticket limit hasn't been reached. (LOOP CONTROL)
if ($cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff') && ($_user = TicketUser::lookupByEmail($vars['email'])) && ($openTickets = $_user->getNumOpenTickets()) && $openTickets >= $cfg->getMaxOpenTickets()) {
$errors = array('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']), false);
return 0;
}
}
//Init ticket filters...
$ticket_filter = new TicketFilter($origin, $vars);
// Make sure email contents should not be rejected
if ($ticket_filter && ($filter = $ticket_filter->shouldReject())) {
return $reject_ticket(sprintf('Ticket rejected ( %s) by filter "%s"', $vars['email'], $filter->getName()));
}
if ($vars['topicId'] && ($topic = Topic::lookup($vars['topicId']))) {
if ($topic_form = $topic->getForm()) {
$TF = $topic_form->getForm($vars);
$topic_form = $topic_form->instanciate();
$topic_form->setSource($vars);
if (!$TF->isValid($field_filter('topic'))) {
$errors = array_merge($errors, $TF->errors());
}
}
}
$id = 0;
$fields = array();
$fields['message'] = array('type' => '*', 'required' => 1, 'error' => 'Message required');
switch (strtolower($origin)) {
case 'web':
$fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Select help topic');
break;
case 'staff':
$fields['deptId'] = array('type' => 'int', 'required' => 0, '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'] = $errors['origin'] = 'Invalid origin given';
}
if (!Validator::process($fields, $vars, $errors) && !$errors['err']) {
$errors['err'] = 'Missing or invalid data - check the errors and try again';
}
if ($vars['topicId'] && !$topic) {
$errors['topicId'] = 'Invalid help topic selected';
}
//Make sure the due date is valid
if ($vars['duedate']) {
if (!$vars['time'] || strpos($vars['time'], ':') === false) {
$errors['time'] = 'Select time';
} elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) === false) {
$errors['duedate'] = 'Invalid due date';
} elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) <= time()) {
$errors['duedate'] = 'Due date must be in the future';
}
}
if (!$errors) {
# Perform ticket filter actions on the new ticket arguments
if ($ticket_filter) {
$ticket_filter->apply($vars);
}
// Allow vars to be changed in ticket filter and applied to the user
// account created or detected
if (!$user && $vars['email']) {
$user = User::lookupByEmail($vars['email']);
}
if (!$user) {
// Reject emails if not from registered clients (if
// configured)
if (strcasecmp($origin, 'email') === 0 && !$cfg->acceptUnregisteredEmail()) {
list($mailbox, $domain) = explode('@', $vars['email'], 2);
// Users not yet created but linked to an organization
// are still acceptable
if (!Organization::forDomain($domain)) {
return $reject_ticket(sprintf('Ticket rejected (%s) (unregistered client)', $vars['email']));
}
}
$user_form = UserForm::getUserForm()->getForm($vars);
if (!$user_form->isValid($field_filter('user')) || !($user = User::fromVars($user_form->getClean()))) {
$errors['user'] = '******';
}
}
}
// Any error above is fatal.
if ($errors) {
return 0;
}
# Some things will need to be unpacked back into the scope of this
# function
if (isset($vars['autorespond'])) {
$autorespond = $vars['autorespond'];
}
# Apply filter-specific priority
if ($vars['priorityId']) {
$form->setAnswer('priority', null, $vars['priorityId']);
}
// If the filter specifies a help topic which has a form associated,
// and there was previously either no help topic set or the help
// topic did not have a form, there's no need to add it now as (1)
// validation is closed, (2) there may be a form already associated
// and filled out from the original help topic, and (3) staff
// members can always add more forms now
// OK...just do it.
$deptId = $vars['deptId'];
//pre-selected Dept if any.
$source = ucfirst($vars['source']);
// Apply email settings for emailed tickets. Email settings should
// trump help topic settins if the email has an associated help
// topic
if ($vars['emailId'] && ($email = Email::lookup($vars['emailId']))) {
$deptId = $deptId ?: $email->getDeptId();
$priority = $form->getAnswer('priority');
if (!$priority || !$priority->getIdValue()) {
$form->setAnswer('priority', null, $email->getPriorityId());
}
if ($autorespond) {
$autorespond = $email->autoRespond();
}
if (!isset($topic) && ($T = $email->getTopic()) && $T->isActive()) {
$topic = $T;
}
$email = null;
$source = 'Email';
}
if (!isset($topic)) {
// This may return NULL, no big deal
$topic = $cfg->getDefaultTopic();
}
// Intenal mapping magic...see if we need to override anything
if (isset($topic)) {
$deptId = $deptId ?: $topic->getDeptId();
$priority = $form->getAnswer('priority');
if (!$priority || !$priority->getIdValue()) {
$form->setAnswer('priority', null, $topic->getPriorityId());
}
if ($autorespond) {
$autorespond = $topic->autoRespond();
}
//Auto assignment.
