function out()
{
$current_user = JFactory::getUser()->id;
$manager = FSS_Permission::auth("fss.ticket_admin.ooo", "com_fss.support_admin", JFactory::getUser()->id);
$user_id = FSS_Input::getInt('user_id');
if (!$manager && $current_user != $user_id) {
return $this->cancel();
}
// update the current users setting
$values = SupportUsers::getAllSettings($user_id);
$values->out_of_office = 1;
SupportUsers::updateUserSettings($values, $user_id);
$assign = FSS_Input::getCmd('assign');
$handler = FSS_Input::getInt('handler');
$body = FSS_Input::getHTML('body');
if ($assign == "auto" || $assign == "handler") {
$this->loadTicketList($user_id);
foreach ($this->tickets->tickets as $ticket) {
if ($assign == "auto") {
$handler = FSS_Ticket_Helper::AssignHandler($ticket->prod_id, $ticket->ticket_dept_id, $ticket->ticket_cat_id, true);
}
if ($assign == "unassigned") {
$handler = 0;
}
$ticket->assignHandler($handler);
if ($body) {
$ticket->addMessage($body, "", $user_id, TICKET_MESSAGE_PRIVATE);
FSS_EMail::Admin_Forward($ticket, $ticket->title, $body);
}
}
}
JFactory::getApplication()->redirect(FSSRoute::_("index.php?option=com_fss&view=admin_support&layout=listhandlers", false));
}
function resend_all_passwords()
{
$this->loadTicket();
$email = $this->ticket->email;
$tickets = new SupportTickets();
$tickets->limitstart = 0;
$tickets->limit = 500;
$tickets->loadTicketsByQuery(array("t.email = '{$email}'"), "lastupdate DESC");
FSS_EMail::User_Unreg_Passwords($tickets->tickets);
$link = FSSRoute::_("index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=" . $this->ticket->id, false);
JFactory::getApplication()->redirect($link, JText::_("PASSWORDS_FOR_ALL_THIS_USERS_TICKETS_HAVE_BEEN_SENT"));
return false;
}
function Unreg_Passlist()
{
$email = FSS_Input::getEMail('email');
if ($email == "") {
$email = FSS_Input::getEMail('reference');
}
$tickets = new SupportTickets();
$tickets->limitstart = 0;
$tickets->limit = 500;
$tickets->loadTicketsByQuery(array("t.email = '{$email}'"), "lastupdate DESC");
if ($tickets->ticket_count > 0) {
FSS_EMail::User_Unreg_Passwords($tickets->tickets);
$link = FSSRoute::_("index.php?option=com_fss&view=ticket", false);
JFactory::getApplication()->redirect($link, JText::sprintf("A_LIST_OF_YOUR_TICKETS_AND_PASSWORDS_HAS_BEEN_SENT_TO_YOU", $email));
} else {
$link = FSSRoute::_("index.php?option=com_fss&view=ticket", false);
JFactory::getApplication()->redirect($link, JText::sprintf("UNABLE_TO_FIND_ANY_TICKETS_FOR_EMAIL", $email));
}
}
static function &ParseTemplate($template, &$ticket, $subject, $body, $ishtml, $foruser = false)
{
$handler = self::GetHandler($ticket['admin_id'], $template['tmpl']);
$custrec = self::GetUser($ticket['user_id']);
$subject = trim(str_ireplace("re:", "", $subject));
$vars[] = self::BuildVar('subject', $subject);
$body = FSS_Helper::ParseBBCode($body, null, false, false, $foruser);
$body = str_replace("<", "XXXLTXXX", $body);
$body = str_replace(">", "XXXGTXXX", $body);
$vars[] = self::BuildVar('body', $body);
$vars[] = self::BuildVar('reference', $ticket['reference']);
$vars[] = self::BuildVar('password', $ticket['password']);
foreach (self::$extra_vars as $key => $value) {
$vars[] = self::BuildVar($key, $value);
}
if ($ticket['user_id'] == 0) {
$vars[] = self::BuildVar('user_name', $ticket['unregname']);
$vars[] = self::BuildVar('user_username', JText::_("UNREGISTERED"));
