function Log($_action, $_operatorId, $_newValue, $_oldValue = "", $_messageId = "") { DBManager::Execute(true, "INSERT IGNORE INTO `" . DB_PREFIX . DATABASE_TICKET_LOGS . "` (`created`,`time`,`ticket_id`,`operator_id`,`action`,`value_old`,`value_new`,`message_id`) VALUES ('" . DBManager::RealEscape($time = SystemTime::GetUniqueMessageTime(DATABASE_TICKET_LOGS, "time")) . "','" . $time . "','" . DBManager::RealEscape($this->Id) . "', '" . DBManager::RealEscape($_operatorId) . "', '" . DBManager::RealEscape($_action) . "', '" . DBManager::RealEscape($_oldValue) . "', '" . DBManager::RealEscape($_newValue) . "', '" . DBManager::RealEscape($_messageId) . "');"); }
function processTicketActions($count = 0) { $temporaryIds = array(); $updateRequiredTickets = $updateRequiredEmails = false; while (isset($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vc"])) { $type = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vc"]; if ($type == "SetTicketStatus") { $Ticket = new Ticket(); $Ticket->Id = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"]; if ($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]) { $Ticket->Log(0, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]); } if (!empty($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"]) && $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]) { $Ticket->Log(2, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]); } if ($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]) { $Ticket->Log(3, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]); } $TicketEditor = new TicketEditor($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"]); if (!empty($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"])) { $TicketEditor->Editor = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"]; } $TicketEditor->Status = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]; $TicketEditor->GroupId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]; $TicketEditor->Save(); if ($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]) { $Ticket->SetGroup($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]); } $Ticket->Editor = $TicketEditor; $Ticket->LoadMessages(); $time = SystemTime::GetUniqueMessageTime(DATABASE_TICKETS, "last_update"); $Ticket->SetLastUpdate($time); $updateRequiredTickets = true; } else { if ($type == "AddTicketEditorReply") { $Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]); $Ticket->Load(false, false); $Ticket->Group = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]; $Ticket->Messages[0]->Id = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_7"]; $Ticket->Messages[0]->ChannelId = getId(32); $Ticket->Messages[0]->Hash = $Ticket->GetHash(false); $Ticket->Messages[0]->SenderUserId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"]; $Ticket->Messages[0]->Type = 1; $Ticket->Messages[0]->Email = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]; $Ticket->Messages[0]->Text = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]; if ($Ticket->CreationType >= 6 && !empty($Ticket->ChannelId)) { $twchannel = SocialMediaChannel::GetChannelById($Ticket->ChannelId); if ($Ticket->CreationType == 7 && $twchannel->StreamType == 1) { $Ticket->Messages[0]->Text = $twchannel->AddScreenName($Ticket->Messages[0]->Text, $Ticket->Messages[0]->Email); } else { if ($Ticket->CreationType == 6) { $Ticket->Messages[0]->Email = $twchannel->PageId; } } } $Ticket->Messages[0]->Subject = cutString($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_5"], 255, false); $Ticket->Messages[0]->Save($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"], time()); $acount = 8; while (isset($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $acount])) { $Ticket->Messages[0]->ApplyAttachment($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $acount++]); } $Ticket->SendEditorReply($Ticket->Messages[0]->Id, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_6"]); if (!empty(Server::$Configuration->File["gl_ctor"])) { $Ticket->LoadStatus(); $Ticket->Editor->Status = TICKET_STATUS_CLOSED; $Ticket->Editor->Save(); } $Ticket->SetLastUpdate(time()); $updateRequiredTickets = true; } else { if ($type == "SetTicketLanguage") { $Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]); $Ticket->SetLanguage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]); $Ticket->Log(1, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]); $Ticket->SetLastUpdate(time()); $updateRequiredTickets = true; } else { if ($type == "DeleteTicketFromServer") { $Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], ""); $Ticket->Destroy(); $Ticket->Log(7, CALLER_SYSTEM_ID, 0, 1); $Ticket->SetLastUpdate(time()); $updateRequiredTickets = true; } else { if ($type == "AddComment") { $Ticket = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], ""); $Ticket->AddComment(CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]); $Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"], ""); $Ticket->SetLastUpdate(time()); $updateRequiredTickets = true; } else { if ($type == "LinkChat") { if (!empty($temporaryIds[$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]])) { $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"] = $temporaryIds[$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]]; } $Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], ""); $Ticket->LinkChat($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], getId(32)); $Ticket->Log(5, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]); $Ticket->SetLastUpdate(time()); $updateRequiredTickets = true; } else { if ($type == "LinkTicket") { $Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], ""); $TicketSub = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], ""); $counts[$Ticket->Id] = Ticket::GetMessageCount($Ticket->Id); $counts[$TicketSub->Id] = Ticket::GetMessageCount($TicketSub->Id); if ($counts[$Ticket->Id] > $counts[$TicketSub->Id]) { $Ticket->LinkTicket($TicketSub->Id, getId(32)); } else { $TicketSub->LinkTicket($Ticket->Id, getId(32)); } $Ticket->SetLastUpdate(time()); $updateRequiredTickets = true; } else { if ($type == "EditMessage") { $ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], ""); $ticket->LoadStatus(); $message = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], ""); $message->Load(); $message->ChangeValue($ticket, 10, CALLER_SYSTEM_ID, $message->Fullname, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]); $message->ChangeValue($ticket, 11, CALLER_SYSTEM_ID, $message->Email, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]); $message->ChangeValue($ticket, 12, CALLER_SYSTEM_ID, $message->Company, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]); $message->ChangeValue($ticket, 13, CALLER_SYSTEM_ID, $message->Phone, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_5"]); $message->ChangeValue($ticket, 14, CALLER_SYSTEM_ID, $message->Subject, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_6"]); $message->ChangeValue($ticket, 15, CALLER_SYSTEM_ID, $message->Text, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_7"]); $message->ApplyCustomFromPost($count, true, $ticket, CALLER_SYSTEM_ID); $message->Save($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], true); $ticket->SetLastUpdate(time(), false); $updateRequiredTickets = true; if ($ticket->Editor != null) { $ticket->Editor->Save(); } } else { if ($type == "CreateTicket") { $Ticket = new Ticket(CacheManager::GetObjectId("ticket_id", DATABASE_TICKETS), ""); $temporaryIds[$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_11"]] = $Ticket->Id; $Ticket->Messages[0]->Id = $Ticket->Id; $Ticket->Messages[0]->ChannelId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]; $Ticket->CreationType = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]; $Ticket->Group = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_6"]; $Ticket->Language = strtoupper(trim($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_10"])); $Ticket->Messages[0]->Fullname = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]; $Ticket->Messages[0]->Email = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]; $Ticket->Messages[0]->Text = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]; $Ticket->Messages[0]->Company = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_7"]; $Ticket->Messages[0]->Phone = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_8"]; $Ticket->Messages[0]->Type = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_9"]; $Ticket->Messages[0]->Subject = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_15"]; $Ticket->Messages[0]->ApplyCustomFromPost($count); $cid = 0; while (isset($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $cid])) { $value = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $cid++]; if (strpos($value, "[att]") === 0) { $Ticket->Messages[0]->ApplyAttachment(base64_decode(str_replace("[att]", "", $value))); } else { if (strpos($value, "[com]") === 0) { $Ticket->Messages[0]->AddComment(CALLER_SYSTEM_ID, $Ticket->Id, base64_decode(str_replace("[com]", "", $value))); } } } $Ticket->Messages[0]->LoadAttachments(); if (!empty($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"])) { $email = new TicketEmail($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"], false, ""); $email->Load(); $email->LoadAttachments(); foreach ($email->Attachments as $rid => $res) { if (empty($Ticket->Messages[0]->Attachments[$rid])) { KnowledgeBase::Process(CALLER_SYSTEM_ID, $rid, "", RESOURCE_TYPE_FILE_INTERNAL, "", true, 100, 1, 0); } } $email->Destroy(); if (!empty($email->Created)) { $Ticket->Messages[0]->Created = $email->Created; } } $Ticket->Save(); $TicketEditor = new TicketEditor($Ticket->Id); $TicketEditor->Editor = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_13"]; $TicketEditor->Status = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_12"]; $TicketEditor->GroupId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_14"]; $TicketEditor->Save(); $Ticket->Log(6, CALLER_SYSTEM_ID, $Ticket->Id, ""); $Ticket->SetLastUpdate(time()); $updateRequiredTickets = true; } else { if ($type == "SetEmailStatus") { $Email = new TicketEmail($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]); $Email->SetStatus(); $updateRequiredEmails = true; } else { if ($type == "ForwardMessage") { $message = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], ""); $message->Load(); $message->Forward($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]); $ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_5"], ""); $ticket->Log(9, CALLER_SYSTEM_ID, $message->Id, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]); } else { if ($type == "MoveMessageIntoTicket") { $message = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], ""); $message->Load(true); $message->ChannelId = getId(32); $ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], ""); $ticket->Load(); $ticket->Id = $message->Id = CacheManager::GetObjectId("ticket_id", DATABASE_TICKETS); $ticket->Messages = array(); $ticket->Messages[0] = $message; $ticket->Save(); $ticket->Log(8, CALLER_SYSTEM_ID, $ticket->Id, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]); $message->SaveAttachments(); $message->SaveComments($ticket->Id); $updateRequiredTickets = true; } else { if ($type == "DeleteAttachment") { KnowledgeBase::Process(CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "", RESOURCE_TYPE_FILE_INTERNAL, "", true, "100", "1"); } } } } } } } } } } } } } $count++; } if ($updateRequiredTickets) { CacheManager::SetDataUpdateTime(DATA_UPDATE_KEY_TICKETS); } if ($updateRequiredEmails) { CacheManager::SetDataUpdateTime(DATA_UPDATE_KEY_EMAILS); } }