if (!isset($vars['staffId']) && $topic->getStaffId()) {
$vars['staffId'] = $topic->getStaffId();
} elseif (!isset($vars['teamId']) && $topic->getTeamId()) {
$vars['teamId'] = $topic->getTeamId();
}
//set default sla.
if (isset($vars['slaId'])) {
$vars['slaId'] = $vars['slaId'] ?: $cfg->getDefaultSLAId();
} elseif ($topic && $topic->getSLAId()) {
$vars['slaId'] = $topic->getSLAId();
}
}
// Auto assignment to organization account manager
if (($org = $user->getOrganization()) && $org->autoAssignAccountManager() && ($code = $org->getAccountManagerId())) {
if (!isset($vars['staffId']) && $code[0] == 's') {
$vars['staffId'] = substr($code, 1);
} elseif (!isset($vars['teamId']) && $code[0] == 't') {
$vars['teamId'] = substr($code, 1);
}
}
// Last minute checks
$priority = $form->getAnswer('priority');
if (!$priority || !$priority->getIdValue()) {
$form->setAnswer('priority', null, $cfg->getDefaultPriorityId());
}
$deptId = $deptId ?: $cfg->getDefaultDeptId();
$topicId = isset($topic) ? $topic->getId() : 0;
$ipaddress = $vars['ip'] ?: $_SERVER['REMOTE_ADDR'];
$source = $source ?: 'Web';
//We are ready son...hold on to the rails.
$number = Ticket::genRandTicketNumber();
$sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ' ,lastmessage= NOW()' . ' ,user_id=' . db_input($user->getId()) . ' ,`number`=' . db_input($number) . ' ,dept_id=' . db_input($deptId) . ' ,topic_id=' . db_input($topicId) . ' ,ip_address=' . db_input($ipaddress) . ' ,source=' . db_input($source);
if (isset($vars['emailId']) && $vars['emailId']) {
$sql .= ', email_id=' . db_input($vars['emailId']);
}
//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 ticket number support really..really suck arse.
//To make things really easy we are going to use autoincrement ticket_id.
db_query('UPDATE ' . TICKET_TABLE . ' SET `number`=' . db_input($id) . ' 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]
}
// Save the (common) dynamic form
$form->setTicketId($id);
$form->save();
// Save the form data from the help-topic form, if any
if ($topic_form) {
$topic_form->setTicketId($id);
$topic_form->save();
}
$ticket->loadDynamicData();
$dept = $ticket->getDept();
// Add organizational collaborators
if ($org && $org->autoAddCollabs()) {
$pris = $org->autoAddPrimaryContactsAsCollabs();
$members = $org->autoAddMembersAsCollabs();
$settings = array('isactive' => true);
$collabs = array();
foreach ($org->allMembers() as $u) {
if ($members || $pris && $u->isPrimaryContact()) {
if ($c = $ticket->addCollaborator($u, $settings, $errors)) {
$collabs[] = (string) $c;
}
}
}
//TODO: Can collaborators add others?
if ($collabs) {
//TODO: Change EndUser to name of user.
$ticket->logNote(sprintf('Collaborators for %s organization added', $org->getName()), implode("<br>", $collabs), $org->getName(), false);
}
}
//post the message.
unset($vars['cannedattachments']);
//Ticket::open() might have it set as part of open & respond.
$vars['title'] = $vars['subject'];
//Use the initial subject as title of the post.
$vars['userId'] = $ticket->getUserId();
$message = $ticket->postMessage($vars, $origin, false);
// Configure service-level-agreement for this ticket
$ticket->selectSLAId($vars['slaId']);
// Assign ticket to staff or team (new ticket by staff)
if ($vars['assignId']) {
$ticket->assign($vars['assignId'], $vars['note']);
} else {
// Auto assign staff or team - auto assignment based on filter
// rules. Both team and staff can be assigned
if ($vars['staffId']) {
$ticket->assignToStaff($vars['staffId'], 'Auto Assignment');
}
if ($vars['teamId']) {
$ticket->assignToTeam($vars['teamId'], 'Auto Assignment');
}
}
/********** double check auto-response ************/
//Override auto responder if the FROM email is one of the internal emails...loop control.
if ($autorespond && Email::getIdByEmail($ticket->getEmail())) {
$autorespond = false;
}
# Messages that are clearly auto-responses from email systems should
# not have a return 'ping' message
if (isset($vars['flags']) && $vars['flags']['bounce']) {
$autorespond = false;
}
if ($autorespond && $message->isAutoReply()) {
$autorespond = false;
}
//post canned auto-response IF any (disables new ticket auto-response).
if ($vars['cannedResponseId'] && $ticket->postCannedReply($vars['cannedResponseId'], $message->getId(), $autorespond)) {
$ticket->markUnAnswered();
//Leave the ticket as unanswred.
