function UpdateMessage($MESSAGE_ID, $arFields, $checkRights = "Y")
{
$err_mess = CTicket::err_mess() . "<br>Function: UpdateMessage<br>Line: ";
global $DB, $USER;
$MESSAGE_ID = intval($MESSAGE_ID);
$bAdmin = "N";
$bSupportTeam = "N";
if ($checkRights == "Y") {
$bAdmin = CTicket::IsAdmin() ? "Y" : "N";
$bSupportTeam = CTicket::IsSupportTeam() ? "Y" : "N";
$uid = $USER->GetID();
} else {
$bAdmin = "Y";
$bSupportTeam = "Y";
$uid = 0;
}
if ($bAdmin == "Y") {
$ownerSid = $arFields["OWNER_SID"];
$ownerUserID = $arFields["OWNER_USER_ID"];
$arFields_u = array("TIMESTAMP_X" => $DB->GetNowFunction(), "C_NUMBER" => intval($arFields["C_NUMBER"]), "MESSAGE" => "'" . $DB->ForSql($arFields["MESSAGE"]) . "'", "MESSAGE_SEARCH" => "'" . ToUpper($DB->ForSql($arFields["MESSAGE"])) . "'", "SOURCE_ID" => intval($arFields["SOURCE_ID"]) > 0 ? intval($arFields["SOURCE_ID"]) : "null", "OWNER_SID" => "'" . $DB->ForSql($ownerSid, 255) . "'", "OWNER_USER_ID" => intval($ownerUserID) > 0 ? intval($ownerUserID) : "null", "MODIFIED_USER_ID" => intval($uid) > 0 ? intval($uid) : "null", "MODIFIED_GUEST_ID" => intval($_SESSION["SESS_GUEST_ID"]) > 0 ? intval($_SESSION["SESS_GUEST_ID"]) : "null", "EXTERNAL_ID" => intval($arFields["EXTERNAL_ID"]) > 0 ? intval($arFields["EXTERNAL_ID"]) : "null", "TASK_TIME" => intval($arFields["TASK_TIME"]) > 0 ? intval($arFields["TASK_TIME"]) : "null", "EXTERNAL_FIELD_1" => "'" . $DB->ForSql($arFields["EXTERNAL_FIELD_1"]) . "'", "IS_SPAM" => strlen($arFields["IS_SPAM"]) > 0 ? "'" . $arFields["IS_SPAM"] . "'" : "null", "IS_HIDDEN" => $arFields["IS_HIDDEN"] == "Y" ? "'Y'" : "'N'", "IS_LOG" => $arFields["IS_LOG"] == "Y" ? "'Y'" : "'N'", "IS_OVERDUE" => $arFields["IS_OVERDUE"] == "Y" ? "'Y'" : "'N'", "NOT_CHANGE_STATUS" => $arFields["NOT_CHANGE_STATUS"] == "Y" ? "'Y'" : "'N'");
$notChangeStatus = is_set($arFields, "NOT_CHANGE_STATUS") && $arFields["NOT_CHANGE_STATUS"] == "Y" ? "Y" : "N";
$rows = $DB->Update("b_ticket_message", $arFields_u, "WHERE ID='" . $MESSAGE_ID . "'", $err_mess . __LINE__);
if (intval($rows) > 0) {
$rsMessage = CTicket::GetMessageByID($MESSAGE_ID, $checkRights);
if ($arMessage = $rsMessage->Fetch()) {
$ticketID = $arMessage["TICKET_ID"];
// обновим прикрепленные файлы
$not_image_extension_suffix = COption::GetOptionString("support", "NOT_IMAGE_EXTENSION_SUFFIX");
$not_image_upload_dir = COption::GetOptionString("support", "NOT_IMAGE_UPLOAD_DIR");
$max_size = COption::GetOptionString("support", "SUPPORT_MAX_FILESIZE");
$arrFiles = $arFields["FILES"];
if (is_array($arrFiles) && count($arrFiles) > 0) {
foreach ($arrFiles as $arFile) {
if (strlen($arFile["name"]) > 0 || $arFile["del"] == "Y") {
if ($bSupportTeam != "Y" && $bAdmin != "Y") {
$max_file_size = intval($max_size) * 1024;
}
$fes = "";
$upload_dir = "support";
if (!CFile::IsImage($arFile["name"], $arFile["type"])) {
$fes = $not_image_extension_suffix;
$arFile["name"] .= $fes;
$upload_dir = $not_image_upload_dir;
}
if (!array_key_exists("MODULE_ID", $arFile) || strlen($arFile["MODULE_ID"]) <= 0) {
$arFile["MODULE_ID"] = "support";
}
$fid = intval(CFile::SaveFile($arFile, $upload_dir, $max_file_size));
