function create($data)
{
$db = JFactory::getDBO();
$base_data = array('ticket_status_id' => FSS_Ticket_Helper::GetStatusID('def_open'), 'opened' => date("Y-m-d H:i:s"), 'lastupdate' => date("Y-m-d H:i:s"));
foreach ($base_data as $key => $value) {
if (!array_key_exists($key, $data)) {
$data[$key] = $value;
}
}
$keys = array();
$values = array();
foreach ($data as $key => $value) {
$keys[] = $db->escape($key);
$values[] = "'" . $db->escape($value) . "'";
}
$qry = "INSERT INTO #__fss_ticket_ticket (" . implode(", ", $keys) . ") VALUES (" . implode(", ", $values) . ")";
$db->setQuery($qry);
$db->query();
$id = $db->insertid();
$this->load($id, true);
$fields = FSSCF::GetCustomFields($this->id, $this->prod_id, $this->ticket_dept_id);
FSSCF::StoreFields($fields, $this->id);
$this->reference = FSS_Ticket_Helper::createRef($this->id);
$qry = "UPDATE #__fss_ticket_ticket SET reference = '" . $db->escape($this->reference) . "' WHERE id = " . (int) $id;
$db->setQuery($qry);
$db->query();
}
function loadTicketList($userid)
{
$this->tickets = new SupportTickets();
$this->tickets->limitstart = 0;
$this->tickets->limit = 250;
$status_list = FSS_Ticket_Helper::GetStatusIDs("is_closed", true);
// Get all open ticket status
if (count($status_list) < 1) {
$status_list[] = 0;
}
$this->tickets->loadTicketsByQuery(array("t.admin_id = " . $userid, "t.ticket_status_id IN (" . implode(", ", $status_list) . ")"));
}
function init()
{
$user = JFactory::getUser();
$this->userid = $user->get('id');
$this->model = $this->getModel("admin_support");
if (!FSS_Permission::auth("fss.handler", "com_fss.support_admin")) {
return FSS_Admin_Helper::NoPerm();
}
$this->def_open = FSS_Ticket_Helper::GetStatusID('def_open');
$this->ticket_view = FSS_Input::getCmd('tickets', $this->def_open);
$this->count = SupportTickets::getTicketCount();
FSS_Helper::StylesAndJS(array('calendar', 'base64'));
if (Task_Helper::HandleTasks($this)) {
return false;
}
return true;
}
function delete()
{
// load in tickets to do
$ticketid = FSS_Input::getInt('ticketid');
$tickets = FSS_Input::getCmd('tickets');
$def_archive = FSS_Ticket_Helper::GetStatusID('def_archive');
if ($ticketid > 0) {
$ticket = new SupportTicket();
if ($ticket->load($ticketid)) {
$ticket->delete();
}
} else {
if ($tickets != '') {
$tickets = new SupportTickets();
$tickets->limitstart = 0;
$tickets->limit = 100;
$tickets->loadTicketsByStatus($tickets);
foreach ($tickets->tickets as $ticket) {
$ticket->delete();
}
}
}
JFactory::getApplication()->redirect($_SERVER['HTTP_REFERER']);
}
if ($this->merge) {
?>
<?php
include $this->snippet(JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'views' . DS . 'admin_support' . DS . 'snippet' . DS . '_merge_notice.php');
?>
<?php
}
?>
<?php
include $this->snippet(JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'views' . DS . 'admin_support' . DS . 'snippet' . DS . '_search.php');
?>
<?php
$def_archive = FSS_Ticket_Helper::GetStatusID('def_archive');
$closed = FSS_Ticket_Helper::GetClosedStatus();
if (array_key_exists($this->ticket_view, $closed) || $this->ticket_view == "closed") {
?>
<p>
<a class="btn btn-default btn-small" href="<?php
echo FSSRoute::_('index.php?option=com_fss&view=admin_support&task=archive.archive&tickets=' . $this->ticket_view);
?>
" onclick="return confirm('<?php
echo JText::_('ARCHIVE_CONFIRM');
?>
');">
<?php
echo JText::_("ARCHIVE_ALL_CLOSED_TICKETS");
?>
</a>
<?php
static function &getTicketCount($foradmin = true, $current_handler_only = false)