$autorespond = false;
}
//Check department's auto response settings
// XXX: Dept. setting doesn't affect canned responses.
if ($autorespond && $dept && !$dept->autoRespONNewTicket()) {
$autorespond = false;
}
//Don't send alerts to staff when the message is a bounce
// this is necessary to avoid possible loop (especially on new ticket)
if ($alertstaff && $message->isBounce()) {
$alertstaff = false;
}
/***** See if we need to send some alerts ****/
$ticket->onNewTicket($message, $autorespond, $alertstaff);
/************ check if the user JUST reached the max. open tickets limit **********/
if ($cfg->getMaxOpenTickets() > 0 && ($user = $ticket->getOwner()) && $user->getNumOpenTickets() == $cfg->getMaxOpenTickets()) {
$ticket->onOpenLimit($autorespond && strcasecmp($origin, 'staff'));
}
/* Start tracking ticket lifecycle events */
$ticket->logEvent('created');
/* Phew! ... time for tea (KETEPA) */
return $ticket;
}
function createTicketByWebService($xml)
{
global $logFilePath;
try {
if (!empty($xml)) {
$nodes = $xml->xpath('/contacts/contact');
} else {
logErrors("The xml file can not be loaded ");
}
for ($i = 0; $i < count($nodes); $i++) {
// echo json_encode($nodes[$i]);
$data = array();
// $data['recipients'] = array();
$data['subject'] = removeLineBreaker($nodes[$i]->title);
if (empty(removeLineBreaker($nodes[$i]->title))) {
if (!empty(removeLineBreaker($nodes[$i]->crmsubject2_text))) {
$data['subject'] = removeLineBreaker($nodes[$i]->crmsubject2_text);
} else {
$data['subject'] = "no title";
}
}
$data['header'] = "";
// $data['mid'] = 1;
$data['source'] = "Web";
$data['topicId'] = 2;
$data['priorityId'] = 2;
$data['crm_contact_id'] = $nodes[$i]->attributes()->id;
// $data['flags'] = new ArrayObject();
$data['email'] = trim(removeLineBreaker($nodes[$i]->email));
if (empty($data['email'])) {
$data['email'] = "*****@*****.**";
}
$data['phone'] = removeLineBreaker($nodes[$i]->phone);
if (empty($data['phone'])) {
$data['phone'] = "";
}
$data['name'] = trim(removeLineBreaker($nodes[$i]->name));
if (empty($data['name'])) {
$data['name'] = "Anonymous User";
}
$data['orderNumber'] = trim(removeLineBreaker($nodes[$i]->ordernumber));
$data['ordernumber'] = trim(removeLineBreaker($nodes[$i]->ordernumber));
$data['filenumber'] = trim(removeLineBreaker($nodes[$i]->filenumber));
$data['cvr'] = trim(removeLineBreaker($nodes[$i]->cvr));
$data['CVR'] = trim(removeLineBreaker($nodes[$i]->cvr));
$data['message'] = removeLineBreaker($nodes[$i]->content);
$data['companyName'] = removeLineBreaker($nodes[$i]->companyname);
$data['company'] = removeLineBreaker($nodes[$i]->companyname);
$data['business_form_id'] = removeLineBreaker($nodes[$i]->business_form_id);
$data['activityCode'] = removeLineBreaker($nodes[$i]->activitycode);
$data['activityDescription'] = removeLineBreaker($nodes[$i]->activitydescription);
$data['useragent'] = removeLineBreaker($nodes[$i]->useragent);
$crmsubject1_id = trim(removeLineBreaker($nodes[$i]->crmsubject_id));
if (is_numeric($crmsubject1_id)) {
$data['CRM_filter_subject1'] = removeLineBreaker($nodes[$i]->crmsubject_text);
$data['crmsubject1_id'] = intval($crmsubject1_id);
$data['crmsubject1_text'] = removeLineBreaker($nodes[$i]->crmsubject_text);
} else {
die("crmsubject1_id is not numeric");
}
$crmsubject2_id = trim(removeLineBreaker($nodes[$i]->crmsubject2_id));
if (is_numeric($crmsubject2_id)) {
$data['CRM_filter_subject2'] = removeLineBreaker($nodes[$i]->crmsubject2_text);
$data['crmsubject2_id'] = intval($crmsubject2_id);
$data['crmsubject2_text'] = removeLineBreaker($nodes[$i]->crmsubject2_text);
} else {
die("crmsubject2_id is not numeric");
}
// $data['flags']['bounce'] = true;
$user = null;
$acct = null;
if (!$user && $data['email']) {
$user = User::lookupByEmail($data['email']);