// если стоял флаг "Удалить" то
if ($arFile["del"] == "Y") {
// удалим связку
$strSql = "\n\t\t\t\t\t\t\t\t\t\tDELETE FROM\n\t\t\t\t\t\t\t\t\t\t\tb_ticket_message_2_file\n\t\t\t\t\t\t\t\t\t\tWHERE\n\t\t\t\t\t\t\t\t\t\t\tFILE_ID=" . intval($arFile["old_file"]) . "\n\t\t\t\t\t\t\t\t\t\t";
$DB->Query($strSql, false, $err_mess . __LINE__);
}
// если успешно загрузили файл то
if ($fid > 0) {
// если это был новый файл то
if (intval($arFile["old_file"]) <= 0) {
// добавим связку
$md5 = md5(uniqid(mt_rand(), true) . time());
$arFields_fi = array("HASH" => "'" . $DB->ForSql($md5, 255) . "'", "MESSAGE_ID" => $MESSAGE_ID, "FILE_ID" => $fid, "TICKET_ID" => $ticketID, "EXTENSION_SUFFIX" => strlen($fes) > 0 ? "'" . $DB->ForSql($fes, 255) . "'" : "null");
$DB->Insert("b_ticket_message_2_file", $arFields_fi, $err_mess . __LINE__);
} else {
// обновим связку
$arFields_fu = array("FILE_ID" => $fid, "EXTENSION_SUFFIX" => strlen($fes) > 0 ? "'" . $DB->ForSql($fes, 255) . "'" : "null");
$DB->Update("b_ticket_message_2_file", $arFields_fu, "WHERE FILE_ID = " . intval($arFile["old_file"]), $err_mess . __LINE__);
}
}
}
}
}
if ($arFields["IS_SPAM"] == "Y") {
CTicket::MarkMessageAsSpam($MESSAGE_ID, "Y", $checkRights);
} elseif ($arFields["IS_SPAM"] == "N") {
CTicket::MarkMessageAsSpam($MESSAGE_ID, "N", $checkRights);
} elseif ($arFields["IS_SPAM"] != "Y" && $arFields["IS_SPAM"] != "N") {
CTicket::UnMarkMessageAsSpam($MESSAGE_ID, $checkRights);
}
//if ($notChangeStatus != "Y")
CTicket::UpdateLastParams($ticketID);
//if ($notChangeStatus!="Y" && $hidden!="Y" && $log!="Y")
//{
//CTicketReminder::Update($ticketID);
//}
if ($log != "Y") {
$strSql = "SELECT SITE_ID, TITLE FROM b_ticket T WHERE ID='{$ticketID}'";
$rsTicket = $DB->Query($strSql, false, $err_mess . __LINE__);
$arTicket = $rsTicket->Fetch();
CSupportSearch::writeWordsInTable($MESSAGE_ID, $arTicket["SITE_ID"], $arTicket["TITLE"] . " " . $arFields["MESSAGE"]);
}
}
}
}
}
function UnMarkMessageAsSpam($messageID, $checkRights = "Y")
{
$err_mess = CAllTicket::err_mess() . "<br>Function: UnMarkMessageAsSpam<br>Line: ";
global $DB, $USER;
$messageID = intval($messageID);
if ($messageID <= 0) {
return;
}
$bAdmin = "N";
$bSupportTeam = "N";
if ($checkRights == "Y") {
$bAdmin = CTicket::IsAdmin() ? "Y" : "N";
$bSupportTeam = CTicket::IsSupportTeam() ? "Y" : "N";
} else {
$bAdmin = "Y";
$bSupportTeam = "Y";
}
if (($bAdmin == "Y" || $bSupportTeam == "Y") && CModule::IncludeModule("mail")) {
$rsMessage = CTicket::GetMessageByID($messageID, $checkRights);
if ($arMessage = $rsMessage->Fetch()) {
$arFields = array("IS_SPAM" => "null");
$DB->Update("b_ticket_message", $arFields, "WHERE ID=" . $messageID, $err_mess . __LINE__);
$email_id = intval($arMessage["EXTERNAL_ID"]);
$header = $arMessage["EXTERNAL_FIELD_1"];
$rsEmail = CMailMessage::GetByID($email_id);
if ($rsEmail->Fetch()) {
CMailMessage::MarkAsSpam($email_id, false);
} else {
CmailFilter::DeleteFromSpamBase($header . " \n\r " . $arMessage["MESSAGE"], true);
CmailFilter::MarkAsSpam($header . " \n\r " . $arMessage["MESSAGE"], false);
}
}