{
$key = 0;
if ($foradmin) {
$key += 1;
}
if ($current_handler_only) {
$key += 2;
}
if (empty(self::$counts)) {
self::$counts = array();
}
if (!array_key_exists($key, self::$counts)) {
$db = JFactory::getDBO();
$query = "SELECT count( * ) AS count, ticket_status_id FROM #__fss_ticket_ticket as t WHERE 1 ";
$query .= " AND " . SupportUsers::getAdminWhere();
if ($foradmin) {
$query .= " AND " . SupportSource::admin_list_sql();
} else {
$query .= " AND " . SupportSource::user_list_sql();
}
if ($current_handler_only) {
$query .= " AND admin_id = " . JFactory::getUser()->id;
}
$query .= " GROUP BY ticket_status_id";
$db->setQuery($query);
$rows = $db->loadAssocList();
$out = array();
FSS_Ticket_Helper::GetStatusList();
foreach (FSS_Ticket_Helper::$status_list as $status) {
$out[$status->id] = 0;
}
if (count($rows) > 0) {
foreach ($rows as $row) {
$out[$row['ticket_status_id']] = $row['count'];
}
}
// work out counts for allopen, closed, all, archived
$archived = FSS_Ticket_Helper::GetStatusID("def_archive");
$out['archived'] = 0;
if (array_key_exists($archived, $out)) {
$out['archived'] = $out[$archived];
}
$allopen = FSS_Ticket_Helper::GetStatusIDs("is_closed", true);
$out['allopen'] = 0;
foreach ($allopen as $id) {
if (array_key_exists($id, $out)) {
$out['allopen'] += $out[$id];
}
}
$allclosed = FSS_Ticket_Helper::GetClosedStatus();
$out['allclosed'] = 0;
foreach ($allclosed as $id) {
if (array_key_exists($id, $out)) {
$out['allclosed'] += $out[$id];
}
}
$all = FSS_Ticket_Helper::GetStatusIDs("def_archive", true);
$out['all'] = 0;
foreach ($all as $id) {
if (array_key_exists($id, $out)) {
$out['all'] += $out[$id];
}
}
self::$counts[$key] = $out;
}
return self::$counts[$key];
}
* @author Freestyle Joomla
* @copyright (C) 2013 Freestyle Joomla
* @license GNU/GPLv3 http://www.gnu.org/licenses/gpl-3.0.html
**/
defined('_JEXEC') or die;
?>
<div class="control-group">
<label class="control-label"><?php
echo JText::_("NEW_STATUS");
?>
</label>
<div class="controls">
<select name="reply_status" class="select-color">
<?php
FSS_Ticket_Helper::GetStatusList();
$def_admin = FSS_Ticket_Helper::GetStatusID('def_admin');
if ($def_admin < 1) {
$def_admin = $this->ticket->ticket_status_id;
}
FSS_Translate_Helper::Tr(FSS_Ticket_Helper::$status_list);
foreach (FSS_Ticket_Helper::$status_list as $status) {
if ($status->def_archive) {
continue;
}
if (!$this->can_Close() && $status->is_closed) {
continue;
}
$sel = $status->id == $def_admin ? "SELECTED" : "";
echo "<option value='{$status->id}' style='color:{$status->color};' {$sel}>{$status->title}</option>";
}
?>
function TestRef()
{
$format = JRequest::getVar('ref');
$ref = FSS_Ticket_Helper::createRef(1234, $format);
echo $ref;
exit;
}
?>
<th><?php
echo JText::_("LAST_UPDATE");
?>
</th>
<td>
<?php
echo FSS_Helper::TicketTime($this->ticket->lastupdate, FSS_DATETIME_MID);
?>
</td>
<?php
FSS_Table::ColEnd();
?>
<?php
$st = FSS_Ticket_Helper::GetStatusByID($this->ticket->ticket_status_id);
if ($st->is_closed && strtotime($this->ticket->closed) > 0) {
FSS_Table::ColStart();
?>
<th><?php
echo JText::_("CLOSED");
?>
</th>
<td>
<?php
echo FSS_Helper::TicketTime($this->ticket->closed, FSS_DATETIME_MID);
?>
</td>
<?php
FSS_Table::ColEnd();
}
if (FSS_Settings::get('glossary_support')) {
require_once JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'helper' . DS . 'glossary.php';
}
if (!FSS_Settings::get('user_hide_all_details')) {
?>
<?php
echo FSS_Helper::PageSubTitle("MESSAGES");
}