}
if (!$user) {
$user_form = UserForm::getUserForm()->getForm($data);
if (!($user = User::fromVars($user_form->getClean()))) {
echo 'Unable to register account.';
}
if (!($acct = ClientAccount::createForUser($user))) {
echo 'Internal error. Unable to create new account';
}
}
$fileContent = $nodes[$i]->files->file;
$data['fileContent'] = $fileContent;
$tform = TicketForm::objects()->one()->getForm();
$messageField = $tform->getField('message');
$fileField = $messageField->getWidget()->getAttachments();
for ($j = 0; $j < count($fileContent); $j++) {
$fileId = $fileContent[$j]->attributes()->id;
$file['name'] = $fileContent[$j]->name;
$file['type'] = $fileContent[$j]->mime;
$file['encoding'] = 'base64';
// $file['cid'] = false;
$url = "https://w2l.dk" . $fileContent[$j]->url;
// logErrors("A test");
// $url = $fileContent[$j]->url;
// $file['data'] = base64_encode(file_get_contents($url));
if ($file['data'] = getFileContentsSSL($url)) {
$timestamp = date("Y-m-d_H:i:s");
// if(!file_put_contents(CLIENTINC_DIR.'erstFile/'.$timestamp.$file['name'], $file['data']))
// logErrors("not able to store the file");
try {
$storeCRMFile = "/var/www/html/erstFile/" . $timestamp . $file['name'];
echo $storeCRMFile;
file_put_contents("/var/www/html/erstFile/" . $timestamp . $file['name'], $file['data']);
} catch (Exception $e) {
logErrors('Caught exception: ', $e->getMessage(), "\n");
}
} else {
logErrors("The file url is not valid");
}
// try {
// $file['id'] = $fileField->uploadAttachment($file);
// }
// catch (FileUploadError $ex) {
// $file['error'] = $file['name'] . ': ' . $ex->getMessage();
// echo $file['error'];
// }
$data['attachments'][] = $file;
// echo $file['data'];
// echo "<br/>";
}
// echo "22222";
// echo json_encode($data);
if (Ticket::lookupForContactId($data['crm_contact_id'])) {
$api = new TicketApiController();
$api->createTicket($data);
echo "ticket has been generated successfully <br/>";
if (DELETE_ERST_SERVICE_QUEUE) {
deleteContactsFromQueue($data['crm_contact_id']);
} else {
logErrors("please go to include/ost-config to make the DELETE_ERST_SERVICE_QUEUE to true");
}
} else {
logErrors("ticket with id " . $data['crm_contact_id'] . " has already exists");
}
}
} catch (Exception $e) {
echo 'Caught exception: ', $e->getMessage(), "\n";
}
}
<?php
$select = 'SELECT ticket.ticket_id,ticket.`number`,ticket.dept_id,ticket.staff_id,ticket.team_id, ticket.user_id ' . ' ,dept.dept_name,status.name as status,ticket.source,ticket.isoverdue,ticket.isanswered,ticket.created ' . ' ,CAST(GREATEST(IFNULL(ticket.lastmessage, 0), IFNULL(ticket.reopened, 0), ticket.created) as datetime) as effective_date ' . ' ,CONCAT_WS(" ", staff.firstname, staff.lastname) as staff, team.name as team ' . ' ,IF(staff.staff_id IS NULL,team.name,CONCAT_WS(" ", staff.lastname, staff.firstname)) as assigned ' . ' ,IF(ptopic.topic_pid IS NULL, topic.topic, CONCAT_WS(" / ", ptopic.topic, topic.topic)) as helptopic ' . ' ,cdata.priority as priority_id, cdata.subject, user.name, email.address as email';
$from = ' FROM ' . TICKET_TABLE . ' ticket ' . ' LEFT JOIN ' . TICKET_STATUS_TABLE . ' status
ON status.id = ticket.status_id ' . ' LEFT JOIN ' . USER_TABLE . ' user ON user.id = ticket.user_id ' . ' LEFT JOIN ' . USER_EMAIL_TABLE . ' email ON user.id = email.user_id ' . ' LEFT JOIN ' . USER_ACCOUNT_TABLE . ' account ON (ticket.user_id=account.user_id) ' . ' LEFT JOIN ' . DEPT_TABLE . ' dept ON ticket.dept_id=dept.dept_id ' . ' LEFT JOIN ' . STAFF_TABLE . ' staff ON (ticket.staff_id=staff.staff_id) ' . ' LEFT JOIN ' . TEAM_TABLE . ' team ON (ticket.team_id=team.team_id) ' . ' LEFT JOIN ' . TOPIC_TABLE . ' topic ON (ticket.topic_id=topic.topic_id) ' . ' LEFT JOIN ' . TOPIC_TABLE . ' ptopic ON (ptopic.topic_id=topic.topic_pid) ' . ' LEFT JOIN ' . TABLE_PREFIX . 'ticket__cdata cdata ON (cdata.ticket_id = ticket.ticket_id) ' . ' LEFT JOIN ' . PRIORITY_TABLE . ' pri ON (pri.priority_id = cdata.priority)';
