public static function useDefault($search_data = null, &$errors = array(), $defaults = null)
{
$search = new TicketsSearch($defaults);
$search->addSearchField('id', 'ticket_#', 'equal');
$search->addSearchField('internal_status_code', 'status_is', 'ticket_status', array('NEW', 'OPEN'));
$user = new User();
$user->loadBy('username', EGS_USERNAME);
$search->addSearchField('originator_person_id', 'my_tickets_only', 'hide', false, 'advanced');
$search->setOnValue('originator_person_id', $user->username);
$search->addSearchField('summary', 'summary_contains', 'contains');
$search->addSearchField('assigned_to', 'assigned_to', 'select', '');
$options = array('' => 'all', EGS_USERNAME => 'me', 'NULL' => 'noone');
if (isModuleAdmin()) {
$users = User::getOtherUsers();
$options = array_merge($options, $users);
}
$search->setOptions('assigned_to', $options);
$search->addSearchField('originator_company', 'company_name', 'begins', null, 'advanced');
$search->addSearchField('created', 'created_today', 'hide', false, 'advanced');
$cc = new ConstraintChain();
$cc->add(new Constraint('created', '>', date('Y-m-d', strtotime('yesterday'))));
$cc->add(new Constraint('created', '<', date('Y-m-d', strtotime('tomorrow'))));
$search->setConstraint('created', $cc);
$queue = new TicketQueue();
$queues = $queue->getAll();
$search->addSearchField('ticket_queue_id', 'queue', 'multi_select', array_keys($queues), 'advanced');
$search->setOptions('ticket_queue_id', $queues);
$search->addSearchField('ticket_release_version_id', 'release_version', 'select', '', 'advanced');
$releaseversion = new TicketReleaseVersion();
$releaseversions = $releaseversion->getAll();
$options = array('' => 'All');
$options += $releaseversions;
$search->setOptions('ticket_release_version_id', $options);
$search->setSearchData($search_data, $errors);
return $search;
}
public function save_response()
{
parent::save('TicketResponse');
$ticket = new Ticket();
$ticket->load($this->_data['TicketResponse']['ticket_id']);
$plateout = TicketingUtils::StatusPlate($ticket);
$queue = new TicketQueue();
$queue->load($ticket->ticket_queue_id);
$headers = array('From' => $queue->email_address);
// FIXME: If someone forces a file upload... I guess that causes this code to randomly send the file?
if ($_FILES['file']['size'] > 0) {
// Send MIME mail
$boundary = 'EGS-Ticketing-System-' . base_convert(rand(1000, 9000), 10, 2);
$headers['Content-Type'] = 'multipart/mixed; boundary=' . $boundary;
$base64 = base64_encode(file_get_contents($_FILES['file']['tmp_name']));
// Yay, hand written MIME email!
$body = "--{$boundary}\r\n" . "Content-Transfer-Encoding: 8bit\r\n" . "Content-Type: text/plain; charset=ISO-8859-1\r\n" . "\r\n" . $plateout . $this->_data['TicketResponse']['body'] . "\r\n" . "\r\n" . "--{$boundary}\r\n" . 'Content-Type: octet/stream; name="' . $_FILES['file']['name'] . '"' . "\r\n" . "Content-Transfer-Encoding: base64\r\n" . 'Content-Disposition: attachment; filename="' . $_FILES['file']['name'] . '"' . "\r\n" . "\r\n" . chunk_split($base64) . "\r\n" . "\r\n" . "--{$boundary}--\r\n" . ".";
$errors = array();
$file = File::Factory($_FILES['file'], $errors, new File());
$file->save();
$ticketAttachment = TicketAttachment::Factory(array('ticket_id' => $this->_data['TicketResponse']['ticket_id'], 'file_id' => $file->id), $errors, new TicketAttachment());
$ticketAttachment->save();
} else {
// No attachment, send plain text mail
$body = $plateout . $this->_data['TicketResponse']['body'];
}
$header_string = "";
foreach ($headers as $header => $value) {
$header_string .= $header . ': ' . $value . "\r\n";
}
// FIXME: Do this further up
if (!isset($this->_data['TicketResponse']['internal']) || isset($this->_data['TicketResponse']['internal']) && $this->_data['TicketResponse']['internal'] != 'on') {
$recipients = $recipients = TicketingUtils::GetRecipients($ticket);
foreach ($recipients as $recipient) {
mail($recipient, 're: [' . $ticket->ticket_queue_id . '-' . $ticket->id . '] ' . $ticket->summary, $body, $header_string);
}
}
sendTo('Client', 'view', array('ticketing'), array('id' => $this->_data['TicketResponse']['ticket_id']));
}
private function notifyQueueOwner($ticket, $data)
{
// Needs to be Assigned To if present
// otherwise Queue Owner
$plateout = TicketingUtils::StatusPlate($ticket);
$to = '';
if (!is_null($ticket->assigned_to)) {
$user = new User();
$user->loadBy('username', $ticket->assigned_to);
if (!is_null($user->person_id)) {
$person = new Person();
$person->load($user->person_id);
$to = $person->email->contactmethod;
}
if (empty($to)) {
$to = $user->email;
}
}
if (empty($to)) {
$queue = new TicketQueue();
$queue->load($ticket->ticket_queue_id);
if ($queue->isLoaded() && !is_null($queue->email_address)) {
$to = $queue->email_address;
}
}
if (!empty($to)) {
$headers = array('From' => TicketingUtils::getReplyAddress($ticket), 'Reply-To' => $data['reply_address']);
$header_string = "";
foreach ($headers as $header => $value) {
$header_string .= $header . ': ' . $value . "\r\n";
}
$body = $plateout . "\n" . $data['message'] . "\n";
mail($to, 're: [' . $ticket->ticket_queue_id . '-' . $ticket->id . '] ' . $ticket->summary, $body, $header_string, '-r ' . $to);
}
}
public static function getReplyAddress($ticket)
{
$from = '';
$config = Config::Instance();
$ticket_support = $config->get('TICKET_SUPPORT');
if (!is_null($ticket->originator_company_id) && !empty($ticket_support)) {
// use the ticket support email address for the company
// TICKET_SUPPORT should be defined in the conf/config.php
$from = $ticket->company->getContactDetail('E', $ticket_support);
}
if (empty($from)) {
// no ticket support email address for the company
// so use the queue email address
$queue = new TicketQueue();
$queue->load($ticket->ticket_queue_id);
$from = $queue->email_address;
}
return $from;
}