?>
<?php
FSS_Helper::HelpText("support_user_view_mes_header");
?>
<?php
$st = FSS_Ticket_Helper::GetStatusByID($this->ticket['sid']);
?>
<?php
if ((!$st->is_closed || FSS_Settings::get('support_user_can_reopen')) && $this->ticket['can_edit'] && $this->ticket['merged'] == 0 && !$this->readonly) {
?>
<p>
<?php
if (FSS_Settings::get('support_actions_as_buttons')) {
?>
<button class="btn btn-default ticketrefresh pull-right" href='<?php
echo FSSRoute::_('&view=ticket&what=messages&ticketid=' . $this->ticket['id']);
// FIX LINK
?>
'>
function saveReply()
{
$this->removeDraft(FSS_Input::getInt('draft'));
// get posted data
$ticketid = FSS_Input::getInt('ticketid');
$reply_type = FSS_Input::getCmd('reply_type');
$user_message = FSS_Input::getBBCode('body');
$handler_message = FSS_Input::getBBCode('body2');
$subject = FSS_Input::getString('subject');
// load ticket
$ticket = new SupportTicket();
if (!$ticket->load($ticketid)) {
exit;
}
// set up some variables
$user_id = JFactory::getUser()->id;
$handler_id = $user_id;
$old_st = $ticket->getStatus();
$action_name = "";
$action_params = array();
$message_id = 0;
$files_private = 0;
// add signatures to messages
if (FSS_Input::getInt('signature')) {
if ($user_message) {
$user_message .= SupportCanned::AppendSig(FSS_Input::getInt('signature'), $ticket);
}
if ($handler_message) {
$handler_message .= SupportCanned::AppendSig(FSS_Input::getInt('signature'), $ticket);
}
}
$extra_time = 0;
$timestart = 0;
$timeend = 0;
if (FSS_Settings::Get('time_tracking') != "") {
if (FSS_Settings::get('time_tracking_type') == 'se') {
$timestart = strtotime("1970-01-01 " . FSS_Input::getString('timetaken_start'));
$timeend = strtotime("1970-01-01 " . FSS_Input::getString('timetaken_end'));
$extra_time = (int) (($timeend - $timestart) / 60);
} elseif (FSS_Settings::get('time_tracking_type') == 'tm') {
$timestart = strtotime(FSS_Input::getString('timetaken_start'));
$timeend = strtotime(FSS_Input::getString('timetaken_end'));
$extra_time = (int) (($timeend - $timestart) / 60);
} else {
$extra_time = (int) (FSS_Input::getInt('timetaken_hours') * 60 + FSS_Input::getInt('timetaken_mins'));
}
}
// different reply types
switch ($reply_type) {
case 'reply':
// post reply to user
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
} elseif ($extra_time > 0) {
// no message, add time if needed
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
// update status
$new_status = FSS_Input::getInt('reply_status');
$ticket->updateStatus($new_status);
// reassign ticket if needed
if (FSS_Settings::get('support_assign_reply') == 1 && FSS_Input::getInt('dontassign') == 0) {
$ticket->assignHandler($handler_id, TICKET_ASSIGN_TOOK_OWNER);
} elseif (FSS_Settings::get('support_autoassign') == 3 && $ticket->admin_id == 0 && FSS_Input::getInt('dontassign') == 0) {
$ticket->assignHandler($handler_id, TICKET_ASSIGN_ASSIGNED);
}
// call SupportActions handler for admin reply
$action_name = "Admin_Reply";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'status' => $new_status);
break;
case 'private':
// add message to ticket
if ($handler_message) {
$message_id = $ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
} else {
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
}
$files_private = 1;
// call support actions for private comment
$action_name = "Admin_Private";
$action_params = array('subject' => $subject, 'handler_message' => $handler_message);
break;
case 'user':
// update user on ticket