$vars[] = self::BuildVar('user_email', $ticket['email']);
} else {
$vars[] = self::BuildVar('user_name', $custrec['name']);
$vars[] = self::BuildVar('user_username', $custrec['username']);
$vars[] = self::BuildVar('user_email', $custrec['email']);
}
$vars[] = self::BuildVar('handler_name', $handler['name']);
$vars[] = self::BuildVar('handler_username', $handler['username']);
$vars[] = self::BuildVar('handler_email', $handler['email']);
$vars[] = self::BuildVar('ticket_id', $ticket['id']);
if ($foruser) {
$statuss = SupportHelper::getStatuss(false);
$status = $statuss[$ticket['ticket_status_id']];
if ($status->combine_with > 0) {
$status = $statuss[$status->combine_with];
}
FSS_Translate_Helper::TrO($status);
$text = $status->title;
if ($status->userdisp) {
$text = $status->userdisp;
}
$vars[] = self::BuildVar('status', $text);
} else {
$vars[] = self::BuildVar('status', self::GetStatus($ticket['ticket_status_id']));
}
$vars[] = self::BuildVar('priority', self::GetPriority($ticket['ticket_pri_id']));
$vars[] = self::BuildVar('category', self::GetCategory($ticket['ticket_cat_id']));
$vars[] = self::BuildVar('department', self::GetDepartment($ticket['ticket_dept_id']));
$vars[] = self::BuildVar('department_desc', strip_tags(self::GetDepartment($ticket['ticket_dept_id'], 'description')));
$vars[] = self::BuildVar('department_desc_html', self::GetDepartment($ticket['ticket_dept_id'], 'description'));
$vars[] = self::BuildVar('product', self::GetProduct($ticket['prod_id']));
$vars[] = self::BuildVar('product_desc', strip_tags(self::GetProduct($ticket['prod_id'], 'description')));
$vars[] = self::BuildVar('product_desc_html', self::GetProduct($ticket['prod_id'], 'description'));
if (strpos($template['body'], "{messagehistory}") > 0) {
$messages = self::GetMessageHist($ticket['id']);
$text = self::ParseMessageRows($messages, $ishtml, $foruser);
$vars[] = self::BuildVar('messagehistory', $text);
}
$uri = JURI::getInstance();
$baseUrl = FSS_Settings::get('support_email_no_domain') ? "" : $uri->toString(array('scheme', 'host', 'port'));
if (in_array(FSS_Settings::get('support_unreg_type'), array(0, 1))) {
$vars[] = self::BuildVar('haspassword', 1);
} else {
$vars[] = self::BuildVar('haspassword', 0);
}
// choose which user link to generate
if ($ticket['user_id'] < 1) {
// unregistered user
$url = 'index.php?option=com_fss&t=' . $ticket['id'] . "&p=" . $ticket['password'];
if (FSS_Settings::get('support_email_link_unreg') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_unreg');
}
$vars[] = self::BuildVar('ticket_link', $baseUrl . JRoute::_($url, false));
} else {
// registered user
$url = 'index.php?option=com_fss&view=ticket&layout=view&ticketid=' . $ticket['id'];
if (FSS_Settings::get('support_email_include_autologin')) {
$url .= "&login={login_code}";
}
if (FSS_Settings::get('support_email_link_reg') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_reg');
}
$vars[] = self::BuildVar('ticket_link', $baseUrl . JRoute::_($url, false));
}
// ticket admin link
$url = 'index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticket['id'];
if (FSS_Settings::get('support_email_link_admin') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_admin');
}
$vars[] = self::BuildVar('admin_link', $baseUrl . JRoute::_($url, false));
// email pending link