if ($user) {
$where = 'WHERE ticket.user_id = ' . db_input($user->getId());
} elseif ($org) {
$where = 'WHERE user.org_id = ' . db_input($org->getId());
}
TicketForm::ensureDynamicDataView();
$query = "{$select} {$from} {$where} ORDER BY ticket.created DESC";
// Fetch the results
$results = array();
$res = db_query($query);
while ($row = db_fetch_array($res)) {
$results[$row['ticket_id']] = $row;
}
if ($results) {
$counts_sql = 'SELECT ticket.ticket_id,
count(DISTINCT attach.attach_id) as attachments,
count(DISTINCT thread.id) as thread_count,
count(DISTINCT collab.id) as collaborators
FROM ' . TICKET_TABLE . ' ticket
LEFT JOIN ' . TICKET_ATTACHMENT_TABLE . ' attach ON (ticket.ticket_id=attach.ticket_id) ' . ' LEFT JOIN ' . TICKET_THREAD_TABLE . ' thread ON ( ticket.ticket_id=thread.ticket_id) ' . ' LEFT JOIN ' . TICKET_COLLABORATOR_TABLE . ' collab
ON ( ticket.ticket_id=collab.ticket_id) ' . ' WHERE ticket.ticket_id IN (' . implode(',', db_input(array_keys($results))) . ')
GROUP BY ticket.ticket_id';
$ids_res = db_query($counts_sql);
while ($row = db_fetch_array($ids_res)) {
$results[$row['ticket_id']] += $row;
}
function _search($req)
{
global $thisstaff, $cfg, $ost;
$result = array();
$criteria = array();
$select = 'SELECT ticket.ticket_id';
$from = ' FROM ' . TICKET_TABLE . ' ticket
LEFT JOIN ' . TICKET_STATUS_TABLE . ' status
ON (status.id = ticket.status_id) ';
//Access control.
$where = ' WHERE ( (ticket.staff_id=' . db_input($thisstaff->getId()) . ' AND status.state="open" )';
if (($teams = $thisstaff->getTeams()) && count(array_filter($teams))) {
$where .= ' OR (ticket.team_id IN (' . implode(',', db_input(array_filter($teams))) . ' ) AND status.state="open" )';
}
if (!$thisstaff->showAssignedOnly() && ($depts = $thisstaff->getDepts())) {
$where .= ' OR ticket.dept_id IN (' . implode(',', db_input($depts)) . ')';
}
$where .= ' ) ';
//Department
if ($req['deptId']) {
$where .= ' AND ticket.dept_id=' . db_input($req['deptId']);
$criteria['dept_id'] = $req['deptId'];
}
//Help topic
if ($req['topicId']) {
$where .= ' AND ticket.topic_id=' . db_input($req['topicId']);
$criteria['topic_id'] = $req['topicId'];
}
// Status
if ($req['statusId'] && ($status = TicketStatus::lookup($req['statusId']))) {
$where .= sprintf(' AND status.id="%d" ', $status->getId());
$criteria['status_id'] = $status->getId();
}
// Flags
if ($req['flag']) {
switch (strtolower($req['flag'])) {
case 'answered':
$where .= ' AND ticket.isanswered =1 ';
$criteria['isanswered'] = 1;
$criteria['state'] = 'open';
$where .= ' AND status.state="open" ';
break;
case 'overdue':
$where .= ' AND ticket.isoverdue =1 ';
$criteria['isoverdue'] = 1;
$criteria['state'] = 'open';
$where .= ' AND status.state="open" ';
break;
}
}
//Assignee
if ($req['assignee'] && strcasecmp($req['status'], 'closed')) {
# assigned-to
$id = preg_replace("/[^0-9]/", "", $req['assignee']);
$assignee = $req['assignee'];
$where .= ' AND ( ( status.state="open" ';
if ($assignee[0] == 't') {
$where .= ' AND ticket.team_id=' . db_input($id);
$criteria['team_id'] = $id;
} elseif ($assignee[0] == 's' || is_numeric($id)) {
$where .= ' AND ticket.staff_id=' . db_input($id);
$criteria['staff_id'] = $id;
}
$where .= ')';
if ($req['staffId'] && !$req['status']) {
//Assigned TO + Closed By
$where .= ' OR (ticket.staff_id=' . db_input($req['staffId']) . ' AND status.state IN("closed")) ';
} elseif ($req['staffId']) {
// closed by any
$where .= ' OR status.state IN("closed") ';
}
$where .= ' ) ';
} elseif ($req['staffId']) {
# closed-by
$where .= ' AND (ticket.staff_id=' . db_input($req['staffId']) . ' AND