$new_user_id = FSS_Input::getInt("user_id");
$ticket->updateUser($new_user_id);
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
} else {
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
$extra_time = 0;
}
}
$action_name = "Admin_ForwardUser";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'user_id' => $new_user_id);
//
break;
case 'product':
$new_handler_id = FSS_Input::getInt('new_handler');
// update product and department
$new_product_id = FSS_Input::getInt("new_product_id");
$new_department_id = FSS_Input::getInt("new_department_id");
$ticket->updateProduct($new_product_id);
$ticket->updateDepartment($new_department_id);
/**
* -2 - Auto Assign
* -1 - Unchanged
* 0 - Unassigned
* X - Hander
**/
if ($new_handler_id == -1) {
//$ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
} else {
if ($new_handler_id == 0) {
$ticket->assignHandler(0, -1);
} else {
if ($new_handler_id > 0) {
$ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
} else {
if ($new_handler_id == -2) {
// auto assign new handler
$admin_id = FSS_Ticket_Helper::AssignHandler($new_product_id, $new_department_id, $ticket->ticket_cat_id, true);
$ticket->assignHandler($admin_id, TICKET_ASSIGN_FORWARD);
}
}
}
}
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($handler_message) {
$ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
$action_name = "Admin_ForwardProduct";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'handler_message' => $handler_message, 'product_id' => $new_product_id, 'department_id' => $new_department_id);
break;
case 'handler':
$new_handler_id = FSS_Input::getInt('new_handler');
if ($new_handler_id == -2) {
// auto assign new handler
$admin_id = FSS_Ticket_Helper::AssignHandler($ticket->prod_id, $ticket->ticket_dept_id, $ticket->ticket_cat_id, true);
$ticket->assignHandler($admin_id, TICKET_ASSIGN_FORWARD);
} else {
if ($new_handler_id != -1) {
$ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
}
}
// update status
$new_status = FSS_Input::getCmd('reply_status');
$ticket->updateStatus($new_status);
if ($user_message) {
$message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($handler_message) {
$ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
$ticket->addTime($extra_time);
$extra_time = 0;
}
if ($extra_time > 0) {
$ticket->addTime($extra_time, "", true, $timestart, $timeend);
}
$action_name = "Admin_ForwardHandler";
$action_params = array('subject' => $subject, 'user_message' => $user_message, 'handler_message' => $handler_message, 'handler_id' => $new_handler_id);
break;
}
// add posted files
$files = $ticket->addFilesFromPost($message_id, -1, $files_private);
$ticket->stripImagesFromMessage($message_id);
$action_params['files'] = $files;
// call action handler
SupportActions::DoAction($action_name, $ticket, $action_params);
// Redirect to new page
$link = FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticket->id, false);
$new_st = $ticket->getStatus();
if ($reply_type == "reply") {
if ($new_st->is_closed && SupportUsers::getSetting("return_on_close")) {
$link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_close"));
} else {
if (SupportUsers::getSetting("return_on_reply")) {
$link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_reply"));
}
}
}
JFactory::getApplication()->redirect($link);
}
function &getTicketCount()
{
$user = JFactory::getUser();
$userid = $user->get('id');
if (empty(self::$ticket_counts)) {
self::$ticket_counts = array();
}
if (array_key_exists($userid, self::$ticket_counts)) {