}
}
SPLIT MESSAGE
****************************************************************************/
if (isset($_GET['TICKET_ID']) && isset($_GET['MESSAGE_ID'])) {
$_SESSION["TICKET_ID"] = IntVal($_GET['TICKET_ID']);
$_SESSION["MESSAGE_ID"] = IntVal($_GET['MESSAGE_ID']);
$ticket = CTicket::GetByID($_SESSION['TICKET_ID'], $site_id, "Y", $get_user_name, $get_extra_names);
if ($ticket && $ticket->ExtractFields()) {
$obUserTiket = $USER->GetByID($str_OWNER_USER_ID);
$arUserTiket = $obUserTiket->Fetch();
$str_OWNER_LOGIN = htmlspecialcharsbx($arUserTiket['LOGIN']);
$str_OWNER_NAME = htmlspecialcharsbx($arUserTiket['NAME']) . ' ' . htmlspecialcharsbx($arUserTiket['LAST_NAME']);
$str_lang = $TICKET_SITE = $str_SITE_ID;
$TICKET_SLA = $str_SLA_ID = CTicketSLA::GetForUser($str_SITE_ID, $str_OWNER_USER_ID);
$str_DIFFICULTY_ID = '';
$str_CRITICALITY_ID = '';
$obTicketMessage = CTicket::GetMessageByID($_SESSION['MESSAGE_ID']);
$arTicketMessage = $obTicketMessage->Fetch();
$MESSAGE = $arTicketMessage['MESSAGE'];
$_SESSION['MESSAGE_NUM'] = IntVal($arTicketMessage['C_NUMBER']);
$_SESSION['MESSAGE_DATE'] = $arTicketMessage['DATE_CREATE'];
$_SESSION["TICKET_TITLE"] = $str_TITLE;
$str_TITLE = '';
$str_DATE_CLOSE = null;
$arFiles = array();
if ($rsFiles = CTicket::GetFileList($v1 = "s_id", $v2 = "asc", array("MESSAGE_ID" => $_SESSION['MESSAGE_ID']))) {
while ($arFile = $rsFiles->Fetch()) {
$name = $arFile["ORIGINAL_NAME"];
if (strlen($arFile["EXTENSION_SUFFIX"]) > 0) {
$suffix_length = strlen($arFile["EXTENSION_SUFFIX"]);
$name = substr($name, 0, strlen($name) - $suffix_length);
}
//echo "<pre>"; print_r($arFields); echo "</pre>";
CTicket::UpdateMessage($ID, $arFields);
if (!$strError) {
if (strlen($save) > 0) {
LocalRedirect($TICKET_EDIT_URL . "?lang=" . LANGUAGE_ID . "&ID=" . $TICKET_ID);
} elseif (strlen($apply) > 0) {
LocalRedirect($TICKET_MESSAGE_EDIT_URL . "?ID=" . $ID . "&TICKET_ID=" . $TICKET_ID . "&lang=" . LANGUAGE_ID);
}
}
} else {
if ($e = $APPLICATION->GetException()) {
$strError = new CAdminMessage(GetMessage("SUP_ERROR"), $e);
}
}
}
$message = CTicket::GetMessageByID($ID);
if (!$message->ExtractFields()) {
//$strError .= GetMessage("SUP_MESSAGE_NOT_FOUND")."<br>";
$e = $APPLICATION->GetException();
$strError = new CAdminMessage(GetMessage("SUP_MESSAGE_NOT_FOUND"), $e);
} else {
$arFiles = array();
if ($rsFiles = CTicket::GetFileList($v1 = "s_id", $v2 = "asc", array("MESSAGE_ID" => $ID))) {
while ($arFile = $rsFiles->Fetch()) {
$name = $arFile["ORIGINAL_NAME"];
if (strlen($arFile["EXTENSION_SUFFIX"]) > 0) {
$suffix_length = strlen($arFile["EXTENSION_SUFFIX"]);
$name = substr($name, 0, strlen($name) - $suffix_length);
}
$arFile["NAME"] = $name;
$arFiles[] = $arFile;
public static function SupportDeadlineNotify($arrTicket0)
{
//SUPPORT_DEADLINE_NOTIFY
//SUPPORT_DEADLINE = EXPIRATION_DATE
//SUPPORT_DEADLINE_STMP = EXPIRATION_DATE_STMP
$err_mess = CAllTicketReminder::err_mess() . "<br>Function: SupportDeadlineNotify<br>Line: ";
$rs = CTicket::GetByID($arrTicket0["ID"], false, "N");
if (!($arTicket = $rs->Fetch())) {
return false;
}