$url = 'index.php?option=com_fss&view=admin_support&layout=emails';
if (FSS_Settings::get('support_email_link_pending') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_pending');
}
$vars[] = self::BuildVar('email_pending_link', $baseUrl . JRoute::_($url, false));
$vars[] = self::BuildVar('websitetitle', FSS_Helper::getSiteName());
// need to add the tickets custom fields to the output here
$fields = FSSCF::GetAllCustomFields(true);
$values = FSSCF::GetTicketValues($ticket['id'], $ticket);
foreach ($fields as $fid => &$field) {
$name = "custom_" . $fid;
$value = "";
if (array_key_exists($fid, $values)) {
$value = (string) $values[$fid]['value'];
}
$fieldvalues = array();
$fieldvalues[0]['field_id'] = $fid;
$fieldvalues[0]['value'] = $value;
// only do area output processing if we are in html mode
if ($field['type'] != "area" || $ishtml) {
$newvalue = FSSCF::FieldOutput($field, $fieldvalues, '');
if ($newvalue) {
$value = $newvalue;
}
}
$vars[] = self::BuildVar($name, $value);
$vars[] = self::BuildVar("custom_" . $field['alias'], $value);
}
$email['subject'] = self::ParseText($template['subject'], $vars);
$email['body'] = self::ParseText($template['body'], $vars);
self::$last_vars = $vars;
if ($template['ishtml']) {
$email['body'] = FSS_Helper::MaxLineLength($email['body']);
} else {
$email['body'] = str_replace("<br />", "\n", $email['body']);
$email['body'] = html_entity_decode($email['body']);
$email['body'] = preg_replace_callback("/(&#[0-9]+;)/", array("FSS_Helper", "email_decode_utf8"), $email['body']);
$email['body'] = strip_tags($email['body']);
}
$email['body'] = str_replace("XXXLTXXX", "<", $email['body']);
$email['body'] = str_replace("XXXGTXXX", ">", $email['body']);
return $email;
}
function DoPost()
{
$this->post['name'] = FSS_Input::getString('name', '');
$this->post['email'] = FSS_Input::getEMail('email', '');
$this->post['website'] = FSS_Input::getURL('website', '');
$this->post['body'] = FSS_Input::getString('body', '');
$this->post['itemid'] = FSS_Input::getInt('itemid', 0);
$this->post['ident'] = FSS_Input::getInt('ident', 0);
$published = 1;
if ($this->moderate) {
$published = 0;
}
$captcha = new FSS_Captcha();
$this->valid = 1;
if ($this->post['name'] == "") {
$this->errors['name'] = JText::_("YOU_MUST_ENTER_A_NAME");
$this->valid = 0;
}
if ($this->use_email && $this->post['email'] != "" && !JMailHelper::isEmailAddress($this->post['email'])) {
$this->errors['email'] = JText::_("INVALID_EMAIL_ADDRESS_ENTERED");
$this->valid = 0;
}
if ($this->use_website && $this->post['website'] != "" && 0) {
$this->errors['website'] = JText::_("INVALID_WEBSITE_ADDRESS_ENTERED");
$this->valid = 0;
}
if ($this->post['body'] == "") {
$this->errors['body'] = JText::_("YOU_MUST_ENTER_A_COMMENT_TO_POST");
$this->valid = 0;
}
if ($this->handler->item_select_must_have) {
if ($this->post['itemid'] == 0) {
$this->errors['itemid'] = JText::_("YOU_MUST_SELECT_A") . $this->handler->email_article_type;
$this->valid = 0;
}
}
if (!$captcha->ValidateCaptcha()) {
$this->errors['captcha'] = JText::_("INVALID_SECURITY_CODE");
$this->valid = 0;
}
if (!FSSCF::ValidateFields($this->customfields, $this->errors)) {
$this->valid = 0;
}
$output['valid'] = $this->valid;
if ($this->valid == 1) {
$db = JFactory::getDBO();
$user = JFactory::getUser();
$userid = $user->id;
$custom = FSSCF::Comm_StoreFields($this->customfields);