$this->_counts = self::$ticket_counts[$userid];
return $this->_counts;
}
$uidlist = $this->getUIDS($userid);
$tidlist = $this->getTIDS($userid);
$db = JFactory::getDBO();
$query = "SELECT count( * ) AS count, ticket_status_id FROM #__fss_ticket_ticket WHERE (user_id IN (" . implode(", ", $uidlist) . ") OR id IN ( " . implode(", ", $tidlist) . ")) ";
$query .= " AND " . SupportSource::user_list_sql();
$query .= " GROUP BY ticket_status_id";
$db->setQuery($query);
$rows = $db->loadAssocList();
$out = array();
FSS_Ticket_Helper::GetStatusList();
foreach (FSS_Ticket_Helper::$status_list as $status) {
$out[$status->id] = 0;
}
if (count($rows) > 0) {
foreach ($rows as $row) {
$out[$row['ticket_status_id']] = $row['count'];
}
}
// work out counts for allopen, closed, all, archived
$archived = FSS_Ticket_Helper::GetStatusID("def_archive");
if (array_key_exists($archived, $out)) {
$out['archived'] = $out[$archived];
} else {
$out['archived'] = 0;
}
$allopen = FSS_Ticket_Helper::GetStatusIDs("is_closed", true);
$out['open'] = 0;
foreach ($allopen as $id) {
if (array_key_exists($id, $out)) {
$out['open'] += $out[$id];
}
}
$allclosed = FSS_Ticket_Helper::GetClosedStatus();
$out['closed'] = 0;
foreach ($allclosed as $id) {
if (array_key_exists($id, $out)) {
$out['closed'] += $out[$id];
}
}
$all = FSS_Ticket_Helper::GetStatusIDs("def_archive");
$out['all'] = 0;
foreach ($rows as $row) {
if ($row['ticket_status_id'] != $all) {
$out['all'] += $row['count'];
}
}
$this->_counts = $out;
self::$ticket_counts[$userid] = $out;
return $this->_counts;
}
function merge()
{
$source_id = FSS_Input::getInt('source_id');
$dest_id = FSS_Input::getInt('dest_id');
if ($source_id < 1) {
return $this->cancel();
}
if ($dest_id < 1) {
return $this->cancel();
}
$source = new SupportTicket();
if (!$source->load($source_id)) {
return $this->cancel();
}
$dest = new SupportTicket();
if (!$dest->load($dest_id)) {
return $this->cancel();
}
//print_p($source);
// need to copy messages
$db = JFactory::getDBO();
$sql = "SELECT * FROM #__fss_ticket_messages WHERE ticket_ticket_id = " . $db->escape($source_id);
$db->setQuery($sql);
$messages = $db->loadObjectList();
$msg_map = array();
foreach ($messages as $message) {
$old_id = $message->id;
unset($message->id);
$message->ticket_ticket_id = $dest_id;
$new_id = $this->Insert("#__fss_ticket_messages", $message);
$msg_map[$old_id] = $new_id;
}
// add time
$qry = "UPDATE #__fss_ticket_ticket SET timetaken = timetaken + " . (int) $source->timetaken . " WHERE id = " . $dest_id;
$db->setQuery($qry);
$db->Query();
if ($source->timetaken > 0) {
$qry = "UPDATE #__fss_ticket_ticket SET timetaken = 0 WHERE id = " . $source_id;
$db->setQuery($qry);
$db->Query();
$source->addAuditNote("Time taken cleared as merged with another ticket");
}
// copy files
$sql = "SELECT * FROM #__fss_ticket_attach WHERE ticket_ticket_id = " . $db->escape($source_id);
$db->setQuery($sql);
$attachments = $db->loadObjectList();
foreach ($attachments as $attachment) {
unset($attachment->id);
$attachment->ticket_ticket_id = $dest_id;
// change id to that of new message
if (array_key_exists($attachment->message_id, $msg_map)) {
$attachment->message_id = $msg_map[$attachment->message_id];
}
$new_id = $this->Insert("#__fss_ticket_attach", $attachment);
}
// add audit messages to both
$source->addAuditNote("Ticket merged into another ticket then closed. Dest Ticket: " . $dest->reference . " - " . $dest->title);