status.state IN("closed")) ';
$criteria['state__in'] = array('closed');
$criteria['staff_id'] = $req['staffId'];
}
//dates
$startTime = $req['startDate'] && strlen($req['startDate']) >= 8 ? strtotime($req['startDate']) : 0;
$endTime = $req['endDate'] && strlen($req['endDate']) >= 8 ? strtotime($req['endDate']) : 0;
if ($endTime) {
// $endTime should be the last second of the day, not the first like $startTime
$endTime += 60 * 60 * 24 - 1;
}
if ($startTime && $startTime > time() or $startTime > $endTime && $endTime > 0) {
$startTime = $endTime = 0;
}
if ($startTime) {
$where .= ' AND ticket.created>=FROM_UNIXTIME(' . $startTime . ')';
$criteria['created__gte'] = $startTime;
}
if ($endTime) {
$where .= ' AND ticket.created<=FROM_UNIXTIME(' . $endTime . ')';
$criteria['created__lte'] = $startTime;
}
// Dynamic fields
$cdata_search = false;
foreach (TicketForm::getInstance()->getFields() as $f) {
if (isset($req[$f->getFormName()]) && ($val = $req[$f->getFormName()])) {
$name = $f->get('name') ? $f->get('name') : 'field_' . $f->get('id');
if (is_array($val)) {
$cwhere = '(' . implode(' OR ', array_map(function ($k) use($name) {
return sprintf('FIND_IN_SET(%s, `%s`)', db_input($k), $name);
}, $val)) . ')';
$criteria["cdata.{$name}"] = $val;
} else {
$cwhere = "cdata.`{$name}` LIKE '%" . db_real_escape($val) . "%'";
$criteria["cdata.{$name}"] = $val;
}
$where .= ' AND (' . $cwhere . ')';
$cdata_search = true;
}
}
if ($cdata_search) {
$from .= 'LEFT JOIN ' . TABLE_PREFIX . 'ticket__cdata ' . " cdata ON (cdata.ticket_id = ticket.ticket_id)";
}
//Query
$joins = array();
if ($req['query']) {
// Setup sets of joins and queries
if ($s = $ost->searcher) {
return $s->find($req['query'], $criteria, 'Ticket');
}
}
$sections = array();
foreach ($joins as $j) {
$sections[] = "{$select} {$from} {$j['from']} {$where} AND ({$j['where']})";
}
if (!$joins) {
$sections[] = "{$select} {$from} {$where}";
}
$sql = implode(' union ', $sections);
if (!($res = db_query($sql))) {
return TicketForm::dropDynamicDataView();
}
$tickets = array();
while ($row = db_fetch_row($res)) {
$tickets[] = $row[0];
}
return $tickets;
}
static function dumpTickets($sql, $how = 'csv')
{
// Add custom fields to the $sql statement
$cdata = $fields = $select = array();
foreach (TicketForm::getInstance()->getFields() as $f) {
// Ignore core fields
if (in_array($f->get('name'), array('subject', 'priority'))) {
continue;
} elseif (!$f->hasData() || $f->isPresentationOnly()) {
continue;
}
$name = $f->get('name') ? $f->get('name') : 'field_' . $f->get('id');
$key = '__field_' . $f->get('id');
$cdata[$key] = $f->get('label');
$fields[$key] = $f;
$select[] = "cdata.`{$name}` AS __field_" . $f->get('id');
}
//Inicio 13/04/2016 Se agrego el campo tiempo a cdata para mostrarlo en el archivo junto con el tiempo de duracion del ticket
$cdata['tiempo'] = 'Tiempo de Respuesta';
$select[] = "'Tiempo de Respuesta' AS tiempo";
//Fin 13/04/2016 Se agrego el campo tiempo a cdata para mostrarlo en el archivo junto con el tiempo de duracion del ticket
if ($select) {
$sql = str_replace(' FROM ', ',' . implode(',', $select) . ' FROM ', $sql);
}
return self::dumpQuery($sql, array('number' => __('Ticket Number'), 'ticket_created' => __('Date'), 'subject' => __('Subject'), 'name' => __('From'), 'email' => __('From Email'), 'priority_desc' => __('Priority'), 'dept_name' => __('Department'), 'helptopic' => __('Help Topic'), 'source' => __('Source'), 'status' => __('Current Status'), 'effective_date' => __('Last Updated'), 'duedate' => __('Due Date'), 'isoverdue' => __('Overdue'), 'isanswered' => __('Answered'), 'assigned' => __('Assigned To'), 'staff' => __('Agent Assigned'), 'team' => __('Team Assigned'), 'thread_count' => __('Thread Count'), 'attachments' => __('Attachment Count')) + $cdata, $how, array('modify' => function (&$record, $keys) use($fields) {