$rsMessage = CTicket::GetMessageByID(intval($arTicket["ID_1_USER_M_AFTER_SUP_M"]), "N", "N");
if (!($arMessage = $rsMessage->Fetch())) {
return false;
}
$arMessage["EXPIRATION_DATE"] = $arrTicket0["SUPPORT_DEADLINE"];
$arMessage["EXPIRATION_DATE_STMP"] = MakeTimeStamp($arMessage["EXPIRATION_DATE"]);
//$SUPPORT_DEADLINE_STMP = MakeTimeStamp($arrTicket0["SUPPORT_DEADLINE"]);
$rsSite = CSite::GetByID($arTicket["SITE_ID"]);
$arSite = $rsSite->Fetch();
global $MESS, $DB;
//$oldMess = $MESS;
IncludeModuleLangFile($_SERVER["DOCUMENT_ROOT"] . "/bitrix/modules/support/classes/general/messages.php", $arSite["LANGUAGE_ID"]);
$sourceName = strlen($arTicket["SOURCE_NAME"]) <= 0 ? "" : "[" . $arTicket["SOURCE_NAME"] . "] ";
if (intval($arTicket["OWNER_USER_ID"]) > 0 || strlen(trim($arTicket["OWNER_LOGIN"])) > 0) {
$ownerText = "[" . $arTicket["OWNER_USER_ID"] . "] (" . $arTicket["OWNER_LOGIN"] . ") " . $arTicket["OWNER_NAME"];
//if(strlen(trim($OWNER_SID)) > 0 && $OWNER_SID != "null") $ownerText = " / " . $ownerText;
}
if (intval($arTicket["RESPONSIBLE_USER_ID"]) > 0) {
$responsibleText = "[" . $arTicket["RESPONSIBLE_USER_ID"] . "] (" . $arTicket["RESPONSIBLE_LOGIN"] . ") " . $arTicket["RESPONSIBLE_NAME"];
if (CTicket::IsSupportTeam($arTicket["RESPONSIBLE_USER_ID"]) || CTicket::IsAdmin($arTicket["RESPONSIBLE_USER_ID"])) {
$responsibleText .= " " . GetMessage("SUP_TECHSUPPORT_HINT");
}
}
$arAdminEMails = CTicket::GetAdminEmails();
if (count($arAdminEMails) > 0) {
$support_admin_email = implode(",", $arAdminEMails);
}
// prepare email to author
$arrOwnerEMail = array($arTicket["OWNER_EMAIL"]);
$arrEmails = explode(",", $arTicket["OWNER_SID"]);
if (is_array($arrEmails) && count($arrEmails) > 0) {
foreach ($arrEmails as $email) {
$email = trim($email);
if (strlen($email) > 0) {
preg_match_all("#[<\\[\\(](.*?)[>\\]\\)]#i" . BX_UTF_PCRE_MODIFIER, $email, $arr);
if (is_array($arr[1]) && count($arr[1]) > 0) {
foreach ($arr[1] as $email) {
$email = trim($email);
if (strlen($email) > 0 && !in_array($email, $arrOwnerEMail) && check_email($email)) {
$arrOwnerEMail[] = $email;
}
}
} elseif (!in_array($email, $arrOwnerEMail) && check_email($email)) {
$arrOwnerEMail[] = $email;
}
}
}
}
TrimArr($arrOwnerEMail);
$ownerEmail = implode(", ", $arrOwnerEMail);
// prepare email to support
$support_email = $arTicket["RESPONSIBLE_EMAIL"];
if (strlen($support_email) <= 0) {
$support_email = $support_admin_email;
}
if (strlen($support_email) <= 0) {
$support_email = COption::GetOptionString("main", "email_from", "");
}
$arr = explode(",", $support_email);
$arr = array_unique($arr);
$support_email = implode(",", $arr);
if (is_array($arr) && count($arr) > 0) {
foreach ($arr as $email) {
unset($arAdminEMails[$email]);
}
}
$support_admin_email = implode(",", $arAdminEMails);
$createdModuleName = "";
if ($arTicket["CREATED_MODULE_NAME"] == "support" || !strlen($arTicket["CREATED_MODULE_NAME"])) {
if (intval($arTicket["CREATED_USER_ID"]) > 0) {
$createdText = "[" . $arTicket["CREATED_USER_ID"] . "] (" . $arTicket["CREATED_LOGIN"] . ") " . $arTicket["CREATED_NAME"];