$dest->addAuditNote("Ticket merged into this one. Merged Ticket: " . $source->reference . " - " . $source->title);
// close source ticket
$closed = FSS_Ticket_Helper::GetStatusID('def_closed');
// add merge tag to source ticket
$now = FSS_Helper::CurDate();
$qry = "UPDATE #__fss_ticket_ticket SET merged = " . (int) $dest_id . ", ticket_status_id = " . (int) $closed . ", lastupdate = '{$now}', closed = '{$now}' WHERE id = " . (int) $source_id;
$db->setQuery($qry);
$db->Query();
// redirect to new ticket
// TODO:
/*
Need to copy cc information on the ticket
*/
$session = JFactory::getSession();
$session->clear('merge');
$session->clear('merge_ticket_id');
?>
<script>
window.location = '<?php
echo FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $dest_id, false);
?>
';
</script>
<?php
exit;
}
function DoTicketReply($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 setupParserView()
{
$this->parser->SetVar('view', $this->ticket_view);
$this->cst = FSS_Ticket_Helper::GetStatusByID($this->ticket_view);
if ($this->cst) {
if ($this->cst->is_closed) {
$this->parser->SetVar('view', 'closed');
}
if ($this->cst->def_archive) {
$this->parser->SetVar('view', 'archived');
}
}
// set up merge
// if we are merging, then need to display a message at top of list about whats going on, with a cancel button
if ($this->merge) {
$this->parser->SetVar('merge', 1);
}
}
function OutputHeader()
{
if (empty($this->parser)) {
$this->parser = new FSSParser();
}
if (empty($this->db_time)) {
$this->getDBTime();
}
$this->getCustomFields();
/*if ($this->layoutpreview)
{
$this->parser->Load('preview',1);
} else {*/
$this->parser->Load(FSS_Settings::get('support_user_template'), 1);
//}
$this->parser->multiuser = $this->multiuser;
/*$this->parser->ticket_view = $this->ticket_view;
$this->parser->customfields = $this->customfields;*/
FSSParserTicket::forUser($this->parser, null);
//$this->parser->ParserPopulateUserTicket($this->parser,null);
$this->cst = FSS_Ticket_Helper::GetStatusByID($this->ticket_view);
if ($this->cst) {
if ($this->cst->is_closed) {
$this->parser->SetVar('view', 'closed');
}
if ($this->cst->def_archive) {
$this->parser->SetVar('view', 'archived');
}
}
echo $this->parser->Parse();
}
static function GetClosedStatus()
{
FSS_Ticket_Helper::GetStatusList();
$ids = array();
foreach (FSS_Ticket_Helper::$status_list as $status) {
if ($status->is_closed && !$status->def_archive) {
$ids[(int) $status->id] = (int) $status->id;
}
}
if (count($ids) == 0) {
$ids[] = 0;
}
return $ids;
}
function Execute($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 loadPDC()
{
$this->products = SupportHelper::getProducts();
$this->departments = SupportHelper::getDepartments();
$this->categories = SupportHelper::getCategories();
$prods = array();
$prods[] = JHTML::_('select.option', '0', JText::_("SELECT_PRODUCT"), 'id', 'title');
$prods = array_merge($prods, $this->products);
$this->products_select = JHTML::_('select.genericlist', $prods, 'prodid', 'class="input-medium" size="1" onchange="document.mainform.submit( );"', 'id', 'title', $this->prodid);
$depts = array();
$depts[] = JHTML::_('select.option', '0', JText::_("SELECT_DEPARTMENT"), 'id', 'title');
$depts = array_merge($depts, $this->departments);
$this->departments_select = JHTML::_('select.genericlist', $depts, 'deptid', 'class="input-medium" size="1" onchange="document.mainform.submit( );"', 'id', 'title', $this->deptid);
$cats = array();
$cats[] = JHTML::_('select.option', '0', JText::_("SELECT_CATEGORY"), 'id', 'title');
