/**
* Update staff response time if first staff response
* @param xhelpTicket $ticket Ticket for response
* @param xhelpResponses $response Response
* @return bool True on success, false on error
* @access public
*/
function new_response($ticket, $response)
{
global $xoopsUser;
//if first response for ticket, update staff responsetime
$hResponse =& xhelpGetHandler('responses');
$hMembership =& xhelpGetHandler('membership');
if ($hResponse->getStaffResponseCount($ticket->getVar('id')) == 1) {
if ($hMembership->isStaffMember($response->getVar('uid'), $ticket->getVar('department'))) {
$responseTime = abs($response->getVar('updateTime') - $ticket->getVar('posted'));
$this->_hStaff->updateResponseTime($response->getVar('uid'), $responseTime);
}
}
}
/**
* Add Log information for 'new_response' event
* @param xhelpTicket $ticket Ticket for Response
* @param xhelpResponses $newResponse Response that was added
* @return bool True on success, false on error
* @access public
*/
function new_response($ticket, $newResponse)
{
global $xoopsUser;
$logMessage =& $this->_hLog->create();
$logMessage->setVar('uid', $xoopsUser->getVar('uid'));
$logMessage->setVar('ticketid', $ticket->getVar('id'));
$logMessage->setVar('action', _XHELP_LOG_ADDRESPONSE);
$logMessage->setVar('lastUpdated', $newResponse->getVar('updateTime'));
return $this->_hLog->insert($logMessage);
}
/**
* Event: batch_response
* Triggered after a batch response addition
* Note: the $response->getVar('ticketid') field is empty for this function
* @param array $tickets The xhelpTicket objects that were modified
* @param xhelpResponses $response The response added to each ticket
*/
function batch_response($tickets, $response)
{
global $xoopsUser, $xoopsConfig, $xoopsModuleConfig;
$displayName =& $xoopsModuleConfig['xhelp_displayName'];
// Determines if username or real name is displayed
$responseText = $this->_ts->stripslashesGPC($response->getVar('message', 'n'));
$uname = $xoopsUser->getVar('uname');
$uid = $xoopsUser->getVar('uid');
$updated = formatTimestamp(time(), 'm');
$private = $response->getVar('private');
$hMBoxes =& xhelpGetHandler('departmentMailBox');
$mBoxes =& $hMBoxes->getObjects(null, true);
$hDepartments =& xhelpGetHandler('department');
$settings =& $this->_hNotification->get(XHELP_NOTIF_NEWRESPONSE);
$staff_setting = $settings->getVar('staff_setting');
$user_setting = $settings->getVar('user_setting');
$staff_options = $settings->getVar('staff_options');
if ($staff_setting != XHELP_NOTIF_STAFF_NONE) {
$dept_email_tpl = $this->_getEmailTpl('dept', 'new_response', $this->_module, $template_id);
} else {
$dept_email_tpl = false;
}
if ($user_setting != XHELP_NOTIF_USER_NO) {
$user_email_tpl = $this->_getEmailTpl('ticket', 'new_this_response', $this->_module, $template_id);
} else {
$user_email_tpl = false;
}
foreach ($tickets as $ticket) {
$bFromEmail = false;
$tags = array();
$tags['TICKET_ID'] = $ticket->getVar('id');
$tags['TICKET_RESPONSE'] = $responseText;
$tags['TICKET_SUBJECT'] = $ticket->getVar('subject');
$tags['TICKET_TIMESPENT'] = $response->getVar('timeSpent');
$tags['TICKET_STATUS'] = xhelpGetStatus($ticket->getVar('status'));
$tags['TICKET_RESPONDER'] = $uname;
$tags['TICKET_POSTED'] = $updated;
$tags['TICKET_URL'] = XHELP_BASE_URL . '/ticket.php?id=' . $ticket->getVar('id');
$tags['TICKET_DEPARTMENT'] = $this->_ts->stripslashesGPC($hDepartments->getNameById($ticket->getVar('department')));
$owner = $ticket->getVar('ownership');
if ($owner == 0) {
$tags['TICKET_OWNERSHIP'] = _XHELP_NO_OWNER;
} else {
$tags['TICKET_OWNERSHIP'] = xhelpGetUsername($owner, $displayName);
}
if ($ticket->getVar('serverid') > 0) {
//Ticket was submitted via email
$mBox =& $mBoxes[$ticket->getVar('serverid')];
if (is_object($mBox)) {
$bFromEmail = true;
}
}
if ($bFromEmail) {
$from = $server->getVar('emailaddress');
$tags['TICKET_SUPPORT_EMAIL'] = $from;
$tags['TICKET_SUPPORT_KEY'] = '{' . $ticket->getVar('emailHash') . '}';
} else {
$from = '';
$tags['TICKET_SUPPORT_EMAIL'] = $xoopsConfig['adminmail'];
$tags['TICKET_SUPPORT_KEY'] = '';
}
$sendTo = array();
if ($ticket->getVar('uid') != $uid && $response->getVar('private') == 0) {
// If response from staff member
if ($private == 0) {
if ($user_email_tpl) {
$sendTo = $this->_getUserEmail($ticket->getVar('uid'));
$success = $this->_sendEvents($user_email_tpl, $sendTo, $tags, $from);
}
} else {
if ($dept_email_tpl) {
if ($ticket->getVar('ownership') != 0) {
$sendTo = $this->_getStaffEmail($owner, $ticket->getVar('department'), $staff_options);
} else {
$sendTo = $this->_getSubscribedStaff($ticket, $dept_email_tpl['bit_value'], $settings);
}
}
}
} else {
// If response from submitter
if ($dept_email_tpl) {
if ($ticket->getVar('ownership') != 0) {
// If ticket has owner, send to owner
if ($this->_isSubscribed($owner, $email_tpl['bit_value'])) {
// Check if the owner is subscribed
$sendTo = $this->_getStaffEmail($owner, $ticket->getVar('department'), $staff_options);
}
} else {
// If ticket has no owner, send to department
$sendTo =& $this->_getSubscribedStaff($ticket, $dept_email_tpl['bit_value'], $settings);
}
$success = $this->_sendEvents($dept_email_tpl, $sendTo, $tags);
}
}
}
}