foreach ($fields as $k => $f) {
if (($i = array_search($k, $keys)) !== false) {
$record[$i] = $f->export($f->to_php($record[$i]));
}
}
//Inicio 13/04/2016 Se llena la comlumna tiempo del archivo con la duracion de cada ticket
$fecha1 = new DateTime($record[1]);
if ($_REQUEST["status"] == "open" || $_REQUEST["status"] == "assigned") {
$fecha2 = new DateTime(date("Y-m-d H:i:s"));
} else {
$fecha2 = new DateTime($record[10]);
}
$fecha = $fecha1->diff($fecha2);
if ($fecha->y > 0) {
$record[$i + 1] = $fecha->y . "A " . $fecha->m . "M " . $fecha->d . "d " . $fecha->h . "h " . $fecha->i . "m ";
} else {
if ($fecha->m > 0) {
$record[$i + 1] = $fecha->m . "M " . $fecha->d . "d " . $fecha->h . "h " . $fecha->i . "m ";
} else {
if ($fecha->d > 0) {
$record[$i + 1] = $fecha->d . "d " . $fecha->h . "h " . $fecha->i . "m ";
} else {
if ($fecha->h > 0) {
$record[$i + 1] = $fecha->h . "h " . $fecha->i . "m ";
} else {
if ($fecha->i > 0) {
$record[$i + 1] = $fecha->i . "m ";
} else {
$record[$i + 1] = '0m';
}
}
}
}
}
return $record;
//Inicio 13/04/2016 Se llena la comlumna tiempo del archivo con la duracion de cada ticket
}));
}
function createTicket($mid)
{
global $ost;
if (!($mailinfo = $this->getHeaderInfo($mid))) {
return false;
}
// TODO: If the content-type of the message is 'message/rfc822',
// then this is a message with the forwarded message as the
// attachment. Download the body and pass it along to the mail
// parsing engine.
$info = Mail_Parse::splitHeaders($mailinfo['header']);
if (strtolower($info['Content-Type']) == 'message/rfc822') {
if ($wrapped = $this->getPart($mid, 'message/rfc822')) {
require_once INCLUDE_DIR . 'api.tickets.php';
// Simulate piping the contents into the system
$api = new TicketApiController();
$parser = new EmailDataParser();
if ($data = $parser->parse($wrapped)) {
return $api->processEmail($data);
}
}
// If any of this fails, create the ticket as usual
}
//Is the email address banned?
if ($mailinfo['email'] && TicketFilter::isBanned($mailinfo['email'])) {
//We need to let admin know...
$ost->logWarning(_S('Ticket denied'), sprintf(_S('Banned email — %s'), $mailinfo['email']), false);
return true;
//Report success (moved or delete)
}
// Parse MS TNEF emails
if (($struct = imap_fetchstructure($this->mbox, $mid)) && ($attachments = $this->getAttachments($struct))) {
foreach ($attachments as $i => $info) {
if (0 === strcasecmp('application/ms-tnef', $info['type'])) {
try {
$data = $this->decode(imap_fetchbody($this->mbox, $mid, $info['index']), $info['encoding']);
$tnef = new TnefStreamParser($data);
$this->tnef = $tnef->getMessage();
// No longer considered an attachment
unset($attachments[$i]);
// There should only be one of these
break;
} catch (TnefException $ex) {
// Noop -- winmail.dat remains an attachment
}
}
}
}
$vars = $mailinfo;
$vars['name'] = $mailinfo['name'];
$vars['subject'] = $mailinfo['subject'] ?: '[No Subject]';
$vars['emailId'] = $mailinfo['emailId'] ?: $this->getEmailId();
$vars['to-email-id'] = $mailinfo['emailId'] ?: 0;
$vars['flags'] = new ArrayObject();
if ($this->isBounceNotice($mid)) {
// Fetch the original References and assign to 'references'
if ($headers = $this->getOriginalMessageHeaders($mid)) {
$vars['references'] = $headers['references'];
$vars['in-reply-to'] = @$headers['in-reply-to'] ?: null;
}
// Fetch deliver status report
$vars['message'] = $this->getDeliveryStatusMessage($mid) ?: $this->getBody($mid);
$vars['thread-type'] = 'N';
$vars['flags']['bounce'] = true;
} else {
$vars['message'] = $this->getBody($mid);
$vars['flags']['bounce'] = TicketFilter::isBounce($info);
}
//Missing FROM name - use email address.