$cats = array_merge($cats, $this->categories);
$this->categories_select = JHTML::_('select.genericlist', $cats, 'catid', 'class="input-medium" size="1" onchange="document.mainform.submit( );"', 'id', 'title', $this->catid);
$modes = array();
$modes[] = JHTML::_('select.option', '0', JText::_("VIEW_TICKETS"), 'id', 'title');
$modes[] = JHTML::_('select.option', '1', JText::_("ASSIGN_TICKETS"), 'id', 'title');
$this->mode_select = JHTML::_('select.genericlist', $modes, 'mode', 'class="input-medium" size="1" onchange="document.mainform.submit( );"', 'id', 'title', $this->mode);
$this->statuss = SupportHelper::getStatuss();
FSS_Translate_Helper::Tr($this->statuss);
$this->status_select = JHTML::_('select.genericlist', $this->statuss, 'status', 'class="input-medium hide" size="1" onchange="document.mainform.submit( );" id="cur_status"', 'id', 'title', $this->status);
$this->status_obj = FSS_Ticket_Helper::GetStatusByID($this->status);
FSS_Translate_Helper::TrSingle($this->status_obj);
}
">
<a href='<?php
echo strpos($tab->link, 'index.php') === FALSE ? $tab->link : FSSRoute::_($tab->link);
?>
'>
<?php
echo $tab->tabname;
?>
</a>
</li>
<?php
}
?>
<?php
$nottabs = FSS_Ticket_Helper::GetStatuss("own_tab", true);
FSS_Translate_Helper::Tr($nottabs);
$showother = count($nottabs) > 0;
if ($showother || !FSS_Settings::get('support_tabs_allopen') || !FSS_Settings::get('support_tabs_allclosed') || !FSS_Settings::get('support_tabs_all')) {
?>
<!-- <li class="dropdown">
<a class="dropdown-toggle" data-toggle="dropdown" href="#" onclick="return false;">
<?php
echo JText::_('OTHER');
?>
<b class="caret bottom-up"></b>
</a>
<ul class="dropdown-menu bottom-up pull-left">
<?php
* @copyright (C) 2013 Freestyle Joomla
* @license GNU/GPLv3 http://www.gnu.org/licenses/gpl-3.0.html
**/
defined('_JEXEC') or die;
require_once JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'helper' . DS . 'translate.php';
require_once JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'helper' . DS . 'support_tickets.php';
require_once JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'helper' . DS . 'support_source.php';
?>
<?php
echo FSS_Helper::PageSubTitle("<a href='" . FSSRoute::_('index.php?option=com_fss&view=admin_support') . "'><img src='" . JURI::root(true) . "/components/com_fss/assets/images/support/support_24.png'> " . JText::_("SUPPORT_TICKETS") . "</a>", false);
?>
<ul>
<?php
FSS_Ticket_Helper::GetStatusList();
$counts = SupportTickets::getTicketCount();
FSS_Translate_Helper::Tr(FSS_Ticket_Helper::$status_list);
foreach (FSS_Ticket_Helper::$status_list as $status) {
if ($status->def_archive) {
continue;
}
if ($status->is_closed) {
continue;
}
if (!array_key_exists($status->id, $counts)) {
continue;
}
if ($counts[$status->id] < 1) {
continue;
}
static function getUserTicketCounts($userid, $email)
{
$db = JFactory::getDBO();
if ($userid) {
$qry = "SELECT count(*) as cnt, ticket_status_id FROM #__fss_ticket_ticket WHERE user_id = '" . FSSJ3Helper::getEscaped($db, $userid) . "' GROUP BY ticket_status_id";
} else {
$qry = "SELECT count(*) as cnt, ticket_status_id FROM #__fss_ticket_ticket WHERE email = '" . FSSJ3Helper::getEscaped($db, $email) . "' GROUP BY ticket_status_id";
}
$db->setQuery($qry);
$rows = $db->loadObjectList();
$out = array();
FSS_Ticket_Helper::GetStatusList();
$out['total'] = 0;
if (count($rows) > 0) {
foreach ($rows as $row) {
$out[$row->ticket_status_id] = $row->cnt;
$out['total'] += $row->cnt;
}
}
return $out;
}