$custom = serialize($custom);
$now = FSS_Helper::CurDate();
$qry = "INSERT INTO " . $this->table . " (ident, itemid, name, email, website, body, published, created, userid, custom) VALUES (";
$qry .= $this->post['ident'];
$qry .= " , " . $this->post['itemid'];
$qry .= " , '" . FSSJ3Helper::getEscaped($db, $this->post['name']);
$qry .= "' , '" . FSSJ3Helper::getEscaped($db, $this->post['email']);
$qry .= "' , '" . FSSJ3Helper::getEscaped($db, $this->post['website']);
$qry .= "' , '" . FSSJ3Helper::getEscaped($db, $this->post['body']);
$qry .= "' , {$published}, '{$now}', '" . FSSJ3Helper::getEscaped($db, $userid) . "', '" . FSSJ3Helper::getEscaped($db, $custom) . "' )";
$db->SetQuery($qry);
$db->Query();
$this->comment = $this->post;
$this->comment['id'] = $db->insertid();
$this->comment['ident'] = $this->post['ident'];
foreach ($this->customfields as $id => $field) {
$this->comment["custom_{$id}"] = FSS_Input::getString("custom_{$id}", "");
JRequest::setVar("custom_{$id}", '');
}
FSS_EMail::Send_Comment($this);
//print_r($output);
//exit();
//ob_clean();
//print_p($this);
if ($this->moderate) {
$this->comment['published'] = 0;
include $this->tmplpath . DS . 'moderate.php';
} else {
if ($this->opt_show_posted_message_only) {
$this->comment['published'] = 0;
include $this->tmplpath . DS . 'thanks.php';
} else {
$this->comment['published'] = 1;
include $this->tmplpath . DS . 'thanks.php';
include $this->tmplpath . DS . 'comment.php';
}
}
$output['comment'] = ob_get_contents();
if ($this->opt_display) {
if ($this->opt_order == 0) {
$output['display'] = 'before';
} else {
$output['display'] = 'after';
}
} else {
$output['display'] = 'none';
}
if ($this->opt_show_posted_message_only) {
$output['display'] = "replace";
}
$this->post['name'] = $this->GetName();
$this->post['email'] = '';
$this->post['website'] = '';
$this->post['body'] = '';
$this->post['created'] = 'now';
if ($this->opt_show_form_after_post) {
ob_clean();
$this->captcha = $captcha->GetCaptcha();
include $this->tmplpath . DS . 'addcomment.php';
$output['form'] = ob_get_contents();
$output['form_display'] = "replace";
} else {
$output['form'] = '';
$output['form_display'] = "";
if ($this->opt_form_clear_comment) {
$output['form_display'] = "clear_comment";
}
}
ob_clean();
echo json_encode($output);
exit;
} else {
$output['display'] = 'none';
$output['form_display'] = "replace";
ob_clean();
$this->comment = $this->post;
include $this->tmplpath . DS . 'comment.php';
$output['comment'] = ob_get_contents();
ob_clean();
$this->captcha = $captcha->GetCaptcha();
include $this->tmplpath . DS . 'addcomment.php';
$output['form'] = ob_get_contents();
ob_clean();
echo json_encode($output);
exit;
}
return true;
}
function User_Reply($ticket, $params)
{
if ($params['user_message']) {
FSS_EMail::User_Reply($ticket, $params['subject'], $params['user_message'], $params['files']);
}
}
function Execute($aparams)
{
$debug = 0;
$this->Log("Auto closing tickets");
$db = JFactory::getDBO();
$can_close = FSS_Ticket_Helper::GetStatusIDs('can_autoclose');
$def_close = FSS_Ticket_Helper::GetStatusID('def_closed');
if ($debug) {
$this->Log("Can Close : " . implode(", ", $can_close));
}
if ($debug) {
$this->Log("Close To : " . $def_close);
}
$now = FSS_Helper::CurDate();
// if no audit log to be created, then can just close all tickets in a single query, this is quicker!