if (CTicket::IsSupportTeam($arTicket["CREATED_USER_ID"]) || CTicket::IsAdmin($arTicket["CREATED_USER_ID"])) {
$createdText .= " " . GetMessage("SUP_TECHSUPPORT_HINT");
}
}
} else {
$createdModuleName = "[" . $arTicket["CREATED_MODULE_NAME"] . "]";
}
$MESSAGE = PrepareTxtForEmail($arMessage["MESSAGE"], $arSite["LANGUAGE_ID"], false, false);
$remainedTime = $arMessage["EXPIRATION_DATE_STMP"] - time();
if ($remainedTime > 0) {
$strRemainedTime = "";
$hours = intval($remainedTime / 3600);
if ($hours > 0) {
$strRemainedTime .= $hours . " " . GetMessage("SUP_HOUR") . " ";
$remainedTime = $remainedTime - $hours * 3600;
}
$strRemainedTime .= intval($remainedTime / 60) . " " . GetMessage("SUP_MIN") . " ";
$strRemainedTime .= $remainedTime % 60 . " " . GetMessage("SUP_SEC");
}
$arFields_notify = array("ID" => $arTicket["ID"], "LANGUAGE_ID" => $arSite["LANGUAGE_ID"], "DATE_CREATE" => $arTicket["DATE_CREATE"], "TITLE" => $arTicket["TITLE"], "STATUS" => $arTicket["STATUS_NAME"], "CATEGORY" => $arTicket["CATEGORY_NAME"], "CRITICALITY" => $arTicket["CRITICALITY_NAME"], "DIFFICULTY" => $arTicket["DIFFICULTY_NAME"], "RATE" => $arTicket["MARK_NAME"], "SLA" => $arTicket["SLA_NAME"], "SOURCE" => $sourceName, "ADMIN_EDIT_URL" => "/bitrix/admin/ticket_edit.php", "EXPIRATION_DATE" => $arMessage["EXPIRATION_DATE"], "REMAINED_TIME" => $strRemainedTime, "OWNER_EMAIL" => TrimEx($ownerEmail, ","), "OWNER_USER_ID" => $arTicket["OWNER_USER_ID"], "OWNER_USER_NAME" => $arTicket["OWNER_NAME"], "OWNER_USER_LOGIN" => $arTicket["OWNER_LOGIN"], "OWNER_USER_EMAIL" => $arTicket["OWNER_EMAIL"], "OWNER_TEXT" => $ownerText, "OWNER_SID" => $arTicket["OWNER_SID"], "SUPPORT_EMAIL" => TrimEx($support_email, ","), "RESPONSIBLE_USER_ID" => $arTicket["RESPONSIBLE_USER_ID"], "RESPONSIBLE_USER_NAME" => $arTicket["RESPONSIBLE_NAME"], "RESPONSIBLE_USER_LOGIN" => $arTicket["RESPONSIBLE_LOGIN"], "RESPONSIBLE_USER_EMAIL" => $arTicket["RESPONSIBLE_EMAIL"], "RESPONSIBLE_TEXT" => $responsibleText, "SUPPORT_ADMIN_EMAIL" => TrimEx($support_admin_email, ","), "CREATED_USER_ID" => $arTicket["CREATED_USER_ID"], "CREATED_USER_LOGIN" => $arTicket["CREATED_LOGIN"], "CREATED_USER_EMAIL" => $arTicket["CREATED_EMAIL"], "CREATED_USER_NAME" => $arTicket["CREATED_NAME"], "CREATED_MODULE_NAME" => $createdModuleName, "CREATED_TEXT" => $createdText, "MESSAGE_BODY" => $MESSAGE);
//$MESS = $oldMess;
$arFields = array("NOTIFY_AGENT_ID" => "null", "IS_NOTIFIED" => "'Y'");
// execute event
$rs = GetModuleEvents('support', 'OnBeforeTicketNotify');
while ($arr = $rs->Fetch()) {
$arFields = ExecuteModuleEventEx($arr, array($arTicket["ID"], $arFields));
if (!$arFields) {
return false;
}
}
// check value again and send notification
if (isset($arFields['IS_NOTIFIED']) && $arFields['IS_NOTIFIED'] === "'Y'") {
CEvent::Send("TICKET_OVERDUE_REMINDER", $arTicket["SITE_ID"], $arFields_notify);
}
// event for notification
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $arTicket["ID"] . "'", $err_mess . __LINE__);
$arFields = array("NOTIFY_AGENT_DONE" => "'Y'");
$DB->Update("b_ticket_message", $arFields, "WHERE ID='" . $arMessage["ID"] . "'", $err_mess . __LINE__);
}