if (!$vars['name']) {
list($vars['name']) = explode('@', $vars['email']);
}
if ($ost->getConfig()->useEmailPriority()) {
$vars['priorityId'] = $this->getPriority($mid);
}
$ticket = null;
$newticket = true;
$errors = array();
$seen = false;
// Use the settings on the thread entry on the ticket details
// form to validate the attachments in the email
$tform = TicketForm::objects()->one()->getForm();
$messageField = $tform->getField('message');
$fileField = $messageField->getWidget()->getAttachments();
// Fetch attachments if any.
if ($messageField->isAttachmentsEnabled()) {
// Include TNEF attachments in the attachments list
if ($this->tnef) {
foreach ($this->tnef->attachments as $at) {
$attachments[] = array('cid' => @$at->AttachContentId ?: false, 'data' => $at, 'size' => @$at->DataSize ?: null, 'type' => @$at->AttachMimeTag ?: false, 'name' => $at->getName());
}
}
$vars['attachments'] = array();
foreach ($attachments as $a) {
$file = array('name' => $a['name'], 'type' => $a['type']);
if (@$a['data'] instanceof TnefAttachment) {
$file['data'] = $a['data']->getData();
} else {
// only fetch the body if necessary
$self = $this;
$file['data'] = function () use($self, $mid, $a) {
return $self->decode(imap_fetchbody($self->mbox, $mid, $a['index']), $a['encoding']);
};
}
// Include the Content-Id if specified (for inline images)
$file['cid'] = isset($a['cid']) ? $a['cid'] : false;
// Validate and save immediately
try {
$file['id'] = $fileField->uploadAttachment($file);
} catch (FileUploadError $ex) {
$file['error'] = $file['name'] . ': ' . $ex->getMessage();
}
$vars['attachments'][] = $file;
}
}
// Allow signal handlers to interact with the message decoding
Signal::send('mail.processed', $this, $vars);
$seen = false;
if (($thread = ThreadEntry::lookupByEmailHeaders($vars, $seen)) && ($t = $thread->getTicket()) && ($vars['staffId'] || !$t->isClosed() || $t->isReopenable()) && ($message = $thread->postEmail($vars))) {
if (!$message instanceof ThreadEntry) {
// Email has been processed previously
return $message;
}
$ticket = $message->getTicket();
} elseif ($seen) {
// Already processed, but for some reason (like rejection), no
// thread item was created. Ignore the email
return true;
} elseif ($ticket = Ticket::create($vars, $errors, 'Email')) {
$message = $ticket->getLastMessage();
} else {
//Report success if the email was absolutely rejected.
if (isset($errors['errno']) && $errors['errno'] == 403) {
// Never process this email again!
ThreadEntry::logEmailHeaders(0, $vars['mid']);
return true;
}
// Log an error to the system logs
$mailbox = Email::lookup($vars['emailId']);
$ost->logError(_S('Mail Processing Exception'), sprintf(_S("Mailbox: %s | Error(s): %s"), $mailbox->getEmail(), print_r($errors, true)), false);
// Indicate failure of mail processing
return null;
}
return $ticket;
}
" title="Sort By Department"><?php
echo __('Department');
?>
</a>
</th>
<th width="120">
Localizador
</th>
<th width="120">
Status
</th>
</tr>
</thead>
<tbody>
<?php
$subject_field = TicketForm::objects()->one()->getField('subject');
if ($res && ($num = db_num_rows($res))) {
$defaultDept = Dept::getDefaultDeptName();
//Default public dept.
while ($row = db_fetch_array($res)) {
$dept = $row['ispublic'] ? $row['dept_name'] : $defaultDept;
$subject = Format::truncate($subject_field->display($subject_field->to_php($row['subject']) ?: $row['subject']), 40);
if ($row['attachments']) {
$subject .= ' <span class="Icon file"></span>';
}
$ticketNumber = $row['number'];
if ($row['isanswered'] && !strcasecmp($row['state'], 'open')) {
$subject = "<b>{$subject}</b>";
$ticketNumber = "<b>{$ticketNumber}</b>";
}
?>
?>
<table width="800" cellpadding="1" cellspacing="0" border="0" id="ticketInfo">
<tr>
<td colspan="2" width="100%">
<h1>
<a href="tickets.php?id=<?php
echo $ticket->getId();
?>
" title="<?php
echo __('Reload');
?>
"><i class="refresh icon-refresh"></i></a>
<b>
<?php
$subject_field = TicketForm::getInstance()->getField('subject');
echo $subject_field->display($ticket->getSubject());
?>
</b>
<small>#<?php
echo $ticket->getNumber();
?>
</small>
<div class="pull-right">
<a class="action-button" href="tickets.php?a=print&id=<?php
echo $ticket->getId();
?>
"><i class="icon-print"></i> <?php
echo __('Print');
?>
</a>