if (!$aparams['addaudit'] && !$aparams['emailuser']) {
if ($debug) {
echo "No audit required, just closing<br>";
}
$qry = "UPDATE #__fss_ticket_ticket SET closed = '{$now}', ticket_status_id = {$def_close} WHERE DATE_ADD(`lastupdate` ,INTERVAL " . FSSJ3Helper::getEscaped($db, $aparams['closeinterval']) . " DAY) < '{$now}' AND ticket_status_id IN (" . implode(", ", $can_close) . ")";
$db->setQuery($qry);
$db->Query();
// UNCOMMENT
$rows = $db->getAffectedRows();
if ($debug) {
$this->Log($qry);
}
// COMMENT
$this->Log("Auto closed {$rows} tickets");
return;
}
$qry = "SELECT * FROM #__fss_ticket_ticket WHERE DATE_ADD(`lastupdate` ,INTERVAL " . FSSJ3Helper::getEscaped($db, $aparams['closeinterval']) . " DAY) < '{$now}' AND ticket_status_id IN (" . implode(", ", $can_close) . ")";
$db->setQuery($qry);
if ($debug) {
$this->Log($qry);
}
$rows = $db->loadAssocList();
$this->Log("Found " . count($rows) . " tickets to close");
if (count($rows) == 0) {
return;
}
$ids = array();
$auditrows = array();
foreach ($rows as $row) {
$ids[] = FSSJ3Helper::getEscaped($db, $row['id']);
if ($aparams['addaudit']) {
// add audit log to the ticket
$auditqry[] = "(" . FSSJ3Helper::getEscaped($db, $row['id']) . ", 'Audit Message', 'Ticket auto-closed after " . FSSJ3Helper::getEscaped($db, $aparams['closeinterval']) . " days of inactivity', 0, 3, '{$now}')";
}
if ($aparams['emailuser']) {
FSS_EMail::Admin_AutoClose($row);
}
}
if ($aparams['addaudit']) {
$qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, admin, posted) VALUES \n";
$qry .= implode(",\n ", $auditqry);
if ($debug) {
$this->Log("Saving Audit Messages");
}
if ($debug) {
$this->Log($qry);
}
$db->setQuery($qry);
$db->Query();
}
$qry = "UPDATE #__fss_ticket_ticket SET closed = '{$now}', ticket_status_id = {$def_close} WHERE id IN (" . implode(", ", $ids) . ")";
if ($debug) {
$this->Log("Closing Tickets");
}
if ($debug) {
$this->Log($qry);
}
$db->setQuery($qry);
$db->Query();
$this->Log("Closed " . count($rows) . " tickets");
/*echo "<pre style='background-color:white;'>";
echo $qry;
echo "</pre>";*/
}
function DoTicketReply($ticketid, $userid, $isadmin, &$messageid)
{
$db = JFactory::getDBO();
$subject = $this->subject;
$body = $this->plainmsg;
$now = FSS_Helper::CurDate();
if ($body) {
$qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, admin, posted) VALUES ('";
$qry .= FSSJ3Helper::getEscaped($db, $ticketid) . "','" . FSSJ3Helper::getEscaped($db, $subject) . "','" . FSSJ3Helper::getEscaped($db, $body) . "','" . FSSJ3Helper::getEscaped($db, $userid) . "', '" . FSSJ3Helper::getEscaped($db, $isadmin) . "', '{$now}')";
$db->setQuery($qry);
$db->Query();
$messageid = $db->insertid();
$qry = "SELECT ticket_status_id FROM #__fss_ticket_ticket WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'";
$db->setQuery($qry);
$status = $db->loadAssoc();
if ($isadmin) {
$newstatus = FSS_Ticket_Helper::GetStatusID('def_admin');
} else {
$newstatus = FSS_Ticket_Helper::GetStatusID('def_user');
}
if ($newstatus > 0) {
$qry = "UPDATE #__fss_ticket_ticket SET ticket_status_id = '" . FSSJ3Helper::getEscaped($db, $newstatus) . "', closed = NULL WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'";
} else {
$qry = "UPDATE #__fss_ticket_ticket SET closed = NULL WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'";
}
$db->setQuery($qry);
$db->Query();
if ($newstatus > 0) {
$oldstatus = $this->GetStatus($status['ticket_status_id']);
$newstatus = $this->GetStatus($newstatus);
$this->AddTicketAuditNote($ticketid, "Status changed from '" . $oldstatus['title'] . "' to '" . $newstatus['title'] . "'", $userid);
}
}
$qry = "UPDATE #__fss_ticket_ticket SET lastupdate = '{$now}' WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'";
$db->setQuery($qry);
$db->Query();
$ticket = $this->getTicket($ticketid);
if ($isadmin) {
FSS_EMail::Admin_Reply($ticket, $subject, $body, array());
} else {
FSS_EMail::User_Reply($ticket, $subject, $body, array());
}
}
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;
}
